Helix Telecom Customer Wiki

a10w

2019-11-13T12:42:05-07:00

Where can I obtain a cheat sheet or user manual for my Atcom A10W phone? Where can I find compatible headsets for my Atcom A-series phone? How do I turn off the Call Waiting tone on my Atcom phone? How do I disable Do Not Disturb on my Atcom phone?

a20w

2019-11-13T12:42:51-07:00

Where can I obtain a cheat sheet or user manual for my Atcom A20W phone? Where can I find compatible headsets for my Atcom A-series phone? How do I turn off the Call Waiting tone on my Atcom phone? How do I disable Do Not Disturb on my Atcom phone?

a41w

2019-11-20T10:14:17-07:00

Where can I obtain a cheat sheet or user manual for my Atcom A41W phone? Where can I find compatible headsets for my Atcom A-series phone? How do I set a default area code on my Atcom A41W model phone? How do I turn off the Call Waiting tone on my Atcom phone?

a48w

2022-03-04T11:16:38-07:00

Where can I obtain a cheat sheet or user manual for my Atcom A48W phone? Where can I find compatible headsets for my Atcom A-series phone? How do I set speed dial keys for my Atcom A41W/A48W/A68W How do I set a default area code on my Atcom A48W model phone?

a68w

2019-11-20T10:15:58-07:00

Where can I obtain a cheat sheet or user manual for my Atcom A68W phone? Where can I find compatible headsets for my Atcom A-series phone? How do I set a default area code on my Atcom A68W model phone? How do I turn off the Call Waiting tone on my Atcom phone?

account_and_device_management

2022-02-25T05:46:15-07:00

Account Information The account section begins with the account name and 5 digit account number. * Close Account - Choose this option to close the account and disable any future billing. You will receive final instructions for closing an account after choosing this option.

am_i_required_to_return_my_equipment_to_helix_telecom_if_i_terminate_service

2019-02-12T15:14:56-07:00

Helix Telecom Terms of Service (TOS) does not require customers to return equipment upon termination of service. Any customer who would like to return equipment for cash or a account credit should contact the Sales Department by visiting .

automatic_call_recording_was_enabled_on_my_helix_telecom_account._how_long_before_the_recordings_become_accessible

2019-01-17T15:58:51-07:00

The Call Recording system will usually begin recording all inbound and outbound calls within a few minutes but it may take up to 24 hours before the recordings become accessible. Customers who attempt to access call recordings prior to this window may receive an error.

billing_information_knowledgebase

2020-02-17T10:31:24-07:00

General Q&A What method of payments are accepted by Helix Telecom? Does Helix Telecom accept payments by phone? What is Helix Telecom's billing process? How do I obtain assistance with billing related matters? Does Helix Telecom pro-rate service in the event of activation or termination of service?

broadband4lessdiagram

2019-01-17T15:58:51-07:00

broadband4morediagram

2019-01-17T15:58:50-07:00

call_quality_is_always_poor_when_dialing_a_specific_international_phone_number

2019-01-17T15:58:51-07:00

If call quality is consistently poor when dialing a specific international number and the problem can be reproduced then please Submit A Ticket. Please include the following information for at least 2 phone calls when submitting your request. * Estimated date and time of your call including time zone. * Number you dialed (including any prefix such as 011 before the number). * Appropriate times (including time zone) to call the phone number for testing purposes. You may wish to cont…

call_quality_is_always_poor_when_dialing_a_specific_phone_number_or_when_calls_are_forwarded_to_my_cell_phone_but_all_other_calls_are_fine

2019-01-17T15:58:38-07:00

If the following is true please submit a ticket including the phone number you are dialing or the phone number calls are being forwarded too. * All calls to a specific phone number experience call quality issues. * Call to other phone numbers sound clear.

call_routing

2022-02-25T05:45:33-07:00

Call Flow Basics Incoming calls are received by Incoming Routes. The calls are then delivered to a module. Each module receives a call and also contains a destination if the call is not answered. The only modules missing an alternative destination if the call is not received are voicemail modules and fax adapter modules (neither shown below).

callerid_name_is_not_displaying_properly_on_third_party_phones_or_handsets._can_you_fix_it

2022-03-15T13:21:30-07:00

Additional troubleshooting information about Caller ID issues can be found here. CallerID Name service is not available on toll free phone numbers and some phone numbers. Please submit a ticket including the extension number(s) and correct Caller ID Name you would like provided to third parties on outbound calls. If your number supports Caller ID Name service then we will be happy to update your account with the correct Caller ID Name.

callerid_number_formatting_for_incoming_calls_varies_either_for_individual_numbers_or_between_calls

2022-03-15T13:23:26-07:00

The CallerID Number and formatting (digit prefix, spacing, etc.. ) are set by the carrier delivering the call to Helix Telecom. The carrier delivering the call to Helix Telecom is selected by the originating carrier. Helix Telecom does not provide any technical assistance either for the CallerID Number formatting or accuracy. Helix Telecom is legally required to provide the Caller ID number as it is received by Helix Telecom.

callerid_number_is_not_displaying_properly_on_third_party_phones_or_handsets._can_you_fix_it

2022-03-15T13:22:08-07:00

Please submit a ticket including the extension number(s) and correct CallerID Number you would like displayed on outbound calls. Helix Telecom does not troubleshoot CallerID Number issues for third party carriers. Additional troubleshooting information about Caller ID issues can be found here.

calls_are_forwarded_to_my_helix_telecom_number_from_another_carrier._the_first_1_or_2_calls_are_forwarded._remaining_calls_receive_a_busy_signal

2014-09-29T17:41:18-07:00

If you are able to forward one or two simultaneous calls from a non-Helix Telecom phone number to your Helix Telecom phone number but additional calls are routed to a busy signal, error message or voicemail then you should contact the carrier who is forwarding your calls to your Helix Telecom number. Most carriers prohibit forwarding more than two simultaneous calls to Helix Telecom without paying additional fees for additional lines of service.

calls_are_forwarded_to_my_mobile_phone._i_am_prompted_to_dial_1_before_accepting_the_call._dialing_1_does_not_work_every_time

2019-01-17T15:58:47-07:00

This is a common problem with many cell phones where echo cancellation is enabled. Upon answering the phone and hearing a prompt simply speak into your phone. A common phrase is simply “hello”. You can then dial 1 to answer the call.

calls_from_other_carriers_receive_an_error_message_busy_signal_or_call_quality_issues

2018-03-19T12:37:12-07:00

Troubleshooting Steps The following steps are used to troubleshoot customer phone numbers. * Customers should first check to see if there is a known outage. All Outages and Notifications are posted online by visiting . * If no known outage is reported then Submit A Ticket including the phone number(s) you would like Helix Telecom to check for you. Our staff will test your numbers and confirm they are working properly. * If Helix Telecom is abl…

can_i_assign_the_same_extension_number_to_more_than_one_device

2018-04-03T15:40:10-07:00

Helix Telecom charges per device for service. Customers who attempt to assign the same extension number to multiple devices may experience the following difficulties: * Unable to receive inbound calls; * May experience delays and error messages when making outbound calls;

can_i_change_my_extension_number_or_sip_password

2019-11-20T19:49:28-07:00

If you need to change your extension number please Submit A Ticket. A member of our staff will work with you to select a new extension number. Please note if your account is less than 15 days old there is no charge for this service. If your account is more than 15 days old then the cost to delete your old extension and create a new one is equal to one month of service for the extension.

can_i_choose_different_hold_music

2022-02-25T05:39:28-07:00

Customers who would like to provide their own hold music should visit , submit a ticket and attach the MP3 file(s) they would like uploaded. Please be sure to read this article about music licensing requirements. Customers who would like to purchase alternative hold music may also Submit A Ticket requesting information about purchasing compatible third party hold music.

can_i_disable_incoming_or_outgoing_calls_for_one_of_my_accounts_without_closing_the_account

2019-01-17T15:58:50-07:00

Yes. Please visit and open a ticket. Be sure to specify if you would like incoming calling disable, outgoing calling disabled or both. Please remember it is a violation of federal law to disable phone service for a customer who is not past due except when your customer has agreed to your organization's Terms of Service and there is evidence your customer has violated your Terms of Service.

can_i_make_partial_payments_on_invoices_or_pay_with_multiple_cards

2022-02-25T05:44:43-07:00

Helix Telecom does not offer partial payment options for monthly recurring invoices.

can_i_port_a_number_from_google_voice_to_helix_telecom

2025-01-15T08:06:59-07:00

This article contains a link to Google support and was written for use by Google Voice subscribers. Helix Telecom makes you warranty, express or implied, regarding these instructions. If you experience any difficulty please contact Google for assistance. If the link fails for any reason please submit a ticket and a member of our staff will attempt to update the link for you. Helix Telecom staff are not permitted to unlock a Google Voice number on your behalf.

can_i_port_a_number_from_magicjack_or_ymax_communications_to_helix_telecom

2013-07-18T15:37:56-07:00

Yes. Please be sure to attach a screenshot of your MagicJack portal documenting the phone number you would like ported. Related Articles How do I submit a port request?

can_i_provide_copyrighted_music_or_other_recordings_such_as_mp3_for_use_with_my_phone_system

2016-12-26T15:27:37-07:00

Customers who wish to upload, use or distribute copyrighted audio files or recordings with a Helix Telecom phone system or equipment must acknowledge ownership of the recordings or permission to use the recordings of the copyright owner. The owner of the account will be required to provide a copy of their driver's license matching the most recent account payment on file. The drivers license and account payment information will be made available to law enforcement upon request if the music i…

can_i_receive_faxes_on_my_computer_in_addition_to_my_fax_machine

2023-10-05T10:15:41-07:00

If you are using a Helix Telecom Fax Adapter then simply simply submit a ticket including your fax number and a list of email addresses you would like incoming faxes delivered too.

can_i_receive_paper_invoices

2017-02-18T14:37:33-07:00

Helix Telecom ceased mailing paper invoices and statements after December 31, 2016.

can_i_redirect_outbound_calls_from_a_past_due_customer_directly_to_my_office

2019-01-17T15:58:42-07:00

Yes. Please visit and submit a ticket including the 10 digit phone number or account/extension number you would like calls routed too if a customer's account is past due.

can_i_send_a_fax_to_an_international_number

2016-04-18T15:12:06-07:00

Customers should be aware the telecommunications infrastructure in many countries does not possess the same reliability or quality as the United States and Canada. For this reason delivery of international faxes, either due to the quality of the infrastructure or differences in fax machine standards, is not as reliable. Customers should keep this in mind when choosing between sending a document to a fax number or emailing the document.

can_i_send_bulk_faxes_or_fax_spam

2019-02-12T09:06:28-07:00

Helix Telecom requires the customer to obtain verbal permission from the recipient before sending most faxes. It is the sender's responsibility to document explicit, written permission from the recipient before sending any advertisements. Customers who send more than a few faxes per day will be flagged for review.

can_i_use_a_gigabit_router_or_switch

2013-11-07T14:23:59-07:00

Helix Telecom strongly discourages the use of gigabit level routers unless the customer's internet connection supports speeds ABOVE 100Mbits download and ABOVE 100Mbits upload. Even in these cases a customer must have a compatible gigabit switch with properly terminated internal wiring exceeding Cat5E standards. Customers who install gigabit equipment without properly terminated cabling will experience dropped calls, poor call quality, static other connection issues.

can_i_use_a_toll_free_number_as_my_callerid

2019-05-25T11:20:10-07:00

Yes. Toll free numbers are not considered valid CallerID numbers. Customers who choose to use a CallerID number in place of a local 10 digit number may experience the following problems: * The calls may be rejected by the receiving carrier. * The calls may be rejected by the receiving callee. * The receiving carrier may change the CallerID to a different 10 digit number. * The receiving carrier may choose to remove the CallerID and report the call is “anonymous” or “private”.…

can_i_use_my_phone_as_a_predictive_dialer_or_autodialer_or_in_conjunction_with_a_predictive_dialer_or_auto_dialer

2023-10-05T10:09:00-07:00

Helix Telecom does not offer dialer services. If you have questions about this policy then please Submit a Ticket or click here to chat with the Helix Telecom Sales Department for assistance.

can_i_use_my_softphone_credentials_with_a_dialer

2019-01-17T15:58:41-07:00

Helix Telecom prohibits connecting dialers to the Helix Telecom network. Helix Telecom's system is designed to detect, flag and limit dialer traffic automatically. Customers who use dialers may be terminated without notice.

computer_repair_directory

2015-08-08T15:03:39-07:00

Helix Telecom cares about our customers. For this reason we are building this directory to help our customers find qualified technicians when a problem develops. Helix Telecom depends on the Better Business Bureau, Craigslist, customer feedback and vendor applications for the information found in this directory. Unless specified otherwise Helix Telecom does not endorse or warranty any particular vendor. We are working to build a certified vendor program with key benefits for our customer…

conference_fails_on_my_grandstream_gxp14xx_or_gxp16xx_model_phone_when_call_compression_is_enabled

2019-11-20T14:02:17-07:00

Call compression is used to reduce bandwidth demands on law bandwidth connections and therefore some advanced, higher bandwidth applications such as conference calling, is disabled on some model phones. If you need conference calling please disable Call Compression or Submit A Ticket and our staff will be happy to create a dedicated conference room for your use.

conference_fails_on_my_grandstream_gxp21xx_or_grp26xx_model_phone_when_call_compression_is_enabled

2019-11-20T11:04:27-07:00

d33

2019-07-18T10:13:54-07:00

Where can I obtain a cheat sheet or user manual for my Atcom D33 phone?

deviceconnectionsdiagram

2019-01-17T15:58:45-07:00

do_i_need_a_static_ip_address_from_my_isp_to_utilize_helix_telecom_for_my_telecommunication_needs

2017-09-25T20:13:47-07:00

Static IP addresses are required for customers hosting a service accessible from an off-site location. Examples include company maintained email hosting server (where staff must access email remotely), VPN servers, web servers or other such services. Most customers purchase email service or web hosting service from a third party such as GoDaddy, Outlook.com or Google. For this reason most customers should not request or approve a static IP address for their business.

do_i_need_to_notify_other_parties_when_calls_are_recorded

2016-09-23T20:21:50-07:00

Helix Telecom Terms of Service, paragraph labeled Call Recordings, clearly states all participants should be notified when calls are recorded. Customers may view the Helix Telecom Terms of Service by visiting . The legal requirements for call recordings may vary by jurisdiction and contents of the call recordings. This matter may be covered by local, state or federal law for your jurisdiction as well as other regulatory agencies such as the CFPB, FCC and vari…

does_helix_telecom_accept_payments_by_phone

2021-12-11T18:20:04-07:00

Helix Telecom does not accept payments by phone. All payments with debit card, credit card or bank account must be submitted online using the payment links found on a recent invoice. Customers who prefer to pay with Bitcoin must submit a support request. Our staff will respond with a Bitcoin or Bitcoin Cash wallet id. Payments are credited when confirmed by our Bitcoin payment software.

does_helix_telecom_allow_customers_to_set_different_physical_addresses_for_each_handset

2013-07-05T21:04:55-07:00

The physical address for E911 service is specified on a per account basis. Helix Telecom classifies nomadic equipment as equipment installed across multiple geographic locations or equipment routinely moved between offices or locations. If customers maintain nomadic equipment they must ensure adequate access to 9-1-1 emergency service or E911 service from a wired phone or equivalent equipment is available at all times. Customers must also educate all visitors, employees, contractors and occup…

does_helix_telecom_guarantee_every_call_is_recorded

2014-10-07T16:57:53-07:00

Helix Telecom does not guarentee all calls are recorded. Helix Telecom makes a reasonable effort to record every call but as with any complex network there is always a potential for failure.

does_helix_telecom_offer_a_generic_voicemail_greeting_for_my_mailbox

2018-11-03T15:37:31-07:00

Helix Telecom offers a generic voicemail greeting for customers who would prefer not to use the system standard voicemail greeting and does not wish to record a voicemail greeting in-house. The generic voicemail greeting is only offered in female / english voice.

does_helix_telecom_offer_a_referral_and_or_reseller_options

2023-05-05T11:11:52-07:00

Helix Telecom does offer customers both referral and reseller options. Reseller Option You are welcome to purchase services and resell them at any rate they would like. The average reseller rate for our services is $22/extension. Helix Telecom will offer you an additional 20% discount on service when you reach a total of 100 extensions and you are signed up for ACH payments for all of your accounts.

does_helix_telecom_pay_for_shipping_charges_for_warranty_repairs

2014-04-10T12:09:15-07:00

Customers are responsible for the cost of shipping equipment to Helix Telecom. Helix Telecom will pay all shipping costs to return equipment to our customers.* Customers are responsible for returning equipment to Helix Telecom for repair or replacement in the event of failure. Upon repair or replacement of equipment Helix Telecom will return equipment to the customer using the same method it was received.

does_helix_telecom_pro-rate_service_in_the_event_of_activation_or_termination_of_service

2017-11-05T14:42:05-07:00

Helix Telecom observes the following policies regarding service charges: * Helix Telecom does not pro-rate service or offer refund for unused service. * Helix Telecom invoices customers for the next billing cycle approximately 11 days before the next billing cycle begins. Customers who activate service before the end of their billing cycle may receive an updated invoice including the full cost of service activated before the next billing cycle begins. * Customers who activate service d…

does_helix_telecom_provide_technical_support_for_headset_configuration_installation_or_troubleshooting

2016-12-16T23:52:15-07:00

Helix Telecom support is limited to the installation of wired headsets purchased from Helix Telecom. If you purchased a wired headset from Helix Telecom and need support please contact the Sales Department by visiting and opening a ticket. Customers will need to provide the purchase date and Helix Telecom order number for assistance.

does_helix_telecom_store_my_postal_address_and_how_do_i_update_my_address

2017-05-30T20:23:51-07:00

Helix Telecom is a prepaid service provider and therefore does not wish to store customer address information. Customers are only required to provide the billing address when required by our merchant processor such as when making a one-time/recurring debit/credit card payment. Customers are not required to provide any address information when paying with Bitcoin.

does_helix_telecom_support_callerid_name_service

2015-11-05T11:25:53-07:00

This information does not apply to CallerID Number Service. CallerID Number Service is free for all customers. CallerID Name is a service that lets you know who's calling you by displaying the name and phone number of the person calling. This information is obtained by contacting the caller's phone company and requesting the caller's subscriber information for each incoming call. Helix Telecom is charged by the caller's phone company for each incoming call to a Helix Telecom number where Ca…

does_helix_telecom_support_e911_service

2019-02-25T13:29:47-07:00

Yes. There may be a fee for this service depending on your calling plan.

does_helix_telecom_support_mms_picture_messaging

2021-11-16T15:02:19-07:00

Yes. Helix Telecom supports MMS picture and video messaging on the Helix text message website at . Supported attachments (up to 1MB per message): * Images: JPEG, JPG, GIF, PNG * Video: MP4, 3GP * Audio: MP3, AAC, AMR * Contacts: vCard * Plain text files

does_helix_telecom_support_sending_or_receiving_sms_messages_from_toll_free_phone_numbers

2021-11-22T18:37:04-07:00

Helix Telecom support for toll free numbers is limited to SMS messages on the Helix text message website at . Customers who need MMS services, including picture and media attachments, should Submit A Ticket for assistance.

does_helix_telecom_support_short_code_sms_messages

2019-01-17T15:58:45-07:00

If this is an important feature for you or your business then please submit a ticket and let us know. At this time there is not sufficient demand from Helix Telecom customers to implement this feature.

does_helix_telecom_support_sms_forwarding_to_mobile_phones

2016-12-08T15:06:11-07:00

Helix Telecom does not offer SMS forwarding to third party mobile phone carriers due to cost charged by third party mobile carriers and technical limitations. Instead, incoming SMS and MMS messages appear on the Helix text message website at , where you can read and reply using your portal login.

dp-710_dp-715

2013-06-15T16:05:54-07:00

Where can I obtain a manual or cheat sheet for my DP715? I am unable to hear a dialtone on my handset. My phone does not ring.

dsl4lessdiagram

2013-02-12T08:23:01-07:00

dsl4morediagram

2019-01-17T15:58:43-07:00

e911

2013-07-05T20:52:43-07:00

Does Helix Telecom support E911 service? How do I activate my E911 service? How do I update my E911 physical address? How do I test and confirm E911 is working properly? What if I dial 922# and I receive an error message? Does Helix Telecom allow customers to set different physical addresses for each handset?

