DIGITAL PHONE Customer Guide

Transcription

1 A family-owned business. local! More talk. Less money. PLEASE RECYCLE Rev DIGITAL PHONE Customer Guide fullchannel.com

2 DIGITALPHONE CUSTOMER GUIDE Thank you for choosing Full Channel Digital Phone. We believe you will experience a level of value, features and convenience never before offered from your residential phone service. This customer reference guide contains a detailed listing of your Digital Phone features and services, a basic troubleshooting guide, and a section of Frequently Asked Questions. Full Channel Digital Phone provides the quality and clarity of traditional phone service with digitally enabled, advanced feature sets. Full Channel Digital Phone uses our secure and private data network with the same reliability you have come to expect from us. Full Channel will install a Digital Phone Adapter that will connect your phone to the network and will also act as the Broadband Modem for your optional Internet access. The Adapter is equipped with a battery back-up (up to 8 hours) so that 911 services can be reached in an emergency, even if your home s power goes out. Please note: You must use a telephone that does not require external power (i.e. not a cordless phone) to place calls during a home power outage. If you ever encounter difficulties or have any questions, please call us at (401) or simply press 0 from your Full Channel Digital Phone. See our online help section for additional information at:

3 Contents 2 Features 6 Additional Services 7 Frequently Asked Questions 9 Basic Troubleshooting 10 Service Agreement 12 Local Calling Area Exchanges 1

4 DIGITALPHONE FEATURES CUSTOMER GUIDE Digital Phone Web Portal The Digital Phone Portal is included with the Gold and Silver Plans. This feature allows you to make changes to your Digital Phone account features and listen to voic from virtually any Web browser. Visit and click on the Digital Phone portal link at the top right corner of the page. Sign in using your Digital Phone number and your Digital Phone Portal password. If you cannot remember your Portal PIN (it may be different from your dial-in voic PIN) call Full Channel by dialing 0 from your Digital Phone. 2

5 FEATURES Online Voic Online Voic is included with the Gold Plan or may be purchased separately along with the Silver Plan. This feature redirects unanswered and busy calls to the Voic system. The messages can then be retrieved online or by phone. You may change the number of seconds (ring time) before the Online Voic server picks up in the Settings tab of the Digital Phone Portal under Preferences. Digital Phone offers you three ways to retrieve Voic messages. On the Web: Sign in to the Digital Phone Portal. In the Messages & Calls tab you can listen to and manage your voic messages online. From your home Digital Phone: Dial *09 from your Digital Phone line, enter your PIN and follow the prompts to setup your greetings and manage incoming voic messages. From another phone line: Call your home phone number and wait for the voic system to answer. Press * then enter your PIN and follow the prompts to setup your greetings and manage incoming voic messages. By From within the Digital Phone Portal click on the Settings tab, then click on the Messaging tab below. Check the box next to Auto-forward all voic messages as to. Fill in your address in the space provided. Now all of your new voic messages will be forwarded to your account as audio file attachments. Call Waiting Full Channel Digital Phone Gold and Silver Plans include Call Waiting. If callers attempt to reach you when you are on the line you will hear a special tone. You have the option to answer that call by pressing the switch-hook or flash button on your phone. Press again to switch between the two calls. If you would like to deactivate this feature on a per-call basis, simply dial *70 before placing an outgoing call. Caller ID Incoming and outgoing Caller ID capabilities are included with all calling plans. This feature displays the name and number of incoming callers on your Caller ID-capable phones (when that information is available) and also provides your name and number to parties you call. You may choose to block incoming calls from callers who choose not to provide their Caller ID information (Anonymous Call Reject) as well as enable or disable the presentation of your own Caller ID information when placing outgoing calls. (continued on next page)

