Support Soporte

1Log in

Go to redvoztelecom.net/uc/login, enter your username y password, and tap ACCESO. Forgot your password? Use "Forgot your password?" to recover it by email.

2The dashboard and side menu

When you log in you'll see the menu bar on the left, and in the center your list of coworkers and contacts with a search box.

3Your profile (My profile)

En My profile you set your details and how your extension behaves. What you can adjust:

• Login, Nombre y Apellido — how your coworkers identify you.
• Cell phone (Mobile phone) y Email — contact and to receive notifications.
• Foto, Ciudad, País y Zona horaria — your profile and the correct time in your records.
• Cambiar password (Change password) — for security.
• Caller ID — the number you show when calling. Branch — your branch. Extension numbers — your extension(s), e.g. 101.
• VoIP devices — the phones/softphones registered on your extension (with their MAC and status).
• Ringback timeout — how many seconds it rings before going to voicemail (e.g. 20).
• Voicemail to email — turn this on so voicemails reach your email. ✅

3.1Your phone / softphone (SIP registration)

To make and receive calls you need a phone: it can be an physical IP phone or a softphone (an app on your computer or phone, like Zoiper). You "register" it with the SIP of your extension:

• User / Login — the one from your extension (e.g. username100).
• SIP Password — the password we sent you when your account was activated, or the one you generate yourself in your user panel (Retail Client or PBX Client). It's not the extension number.
• Server / Domain — the RedVozTelecom host we give you.

When the softphone shows the green dot (registered), you can dial from its keypad. In the image, Zoiper appears registered and ready to call.

📱 Take your extension in your pocket. You can call from your phone or PC with free apps:

• Zoiper — Android, iPhone/iPad, Windows, Mac and Linux.
• MizuPhone — Android and iOS.
• MicroSIP — Windows.

You download the app, ask us for your SIP details (username, server and password), enter them and you're calling from anywhere with internet. 👉 Apps and guides at redvoztelecom.com/app-para-llamadas.

4Company settings

This is the heart of your phone system. When you go to Settings you see these cards:

People and call routing

• Usuarios (Users) — Add and manage your company's members (each employee = one user/extension).
• Números (Numbers) — Your phone numbers, extension numbers and the "click to call" feature.
• Auto-attendants — The entry menu: "Press 1 for Sales, 2 for Support…" (your IVR).
• Queues — They distribute waiting calls among several agents (ideal for support/sales).
• Call groups — Several phones ring together; the first to answer takes the call.
• Call park — Put a call on hold and pick it up from another phone.
• Greetings — Record the company's welcome messages.

Account and administration

• General — General company settings.
• Account — Top up balance, manage subscription and buy new numbers.
• Billing — Detailed record of calls and SMS.
• Payments — Your payments and invoices.

Extras

• Call recordings — Listen to the recorded calls.
• Integrations — Connect third-party services (CRM, etc.).
• Handler for the tel: protocol — To dial from the panel when you click a number on your PC.

4.1Users — step by step

En Settings → Usuarios you see the table with all the members of your phone system. Each row is a user/extension:

Buttons at the top:

• ADD — Create a new user: fill in Login, Name, assign a free extension, password and (optional) their cell phone for forwarding. Save and the extension is ready to register a phone or softphone.
• IMPORT — Load several users at once from a file (ideal when setting up a company with many extensions).
• BRANCHES — Organize users by location (by default they all go in default).

Para edit, click the user's row and change their details, extension, password or forwarding.

4.2Auto-attendant (IVR)

En Settings → Autoattendants is the list of your voice menus (the "press 1 for…"). Each is a named incoming scenario.

How it works:

• ADD — Create a new menu: give it a name, choose the greeting that plays (from Greetings) and define where each key sends the call: 1 → Sales, 2 → Support, 0 → operator, etc.
• Trash — Delete the scenario you no longer use.
• Para edit, click its name and adjust the greeting, the keypad options and the destinations (extension, queue, group or voicemail).

