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One Talk Web Portal Administrator's Guide

Welcome to Verizon One Talk

This guide provides instructions for the management of all your One Talk services.

The administrator has complete management capability over corporate-liable lines, which are billed to the corporation.

The One Talk Portal is accessible to Verizon Wireless business customers who have registered for My Business access to manage all of their Verizon Wireless services. The One Talk service administrator for your company can perform self-serve functions for business telephone numbers.

To access the Portal from onetalk.com:

  1. Click My Business located on the far right of the screen and select Sign in.
  2. Enter your username and click Sign In.

  3. Next, you will be prompted on whether you want to receive a security code via a text, or whether you prefer to answer a security question.
  4. Once logged in, click the One Talk option to the right of the screen:

One Talk Portal Layout

Now let's get familiar with the One Talk Portal. The Main page is composed of six primary sections:

  • Group you are currently managing
  • Overview
  • Purchase
  • Resources
  • Need Help?
  • Actions/I Want To

If you have more than one group, you will need to select the group you want to manage and configure at the top of the page, just below the "Manage Your One Talk Service" heading. Each time you sign on, you will be working in the group you were in the last time you signed into My Business.


The Overview section shows you how many Automated Receptionists, Hunt Groups, Lines and Devices are currently set up for the group you have selected, and also provides you with links to access other sections in the Portal, allowing you to make changes to them.


The Purchase section provides the most optimal access to the different ways you can augment your One Talk service.


The Resources section provides you with links to sources of valuable information regarding the One Talk service.

Need Help?

The Help section gives administrators information and access to the most up-to-date documentation regarding One Talk features and support.

Actions/I Want To

The Actions section provides links to the most commonly used pages for ease of access and use. Administrators can quickly reach Group Management, Lines and Devices, Business and User Features, Global User Search, and more.

The following pages will concentrate on the Actions/I Want To section, which is what allows a One Talk administrator to manage, configure and administer all the characteristics and customizable configurations that are applied to a given group and all the members in the group.

Manage lines and devices

This section shows a list of the telephone lines, devices and services in the One Talk group you are working in. You can click the appropriate line to view the details pertaining to that line.

Once you are on the Lines & Devices page, there are several things you can do:

  • View all active lines or devices in the group. Note that only some of the lines and/or devices are loaded initially, but if there are more lines or devices in the group, you will have the option to click Load More Lines or Load More Devices to see more. You may have to click more than once to expose all available lines or devices, depending on how many are in the group.
  • Perform actions on specific/single lines or devices. If you click on any specific line or device, you will see additional information, including features, all associated devices and basic line information, like name and extension. Once a specific line is selected, you can perform several different actions on the associated devices, update the basic line/user info or configure features for that specific user.
  • Perform actions on multiple lines at the same time. This is done by using the checkboxes next to each line on the left-side navigation. You can also select All if you need to take the same action on all lines or devices in this group. This will expose a dropdown of "I Want To" actions for the selected lines or devices. Examples of multiline actions include blocking or unblocking the ability to use mobile clients. Examples of multidevice actions include rebooting desk phones, and enabling and disabling directory download.

Here is an example of what you will see for associated devices when a specific line is selected. This example is for a desk phone, and it is important to know that the functions available at the associated device level depend on what type of device you are viewing. For example, directory download and the ability to update it is only shown for desk phones.

Manage schedules

There are two types of schedules that can be used: business schedules to accommodate hours of operation based on days of the week, and holiday schedules for specific calendar holidays. Once schedules are defined, they can be applied to features and determine when the feature is active. If business and holiday schedules overlap, the holiday schedule will be used. The following features can use schedules: Automated Receptionist, Group Forwarding, Simultaneous Ring, Selective Call Rejection, Selective Call Acceptance, Selective Call Forwarding and Pre-alerting Announcements.

To create a schedule, click on the top right button labeled Create schedule.

In the following screen, select the type of schedule you want: Business or Holiday.

Fill out the proper details as required by your business.

