Frequently Asked Questions (FAQs)

Calling

How do I block a caller?

1. Log in to the Web App.
2. Go to Answering Rules → Allow/Block.
3. Enter the 10-digit number, click +, then Done.

  Blocking inbound numbers on a User Extension

Note: Calls ringing to a Call Queue must be blocked by an Office Manager (admin). For security reasons, Level365 cannot add numbers to a Blocked List on a customer's behalf.

How do I call an international number?

1. Dial the exit code.
2. Dial the country code.
3. Dial the area code and number.
4. Enter the Voicemail PIN if prompted.

  International Calling Guide

Note: International calling is off by default. To enable it, complete the International Toll Call Responsibility form and submit a support ticket listing the countries to be called.

Why is my number showing as Spam?

The "Spam" label is added by the phone company of the person being called, not by Level365, so Level365 cannot remove it. These labels are usually triggered by things like making many calls in a short time or people marking calls as unwanted. Level365 can verify that the number is set up correctly, but Level365 cannot submit removal requests. The business that owns the number must contact each phone company directly to request removal.

 Caller ID Showing as Spam

Voicemail

How do I check my voicemail?

• Desk phone: Press the Message button or dial 5001.
• Web App: Go to Messages.

  Accessing voicemail through the portal

How can I change my voicemail greeting?

• Desk phone: Dial 5001 and follow the prompts.
• Web App: Go to Messages → Settings → Greetings.

  Initial Voicemail Setup

Note: In the Web App, a greeting can be created with text-to-speech, uploaded as a .wav or .mp3 file, or recorded over a phone call.

Faxing

Can I use a physical fax machine?

Yes. A Fax ATA connects a traditional fax machine or multifunction copier to Level365 service. Level365 configures the ATA before shipping, so it only needs to be plugged in.

  Fax ATA Connections and Troubleshooting

Note: A Fax ATA is for faxing only and cannot be used for voice calls.

How do I send a fax by email?

1. Address the email to the 10-digit fax number followed by @fax.level365.com (example: 5551234567@fax.level365.com).
2. Attach the document.
3. Click Send.

  Fax via Email

Note: The email subject and body become the cover sheet. Fax by email accepts only approved senders by default; if a fax fails to send, contact Level365 Support.

How do I send a fax from the Web App?

1. Go to Fax → Send Fax.
2. Select the file and the Caller ID.
3. Enter the fax number and send.

  Faxing from Web App

Note: Sent faxes can be viewed by changing the folder dropdown from Inbox to Sent.

How do I confirm a fax was delivered?

Delivery notifications can be sent to the fax machine or by email, depending on the fax service type. Contact Level365 Support to have notifications enabled.

  How to Reach Support

Mobile

How do I make and receive business calls on my cell phone?

1. Install the Level365 Softphone app from the Google Play Store or Apple App Store.
2. Log in with the same credentials used for the Web App.

  Level365 Softphone for Android | Level365 Softphone for iOS

Note: Simultaneous Ring, which is on by default, rings the app along with the user's other devices.

Does my outbound caller ID show my business number?

Yes. Calls placed from the Level365 Softphone app use the caller ID configured on the account, not the cell phone's own number.

Web App

What web browser should I use?

The latest version of Google Chrome is recommended. Most browsers work, but the Level365 platform is designed for Chrome.

  Web App Overview

Call Routing

How do I route calls differently after hours, holidays or emergencies?

Calls are routed by Time Frames and Answering Rules. Set the default answering rule for normal business hours, then add Time Frames for after hours, holidays, and unplanned closures, each with its own answering rule.

  Working with Time Frames for Answering Rules

Note: A Holidays Time Frame can be set to recur every year, so holidays do not need to be re-entered.