The typical flow of an incoming call:

4.2.1Advanced IVR: by schedule, by number and nested menus

The voice menu does much more than "press 1 or 2". You can build powerful scenarios:

• By schedule (time conditions) — Have the IVR respond differently depending on day and time. E.g.: during office hours it goes to the normal menu; after hours, holidays or lunch, it sends straight to voicemail or a "we're closed" greeting.
• By dialed number (DID) — Each public number can land on a different IVR. E.g.: the Ventas number goes to one menu and the Soporte to another.
• Destinations for each key — An option can lead to an extension, a ring group, a queue, a voicemail or even to another IVR (menus within menus).
• Greetings with text-to-speech — If you don't want to record, the system reads your text with an automatic voice (available in Spanish, English and other languages).

4.3Greetings

En Settings → Greetings you store the voice messages of the company (those heard in the IVR, voicemail or after hours). You have three ways to create them:

• RECORD — Record the greeting with your microphone right there.
• TEXT TO SPEECH — Type the text and the system turns it into audio with an automatic voice.
• UPLOAD — Upload an audio file (mp3) you've already recorded.

Each greeting in the list has buttons to play (▶), delete (🗑) y share. Then you assign it to an IVR or voicemail.

4.4Call recordings

En Settings → Call recordingsyou find the history of recorded calls. The table shows Date, Caller ID, From/To, Duration and the dialed number. In each row you can:

• ▶ Play — Listen to the recording in the browser.
• ⬇ Download — Save the audio to your computer.
• 🗑 Delete — Delete the recording.

You can filter by number, Caller ID, user or date to find a specific call.

5Channels — teamwork

Channels aren't limited to your company. You can create:

• Phone conference — You add people by email; they get a number and PIN to join.
• Collaboration channel — Outside people join with a link and use the channel from the web, with all features. You and your team manage it from the portal or the UC mobile app.

6Chat and calls inside the panel

Opening a contact opens a conversation where you see the history (calls made, missed and messages). From there you can:

• Call 📞 or make a video call 🎥 with one click.
• Write a message in the bar below (chat).
• Attach image, audio, photo, location, file or a contact (the round menu on the right).

1Log in to the panel

1. Open redvoztelecom.net/VUP in your browser.
2. Enter your number/username and your password (we give them to you when your account is activated).
3. When you log in you'll see, top right, your available balance, the search box and the menu.

2My Profile

Here you manage your details. It has several tabs:

• Personal data — Your first name, last name and contact.
• Invoice data — The information that appears on your invoices.
• Settings — Preferences (language, time zone, notifications).
• Consents — Permissions and authorizations for your account.
• Cambiar password (Change password) — Use it periodically for security.

3Contacts, Chats and Recents

• Contacts — Your personal address book: save names and numbers to call with one click.
• Chats — Your account's built-in messaging.
• Recents — The history of your calls (incoming, outgoing and missed) with date and duration. Missed ones are marked as "You had a missed call".

4Greetings, Find me and speed dial

• Greetings — Record or upload the voice messages heard by those who call you (e.g. your voicemail greeting).
• Find me — Have your calls follow you to several devices: cell phone, IP phone and softphone, at once or in order, so you don't miss calls.
• Speed dials y Quick callings — Assign short numbers to your most frequent contacts.

5Faxes and Call through

• Faxes — Send and receive digital faxes from the panel, with no physical machine.
• Call through — Originate calls from the system to use your rates from any phone.

6Account: balance, top-ups, invoices and voicemails

Your balance in USD is always shown top right. In the Account menu you have everything for your account:

• Top up — Add balance to keep calling.
• Subscriptions — Your active plans.
• Phone numbers — The numbers assigned to your account.
• Payments / Invoices — Your payments and invoices to download.
• Billing (Usage) — Breakdown of calls and expenses.
• Rates — How much it costs to call each destination.
• Recordings — Your recorded calls (if active).
• Voicemails — Your voice messages; you can filter them by date (Date from / Date to).

7Reports and call recording

Your Retail account also gives you control of your calls:

• Call report — In Recents you see the quick history (incoming, outgoing and missed), and in Account → Billing the full breakdown: date, destination, duration and cost of each call.
• Call recording — In Account → Recordings you listen to and download your account's recorded calls (if you have the feature active).
• Voicemails — In Voicemails you check the messages left for you, with a date filter.

