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How do I change my Day Menu and Night menu Greetings?
The recordings callers hear when they call you depend on how your system is set up.  Please contact us if you need to know how you have requested your menus to be configured. There are two prima...
My Phone Doesn't Ring
Problem: Calls do not come to my phone Symptom:  Phone does not ring, calls go straight to voicemail Cause:  The do not disturb feature on your phone is enabled. Resolution: Please ch...
Incoming calls not ringing my phone; DND is off
Problem: Do not disturb is turned off but incoming calls still do not ring my phone. Symptom:  phone does not ring and goes directly to voicemail. Cause:  Do not disturb is enabled via ...
How do I record a Temporary Greeting?
Problem: I need assistance recording a temporary greeting. Symptom:  Cause:  Resolution: A temporary greeting is one that will be used in place of your normal 'unavailable' greeting. Wh...
Why are the lights on my phone wrong?
Problem: Why are the lights on my phone wrong? Symptom:  Speed dial keys programmed with 3 digit extensions show the extension as busy or 'red' but phone is not in use, General voicemail light...
Phone Stuck In Speaker Mode
If you push a LINE or PARK button and pick up the phone at the same time, you may find that the phone goes into Speaker mode.  To clear this, hang up.  The phone will still be in speaker mod...
Analog phone only: Voicemail Password Not Accepted
Problem: Voicemail Password Not Accepted Symptom:  Using an anlog phone, you dial 700 and the system says "Password". You enter your password and after a long pause it says "Login Incorrect". ...
Incoming calls say "RRTC" on my caller ID.
Problem: Why does my caller ID on say RRTC Symptom:  Unfamiliar number, unidentified call source. Cause:  Calls that generate the RRTC entry on your caller ID are calls from fax lines. ...
How do I access my billing History?
Problem: How do I access my billing History? Symptom:  Lost an Invoice, Verify a payment, Verify an invoice item Cause:  Resolution: Go to
Why does a transfered call not go to voicemail?
Problem: Why do calls that are transferred to my phone not go to voicemail? Symptom:  Transfered calls are dropped, callers report can't leave a voicemail Cause:  The forward only optio...
How Do i Print Labels for my GXP phone?
Problem: I have set my programmable keys but do not have labels. Symptom:  Cause:  Resolution: Login to myphone.redroad.com and click the "Label" button on the left hand side of the pag...
How do I make a conference call?
Problem: Customer needs assistance creating a conference call. Symptom:  Unable to connect calls for a conference call Cause:  Resolution: With a live call on your phone select and a...
How Do I Reboot a GXP series phone
Problem: Customer needs assistance rebooting a phone Symptom:  Phone did not perform a reboot as part of an update script, phone lights are not displaying correctly, phone config has not updat...
How do I change VM prompts for multiple mailboxes?
Problem: I would like to know how to change VM and menu prompts for multiple mailboxes Symptom:  Changing recorded message prompts for incoming calls, changing general mailbox VM box prompt, c...
How Do I Look at My Bill?
  To view all current and past invoices, follow the instructions in the email that accompanies each invoice: From our website redroad.com, under Customer Portal, select Billing History.
How Do I Disable Voicemail in Track My Ad?
Problem: Customer would like to stop receiving Voicemails from Track My Callers. Symptom:  Voicemail Notifications are being sent via email and customer would no longer like to receive VM noti...
How Do I Turn Off the Whisper Message in Track My Ad?
Problem: Whisper message plays repeatedly in Track my ad Symptom:  Cause:  Resolution: There have been software updates made to track my ad to prevent this from occurring. If the custom...
Why is my handset not working?
Problem: My phone is on and connected but there is no dial tone when I pick up the receiver. Symptom:  Speaker phone works but no dial tone heard on handset, Phone is connected and registered ...
My internet connection is down
Problem: Customer is unable to connect to the internet. Symptom:  Phones do not ring, no faxes, no internet connection in web browser Cause:  Modem out of sync, ISP service down Resolu...
How do I forward calls to my Cell Phone?
Problem: How do I forward calls to my Cell Phone? Symptom:  Cause:  Resolution: To setup call forwarding use the myphone.redroad.com portal: 1) Login to myphone.redroad.com using your ...
