Customer Portal

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Bienvenue, Irashaimasse, E komo mai!

This section of our website provides access to the web-based management and information tools we provide.

You will need your Company ID, which appears on your invoice, and the associated password. For some of these applications you will also need the extension number (e.g. for a mailbox you’re working on), and the voicemail password for that extension number.

 

Support
We are dedicated to your being thrilled with our service. Please don’t hesitate to contact us if there’s anything we can do for you. If you have questions about the features and capabilities, or if you’re having difficulty with something, we want to help. You can call us at 443-2700, send email to support@redroad.com, or open up a trouble ticket in our online ticket system. The system asks for your company ID, which is on your invoice. If you don’t have it handy, just put in “unknown”, we’ll still help you!
Documentation

Quick Reference

Image of our Quick Reference Card provided for all new phones

Call Center Reference

Details of our Call Center system, enabling you to handle more calls more efficiently

GXP 4-line and 6-line Desk Phone Users Guide

For customers with our Hosted PBX service, using the GXP-2000 series phones.

Yealink Cordless Phone Quick Reference Sheet

Basic Operations for the Yealink cordless phones.

Yealink Cordless Phone Users Guide

Users guide for the digital Yealink cordless phone

Mailbox Recording Quick Reference

For recording normal greetings, menu boxes, driving directions and other recorded announcements, this guide shows you several easy ways to make and verify your recordings, including uploading a pre-recorded sound file and using our Text-To-Speech system, as well as recording with a phone using your own voice.

Messaging and Call Routing Users Guide

Using the voice mail system, including the phone-based manager and the web-based manager, Mobile Extension, and all aspects of the voice messaging system, Day/Night/Break modes, and call routing administration.

Analog Users Guide

For users of standard analog phones and cordless phones, either with our Line Replacement service or Hosted PBX service.

My Phone

Click HERE to log in.

To log in you will need your Customer ID, your extension number, and  your voicemail password.

The information in the top part of the form is updated immediately when you change it and move away from the field. You can do that by clicking “OK” or just pressing the TAB key. The background changes color and then fades back to normal, to indicate that the system got your change.

Display Name

This is the name shown on the display on your phone.  For most phones this display will change immediately when you change it in the web form.

Label

Click this button to receive a PDF file with a label for your phone, showing all of the programmable keys as they are currently set up.

Upload Phone Book

For Grandstream phones, this enables you to upload a phonebook to our server, which will then be downloaded automatically to your phone.  The phonebook must be in CSV format – that is, a text file with commas separating the values.  The first line of the file must be the names of the fields, and there must be one field named “Name”, and another field named “Number”.  Any other fields will be ignored.  Once you have uploaded the phonebook, click on “Reset My Phone” at the bottom of the Personal Speed Dial section, to download your phonebook.

Call Forwarding

This controls where calls go when your extension is dialed. 

If you do not have any forwarding options set, calls will ring your phone for the specified number of seconds (the default is 28), and then go to voice mail.

 

IMMEDIATE: If this box is checked, your phone will not ring at all; the forwarding instructions will be followed immediately. If you do not check the IMMEDIATE box, then your phone will ring for the specified number of seconds (default is 28) and then the forwarding instructions will be followed.

‘Number’ can be any other extension, or any outside number.  Enter it exactly as you would dial it from your phone. This is the number to which calls will be forwarded.

The “Forward Option” controls whether or not this happens – if it is set to “No Forwarding”, the rest of the settings are ignored.  The other two choices are:

Forward, Voicemail if No Answer: Sends the call to your selected forwarding number.  If there is no answer, our system takes the call back and sends the caller to your Red Road Telecom voicemail box.  Note that if you are forwarding to a cell phone, and you have voicemail on the cell service, your cell phone voice mail will probably pick up before our system takes the call back.  If you need to be sure your calls never go to your cell phone voicemail, use our Mobile Extension service.

Forward, Hang Up if No Answer: Sends the call to your selected forwarding number.  If there is no answer after the given timeout, it hangs up.

Voice Message Options

The next section controls what happens when a call goes to your Red Road Telecom voice mail box:

Announce: If this box is checked, then when a call goes to your voicemail, the system plays your greeting and does not take a message.  If Hang up is checked, it will hang up after playing the message.  Otherwise it will go back to the main menu, if you have one, or to the operator.

Message Notification: This determines what happens after someone leaves a message in your voice mailbox.

Off: No special notification.  Your ‘Message Waiting’ light will still blink, and you will hear a stutter dial tone.

Email Notice: You will receive an email notification for each voice message left in your mailbox, showing the Caller ID name and number (if available) and the time and date of the call.