Press the Submit button and your schedule will be ready to be used by the following features:

  • Automated Receptionist
  • Group Forwarding
  • Simultaneous Ring
  • Selective Call Rejection
  • Selective Call Acceptance
  • Selective Call Forwarding
  • Pre-alerting Announcements

Group management

Groups can be created within the One Talk Portal to organize users by department or site location. Group features, such as Calling Line ID Delivery or Music on Hold, can be configured or enabled per group. To create, edit or manage groups, click Manage all groups in the Actions/I Want To section.

Defining a group during enrollment

Each business is provided a default group upon enrolling in One Talk. Group names can be changed any time in the One Talk Portal.

Switching between groups

Switching between groups is performed in the One Talk Portal.

  1. Display the details of the current selected group.
  2. The dropdown reveals all groups created in the account.
  3. Search by group name utilizing a full or partial name in the search field.
  4. Selecting a group from the list refreshes the page with the selected group's details.

Creating groups

Groups can be created from the Manage Groups menu option.

  1. Select Manage all groups from the One Talk Portal menu.
  2. Select Create group from the Actions dropdown.

  3. Enter a name for the group and select a time zone.

Creating groups in bulk

Groups can be created in bulk from the Manage All Groups screen using a template.

  1. Click Create bulk groups and select Download blank template (download and save the template to the desktop).
  2. Enter the group names and time zones for the new groups using the downloaded template.
  3. Upload the completed template by selecting Upload Excel. The created groups will appear in the group list.)

Editing groups

Group settings can be modified from the Manage Groups screen.

  1. Select the pencil (edit) icon next to the group to be edited in the group list.

  2. Edit the group name, time zone, extension length (two to six digits) and group dialing prefix (two to six digits). Check if you want to enable directory download for the users in the group.

Moving users between groups

Users can be moved to a different group from the Manage Group Members screen.

  1. Under the I Want To section, select Manage Group Members.
  2. Search for a user to move or select a group to display the list of users.
  3. Select the group to move the user to.
  4. Click Continue to confirm the move.

    Note: User information and settings are reset and will need to be reconfigured after moving the user to the new group.

Deleting groups

Groups can be deleted from the Manage Groups screen. Select the trash can icon next to the group to be deleted.

Note: Only groups without users can be deleted. If a group has existing users, the users will need to be deactivated from One Talk or moved to another group first.

Editing end users

  1. To edit end-user information, click Manage group members under the I Want To section.
  2. On the Manage Group Members page, select Edit to update any end-user information.

  3. To perform a bulk update, select Upload spreadsheet.
  4. Either download a blank template or a template that includes phone numbers for the group users.

  5. Save the template to your local device and select the file to be uploaded, followed by Submit.

    Additionally, end-user information can be edited when viewing line information in the Lines & Devices section.

One Talk features management (Business & User)
Account Codes

Account Codes allow you to place either a mandatory or optional code to be dialed in front of a regular call-digit pattern. The code is associated with individual calls for tracking purposes. The system administrator can later view the calls placed using each code via billing reports.

  1. Under the I Want To section, click Manage features, then click Account Codes.

  2. Click Create code.
  3. Enter the account code and account code description.
  4. Click Submit.

To add users to a specific code:

  1. Click Manage/Assign Users.
  2. Select the users that will be using the code for outbound calls.
  3. Select whether the user will be Mandatory, Optional or Unassigned.

    Note: Mandatory will require a code entry for all outgoing calls. Optional will require the user to enter the **71+ Account Code prior to placing a call.

Managing the Auto Receptionist

  1. Access the Auto Receptionist configuration tool from the Overview page or by clicking the Auto Receptionist icon on the Manage Features page.