email2fax_knowledgebase

2023-12-29T15:37:57-07:00

How do I send a fax via email? Registering your email address for email-to-fax Understanding your fax delivery receipt How do I scan and fax a PDF document from my cell phone? I am a Helix Telecom fax adapter customer and need to fax an important document but my fax adapter is not working. How do I send my fax using email?

equipment_information_knowledgebase

2019-11-20T13:40:05-07:00

What model phone do I have? What model phones are supported? GXP1400, GXP1600, GXP1610, GXP1620, GXP1625 GXP2130, GXP2140, GXP2160, GXP2170, GRP2612, GRP2613, GRP2614, GRP2615, GRP2616 GXP1760, GXP1760W, GXP1780, GXP1782 WP820 DP-710, DP-715 HT-701 ATA Adapter

fax_adapter_knowledgebase

2014-09-24T14:14:18-07:00

My fax machine displays a communication error when faxing from my Helix Telecom Fax Adapter. I am a Helix Telecom fax adapter customer and need to fax an important document but my fax adapter is not working. How do I send my fax using email? Why does my Helix Telecom phone always report All Circuits Are Busy when calling my Helix Telecom fax number?

feature_information

2022-09-14T17:24:44-07:00

General Tutorials What are some common call routing configurations? How do I know what my extension is? What are acceptable audio file formats for use with Helix Telecom phone service? I was given an announcement code. How do I use this code? What are list of feature codes I can use?

flash_operator_panel_management_panel

2022-01-25T09:53:54-07:00

What is the Flash Operator Panel? How do I setup a new Management Panel or Flash Operator Panel account? What is the difference between a FOP Admin and FOP User account? Where can I find a manual for the Flash Operator Panel? How do I access the Flash Operator Panel?

grandstream_gs_wave_softphone_information_for_mobile_phones

2023-01-18T14:51:44-07:00

Grandstream GS Wave Softphone Information for Mobile Phones This page links from General Softphone Information. How do I automatically configure Grandstream GS Wave Softphone on my Android device? How do I automatically configure Grandstream GS Wave Softphone on my iPhone device?

gxp1400_gxp1600_gxp1610_gxp1620_gxp1625

2021-10-14T19:47:22-07:00

Where can I obtain a cheat sheet or user manual for my GXP14XX or GXP16XX model phone? How do I disable Do Not Disturb on my Grandstream GXP14XX or GXP16XX model phone? How do I disable Call Forwarding on my Grandstream GXP14XX or GXP16XX model phone?

gxp1760_gxp1760w_gxp1780_gxp1782

2019-12-13T12:58:22-07:00

gxp2130_gxp2140_gxp2160_gxp2170_grp2612_grp2613_grp2614_grp2615_grp2616

2021-04-06T14:33:57-07:00

help_bot_terms_of_service

2026-08-11T20:31:32-07:00

Help Bot – Terms of Use The Helix Telecom Help Bot is provided solely to answer questions about your Helix Telecom phone and internet service: setup, connecting, troubleshooting, billing, and account matters. Any other use is prohibited, including seeking or receiving medical, health, legal, financial, or any other professional advice from the bot.

how_can_i_access_my_voicemail_from_outside_the_office

2013-03-14T08:48:11-07:00

Helix Telecom offers a number of ways to receive or access voicemail. This can include a special or hidden option from an auto attendant, by dialing *98 or *97 from any Helix Telecom issued phone or by dialing the Universal Voicemail Access Line at 860-419-8000 from any touch tone phone. Click here for more information on the Universal Voicemail Access Line.

how_do_a_send_a_fax_from_my_vfax_account

2026-08-30T22:32:42-07:00

The vFax web portal (viewmyfax.com) has been retired. Faxes are now sent by email or from the customer portal. * To send a fax by email, see How do I send a fax via email?. * Logged-in portal users can send faxes from the fax section of the customer portal. See How do I send a fax via my web browser?.

how_do_i_access_my_call_logs_from_any_web_browser

2019-11-18T18:30:30-07:00

* Follow these instructions to access your Support Portal. * Locate the section labeled Voicemail Boxes & Call Logs or similar header. * Call logs are categorized by extension. Locate the extension and passcode for the call logs you would like to view. Note the 4 digit extension number and voicemail passcode. * Click the link for the Voicemail and Call Logs Portal. * Enter the extension number and voicemail passcode from the previous step. * Click Call Logs from the left hand men…

how_do_i_access_my_call_recordings_from_a_web_browser

2019-11-18T18:30:57-07:00

* Follow these instructions to access your Support Portal. * Automatic Call Recording access instructions, link to the Recordings Portal and login credentials are found in the Support Portal. If Automatic Call Recording links and login credentials are not found in your Support Portal please Submit A Ticket and our staff will confirm Automatic Call Recording is enabled on your account.

how_do_i_access_my_voicemail_box_from_any_web_browser

2019-11-18T18:31:18-07:00

* Follow these instructions to access the Support Portal. * Locate the Voicemail section. * Note the extension number and password for the voicemail box you would like to access. * Locate the Portal Link under the Voicemail section. * Click the link to access the voicemail portal and login using the appropriate extension/passcode. * Click VOICEMAILS from the left hand menu after successful login.

how_do_i_access_my_voicemail_box_from_my_own_phone

2014-01-22T14:08:44-07:00

The following instructions and additional information can be found in the user manual for your handset. * Lift the handset or press the speaker button. * Dial *97#. * When prompted enter the voicemail passcode for your mailbox. The default voicemail passcode is 1234. * Follow the audio instructions.

how_do_i_access_qos_settings_for_my_grandstream_gxp-14xx_or_gxp-22xx_phone

2019-01-17T15:58:46-07:00

The following article is designed for customers with advanced technical aptitude. If you experience difficulty with these instructions please contact a qualified IT professional. Customers are welcome to view and change QOS settings for individual phones. Follow the instructions below to update the QOS settings for each phone.

how_do_i_access_search_or_download_my_call_recordings_via_filezilla_software_installed_on_my_computer

2019-06-03T12:28:54-07:00

If you need assistance with any of the following instructions please contact a qualified computer repair technician for assistance. Helix Telecom does not provide technical assistance for FTP recordings access. Customers who request access to call recordings will be provided a server address, login and password.

how_do_i_access_the_conference_menu

2019-01-17T15:58:51-07:00

If enabled press the * key on your keypad while more than 1 participant is in the conference.

how_do_i_access_the_flash_operator_panel

2022-01-25T09:53:13-07:00

Before you begin please note access to the Flash Operator Panel is restricted to individuals who have a valid FOP account with a valid username and password. If you would like a Flash Operator Panel account setup then please click here for instructions explaining how to request a FOP account for you and your staff members.

how_do_i_access_the_programmable_keys_on_my_grandstream_gxp21xx_or_grp26xx_model_phone

2021-10-14T19:44:35-07:00

The following instructions assume you are an advanced user/technician AND you have web access to your model phone. Customers who need assistance configuring programmable keys should visit and choose one of the available support options for assistance.

how_do_i_access_the_rocketchat_software

2016-06-16T15:35:35-07:00

Rocket Chat software is free to all customers. Just visit and click the Register a new account link. Repeat this process for each staff member you would like to register. Keep in mind this is a shared system. For this reason we recommend choosing usernames that are unique to your staff members.

how_do_i_access_the_voicemail_box_for_a_different_extension_from_my_phone

2014-01-22T14:09:41-07:00

The following instructions and additional information can be found in the user manual for your handset. * Lift the handset or press the speaker button. * Dial *98#. * Enter the 4 digit extension number for the voicemail box you would like to access. * When prompted enter the voicemail passcode for your mailbox. The default voicemail passcode is 1234. * Follow the audio instructions.

how_do_i_activate_my_e911_service

2013-06-13T13:35:57-07:00

Please ask an Authorized User to submit a ticket containing the following information: * Helix Telecom issued phone number you would like used as the callback number in the event of an actual emergency. * The complete physical address where emergency responders should be sent in the event of an emergency.

how_do_i_add_a_contact_to_the_vfax_account_address_book

2026-08-30T22:32:42-07:00

The vFax web portal and its address book have been retired. To send a fax, see How do I send a fax via email?. If you need help, contact support.

how_do_i_add_a_debit_or_credit_card_to_my_account_for_automated_payments_using_the_customer_portal

2026-08-24T18:13:49-07:00

The following instructions assume payment with card is enabled for this account. Customers who have violated the Terms of Service or subscribed to managed annual billing must Submit A Ticket to add or update a card on file. * Sign into the Customer Portal. Click here for instructions if you need assistance with this step. * If you have multiple accounts then you will be prompted to select an account. Select the account you would like to update. * Click the CHOOSE SECTION pull-down fro…

how_do_i_add_a_room_to_my_favorites_list_at_the_top_of_the_toolbar

2019-01-17T15:58:41-07:00

Simply join the room you would like to add as a favorite then click the STAR icon at the top of the screen (to the left of the room name). Repeat the process to remove the favorite from your list. If you need any assistance with the Rocket Chat software then simply Submit A Ticket.

how_do_i_add_an_authorized_user

2019-11-18T18:31:58-07:00

If you would like to add an Authorized User to an account please follow these instructions: * Ask an Authorized User on your account to Sign In to the Support Portal. Click here for instructions. * Enter the new Authorized User's email address in the Add Authorized User field. * Click the ADD button. * Repeat for each additional Authorized User you would like to add.

how_do_i_add_funds_to_my_helix_telecom_trunk_server_account

2019-04-02T12:05:06-07:00

Follow these instructions to add funds: * Visit ; * Click CALLING PLANS from the top menu; * Click TRUNK product from the list of options; * Choose the amount and quantity you would like to add to your account; * Complete checkout.

how_do_i_add_or_remove_an_authorized_user

2026-08-11T09:17:06-07:00

The terms Account Owner refers to the person who originally opened the account. The account owner cannot be modified for the duration of the account. The Account Owner is usually an Authorized User on the account. The term Authorized User refers to someone who is permitted to make changes to the account. An Authorized User can add and remove other Authorized Users but they cannot remove themselves. Adding or removing an Authorized User does not transfer ownership of an account. Phone numbers …

how_do_i_add_or_remove_email_addresses_from_my_fax2email_service

2026-08-30T22:32:42-07:00

To add or remove the email addresses your inbound faxes are delivered to, contact support by submitting a ticket. Include your fax number and the email addresses you would like added or removed. After your account is verified, a support representative will update your fax delivery settings.

how_do_i_allow_callers_who_have_reached_my_voicemail_box_to_dial_options_0_1_or_2_to_reach_an_alternative_destination

2014-07-16T20:30:44-07:00

Customers may elect to provide callers an alternative destination when reaching a voicemail box by allowing callers to dial option 0, 1 or 2 to be forwarded to a different extension or different phone number. In a traditional setting a caller may reach your voicemail box after hours or when your business is closed. You may offer 24 hour emergency service. 1 solution would be to tell customers there is an emergency fee for after-hours service then provide customers your personal mobile pho…

how_do_i_automatically_configure_grandstream_gs_wave_softphone_on_my_android_device

2023-08-29T11:51:19-07:00

Customers who enter an invalid mailbox number, invalid activation pin or attempt to connect more than 1 device to the same extension number will be unable to activate any device for a period of 24 hours. It is important to enter the web address, mailbox number and activation pin exactly as shown in the Support Portal. If you need help locating this information or accessing the Support Portal please Submit A Ticket and a member of our staff will be happy to assist you.

how_do_i_automatically_configure_grandstream_gs_wave_softphone_on_my_iphone_device

2023-08-29T11:52:48-07:00

The following instructions require IOS version 13.0.0 or higher with the latest version of GS Wave. Use of IOS version 12.x or earlier may cause GS Wave to configure but will refuse to connect/register with a VoIP provider. Customers who enter an invalid mailbox number, invalid activation pin or attempt to connect more than 1 device to the same extension number will be unable to activate any device for a period of 24 hours. It is important to enter the web address, mailbox number and activati…

how_do_i_cancel_service

2019-12-06T18:55:35-07:00

Helix Telecom service is not for everyone. For this reason Helix Telecom makes it easy to cancel service. If your account is not delinquent follow these instructions to close your account: * Follow these instructions to login to your Support Portal, * Locate the red button labeled CLOSE ACCOUNT. * Click the red button labeled CLOSE ACCOUNT. * Click VIEW SUPPORT REQUESTS to view a receipt and any final instructions.

how_do_i_change_manage_what_email_address_s_my_faxes_are_sent_too

2026-08-30T22:32:42-07:00

To add or remove the email addresses your inbound faxes are delivered to, contact support. Include your fax number and the email addresses you would like added or removed. After your account is verified, a support representative will update your fax delivery settings.

how_do_i_change_my_away_status

2019-01-17T15:58:34-07:00

Simply click your user name found on the top left hand corner of the screen then select your staff from the available options. If you need any assistance with the Rocket Chat software then simply Submit A Ticket. Additional Rocket Chat documentation can be found here.

how_do_i_change_my_rocket_chat_account_or_profile_settings

2019-01-17T15:58:47-07:00

Click on your user name on the top left hand corner of the Rocket Chat window and select MY ACCOUNT from the pull-down menu. A new menu will appear in the left hand toolbar. You may select from PREFERENCE, PROFILE and CHANGE AVATAR. If you need any assistance with the Rocket Chat software then simply Submit A Ticket.

how_do_i_change_my_vfax_account_password

2026-08-30T22:32:42-07:00

The vFax web portal has been retired, so there is no separate vFax password to manage. Faxes are sent by email or from the customer portal using your normal customer portal login. If you need help, contact support.

how_do_i_change_the_password_for_the_flash_operator_panel

2016-12-17T04:18:37-07:00

Please visit and provide the extension number you would like to update and the new password. The new password must be all numbers, a minimum of 10 digits in length and not easy to guess. For example.. 0123456789, 9999999999 and 0000000000 are not valid passwords.

how_do_i_change_the_ring_tone_on_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T11:18:17-07:00

Please follow these instructions to change the ring tone for your Grandstream phone. * Press the CIRCLE button on your phone * Press the ARROW KEYS until you highlight PREFERENCE * Press the CIRCLE button on your phone * Press ARROW KEYS until you highlight SOUNDS * Press the CIRCLE button on your phone * Press the ARROW KEYS until you highlight RING TONE * Press the RIGHT ARROW until you highlight the correct ring tone. * Press the SAVE key.

how_do_i_check_to_see_if_my_ip_address_is_blocked_by_helix_telecom

2019-02-11T13:34:15-07:00

How do I check to see if my IP address is blocked or restricted? Please visit and complete the online form.

how_do_i_close_my_account

2026-08-11T09:17:19-07:00

* Sign into the Customer Portal. Click here for instructions if you need assistance with this step. * If you have multiple accounts then you will be prompted to select an account. Select the account you would like to add a phone number too. * Scroll to the top of the page. * Click the CHOOSE SECTION pull-down. * Select GENERAL ACCOUNT SETTINGS from the list of options. * Click the red CLOSE ACCOUNT button. * Your account has now been closed. Please Submit A Ticket if you have any…

how_do_i_complete_a_letter_of_agency_for_helix_telecom

2019-11-20T15:56:18-07:00

Helix Telecom requires a Letter of Agency completed and signed when your port request may be rejected due to inadequate documentation. If you are instructed to return and sign a Letter of Agency please follow the instructions below. Download and Print the Blank LOA by clicking the link here:

how_do_i_complete_a_ping_test

2014-11-02T00:21:02-07:00

The process for completing a ping test from a Windows computer can be found below. If you are using a Apple or Linux computer please contact a computer repair technician to assist you. Windows Key You will need to press the Windows key on your keyboard to complete the following instructions. Here is an example keyboard indicating what the Windows key looks like.

how_do_i_configure_a_one-touch_transfer_key_to_automatically_transfer_a_call_to_another_extension_home_phone_or_cell_phone_from_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T12:31:54-07:00

These instructions assume you would like to configure a programmable key on your Grandstream GXP21XX or GRP26XX model phone to automatically transfer an active call to another extension, cell phone, home phone or other destination. * Begin by following these instructions to access the Programmable Keys on your specific model phone: How do I access the programmable keys on my Grandstream GXP21XX or GRP26XX model phone?.

how_do_i_configure_a_programmable_key_to_use_a_specific_line_or_caller_id_when_placing_a_call_from_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T15:00:03-07:00

These instructions are intended for customers who would like to configure a programmable key as a “line key” for placing outbound calls from a specific Caller ID or phone number. * Begin by following these instructions to access the Programmable Keys on your specific model phone: How do I access the programmable keys on my Grandstream GXP21XX or GRP26XX model phone?.

how_do_i_configure_a_speed_dial_key_to_call_a_home_phone_or_cell_phone_from_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T12:25:19-07:00

These instructions assume you would like to configure a programmable key to dial a cell phone or home phone from your Grandstream GXP21XX or GRP26XX model phone. * Begin by following these instructions to access the Programmable Keys on your specific model phone: How do I access the programmable keys on my Grandstream GXP21XX or GRP26XX model phone?.

how_do_i_configure_blf_keys_to_monitor_device_status_for_other_phones_on_my_account_from_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T12:39:07-07:00

These instructions assume you would like to configure a programmable key to monitor the status of another extension. * Begin by following these instructions to access the Programmable Keys on your specific model phone: How do I access the programmable keys on my Grandstream GXP21XX or GRP26XX model phone?. * You should be presented with a list of programmable keys numbered by the ORDER column. * Choose the key you would like to configure. If your screen says VIRTUAL MULTI-PURPOSE KEYS …

how_do_i_configure_blf_or_extension_monitoring_keys_for_my_atcom_a41w_a48w_a68w_model_phones

2021-10-14T19:43:40-07:00

The following instructions are intended for end users with reasonable technical experience. Advanced customers who prefer the web interface may login with the username “user” and password “123”. The Programmable Keys are found under menu labeled DSS keys and submenu labeled MEMORY KEYS. Customers who need any further assistance beyond instructions below should visit and choose one of the available support options for assistance.

how_do_i_configure_busy_lamp_field_or_blf_with_my_atcom_a41w

2019-01-12T19:17:26-07:00

The following article is designed for customers with average technical aptitude. If you experience difficulty with these instructions please contact a qualified IT professional. The following instructions require customers to access the web interface built into the Atcom phone. If your phone is connected via wireless and your router has Wireless Isolation enabled then your router may block access to the web interface from your computer. If this occurs you have 2 options. Option #1 is to disabl…

how_do_i_configure_busy_lamp_field_or_blf_with_my_atcom_a48w

2019-01-12T19:19:53-07:00

how_do_i_configure_busy_lamp_field_or_blf_with_my_atcom_a68w

2019-01-12T19:20:50-07:00

how_do_i_configure_call_parking_so_i_can_place_a_call_on_hold_from_my_grandstream_gxp21xx_or_grp26xx_model_phone_and_answer_the_call_from_another_phone

