• Access Voicemail System

    Generally, voicemails are configured to be automatically emailed to you based on your overall organization settings. However, should you utilize the voicemail system by dialing into it then this document will provide you with the steps on doing so. To learn more about the voicemail features within the Prysm Voice…

  • SNAPmobile Release Notes – v3.1

    Main Features Upon entering a user login, the keyboard for the password text field will now include a “Use Saved Password” button that will allow the user to authenticate and login using biometrics/passcode. Improved SNAPmobile iOS handling of received chat notifications. All notifications from a single chat conversation will be…

  • VoIP Glossary

    Thumb through our glossary or search for a term that you would like more information about.

  • Prohibited and Limited Support Devices

    Summary Due to various factors there are certain devices that are either prohibited, or not supported on the platform. The list below is meant solely as an example and is not to be considered a complete list of devices.  Prohibited Devices The following devices may not be used on the…

  • Taxes and Fees

    Cost Recovery Surcharge Cost Recovery Surcharge is not a government tax, but a fee collected and retained to recover government compliance costs, charges imposed by other carriers for calls between our customers and theirs, and by 3rd parties for network facilities and services we purchase to provide service. Emergency 911…

  • Upload or Modify Music on Hold

    You can upload or modify custom music on hold within Prysm Voice. This documentation is a how-to article and describes the process from a basic user and also an office manager role. System Defaults Music will be inherited from the system defaults if no custom music on hold files have…

  • 03/16/2021 – Call History Display Failure

    Affected Services Call history and traces were intermittently unavailable on all cores. No disruption to call services occurred. Event Summary On March 16th, 2021 at 12:55 AM EST, our NOC received alerts that the service responsible for generating call detail records and displaying them in the portal was crashing across…

  • 08/14/2020 – Portal, API, SNAPmobile Outage

    Affected Services Portals, API, and SNAPmobile were among the affected services.  Portals and API do not load.  SNAPmobile does not register due to API not working.  Event Summary On July 14th, 2020, Portal, API, and SNAPmobile were not working. Inbound and outbound calls are working normally. Other mobile apps such…

  • National Suicide Hotline

    Today, July 16, 2020, we have enabled the new three-digit number for the National Suicide Prevention Lifeline. The FCC unanimously voted to make 988 the official number for free, confidential support to individuals in crisis. Establishing the easy-to-remember 988 as the “911” for suicide prevention and mental health services will…

  • Edit Button Config Using SNAPbuilder

    The SNAPbuilder tool introduces the ability to customize buttons on a specific device, deploy and bulk edit templates, and build phone directories; directly from the Online User Portal How to Access SNAPbuilder (Office Managers) Login into the Manager Portal Click the Inventory tab > Then click Phone Hardware > Then Click on SNAPbuilder  You will then…