  2. Click the phone number of the desired Auto Receptionist to edit.

  3. Enter a name for the Auto Receptionist.
  4. Enter a Calling ID name that will be displayed for calls routed to desk phones.
  5. Select a time zone.
  6. Select whether you want your dial-by-name and dial-by- extension options to be limited to the users in the same group as the Auto Receptionist or open across all groups.
  7. Select whether to add a schedule to allow for business hours and an after-hours/holiday setup or to have the Auto Receptionist answer all calls with the same greeting and options 24/7. When using a schedule, make sure to set up greetings and options in the Business Hours tab and the After Hours and Holidays tab.
  8. Upload a custom greeting to be used to greet callers. Follow the instructions regarding the proper audio file format.
  9. Set up your call routing options for the 11 programmable options.
  10. Click Save to complete the setup

    Note: Make sure to change the default transfer to operator assigned to 0 to another routing option. Available routing options:
    • Dial by Name—Prompt callers to enter the name of the person they wish to contact. The last names entered for your One Talk subscribers are searched.
    • Dial by Extension—Prompts callers to enter the extension of the person they wish to contact. The extensions set up for your One Talk subscribers are searched.
    • Transfer without Prompt—Caller is silently transferred to the number assigned to the option selected by the caller.
    • Transfer with Prompt—Callers hear a message letting them know their call is being transferred.
    • Repeat Menu—The recorded greeting will be replayed for the caller.
    • Exit—The call will be terminated.

Note: Forward-to phone numbers can only be 10-digit phone numbers. Also, the direct-to-voicemail option is only available to calls routed to a One Talk user's line.

Managing your Hunt Group

  1. From the Overview page, click the > button to view or manage your available Hunt Groups.

    Alternatively, you can access Hunt Groups by clicking the Manage features link. Then select the Hunt Group feature.

  2. To set up your Hunt Group, simply click the linked phone number.

  3. Items that can be edited in the next screen include Hunt Group name, caller ID name, time zone, calling sequence and additional settings. Once complete, select which One Talk users will participate by clicking Add Lines.
  4. Click Save once you are finished.
  5. In the top right corner of the screen, you have options available to change the phone number, change the type of service for this line, suspend the line or disconnect the line.

Group Forwarding

Group Forwarding allows you to quickly forward multiple user lines to the same destination/number.

  1. Click Manage features.
  2. Then click Group Forwarding.

    Changes that can be made:
    • Turn the feature on or off.
    • Enter a number in the Forward to Phone Number field.
    • Select when to activate (Always or Schedule).
    • Search for or select lines to add to or remove from Group Forwarding.

  3. Click Submit.

Calling Line ID Delivery

This feature allows one 10-digit phone number to display for outbound calls from all One Talk phone numbers in the group. Every outbound call made displays the same 10-digit phone number.

Navigate to “Manage Features > Caller Line ID Delivery” to enable the feature in the One Talk Portal.

  1. Select the appropriate option to enable or disable the group feature:
    • Calling Line ID Delivery default value is “Use individual phone numbers” (disabled).
    • The administrator must select the second option, “Select a One Talk number or enter any number for all lines in the group” (enabled).
  2. Click the Submit button to submit any changes to this group feature.

    Note: To disable the feature and display individual phone numbers for outbound calls, select Use individual phone numbers and click Submit.

Custom Ringback

Upload a custom audio file (e.g., music or an advertisement) that gets played when callers dial a One Talk business line. This replaces the standard ringtone for One Talk phone numbers in the group when enabled.

To enable Custom Ringback:

  1. Click Manage features, then click Custom Ringback.

  2. Click Upload Custom File, then select the appropriate WAV file to upload from your desktop.

    Ensure that the file meets the following requirements:
    • Consultative Committee for International Telegraphy and Telephony (CCITT) u-law or a-law codec
    • 8,000 kHz (sampling rate/frequency)
    • 8-bit mono WAV file type
    • 2 MB or less total size

  3. Click Submit to enable Custom Ringback.
  4. A success message will display.

To disable Custom Ringback:

  1. Select Play Standard Ringing, then click Submit to disable Custom Ringback for that group.

Setting or changing Remote Group Pickup

Remote Group Pickup allows you to define a group of users that can remotely pick up someone else's ringing line in the group by dialing **98.

  1. On the Features page, click Remote Group Pickup.

  2. Select an existing group or create a new one. If you’re creating a new Remote Group Pickup, give it a name. Then assign the lines to the group using the right-facing arrow or drag and drop to the Selected Lines box. To edit a Remote Group Pickup, click the desired name. You can search for available lines by name or number.