2020-02-10T17:20:17-07:00

The tutorial below requires the Call Parking Key Configuration found in your Support Portal. Click here for instructions to access your Support Portal. Please review this information before beginning the Call Parking configuration process: * Calls placed on hold by pressing the HOLD button on your phone marks the call as “private”. Private calls cannot be answered by another extension unless they are “parked”. “Parking” makes a call public and available for answer from another phone on th…

how_do_i_configure_call_parking_with_my_atcom_a41w

2017-04-02T15:04:35-07:00

how_do_i_configure_call_parking_with_my_atcom_a41w_a48w_a68w_model_phones

2021-10-14T19:44:12-07:00

The tutorial below requires the Call Parking Key Configuration found in your Support Portal. Click here for instructions to access your Support Portal. The following instructions are intended for end users with reasonable technical experience. Advanced customers who prefer the web interface may login with the username “user” and password “123”. The Programmable Keys are found under menu labeled DSS keys and submenu labeled MEMORY KEYS. Customers who need any further assistance beyond instru…

how_do_i_configure_call_parking_with_my_atcom_a48w

2017-04-02T15:06:19-07:00

how_do_i_configure_call_parking_with_my_atcom_a68w

2017-04-02T15:09:07-07:00

how_do_i_configure_grandstream_gs_wave_softphone_on_my_ios_device

2019-01-17T15:58:41-07:00

The following instructions assume you have the extension number, password and proxy for each extension on your account. If you do not have this information please Submit A Ticket and a member of our staff will be happy to provide it for you. * Install Grandstream GS Wave softphone from the App Store. * Launch the application. * Click SETTINGS from the bottom menu. * Click ACCOUNT SETTINGS from the menu. * Click the PLUS + sign near the top right hand corner of the screen to the right…

how_do_i_configure_programmable_speed_dial_or_extension_keys_on_my_gxp-21xx

2016-08-17T02:36:42-07:00

The following article is designed for customers with average technical aptitude. If you experience difficulty with these instructions please contact a qualified IT professional. * Find the IP address of your phone. If you can not find the IP address of your phone please contact a computer repair technician or IT technician who can assist you. * Enter the IP address into the address bar of your favorite web browser and press ENTER. * You should be prompted to login. * If prompted for…

how_do_i_configure_the_atcom_ret_expansion_module_for_my_a48_or_a68_model_phone

2017-04-02T15:07:51-07:00

how_do_i_confirm_e911_is_working_properly

2013-02-25T15:39:29-07:00

Lift the handset of any Helix Telecom issued phone and dial 922#. The E911 system should play back your phone number and physical address. If you receive an error please ask an Authorized User to submit a ticket containing the following information:

how_do_i_confirm_my_sip_trunk_is_working_if_my_dialer_or_pbx_is_unable_to_make_calls

2019-04-03T13:41:42-07:00

Note: The following instructions are used by Helix Telecom staff to test SIP Trunks. These instructions are not intended to replace competent technical support for your dialer or PBX. If you need a staff member to test a SIP Trunk for you simply visit and submit a request including your public IPV4 address for your dialer or PBX. Our staff will test your SIP Trunk is working and confirm the correct IP address is whitelisted on our gateway.

how_do_i_connect_via_intercom_to_a_single_phone

2013-05-08T14:52:48-07:00

Helix Telecom does not permit inter-account intercom or paging. If you have any questions about this process please submit a ticket Follow these instructions to place a single extension on intercom: * Dial 80 + the 4 digit extension of the person you are trying to reach + # * If you hear a beep begin speaking.

how_do_i_create_a_line_key_with_custom_callerid_on_my_atcom_a41w_a48w_a68w_model_phones

2021-10-14T19:44:22-07:00

how_do_i_create_a_new_cloud_pbx_account

2026-07-31T15:12:48-07:00

These instructions are for customers who would like discounted rates and online chat support. If you prefer a premium rate plan with paid on-site support, priority email support and priority phone support then please click here and review the Ultimate Plan for more information.

how_do_i_create_a_private_room_for_my_employees

2016-06-16T15:35:52-07:00

Customers may create as many private rooms as needed. We recommend choosing room names unique to your organization. * Visit and login. If you are new then click Register a new account at the bottom of the page. * Once you are logged in click the + sign to the right of PRIVATE GROUPS. * You will be prompted to enter a NAME and MEMBERS.

how_do_i_delete_a_contact_from_my_vfax_account_address_book

2026-08-30T22:32:42-07:00

The vFax web portal and its address book have been retired. To send a fax, see How do I send a fax via email?. If you need help, contact support.

how_do_i_dial_another_extension_or_phone_on_my_account

2019-01-17T15:58:38-07:00

* Lift the handset or press the speaker button. * Dial the 4 digit extension number followed by the # key. * Your call will be connected. Please note customers wishing to dial between accounts must submit a ticket and request this functionality. For our customers protection dialing between accounts is disabled by default.

how_do_i_disable_call_forwarding_on_my_grandstream_gxp14xx_or_gxp16xx_model_phone

2019-11-20T13:56:26-07:00

Call Forwarding is an excellent way to manage call flow. Call Forwarding can become a challenge when incoming calls are forwarded to an incorrect phone number (leading to call disconnects and error messages) or an wrong phone number (leading to unhappy customers). Helix Telecom allows customers to enable or disable Call Forwarding using a variety of methods. The challenge becomes disabling Call Forwarding. If Call Forwarding was enabled then you must use the exact same method to disable it.

how_do_i_disable_call_forwarding_on_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T11:00:31-07:00

Call Forwarding must be disabled using the same method used to enable it. Since there is no way to know how you enabled Call Forwarding on your phone please follow all the instructions below to disable call forwarding on your Grandstream GXP21XX or GRP26XX model phone.

how_do_i_disable_do_not_disturb_on_my_atcom_phone

2019-12-15T20:37:35-07:00

It is not possible to tell if Do Not Disturb is enabled on your phone unless you pressed the Do Not Disturb button on your phone. If you enabled Do Not Disturb via the website or you dialed a Toggle Code then the Do Not Disturb message will not appear on your phone's display.

how_do_i_disable_do_not_disturb_on_my_grandstream_gxp14xx_or_gxp16xx_model_phone

2019-11-20T13:53:14-07:00

Do Not Disturb allows a customer to disable incoming calls on a specific phone. There are multiple ways to enable Do Not Disturb. You must use the same method to disable Do Not Disturb as used to enable it. Below are the most common methods for disabling Do Not Disturb.

how_do_i_disable_do_not_disturb_on_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T10:58:52-07:00

Do Not Disturb allows a customer to disable incoming calls to a specific phone without unplugging power or internet from the phone. You must disable Do Not Disturb using the same method used to enable it. The instructions below will explain how to disable Do Not Disturb using all methods available.

how_do_i_enable_automatic_call_recording_on_my_helix_telecom_account

2019-11-25T13:18:47-07:00

* Follow these instructions to access your Support Portal. * Click ACCOUNT from the top menu if you are not automatically redirected to the Account page; * Locate the section labeled Automatic Call Recording; * If Automatic Call Recording is disabled click the Enable link next to Call Recording Access.

how_do_i_enable_automatic_call_recording_via_the_support_portal

2026-08-11T09:20:42-07:00

* Sign into the Customer Portal. Click here for instructions if you need assistance with this step. * If you have multiple accounts then you will be prompted to select an account. Select the account you would like to add a phone number too. * Scroll to the top of the page. * Click the CHOOSE SECTION pull-down. * Select GENERAL ACCOUNT SETTINGS from the list of options. * Your screen should scroll too the GENERAL ACCOUNT SETTINGS section. * Scroll too AUTOMATIC CALL RECORDINGS se…

how_do_i_enable_click-to-dial_feature_with_the_chrome_browser_using_a_zoiper_softphone

2016-12-18T13:18:24-07:00

These instructions allow customers to enable Click-To-Dial via their web browser. Customers using the Click-To-Dial feature for telemarketing or tele-sales must visit and open a ticket advising Helix Telecom you will be using Click-To-Dial for telemarketing purposes. Customers found to be using Click-To-Dial for telemarketing or tele-sales without upgrading to a compatible calling plan may be terminated without notice. Occasional use of Click-To-Dial for day-to-d…

how_do_i_enable_dynamic_caller_id

2023-10-05T10:14:56-07:00

Customers who would like to enable this features should contact the Helix Telecom Sales Department. For fastest service please click here to chat with the Helix Telecom Sales Department or Submit a Ticket.

how_do_i_enable_incoming_sms_messages_on_my_account

2025-11-03T10:45:43-07:00

Beginning January 1, 2026 all customers must obtain a valid Campaign Registry Identification Number to send or receive SMS messages. If you do not have a Campaign Registry Identification Number assigned to your account then please click here to apply for a new identification number.

how_do_i_enable_international_calling_on_my_helix_telecom_account

2019-11-27T13:30:41-07:00

Helix Telecom is a prepaid commercial service. Customers who would like to enable international calling must deposit sufficient funds into an international calling account to make international calls. If you would like to add funds to your international account please sign into your Support Portal, locate the International Calling section, choose the amount you would like added to your account from the pulldown menu then click ADD. The funds will be added to your account instantly.

how_do_i_find_my_virtual_fax_phone_number

2026-08-30T22:32:42-07:00

Your fax numbers are listed in the fax section of the customer portal. If you cannot find your fax number there, contact support and a support representative will help you.

how_do_i_find_per-minute_calling_rates_for_my_helix_telecom_trunk_server_account

2019-04-02T11:49:16-07:00

Please download this spreadsheet:

how_do_i_find_printable_pdf_key_labels_for_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T13:19:42-07:00

Attached to this document is a downloadable archive of all printable labels for all Grandstream model phones including the non-fillable GXP-2130 and GXP-2160 printable labels as well as printable labels for models GXP-2000, GXP-2110, GXP-2120, GXP-2124 model phones.

how_do_i_forward_a_participant_to_a_conference_call

2019-01-17T15:58:43-07:00

The process is different each phone. The most common way to forward a call directly to a conference is by pressing the FORWARD button on your phone, enter your 7 digit conference room number followed by the pound (#) key. If you need specific instructions on how to forward a call for your model phone please submit a ticket and a member of our staff will be happy to assist you.

how_do_i_install_zoiper_5_on_windows

2021-12-10T10:09:44-07:00

Customers should read the Restrictions section of the Softphones and Customer Supplied Desk Phones Wiki before installing or configuring a softphone. Customers sharing the same extension on more than one device or connecting a automated dialing device, such as Vicidial, are subject to account restrictions or termination without notice or refund. Customers who have any questions or concerns about these policies and procedures should Submit A Ticket and a member of our Sales Department will be h…

how_do_i_invite_or_add_new_staff_members_to_a_private_room

2019-01-17T15:58:43-07:00

Simply enter /INVITE followed by the username of the user you would like to invite to your private room. If you need any assistance with the Rocket Chat software then simply Submit A Ticket. Additional Rocket Chat documentation can be found here.

how_do_i_join_a_conference

2019-01-17T15:58:40-07:00

Simply dial your 7 digit conference room number followed by the pound key. If you are unsure what your 7 digit conference room number is then please submit a ticket and a member of our staff will be happy to assist you.

how_do_i_know_what_my_extension_is

2013-02-09T16:40:47-07:00

If you have a Grandstream phone then lift your handset to view the extension number on your phone's display. You may also dial *65# from your phone to hear your 4 digit extension number. You may be asked by Helix Telecom staff to obtain your 7 digit extension number. If you need your 7 digit extension number then dial 650#.

how_do_i_locate_the_sip_username_password_and_proxy_in_the_support_portal_necessary_to_configure_my_own_devices

2026-08-11T09:15:00-07:00

How do I locate the SIP username, password and proxy in the Support Portal necessary to configure my own devices. Customers should read the following documentation before connecting equipment to the Helix Telecom network: * Click here for Softphones and Customer Supplied Desk Phones documentation. * Click here for the Helix Telecom Terms of Service.

how_do_i_login_or_logout_of_a_dynamic_queue

2015-05-04T10:13:41-07:00

Customers who wish to login or logout of a queue must be a dynamic member of the queue. The same method used to log an agent into a queue must be used to log an agent out of a queue. For example.. If an agent was logged into a queue using a phone keypad then they may not be logged out using the Management Panel.

how_do_i_make_an_international_call_from_my_helix_telecom_phone

2022-02-09T19:37:57-07:00

If you are calling one of the following countries then dial 011 + 1 + area code + phone number + #. * United States outside your calling area * Virgin Islands * Mariana Islands * Guam * American Samoa * British Overseas Territories such as Caribbean Dutch Nation * Bahamas * Anguilla * Antigua * Barbuda * British Virgin Islands * Cayman Islands * Bermuda * Grenada * Turks and Caicos Islands * Montserrat * Sint Maarten * Saint Lucia * Dominica * Saint Vin…

how_do_i_make_an_international_call_from_my_helix_telecom_phone_and_bypass_account_balance_and_rate_announcements

2019-01-17T15:58:43-07:00

If you are calling one of the following countries then dial 022 + 1 + area code + phone number + #. * Virgin Islands * Mariana Islands * Guam * American Samoa * British Overseas Territories such as Caribbean Dutch Nation * Bahamas * Anguilla * Antigua * Barbuda * British Virgin Islands * Cayman Islands * Bermuda * Grenada * Turks and Caicos Islands * Montserrat * Sint Maarten * Saint Lucia * Dominica * Saint Vincent and the Grenadines * Dominican Republ…

how_do_i_manually_configure_grandstream_gs_wave_softphone_on_my_android_device

2019-08-29T16:47:59-07:00

The following instructions assume you have the extension number, password and proxy for each extension on your account. If you do not have this information please Submit A Ticket and a member of our staff will be happy to provide it for you. * Install Grandstream GS Wave softphone from the Google App store. * Launch the application. * Click SETTINGS from the bottom menu. * Click ACCOUNT SETTINGS from the menu. * Click the PLUS + sign near the top right hand corner of the screen to th…

how_do_i_manually_set_the_date_and_time_on_my_atcom_model_phone

2019-01-17T15:58:40-07:00

Helix Telecom recommends customers contact Helix Telecom support to customize the date and time information on their Atcom phones. The following instructions are for advanced customers and may not work on all Atcom models. Helix Telecom does not provide any technical assistance or support for these instructions.

how_do_i_monitor_other_extensions_from_my_chrome_browser_without_logging_into_the_flash_operator_panel

2018-02-26T11:09:09-07:00

how_do_i_move_the_phones_to_another_location_or_to_another_office

2023-12-26T14:30:05-07:00

Helix Telecom phones can be relocated in much the same way a computer or laptop is relocated. Simply verify the new location has a working high speed internet connection at each location where you would like to connect a phone. The Helix Telecom phone system will continue to function as usual during the move. The only change during a move is the phones will not ring while they are disconnected. Customers who wish to forward calls to a cell phone or straight to voicemail during a move sh…

how_do_i_obtain_a_campaign_identification_number

2026-08-30T23:14:48-07:00

United States and Canada based mobile phone carriers are now filtering all commercial SMS messages to reduce text message spamming. All customers sending or receiving SMS messages must obtain a valid Campaign Identification Numebr from the Campaign Registry before SMS messages will be delivered. The Campaign Registry was formed by these carriers to manage the approval process, investigate complaints and assist law enforcement with unsolicited SMS spamming from commercial entities.

how_do_i_obtain_a_copy_of_all_past_invoices_and_payments_from_helix_telecom

2023-09-16T11:31:05-07:00

Duplicate copies of all invoices and payment receipts are logged as support tickets. * Click here for instructions to access your online Support Portal.; * Scroll to the top of the page; * Locate the section labeled SUPPORT OPTIONS from the left hand menu; * Click the link labeled VIEW PREVIOUS SUPPORT REQUESTS under SUPPORT OPTIONS menu; * Tickets are sorted by creation date. Click on the ticket number to view the contents of the ticket submission;

how_do_i_obtain_assistance_with_billing_related_matters

2021-12-11T18:20:34-07:00

Related Articles: How do I add or remove an authorized user to my account? The Helix Telecom Billing Department only communicates with customers via email and can only share account related information with authorized users. If you are an authorized user then please Submit A Ticket containing sufficient information that we may help you. Please be sure to provide the same email address where your monthly invoice is sent and any responses will be sent to the authorized user's email address only…

how_do_i_obtain_copies_of_ivr_or_music_on_hold_recordings

2022-09-14T17:39:59-07:00

Helix Telecom stores all system recordings in an encrypted format. Helix Telecom staff cannot access, download or play audio recordings. All audio recordings purchased from Helix Telecom are for use with Helix Telecom's service only. These recordings are protected by copyright law and cannot be distributed to customers or third parties without express written permission from Helix Telecom and the vendor who authored the recording.

how_do_i_page_all_phones_on_my_account

2014-02-03T14:16:37-07:00

Helix Telecom does not permit inter-account intercom or paging. If you have any questions about this process please submit a ticket Follow these instructions for completing a one way broadcast to all phones on your account: * Dial *80 + the first 2 digits of your extension number + # * Wait until you hear a confirmation beep * Begin speaking until the broadcast is complete * Hang-up the phone

how_do_i_pair_my_mobile_phone_with_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T13:39:08-07:00

Grandstream GXP series phones provided limited pairing support for the iPhone 4, 4s, 5 and 5s as well as a number of Android phones. This functionality was not included in all GXP series model phones and no additional iPhone models have been added since this functionality was released in 2014.

how_do_i_park_a_call

2015-10-16T12:41:51-07:00

Call Parking allows a customer to place a person on hold then retrieve the call from any other Helix Telecom phone. If the call is not retrieved after 180 seconds the call is forwarded to the extension who parked the call. Follow these instructions to park a call:

how_do_i_perform_a_internet_connection_test_for_helix_telecom_support

2019-01-17T15:58:40-07:00

The following test should only be performed upon request from a Helix Telecom staff member. * Visit * Click START TEST. * Wait for the test to complete. You are welcome to perform other usual tasks while the test is performed such as checking email. This will provide us an accurate reflection of your internet connection statistics. * After the test completes you should see 3 buttons labeled SUMMARY, DETAILS, ADVANCED. Click ADVANCED. * …

how_do_i_port_a_phone_number_to_helix_telecom_from_another_carrier

2022-03-04T07:17:28-07:00

* Sign into the Customer Portal. Click here for instructions if you need assistance with this step. * If you have multiple accounts then you will be prompted to select an account. Select the account you would like to add a phone number too. * Scroll the top of the page. * Locate the FORMS & INSTRUCTIONS section from the various options. * Click the link labeled PORT A NUMBER TO HELIX TELECOM. * Complete the form in full. * Click CREATE TICKET button. * Your form will be submitt…

how_do_i_private_message_another_registered_user

2016-03-04T15:13:32-07:00

Simply click the + sign to the right of DIRECT MESSAGES on the left hand side toolbar. You will be prompted for the name of the registered user you would like to chat with. If the registered user is not logged in then your message will be delivered next time they login to Rocket Chat.

how_do_i_program_my_grandstream_ht-704_adapter_for_use_with_helix_telecom_service

2015-03-12T18:28:38-07:00

The following instructions only apply to resellers who stock unlocked Grandstream HT-704 adapters for use with Helix Telecom service. If you purchased an adapter from the Helix Telecom Sales Department and need assistance activating your adapter please do not follow the instructions found here.

how_do_i_receive_my_voicemails_in_my_email_inbox

2022-03-02T10:44:51-07:00

The feature allowing customers to receive a copy of their voicemail via email is called Email Notification of Voicemail. These instructions will explain how to enable Email Notification of Voicemail. Click here for information about configuring your email hosting company to accept emails from Helix Telecom.

how_do_i_receive_notifications_for_new_incoming_faxes

2014-08-29T10:08:24-07:00

Helix Telecom's fax service is a analog line replacement for a traditional phone line. The only notification you may receive is when your fax machine rings, answers an incoming fax call and prints the fax on the fax machine it is connected too. The ringer volume and any additional notifications may be offered by your fax machine.

how_do_i_record_a_temporary_voicemail_greeting_when_i_am_out_of_the_office_or_on_vacation

2013-10-31T14:23:43-07:00

Here are the instructions to update your temporary voicemail greeting. * Dial *98# from any Helix Telecom phone * When prompted enter the extension number of the mailbox you would like to update * When prompted enter the voicemail passcode for the mailbox you entered * Dial 0 for Mailbox Options * Press 4 to record your temporary greeting. * If a temporary greeting was previously recorded press 1 to re-record your temporary greeting.

how_do_i_remove_a_temporary_voicemail_greeting

2019-01-17T15:58:38-07:00

Here are the instructions to remove your temporary voicemail greeting. * Dial *98# from any Helix Telecom phone * When prompted enter the extension number of the mailbox you would like to update * When prompted enter the voicemail passcode for the mailbox you entered * Dial 0 for Mailbox Options * Press 4 to manage your temporary greeting. * Press 2 to remove your temporary greeting.

how_do_i_remove_an_authorized_user

2019-11-18T18:32:55-07:00

* Sign In to the Support Portal as an Authorized User on your account. Click here for instructions. * Click the REMOVE link next to the Authorized User you would like to remove. The Authorized User signed into the Support Portal cannot remove themselves as an Authorized User. All accounts must contain a minimum of one Authorized User.

