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One TalkSM from Verizon FAQs

Basics and Benefits
  1. What is One Talk?

    One Talk is a multi-line telephone solution that can help employees who work in an office, are on the go and remote, or a combination of both.

    Your mobile telephone number is shared across multiple devices, giving you access to calls and business telephone features on any of your common devices, including:

    • Smartphones
    • Tablets
    • Verizon One Talk desk phones

    For a complete list of features, see our One Talk Features page.

    To learn how One Talk can help your business, see our One Talk Business Solutions page.



  2. Who's eligible for One Talk?

    One Talk is available on any business account in the domestic US, regardless of the size, type and location of the business.

    One Talk can be used on Verizon Wireless devices, as well as any other carrier devices (smartphones or tablets).

    One Talk is available to anyone who has either been preauthorized or issued a Verizon One Talk telephone line by the business they work for.



  3. How can I get One Talk?
    1. Once you receive the Pre-Authorization text message, go to the Products & Apps page in My Verizon.
    2. Under the Get Products tab, scroll to One Talk.
    3. Review and accept the Terms & Conditions.
    4. Click Get it now.


  4. Can I call over Wi-Fi with One Talk?

    Yes, One Talk calls can be initiated through any type of connection you have, including the Verizon 4G LTE network and Wi-Fi.



  5. What are the required plans for the account and user?

    One Talk can be added to lines on the following plans:

    • The MORE Everything® Plan For Small Business (up to 10 lines)
    • Small Business Plans (up to 25, 50 or 100 lines)
    • The Verizon Plan (up to 10 lines)
    • The new Verizon Plan (up to 10 lines)
    • The Verizon Plan for Business (up to 25 lines)
    • The new Verizon Plan for Business (up to 25 lines)
    • Flexible Business Plans
    • Nationwide for Business Plans (supported later in 2016)


  6. Which devices support One Talk?

    See our One Talk Supported Devices page for a list of all compatible devices for One Talk.



  7. How much does One Talk cost?

    The price for One Talk is typically $25/month per user.

    If you only add the One Talk dialer to your certified device (e.g., Samsung Galaxy S® 6 or Galaxy S 6 edge at launch) or iOS Basic Dialer (iPhone® SE, 6, 6 Plus, 6s, 6s Plus , 7 and 7 Plus ) with no shared endpoints on the same mobile line, the price is $15/month.

    The Auto Receptionist and Hunt Group numbers are $20/month, but each business account receives one AR and HG feature free of charge and then each additional number is $20/month.



  8. Can I use my existing desk phones with One Talk?

    No, One Talk requires new desk phones from Verizon that have built-in functionality and services for security and easy installation.



  9. What type of internet service do I need to run One Talk on a desk phone?

    One Talk desk phones utilize Voice over Internet Protocol (VoIP) technology, and require a broadband internet connection to connect to the Verizon Wireless network. The amount of broadband bandwidth and speed required is directly related to the quantity, type of desk phones and other devices sharing the broadband internet service.



  10. Can I use my existing telephone number as my One Talk number?

    Yes, you can use existing mobile numbers or landline numbers as your One Talk phone Number.

    If you want to use an existing number that isn't serviced through Verizon Wireless, you can port your number to Verizon Wireless and add the One Talk feature to your devices. Number porting is available from all mobile and landline services in the US.

    There are a few limitations to reuse existing Verizon mobile numbers on the One Talk Mobile App, Auto Receptionist and Hunt Group. Please consult your sales representative for a list of restrictions.



  11. Which smartphones support the One Talk Basic Dialer?

    The dialer options on the smartphone make all originated and received calls a more natural experience. Just make or answer a call as you normally would, and all of your business features are right there on the screen.

    iOS Basic dialer is available on the following devices:

    • iPhone® SE
    • iPhone 6, 6 Plus
    • iPhone 6s, 6s Plus
    • iPhone 7, 7 Plus

    Android™ Basic dialer is available on the following devices:

    • Kyocera DuraForce PRO
    • LG V20™
    • Pixel™, Phone by Google
    • Pixel™ XL, Phone by Google
    • Samsung Galaxy S8, S8+
    • Motorola Moto Z Force Droid
    • Motorola Moto Z Droid

    Posted on May 23, 2017. Please continue to check for an up-to-date list.



