Provider notes

Every phone provider handles forwarding a little differently. Here’s what we’ve learned setting up restaurants on each one. Don’t see yours? That’s fine. Most business phone services work, and we’ll figure it out with you.

Note

Before any call with your provider, have your account number and account PIN or passcode ready. It’s the most common reason a setup call has to be rescheduled.

Usually quick

These are VoIP services with an online portal where forwarding can be turned on right away.

Provider	What to know
Nextiva	Forwarding is self-serve in the Nextiva portal. If forwarding is on but calls don’t arrive, the desk phone’s settings may need a fix from your IT team and Nextiva support.
GoTo Connect	Self-serve in the GoTo admin portal. Your IT contact usually holds the admin login, so loop them in early.
Zoom Phone	Managed in the Zoom admin portal, usually by your IT contact.
RingCentral	Your admin sets it up in the RingCentral portal with Super Admin access. It forwards through a relay extension, and needs one spare local number for the return line. See RingCentral setup.
Phone.com	Self-serve forwarding in the Phone.com portal.
Pizza Cloud, Net2Phone and other hosted phone systems	Usually workable. Whoever manages your portal makes the change.

Check your plan first

These providers sell more than one kind of phone service. Some work like VoIP, and some work like a landline. Which one you have decides your setup.

Comcast Business

Comcast has two phone products:

• Business Voice Edge is VoIP and supports forwarding.
• Business Voice is a landline-style product. We forward it to Virnika and send you a phone for transfers, the same as any landline setup. If you’d rather upgrade, Business Voice Edge is the VoIP option, and Comcast rents the phones and replaces them if they break.

Quick check: if your Comcast account number starts with 7 or 9, you have Business Voice Edge.

Tip: when calling Business Voice Edge support at (800) 741-4141, say “technician” to the automated system to reach a person faster. Forwarding changes can take 3 to 5 business days.

Spectrum Business

Spectrum’s standard Business Voice runs through your modem, but it acts like a single landline: there’s no portal for adding numbers and no control over how many rings before forwarding.

• Standard setup: we forward your line to Virnika and send you a phone for transfers, like any landline setup.
• Two or more lines? We can forward one line and use another for transfers instead.
• Already on Spectrum Business Connect? It’s VoIP running on RingCentral, so it’s same day and follows the RingCentral setup in Choose your setup.

Optimum / Altice Business

Same situation as Spectrum. Business Hosted Voice is a cloud phone system and works well. The older Business Voice plugs into TEL ports on the modem and acts like a landline. If you have the older product, we set it up like any landline: forward to Virnika and we send you a phone for transfers.

Verizon

Make sure you can sign in to the My Verizon Business portal before setup starts. Verizon landlines use the standard landline setup: forward to Virnika and we send you a phone for transfers. If you’re moving your number to a new provider, plan for one to two weeks, and start early.

AT&T

Business accounts are managed in AT&T Business Center, but forwarding usually needs a call to AT&T support. Have your PIN or passcode ready, and allow extra time.

Set up by your provider or IT team

Windstream / Uniti

Forwarding isn’t self-serve. Your IT team opens a service request with Uniti, and Uniti’s network team sets up forwarding for each location. Tell them the call flow plainly: “public number, to the Virnika number, to the store.”

Intermedia and managed phone plans

If an IT company manages your phones, they’ll usually need to make the change. Confirm who has admin access before setup starts.

Troubleshooting forwarding

Calls aren't reaching Virnika after setup

1. Check the forwarding number for typos, such as two swapped digits.
2. Test by calling your public number from a cell phone, not from a phone inside the store.
3. If your system rings the store before forwarding, check the ring count.
4. Still stuck? We’ll get on a call with you and your provider’s support line together.

Forwarding keeps turning itself off

Another admin on your phone account may be “fixing” a setting they don’t recognize. Let everyone with access know about the change, or limit portal access to one person.

I can't find the forwarding settings

Look for something like Settings → Phones → Call Handling → Forward Calls. On managed plans, your provider may need to change it for you.