  3. Select the Remote Group Pickup name. Once in the Modify screen, you will be able to enter or edit the group name and select One Talk numbers. One Talk numbers can only be included in one group for Remote Group Pickup.

  4. Click Save to confirm your group settings.

Scheduling business hours or after-hours and holidays

The One Talk service can route incoming calls based on your normal business hours, evening hours or holiday periods, with these features:

Desk phones, dialer and client-paired lines:

  • Pre-alerting Announcement
  • Simultaneous Ring Service
  • Selective Call Forwarding
  • Group Forwarding
  • Selective Call Acceptance/Rejection Hunt

Group lines:

  • Selective Call Acceptance/Rejection
  • Selective Call Forwarding

Auto Receptionist:

  • Selective Call Acceptance/Rejection
  • Selective Call Forwarding

To create, edit or view business hours, after hours or holiday schedules:

  1. Click Manage features and then click Schedule.

  2. View or edit a schedule by selecting a listed schedule, or click Create schedule to make a new schedule.

  3. Before editing a schedule, it is recommended that you dissociate its use from the assigned features. Any changes made to a business schedule in use will impact the features listed. To remedy this, create a new schedule and associate it with the desired features. Once a desired schedule is selected, you will be able to edit the schedule. You can edit the name, the time and the days. Once completed, click Submit and you can now associate it in your feature configuration.
  4. To create a schedule:
    • Select the type of schedule
    • Create a name for the schedule
    • Choose a template
    • Enter start and end times
    • Click Submit when finished
    Your schedule is now ready to be assigned.

Music on Hold

When you need to put callers on hold, let them listen to your custom or default music and recorded messages.

  1. Select Manage features and then click Music on Hold.

  2. Choose from “Off,” “System Music” or “Custom Music”.
  3. Click Submit.

    Please note: You must click Submit whenever you turn Music on Hold on or off, and when selecting either System Music or Custom Music.

To use Custom Music

Click Upload to add an audio file. Please note: The file must be in the WAV file format with the following specifications:

  • Consultative Committee for International Telegraphy and Telephony (CCITT) u-law or a-law codec
  • 8,000 kHz (sampling rate/frequency)
  • 8-bit mono WAV file type
  • 5 MB or less total size

Virtual On-Net Extensions

Virtual On-Net Extensions allow you to create short codes or extensions for dialing external numbers (e.g., 800 numbers or any non–One Talk phone number) that can be dialed as an extension from One Talk devices.

  1. From the One Talk Portal, locate and select Virtual On-Net Extensions within the Features menu.

  2. Select Add a line from the Actions dropdown.

  3. Enter the phone number, username and virtual extension and click Save.

    Note: Virtual extensions can also be added in bulk using a template.

Group Call Park

Group Call Park allows you to create a group with users who will be notified whenever a call is placed on Park.

Prior to configuring the Business Feature Group Call Park, you will need to take a look at the timer settings that are used for both, standard Call Park and Group Call Park.

To do so, first select the Manage all group option from the I want to menu, and then edit the Group you are working on by selecting the Edit Group option:

At the Edit Group screen you will see a section called Call Park and Group Call Park timers.

The default value for both is 45 seconds, if you need to use a different value, please enter it in the appropriate box and press Save.

Important note: Both features (Call Park & Group Call Park) use the values specified in this section. The values apply to all the Groups created in the Call Park Group feature that is explained in the next section.

  1. From the One Talk Portal, locate and select Group Call Park within the Manage Features options, under “Business Features”.

  2. Once you are in the Manage Call Park Group, click on the Create Call Park group button.

  3. Once you are in the Manage Call Park Group, click on the Create Call Park group button. Which will bring you to the page where you will specify .

