New User Welcome Email
Hosted Voice can send a welcome email to a new user when their extension is created. The email contains the information they need to access the Hosted Voice portal and set up their account securely.
For security, the welcome email does not contain the user's password. The user creates their own password using a secure, single-use link.
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Important: For an extension user, completing Save Password updates the password used for the Hosted Voice portal and app. It also changes the password the extension's phone uses to connect. Sending the email alone does not change these passwords. A desk phone or manually configured app still using the old password may stop connecting. Update its saved password or provision it again.
What the welcome email contains
The welcome email is sent from notifications@hostedservice.com.au with the subject Welcome to your Phone System.
It includes:
- the user's extension number
- the Hosted Voice portal URL
- the login username
- a secure link to set a password
- a QR code for a compatible mobile app
The password setup link can only be used once and expires after 24 hours. The QR code is also valid for 24 hours.
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Note: The welcome email is generated automatically and its content cannot currently be customized.
Send welcome emails automatically
By default, automatic welcome emails are turned off.
To enable them:
Step 1: Go to Settings > General Settings.
Step 2: Set Send Login Details for New Extensions to On.
When this setting is on, a welcome email is sent whenever a new extension is created for a user with a registered email address.
Send a password setup link
You can send a new password setup link to an existing extension user:
Step 1: Go to Extension Management.
Step 2: Find the required user.
Step 3: Open the three-dot menu.
Step 4: Select Send Password Link.
Step 5: In the confirmation window, select Confirm.
When the request is successful, Password setup link has been sent is displayed. The new link is sent to the email address configured for the extension and expires after 24 hours.
Set a password for the first time
The user must complete these steps:
Step 1: Open the welcome email sent to their registered email address.
Step 2: Select the Set Password link.
Step 3: Enter a password under New Password.
Step 4: Enter it again under Confirm Password.
Step 5: Select Save Password.
Step 6: When Password Updated appears, select Sign In. Use the login username from the welcome email and the new password.
The password must:
- contain at least eight characters
- include at least one letter
- include at least one number
If Please try again appears instead of Password Updated, the password change has not been confirmed. Try Save Password again while the link is still valid. Contact Support if the error continues. Do not share your password or setup link.
Reset a forgotten password
If the user has forgotten their password:
Step 1: Open the Hosted Voice portal login page.
Step 2: Select Forgot password?
Step 3: Enter the Login Username.
Step 4: Select Send Password Reset.
Step 5: Open the password reset email and select the Reset Password.
Step 6: Enter and confirm the new password.
Step 7: Select Save Password. When Password Updated appears, sign in with the new password.
The password and phone guidance near the top of this article also applies to an extension password reset.
For security, the same confirmation message is displayed whether or not the username is recognized. Make sure the user enters the same login username shown in their welcome email.
Request another link
If a setup or reset link has expired, has already been used or is invalid, select Request New Link and enter the login username again.
If the email does not arrive, check the spam or junk folder before requesting another link. Each new link replaces the previous one.