6 FEATURES 4 Disable Caller ID Presentation (per outgoing call): Dial *67 from your Digital Phone line before placing a call for which you would like your name and number withheld. Disable Caller ID Presentation (for all outgoing calls): From within the Portal click on the Settings tab, then click on the Preferences tab below. Under Caller ID Preferences select from the options below to enable or disable Caller ID. Unblock Caller ID (per call): If you have chosen to withhold your outgoing Caller ID for all calls you may elect to unblock Caller ID on a per call basis by dialing *82 before placing the call. Anonymous Call Reject: There are two ways to block or allow incoming calls from callers who have disabled Caller ID presentation: By phone: Pick up the phone and press *77 to enable Anonymous Call Reject and hang up. Pick up, press *87 and hang up to disable Anonymous Call Reject. On the Web: From within the Portal s Call Manager > Screening > Anonymous Rejection section click the box to enable or disable this feature. Outgoing Call Blocking Outgoing Call Blocking is included with the Gold Plan or may be purchased separately along with the Silver Plan. From within the Settings > Blocking section of the Digital Phone Portal you may select which types of outgoing calls you wish to block, including international, directory assistance and premium rate calls. Call Forwarding Call Forwarding is included with the Gold Plan or may be purchased separately along with the Silver Plan. This feature allows you to forward select calls to another destination. For example, you might forward all calls to your Digital Phone to your mobile phone when you are not at home or just calls from your family and friends. This can be configured from within the Digital Phone Portal under Call Manager > Forwarding. See the online help? icon for more information on setting up this feature. Call Return Call return is included with the gold plan or may be purchased separately along with the

7 FEATURES silver plan. Have you ever answered the phone just a moment too late? Dial *69 at the dial tone and call back the number of the most recent incoming call. Conference (Three-Way) Calling Conference calling is included with the gold plan or may be purchased separately along with the silver plan. This service allows you to call an additional party during an existing call and add that party to the call, creating a three-way conversation. Once you have the first party on the line, press the switch-hook or flash button on your phone. At the dial tone call the second party. Once you have the second party on the line press flash once again and all three parties will be connected. Do Not Disturb Do not disturb is included with the gold plan or may be purchased separately along with the silver plan. This feature allows you to block your line temporarily to prevent incoming calls. When this feature is enabled, incoming callers will hear an announcement that you are not currently accepting calls. Outgoing calls can still be placed as normal. This can be activated from within the Digital Phone Portal under Call Manager > Screening > Do Not Disturb or by dialing *04 to activate or *05 to deactivate from your phone. Follow Me Follow me is included with the gold plan or may be purchased separately along with the silver plan. This feature allows you to specify additional numbers to be rung instead of or as well as your digital phone line. For example, you may choose to have incoming calls to your digital phone number ring your home phone and your cell phone simultaneously. Once one of the specified numbers has answered the call, ringing on the other numbers is stopped. Setup must be accomplished in the digital phone portal under Call Manager > Follow Me. Speed Dial Speed dial is included with the gold plan or may be purchased separately along with the silver plan. Full channel digital phone allows you to setup 38 speed dial numbers for your convenience. Using the settings in the digital phone portal under Contacts > Speed Dials you can assign a one or two-digit speed dial to your most frequently called contacts. Once a number has been stored, you need only dial the one or two-digit speed dial number plus the pound (#) symbol from your digital phone. 5

8 ADDITIONAL SERVICES Directory Assistance (Information) Directory assistance service is available for both residential and commercial listings by dialing 411 from your Digital Phone. An additional fee per Directory Assistance call will be applied to your bill. See for details and pricing. International Calling Full Channel Digital Phone has two economical options for placing international calls. By default, all Silver and Gold Plans may place international calls at the standard published rates available at There is also the option of purchasing the International Plus Calling Package for an additional monthly fee. This package offers discounted worldwide calling rates to Portugal, Spain, Ireland, The United Kingdom and more. Complete details can be found at Add-A-Line Activate the second port on your Digital Phone Adapter with the economical Add-a-Line Plan and get a separate phone number and line for a fax machine or security system. Add-a-Line Plan includes Caller ID, unlimited local calling and a low domestic long distance rate. See for details and pricing. Distinctive Ring Distinctive Ring can help you distinguish between incoming calls for you and someone else in the house. When activated, your Digital Phone line will be assigned an additional phone number. Each of the numbers will have its own special ring so you can determine which number the caller has dialed. See for pricing. Special N-1-1 Services In addition to for reaching local emergency services, the following non-emergency services may be accessed using the free N-1-1 codes listed below: United Way of R.I. free confidential help with a variety of social services including counselling and financial assistance R.I. Dept. of Transportation traffic updates R.I. Relay TDD relay services for the deaf & hard of hearing Dig Safe System call before you dig to ensure you will not damage or be injured by underground utilities