  4. Specify the name you want to give to the new Group you are creating.
  5. Select what you want to happen to the call placed on Park after the call park timer expires. Three options are available.
    1. Return the call to the line that parked it (default setting). This will send the call back to the user who placed the call on park.
    2. Return the call to a Hunt Group. This will forward the call to a specified Hunt Group of your choice; only Hunt Groups in your current One Talk Group can be selected.
    3. Return the call to the user who placed the call on Park, and if that user does not pick up the call, then, forward it to a Hunt Group; only Hunt Groups in your current One Talk Group can be selected.
  6. Add lines: Once you press the “add lines” button, you will be able to add up to 15 lines to be part of the Call Park group. The order in which you list the lines is of extreme importance, since the user at the top will be the first one receiving the notification that a call is placed on Park.
  7. Once you have completed all the previous steps, you can press “Save” to apply the updates you made. From that moment on, whenever a user presses the “Group Call Park” button, the system will use the specified settings to that action.

Important things to know about the Group Call Park feature:

  • Group Call Park is available to all One Talk users.
    • Users can only be a member in one group.
    • Only members in the group can park a call to the group.
    • Users cannot park a call to a group that they are not assigned as a member.
  • You can create as many call park groups as you need in the One Talk portal.
    • You can only add up to 15 lines to a call park group.
    • You can move lines up/down at any time in the call park group, and the changes will take place immediately.
  •  Only the top user in the call park grouping list will be the recipient of the call park notification.
    • There are only two conditions that will send a call park notification to a member other than the top one listed in the call park group list:
      • The user already has a call parked to their line.
      • The user’s device is off.
      • Note: Do Not Disturb does not prevent the call from being parked to the user.
    • There is not a notification to the rest of the group members that a call is parked.
  • The user can have only one call park notification at any given time.
  • For now, desk phone users will have a new button to place a call in group call park and an option for individual call park.
  • The user can choose to use standard “Park” which will allow him to park a call to a specific One Talk number/extension.

  • If no call park group is defined in the portal, the user will hear a fast busy signal if they press the group park button.
  • Users of any other type of One Talk device (native dialer, mobile app, desktop app) will need to use the group call park feature access code **58 to place a call in group park.
  • If the user has a Desk phone, the user will receive a pop up telling a call has been parked and is ready to be retrieved.
  • If the user has Mobile/Desktop app end points in that line, they will receive the standard Call Park notification they see today.
  • The call park timers on the Edit Group screen apply to all the call park groups created.
  • The call park timers also apply to the individual call park user level feature.
  • The Hunt Group to which you can send a call after the call park timer expires must be an HG in the One Talk Group the line is part of.

End-user feature management

Call Forwarding

There are five settings. Select from the following Call Forwarding options:

  • “Group” enables you to forward all calls for multiple lines in the group to another number all the time or based on a schedule.
  • “Selective” forwards calls based on a predefined schedule and phone numbers.
  • “Always” forwards all calls to another destination.
  • “Busy” forwards calls when your line is busy.
  • “No Answer” reroutes a call if you don’t answer after five rings.
  1. Call Forwarding features can be turned on and off as needed. Turning on the feature will give you the option to forward to voicemail or to another phone number. Call Forwarding can be enabled with a schedule.

  2. Select the desired Call Forwarding option.
  3. Select Enable next to the user to be modified.
  4. Select either voicemail or input a phone number.
  5. Submit the change.

You can adjust Call Forwarding settings by clicking the + icon next to the line to which changes will be made. This will expand the view to allow editing.

You can also use the Lines & Devices tab to set up Call Forwarding for a single line.

  1. Select the Lines & Devices tab and choose the line you want to add Call Forwarding to by checking the box or clicking the phone number.

  2. Click on the User Features tab and scroll down to set or adjust Call Forwarding features.
  3. Select Configure.
  4. The Call Forwarding dialog box will appear. Make the desired changes, then click Submit.

Selective Call Forwarding

The Selective Call Forwarding feature enables you to define criteria that cause certain incoming calls to be redirected to another phone number. You can have up to five criteria to forward incoming calls.

You access Selective Call Forwarding the same way you access Call Forwarding.