how_do_i_report_an_outbound_call_failure_to_helix_telecom

2022-02-07T09:59:24-07:00

If an outbound call fails for any reason please follow these instructions to report the issue. * Note the error, message or problem with the outbound call. * Hang up the call. * Lift the handset. * Dial 4385278243 (also spells “GETLASTCID”). * The system will play back the Call Identification Number for the most recent call placed from your extension. Write down the complete Call Identification Number. The system will repeat the Call Identification Number several times before th…

how_do_i_reset_the_grandstream_wp-820_model_phone_wireless_network_configuration

2019-01-17T15:58:47-07:00

The Grandstream WP-820 model phone will only connect to a single WiFi network during the initial activation process. Customers may use the phone's web interface to authorize an unlimited number of additional networks where the phone may function. If the phone is stolen or relocated before being authorized for use on the new network it will cease to function and must be returned to Helix Telecom to be reset or repaired.

how_do_i_restore_service_upon_termination_for_non-payment

2023-10-05T10:12:19-07:00

Please submit a ticket or contact the Helix Telecom Sales Department by clicking here for assistance.

how_do_i_return_a_call_without_exiting_the_voicemail_system

2013-11-07T10:08:13-07:00

After listening to a voicemail message left by a caller it is easy to return the call. Simply dial 3 for Advanced Options then dial 2 to hear the CallerID of the person who left you the message. If the CallerID information is accurate then press 1 to call the number.

how_do_i_return_a_phone_for_repair_or_replacement_in_the_event_of_a_manufacturer_defect_or_failure

2019-01-17T15:58:39-07:00

Simply submit a ticket, state you would like an RMA approval and include the MAC address of the phone. You will receive an RMA within 1 business day. The MAC address of the phone is found on the base of the phone printed on a white, barcoded label.

how_do_i_scan_and_fax_a_pdf_document_from_my_cell_phone

2015-01-15T18:22:49-07:00

The purpose of this tutorial is to explain how to scan and fax a multi-page document using your Android, iPhone, iPad or Windows Mobile 8 device. This tutorial assumes you are comfortable installing a software application on your specific device. Please be sure to download and install CamScanner. This free application is available for download online at .

how_do_i_send_a_fax_via_email

2014-07-30T20:34:11-07:00

Sending a fax by email is simple. Before you can send faxes by email, the email address you send from and the Caller ID (phone number) you want faxes sent from must be registered on your account. See Registering your email address for email-to-fax. To send a fax:

how_do_i_send_a_fax_via_my_web_browser

2018-07-23T15:16:48-07:00

The public fax web form has been retired. Faxes can be sent by email or from the customer portal. * To send a fax by email, see How do I send a fax via email?. * Logged-in portal users can open the fax portal in the customer portal to send faxes from their web browser.

how_do_i_send_an_sms_message_from_my_helix_telecom_phone_number

2022-02-08T19:26:55-07:00

The easiest way to send SMS and MMS messages is the Helix text message website at . Sign in with the same email address and password you use for the customer portal. Authorized Users can always sign in. Portal Users can sign in when an account owner has enabled SMS Access for their login (see How to add a new Portal User?).

how_do_i_set_a_default_area_code_on_my_atcom_a20w_model_phone

2019-01-17T15:58:33-07:00

The Atcom A20W does not support this functionality.

how_do_i_set_a_default_area_code_on_my_atcom_a41w_model_phone

2016-12-21T18:27:13-07:00

This feature is not available in the Atcom A41W model phones. Please see the Atcom A48W or Atcom A68W model phones for 3 digit dialing support.

how_do_i_set_a_default_area_code_on_my_atcom_a48w_model_phone

2017-04-02T15:07:01-07:00

how_do_i_set_a_default_area_code_on_my_atcom_a68w_model_phone

2017-04-02T15:09:36-07:00

how_do_i_set_speed_dial_keys_for_my_atcom_a41w_a48w_a68w_model_phones

2021-10-14T19:43:56-07:00

how_do_i_set_speed_dial_keys_for_my_atcom_a48w

2017-04-02T15:05:37-07:00

how_do_i_set_speed_dial_keys_for_my_atcom_a68w

2017-04-02T15:08:50-07:00

how_do_i_set_volume_levels_on_my_grandstream_gxp14xx_or_gxp16xx_model_phone

2019-11-20T14:03:32-07:00

Handset Volume If you would like to adjust the volume on your handset simply lift the handset from the base and press the - or + keys. Pressing the - key repeatedly will lower the handset volume. Pressing + key repeatedly will raise the handset volume.

how_do_i_set_volume_levels_on_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T11:14:34-07:00

how_do_i_setup_a_new_management_panel_or_flash_operator_panel_account

2016-12-20T15:50:12-07:00

Please be sure to click here and read about the difference between a FOP Admin and FOP User account before submitting your request. You must be an Authorized User on the account to submit a request for Flash Operator Panel accounts. Please visit and submit a ticket. Your ticket must include the following:

how_do_i_setup_call_forwarding_for_a_single_number_via_the_support_portal

2026-08-11T09:11:29-07:00

The Helix Telecom customer portal is intended for use by resellers and IT professionals to manage customer accounts. This tutorial will provide basic instructions explaining how to forward a Helix Telecom phone number to another phone number from the Helix Telecom customer portal. Customers who experience difficulty with these instructions should Submit A Ticket and a staff member will complete these steps on your behalf.

how_do_i_setup_grandstream_individual_phonebook_or_global_phonebook_for_my_account

2016-02-15T14:34:03-07:00

Helix Telecom does not offer customer support for generating a Grandsteram phonebook. If you need assistance generating a properly formatted Grandstream phonebook please contact a competent IT technician to assist you. Helix Telecom offers customers 2 levels of phonebook support. Phonebooks can be specified on a per extension basis. If no phonebook is set for an individual extension then a global phonebook can be specified for an account.

how_do_i_submit_a_mtr_report_to_helix_telecom

2016-04-27T15:03:52-07:00

If you do not have permission to install software on your computer, you are not comfortable installing software on your computer or you need assistance please contact your computer technician for assistance. You must download and install WinMTR on a Windows computer. If you are running Mac or Linux then please contact your computer technician for assistance. Mac and Linux both contain MTR applications but require increased skill level to install and use.

how_do_i_submit_a_port_request

2019-01-18T10:35:29-07:00

The port paperwork has been moved online. The form can be found here:

how_do_i_terminate_my_own_cable

2019-01-17T15:58:35-07:00

There is a wide variety of instruction manuals from a number of cable suppliers. Here are 2 samples: We have found Step 8 in this article provides an excellent illustration of a properly terminated network cable:

how_do_i_test_audio_quality_on_my_grandstream_gxp14xx_or_gxp16xx_model_phone

2019-11-20T14:06:55-07:00

Follow these steps to complete a loopback audio test from any Grandstream GXP21XX or GRP26XX model phone. * Remove any third party equipment from phone including wireless or wired hands-free headsets or non-standard handset cables. * Do not lift the handset. * Press the menu button. The menu button is a circle in the middle of 4 arrow on the phone keypad. * Press the DOWN ARROW button until Factory Functions is highlighted. * Press the menu button. * Audio Loopback should be highl…

how_do_i_test_audio_quality_on_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T13:36:22-07:00

Follow these steps to complete a loopback audio test from any Grandstream GXP21XX or GRP26XX model phone. * Remove any third party equipment from phone including wireless or wired hands-free headsets or non-standard handset cables. * Do not lift the handset. * Press the menu button. The menu button is a circle in the middle of 4 arrow on the phone keypad. * Press the RIGHT ARROW button until you highlight the SYSTEM icon. * Press the menu button. * Press the DOWN ARROW button until…

how_do_i_test_dtmf_touch_tones_from_my_phone

2016-05-02T10:47:00-07:00

Helix Telecom is happy to test the touch tone keys on any Helix Telecom provided phone but in an effort to simplify troubleshooting steps for our technicians we will only test using the following methods or organizations: * Dial 03863# from any Helix Telecom issued phone. You will be prompted to enter some digits followed by pound. The digits received will be read back to you to confirm the digits receive match what you entered. * Internal Revenue Service (dial 1-800-829-1040, press 4 fro…

how_do_i_test_international_calling_from_my_helix_telecom_phone

2015-09-17T19:17:03-07:00

If you would like to test international calling from your Helix Telecom phone then follow the instructions below. * Lift the handset on your phone to hear a dial tone. * Dial 01161396694916# * Your call should be connected.

how_do_i_turn_off_the_call_waiting_tone_on_my_atcom_phone

2017-04-02T15:07:24-07:00

The following instructions require customers to access the web interface built into the Atcom phone. If your phone is connected via wireless and your router has Wireless Isolation enabled then your router may block access to the web interface from your computer. If this occurs you have 2 options. Option #1 is to disable Wireless Isolation on your router. Option #2 is to use a network cable to connect form the LAN port on the back of the Atcom phone to a port on your router, disconnect power fr…

how_do_i_unlock_the_keypad_on_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T10:57:30-07:00

The Grandstream phones allow customers to lock their keypad to prevent unauthorized use. This is most common in conference rooms or common areas. If you have not set a passcode then follow these instructions to unlock the keypad: * Press and hold the STAR (*) key * Wait to be prompted for the passcode * If you set a passcode then enter the passcode. If you did not create a passcode then skip this step. * Press the OK softkey

how_do_i_update_my_call_forwarding_via_a_helix_telecom_phone

2017-04-25T14:26:48-07:00

REFERENCES INTERNAL ARTICLE NUMBERS 121424, 121425. Please note the instructions below will not work for calls ringing multiple phones. If incoming calls to your company ring multiple phones then please submit a ticket including the Helix Telecom phone number you would like forwarded and the phone number(s) the calls should be forwarded too. Our Helpdesk Department will be happy to setup a Toggle Code to forward and un-forward calls to the number(s) provided.

how_do_i_update_my_call_forwarding_via_the_web_interface

2019-12-15T20:39:53-07:00

If you would prefer to forward calls from your Helix Telecom Desk Phone please follow these instructions here: How do I update my Call Forwarding via a Helix Telecom phone? (Preferred Method) If you would prefer to forward calls using the Voicemail Portal follow the instructions below. Sign into the Support Portal.

how_do_i_update_my_e911_physical_address

2013-06-13T13:36:25-07:00

Please ask an Authorized User to submit a ticket containing the following information: * The complete physical address where emergency responders should be sent in the event of an emergency. Helix Telecom will process your request within 1 business day.

how_do_i_update_my_name_played_to_callers_who_locate_me_via_the_dial_by_name_directory

2014-07-16T10:46:58-07:00

Here are the instructions to update your voicemail greeting. * Dial *98# from any Helix Telecom phone * When prompted enter the extension number of the mailbox you would like to update * When prompted enter the voicemail passcode for the mailbox you entered. The default passcode is 1234. * Dial 0 for Mailbox Options * Press 3 to record your name

how_do_i_update_my_voicemail_greeting

2014-01-27T14:43:50-07:00

how_do_i_update_my_voicemail_passcode_from_my_office_phone

2013-02-28T09:41:22-07:00

The following process can be used to update the voicemail passcode for any extension on your account. * Lift the handset of any phone on your account. * Dial *98# and listen for the prompts. * Enter the extension number you would like to update. * Enter the existing passcode for the extension. * Dial 0 for Mailbox Options. * Dial 5 to change your passcode. * Follow the prompts to change your passcode.

how_do_i_update_my_voicemail_passcode_using_my_computer

2019-11-18T18:33:19-07:00

* Follow these instructions to access your Support Portal. * Locate the section labeled Voicemail Boxes & Call Logs or similar header. * Locate the extension and passcode for the mailbox you would like to update. * Note the 4 digit extension number and voicemail passcode. * Click the link for the Voicemail and Call Logs Portal. * Enter the extension number and voicemail passcode from the previous steps. * Click Settings from the left hand menu. * Enter the new Voicemail Passcod…

how_do_i_update_the_caller_id_number_for_a_single_extension

2019-10-26T14:45:40-07:00

Under the Truth in Caller ID Act, Federal Law prohibits anyone from transmitting misleading or inaccurate caller ID information with the intent to defraud, cause harm or wrongly obtain anything of value. Anyone who is illegally spoofing can face penalties of up to $10,000 for each violation.

how_do_i_update_the_caller_id_on_my_extension

2026-08-11T09:14:35-07:00

How do I update the Caller ID on my extension. The instructions below must be repeated for each extension you would like to update. For faster service please submit a support ticket containing a list of extensions and phone numbers you would like set as the outbound Caller ID. Our staff will be happy to make this change on your behalf.

how_do_i_update_the_email_address_where_my_voicemail_notifications_are_sent_for_my_extension

2019-11-18T18:33:32-07:00

The following instructions assume you are an Authorized User on your account. If you are not an Authorized User please ask an Authorized User to follow these instructions. * Follow these instructions to access your Support Portal * Under Extension and Device Status locate your Extension number and Voicemail Passcode. * Under Extension and Device Status locate the link labeled Voicemail and Call Logs Portal.

how_do_i_update_the_wifi_network_name_and_password_on_my_gxp-1760w_model_phone

2019-07-11T18:32:22-07:00

Please Submit A Ticket and provide the new network name and password. Please note this update will prevent your phone from connecting to any previous networks. The phone will need to be connected to a wired internet connection via the LAN port on the back of the phone to download the new settings.

how_do_i_updated_my_email_address_as_an_authorized_user

2019-11-18T18:33:50-07:00

Authorized Users cannot “update” an email address. Authorized Users can only add email addresses or remove email addresses. If you need to replace an existing address then follow these instructions: * Click here for instructions to create a Support Account and login to your Support Account. Verify you are logged into the Support Portal with your new email address. * Click SIGN OUT from the top of the page. * Follow these instructions to login to your Support Account with your old…

how_do_i_use_dial_codes_to_change_my_callerid

2019-01-17T15:58:47-07:00

Each phone is assigned a default CallerID. If you run multiple companies from the same office you may need to change your CallerID to reflect the company you are calling from. If you were assigned a Dial Code simply dial the code before the 10 digit phone number.

how_do_i_use_hotdesk_to_sign-in_or_sign-out_of_a_phone_when_moving_locations

2019-11-08T15:20:51-07:00

Simply dial 611# from any Helix Telecom phone with Hotdesk support. You will be prompted to login to an extension, logout, customize your Hotdesk profile or remove the phone from your account. If you are not sure your phone supports Hotdesk please Submit A Ticket including the MAC address printed on the white bar-coded label on the bottom of your device and our staff will respond within 1 business day.

how_do_i_use_on-demand_call_recording

2016-09-24T13:35:51-07:00

As of September 23, 2016 the On-Demand Call Recording feature is in beta testing. Customers who use this feature but do not receive delivery of their call recordings must Submit A Ticket for assistance within 8 hours of completing the call. This will allow our engineers enough time to review logs to identify the cause of the failure and deliver any missing call recordings too you via the ticket system.

how_do_i_use_the_speed_dial_feature

2013-02-09T17:18:40-07:00

How do I setup a speed dial? * Dial *75 from your phone. * You will be prompted for the speed dial number. * Enter a number between 1 and 99 followed by the # key. * You will be prompted for the full 10 digit number you would like to associate with this speed dial number. * Enter a 10 digit number followed by the # sign key. * Setup is complete. * Hang up the phone.

how_do_i_use_the_universal_access_line

2014-12-24T13:50:26-07:00

The Universal Voicemail Access Line allows customers to access their voicemail from a remote location. The Universal Voicemail Access Line can be reached by dialing 860-419-8000 from any touch tone phone. After dialing this number you will be asked to enter a 7 digit mailbox number. This will route you to a mailbox of their choice.

how_do_i_view_my_previously_received_faxes

2026-08-30T22:32:42-07:00

Faxes you receive are stored by the fax service for one year. Log in to the customer portal and open the fax section to view and download your received faxes. If you need a fax that is older than one year, or if you have questions, contact support.

how_do_locate_source_ip_and_hostnames_for_whitelisting_helix_telecom_email_on_my_mail_server

2026-08-11T09:19:54-07:00

Helix Telecom does not provide assistance for email delivery. Customers who require additional troubleshooting assistance (including tracing delivery of email messages to your mail server) should upgrade to the Ultimate Plan or contact their email hosting administrator for assistance. Customers who contact Helix Telecom multiple times for troubleshooting assistance are subject to account restrictions, termination and/or support fees. Please review the SUPPORT paragraph of our Terms of Service …

how_long_are_call_recordings_stored_on_helix_telecom_servers

2026-04-15T09:07:58-07:00

Helix Telecom retains call recordings for up to one year. Recordings associated with delinquent or terminated accounts are deleted automatically. Data Backup Plan Helix Telecom offers a Data Backup Plan for customers who would like their call recordings backed up on a daily basis. This service is available exclusively to customers with active accounts in good standing. To get started, Submit a Ticket and a representative will be happy to assist you.

how_long_does_the_port_request_process_take

2019-01-18T10:34:32-07:00

The port process takes between 1 day and 3 weeks. The amount of time depends on the accuracy of information provided on the Port Form and how long it takes the loosing carrier to process the paperwork. The FCC requires port requests to be completed within 7 days. Why would a port request take 3 weeks? Please note Helix Telecom is a commercial carrier and only accepts commercial port requests. Commercial port requests are not covered by the same standards as consumer port requests. Heli…

how_long_will_helix_telecom_store_my_voicemail_messages

2019-01-17T15:58:48-07:00

Helix Telecom will store voicemail messages for a period of 6 months. Customers who need to store voicemail messages for a longer period of time should enable email notification of voicemail or download voicemail messages to a computer or cloud drive for archiving.

how_many_ip_addresses_can_i_whitelist_for_my_dialer_or_pbx

2019-04-02T12:19:51-07:00

Helix Telecom permits up to 5 IP addresses to be whitelisted at a time. Customers who need to update the list more than once per month should consider a static IP address or alternative solution.

how_many_phonebook_entries_can_my_phone_store

2019-01-17T15:58:35-07:00

Please see the list below for the maximum number of phonebook entries per phone. * Grandstream GXP-1400 / GXP-1405 is 500 Contacts * Grandstream GXP-2100 is 2000 Contacts * Grandstream GXP-2120 is 2000 Contacts * Grandstream GXP-2124 is 2000 Contacts * Grandstream GXP-2200 is 1000 Contacts

how_many_simultaneous_calls_can_i_make_using_a_auto_dialer_or_robo_dialer_with_my_trunk_server_account

2019-04-02T12:18:01-07:00

The SIP Trunk default configuration is 25 calls per second with a maximum of 100 channels. Customers who need more capacity may Submit a Ticket and request additional capacity.

how_many_voicemail_messages_can_a_mailbox_store

2013-12-20T10:17:48-07:00

A voicemail box can store a total of 500 messages. Your mailbox may automatically lock to prevent any additional messages from being stored. If you exceed the storage capacity of a mailbox and have difficulty deleting old messages please submit a ticket. You may also clear old voicemail messages via the web based voicemail portal.

how_many_voicemail_messages_can_be_stored_at_the_same_time

2013-07-10T12:03:29-07:00

Helix Telecom's voicemail system can store approximately 30 simultaneous voicemail messages at any given time. If you need additional capacity please submit a ticket and a member of our Infrastructure Team will review your request.

how_much_bandwidth_do_i_need

2013-08-12T11:38:12-07:00

Helix Telecom is happy to help customers check their network speed and troubleshoot basic network issues but in order to reduce support costs for all customers Helix Telecom requires the following minimum bandwidth allotment from your ISP before we can troubleshoot call quality issues as a part of our warranty service:

how_to_activate_a_helix_telecom_provisioned_phone

2026-08-11T09:31:00-07:00

These instructions are for activating a voice desk phone where you make or receive voice calls. If you are activating a fax adapter for use with your fax machine then please Submit A Ticket containing the MAC address and Caller ID you would like to use. Our Support Department staff will activate the fax adapter for you.

