Support

24/7 Local Iowan Support

Our support team is available 24 hours a day, 7 days a week. Iowans serving Iowans. Connect with our technicians in ICN’s Network Operations Center (NOC) via a toll-free number (800-572-3940) or using our online portals.

ICN ServiceNow Customer Portal

Access the ICN customer portal.

Use the portal to:

• Report an outage or degradation of service by creating a Case under Trouble.
• In Help, receive assistance by completing the form.
• Search keywords via the Search text field.
• Under My Cases view a list of submitted trouble tickets, help requests, or service requests.
• Browse product guides, user guides, and view FAQs in Information.
• In My Services, view services, authorized signatories, and connect with your Account Consultant.
• Update your Support Profile or Create New Contact to your account under Support.

ServiceNow Quick Guide	Authorized Signatories
Download ServiceNow Customer Quick Guide	Download ServiceNow Authorized Signatories Guide

Zoom

Contact Zoom support using the links below if you need assistance for administration, user management, features and functionality.

• Search the Zoom Support Knowledge Base.
• Contact Zoom Support.
• Sign in to your Zoom account to understand what support options are available.

Zoom Phone

Getting Started

• Getting started with Zoom Phone (users)
• Making and receiving calls
• Getting started with Zoom Phone (admin)
• Quick start guide for using Zoom Phone
• Getting started with provisioning desk phones
• FAQ about Zoom Phone

Settings and Configuration

• Phone User Settings
• Account and Site Settings
• Number Porting
• Provisioning Desk Phones & Devices
• Managing Desk Phones & Devices
• Advanced Phone Admin Settings
• Emergency e911 Location Services
• Call Routing Methods
• Zoom Phone IVR
• Call Queues & Shared Line Groups
• Certified Hardware

Zoom Phone Features

• Call Controls
• Desk Phone Features
• Using Zoom Fax
• Voicemail, History, & Call Recordings
• Using SMS
• Using Power Pack

VoIP Service Portal (Voice Service)

ICN partners with Lumen (formerly CenturyLink) to provide our Voice service.

VoIP Service Portal

End User Guides

• End User Portal Guide
• Voice Mail Initialization User Guide
• VoiceMail Menu

Webex Business

• Webex Softphone Video Training - January 2022
• End User Guide: Softphone Only Package
  • About Webex Business
  • System Requirements
  • Download Desktop and Mobile Apps
  • Sign in to Webex Business
  • Webex User Interface
  • Status, Profile, and Preferences
  • Settings

VoIP Service Portal (Administrator Users)

Agency Administrators: Use the VoIP Service Portal to edit user information. In the portal, you can navigate  using the following menu options:

User Administration Guide

• Create new users and edit existing users.
• Create Custom User Templates.
• Process Bulk Uploads for additions/changes to users.
• Modify multiple users with the “Modify End User Features” tool.

Manage Services

• Edit or modify group services and group settings.
• Inbound calling features and directories.

Voice Conferencing

LoopUp Support

If you need assistance you can also contact support@loopup.com.