  12. What smartphones support the One Talk Mobile App (an app dialer experience that is in addition to the native dialer and its mobile number)?

    The One Talk Mobile App provides the same business features as the enhanced dialer and brings the user into the overall Business Group features. When receiving a call, the app will open on your screen, so you can answer. To make a call, you'll need to first open the app, and then enter the number you want to call.

    You can add the One Talk service to any iOS (version 9.0 or higher) or Android (5.0 Lollipop or higher) smartphone or tablet, including those purchased through a service provider other than Verizon.

    If your employee has a personal phone with service through a provider other than Verizon, that phone could still be eligible for One Talk. If eligible, the One Talk Mobile App will need to be installed on that device, and the user will have two phone numbers, his/her personal phone number and a second One Talk phone number.



  13. What desk-phone headsets are supported by One Talk?

    There are numerous Bluetooth®, wireless and wired desk-phone headsets supported by One Talk. For a complete list of compatible headsets, see our One Talk Supported Headsets page.



Getting Started and Setting Up One Talk
  1. What should I expect after I purchase One Talk from Verizon?
    1. Complete and review your service order with a representative.
      • If you ordered One Talk on your personal device:
        • Talk to your account administrator to understand your company's policies.
        • Follow the procedures to either download the app or download the dialer.
        • If you need a desk phone, have the account administrator order one for you.
      • If the service was ordered for a business device:
        • Talk to your account administrator to understand your company's policies.
        • Register for My Verizon.
        • Review the Terms & Conditions.
    2. Set the E911 addresses for the deskphones:
      • One Talk supports E911 requirements. Desk phones registration requires the entry of a valid e911 address during initial installation to associate the devices with a physical address of the phone, so that 911 calls can be routed correctly. It's your responsibility to maintain the address with updates, and you'll be prompted to update after any power cycle of the phone.
      • The mobile devices have a client that runs in either One Talk Dialer or Mobile App mode.
      • Smartphone calls from the One Talk Dialer use standard VZW 911 routing and emergency call control policies whenever an emergency call is placed, always use the geo-location of the device.
    3. Prepare your business for service with desk phones.
      1. If you've ordered desk phones, conduct a quick broadband test of your bandwidth during busy business hours. This will ensure that the quality of your phone service will be sufficient.
      2. Each desk phone will require a connection to your local area network (LAN) for service. Most desk phones will use a wired Ethernet connection to a router in your business.

        Assess whether there will be a need to install or move Ethernet cable jacks. This will depend on where your local data router and the wired jacks for your data network are located.
        • If you need to add or move jacks for your desk phones, you can contact the IT installer that you use for your computer networking, or contact our partner CompuCom Tech-Zone for service.
        • If you have the T46G with a Wi-Fi USB adapter, or the T49G, you can connect these wirelessly to a Wi-Fi router in your business.
      3. Each desk phone will require AC power. You'll need an AC outlet near the desk phone, or you can use a LAN router that supports Power over Ethernet (PoE). Consult your data router instruction manual to confirm it can support PoE, if that is your preference.
         
    4. Sign in to My Verizon.

    5. Connect your devices.
      1. Desk-phone-service initialization is designed for simple, self-installation. Should you require a professional installer and don't have an IT contractor, we'll recommend CompuCom Tech-Zone for you. A professional installer may be required to install or move jacks.
      2. The desk phones will operate with most default settings on your router and firewalls. If your IT manager has made changes from the defaults, you may need to adjust the settings to enable VoIP behind a firewall.
      3. For any desk phone associated with a ported telephone number, please coordinate with the professional installer to complete jack installation/moves and networking changes prior to the port date.
      4. Desk phones come with two ports: Internet and PC. This allows the desk phone and PC to share the same Ethernet/Internet cable line. If you should require professional installation, we recommend CompuCom Tech-Zone.
         
