Q: Everything is set up correctly but I can’t make or receive calls. What should I do?

  • Confirm that you have activated your lines of service. You can do so by logging into your CONTROL PANEL, clicking “Voice Services” and then clicking “Activation.”
  • Verify that the equipment has power, and that the internet connection in the office is functioning correctly. Perform a "power cycle" on the Smarsh Hosted Services equipment, by unplugging the power cable, waiting for at least 30 seconds, then plugging the equipment back in. If this does not resolve the issue, contact Customer Service for additional assistance.

Q: A phone or base station is broken. Can I exchange it?

  • Call Support and let us know what was damaged. We will immediately ship you a replacement. (Within 30 days of this notification, ship the damaged unit back to us, to avoid a charge for the piece of damaged equipment). This warranty covers equipment failure not caused by customer misuse or damage (e.g. coffee spills, dropping and shattering the phone, etc.)

Q: I need to change my internet service provider. What do I do and how do I qualify it?

  • Your Digital Phone Service has been configured to work with your current ISP.  For further assistance, you may contact customer service. Once your new internet is up and running, please contact us and we will conduct a bandwidth test for you to be sure your internet service is of sufficient quality to support Digital Phone Service before we redirect your numbers to this new circuit.

Q: I’m moving. What do I do about my Hosted Phone Service?

  • Your Digital Phone Service may be moved from your current location to a new location that also has an existing internet connection. We will conduct a bandwidth test for you to be sure that your new internet service is of sufficient quality to support Digital Phone Service and ensure your new address will support enhanced 911 services. Contact Customer Service on the date of the move.

Q: What happens to my phone service if the power is out or the internet is down?

  • Your Auto Attendant will continue to route calls as it is set up until it reaches the timeout setting. If your Auto Attendant times out to a desk phone (extension), calls will go to that extension's failover routing.
  • Failover routing is a feature installed in your Hosted PBX phones. By default, if someone dials a phone's Direct Dial Number while the phones are down, the call will go to voicemail on that desk phone.
  • You can also configure the failover routing to go to another phone number, such as a cell phone, so that calls that come in roll over to that number. To configure your failover routing, click the “Numbers and Extensions” tab in your Hosted PBX Admin Portal and then click on the phone's ID number (hyperlinked next to the extension) and click on “Failover Routing.”
    • Note: Failover routing is customizable per phone extension. The Auto Attendant, unless it provides a way to route calls to specific extensions, will override the setup of the failover routing.