# Provider notes (/docs/phone/providers/)

> What to expect when setting up forwarding with common phone providers.

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](/docs/phone/options/#standard-setups). |
| **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](/docs/phone/options). 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](/docs/phone/options).
- **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](/docs/phone/options/#standard-setups).

#### 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.