    6. Test the phone lines.
      1. Use the device to answer an incoming call and place an outgoing call to and from the business.
      2. Ported phone numbers won't be able to receive calls before the porting process has been completed.


  2. What should I expect when my number has successfully been moved from another carrier?

    When your number is ported over to Verizon Wireless, the service from your previous provider is disconnected and your number is now serviced by Verizon Wireless.

    To complete the user information and settings applicable to that number, your SPOC/admin needs to:

    1. Sign in to My Business to access the One Talk Admin Portal.
    2. Click Set Up User Info, under "Quick Tasks" to assign a name, email and extension number for the new number.
    3. Initialize One Talk service for the desired device:
      • Desk phone - Complete the Set Up User information, and then plug in your desk phone.
      • AR/HG - Configure through the Manage AR or HG Quick Task.
      • Mobile app - Complete the Set Up User information, and then download the One Talk Mobile App on your device.

    You are ready to begin using your device on the Verizon Wireless network.



Service and Availability
  1. Once I have the One Talk Mobile App, how will I know whether I'm receiving a business call or a personal call?

    When calls are placed to your business number for the One Talk service, the One Talk Mobile App will present itself for you to answer the call, rather than device's dialer.



  2. What if I don't want to receive business calls after hours?

    One Talk provides several group and user features that can be activated to facilitate the handling of calls after hours. You can set the device to Do Not Disturb after hours, or apply many of the other features such as Call Forwarding, Call Acceptance/Rejection, Group Forwarding, etc.



  3. What will happen to my active calls when I roam off the 4G LTE network?

    Similar to Verizon HD Voice, a One Talk call will drop if you leave Verizon's 4G LTE coverage, unless the device is enabled for Wi-Fi Calling and a Wi-Fi network is available.

    When outside of 4G LTE network coverage, the One Talk Mobile App will revert to the dialer of the mobile smartphone to make and receive calls. Only the advanced business features will be unavailable at that time.



  4. When I'm using One Talk, what can I do to avoid dropped calls if I'm in a weak 4G LTE coverage area?

    One Talk works best when you're in 4G LTE coverage. The calling behavior will fluctuate once you move outside of 4G LTE territory. If possible, connect to a Wi-Fi network when you're not in a strong 4G LTE coverage area.



  5. Why does my video calling quality vary?

    Video calling uses the data connection of the mobile device to transmit the video to the network. Video quality is fully dependent on the signal strength and bandwidth for the video calling-capable device.



The iOS Basic Dialer
  1. What are the different ways to access and manage the One Talk number with my smartphone?

    There are 3 ways to access and manage your One Talk service number with your smart phone:

    • One Talk Enhanced Dialer
    • One Talk Mobile App
    • One Talk Basic Dialer (iOS or Android)

    The differences between the three depend on the smartphone carrier or device, and how you set up features from the smartphone and access the features.

      One Talk Enhanced Dialer (LTE)
    One Talk Mobile App
    One Talk iOS Basic Dialer
    One Talk Android Basic Dialer
    Eligible Carriers
    Verizon Wireless
    Any carrier Verizon Wireless
    Verizon Wireless
    Eligible Devices
    Samsung Galaxy S6 and S6 edge
    Android & iOS iPhone SE
    iPhone 6, 6 Plus
    iPhone 6s, 6s Plus
    iPhone 7, 7 Plus
    Kyocera DuraForce PRO
    LG V20
    Pixel, Phone by Google
    Pixel XL, Phone by Google
    Samsung Galaxy S8, S8+Motorola Moto Z Droid
    Motorola Moto Z Force Droid
    Quantity of telephone numbers on device
    1 Number:
    One Talk Number
    2 Numbers:
    One Talk Number
    Device Number
    1 Number:
    One Talk Number
    1 Number: One Talk Number
    Set / configure features directly from mobile device
    Set using dialer menu:
    • Call Forward (4-options)
    • Do Not Disturb
    • Deactivate Device
    Set using app menu:
    • Call Forward (4-options)
    • Do Not Disturb
    • Deactivate Device
    Set using device settings: DND

