Home & Business Phone. Features User Guide

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1 Home & Business Phone Features User Guide 1

2 Welcome to ACN s Home and Business Phone Features This guide will help you use your phone features and discover what they can do for you. You now have some great features available on your phone, ready to use*. These include Call Waiting, Call Return, Call Forward Immediate, Call Forward No Answer, Call Forward Busy, 3-Way Chat and Call Back. *Available on tone phones in most areas. Applicable feature and usage charges may apply. 2

3 What s Inside Avoid Missing Important Calls 4 Calling Made Easy 11 Who s Calling? 12 Fast Dialling 16 Managing Your Calls 17 Customer Service 19 3

4 Avoid Missing Important Calls Call Waiting No need to miss an important call just because you re on the phone. The Call Waiting tone (two beeps every five seconds) lets you know that there s a call waiting to be answered. To turn Call Waiting on 1 # Follow Prompts or Dial Tone * 4 3 # To turn Call Waiting off 1 # Follow Prompts or Dial Tone # 4 3 # To turn Call Waiting off when using the Internet or sending a fax Store *# on the front of your Internet dial up number or fax number. To check if Call Waiting is on or off 1 # or Dial Tone * # 4 3 # To answer the incoming call when already on a call or switch between calls Recall Dial Tone 2 To hang up one call and return to the other Recall Dial Tone 1 To reject the incoming call when already on a call Recall Dial Tone 0 Call Waiting is turned on and available to use for most new ACN connections. Once it s on, it stays on unless you switch it off, but it won t work during a 3-Way Chat. Call Return Find out the number of your last unanswered call (except for blocked numbers). To retrieve the number of your last unanswered call 4 * 1 0 #

5 Call Return is available to use on tone phones in most areas of Australia, but is not available for blocked calls. Applicable usage charges and normal call charges apply if you return the call. Call Forward Immediate Forward your home or office number to your mobile phone. To immediately forward all incoming calls 1 # Follow Prompts or * 2 1 Phone Number # To turn Call Forward Immediate off for all incoming calls 1 # Follow Prompts or # 2 1 # Call Forward Immediate is available to use on your phone now. It overrides all other Home Phone and Business Phone Features except Call Forward Selected Callers. Charges apply for forwarded calls. Call Forward Busy When your phone is busy, calls can be forwarded to most numbers in Australia. To forward all incoming calls on busy 1 # Follow Prompts or * 2 4 Phone Number # To turn Call Forward Busy off 1 # Follow Prompts or # 2 4 # To check if Call Forward Busy is on or off 1 # Follow Prompts or * # 2 4 # Call Forward Busy is available to use on your phone now. Charges apply for forwarded calls. 5

6 Call Forward No Answer When your phone is not answered, calls can be forwarded to most numbers in Australia. To forward all incoming calls when there is no answer 1 # Follow Prompts or * 6 1 Phone Number # To set the destination and time in seconds before the call is forwarded 1 # Follow Prompts or * 6 1 Phone Number * Time in Seconds # To turn Call Forward No Answer off 1 # Follow Prompts or # 6 1 # To check if Call Forward No Answer is on or off 1 # Follow Prompts or * # 6 1 # Call Forward No Answer is available to use on your phone now. Default is 20 seconds (approximately 7 rings) before a call will be forwarded. Can be set from 5 to 60 seconds. Charges apply for forwarded calls. Call Forward Selected Callers Set-up a Selected Callers List containing up to 15 phone numbers to be forwarded to another number. To turn Call Forward Selected Callers on * 9 2 # To turn Call Forward Selected Callers off # 9 2 # To check if Call Forward Selected Callers is on or off * # 9 2 # To set-up an entry in your Selected Callers List * 8 7 PIN * 4 * List Position * Caller s Phone Number * Forwarding Destination Phone Number # 6