9 FREQUENTLY ASKED QUESTIONS FAQ s Q. What is my calling area? A. With the Full Channel Digital Phone Gold Plan, nationwide unlimited long distance includes: the 50 U.S states and Canada. With other plans there may be per minute fees for calls outside of your Local Calling Area. Offshore and International Calls are offered at competitive rates with the International Plus Package. Visit for more details. Q. Can I use my answering machine with Full Channel service? A. If you would like to use an answering machine just set it to pickup before Full Channel Voic and use Full Channel as a fail-safe backup. You can use Full Channel Voic as a back-up in case your answering machine fails. If you wish to disable the Voic feature entirely, contact your Full Channel representative. Q. Can I connect all my current phones to Full Channel Digital Phone service? A. Yes, all your phones can work using one phone number. Q. Can I use my Digital Phone while using the Internet? A. Yes, as long as you are using a Full Channel High-Speed Internet connection (not dial-up) for your Internet service. (continued on next page)

10 FREQUENTLY ASKED QUESTIONS Q. Will my Digital phone work during a power outage? A. The Digital Phone Adapter is equipped with a battery back-up good for up to 8 hours. If you have a phone that is plugged into your electrical outlet (such as a cordless phone) and your power goes out, the phone will not work. If your phone draws its power only from the Full Channel Digital Phone Adapter it will continue to work until the Adapter battery back-up drains. Q. Can I call 911 in case of an emergency? A. Yes, Enhanced 911 is fully supported. In the case of an extended power outage or network outage, 911 and phones service will not be available. If you move your Digital Phone Adapter to a different address without contacting Full Channel, 911 dispatchers will not have the proper address location information to send a response. Q. Can I use a fax machine or home security system? A. Yes, the Digital Phone Adapter comes with the ability to purchase two separate phone lines. One of these lines can be used for your fax machine or home security system. Contact Full Channel for information on adding additional lines. Q. Who do I call if I have a problem with a service or feature? A. Call Full Channel by dialing 0 from your Full Channel Digital Phone or call from another phone line. 8

11 BASIC TROUBLESHOOTING Basic Troubleshooting 1. Is the power indicator light on? The Digital Phone Adapter is equipped with a battery back-up for up to 8 hours. If the power cord is accidentally unplugged, after 8 hours, your phone service will go down. 2. Are the connections tight? Double check to ensure all cables are connected securely by hand. Do not use a wrench on the coax cable connector! 3. Do not move or unplug your Digital Phone Adapter. The Digital Phone Adapter is connected to a selected phone jack and cable outlet to ensure the highest quality of service. If the Adapter is moved to another location within the building or to another dwelling it may cause interruption of service and could cause the dispatching of 911 calls to an incorrect address. You MUST contact Full Channel before moving your Digital Phone Adapter. 9