    Set using Feature Access Code (FAC, e.g., **72 for Call Forward)
    Set using device settings: DND

    Set using Feature Access Code (FAC, e.g., **72 for Call Forwarding)
    Use features during an active call Use via dialer icons:
    • Upgrade to Video Calling (enabled devices)
    • Call Move / Retrieve / Transfer / Barge
    • Line appearance
    Use via app icons:
    • Upgrade to Video Calling (enabled devices)
    • Call Move / Retrieve / Transfer / Barge
    • Line appearance
    Use via FAC:
    • Video Call - FaceTime®
    • Call Move / Retrieve / Barge

    • Cannot: upgrade voice to video call, transfer
    Use via FAC:
    • Upgrade to Video Calling

    • Call Move / Retrieve / Barge

    • Cannot: Transfer  


  2. What are the available feature codes?

    The complete list of Feature Access Codes (FAC)* is in the Feature tab in the One Talk portal.



  3. How do I remove a Feature Access Code setting?

    FAC codes are paired: One to turn ON and one to turn OFF.



  4. What group features are available to a One Talk Basic Dialer-only user?

    All group features. A One Talk Basic Dialer user can participate in all feature settings.



  5. What user features are available on the One Talk Basic Dialer?

    All user features are available. A One Talk Basic Dialer-only user can access all settings in My Verizon. Once set, the feature will apply to the mobile device number through its Feature Access Code. Please see the complete list of Feature Access Codes.



  6. As an iOS Basic dialer user, can I use FaceTime for a video call?

    Yes. You can make a FaceTime call to any other FaceTime-capable device. It's not limited to One Talk user lines.



  7. What is the best method to access my One Talk voicemail?

    One Talk Smart Phone subscribers are eligible to add One Talk Visual Voicemail, One Talk Premium Visual Voicemail and One Talk Voicemail to Text. One Talk Smart Phone subscribers may also utilize One Talk Basic Voicemail.

    • To access One Talk Basic Voicemail, Call *86
    • To access One Talk Visual Voicemail, use the Visual Voicemail app on the device or select the Voicemail icon in the phone dialer screen

    For more information on accessing One Talk Basic Voicemail, Visual Voicemail or One Talk Voicemail to Text, click here.



  8. Can I manage conference calls with the iOS or Google Basic Dialer?

    Yes. Manage-conference-call options, such as dropping one party, is available.



Billing
  1. How will One Talk be presented on my bill?

    Each One Talk phone number has its own line item on your bill (e.g., $10 line access for the One Talk number, and $15 for One Talk service, equaling $25/month).



  2. How will One Talk Auto Receptionist and Hunt Group be presented on my bill?
    • Each business account with One Talk receives 1 free Auto Receptionist and Hunt Group.
    • Each feature will be presented on the bill with a $20 charge and an applicable credit.
    • Each additional Auto Receptionist and Hunt Group will be billed at $20/month.

    Note: It may take up to 2 months for the monthly credit to appear on an existing account.



  3. How am I billed for One Talk calls?

    All One Talk voice minutes and usage are tracked for reporting purposes on your bill, regardless of the device used. This lets you review the calls you've made during your billing cycle, but it doesn't mean you pay extra for your calls.

    The way your calls are billed varies by device:

    • One Talk HD Voice calls initiated over the One Talk Dialer (Enhanced or iOS Basic) on One Talk-capable Verizon smartphones will use your plan minutes. However, all plans available for One Talk come with unlimited minutes and text. Video calls use plan minutes for the voice portion of the calls and the video portion of the calls use data, which will apply against the allowance on your data plan, unless the device is connected to Wi-Fi.