Email Attachment: The message itself is emailed to you as an attached WAV file. You must fill in an email address to receive the message. To receive an MP3 file instead of WAV, enter your email address as follows: replace ‘@’ with + and add @mp3.redroad.com to the end.

Call Me: The system calls you at the specified phone number, and once you answer it is as if you had pressed the “MSG” button on your phone – it asks for your password and then tells you how many new messages you have, and you can pick up the messages.

Mobile Extension:

If you have the Mobile Extension service, this section enables you to control it.  You can enter up to three phone numbers that will be dialed simultaneously along with your desk phone.  You can set the service to “Active” or “Not Active”.  The third choice, “Follow Mode”, enables you to have your Mobile Extension service activated and deactivated automatically depending on the Night – Day – Break mode of your system.  Check the box next to each mode if you want your Mobile Extension to be active when your system is in that mode.

Personal Speed Dial Editor:

This enables you to program the buttons on your phone.  For Grandstream, Aastra, and Polycom phones this capability is built in to our system.  For other phones please contact us.  

We may already have programmed some keys on your phone for special functions such as DND, another voice mailbox, or setting the system mode.  Please do not change any of the already-programmed values unless you know what you’re doing!

Personal Phone Book Editor:

This enables you to edit the phonebook that will be downloaded into your phone.  If you upload a phonebook using the ‘Upload Phonebook’ selection, your entries will appear here.

 

After changing either the Personal Speed Dials or the Personal Phonebook, you must click Reset My Phone, or reset your phone manually, in order to have the changes take effect.

Voicemail Console

CLICK HERE TO LOG IN.  This will open a new window so you can still refer back to this document.

Once you’ve logged in with your company ID, mailbox extension number, and password, you’ll see a display of your messages:

vmconsole

At the top you can tell the system where to call you – this is used when you choose to return a message, or when you fill in a phone number in the “CALL” field.  The system calls you at the number you chose (the default is just your extension number), and connects you to the caller – showing your business phone number as the number you’re calling from.  In this way you can call from anywhere as if you were in your office.

For each message you have the option to play it, return the call, or move it to a different voice mailbox.  For new messages, you can move them to the “Old” list, and for old messages, you have the option to delete them.

 

Message Recording

CLICK HERE TO LOG IN.  It will open in a separate window so you can still refer to this document.

In addition to using your phone to record voicemail greetings (see the mailbox recording quick reference), you can use the Mailbox Recording Console to create a new voicemail greetings by typing in text and selecting one of our computer voices to read it, or by uploading a .mp3 or .wav file.

Once you’re logged in, the system tells you a phone number to call and a code to enter.  You’ll hear your recording played back over the phone as you make changes.

When you’re done, just hang up – or you can select a new mailbox and start the process again with that one.

Online Payment

CLICK HERE TO LOG IN.

You’ll need your customer ID and password.  This interface enables you to pay your bill online, update your credit card information, and select the option to pay automatically each month.

BIll History

CLICK HERE TO LOG IN.

This will allow you to access all current and past invoices and long distance details.

 

Fax History

CLICK HERE TO LOG IN.

This console provides access to all faxes you’ve received.  You’ll need your company ID and the password for the fax number you’re accessing – each fax number has its own password, in case you have more than one.

If you find a fax but it’s no longer available on the site, let us know – we can retrieve older faxes from our backup system upon request.

Voxitude™ Console

CLICK HERE TO LOG IN.

If you are using our Call Recording feature, this is how you access the recordings.  You can search by date, caller, or called party and playback or download any call recording.

Documentation

Quick Reference

Image of our Quick Reference Card provided for all new phones

Auto-Attendant Users Guide

This guide is for our customers who have only remote or cell-phone based phone service with us, and no in-office phones.

Call Center Reference

Details of our Call Center system, enabling you to handle more calls more efficiently

Analog Users Guide

For users of standard analog phones and cordless phones, either with our Line Replacement service or Hosted PBX service.

GXP 4-line and 6-line Desk Phone Users Guide

For customers with our Hosted PBX service, using the GXP-2000 series phones.

Yealink Cordless Phone Quick Reference Sheet

Basic Operations for the Yealink cordless phones.

Yealink Cordless Phone Users Guide

Users guide for the digital Yealink cordless phone

Mailbox Recording Quick Reference

For recording normal greetings, menu boxes, driving directions and other recorded announcements, this guide shows you several easy ways to make and verify your recordings, including uploading a pre-recorded sound file and using our Text-To-Speech system, as well as recording with a phone using your own voice.

Messaging and Call Routing Users Guide

Using the voice mail system, including the phone-based manager and the web-based manager, Mobile Extension, and all aspects of the voice messaging system, Day/Night/Break modes, and call routing administration.

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