1Log in

Go to redvoztelecom.net/Callshop/ with your operator. Top right you see your name, the Operators button and the Settings / About / Sign out.

2Dashboard

As soon as you log in you see three big indicators for the day:

• Balance — The booth's available balance (e.g. $10.50).
• Sales today — How much you sold that day.
• Calls today — How many calls were made.

Below, the Sessions (Sesiones) chart shows activity over time.

3Main menu

• Dashboard — The dashboard with the day's totals.
• Cabins — Open/close each booth and see the ongoing call and its live cost.
• History — All calls made, with duration and amount.
• Rates — The per-destination price charged in the booths.

4Working with the Cabins

En Cabins you see each booth/phone in your shop. To serve a client:

1. Open the booth when the client is about to call (it stays active).
2. While they talk, you see the call live: destination, time and rising cost.
3. On hang-up, close the booth and the system shows you the total to charge.
4. You charge the client and that sale is recorded for the day.

5History, rates and end of day

• History — List of all calls with date, destination, duration and amount. It helps you balance the till at the end of the day and compare with what you collected.
• Rates — Check how much each destination costs before the client calls, to charge correctly.
• The day's totals (Sales today y Calls today) and the Sessions chart give you the quick summary on the dashboard.

1Log in

Go to redvoztelecom.net/VSM3/ResellerLogin, enter your Login y Password and tap Log in. You can check Remember me so you don't type it every time.

2Dashboard (VSM3 Manager)

When you log in you see your Balance (balance in EUR) at the top, the main menu and three live status cards:

• Connected — Calls active right now.
• Pending — Calls in progress.
• SIP registered users — How many of your clients are registered (online).

You can search by call type, login or number to review activity.

3Main menu

• Clients — Your clients, divided into: Retail clients (end clients), Wholesale clients (wholesale), CallShop clients (booths), Bulk generator (create many accounts at once) and Templates (account templates).
• Billing (Facturación) — Your clients' balances, rates and charges.
• Reports — Traffic and usage statistics.
• Notifications — System alerts.

4Retail clients

En Clients → Retail clients you see the table of your end clients:

With New you create a client; with More y Search you filter and do bulk actions. Click a client to top up their balance, change their tariff o enable/disable the account.

5Create a new client

Desde Clients → Retail clients → New you create a client. Typical data:

• Login and password — With which the client logs in/registers their line.
• Tariff — The price plan you charge them (e.g. EUROS-MZ-2023).
• Initial balance (Balance) — The credit they start with.
• Status — Leave it on Active so they can call.

Need many clients at once (for example to resell in bulk)? Use Bulk generator, which creates several accounts automatically, and Templates so they all come out with the same configuration.

6Client types

• Retail clients — End clients who call with their account/softphone.
• Wholesale clients — Other operators you sell traffic to wholesale (by trunk/IP).
• CallShop clients — Call shops/booths you manage as CallShop accounts.
• UC/PBX clients (Phone systems) — You can also create and manage PBX systems complete for your clients, each with its extensions, IVR and queues. They're created from the VSM (or from the UC panel) by choosing the parent company/account they belong to.

7Billing and reports

• Billing (Facturación) — Your clients' balances, rates and charges; here you control how much they owe you and how much they used.
• Reports — Statistics of traffic, minutes and earnings by client or by destination.
• Balance (top) — Your own balance as a reseller; remember to keep it up so your clients don't run out of service.

8Resellers and sub-resellers (hierarchy)

The platform works in levels: the provider (RedVozTelecom) at the top, and below the resellers with up to two levels of sub-resellers. That is, a reseller can have other resellers below them, and those in turn their own end clients.

• Everyone sees only their own — When you log in to the VSM you manage only your clients and your sub-resellers; you don't see those of other branches.
• Balance flows down in cascade — The "upper" reseller's credit feeds those below. If you're the top reseller, your balance sustains your sub-resellers and their clients; if it runs out, your whole branch is affected.
• Same tools, limited scope — Each sub-reseller has their own panel with the same features (clients, rates, billing), but only over their accounts.

1What is a Calling Card?

A calling card is a prepaid credit with a PIN. The client needs no line or app: they just call an access number, enters their PIN and can then dial any destination, deducting from the card's balance.