    • Calls placed from a One Talk desk phone use a broadband internet connection to the Verizon network. These calls don’t use your plan minutes. They use data from your internet service provider (ISP), which is included in your monthly broadband service charges.

    • Calls placed from the One Talk Mobile App on a smartphone or tablet use data instead of minutes. These calls will apply against the allowance on your data plan, unless the device is connected to a Wi-Fi network.


Advanced Q&A
  1. Why do I need to remove certain existing features to get One Talk?

    One Talk is a service upgrade providing many benefits. If you have HD Voice, you'll be upgraded to One Talk, and all the service features applied to your line will be replaced with new ones that activate the full potential of the new service.



  2. Will the SIM card from my current device work with a new One Talk-capable phone?

    One Talk will work with your current 4G SIM card on your mobile device.

    Note: Desk phones don't require a SIM card.



  3. Where can I buy One Talk desk phones?

    One Talk desk phones will be available through many of our business partners and a wide range of partners:



  4. Can I use any existing phone jack at my office for One Talk desk phones?

    One Talk desk phones require an Ethernet connection to plug in the Cat 5 or Cat 6 cable that is provided with the phone. These jacks and cables connect to your data router in your business and aren’t your typical phone service jack. The Ethernet cable will easily plug in to the correct jack and won't easily plug into an analog telephone jack.

    If there's only one Ethernet (internet) connection at the station where you plan to place the desk phone, then the internet line can be shared. Connect the cable from the router/modem splitter to the internet port on the back of the desk phone. Using another internet cable, connect the cable to the LAN jack on the computer, and the other end of the internet cable to the PC port on the desk phone.

    If these options won't meet your needs, you can contact your IT manager or we can recommend a professional installer, such as CompuCom Tech-Zone for your convenience.



  5. How long does it take for my service to be ready?

    One Talk activation varies depending on the device.

    • Activating the service on an existing supported smartphone, the added functionality will be available within minutes of adding the feature to your account.

    • For desk phones with a new line of service, you'll typically receive your device in 48 hours. Once you connect in to an Ethernet port, the desk phone will go through a zero-touch provisioning process (which could take up to 10 minutes). The phone will register, and any new software updates will be downloaded. Once completed, the device will be ready to make and receive calls.

    • For the One Talk Mobile App, once the new number (or ported number) is provisioned and the user downloads the app, the user will need to request an authentication PIN through the app. The PIN will grant access to that particular device/app combination to register and obtain service.

    • If an existing telephone number is being ported from another carrier, the transition can take 2-10 days depending on the carrier. To ensure that you don’t experience any service outage during that period, please wait until the porting is completed before contacting you current provider to disconnect service.


  6. What are the ports and protocols required to allow the desk phone and mobile clients to properly authenticate and receive service?

    One Talk requires the following protocols and ports so that the devices have service and full functionality:

    One Talk Desk Phones

    Device Configuration

    • Protocol: https
    • Port: 443

    Signaling

    • Protocol: SIPTLS
    • Port: 5061

    Network Time

    • Protocol: NTP
    • Port: 123

    Note: NTP can be delivered by the customers DHCP server (option 42). If NTP is not delivered via DHCP, the fallback is to US NIST pool of time servers.

    One Talk Mobile Clients Registered via Wi-Fi

    Device Configuration/Authentication

    • Protocol: https
    • Port: 444

    911 Feature Provisioning

    • Protocol: https
    • Port: 443

    Signaling

    • Protocol: SIPTLS
    • Port: 443 and 5061

    Media (voice/video)

    • Protocol: SRTP
    • Port: any


Making One Talk Voice Calls
  1. How do I make a One Talk voice call?

    To place a call on a One Talk Mobile App/Dialer:

    1. Find the One Talk icon on the Applications menu.
    2. Enter the number.
    3. Tap Send to call the other party.


  2. Can I still make or receive One Talk voice calls if the Mobile Data setting is turned off on my device?

    Yes. The One Talk Dialer can still make and receive voice calls using the One Talk service without data. The One Talk Mobile App requires data, and Wi-Fi can be used a substitute for mobile data. However, video calls can't be placed because they use the data connection.



