URGENT ATTENTION for ALL Lumen IP Voice Customers*
Your action may be required, based upon upcoming FCC mandates effective June 2021, to avoid possible disruption or decline of your Voice calls.
This may involve updating your phone system to ensure the proper calling number format in time to meet this critical deadline.
Please click HERE to review the calling party number standards that must be met within the Lumen network. This is due to the introduction of the FCC’s mandate regarding robocall mitigation methods, such as STIR/SHAKEN, to ensure the proper formatting of calling party number which is critical to the completion and delivery of your traffic.
*These standards are generally applicable to your non-TDM voice and IP based voice termination service Lumen provides to you.
Thank you for immediate attention to this matter, if you should have questions, please consult your Lumen account team.
Effective immediately for Enterprise SIP Trunking Product
Your service to the grandfathered Lumen product Enterprise SIP Trunking Product will not accept portal updates. You received notice in 2020 that this product was grandfathered with the FCC on October 30, 2020 because the platform associated with this service is no longer supported.
• In the event you need to make updates please call 844-88LUMEN Monday through Friday 8am-7pm EST.
• The support team will help facilitate feature management changes only as this portal is no longer supported at this time.
• We encourage you to contact your account team as soon as possible to schedule a migratation and discuss special pricing offers on communication solutions. https://www.lumen.com/en-us/communications/voice-complete.html
Attention Call Recording Users
Call recording is assigned to a specific user ID when implemented. Changing the user ID for a user when call recording is enabled, is not supported. To change a call recording user ID, the call recording feature must be disabled, then call recording can be re-enabled after the user ID is changed. Existing recordings that were saved to the old user ID WILL BE LOST upon enablement of the new user ID for call recording.
Attention Hosted VoIP and IQ SIP Voicemail Users
Security enhancements will be made to the voicemail platform as part of our keep current initiatives on Thursday, October 15th. The option to skip entering a PIN on all voicemail greetings will no longer be available and new PIN guidelines will be implemented.
How does this impact you?
If the skip PIN option was disabled, there is no impact. If the skip PIN option was enabled, a PIN will have to be entered when dialing voicemail from an IP handset or Business Communicator. PIN length will be a minimum of 6 digits with a maximum of 15 and new guidelines regarding repeating characters and sequential characters will be implemented.
If skip PIN was enabled and you have forgotten your password, you will need to call Lumen VoIP Repair at 877-453-8353, option 1, 2, 2, for assistance. If your current voicemail PIN does not meet the new guidelines, there is no immediate impact but we recommend you change your PIN frequently. When you do change your PIN, you will be required to follow the new guidelines. The new voicemail PIN guidelines can be found in the Voicemail User Guide.
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. Lumen 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.
Lumen 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@Lumen.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 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: Lumen 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.