12 CUSTOMER SERVICE AGREEMENT Customer Service Agreement DIGITALPHONE 10 In addition to the Terms applicable to all services, the following additional terms are applicable to You if You subscribe to Full Channel s Digital Phone Service. Digital Phone Service is phone service that travels on Full Channel s private data network, utilizing a Digital Phone Adapter known as an EMTA (Embedded Multimedia Telephone Adapter. The EMTA activates your phone or phones and may act as the broadband modem for your Internet access. 1. Incorporation of Other Terms and Conditions. This Agreement, in addition to the Full Channel Customer Service Agreement and the High Speed Internet Access Terms and Conditions, which are incorporated into this Agreement by reference, provide the terms and conditions governing Full Channel s provision of its Digital Phone to You. We are not bound by any other representation, warranty, term or condition, or statements or agreements made by any employee or agent of Full Channel, other than as specifically described in this Agreement. 2. Residential Service. Digital Phone as offered and provided under this Agreement is available only to residential customers of Full Channel. 3. Limitation on Local and Long Distance Provider PIC. You expressly agree that You will not have the option of subscribing to a local only or long-distance only service, nor will You be able to subscribe to a separate local, toll or long distance provider for use in conjunction with Full Channel s Digital Phone. 4. Incompatible Equipment. All non-voice communications equipment, including, but not limited to, home security systems that are not set up to make automatic phone calls, fax machines, and medical monitoring devices may not be compatible with Full Channel s Digital Phone. In order to maintain these functions, you may be required to maintain a separate telephone wire connection. Full Channel provides local telephone service. It is Your responsibility to request local telephone service in addition to Digital Phone service if You have equipment that requires a separate telephone wire connection. 5. Changes to Service or Terms. Full Channel has the right at any time to add to, modify, or delete any aspect, feature or requirement of Digital Phone. This includes (but is not limited to) equipment and system requirements. We also have the right to add to, modify, or delete any provision of this Agreement and any Terms of Use established by us. An online version of this Agreement and the Subscriber Privacy Notice are accessible at We may revise the Agreement and/or the Subscriber Privacy Notice from time to time, and we may change the online location of these documents periodically. In accordance with any applicable law, Full Channel will notify You of any significant change in these documents. If You continue to use the Service after we change any of these documents and provide You notice of the changes, You will be deemed to have consented to the changes. If You do not agree to any changes, You should stop using the Service and notify Full Channel that You are terminating the subscription to Digital Phone. 6. Customer Responsibility. (a) You are responsible in all respects (including payment obligations) for all use of the Service under Your account, whether or not You actually authorized the use. Your responsibility includes all calls to pay-per-call services, whether or not You actually authorized the call. You will be responsible for ensuring that all use of the Service under Your account fully complies with this Agreement. (b) Digital Phone is a residential service offered for your personal, non-commercial use. The Service may only be used by you and members of your immediate household. You will not resell or redistribute (whether for a fee or otherwise) Digital Phone, or any portion the Service. You will not otherwise charge others to use Digital Phone, or any portion of the Service. You agree not to use Digital Phone for any enterprise purpose whether or not it is a for-profit enterprise. You may not transfer all or any portion of Your account, Digital Phone or the Full Channel Equipment to any other person or entity, or to a new residence or other location. In order to ensure residential service is not being used for commercial purposes, Full Channel reserves the right to review customer accounts which regularly exceed 2500 long distance minutes. Customers with monthly long distance usage in excess of 2500 long distance minutes per line occurring more than once per year may be required to purchase a business calling plan. (c) You will not use Digital Phone for any unlawful purpose, or for any use which You have not obtained all required governmental approvals, authorizations, licenses, consents and permits. Full Channel may shut down Your Digital Phone, without prior notice, if we find, in our sole judgment, that Your use is unauthorized or fraudulent. (d) Full Channel may shut down Your Digital Phone, without prior notice, if we find, our sole judgment, that Your use of the service is causing interference to others or You have tampered or allowed others to tamper with Full Channel Equipment. We may also shut down Your Digital Phone, without prior notice, if there exist hazardous conditions that would make Your continued use of the service unsafe. (e) You may not assign, or transfer in any manner, the Service or any rights associated with the Service without the prior written consent of Full Channel. Full Channel will permit You to transfer Your Service to another person or entity if You have paid all charges owed to Full Channel. Such a transfer will be treated as a disconnection of existing Service and installation of new Service, and the nonrecurring installation charges will apply. 7. Limitations of 911 / E911 Capability