how_to_add_a_new_portal_user

2021-09-13T17:05:55-07:00

The following instructions only apply to Authorized Users or Account Owners. Authorized Users can add and remove access too the following modules: * Fax Access - Ability to send, receive and download faxes. * SMS Access - Ability to sign in to the Helix text message website at to send, receive and review SMS and MMS messages. * Call Log Access - Ability to view, search and download call logs, view reports, view switch logs. * Phonebook Access - Ability to m…

how_to_add_funds_to_a_pay_per_minute_account_balance

2022-01-06T20:16:43-07:00

Helix Telecom Terms of Service requires all customers to maintain a valid payment method on file. If your payment method on file is invalid please check your most recent invoice for available payment methods and add a valid payment method such as a debit card, credit card or bank account to complete this process. If you fail to maintain a valid payment method on file then your account may be disabled and a return payment fee assessed to your account. Accounts with unpaid service fees may be a…

how_to_add_funds_to_your_prepaid_international_calling_account_balance

2022-02-09T19:32:18-07:00

how_to_cancel_a_phone_number

2026-08-11T09:16:08-07:00

All account related discounts will be removed upon cancellation of any products or services. If cancellation of an extension or phone number will cause the total monthly recurring charges on the account to increase then you will be contacted via email/ticket to approve the cancellation.

how_to_cancel_an_extension

2026-08-11T09:16:39-07:00

how_to_check_the_status_of_a_support_request_or_order_in_the_portal

2025-01-23T12:44:39-07:00

All account orders, equipment orders, tickets and email communications are logged in the support portal. Support requests are ordered by date. If multiple, similar requests are submitted they may be grouped into a master ticket. In these cases only the master ticket will contain updates.

how_to_connect_the_atcom_a-series_phones_to_wifi

2019-11-13T11:58:46-07:00

The following instructions explain how to enable WiFi on a Atcom A series phone and connect the phone to WiFi. Please note the Atcom phones cannot be connected to both WiFi and a wired ethernet connection at the same time. If you are following the instructions below then disconnect the ethernet cable from your phone before beginning.

how_to_create_a_caller_id_filter_rule

2026-08-11T09:15:38-07:00

Caller ID filters allow a customer to block a specific phone number, groups of phone numbers, private numbers, restricted numbers, blocked numbers, anonymous calls, etc.. Follow the instructions below to add or remove a phone number from the block list.

how_to_de-activate_a_helix_telecom_provisioned_phone

2026-08-11T09:15:17-07:00

* Sign into the Customer Portal. Click here for instructions if you need assistance with this step. * If you have multiple accounts then you will be prompted to select an account. Select the account you would like to add an extension too. * Click the CHOOSE SECTION pull-down. * Select PHONES & EXTENSIONS from the list of options. * Your screen should scroll too the PHONES & EXTENSIONS section. * Under PHONES & EXTENSIONS section you should see a table containing a list of all exte…

how_to_determine_if_my_fax_adapter_is_registered_and_able_to_make_receive_calls

2026-08-11T09:16:25-07:00

These instructions apply only to fax adapters. Click here for instructions related to extensions or voice devices. These instructions will identify fax devices that cannot make or receive fax calls. If a device shows ONLINE then a device is able to communicate with Helix Telecom. If a device is appears OFFLINE then the problem is caused by a malfunctioning firewall or internet connection. This information is intended for a trained network professional who understands the SIP protocol and th…

how_to_determine_if_my_phone_is_registered_and_able_to_make_receive_calls

2026-08-11T09:15:55-07:00

This article applies to VOICE devices only. Click here for instructions related to fax devices. These instructions will identify devices that cannot make or receive calls. If a device shows OK or ONLINE then a device is able to communicate with Helix Telecom. If a device is appears OK or ONLINE but is unable to make or receive calls then the problem is caused by a malfunctioning firewall or internet connection. This information is intended for a trained network professional who understands …

how_to_disable_wifi_and_connect_the_atcom_a-series_phones_to_a_wired_connection

2019-11-13T12:03:18-07:00

The Atcom A-series phones cannot connect to both WiFi and wired/ethernet connections simultaneously. Customers who prefer to connect the Atcom A-series phone to a ethernet cable should follow the steps below. * Start with the ethernet cable unplugged from the Atcom phone (unless using POE switch or router). * Press the MENU button. The menu button contains 3 vertical dots followed by 3 horizontal lines. * The settings menu should appear. Press the 2 key. * The wireless menu should …

how_to_order_a_phone_number

2026-08-11T09:30:34-07:00

* Sign into the Customer Portal. Click here for instructions if you need assistance with this step. * If you have multiple accounts then you will be prompted to select an account. Select the account you would like to add a phone number too. * Scroll to the top of the page. * Click the CHOOSE SECTION pull-down. * Select ORDER EXTENSIONS & NUMBERS from the list of options. * Your screen should scroll too the ORDER EXTENSIONS & NUMBERS form.

how_to_order_an_extension

2026-08-11T09:17:47-07:00

These instructions are for ordering an extension. Extensions are used by voice devices (such as desk phones or soft-phones) where you make or receive voice calls. If you are activating a fax adapter for use with your fax machine then please Submit A Ticket containing the MAC address and Caller ID you would like to use. Our Support Department staff will activate the fax adapter for you.

how_to_pair_dp722_or_dp730_with_dp752_base_station

2020-01-11T14:52:16-07:00

If you recently purchased the DP752 base station then sign into the Support Portal, choose section Voice Device Configuration and confirm the number of handsets assigned to the DP752 matches the number of handsets you would like to activate below. If you need assistance contact the Helix Telecom for assistance.

how_to_reset_my_portal_password

2022-01-31T12:09:08-07:00

Customers entering an invalid email address and password combination multiple times will be unable to access the Support Portal until the following day. If you are sure a valid support account was created previously then follow the instructions below to reset your password. If you are not sure a valid support account was created previously then click here to create a new account before trying to reset your password. All customers must create a support account to access the portal. Receiving …

how_to_toggle_the_atcom_a-series_phones_between_wifi_and_wired_connections

2019-11-13T11:02:09-07:00

ht-701

2013-08-26T17:42:28-07:00

Where can I obtain a cheat sheet or user manual for my HT-701 analog phone adapter?

ht-704

2019-01-17T15:58:38-07:00

The Grandstream HT-704 Adapter is designed for reseller customers offering VoIP analog conversion for traditional PBX phone systems. Many features such as Call Waiting and Call Transfer offered for use with the Grandstream HT-701 or Grandstream HT-702 adapters are disabled on the Grandstream HT-704. If you have questions please contact the Helix Telecom Sales Department for assistance.

i_accidentally_exited_a_private_room._how_do_i_join_our_private_room_again

2019-01-17T15:58:39-07:00

Someone currently in your room will need to invite you to re-join the private room. You can send someone a private message and request access by enter the ”@” sign followed by the user name of the person you would like to invite you. If you need any assistance with the Rocket Chat software then simply Submit A Ticket.

i_am_a_cablemodem_cox_comcast_time_warner_customer_replaced_my_router_and_now_internet_is_slow_or_intermittent

2019-01-17T15:58:34-07:00

Contact your ISP and tell the ISP representative to “flush the cache” (“cache” is pronounced “cash”). Also confirm they rebooted the cablemodem and confirm it “bridged” with the on-site router. Also confirm they pinged their cablemodem and there is no packet loss. This should resolve the problem.

i_am_a_helix_telecom_fax_adapter_customer_and_need_to_fax_an_important_document_but_my_fax_adapter_is_not_working._how_do_i_send_my_fax_using_email

2014-04-23T21:21:08-07:00

All Helix Telecom fax service customers can send faxes by email when outbound faxing from a Helix Telecom Fax Adapter is not working properly. This backup service requires your email address and Caller ID to be registered on your account. If you have not registered an email address, ask an Authorized User to submit a ticket including the email address and the phone number you want faxes sent from.

i_am_a_national_customer_and_want_on-site_support

2023-10-05T10:06:40-07:00

Helix Telecom offers paid on-site technical assistance for Ultimate Plan customers. If you would like to sign up for our Ultimate Plan then please Submit A Ticket or click here to chat with a member of our Sales Department for assistance. If you have a malfunctioning device Helix Telecom is happy to issue an RMA ticket where you can ship your equipment for service. Simply submit a ticket requesting an RMA and a member of our staff will be happy to help. Helix Telecom does not charge for warr…

i_am_an_existing_customer_and_need_phone_support

2026-07-31T15:14:22-07:00

Helix Telecom does not include phone support in monthly recurring charges. Customers who are not satisfied with chat or email support may upgrade to our Ultimate Plan by submitting a support request. * Rate plan details and sign-up link can be found online by clicking here. * Existing customers may also chat with our Sales Department by clicking here.

i_am_concerned_about_my_privacy

2019-12-31T14:36:41-07:00

This information is accurate as of April 2, 2017. Helix Telecom collects and stores the following information about customers. Helix Telecom does not share information with third parties except for Billing and internal Support functions. Helix Telecom will not share or sell any customer information for sales and marketing purposes except customer testimonials or anonymous customer feedback surveys.

i_am_currently_using_ring_1_ring_2_or_ring_3_on_my_grandstream_phone._i_would_like_to_set_the_distinctive_ring_to_default_for_specific_calls

2019-01-17T15:58:41-07:00

Customers must choose RING 1, RING 2 or RING 3 for Distinctive Ring calls. Customers who set RING 1, RING 2 or RING 3 using the keypad on their phones are welcome to choose another ring tone other than DEFAULT for Distinctive Ring calls.

i_am_experiencing_difficulty_sending_or_receiving_faxes_via_email

2022-03-02T10:45:56-07:00

Common issues and how to resolve them: * My email was rejected as “not registered” — only email addresses registered on your account can send faxes. See Registering your email address for email-to-fax. * My fax was rejected because no fax document was found — attach your fax as a PDF or TIF file. Emails without a PDF or TIF attachment cannot be sent. * I used an old fax address — the fax addresses ending in @fax100.helixtelecom.com or @fax100.phone123.me are retired. Send faxes to the 10 …

i_am_having_difficulty_porting_a_phone_number_from_helix_telecom_to_a_different_carrier

2025-01-06T11:24:56-07:00

Account owners who would like to port numbers to another carrier must validate their identity by signing into the Support Portal and submitting a blank Letter of Agency from the new carrier. IMPORTANT: Authorized Users are not account owners. The account owner is the person or entity who opened the account. Helix Telecom may not release phone numbers without written permission from the account owner. If the name or identity of the person who opened the account was fraudulent then phone numb…

i_am_listening_to_a_call_but_how_do_i_whisper_or_barge

2019-01-17T15:58:47-07:00

Article does not apply to feature codes, only Flash Operator Panel. Listen is the process of choosing an extension and pressing the LISTEN button from the toolbar to hear a call in progress. Whisper is the process of speaking with an internal agent without a customer or other caller hearing you.

i_am_not_an_authorized_user_but_i_need_to_make_a_payment_on_an_account

2022-02-25T05:45:14-07:00

Please Submit A Ticket and a member of our Billing Department will be happy to assist you.

i_am_not_an_authorized_user_but_i_need_to_take_over_an_account

2017-10-23T12:42:39-07:00

Follow these instructions to take possession of an orphan account where the Authorized Users are unavailable to assist you. * Wait until the account is past due. Past due accounts will be played a recording on each outgoing call advising the caller the account requires attention. * Visit . * Submit a ticket requesting permission to take over the orphan account. You will need to include the email address of an existing Authorized User on the account.

i_am_not_receiving_my_incoming_sms_messages

2025-11-03T10:50:00-07:00

Please review the following: * Sign in to the Helix text message website at using your portal login and check for the incoming message. Portal Users must have SMS Access enabled by an account owner (see How to add a new Portal User?). * Please verify you have a valid Campaign Identification Number assigned to your account. Messages from cell phones may be filtered by the carriers when a valid campaign is not attached. * Not all Helix Telecom phone numbers supp…

i_am_porting_my_number_to_a_new_carrier._the_new_carrier_requires_a_specific_type_of_invoice_or_signature

2016-07-18T13:14:40-07:00

The National Portability Administration Center outlines the policies and procedures for porting numbers between carriers in a cost-efficient and expedient as possible while still retaining a healthy level security. Helix Telecom does not offer assistance for customers who choose a new carrier that exceeds the requirements outlined by the NPAC for porting numbers from one carrier to another. If you experience difficulty completing your port request then we suggest contacting the new carrier for…

i_am_trying_to_pay_my_invoice_but_my_card_declined

2019-02-13T12:12:38-07:00

The most common reasons a debit or credit card declines are as follows.. * The street address entered does not match the street address on file with the card issuing financial institution. Please keep in mind the Billing Address for your card may be different than the address where your monthly statement is sent. * The card number or CCV was entered incorrectly. * The card issuer has put a fraud hold on your account.

i_am_unable_to_hear_a_dialtone_on_my_handset

2019-01-17T15:58:38-07:00

If your DP-710/715 handset is malfunctioning please remove all batteries from the handset for a period of 10 seconds the re-insert the batteries into the handset as you found them. You can find a video and images below. If you are still unable to make or receive calls using your DP-710/715 then disconnect power from the base unit for a period of 10 seconds before reconnecting power. It may take as long as 15 minutes for your base unit to provision.

i_am_unable_to_receive_incoming_calls_to_a_specific_extension_while_all_my_other_phones_work_fine

2015-10-16T12:44:23-07:00

If incoming calls to a specific extension fail with a busy signal or error message the most common cause is improperly configured Call Forwarding or Do Not Disturb is enabled. Please follow all steps in these 2 articles before submitting a ticket to Helix Telecom Support Department. If Call Forwarding or Do Not Disturb were enabled on a phone then Helix Telecom Support Department will be unable to remove Call Forwarding or Do Not Disturb remotely. Additionally these features can not be rem…

i_am_unable_to_receive_some_automated_emails_from_helix_telecom

2022-03-02T10:45:41-07:00

Click here for information about configuring your email hosting company to accept emails from Helix Telecom.

i_am_unhappy_with_the_service._i_want_to_speak_with_a_supervisor_manager_or_owner_immediately

2019-04-17T15:01:40-07:00

Helix Telecom takes pride in offering the lowest cost, rock solid service expected from any major telecommunications provider in North America. In order to provide this low cost service for growing small businesses Helix Telecom does not permit customers to demand escalation except in very specific circumstances.

i_called_emergency_support_but_i_was_unable_to_authenticate

2019-01-17T15:58:41-07:00

I called Emergency Support but I was unable to authenticate. Can you help me? Helix Telecom Emergency Support is not available to all customers. The following customers are not permitted to contact Emergency Support: * Customers are limited to 1 emergency request during a single 24 hour period. * Customers who have contacted Emergency Support for requests that did not qualify as an emergency. Please see our submit a ticket page for information on qualifying emergencies. * Customers wh…

i_canceled_a_number_by_accident._can_i_have_it_re-activated

2014-03-21T10:12:17-07:00

Sometimes. Please submit a ticket and we will be happy to check for you. Hundreds of thousands of phone numbers are exchanged by customers and carriers daily. In many cases the termination of a phone number is not reversible. The United States Congress has delegated rulemaking authority regarding lease and transfer of phone numbers to the Federal Communication Commission and North American Numbering Plan Administration. The FCC and NANPA have very clear rules in place to govern the transfe…

i_have_a_large_number_of_old_voicemail_messages._when_i_listen_to_the_messages_they_are_blank

2016-01-02T22:46:54-07:00

Helix Telecom stores voicemail messages for a minimum of 6 months. Voicemail messages older than 6 months are truncated. Customers who need to store voicemail messages longer than 6 months should login to the customer portal and download all voicemail messages to a computer or external drive for archival purposes. Customers may also request email notification of voicemail to be enabled on individual mailboxes.

i_have_read_the_reasonable_use_paragraph_of_the_terms_of_service_tos_but_still_have_questions

2018-04-11T11:19:29-07:00

This document is designed offer additional guidance when reading the Reasonable Use paragraph of the Terms of Service. This document does replace the Terms of Service and is not admissible in a court of law. The following are considered a violation of Helix Telecom Terms of Service except when Helix Telecom has provided customers explicit written permission via email or ticket. Chat communication is not considered “written permission”.

i_just_received_my_invoice_and_my_rates_are_higher

2026-07-31T15:15:08-07:00

Helix Telecom publishes all pricing on the Helix Telecom Webstore at . Customers who add or remove services from their account will be automatically updated to reflect the new pricing. If you are adding or removing services please be sure to ask how any service changes made to your account may affect your monthly invoicing or refer to our webstore for the latest pricing when calculating your invoice.

i_made_a_payment_on_my_monthly_invoice_via_paypal_but_i_have_not_received_a_credit_on_my_account

2025-01-09T10:21:27-07:00

Customers who would like make payments on monthly invoices via PayPal should follow these steps: * Click the PayPal link on a recent monthly invoice. * Follow the instructions to complete payment. * After successful payment Submit a Ticket with your PayPal transaction ID and request a credit to your account. * If your payment is approved then you will receive a payment receipt within 1 business day.

i_need_all_technical_information_necessary_to_configure_and_troubleshoot_an_unsupported_softphone

2023-01-18T14:51:31-07:00

SIP Username, Password and Proxy information is found in your Support Portal. The following technical information should be helpful for customers installing and configuring an unsupported softphone: * Supported Codecs: ulaw or g729 * STUN Address (if needed): stun.callwithus.com * SIP Port (if needed): UDP 5060, UDP 5062 available but unreliable * SIP ALG must be disabled on your router or modem * Proxy IP addresses provided but may change without notice and not supported.

i_need_to_configure_layer_2_vlan_and_qos_tagging_on_my_phones

2016-11-13T19:25:06-07:00

Helix Telecom does not provide technical support for custom network settings. If you are inquiring about Layer 2 or QOS configuration settings for your phone or router then Helix Telecom assumes you are qualified to make these changes without Helix Telecom's assistance.

i_need_to_see_a_record_of_all_international_calls_from_my_account

2020-02-15T10:28:08-07:00

Follow these instructions to access Call Detail Records for your account: * Please sign into the Customer Support Portal; * Add yourself as a Portal User; * Enable CDR ACCESS; * Click the CDR link found at the top right hand corner of the screen. * Use the FILTER function to search for calls beginning with digits 011 or 022.

i_receive_a_call_that_rings_for_3_or_4_rings_then_pauses_before_ringing_for_an_additional_3_or_4_rings._why_is_there_a_pause

2019-01-17T15:58:51-07:00

Helix Telecom is designed to work with a wide range of consumer and business grade routers and firewall systems. If some routers or firewall appliances detect a constant, 1 way connection for more than a 15 or 20 seconds the system will close the connection and prevent any future connections to the same device.

i_receive_an_error_stating_your_simultaneous_call_limit_reached_when_placing_an_outbound_call

2017-01-11T00:22:41-07:00

The most common reasons for this error message are: * You have connected a third party dialer to your Helix Telecom extension; * You are using Click-To-Dial or an automated dialing application from a third party vendor; * You are sharing your Helix Telecom credentials with more than 1 device (such as a softphone); * You are attempting to place more calls then your Calling Plan permits.

i_received_a_confirmation_message_stating_my_fax_was_received_by_helix_telecom_but_no_delivery_confirmation

2023-12-29T15:36:43-07:00

Every fax you send by email produces a final status email that confirms delivery or explains why delivery failed, including a log of the delivery attempts. See Understanding your fax delivery receipt. If you have not received a final status email for your fax, the fax may not have been processed or delivered. Check your junk or spam folder first, then resubmit your fax for delivery.

i_received_an_invoice_but_i_am_not_sure_when_my_card_will_be_charged

2021-12-11T18:23:57-07:00

Debit and credit cards authorized for Automatic Billing will be charged on the day the invoice is generated. Payment deducted from a bank account will be processed within 21 calendar days. Most recent invoice date, estimated date of your next invoice and monthly recurring charges are itemized in the Support Portal. Click here for instructions to access your online Support Portal.

i_received_my_invoice._i_do_not_understand_what_each_item_is_or_why_i_am_being_billed_for_this_item

2019-04-17T14:59:32-07:00

Helix Telecom is primarily an equipment rental company. Helix Telecom provides customers with equipment at a reasonable cost and customers are responsible for a monthly recurring equipment leasing fee. The nature of Helix Telecom's business model is documented in Helix Telecom's Terms of Service (TOS) found at . Customers inquiring about equipment leasing fees should read the entire Terms of Service but specifically the paragraph labeled, ”Equipment”.

i_submitted_a_hold_music_recording_in_mp3_format_and_the_volume_is_too_low_too_high_sounds_choppy_or_sounds_like_static

