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Voice: General Information, Customer Feature Management Portal, and Troubleshooting Tips

Summary

Rated:


Voice Table of Contents

Call Rates
Star Codes
Customer Features Management Portal
Accessing the Customer Features Management Portal
Logging Into the Customer Features Management Portal

View and validate your E911 address
Voice: Managing your call screening options
- Call Screening
- Call Handling
Voice: Managing voicemail
- Listen to Voicemail on your Viasat Phone
- Voicemail Shortcuts
- Access Voicemail Remotely
- Personalize Voicemail
- Listen to Voicemail on Customer Features Management Portal
- Voicemail Features
Troubleshooting your Voice service
- Issue: Echo
- Issue: No Dial Tone & Dead Air
- Issue: No Dial Tone & Fast Busy
- Issue: Buzzing & Static
- Issue: I can hear the other person but they can't hear me
- Issue: Internet service not working
- Issue: Can't dial a particular number
- Issue: Busy signal at end of call
- Issue: Overheating/Hot Voice Adapter
 

Call Rates

To access Viasat Voice's call rate sheet, click here. 
 

Star Codes

Star codes are shortcuts that can help you access voice features faster. Some popular ones are: 

*30 -  Enable Call Forwarding

*36 -  Enter Voicemail

*57 - Enable Call Waiting

*58 -  Disable Call Waiting

*69 -  Call back

 

Customer Features Management Portal

The Customer Features Management Portal is an online portal provided for Voice customers.  The Customer Features Management Portal allows you to manage your Voice account 24 hours a day, 7 days a week.  Through the  Portal you can:
  • Manage Voice Mail Settings
  • Manage Call Screening Settings
  • Manage Call Forwarding Settings
  • View and Update Your Account Information

 

Accessing the Customer Features Management Portal


To access the Portal, go to viasat.user.alianza.com or copy and paste the URL into your browser window.
 

Logging Into the Customer Features Management Portal

After accessing the Portal, login using your Username and Password. 
Username = Voice phone number or Service agreement number (400#).
Password = Initially set as the first 4 letters capitalized of their first name and first 4 letters lowercase of their last name. (eg. JOHNdean).

Note: If either name is less than 4 characters, then 0's are added to the end to make it 8 characters. (eg. BOBdee00) The first name is always capital letters and the last name is always lower case.
 
Forgot Password?
Please enter the username and password provided to you when you ordered your voice service. If you did not receive or you do not remember your username and password, please click here to connect with a Chat agent who will be happy to assist you. 

 

View and validate your E911 address

On your Customer Features Management Portal dashboard, please take a minute to look at your E911 Address. If it is not correct, please follow the instructions below to update them, as this is where emergency services will go if 911 is dialed on your Viasat Voice handset.

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Click on your Phone Number.  This will populate a Phone Number menu to your right.

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  1.   On the Phone Number menu, under Customer Service Record, you can change your name, Caller ID name (what shows up when you call other people), and your address.
  1. If  the address on your Customer Service Record  matches where you would like emergency services to be sent, check the check box under E911 Record. If not, uncheck the box and enter in the address where emergency services should go in case of an emergency.
  1. If you want your Directory Listing to be the same as your Customer Service Record, check the box under Directory Listing. If not, uncheck the box and enter in the address you would like to use as a Directory Listing, as well as any Privacy Settings you wish to update.
  1. Click the Save button to save any changes you made and to be taken back to your Customer Features Management Portal Dashboard.

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Voice: Managing your call screening options

 

Call Screening


Controls how incoming calls will be handled and provides permission options for calls from anonymous numbers, toll-free numbers, and other callers (including specific phone numbers). 
Permission Options available to select in the pull-down menu for each type of caller:
  1. Block
  2. Block with Intercept Message
  3. Allow
  4. Voicemail
  5. Forward
    If you choose to forward calls from a specific caller, you can input the caller’s number for forwarding in the “Screening Forward Number” field.

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Call Handling

Call Handling features are used to create a schedule and select other actions setup for when a call is received. 
Actions Include: 
  1. Do Not Disturb - Checking this box will stop the phone from ringing and follow the call flow set for when a call is not answered (usually directing it to voicemail)
  2. Ring Phone - This will ring the phone associated with the account. Below this option are additional options for what to do if the call isn't answered:
    • The call is unanswered after a set number of seconds
    • The device is busy (already in use) so couldn't take the call
    • The device is out of service (device lost power and is not showing as an active device).
      The image below shows that all unanswered calls will be sent to voicemail.
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  1. Forward All - Allows you to choose an alternate phone number to which all calls will be sent.
 