  1. Click Selective Call Forwarding.
  2. Select Enable next to users you want to configure.
  3. Select whether to forward all calls or calls from specific phone numbers.
  4. Enter a 10-digit phone number to which calls will be forwarded.
  5. Select either Always or Custom to associate a schedule.
  6. If needed, select Add new to add additional criteria (up to five).
  7. Click Save.

Alternatively, you can configure Selective Call Forwarding for specific users via the Lines & Device page.

Monitoring and managing extensions with Busy Lamp Field

The Busy Lamp Field (BLF) allows One Talk desk phone users to monitor the status of other users in a defined group and to answer incoming calls for the monitored extensions. This feature allows a receptionist or administrative assistant to see whether a person is on the line, as well as his or her call status, and can be configured to pick up calls if that person is unable to answer.

The BLF feature is generally provisioned to a desk phone using an expansion module (EXP40). A single line represents the status of each monitored extension on the monitoring user’s desk phone. To utilize this feature, you must have a compatible One Talk desk phone and access to the One Talk Portal.

Multiple users can monitor the same extension and a maximum of 50 lines may be monitored.

Before you begin, each monitored line must have the One Talk extension and caller ID name defined in the One Talk Portal.

Note: Network latency and network congestion can impact a user’s BLF monitoring experience.

To start, click the > icon under Total Lines to access the Lines & Devices page.

  1. On the Lines & Devices page, you can search for a phone number or username. Select a line to manage.
  2. Select the Associated devices tab for the line selected.
  3. Click View more on the Desk Phone tile to display more information.
  4. Toggle the Enable monitoring switch to the on position.
  5. Scroll down the page and click Configure lines to monitor in the Busy Lamp Field section.

  6. On the pop-up screen, select the user lines to be monitored followed by Save to complete selection.
  7. Once complete, you will see the list of user lines being monitored in the Busy Lamp Field section.

Block Barge-In feature

This feature allows other members of your business to barge into another user's active call. By default, this feature is disabled. Currently, only a user that has a status of disabled will be able to barge into a call for a user with a status of enabled. Also, a warning tone must be used. If the warning tone is disabled, the Barge-In function will not work.

  1. Select Manage features under the I Want To section, select the User Features tab and then click Block Barge-In.

Selective Call Acceptance/Rejection

This feature allows you to accept only specific calls based on conditions that you define, or to reject incoming calls based on predefined conditions you set. You can accept all calls or only calls from up to 10 specific phone numbers, based on a predefined schedule (business or holiday). Up to five conditions/options can be configured. If you have both Selective Call Acceptance and Rejection activated, the settings for Acceptance will be used first.

To start, select Manage features under the I Want To section, then select the User Features tab and click Selective Call Acceptance/Rejection.

  1. Select the desired function for either Acceptance or Rejection.
  2. Search for and select the user line you want to enable.

  3. Toggle the switch to the On position (green) to enable.
  4. Enter desired phone numbers.
  5. Either choose Always or associate a schedule.
  6. If desired, add additional criteria (limit of five criteria).
  7. Click Submit to save.

Anonymous Call Rejection

This feature will prevent calls with no caller ID number from ringing the user.

To enable, select Manage features under the I Want To section, then select the User Features tab and click Anonymous Call Rejection.

  1. Select the user line you want to enable.
  2. Toggle status switch to On (green) to enable.

Calling Plan

Your business can require a user to use an authorization code for placing international long distance calls.

To enable, select Manage features under the I Want To section, then select the User Features tab and click Calling Plan.

  1. Search and select a user to enable.

  2. Click the + to expand view.
  3. Select Use Authorization Code.
  4. Enter a two- to six-digit code.
  5. Enter a description.
  6. Click Submit to save

Pre-alerting Announcement

This feature allows the business to play an audio file for the caller to hear prior to ringing the number called.

To enable, select Manage features under the I Want To section, then select the User Features tab and click Pre-alerting Announcement.

  1. Search and select user to enable.

  2. Toggle the switch for status to On (green) to enable.
  3. Select Custom announcement.
  4. Click Upload and select an audio file that meets the audio file requirements to be uploaded.
  5. Either select Always or set a schedule for when the audio file should be played.
  6. Click Submit to save.