2019-01-18T10:56:08-07:00

Beginning December 14, 2016 Helix Telecom will no longer “fix” broken MP3 files submitted by customers. Helix Telecom maintains a contractual agreement with third party vendors to provide quality recordings for Helix Telecom customers. Customers who are unable to submit a recording suitable for their needs should visit and submit a request for a new recording. Helix Telecom will review your recording and send you a quote. The cost will be billed to your a…

i_submitted_a_port_request_to_another_carrier_and_my_account_is_no_longer_active

2021-09-15T17:48:39-07:00

The following information is provided “as is” without an express or implied warranty. Customers should refer to the Helix Telecom Terms of Service at for a list of obligations by both customers and Helix Telecom. Customers who receive a link to this document but submit follow-up questions already answered in this document may be unable to communication with Helix Telecom staff in the future.

i_submitted_an_ivr_or_auto_attendant_recording_in_mp3_format_and_the_volume_is_too_low_too_high_sounds_choppy_or_sounds_like_static

2019-09-10T14:15:16-07:00

Beginning December 14, 2016 Helix Telecom will no longer “test”, “fix” or “troubleshoot” MP3 files submitted by customers. Helix Telecom maintains a contractual agreement with third party vendors to provide quality recordings for Helix Telecom customers. Customers who are unable to submit a recording suitable for their needs should visit and submit a request for a new recording. Helix Telecom offers both free and paid recording options.

i_updated_my_phonebook_but_some_entries_still_contain_old_entries

2013-11-17T14:45:33-07:00

If an entry has been manually added to your phonebook or manually edited then the entry will not be updated when a new phonebook is applied. Follow these instructions to remove the manually entered phonebook entry then download the updated phonebook.

i_was_given_a_announcement_code._how_do_i_use_this_code

2019-01-17T15:58:37-07:00

The purpose of an announcement code is to play a recording to a caller while on an active call. This code can be in the form of a string of numbers such as 12345# or as a star code *12345#. For the purpose of these instructions you have a multi-line Helix Telecom desk phone. The lines are labeled “line 1” and “line 2”.

i_was_given_a_toggle_star_code._how_do_i_use_this_code

2015-09-28T16:26:40-07:00

What is a toggle code? A toggle code is most commonly used to toggle calls between 2 destinations. This is done by picking up any Helix Telecom phone, dialing your toggle code, entering a authentication pin or code and waiting for a confirmation response.

i_would_like_my_monthly_invoices_to_display_my_company_name_address_or_phone_number

2017-01-09T13:08:09-07:00

Customers may offer Helix Telecom the following fields to be entered into the Helix Telecom Billing System. If you would like to update your account information to include this information then please submit a ticket and a member of our Helpdesk Staff will be happy to assist you.

i_would_like_the_administrator_password_to_a_helix_telecom_subsidized_phone

2023-09-29T15:07:15-07:00

Helix Telecom recognizes the substantial expense of purchasing a new phone system. Our success depends on offering customers a very low cost alternative to other carriers who charge much higher equipment fees and monthly service charges. In an effort to limit the number of customers who purchase Helix Telecom subsidized equipment for use on a competitor's network Helix Telecom has removed the administrator interface from all provisioned equipment.

i_would_like_to_change_the_ring_tone_for_my_phone

2015-09-21T16:14:14-07:00

Customers who set a ring tone on their individual phone may override the ring tone set for a specific phone number. If you would like to set the ring tone for your phone please visit the Phone Instructions section, click on your specific model phone then locate the instructions for changing the ring tone on your device. Alternatively you may submit a ticket and a member of our staff will locate the instructions for you.

i_would_like_to_integrate_helix_telecom_phone_system_with_my_crm_package

2023-10-05T09:25:39-07:00

Pricing If you would like to enable CRM integration we are happy to help. Customers interested in CRM integration will require a custom server build before the integration process can begin. The current cost is $99 per custom server build. Customers must also maintain a minimum $125/mo in billable services to maintain an account once migrated to a custom server.

i_would_like_to_receive_annual_discounts._how_does_helix_telecom_annual_commitment_work

2025-05-28T16:07:33-07:00

This article references an annual commitment period but may also apply to semi-annual (6 months) or bi-annual (2 year) commitment periods. The specific term of the commitment is outlined on your invoice at time of payment. Customers who commit to a service period receive substantial discounts on the Helix Telecom standard rates. The commitment period begins the date of payment or verbal commitment. The commitment period ends on the date described on the commitment period invoice.

i_would_like_to_set_a_custom_ring_tone_for_incoming_calls_based_on_the_phone_number_dialed

2017-12-10T19:36:16-07:00

Please note Helix Telecom recommends setting Call Tags to identify the phone number dialed for incoming calls. Call Tags display a 1 to 8 letter code before the CallerID on incoming calls. This allows you to identify both the number dialed by the caller and the CallerID number of the incoming call before answering the phone. If you would like to tag incoming calls please submit a ticket and a member of our staff will assist you.

i_would_like_to_set_a_security_pin_on_my_account_to_prevent_unauthorized_international_calling

2019-01-17T15:58:34-07:00

International calling is expensive. For this reason Helix Telecom strongly recommends customers set a security pin to authenticate callers who make international calls from Helix Telecom devices. If you would like to set a security pin for outbound international calls please submit a ticket including the security pin and a member of our Helpdesk Department will be happy to assist you.

i_would_prefer_if_helix_telecom_recorded_my_auto_attendant_or_voicemail_greeting

2018-11-03T15:40:02-07:00

Helix Telecom maintains a list of vendors who can provide fast, quality audio recordings for our customers. If you would like more information such as a list of voice samples and suggested scripts then please Submit A Ticket. Yes. Visit and select CATEGORY -> MUSIC & AUDIO -> NARRATION & VOICE-OVER. A number of voice artists are available but may require an extended amount of time before your recording is complete.

if_i_have_a_time_condition_do_i_need_to_update_my_hours_for_daylight_savings_time

2013-11-07T15:28:13-07:00

Yes. Due to the number of jurisdictions in the United States and Canada who skip Daylight Savings Time (Arizona & Hawaii), jurisdictions with non-standard Daylight Savings Time implementations (New Zealand) and the number of states with individual cities or counties observing, or not observing, Daylight Savings Time (Indiana); Helix Telecom has standardized all time clocks on -07:00 GMT (Greenwich Mean Time) with no Daylight Savings Time adjustments.

if_you_have_a_dsl_connection_from_your_local_phone_company_that_requires_you_to_enter_pppoe_credentials_into_your_router_then_click_here

2014-10-01T21:42:39-07:00

If you have completed the section below then click here to return to the main tutorial page and resume the setup process. This section assumes your DSL modem has been converted to Bridge Mode and your ISP requires you to configure the Netgear router to use a PPPoE login and password. If your ISP does not require a PPPoE login and password for your router to function then click here to resume the Standard Network Setup section of the Troubleshooting Guide and skip this section.

installation_instructions

2021-10-14T19:43:00-07:00

Thank you for choosing Helix Telecom. Our job is to provide all our customers with the absolutely lowest price anywhere. If you need any assistance during the installation process please visit and choose one of the support options including email or chat.

international_calling

2020-02-15T10:29:16-07:00

How do I enable international calling on my Helix Telecom account? Where can I find international calling rates? How do I make an international call from my Helix Telecom phone? How do I make an international call from my Helix Telecom phone and bypass account balance and rate announcements?

is_it_possible_to_delete_individual_call_recordings_from_my_automatic_call_recordings_store

2019-08-05T16:45:53-07:00

Yes. Please see the following instructions for accessing your Automatic Call Recordings via the CuteFTP software. How do I access, search or download my call recordings via Filezilla software installed on my computer? Please note Helix Telecom staff can not assist with the removal of call recordings from your account.

is_it_possible_to_request_a_specific_phone_number_that_does_not_appear_in_helix_telecom_number_search_database

2019-01-18T10:33:37-07:00

Phone numbers are like residential homes. They are bought and sold. Sometimes the homeowner is willing to sell and sometimes you need to offer sufficient compensation to motivate the seller. If you can find the numbers in our database () then we have already bought the number and we are happy to assign them to you.

is_the_flash_operator_panel_a_supported_product

2013-06-25T11:01:59-07:00

The Flash Operator Panel / Management Panel is a closed source, third party product. Because the Flash Operator Panel is not written or supported by Helix Telecom we are unable to provide support for this product. If you are unable to access the Flash Operator Panel then please submit a ticket and we will be happy to confirm the Flash Operator Panel is accessible and working properly.

is_there_a_cost_for_sending_or_receiving_sms_messages

2026-08-30T23:14:48-07:00

Helix Telecom does not charge for sending or receiving SMS or MMS messages. Please note: United States and Canadian mobile carriers require a Campaign Registry Identification Number before commercial SMS messages are delivered to cell phones. The Campaign Registry charges an application fee and a monthly license fee for that registration — see How do I obtain a Campaign Identification Number for the current fees. Those fees are billed through your Campaign Registry application, not by Helix T…

it_arizona

2019-05-03T12:47:49-07:00

Phoenix Brian Woloshin, 6027176382, Computer Repair and Basic Networking ---------- Greg Paris, 602-577-3380, Veteran technologist with experience in network setup, wiring, computer and server installation/repair. Available nights and weekends. Call to schedule an appointment.

it_california

2015-01-14T10:30:00-07:00

Bay Area ---------- Armand Lucas with Nuwire at 312-970-1579 Los Angeles ---------- Tony with allTek Computer Repair at (424)281-4749 http://atcomputerrepair.com

it_florida

2021-02-26T12:01:19-07:00

Orlando, Tampa, Miami, Dayton areas ---------- Contact Armand Lucas with Nuwire at 312-970-1579 Tampa to Naples, West Coast to Okeechobee ---------- Contact Paul VanVeWalle with B&B Telephone Systems at 941-625-6622

it_georgia

2015-12-11T12:18:10-07:00

Atlanta Metro Wiring & Cabling: BNC Low Voltage 1131 Lake Valley Rd Macon, GA 31210 (678) 661-7061 www.bnclowvoltage.com Contact: Brent Henley ---------- Installation: Contact Etrudy Mitchell at 404-358-4276

it_illinois

2014-11-26T13:18:38-07:00

Chicago ---------- I-Tek Communications Tony 773-971-2532 iTEK provides a variety of professional and technical services for Developers, Businesses, Multi Residential Properties, Single Family Homes, Cable Operators, Regional Bell Operating Companies (RBOCs), Certified Local Exchange Carriers (CLECs), Internet Service Providers (ISPs) and business end-users. Our wide array of services include: Site Survey Consulting services CCTV Network Architecture/Design Equipment…

it_massachusetts

2015-08-08T15:07:42-07:00

Boston Metro ---------- Contact William Kutschinski with Data Cable Superstars. His direct number is 203-942-1427. You may also email bbi2007@live.com. Web address is datacablesuperstars@live.com

it_missiouri

2015-06-09T12:19:18-07:00

St Louis ---------- NWO IT Services, 855-345-3241, Cabling & Phone Setup, http://www.nwoitservices.com ----------

it_national

2014-08-13T17:33:36-07:00

Helix Telecom's preferred provider for phone and remote control support is Computer Guruz. The cost for Computer Gurus support is estimated to be $40 per hour. Please be sure to identify yourself as a Helix Telecom customer. This will expedite the troubleshooting process.

it_nevada

2019-11-09T10:40:53-07:00

Las Vegas ---------- Preferred Vendor: Jeremy Carmine, Integrity Technology, 702-234-6282 ---------- G&L Communications, 702-678-6200, Cabling & Phone Setup (Received multiple positive reviews) ---------- Chuck, 702-305-3945 or 702-241-6537

it_newjersey

2014-11-26T13:19:03-07:00

Philadelphia / SJ Metro ---------- Terrence Williams - (856) 418-6415 Home and Corporate service available affordable rates as low as $30 Cisco cat5 lines installed Camera systems. Network (Wireless and Hardwired) Setup and Configuration Computer Hardware Troubleshooting and Replacement Training (Group and One-On-One) Sessions Data Backup and Retrieval Virus Removal Software and Application Troubleshooting

it_newyork

2014-12-31T11:08:57-07:00

Buffalo ---------- Joe at 716-730-9957. I am skilled in all IT related areas including Windows Server configuration/Deployment Collections max software and server configuration PC setup and config. VOIP phone setup and config, New or existing office networking (including cabling. ) PC / Server hardware repair web design (small scale) IP Cameras (can even set them up on your mobile phone) Printer services/networking Wireless Access many types of equipment installation including access control…

it_pennsylvania

2014-11-26T13:19:23-07:00

it_tennessee

2014-11-26T13:21:18-07:00

Chattanooga ---------- Need help with any Computer problem or network issue. Give us a call at TCG. We are fully certified to work on most all computers and networks from small home to industrial applications. Call or text 423-355-1965 today for a free estimate on repairs.

it_texas

2016-05-17T13:51:31-07:00

Houston Preferred Vendor: Clarence Johnson, Texas Data Communication, Computer Repair & Network Support $55/HR (rates may vary based on availability and work performed), 832-264-5818 ---------- Ruben and Jesse at 832-713-3466 ----------

it_washington

2019-01-17T15:58:41-07:00

Rick, 425-280-7994, Wiring

lnp_knowledgebase

2020-10-19T13:30:46-07:00

What is the cost to port a number to Helix Telecom? How do I submit a port request? How long does the port request process take? Should I cancel service with my current phone service provider? What information is required to submit a port request?

my_account_includes_support_for_7_digit_dialing._how_do_i_call_a_phone_number_outside_my_area_code

2019-01-17T15:58:48-07:00

If you would like to confirm 7 digit dialing is enabled on your account the please Submit A Ticket and a member of our staff will be happy to assist you. If you enabled 7 digit dialing on your account then you must dial a 1 before the area code and phone number for calls ouside your area code.

my_account_was_past_due_and_i_am_no_longer_able_to_access_my_call_recordings

2024-12-30T17:12:46-07:00

Helix Telecom automatically purges Call Recording storage for customers who are delinquent or restricted due to a Terms of Service violation. Call recordings removed from the system due to past due invoices are not recoverable.

my_busy_lamp_field_or_blf_key_does_not_update_or_is_delayed

2019-01-17T15:58:34-07:00

The following delays apply to BLF or Busy Lamp Field statuses: * 4 Digit Extensions = No delay updating. * 7 Digit Queue Number = Less than 10 second delay. * 7 Digit Ring Group Number = No delay updating. * 7 Digit Conference Bridge Number = Less than 12 second delay. * Voicemail Box Monitoring (*98+4 digit extension) = Less than 1 minute. * Star Code Toggle = No delay updating.

my_callerid_appears_as_spam_or_suspicious_when_placing_an_outbound_call

2022-03-23T15:30:52-07:00

Labels such as “SPAM”, “SUSPICIOUS” or “FRAUD” are set by the carrier receiving the call. Helix Telecom does not have the capacity to appeal or change the label appearing on outbound calls. Each carrier sets their own criteria for classifying the source of a call based on the phone number sent as the Caller ID Number.

my_callerid_number_is_a_toll_free_phone_number_and_is_not_displaying_properly_on_third_party_phones_or_handsets._can_you_fix_it

2022-03-15T13:22:26-07:00

Toll free phone numbers are not classified as valid CallerID Numbers in North America. For this reason Helix Telecom suggestions using a local phone number in place of toll free phone numbers for outbound calls. Customers may also request a Dial Code. Dial Codes allow customers to choose a CallerID Number on a per-call basis for specific calls where toll free phone numbers do not work properly. If you have a local number assigned to your account then please submit a ticket and request a Dia…

my_email_server_refused_or_deleted_my_fax

2018-07-23T15:16:01-07:00

Faxes are stored by the fax service and can be viewed or downloaded from the customer portal for up to one year. If your mail server refused or deleted an incoming fax notification email, the fax document itself is still available in the portal. If you need a fax resent to a different email address please submit a ticket.

my_fax_does_not_answer_incoming_calls_automatically

2014-06-09T20:23:04-07:00

Helix Telecom does not provide technical support for specific fax machines or fax appliances. If your fax machine displays a ringing tone but does not automatically answer the incoming call then please enable Auto Answer on your fax device. If you need assistance enabling Auto Answer on your fax machine or device please contact the manufacturer for your device for assistance.

my_fax_machine_displays_a_communication_error_when_faxing_from_my_helix_telecom_fax_adapter

2018-11-03T15:38:53-07:00

Here are some basic troubleshooting steps you can take to resolve problems with failed outbound faxes. * Call the fax number provided using your Helix Telecom desk phone or cell phone. You should receive a high pitch fax tone. If the call is answered by a human voice then confirm you are faxing to the correct number. * Helix Telecom fax adapters are only compatible with fax machines capable of operating at 9600bps with ECM turned off. This is known as “Compatibility Mode”, “VoIP Mode” …

my_grandstream_phone_displays_missed_calls_but_i_am_unable_to_clear_the_missed_calls_log

2019-01-17T15:58:51-07:00

If your Helix Telecom phone shows X MISSED CALLS but pressing the MISSED softkey displays the error stating, “No Records Match” then follow the instructions below to clear the call logs. * Obtain the extension number of the phone. * Call the phone from another extension in your office. * Let the phone continue to ring until you are transferred to voicemail. * Press the MISSED softkey button your display. * Press the DOWN ARROW button until you highlight DELETE ALL ENTRIES. * Press …

my_individual_or_global_phonebook_has_been_applied._how_do_i_update_my_phones_to_see_the_new_phonebook

2022-03-07T19:22:53-07:00

Follow these instructions for each phone you would like to update with the new phonebook: * Confirm the phone has been reset to the main menu. The date and time should be visible on the display before beginning this process. * Click the CIRCLE button (found in the middle of the 4 arrow buttons) * Press the DOWN ARROW button until PHONEBOOK is highlighted * Click the CIRCLE button (found in the middle of the 4 arrow buttons) * Press the DOWN ARROW button until DOWNLOAD PHONEBOOK XML i…

my_order_was_rejected_because_my_identification_does_not_match_my_order_information

2018-04-17T11:20:52-07:00

Helix Telecom requires all customers ordering digital services to submit valid government identification. The documents submitted must match the information found on the order and must correspond to the customer information provided by the internet service provider. Additional checks are also performed to help reduce fraud.

my_past_invoices_were_incorrect_and_i_overpaid_for_service._i_want_a_refund

2019-04-17T14:35:19-07:00

We do apologize for the inconvenience but customers are responsible for reviewing all invoices before payment is made. If you are signed up for Automatic Billing and your debit or credit card was charged within the past 10 days please submit a ticket with a list of products or services you were charged for incorrectly along with any relative ticket numbers and a member of our staff will be happy to assist you.

my_phone_does_not_ring

2019-01-17T15:58:44-07:00

Please see the image below for key information. The ringer may be silenced. Follow these instructions to restore the ringer volume to factory defaults. * Press the RIGHT DISPLAY BUTTON (labeled button #2 in the illustration below) * Press press the DOWN button (labeled button #10 in the illustration below) until you highlight HANDSET on the phone's display * Press the RIGHT DISPLAY BUTTON (labeled button #2 in the illustration below) * Press press the DOWN button (labeled button #10 i…

my_phone_was_successfully_activated_but_displays_the_incorrect_extension_on_my_grandstream_gxp14xx_or_gxp16xx_model_phone_display

2020-11-12T12:27:38-07:00

If your phone contains the incorrect extension on the display then the following steps may correct the problem. If you continue to experience difficulty please Submit A Ticket and a member of our staff will be happy to assist you. * Press the CIRCLE BUTTON on your keypad. * Press the DOWN ARROW BUTTON until you highlight PREFERENCES. * Press the CIRCLE BUTTON on your keypad. * Press the DOWN ARROW BUTTON until you highlight DOWNLOAD SCR. * Press the CIRCLE BUTTON on your keypad.…

my_provider_does_not_send_a_monthly_invoice

2019-01-17T15:58:45-07:00

Yes. The screenshot must include the phone number being ported.

network_equipment

2016-11-13T19:11:43-07:00

What make and model routers does Helix Telecom recommend? What make and model switches does Helix Telecom recommend? I am a cablemodem / Cox / Comcast / Time Warner customer, replaced my router and now internet is slow or intermittent. How do I complete a ping test?

orphans

2019-04-26T10:10:09-07:00

Orphans: Wanted:

outbound_calls_from_my_helix_telecom_phone_are_reported_as_scam_likely_or_similar_message