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  1. Simultaneous Ring - Simultaneous Ring will ring all numbers added to the list. The first phone number to pick up will take the call.
    • You can set a time limit for how long the numbers receive the call or the call can ring continuously.
    • If the call is not answered, the call can be sent to voicemail, forwarded to another number, or give a busy tone.
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  1. Find Me – Will ring each destination sequentially for the specified amount of time.
    • If the call is unanswered, the Timeout Action will be performed. Timeout Action options are to send to the call to voicemail or give a busy signal.
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Voice: Managing voicemail


Voicemail boxes are automatically created when a voice account is created.

 
  1. Click Voicemail under Account.

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  1. Click Edit to edit the voicemail features listed below.
 
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Listen to Voicemail on your Viasat Voice Phone

You can listen to your voicemail from your phone by dialing *36 and entering your 4 digit PIN (The default PIN is 1234).
 

Voicemail Shortcuts

Voicemail shortcuts:
 
Skip a messagePress 1
Save a messagePress 2
Erase a messagePress 3
Repeat a messagePress 9
Exit menuPress 0
 

Access your Voicemail Remotely

If you need to access your voicemail remotely, dial your 10 digit phone number from a phone that's not connected to your Viasat Voice account. When the voicemail greeting plays, press the # key. Enter your 4-digit PIN, followed by the # key again. 
 

Personalize your Voicemail


Enter your voicemail box. Press 8 to access your personal options, including the following: 
 
Change your PINPress 1
Personalize your greetingPress 2
Record your personal namePress 3
Call ForwardingPress 5
Set a forwarding number for call screeningPress 6
Repeat personal optionsPress 9
Exit the menuPress 0
 

Listen to Voicemail on Customer Features Management Portal

You can also listen to your voicemail by logging into the Customer Features Management Portal.:
 
  1. Scroll down to the Voicemail Messages section.
  2. Locate the voicemail you wish to listen to.
  3. Select the Download link.
  4. Select the Open button if you would like to listen to the voicemail or the Save button if you would like to save the voicemail to your computer as a WAV file. 
  5. If a message displays, select the Allow button.
  6. The voicemail will begin to play using your computer's default audio program. 

Voicemail Features:

  1. Voicemail Box – Select the voicemail box name that is displayed. Note, Viasat offers one phone number, or line per Voice account, therefore, only one voicemail box is available. 
  1. Voicemail Box Settings
You can forward your voicemail messages to your email. Messages left can be sent as an MP3 file to your email or multiple email addresses. The email address defaults to the email address Viasat has on file. If you would like your voicemails forwarded to another email, enter the additional email address in the empty data entry field.
You also have the option to keep the voicemail in the voicemail box. This allows you to:
  1. Allows you to choose to listen to the message on the phone or via the MP3 file.
  2. The messages kept in the voicemail box will appear in the Visual Voicemail section.

Visual Voicemail – shows a timestamp for messages left within the voicemail box, what number left the message, how long the call was, and the status of the message (New or Saved).
  • Messages can be sorted by Time/Date, Length, and Status.
 
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Troubleshooting your Voice service

Issue: Echo

1) Possible Cause: Wireless routers or wireless phones operating on a 2.4MHz signal are interfering with the Voice Adapter signal.
Solution: Move the wireless router or phone away from the Voice Adapter.
2) Possible Cause: The phone receiver is detecting noise from the earpiece or speaker.
Solution: Turn down the volume on your phone and/or turn off the speakerphone.
3) Possible Cause: Less expensive phones, cordless phones and/or weak batteries are triggering buzzing and static.

Solution: If you're using a cordless phone, replace it with a corded one plugged directly into your Voice Adapter.
4) Possible Cause: An old and/or long phone cord is in use.
Solution: Use a cord that measures 5-feet or less. Ideally, use the 5-foot cord provided with your Voice Adapter.
5) Possible Cause: Your home wiring may need some work, or you may have interference caused by an active local phone line. If you still have an active phone number through your local telephone company, it is using the same wiring as Voice. You cannot successfully use your home wiring for both services at once.
Solution: If your Voice Adapter is plugged directly into your home phone wall outlet, disconnect it. Plug a phone directly into your Voice Adapter.
  

Issue: No Dial Tone & Dead Air

1) Possible Cause: Your Viasat Internet modem is not functioning or on.
Solution: Verify your Viasat Internet modem is on. The second LED light from the top should be illuminated and solid.
2) Possible Cause: Your Voice Adapter is off.
Solution: Verify your Voice Adapter is on. The Power LED light on the Voice Adapter should be illuminated and green.
3) Possible Cause: A software update failed.
Solution: Reboot your Voice Adapter. Pull the power cord from the back of the adapter, wait five seconds and plug it back in. A fresh version of software will download in about 1 minute.
4) Possible Cause: Cables between your Viasat Internet modem and Voice Adapter are loose.
Solution: Verify the WAN LED light on the Voice Adapter is illuminated and amber. If it is not, ensure the yellow ethernet cable is securely connected between your Viasat Internet modem and the WAN port on your Voice Adapter.
5) Possible Cause: There's an issue with your account.