2How the client uses it (step by step)

1. Dials the access number that comes on the card.
2. The system asks for the PIN → they enter it.
3. Hears their available balance.
4. Dials the destination number (with country code) and talks.
5. The cost is deducted from the card's balance until it runs out.

3Available scenarios (for the administrator)

On the server (VoipSwitch), each card plan uses a scenario that defines what the system asks on entry:

• PIN — Only asks for the PIN and lets you call (the simplest).
• PIN + account — PIN associated with a client account.
• PIN + account + register — Also registers/identifies the number they call from.
• PIN + recharge — Allows recharging the card's balance with another code.

El dialing plan decides where each call goes out (the routes), and the language of the prompts (e.g. Spanish/English).

4Generate cards (Pin Packs)

Cards are created in batches from Pin Packs:

• Calling cards — Generates a group of PINs with a defined balance value.
• Scratch cards — Hidden PINs to print/hand out.

Each batch is ready to sell; when used, the balance deducts automatically.

🔑 I forgot my password, how do I recover it?

In the PBX (UC) panel tap "Forgot your password?" on the login screen and follow the steps by email. In Retail (VUP) or if the email doesn't arrive, write to us and we'll reset it for you.

📵 My softphone (Zoiper/MicroSIP) won't register, I have no line

Check three things: username, password SIP y server — they must be exact. Also check your internet. When the app shows the green dot, you're registered. If there's still no line, contact us with your extension name.

📱 Can I use my extension on my phone?

Yes. Install Zoiper o MizuPhone on your phone, ask us for your SIP details and register your extension. That way you call and receive on your phone with your number, anywhere with internet. More info at app-para-llamadas.

💳 How do I top up my balance?

En Retail (VUP) go to Account → Top up. In the PBX, from Settings → Account. Or top up directly online here: Top up calling balance. Questions or want to pay another way? Contact us.

📨 How do I get voicemails to reach my email?

In the PBX, go to My profile and enable "Voicemail to email". From then on, every voicemail left for you also reaches your email.

🎙️ How do I record my company's welcome greeting?

En Settings → Greetings use RECORD (record with your microphone), TEXT TO SPEECH (type the text and have a voice read it) or UPLOAD (upload an mp3). Then you assign that greeting to your IVR or voicemail.

📞 An incoming call doesn't land on the menu (IVR), what do I check?

Check that the number is pointing to the correct Autoattendant and that the greeting is assigned. If you want a different message after hours, set up the "out of service" scenario. If it gets tricky, we'll look at it together.

🧾 Where do I see my invoices and usage?

In Retail: Account → Invoices / Billing. In PBX: Settings → Billing / Payments. There you'll find the breakdown of calls, SMS and the documents to download.

🟥 I'm a Reseller and a client shows "Inactive"

It's almost always due to zero balance or because the account is disabled. Go to Clients → Retail clients, open that client, top up their balance or change their status to Active.

🏪 In the CallShop, how do I charge for a call?

You open the booth, the client calls, and on hang-up the system shows you the total cost. You charge that amount and the sale is added to Sales today. In History you see everything to balance the till.

🔢 What is an extension and what is it for?

It's the internal number of each person within your phone system (e.g. 100, 101). You dial that short number to talk to a coworker without spending balance, and your calls come in through it.

🌐 Do I need internet to use my line?

Yes. Your phone or softphone connects via internet (it's VoIP). With a stable connection you can call and receive from anywhere in the world, as if you were in your office.

📞 Can I have several people on the same phone system?

Sure. Each employee has their own extension, and you set up queues y ring groups to distribute calls among your team. All from Settings → Usuarios.

🔀 How do I forward my calls to another number or cell?

With the Find me feature in your panel. You set your calls to ring on your cell, IP phone and softphone — at once or in order — so you don't miss any.

🎧 Can I listen to my recorded calls?

Yes, if recording is active. In the PBX they're in Settings → Call recordings and in Retail in Account → Recordings. Want to enable it? Escribinos.

💬 How do I request support?

Desde Contact support or your Client Area. We're here to help you with your phone system, your account or your cards.