2022-03-15T13:23:42-07:00

Additional troubleshooting information about Caller ID issues can be found here. The United States Federal Communications Commission passed a rule on November 16, 2019 requiring all major cell phone carriers to begin labelling or blocking calls from any phone number not using call authentication technology. As with most government initiatives the rule was premature and does not provide any framework for how to implement “call authentication technology”. In an effort to comply with the FCC reg…

portal_basics

2019-12-10T13:43:19-07:00

Portal Basics The following instructions are split into 2 sections. The sections are Account and Device Management and Call Routing. Portal Basics - Account and Device Management include: * Account Information; * Billing & Payments; * Phones & Extensions; * Voice Device Configuration; * Fax Device Management; * Phone Numbers; * Fax Delivery Configuration; * SMS Delivery Configuration; * Voicemail & Call Logs; * Softphone & Customer Supplied Hardware; * Flash Operator…

portal_how-to_tutorials

2025-04-03T10:09:23-07:00

Portal Access How to check the status of a support request or order in the portal. How to reset my portal password. How do I create a new Cloud PBX account? How do I add or remove an Authorized User? How to add a new portal user. Ordering How to order an extension.

registering_your_email_address_for_email_to_fax

2026-08-30T20:35:31-07:00

To send faxes by email, the email address you send from and the Caller ID (phone number) shown on your faxes must be registered on your account. Each registered email address is paired with one Caller ID. To register an email address: * Ask an Authorized User on your account to submit a ticket containing the email address and the phone number you want to use as the Caller ID. * Support will confirm once the address is registered.

reseller_qanda

2019-01-17T15:58:37-07:00

Can I redirect outbound calls from a past due customer directly to my office? Can I disable incoming or outgoing calls for one of my accounts without closing the account?

rick_425-280-7994_wiring

2013-07-20T22:37:02-07:00

Hello I install and program Phone systems, Or, move to new location. I install all network wiring for voice and data... I install DVR... cameras for bus. and res. as well Call Rick 425 280-7994 License info: BSKN11901

rocket_chat_hosting

2016-03-04T15:15:09-07:00

How do I access the RocketChat software? How do I create a private room for my employees? How do I invite or add new staff members to a private room? I accidentally exited a private room. How do I join our private room again? How do I private message another registered user?

search_bbb_instructions

2013-02-27T16:56:50-07:00

The process for locating a local computer repair technician is usually simplified by the Better Business Bureau. Here are the instructions you may find helpful locating a computer repair or wiring technician in your area: * Visit * Start typing COMPUTER into the SEARCH FOR field. You should be prompted with a pulldown similar to the one shown in this image. Scroll down to COMPUTERS-NETWORKS. Left click on COMPUTERS-NETWORKS.

should_i_cancel_service_with_my_current_phone_service_provider

2019-01-17T15:58:34-07:00

Do not cancel service with your current provider until you have received a notification from the Helix Telecom LNP Department advising you in writing to do so.

sms_knowledgebase

2025-11-03T10:42:35-07:00

Beginning January 1, 2026 all North America mobile phone carriers will require commercial customers obtain a Campaign Registry Identification Number to send or receive SMS messages. Please click here to apply for a Campaign Identification Number. Send and receive text messages, pictures and videos at using the same login and password you use for the customer portal. The website works on desktop computers and on Android and iPhone mobile browsers. Sign in, select t…

softphone_knowledgebase

2023-01-18T14:52:04-07:00

Supported Softphone Installations Helix Telecom does not offer support for customer supplied equipment or softphones. The following documentation may be helpful. General Softphone Q&A Where can I find a cheat sheet or User Manual for the softphone or customer supplied desk phone?

standard_network_setup_guide

2020-07-28T13:12:59-07:00

Helix Telecom encourages customers to use a Standard Network Setup. The Standard Network Setup has been tested across many providers with hundreds of customers. Customers who use a Standard Network Setup should experience no connectivity issues or call quality issues. This does not mean a Standard Network Setup will fix 100% of all problems found on every network but should make troubleshooting any remaining issues easier. The Standard Network Setup is not required except for customers who…

start

2026-08-11T20:22:29-07:00

Thank you for visiting the Helix Telecom Wiki. The purpose of this Wiki is to help customers get the most value from their Helix Telecom products and services. If you have any questions please feel free to submit a ticket. Helix Telecom Departments Helix Telecom Support Department

submit_a_ticket

2022-01-13T08:56:43-07:00

Customers who would like to chat with Customer Support, submit a support request, view previous support requests, view account details or make account changes must login to the Support Portal. Customers who need help accessing the Support Portal while following these instructions may also contact the Helix Telecom Sales Department via online chat at . Please be sure to specify you need assistance creating or accessing your portal account when prompted.

support_policies

2020-12-02T08:22:22-07:00

Inappropriate Requests The following requests will be automatically closed: * Requests containing inappropriate language or references; * Threats, demands or ultimatums in any context; * Requests submitted in a language other than English; * Vague requests containing insufficient information for Helix Telecom staff to resolve the problem; * Any violation of the Helix Telecom Terms of Service found at ;

tell_me_about_helix_telecom_store_and_forward_fax_technology

2014-08-29T10:26:41-07:00

Helix Telecom fax service receives faxes from fax adapters, email addresses and other carriers transporting faxes to Helix Telecom customers. The destination may be multiple fax adapters, email addresses or fax numbers with other carriers. In an effort to improve flexibility Helix Telecom uses Store & Forward technology.

testing_procedure_for_softphones_and_customer_supplied_desk_phones

2021-03-24T15:49:59-07:00

Please Submit A Ticket including the following information: * Extension number you are entering into your softphone or device. * Password you are entering into your softphone or device. * Domain or proxy address you are entering into your softphone or device. * Operating system you are installing the softphone on (Windows, Android, IOS). * Public IP address of your softphone or device.

the_caller_s_name_is_incorrect_on_incoming_calls_when_using_callerid_name_service

2016-11-07T23:07:47-07:00

CallerID Name Service works by contacting the caller's phone company and asking for the Caller's subscriber information. Some third party carriers choose to provide Helix Telecom with only a city and state, partial name or no information. Release of subscriber information by third parties is optional. Any information provided by the third party will be displayed on the CallerID of your phone if supported.

the_flash_operator_panel_account_link_appears_to_be_unreachable_or_inaccessible

2022-01-25T10:02:20-07:00

You must have a valid Helix Telecom desk phone or soft-phone connected to the same internet connection as your computer and the desk phone or soft-phone must be registered for a period of 15 minutes before the Flash Operator Panel will become accessible from your internet connection.

the_time_zone_printed_on_incoming_faxes_or_fax_notifications_is_incorrect._i_am_in_a_different_time_zone

2015-02-19T10:39:23-07:00

Helix Telecom operates across 15 time zones in 5 countries. For this reason all notifications are assumed to be Mountain Standard Time with no Daylight Savings Time adjustment. If a different time zone is used for a specific notification or announcement then the time zone will be qualified with the correct time zone. A list of appropriate time zones can be found here:

the_wrong_country_appears_on_some_mobile_phones_when_placing_an_outbound_call

2017-10-07T17:56:52-07:00

REFERENCES INTERNAL ARTICLE NUMBERS 121426. Helix Telecom offers 2 different formats for customers making outbound calls. * North America Format (also called E.163) is 1 followed by the area code and phone number. * International Format (also called E.164) is +1 followed by the area code and phone number.

toll_free_phone_number_billing

2013-07-08T21:03:34-07:00

In today's modern environmental of high speed internet and mobile phones most business owners simply expect free long distance to be included with every calling plan. This is simply not the case for most rural and low income households. Most rural and low income households in america still pay expensive per minute charges for long distance.

troubleshooting_guide

2016-01-20T17:14:07-07:00

Before you begin we strongly recommend reading the Standard Network Setup Guide. This setup guide will explain exactly how to install and configure your network to improve speed and reliability while resolving most call quality issues. If you have completed the Standard Network Setup Guide then please the entire Troubleshooting Guide below before proceeding.

troubleshooting_q_a

2022-02-07T09:32:56-07:00

Troubleshooting Q&A Why is my phone number missing from various yellow pages and online maps? How do I test DTMF touch tones from my phone? Why is the timezone incorrect on my Helix Telecom voicemail and recordings? Why are calls placed on hold or parked intermittently disconnected?

trunk_servers

2024-07-24T09:41:13-07:00

Helix Telecom released the Trunk Server platform on May 22, 2017. The documentation below is incomplete. Any questions not covered here should be emailed to support@helixtelecom.com for assistance. What is the support policy for Helix Telecom Trunk Servers?

understanding_your_fax_delivery_receipt

2026-08-30T20:35:35-07:00

After a fax you send by email is processed, you will receive a final email showing the outcome: * Delivered — the fax was received by the destination. * Failed — the fax could not be delivered. The email includes a log of each delivery attempt with the date, time, result, and a plain-language reason (for example, “The line was busy” or “The fax machine did not answer”). * Fax not accepted — your fax was not processed (for example, no PDF or TIF attachment was attached, or your email addre…

vfax_knowledgebase

2013-03-13T21:38:45-07:00

The vFax web portal has been retired. For current fax instructions see the Fax2Email knowledge base: Fax2Email Instructions

what_are_acceptable_audio_file_formats_for_use_with_helix_telecom_phone_service

2018-07-10T14:47:08-07:00

What is an audio file used for? In some cases Helix Telecom customers may wish to upload an audio file to the phone system. These audio files can be played to customers as.. * announcements * queue greetings * IVR menus * music on hold * star codes used to play audio files to potential customers * as greetings on Press 1 campaigns * system recordings on various dialer prompts

what_are_list_of_feature_codes_i_can_use

2019-11-13T13:24:22-07:00

Call Forwarding For more information about Call Forwarding click here. Note: The following call forwarding codes will not work if incoming calls ring multiple phones simultaneously. If you need to forward a phone number configured to ring multiple phones then you must visit and submit your request.

what_are_some_common_call_routing_configurations

2013-07-31T14:00:22-07:00

Available Selections Customers may choose from one of the following scenarios for call routing: * Direct Dial - No Call Tagging * Direct Dial - With Call Tagging * Queue * Queue with Introduction * IVR / Auto Attendant You may find information and examples of these scenarios below. Please choose a scenario that best helps your business.

what_are_the_fax_size_limits

2026-08-30T22:32:42-07:00

The fax service does not impose a size limit for incoming faxes. Outbound faxes are limited to 10 megabytes or 25 pages.

what_are_the_technical_specifications_and_connection_parameters_for_communication_between_the_phones_and_helix_telecom_servers

2016-03-28T15:21:19-07:00

Customers who use non-standard routers may need to customize their router configuration for use with Helix Telecom's service. Helix Telecom uses SIP or Session Initiation Protocol. Helix Telecom standard UDP control port is UDP/5060. Helix Telecom's standard RTP audio ports are UDP/10000 through UDP/30000.

what_area_codes_are_assumed_to_be_the_same_metro_area_for_dynamic_caller_id

2019-05-18T16:49:23-07:00

The following area codes are considered to be the same metro area when selecting a Caller ID when making outbound calls:

what_area_codes_are_covered_by_dynamic_caller_id

2021-01-14T12:19:34-07:00

Customers may choose Dynamic Caller ID based on the state dialed or area code dialed. The chart below provides an general overview of area codes covered by Dynamic Caller ID but the specific area codes are selected at random by Helix Telecom staff when ordering service. Helix Telecom reserves the right to add, remove or substitute area codes or numbers based on state regulations, costs and other factors.

what_changes_are_required_for_my_netgear_router

2016-06-17T12:35:36-07:00

* Login to your Netgear router. * Click the ADVANCED tab. * Click SETUP (if applicable). * Click the WAN SETUP option. Make the following changes: * Check the box for DISABLE PORT SCAN AND DOS PROTECTION. * Check the box for DISABLE SIP ALG. * Set NAT FILTERING to OPEN.

what_dns_servers_should_i_use_to_guarantee_our_equipment_registers_properly_with_helix_telecom_services

2014-07-20T00:34:19-07:00

Helix Telecom uses Google Public DNS and OpenDNS. Google Public DNS and OpenDNS are considered the gold standard in public DNS services. These Public DNS services are exceptionally stable, fast, free and easy to use. Helix Telecom encourages customers to take advance of these services.

what_documentation_is_required_to_port_a_google_voice_number

2019-01-17T15:58:43-07:00

Please be sure to attach a screen shot of your portal interface documenting ownership of the number you would like to port. Simply attach this screenshot in JPEG or GIF format to your online port request form.

what_happens_if_i_am_late_making_a_payment

2021-12-11T18:26:07-07:00

What happens my payment is late? Helix Telecom is a prepaid service. All invoices are generated 10 days in advance of the next billing cycle and are due before the next billing cycle begins. If an invoice is not paid after 240 hours then late fees are assessed. Helix Telecom will apply late fees until the account is terminated.

what_happens_if_i_cancel_services_on_my_account

2023-10-05T09:32:24-07:00

Helix Telecom offers customers discounts and promotional rates from time to time. Helix Telecom discounted and standard rates are published in our Calling Plans section on our webstore online at . Customers who cancel any services after 45 days or are delinquent on their monthly invoices will receive the standard rates on all future invoices.

what_happens_if_i_configure_an_incorrect_password_on_my_softphone_or_device

2019-01-17T15:58:40-07:00

Customers who enter an incorrect password for their softphones may be blocked from accessing Helix Telecom's network for 24 hours. Customers are encouraged to enter their softphone password carefully.

what_headsets_are_compatible_with_my_grandstream_gxp21xx_or_grp26xx_model_phone

2026-07-31T15:16:38-07:00

Customers with bluetooth compatible phones consider purchasing a standard bluetooth headset from a local supplier such as Amazon or Bestbuy before purchasing more expensive solutions from Plantronics. Follow these instructions to see if your phone Grandstream GXP21XX/GRP26XX model phone supports bluetooth headsets:

what_headsets_are_compatible_with_my_gxp14xx_or_gxp16xx_model_phones

2026-07-31T15:15:51-07:00

Helix Telecom offers customers 3 sources of headsets for Grandstream phones. * Plantronics Compatibility Guide: (RECOMMENDED OPTION) * Grandstream Compatibility Chart: * Helix Telecom Webstore:

what_if_i_dial_922_and_i_receive_an_error_message

2019-01-17T15:58:49-07:00

what_information_is_required_to_submit_a_port_request

2014-03-26T13:19:01-07:00

Helix Telecom is a prepaid provider and we do not store customer information. For this reason Helix Telecom is required to obtain the following information: * General contact information including your name, email address and phone number; * The phone number you would like to port; * The Customer Service Record (CSR) address; * A copy of your most recent invoice from the loosing carrier.

what_is_a_dynamic_queue

2019-01-17T15:58:48-07:00

A dynamic queue allows customers to add or remove phones from a queue on demand. What would I use a dynamic queue for? If a customer runs a commercial on a local TV station generating a large volume of calls during a short period of time. During periods of high call volume additional staff members who does not usually answer the phones may be asked to join the queue and take calls to help alleviate the long wait times.

what_is_a_valid_caller_id_for_my_sip_trunk

2024-07-24T09:56:58-07:00

Helix Telecom recommends customers adhere to the following policies when selecting a Caller ID: * The Caller ID must be a valid 10 digit USA based phone number; * The Caller ID must be a VoIP number; * The issuer of the Caller ID must permit third party origination; * The Caller ID must be owned by the business originating the calls;

what_is_an_authorized_user

2025-01-06T11:41:30-07:00

An Authorized User is any user with a valid email address provided at the time a customer's account was created or added subsequently by the account owner or another Authorized User. Authorized Users may request information or make changes to a customer's account.

what_is_an_example_sip_trunk_configuration_for_my_dialer_or_pbx

2019-04-03T13:43:52-07:00

Here is an example SIP Trunk configuration for a dialer or PBX. WARNING: Do not use the context information shown below. Replace the context information with the context used by your dialer or PBX solution. Use of the context information shown below will not work for a majority of dialers or PBX products.

what_is_double-natting

2019-01-17T15:58:46-07:00

Double NAT, or multiple routers on one network, is when two or more Routers’ Network Address Translations (NAT) are placed one after the other. Double NAT is common with computer use and web browsing, but is not recommended for VoIP. Double NAT (Double Routing) is most common when you connect an additional router to the existing router or gateway your Internet Service Provider gave you.

what_is_dynamic_caller_id

2019-05-18T16:36:18-07:00

Dynamic Caller ID allows customers to automatically display a Caller ID based on geographic proximity to the number dialed. If a customer chooses to display a Caller ID based on geographic proximity to the number dialed then Helix Telecom will complete the following steps in order until a suitable Caller ID is found.

what_is_floor_monitor_and_how_is_it_used

2019-01-17T15:58:42-07:00

Floor Monitor allows any owner of a Flash Operator Account to dial 4 + a 4 digit extension plus # and whisper to an agent while they are on a call. The most common use of this feature is with a cordless phone allowing managers to “roam the floor” while monitoring agents in real time.

what_is_helix_telecom_s_billing_process

2023-10-05T10:11:58-07:00

Helix Telecom respects our customer's privacy. For this reason Helix Telecom generally does not require ID verification or credit check when activating new customers. In order to keep costs low and eliminate the need for long term contracts all products and services offered by Helix Telecom are prepaid.

what_is_helix_telecoms_acceptable_use_policy_for_text_messages

2021-10-18T13:47:02-07:00

Helix Telecom SMS Messaging Service is intended for 1 on 1 communication between Helix Telecom customers and the general public. Messages sent or received using any automated method or messages intended to offend, harm, harass or “spam” customers are prohibited. Customers sending any sales related information, including pricing or surveys, must have written consent from the recipient before sending. Customers who violate these Terms of Service may be billed up to $0.25/message and/or terminate…

what_is_hotedesking_or_hoteling

2019-11-08T15:40:48-07:00

Hotdesking or Hoteling allows an employee to download their extension, Caller ID, call routing, global contact list and voicemail box to a handset by dialing 611# from any supported phone assigned to the employee's account.

what_is_latency_and_how_do_i_test_for_it

2019-01-17T15:58:41-07:00

What is latency? Latency is the amount of time it takes for a single bit of communication to travel from one device to another. In the terms of a phone conversation latency is measured as the amount of time it takes for a spoken word to be converted into digital form, sent to another participant in the conversation, converted from the digital form to a voice recording played to the other party.

what_is_my_conference_room_pin

2019-01-17T15:58:34-07:00

This information was provided too you when the conference room was created. If you are unable to locate this information please submit a ticket and a member of our staff will be happy to assist you.

what_is_the_config_server_path_for_grandstream_gxp-21xx_model_phones

2019-02-15T12:35:23-07:00

The following configuration settings are used to provision a Helix Telecom phone for use exclusively with Helix Telecom service. These settings are permanent and can not be reversed by customers, Helix Telecom staff or Grandstream support. Equipment provisioned for use with Helix Telecom service must be activated prior to use.

what_is_the_cost_for_the_flash_operator_panel

2016-12-17T00:28:33-07:00

There is no charge for the Flash Operator Panel at this time.

what_is_the_cost_to_port_a_number_to_helix_telecom

2019-05-13T10:26:27-07:00

Helix Telecom publishes all pricing for number porting on our online catalog by visiting . Pricing is based on the calling plan selected by the customer during account activation. * Pricing for Standard port requests are $10 per phone number up to a maximum of 3 numbers. * Pricing for Expedited port requests are $60 per phone number up to a maximum of 3 numbers. * Customers who would like to port more than 3 numbers should request a custom quote. * Cu…

what_is_the_difference_between_a_fop_admin_and_fop_user_account

2016-12-20T15:52:36-07:00

User accounts can do the following.. * Make outbound calls; * Receive incoming calls; * View status information about other extensions such as the CallerID of the incoming call and duration of the call; * View number of calls waiting in the queue; * View number of voicemail messages for all extensions; * Set FOP preferences for their own account; * Access the personal phone book.

what_is_the_difference_between_a_sip_trunk_and_cloud_pbx

2019-04-02T12:03:41-07:00

Helix Telecom offers 2 types of accounts. The types of accounts are Cloud PBX and SIP Trunk. * The Cloud PBX account is required to activate and maintain a SIP Trunk account. The Cloud PBX is for activating phone numbers and routing incoming calls. Customers may also configure their own dialer or PBX to accept incoming calls from the Cloud PBX and route those calls to individual extensions attached to a dialer or PBX. The Cloud PBX is billed per line and per phone number for incoming c…

what_is_the_difference_between_an_ivr_auto_attendant_queue_intro_music_on_hold_and_a_voicemail_greeting