Solution: Verify that the VOIP LED light is illuminated and green. If it is not, call Voice Customer Care at 855-463-9333.
6) Possible Cause: Cables and connections are poor.
Solution: Verify the PHONE1 LED light on the Voice Adapter is on. If it is not, verify the phone cord between your Voice Adapter and phone is securely connected. Try another phone cord that measures 5-feet or less.
7) Possible Cause: Phone settings are incompatible.
Solution: Verify the phone you're using with Voice is set to "ring," not "pulse."

Issue: No Dial Tone & Fast Busy

1) Possible Cause: A previous call was improperly terminated.
Solution: Hang up the phone and try again.
2) Possible Cause: Another phone is disconnected.
Solution: Check to see if any other phones are off the hook.
3) Possible Cause: There is interference with in-home wiring or cordless phones.
Solution: Connect your phone directly to the Voice Adapter.
4) Possible Cause: There is a new voicemail.
Solution: Check to see if you have voicemail.

Issue: Buzzing & Static

1) Possible Cause: Less expensive phones, cordless phones and/or weak batteries are triggering buzzing and static.
Solution:  If you're using a cordless phone, replace it with a corded one plugged directly into your Voice Adapter.
2) Possible Cause: You have separate Caller ID boxes
Solution: If you have a stand-alone Caller ID box, disconnect it from your phone and Voice Adapter. Connect your phone/handset directly to the Voice Adapter.
3) Possible Cause: A device is interfering with Voice.
Solution: If you have a home alarm/monitoring system connected to Voice, disconnect it and plug your phone directly into the Voice Adapter.
4) Possible Cause: Another appliance is using the same frequency as the cordless phone.
Solution: If you have a baby monitor, Wi-Fi hotspot or microwave running, turn off the power on the device and try again.
5) Possible Cause: Your home wiring may need some work, or you may have interference caused by an active local phone line. If you still have an active phone number through your local telephone company, it is using the same wiring as Voice. You cannot successfully use your home wiring for both services at once.
Solution: If your Voice Adapter is plugged directly into your home phone wall outlet, disconnect it. Plug a phone directly into your Voice Adapter.

Issue: I can hear the other person but they can't hear me.

1) Possible Cause: The wiring or connection is faulty.
Solution: Verify that all connections between the Viasat Internet modem, the Voice Adapter and your phone are correct. Your Viasat Internet modem should be directly connected to the WAN port of your Voice Adapter via the Ethernet Cat5 cable. If you have a router or computer between your Viasat Internet modem and Voice Adapter, you'll have issues with Voice. Your computer or router should be plugged into the LAN port of the Voice Adapter.
Check the article 
How to set up your Voice equipment for a video and diagram showing the proper connections.
2) Possible Cause: Cables are plugged into the wrong ports.
Solution: Check the article 
How to set up your Voice equipment to verify all the connections between your Viasat Internet modem, Voice Adapter and phone are correct.
3) Possible Cause: The handset or phone is malfunctioning.
Solution: Try another handset or phone.

Issue: Internet service not working

1) Possible cause: Cables are plugged into the wrong ports.
Solution: Check the article 
How to set up your Voice equipment for a video and diagram showing the proper connections between your Viasat Internet modem, Voice Adapter and phone are correct.
2) Possible cause:
 A software update failed.
Solution: Reboot your Voice Adapter. Pull the power cord from the back of the adapter, wait five seconds and plug it back in. A fresh version of software will download in about 1 minute.

Issue: Can't dial a particular number

1) Possible cause: The dialing rules in your area require a special dialing pattern.
Solution: Check the dialing format you're using. Some require 7, 10 or 1+10 digits.

2) Possible cause: There's a problem with your Voice service or call routing.
Solution: Call Voice Care at 855-463-9333.

Issue: Busy signal at end of call

Possible Cause: Unknown.
Solution: Hang up for 10 seconds and try again.

 

Issue: Overheating/Hot Voice Adapter

1) Possible Cause: The cable in use isn't designed for the adapter.
Solution: Check to ensure the adapter is plugged into the power cable you received with your Voice equipment setup.  Using a cable not specifically designed for the Voice Adapter could lead to overheating.
2) Possible Cause: The Voice Adapter doesn't have enough ventilation.
Solution: Move the adapter to a well-ventilated area. 

If you’re using the original cable, have placed the adapter in a well-ventilated area and continue to experience overheating, contact us at 855-463-9333

Below are other Voice articles you may find useful: 
We're here to help!
The online portal also includes a one-touch link to our Help Center. Or, for assistance from one of our Customer Care Specialists, simply click here to connect with an agent 
 

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