Caller ID Blocking

Using this feature will prevent your number from being sent on outgoing caller ID.

To enable, select Manage features under the I Want To section, then select the User Features tab and click Caller ID Blocking.

  1. Search for and select the user lines to enable.
  2. Toggle the status switch to On (green) to enable.

Simultaneous Ring Service

Using this feature, a user can have additional phone numbers ring when someone calls their One Talk phone number.

Note: When using this feature to ring other phone numbers, any features like Call Forwarding that are enabled on those phone numbers can impact how the call is directed and answered. For example, if one of the phone numbers selected to ring is associated with a cell phone that is currently turned off, the call would be forwarded directly to voicemail for that cell phone, which is the typical rule for call handling when a call rings a cell phone that is currently turned off.

To enable, select Manage features under the I Want To section, then select the User Features tab and click Simultaneous Ring Service.

  1. Search for and select a user to enable.

  2. Toggle the status switch to On (green) to enable.
  3. Either select other One Talk numbers to ring or enter additional 10-digit phone numbers, followed by commas.
  4. Select a schedule option.
  5. Toggle to either not ring the additional numbers when the One Talk number isn’t in use or always ring.
  6. Click Submit to save.

Voicemail to Email

Users have the ability to enable Voicemail to Email for their One Talk service. By default, this feature is disabled. Once enabled, the service will attach a recorded voicemail message to an email that is sent to a designated email address.

Subscribing to an enhanced voicemail option will provide a transcription of the message within the body of the email.

To enable, click the > icon under the Total Lines section, which will take you to the Lines & Devices page.

  1. From the Lines & Devices page, search for and select the user you want to enable.

  2. Click the User Features tab.
  3. Toggle the status switch to On (green) to enable the feature.
  4. On the pop-up screen, enter up to two email addresses where you would like the voicemail recording to be emailed. By default, the primary email address is the end user’s email address that was defined during end-user setup.

Desk phone Business Directory download (feature enhancement)

This feature, when enabled, pulls information from different sources in the One Talk Portal and pushes it out to one or more desk phones in a given group. All the lines in the specified Group, including Automated Receptionists, Hunt Groups and Virtual on Net Extensions, get pushed down to the selected devices. As stated in the feature, the push is only received by Desk phones in the Group and no other devices.

The user is allowed to select one or multiple groups to be downloaded; however, there is a maximum number of entries that can be sent to each individual Desk phone; that maximum is 2000. The larger the amount of Group and lines to be downloaded, the longer it takes for the Desk phones to receive that information.

The fields that are sent to the Desk phones are:

  • Phone number
  • First name
  • Last name
  • Extension

For Automated Receptionists are:

  • Phone number
  • Name

For Virtual on Net Extensions they are:

  • Phone number
  • Name
  • VON extension

Things to know about the Business Directory:

  • The Business Directory is a unidirectional push from the One Talk portal down to the desk phone(s).
  • The Business Directory is read-only; manual entries to it are not allowed.
  • If the administrator disables the feature in the Edit Group screen, all desk phones will lose the Business Directory.
  • When a line is moved from one group to another, the administrator will need to perform the line-level enablement explained later in this document to have the desk phone download the Business Directory of the new group or groups.

To enable the feature, perform the following steps:

  1. Enable the group for the feature by clicking the Manage all groups link under the I Want To section on the One Talk Overview page.
  2. Proceed to edit the group you want to enable the directory download feature by clicking the pencil icon.

  3. In the Edit Group screen you will then proceed to:
    1. Enable/Disable the feature.
    2. Choose the option to download the contents of one group or multiple groups.

  4. When you select the “Enable for multiple groups” options, you are then given to specify which groups to add.

Once you have enabled the feature, you then next need to specify which Desk phones in the Group will be receiving the downloaded information. The steps above enable the feature to work, and the selections of the Desk phones tell the system the destination for the download.

Select the destination desk phones by following the next steps.