How Do I check my Voicemail
Problem: How do I check my Voicemail for my extension? Symptom:  Cause:  Resolution: Users of GXP series phones provisioned with their own extension can access their voicemail using 1 o...
How do I resolve odd performance issues with an application or computer?
Problem: General performance, and data congestion issues with customers workstation Symptom:  settings do not update, webpages not loading, decreased performance, loss of network connection, a...
How do I enable Do Not Disturb on my phone for GXP phones? DND
Problem: How do I enable Do Not Disturb? Symptom:  Cause:  Resolution: To enable DND for all GXP 21xx phones: Press the menu button on your phone. Scroll to the Preference item and ...
Where can I find more documentation on my phones?
Problem: I would like to access information that explains he features of my phones Symptom:  Cause:  Resolution: To find out more about the settings and features of your GXP series phon...
Does redroad provide additional IT services?
Problem: My network, computers, mobile devices, software, are having technical issues that we cannot resolve. Symptom:  Viruses, crashed computer, computer does not start, data network failure...
How do I change my voicemail Greeting?
Problem: How do I change my voicemail greeting? Resolution: From your Granstream GXP series Red Road Phone press the speed dial button labeled ' General VM' to access your general voicemail box
Why is my phone not powering on?
Problem: My phone is not powered on. Symptom:  Display screen does not display anything. Cause:  The Ethernet connected to the back of your phone may have been moved to a different port...
How do I answer an incoming call ringing at another phone?
Problem: What is the process for answering an incoming call going to another phone? Symptom:  Cause:  If you have setup speed dial buttons to include other extensions or Park buttons you...
How Do I access our General Voicemail box?
Problem: How do I access our office's general voicemail box? Symptom:  Checking messages, Changing Voicemail recording. Cause:  Resolution: If you would like to access the general voic...
How do I purchase a headset for my GXP series phone?
Problem: How do I purchase a headset for my GXP series phone? Symptom:  Cause:  Resolution: Red Road Telecom does not supply headsets to our customers. We recommend viewing the Plantron...
How do I setup and use my Buddy on Hold feature?
Problem: How do I setup and use my Buddy on Hold feature? Symptom:  Cause:  Resolution: (You can also find this on our main website at http://redroad.com/features/mobility/boh.html)
The Caller does not hear me but I can hear them. MUTE
Problem: Why can't callers hear me but I can hear them? Symptom:  Intermittently callers cannot hear me Cause:  Mute button is on. Resolution: In the event that your callers cannot he...
How do I contact Support for service or change requests?
Problem: I need to contact Tech Support for service or change requests. Symptom:  Cause:  Resolution: If you would like to contact our Technical support please feel free to contact us a...
Why is a phone receiving a 192.168 IP address?
Problem: A phone is receiving a 192.168 IP address? Symptom:  calls disabled, no ping responses, loss of connectivity, phone screen showing incorrect information. Cause:  A rouge DHCP r...
What is the cost to setup a conference call bridge?
Problem: What is the cost to setup a conference call bridge? Symptom:  Cause:  Resolution:   A base fee of $10/mo and an additional $.03/min per user. 
How do I receive email notifications of voicemails?
Problem: How do I receive email notifications of voicemails? Symptom:  I receive voicemails while I am out of the office, I would like to check my voicemail while I am at home. Cause:  ...
How do I change the name of the extension on my phone?
Problem: How do I change the name of the extension on my phone? Symptom:  Cause:  Resolution: To change the name of the extension of your phone or any phone in your office: Go to myp...
How do I setup emergency call forwarding?
Problem: How do I setup emergency call forwarding? Symptom:  Cause:  Resolution: In the event of an emergency or natural disaster this can sometimes affect Hawaiian Tel Internet and Pho...
How do I configure call forwarding for my extension? Main Menu 707
Problem: How do I configure call forwarding for my extension Symptom:  Cause:  Resolution: To configure call forwarding for your desktop extension: From your Redroad phone dial 707 ...
How do I update my Credit Card information for automatic billing?
  From our website redroad.com, under Customer Portal, select Online Payment.  You will need your customer ID and password.  
Why are my faxes shrinking?
  This can sometimes occur for fax machine that have a auto-reformatting feature. The feature will convert faxes that were of sizes larger than 8.5 x 11in and reformat them so that they are smal...
 

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