13 CUSTOMER SERVICE AGREEMENT (a) The Service includes Enhanced 911 dialing ( E911 ). CAREFULLY READ THE INFORMATION BELOW. YOU ACKNOWLEDGE AND ACCEPT ANY LIMITATIONS OF E911. YOU AGREE TO ADVISE ALL PERSONS WHO MAY HAVE OCCASION TO PLACE CALLS OVER THE SERVICES OF THESE LIMITATIONS. (b) Correct address: for E911 to work in accordance with our specifications, Full Channel must have a correct service address for the location of your EMTA. If you do not provide the correct address when you register for the service or if you relocate your EMTA to a new address and do not register the new address with full channel, E911 may fail in two ways: (i) E911 calls may be misdirected to the wrong emergency authorities, and (ii) Emergency authorities will be given the wrong address for the origin of your E911 calls. If you wish to relocate the EMTA and continue to use the services including E911, you must seek authorization for the service at your new service address (if available), and update your service address with us. Relocating the EMTA to a different address without first notifying full channel may be grounds for termination of this agreement and your digital phone service. (c) Service interruptions: E911 may not function if the services are interrupted for any reason, including but not limited to failure of your EMTA, incorrect configuration of your EMTA, an extended power outage, failure of our network or facilities, or suspension or disconnection of your services because of nonpayment. (d) Liability: YOU ACKNOWLEDGE AND UNDERSTAND THAT FULL CHANNEL WILL NOT BE LIABLE FOR ANY SERVICE OUTAGE, INABILITY TO DIAL 911 USING THE SERVICES, AND/OR INABILITY TO ACCESS EMERGENCY SERVICE PERSONNEL DUE TO THE E911 FEATURE OR LIMITATIONS SET FORTH IN THIS AGREEMENT. YOU AGREE TO DEFEND, INDEMNIFY, AND HOLD HARMLESS FULL CHANNEL, ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES, AND AGENTS, AND ANY OTHER PROVIDER WHO FURNISHES SERVICES TO YOU IN CONNECTION WITH THE SERVICES, FROM ANY AND ALL CLAIMS, LOSSES, DAMAGES, FINES, PENALTIES, COSTS, AND EXPENSES (INCLUDING BUT NOT LIMITED TO REASONABLE ATTORNEY FEES) BY, OR ON BEHALF OF, YOU OR ANY THIRD PARTY OR USER OF THE SERVICES RELATING TO THE FAILURE OR OUTAGE OF THE SERVICES, INCLUDING THOSE RELATED TO E911. (e) Service Interruptions Caused By Power Failure Digital Phone Service utilizes a broadband modem which requires electrical power and, in the event of a power outage or cable network failure, Emergency 911 services will not be available. You expressly acknowledge that You may lose access to and use of the Services, including E911, under certain circumstances, including but not limited to the following: (i) If our network or facilities are not operating, (ii) If electrical power to the broadband modem interrupted and does not have a battery backup, and (iii) If the electrical power is interrupted and its battery backup fails. You also understand and acknowledge that battery backup may provide power for only a limited time, that the performance of the battery backup is not guaranteed, and that if the battery is exhausted, the Service will not function until normal power is restored. You acknowledge that the EMTA should always be positioned within four (4) feet of an electrical outlet and that