  1. Begin by selecting the Manage lines and devices link under the I Want To section on the One Talk Overview page.
  2. Select the Devices Tab, and proceed to filter the available lines by “Desk phone” type.

  3. Next, select the desk phone (one, multiple or all of them) and from the “I want to…” menu, choose Enable Directory download.

  4. The system will present a pop–up, requesting confirmation that you do want to enable the Directory download for the selected device; make sure to check the box to enable the feature and submit the changes.

Business Directory experience on the desk phone

The following screens will present what the Desk phone users are able to see, once a Directory Download for one or multiple groups is configured as described above. In the example below, the administrator configured three groups to be downloaded to a series of T46 Desk phones.

From the Desk phone Main Screen, the user will press the Directory button.

Next, the user will choose the Remote Directory option.

Next, the user will press the Business option.

The user will then see the exact Groups that were downloaded to the Desk phone as shown in this example.

Once you have performed the above steps, there are three ways the desk phones will receive information from the One Talk Portal:

  1. The desk phone contacts the One Talk Portal once every night to check for new information and the updates it needs to download and present to the customer.
  2. The user can reboot the desk phone at any point in time after the above steps have been completed; whenever a desk phone reboots, the device contacts the One Talk Portal and retrieves any new information/updates in real time.
  3. The user can also retrieve new changes made in the Portal by pressing the Update button in the Business Directory screen.

Line Bridging feature—Boss/Admin function

Line Bridging allows the business to bridge a user's One Talk phone number to another One Talk user's desk phone. This allows that user the ability to answer incoming calls on the three line appearances for the other user, make outgoing calls on behalf of the other user and join an active call on one of that user's lines.

Things to know:

  • Requires capable desk phone.
  • A maximum of 11 One Talk phone numbers can be bridged to a user’s desk phone.
  • One Talk phone numbers can be assigned to a maximum of two desk phones. Bridging a user’s phone number uses a desk phone assignment. If a One Talk phone number is already being shared on two desk phones, the phone number cannot be bridged to another desk phone.

How to set up:

  1. Click on the > icon under Total Lines on the One Talk Overview page.
  2. On the Lines & Devices page, select a user with a capable desk phone that is needing another user’s One Talk phone number bridged to his or her device.
  3. Click the Associated devices tab.
  4. Click View more on the Desk Phone tile to expand the viewable information.
  5. Click the Add line button next to “Bridge lines to this device”.
  6. On the pop-up screen, select the phone number to be bridged. Only one phone number at a time can be bridged.
  7. Click Save to complete. A success message will be displayed.

The user’s phone will need to be rebooted in order to be updated with the changes made.

Updating 911 address for desk phones

It is important to make sure the 911 address information is accurate so that the correct address information is transmitted when calling 911. Use the following step to edit the 911 address for a user’s desk phone.

From the Overview page, click Manage lines and devices in the I Want To section.

  1. On the device tab, click Filter by.
  2. Select to filter for desk phone. The 911 address for desk phones can only be edited in the One Talk portal.

  3. Search and select a user to edit.
  4. On the Associated devices tab, select View more.
  5. Click Edit to make changes to the 911 address.

  6. Make the necessary changes on the pop-up screen.
  7. Press Submit to update.

My Verizon for Business app

You can perform most of the administrative tasks described in this guide through the One Talk section in the My Verizon for Business app.

The My Verizon my Business app allows you to configure all of the business features of One Talk and a select number of user features as well.

You can obtain the application here: https://www.verizonwireless.com/business/my-biz-mobile/

About One Talk

One Talk, together with its related devices, software and applications (“Service” or “One Talk”), is a business telephone solution that brings together the functions of desk phones and mobile devices (smartphones and tablets) into a unified system, with all devices sharing the same communication features (see verizonwireless.com/support/one-talk-features/ for a listing of features available with the service).


Technical support

For additional information, please visit the One Talk support website (https://www.verizonwireless.com/support/one-talk/), where you can find additional documentation and answers to the most frequently asked questions.

You can always reach our Customer Support line by dialing (800) 922-0204.