  3. How much data is used for a 1-minute voice call?

    A One Talk voice call consumes approximately .5 MB per minute.



Making Video Calls (only applicable to video calling-capable mobile phones)
  1. How much data is used for a 1-minute video call?

    A One Talk one-way voice/video call uses approximately 3.5 MB per minute.

    A One Talk two-way voice/video call uses approximately 6.6 MB per minute.



  2. How do I make a video call?

    To place video calls on One Talk:

    1. Enter the number on the Keypad tab (native or enhanced).
    2. After connecting, tap the Video Camera icon.

    If a call starts as a voice call, at any point during the conversation that call can be upgraded to a video call (as long as the other party has video calling capabilities on his/her device, denoted by an active Video icon on the phone display).

    See iOS Basic Dialer for available features.



  3. How do I make a video call over Wi-Fi?

    Ensure the device is connected using the Wi-Fi setting and not the 4G LTE connection.

    You can make a One Talk Wi-Fi call (Voice and/or Video) the same way you would on any video calling-capable mobile device:

    1. Enter a number with the phone dialer (native or enhanced).
    2. Tap the Video Camera icon on the dialer.

    If a call starts as a voice call, at any point during the conversation that call can be upgraded to a video (as long as the other party has video capabilities on his/her device, denoted by an active Video icon on the phone display).



  4. Can I upgrade an active voice call to a video call?

    Yes. At any point during the conversation, using the One Talk Mobile App and Enhanced Dialer, a One Talk voice call can be upgraded to a video call (as long as the other party has video capabilities on their device, denoted by an active Video icon on the phone display).



  5. How can I find a contact who can video call with me?

    In One Talk, the address book in the device with a One Talk Enhanced Dialer and in the Mobile App will provide a visual representation (icon) of the contacts who have a One Talk and HD Voice device enabled for Video Calling. This visual representation will appear in the form of a "green highlighted" video icon.



  6. How do I set up a 6-way call?

    In One Talk, a multi-party conference call is created by calling individuals one by one and adding them to the call:

    One Talk Enhanced Dialer and One Talk Mobile App

    1. While on a call, tap the New Line icon and call the next participant.
    2. When the participant answers, merge the participants by dragging the line currently on hold to the active line.

    One Talk iOS Dialer

    1. While on a call, tap the Add Line icon and call the next participant.
    2. When the participant answers, merge the participants by dragging the line currently on hold to the active line.

    Repeat these steps until the desired number of participants is reached.



Troubleshooting
  1. Why can't I make a One Talk call?

    Here are a few things to check that could be preventing you from making a call:

    • Is the device able to detect a signal (4G LTE, Wi-Fi)?
    • Has the line been suspended for any reason?
    • Is Broadband connectivity accessible to the desk phone?
    • Has the specific device been disabled?


  2. How do I get a new PIN for the One Talk Mobile App?

    To request a new PIN to access the One Talk Mobile App:

    1. Launch the app.
    2. Enter the name of the device you're requesting access for.
    3. Tap the Request PIN button.

    The PIN will be emailed to the primary contact for the account and to the subscriber if there's an email address on file.



  3. I'm getting an error and can't register my desk phone. What should I do?

    During the desk-phone registration process, if the device is unable to contact the Verizon network for any reason, the phone will display a specific error message about why it’s unable to reach the provisioning system, along with a suggestion as to what would be the best corrective action to take.



  4. iPhone and FaceTime are registered trademarks of Apple Inc.
    iOS is a trademark or registered trademark of Cisco in the US and other countries and is used under license.
    © 2017 Samsung Telecommunications America, LLC. Samsung and Galaxy S are both trademarks of Samsung Electronics Co., Ltd.
    Android, Pixel and Google are trademarks of Google Inc.
    *To view the PDF, you may need to download the free Adobe Acrobat Reader.

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