Manage My VoIP Service

**Attention Hosted VoIP Outlook Toolbar Users**
Hosted VoIP will be upgraded in October 2020 as part of our keep current platform strategy. This upgrade is necessary to maintain existing services as well as enabling Lumen to explore new features and enhancements to the Hosted VoIP offer in the future.

This upgrade will eliminate the Outlook Toolbar functionality which has been end of sale from the vendor since May 2017. There is no replacement application that integrates the telephony features into Outlook so this functionality will not be available going forward. Hosted VoIP offers the Business Communicator client which provides soft phone and collaboration features for an additional monthly per user charge. The Business Communicator client supports limited integration with Outlook and MS Skype for Business which may offer similar capabilities when those applications are in use. Please reach out to your sales team for more information.

Thank you for being a Lumen Hosted VoIP customer!

Voicemail Security Enhancement:
CenturyLink will be performing an upgrade on 9/23/20 to enhance security requirements for our voicemail system. PINs will now require a minimum of 6 digits with the option of 15 digits in length. The skip PIN option will no longer be available, and specific PIN sequences will not be allowed. If you currently have a mailbox, the new guidelines will only take effect when changing your existing PIN.

For full details on the new guidelines, refer to the Voicemail User Guide. If you previously enabled the skip PIN feature, you will now be required to enter your PIN while accessing voicemail from your IP handset.

Note: Auto Attendant PINs will also follow the new PIN guideline requirements.

Hosted VoIP COVID-19 Remote Work Reminder
The Business Communicator Client supports both voice and video calling and collaboration features for those users working from home or an alternative location as part of the COVID-19 pandemic response. CenturyLink would like to remind you to update your 911 service address to ensure emergency services respond to the correct address should the Business Communicator Client be used to call 911. Address changes can be made through the Administrative or End User portals.

There are also multiple features of the platform that support remote and mobile work including Remote Office, Call Forwarding and Simultaneous Ring which are described in the Hosted VoIP Administrative Portal Guide located in the help section of the portal. You can also refer to the Hosted VoIP Work from Home Options Guide.

CenturyLink Customers - Help Desk
CenturyLink has a Help Desk for your Hosted VoIP, IQ SIP and Integrated Access (Core Connect Enterprise and Fiber+) Moves, Adds or Changes (MAC) as well as requests for additional training.

Please call 844.CTL.VoIP (844.285.8647) or email MACDesk@CenturyLink.com for assistance to:
1. Add/disconnect Seat Inventory
2. Add Features (business communicator, receptionist console, voice mail for group features)
3. Add/Delete Telephone Numbers (does not include ported numbers)
4. Enable/Disable end user features to specific seat types (busy lamp fields, shared call appearances, call pick up groups, etc.)
5. Assist customers with all training needs after initial installation of services.
6. Order additional telephone sets (VVX series, D60 wireless, conference phones).

Training Videos
Training videos for your handset and Business Communicator (R22.7) are now available. Access by clicking the links below, or from within your portal under Help:

Polycom Handset Videos: Click HERE
Cisco Handset Videos: Click HERE
Business Communicator (R22.7) Videos: Click HERE
Access via Portal: Log into your Administrator or End User portal, click on Help from the main menu, then click the handset or Business Communicator video link.

What's New in Your Portal?
Feature enhancements were made to our portals on . Click below to review what's new in your portal!
Portal enhancements, click HERE

Attention: CenturyLink Managed VoIP, Managed VoIP Bundle, IPTelS, or CIPS service customers -- Users of these services now have access to 911 emergency service by directly dialing '9-1-1'. Users who make their outgoing calls dialing an '8'+ number may dial 9-1-1 or 8-9-1-1. Users who make their outgoing calls dialing a '9'+ number may dial 9-1-1 or 9-9-1-1. If you are an Office Administrator, please advise your users of how to dial 911 from their VoIP phone.

TTY callers should directly dial 9-1-1 or other existing emergency numbers in emergency situations. All 9-1-1 centers are now equipped to handle TTY calls.

Telecommunications Relay Service (TRS) can be accessed by dialing 7-1-1 or using the toll-free number listed in your telephone directory. Click HERE for more information about TRS.