2019-01-17T15:58:33-07:00

Helix Telecom offers customers a number of different audio recordings. This article is designed to offer terminology and explanation for each type of recording. * IVR / Auto Attendant - The purpose of an IVR or Auto Attendant is to solicit input from a caller and route the call based on the response. For example.. An IVR or Auto Attendant would answer a call, provide your company name, thank the caller for calling and advise the caller if the call is being recorded. The IVR or Auto Atten…

what_is_the_difference_between_an_ivr_or_auto_attendant_and_voicemail

2016-04-30T16:07:53-07:00

What is the difference between an IVR (Interactive Voice Response System) and Auto Attendant? An IVR is the same as an Auto Attendant. The purpose of the IVR or Auto Attendant is simply to play a recording and ask callers to enter digits. Upon entering a digit or series of digits the call is forwarded to an extension, mailbox, queue or another destination.

what_is_the_difference_between_bridge_mode_and_route_mode

2013-04-26T15:01:20-07:00

In Router Mode your DSL modem will operate as a firewall protecting your computer from intrusion from outside your internal network. ISP supplied DSL modems are very inexpensive and therefore do not contain sufficient resources to protect more than 1 or 2 computers. Connecting more than 1 or 2 computers to your DSL modem may cause computers to intermittently disconnect from the internet or respond slowly.

what_is_the_difference_between_intercom_and_paging

2015-10-16T10:56:11-07:00

Intercom is the process of dialing a code on your phone to reach a specific extension, the call is placed on speakerphone automatically and allows a bi-directional conversation between both parties of the call. Paging is the process of dialing a code on your phone to reach all extensions on your account, the call is placed on speakerphone automatically but paging is only a one-way broadcast from the person who placed the call to all extensions on the account. If someone speaks during the pag…

what_is_the_difference_between_sms_and_mms

2019-10-07T15:19:40-07:00

SMS stands for Short Message Service and is the most widely used type of text messaging. With a SMS, you can send a message of up to 160 characters to another device. Longer messages are normally split up into multiple messages. MMS stands for Multimedia Messaging Service. With a MMS, you can send a message including pictures, video or audio content to another device.

what_is_the_due_date_for_my_helix_telecom_invoice

2021-12-11T18:24:38-07:00

All Helix Telecom invoices are due 240 hours (or 10 days) after they are generated. The date, time and time zone is printed on all invoices.

what_is_the_file_naming_convention_for_incoming_calls

2014-10-07T16:51:01-07:00

Files are named using the following format. IN--CID_-TO_-EXT_-UNIQUEID_.mp3 For example.. If the file is named: IN-20010-CID_77759886852-TO_6233213933_EXT_1099VM_UNIQUEID_1397335606.564534.mp3

what_is_the_file_naming_convention_for_outgoing_calls

2014-10-07T16:55:02-07:00

Files are named using the following format. OUT-SOURCE_-CID_-TO_-UNIQUEID_.mp3 For example.. If the file is named: OUT-SOURCE_2001000-CID_8556154357-TO_8008291040-UNIQUEID_1397446692.739431.mp3

what_is_the_flash_operator_panel

2016-10-28T12:43:46-07:00

The Flash Operator Panel is used by floor managers and others who need to monitor agents live. From the Flash Operator Panel customers can: * Dial numbers from the web interface * Transfer Calls * Transfer Calls directly to voicemail * Pickup a call ringing at another extension * Listen to a call in progress at a different extension * Whisper to your employee while on a call without the other party hearing you * Hang up a call * Manage presence of agents in your organization (A…

what_is_the_login_and_password_for_the_web_interface_on_my_atcom_phone

2019-11-12T18:09:54-07:00

The login and password should only be used by IT technicians comfortable with modifying the configuration of the Atcom phones. Tampering with equipment may require customers to return phones to Helix Telecom for repair. Below is the login information for the Atcom phones.

what_is_the_process_for_recording_an_ivr_or_auto_attendant_greeting

2022-02-25T05:46:40-07:00

Before proceeding please submit a ticket with your request. You will need a ticket number to complete the recording process. Helix Telecom also offers paid, professional recording services by visiting . Please follow these steps for creating an audio file from a Helix Telecom issued phone:

what_is_the_remote_dial_feature

2016-04-12T02:48:10-07:00

Remote Dial is in beta and not available to everyone. If you would like to use Remote Dial please Submit A Ticket and a member of our staff will be happy to assist you. Remote Dial is for customers who are out of the office and would like to place outbound calls from their smartphone while displaying a different CallerID (such as the main company phone number or office number).

what_is_the_support_policy_for_helix_telecom_trunk_servers

2019-05-03T11:22:01-07:00

The following support policies cover Helix Telecom Trunk Servers: * Helix Telecom does not provide any technical assistance for Trunk Server accounts. * Helix Telecom is not responsible for troubleshooting customer supplied hardware or softphones even if the problem is caused by a failure within Helix Telecom's network.

what_is_the_user_password_for_the_web_interface_on_my_grandstream_gxp21xx_or_grp26xx_model_phone

2019-11-20T13:28:26-07:00

Customers may set a password when accessing the web interface for some Grandstream model phones. The default username is user and the default password is 123. If the default username and password does not work then Submit A Ticket for assistance. Customers may need a RMA to return the phone as some passwords cannot be reset remotely.

what_is_the_user_password_for_the_web_interface_on_my_gxp-2100_gxp-2120_or_gxp-2124_model_phone

2019-01-17T15:58:51-07:00

The following passwords apply depending on the model of phone. * 123 * 1234 If you attempted different passwords too many times the interface may lock for up to 60 minutes to prevent unauthorized tampering.

what_is_your_return_policy

2023-10-05T09:51:25-07:00

Helix Telecom's return policy is based on the ordering method for your equipment or service: * If you placed an order online via then please visit and submit a new support request. Equipment unused, unopened and unactivated equipment purchased within the past 10 days may be returned for exchange or credit with prior approval. * If you placed an order via a custom invoice please review the refund policy printed on your invoice. …

what_make_and_model_routers_does_helix_telecom_recommend

2019-11-28T10:09:10-07:00

Helix Telecom recommends the following model routers with a manufacture date of 2015 or later: * Netgear WNR-series routers (such as a WNR1000, WNR2000, etc.. ) * Netgear N-series routers (such as the Netgear N150, N300, N600, N900, etc.. ) * Netgear R-series routers (such as a Netgear R300, R300, R8000, R9000, etc.. ) * Netgear AC-series routers (such a a Netgear AC2100, AC2400, etc.. ) * Netgear WNDR-series routers (such as the Netgear WNDR4720, WNDR4700, etc..) * Cisco RV1XX seri…

what_make_and_model_switches_does_helix_telecom_recommend

2014-03-24T13:23:07-07:00

Helix Telecom recommends any quality, non-gigabit, unmanaged network switch. The following switch has been tested by multiple customers with positive feedback: TP-LINK TL-SF1024D 24-Port 10/100Mbps, Switch The TL-SF1024D comes in multiple form factors including 13”, 19” and Desktop with 5, 8, 16, 24 and 48 ports.

what_method_of_payments_are_accepted

2020-02-17T10:25:51-07:00

Customers may make a payment using any of the following methods. * Bank Account * Visa debit or credit card * Mastercard debit or credit card * American Express debit or credit card * Discover credit card * JCB card * Diners Club * Bitcoin * PayPal

what_model_phone_do_i_have

2019-01-21T02:43:45-07:00

Need to find the model phone you have? Please see the list of models and images below. Grandstream GXP-1610 Grandstream GXP-2130 Grandstream GXP-2140 Grandstream GXP-2160 Grandstream GXV-3240 Grandstream DP-710/715 Grandstream HT-701

when_calling_some_cell_phones_or_home_phones_the_callerid_shows_up_as_a_far_away_city

2023-10-05T10:01:04-07:00

Helix Telecom offers phone numbers from most geographic areas in North America as well as 13 other countries world wide. Customers should verify the location of a phone number during the selection process. Customers who would like to verify the geographic location of a phone number should click here to chat with the Helix Telecom Sales Department or Submit A Ticket for assistance.

when_calling_some_cell_phones_or_home_phones_the_callerid_shows_up_as_a_far_away_country

2022-03-15T13:23:05-07:00

Helix Telecom includes country location information on all outbound calls. Android, iPhones and Blackberry phones as well as Skype and Google Voice software contain configuration settings to assist the receiving party in determining the origin of the calls. These settings must be configured properly for the correct country to appear on incoming calls.

when_dialing_a_number_the_call_rings_once_then_is_sent_to_a_busy_signal._why

2022-02-07T09:40:25-07:00

This is normal when the number dialed is incorrect. This includes numbers that may have been mis-dialed, ported to a different carrier or in rare instances the busy signal is indication that the phone being dialed is off the hook. If there is a specific number that you can dial from a cell phone or home phone but not from a Helix Telecom phone then follow the instructions below to report the issue.

when_i_click_on_a_call_and_click_call_pickup_the_call_is_not_answered._why

2019-01-17T15:58:45-07:00

Call Pickup is intended to pickup a call that is ringing at a different extension. If the call has already been answered by a different extension then the call pickup will fail. Call pickup may not work properly when answering a queue call. You can find this information on page 5 and page 12 of the Flash Operator Panel manual.

when_making_an_outbound_call_i_received_an_error_saying_my_call_is_prohibited

2022-02-07T09:41:15-07:00

If you receive an error message indicating your call is prohibited then you may be dialing an area code or number not included with your standard calling plan or you simply mis-dialed the number. If you would like us to investigate the issue please follow the instructions below to report the failure.

where_can_i_find_a_cheat_sheet_or_user_manual_for_the_softphone_or_customer_supplied_desk_phone

2019-01-17T15:58:50-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_can_i_find_a_copy_of_the_helix_telecom_equipment_lease_agreement_or_terms_of_service_tos

2019-01-17T15:58:36-07:00

You can find the latest Helix Telecom TOS here:

where_can_i_find_a_manual_for_the_flash_operator_panel

2019-04-09T10:57:37-07:00

WARNING: The Flash Operator Panel documentation includes instructions for recording calls. The Flash Operator Panel call recording process is defective and was disabled by Helix Telecom in 2008. Please ignore the Call Recording instructions found in the Flash Operator Panel manual. Customers who need to record all calls to and from their account should click here for information about Automatic Call Recording. Customers who need to record only some calls should click here for information a…

where_can_i_find_compatible_headsets_for_my_atcom_a-series_phone

2023-10-05T09:51:57-07:00

Atcom A-series phones use a standard RJ9 non-amplified headset jack. The headset jack is identical to the headset jack found on the Yealink SIP-T28P as well as many Cisco and Polycom phones. Customers searching for a quality headset should consider purchasing Plantronics headsets. Please follow these instructions to view available headsets from Plantronics compatible with the Atcom A-series phones.

where_can_i_find_international_calling_rates

2025-05-25T12:33:24-07:00

Please download the CSV file below for worldwide international calling rates. These rates do not include taxes, fees and regulatory costs. Your actual rate may vary from the published rate. If you need rate for a specific number then please submit a ticket with the number you are dialing. Our Sales Department we will be happy to respond with the maximum rate including all applicable taxes, fees and regulatory costs for the current month.

where_can_i_find_sample_network_diagrams_for_my_cablemodem_or_dsl_connection

2014-08-13T17:09:30-07:00

Below are various images and diagrams to help customers design their network. Helix Telecom supports the following network configurations. The configurations are as follows: * Single port cable modem -> approved router -> ethernet switch -> phones -> computers * Single port DSL modem -> approved router -> ethernet switch -> phones -> computers * 4 port cable modem in Bridge Mode -> approved router -> ethernet switch -> phones -> computers * 4 port DSL modem in Bridge Mode -> approved …

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_atcom_a10w_phone

2016-08-10T14:38:42-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_atcom_a20w_phone

2019-01-17T15:58:42-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_atcom_a41w_phone

2019-01-17T15:58:44-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_atcom_a48w_phone

2019-01-17T15:58:38-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_atcom_a68w_phone

2016-09-22T22:46:23-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_atcom_d33_phone

2019-07-18T10:14:23-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_grandstream_gxp21xx_grp26xx_model_phone

2019-11-20T10:54:25-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization. If any portion of the manual attached is incorrect please submit a ticket. We will be happy to correct any inaccuracies.

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_gxp-1760_gxp-1760w_gxp-1780_or_gxp-1782_model_phone

2019-07-11T18:29:15-07:00

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_gxp-2100_gxp-2120_gxp-2124_series_phone

2019-01-17T15:58:42-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_gxp14xx_or_gxp16xx_model_phone

2019-11-20T13:55:22-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_can_i_obtain_a_cheat_sheet_or_user_manual_for_my_ht-701_analog_phone_adapter

2013-08-26T17:43:58-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_can_i_obtain_a_manual_or_cheat_sheet_for_my_dp715

2019-01-17T15:58:47-07:00

Please download the text document attached. This manual can be opened using any web browser. You are welcome to edit this document as needed for your organization.

where_do_i_find_the_grandstream_wp-820_model_phone_mac_address

2019-01-17T15:58:46-07:00

The Grandstream WP-820 model phone MAC address found behind the battery in the rear battery compartment. Simply turn the phone's display away, remove the battery compartment door and carefully remove the battery. The MAC address is found printed on the white-bar coded label behind the battery. The MAC address should begin with the letters and numbers “000b”.

why_am_i_receiving_invoices_from_helix_telecom

2019-01-17T15:58:33-07:00

You are receiving invoices from Helix Telecom because you are listed as an Authorized User on an account. Please see the following article for information about Authorized Users and how to be removed from the account if you no longer wish to receive monthly invoices.

why_are_calls_placed_on_hold_or_parked_intermittently_disconnected

2019-01-17T15:58:36-07:00

Calls experiencing the following symptoms are caused by a malfunctioning router or switch. Please refer to the Troubleshooting Guide for assistance or contact a qualified network technician to help you. * Placing a call on hold does not provide hold music to the caller and hold music has not been disabled. * Calls placed on hold are disconnected. * Parked calls are disconnected.

why_do_i_hear_an_echo_when_speaking_with_people_from_my_helix_telecom_phone

2014-03-12T11:08:13-07:00

Echo is caused by your voice traveling from the microphone on your handset, to the speaker of the other caller's handset, being received by the microphone on the other caller's handset and being repeated back to you. If you are hearing your voice being repeated back to you then the other end of the call must resolve the problem.

why_do_i_receive_a_busy_signal_on_outbound_calls_after_the_phone_has_rang_for_more_than_30_seconds

2019-01-17T15:58:48-07:00

Our system is only designed to ring a phone for approximately 30 seconds. If the phone does not answer then our system is designed to locate a different carrier and try to place the call again. Once all the carriers capable of servicing that number have been exhausted the phone will ring busy indicating the caller could not be reached.

why_do_my_customers_have_to_dial_a_1_or_area_code_before_dialing_my_number

2019-01-17T15:58:49-07:00

The process of dialing a 1 and/or area code before dialing a number is dictated by the carrier where the call is being placed from and not by Helix Telecom. For example.. If your customer owns a Generic Cellular mobile phone then Generic Cellular will dictate to their customers what digit or digits must be dialed in order to call your number. If the customer or customers object to dialing a 1 and/or area code before the number then we encourage those callers to contact their carrier for a…

why_do_others_hear_echo_when_speaking_with_me_on_my_helix_telecom_phone

2014-03-12T11:06:52-07:00

Echo is caused by the voice of your caller being received on your Helix Telecom phone, leaving the handset speaker, being received by the microphone and your voice plus the echo being returned to your caller. The most common causes and solutions for echo problems are:

why_does_my_helix_telecom_phone_always_report_all_circuits_are_busy_when_calling_my_helix_telecom_fax_number

2013-03-13T21:38:15-07:00

Helix Telecom call routing is not designed to dial Helix Telecom fax numbers. These calls will always report All Circuits Are Busy or This Call Is Outside Your Calling Area. Please test your fax number using an alternative carrier.

why_does_my_incoming_sms_message_include_a_string_of_escape_characters_such_as_0

2019-10-07T16:27:13-07:00

The problem is caused by the SMS message sender using a foreign language when creating the SMS message or the sending carrier improperly embedding image media as text. If you are receiving a large number of messages similar to the example below please Submit A Ticket and we will test your Helix Telecom number is working properly.

why_does_my_phone_display_occasionally_disappear

2019-01-17T15:58:44-07:00

The two most common causes for a bad phone display is a bad network cable causing the phone to short circuit or the power cord has failed. If moving the phone or network cable causes the display to fail then check to confirm all cables are securely attached to the phone then submit a ticket. You may need to send the phone to Helix Telecom for testing, repair or replacement.

why_does_my_phone_show_0.0.0.0_as_my_ip_address

2019-01-17T15:58:45-07:00

If the IP address displayed on your phone is 0.0.0.0 then your phone has lost connectivity to your router or DHCP server. Please contact a qualified computer repair technician or network technician to assist you. Helix Telecom is unable to provide technical support for internal networks.

why_does_the_date_on_my_phone_say_1969_my_phone_display_says_network_down_or_a_flashing_network_cable_has_appeared_on_my_display

2015-11-10T13:00:43-07:00

If the date year is 1980 or earlier, the phone display says NETWORK DOWN or a flashing network cable icon appears on your display then your phone has lost connectivity to the internet. We recommend disconnecting power from the phone for a period of 10 seconds, reconnecting power and waiting approximately 10 minutes. If the problem persists then please contact a qualified network technician to assist you.

why_does_the_flash_operator_panel_fop_shows_i_am_still_on_a_call_even_after_i_hung_up_the_phone

2019-01-17T15:58:36-07:00

This is caused by a communication error between your phone and the server. Do not be concerned. The server will automatically identify and terminate these calls during the maintenance window between 10pm and 4am.

why_has_my_easy-to-guess_voicemail_passcode_changed

2019-11-18T18:34:44-07:00

Helix Telecom customers may change their voicemail passcodes or voicemail greetings using any of the following methods: * From any computer in North America via the portal interface; * Using any phone worldwide using the Helix Telecom Voicemail Access Line; * From any Helix Telecom phone connected to your office network; * By dialing your main number and accessing voicemail via an IVR.

why_is_my_phone_number_missing_from_various_yellow_pages_and_online_maps

2017-05-18T15:49:37-07:00

Helix Telecom occasionally receives complaints because customer phone numbers do not appear on various websites such as Yahoo or Google Places, SuperPages, Yellow Pages, Yellow Book, etc.. etc. Helix Telecom phone numbers are also exempt from local 411 listing services. There are 3 reasons why this happens.

why_is_the_timezone_incorrect_on_my_helix_telecom_voicemail_and_recordings

2019-01-17T15:58:50-07:00

Helix Telecom standardizes all services on Mountain Standard Time (-0700 GMT) with no Daylight Savings Time adjustment. This decision was made for a number of reasons including.. * to assist larger customers who are dispersed across geographical areas to understand exactly when a call entry was logged or a voicemail was recorded * eliminate cost of adjusting Helix Telecom systems when a local, state or federal government agency makes changes to Daylight Savings Time * eliminates legal d…

wp820

2018-12-19T17:59:41-07:00

If any portion of the documentation below is inaccurate or incomplete please submit a ticket with a link to the document. A member of our staff will review your request as soon as possible. The Grandstream WP-820 model phone is intended for customers who maintain a technical staff capable of providing technical support for this product. This limitation is documented on the order screen for the Grandstream WP-820 model phones.

zoiper_softphone_information_for_desktop_computers

2021-12-10T10:08:53-07:00

Zoiper Softphone Information for Desktop Computers This page links from General Softphone Information. Helix Telecom offers free documentation support for Zoiper 5. Previous versions of Zoiper are unsupported. NOTE: Zoiper is a paid application. The free version of Zoiper is capable of making and receiving calls only. The paid version of Zoiper is approximately $40€ (40 Euros). Zoiper supports Windows, Mac and Linux. Helix Telecom support is limited to Windows clients only.