extension cords should never be used. 8. Limitation Of Liability In addition to the Limitation of Liability Provisions applicable to all services, the following additional Limitations of Liability apply to Digital Phone Service YOU AGREE THAT DIGITAL PHONE IS PROVIDED BY FULL CHANNEL ON AN AS IS AND AS AVAILABLE BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF TITLE OR NON-INFRINGEMENT OR IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, OTHER THAN THOSE WARRANTIES THAT ARE IMPLIED BY, AND INCAPABLE OF EXCLUSION, RESTRICTION, OR MODIFICATION UNDER, THE LAWS APPLICABLE TO THIS AGREEMENT. FULL CHANNEL MAKES NO WARRANTY THAT DIGITAL PHONE WILL BE UNINTERRUPTED OR ERROR FREE. YOU FURTHER AGREE THAT ALL USE OF DIGITAL PHONE IS AT YOUR SOLE RISK. WITHOUT LIMITING THE FOREGOING: NONE OF THE FULL CHANNEL PARTIES MAKES ANY WARRANTIES AS TO THE SECURITY OF YOUR COMMUNICATIONS VIA FULL CHANNEL FACILITIES OR DIGITAL PHONE, OR OUTSIDE THE SERVICE TO THE INTERNET, OR THAT THIRD PARTIES WILL NOT GAIN UNAUTHORIZED ACCESS TO OR MONITOR YOUR COMPUTER(S) OR PHONE COMMUNICATIONS. YOU AGREE THAT NONE OF THE FULL CHANNEL PARTIES WILL BE LIABLE FOR ANY SUCH UNAUTHORIZED ACCESS. YOU HAVE THE SOLE RESPONSIBILITY TO SECURE YOUR COMPUTER AND PHONE COMMUNICATIONS. YOU UNDERSTAND THAT THE INSTALLATION, USE, INSPECTION, MAINTENANCE, REPAIR, REPLACEMENT OR REMOVAL OF DIGITAL PHONE, EQUIPMENT AND SOFTWARE MAY RESULT IN DAMAGE TO YOUR COMPUTER(S) OR OTHER HARDWARE, INCLUDING SOFTWARE AND DATA FILES STORED THEREON. YOU WILL BE SOLELY RESPONSIBLE FOR BACKING UP ALL EXISTING COMPUTER FILES PRIOR TO THE PERFORMANCE OF ANY OF THE FOREGOING ACTIVITIES. NONE OF THE FULL CHANNEL PARTIES WILL HAVE ANY LIABILITY, AND EACH EXPRESSLY DISCLAIMS ANY RESPONSIBILITY WHATSOEVER, FOR ANY DAMAGE TO OR LOSS OR DESTRUCTION OF ANY SOFTWARE, HARDWARE, DATA OR FILES. IN NO EVENT (INCLUDING NEGLIGENCE) WILL ANY FULL CHANNEL PARTY OR ANY PERSON OR ENTITY INVOLVED IN PROVIDING DIGITAL PHONE OR EQUIPMENT BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OF OR INABILITY TO USE DIGITAL PHONE, INCLUDING THE USE OR INABILITY TO ACCESS EMERGENCY 911 SERVICES, ANY ACTION TAKEN TO PROTECT DIGITAL PHONE, OR THE BREACH OF ANY WARRANTY. (Revised January 12, 2015)

14 LOCAL CALLING AREA EXCHANGES Digital Phone Gold Plan includes unlimited long distance calling to the U.S.A. and Canada. Digital Phone Silver Plan for residential use includes 60 minutes of domestic long distance. After the initial 60 minutes are used, long distance calls are billed at 5 per minute. Calls placed from your Digital Phone line to any of the exchanges listed below are in your local calling area and are always free: Bristol, RI exchanges in area code North Swansea, MA exchanges in area code Portsmouth, RI exchanges in area code Providence, RI exchanges in area code (continues ) 12

15 LOCAL CALLING AREA EXCHANGES Providence, RI exchanges in area code 401 ( continued) Seekonk, MA exchanges in area code Seekonk, MA exchanges in area code Tiverton, RI exchanges in area code Warren, RI exchanges in area code

16 A family-owned business. local! 57 Everett Street Warren, RI fullchannel.com Full Channel and the Full Channel logo are registered trademarks of Full Channel, Inc. Copyright Full Channel, Inc. All rights reserved.