7 To check what number is in a particular position in your Selected Callers List * # 8 7 PIN * 4 * List Position # To remove a number from your Selected Callers List # 8 7 PIN * 4 * List Position To remove all numbers from your Selected Callers List # 1 # 8 7 PIN * 4 * 1 # 2 Call Forward Selected Callers overrides all other Call Forwards. Calls can be forwarded to most numbers in Australia. Before using this feature you must activate your PIN on your home phone. See page 18 for more information. Monthly charge and call charges apply. Call Forward Set The Time Forward calls to most numbers in Australia during time periods you specify by creating a Time Period List with up to 15 different time periods (days and times). To turn Call Forward Set The Time on * 1 6 # To turn Call Forward Set The Time off # 1 6 # To check if Call Forward Set The Time is on or off * # 1 6 # To create or modify your Time Period List * 8 7 PIN * 9 * List Position * Finish Day Number Forwarding Destination Phone Number Start Day Number * Finish Time # * Start Time The day numbers are Monday 1 Thursday 4 Saturday 6 Tuesday 2 Friday 5 Sunday 7 Wednesday 3 The time for start and finish must be in 24 hour mode, ie 9:30am = 0930, 7:15pm = 1915, etc. 7

8 To remove a setting from your Time Period List # 8 7 PIN * 9 * List Position # 1 To remove all numbers from your Time Period List # 8 7 PIN * 9 * 1 # To check which destination number and time is in one of your Time Period List entries * # 8 7 PIN * 9 * List Position # Call Forward Set The Time overrides Call Forward Busy and No Answer. Before using this feature you must activate your PIN on your phone. See page 18 for more information. Monthly charge and call charges apply. MessageBank The easy way to answer when you re away from your phone, on another call, or you simply can t answer. The first time you call your MessageBank service, voice prompts will guide you through recording your personal greeting. When you are asked to enter your PIN, dial the last four digits of your phone number (this is your temporary PIN) then press # MessageBank will then prompt you to enter a new 6 digit PIN Follow the prompts to set up your mailbox Accessing your MessageBank To access MessageBank from the phone it s connected to Press and, if prompted, PIN # To access MessageBank from other fixed or mobile services within Australia Press and, when prompted, Mailbox Number (which is your phone number including area code) PIN # To access MessageBank from services connected with PABXs or other carriers Call To access MessageBank from phone services in other countries Call followed by (then your mailbox number and PIN). 2 8

9 Changing your PIN and/or greeting The PIN can be changed at any time, and using a PIN from the phone is now optional. To change your PIN access the MessageBank Main Menu and: Press 3 for the Setup menu, then Press 3 for the PIN Change menu, then Press 1 to change the PIN or Press 2 for Security Settings, then Press 1 to turn on Optional PIN When Optional PIN is on, your PIN will still be required when calling your mailbox from another fixed phone or a mobile. Managing your messages You ll know you have new messages if you hear a special dial tone when you pick up your phone. Listening to messages Your messages will play automatically. After listening to your messages you can: Press 1 to replay the message Press 2 2 to directly call back the person who left the voice message Press 5 to delete and go to the next message Storing messages MessageBank automatically stores all your new messages for 14 days Once played, messages are kept for 7 days unless you delete them You can store up to 60 messages of up to 5 minutes long 9

10 Knowing who s called If a caller hangs up after your personal greeting, you can find out their number (if it s not a blocked call or a silent number). Press 9 for Main Menu Press 3 Press 5 for Mailbox Set-up for Mailbox Options Press 6 for Hang Up Messages, then choose ON MessageBank will store up to 5 Hang Up Messages. Shortcuts At any time: Press 9 to Return to Main Menu Press * Cancel and Go Back one menu level Press 8 for Help When listening to your messages: Press 1 to Go Back to the start of the message Press 2 to Go Back 8 seconds Press 3 to Go Forward 8 seconds Press 3 3 to Fast Forward to the end of the message Press 6 to Skip to the next message Press 7 to Pause a message while it is playing Press 7 to Resume again Changing the time before MessageBank answers the call The time before an unanswered call is forwarded to MessageBank is automatically set to 20 seconds (approximately 7 rings). You can change this to any time from 05 to 60 seconds. To change the time before a call is forwarded * 9 9 Time in Seconds # MessageBank is available in most areas. Monthly access charge applies. 10

11 Calling Made Easy 3-Way Chat Add another person to your call and have a 3-Way Chat. To put existing call on hold and make a new call Recall Dial Tone Phone Number Wait for answer Then to 3-Way Chat Recall Dial Tone 3 To split a 3-Way Chat (this will put one call on hold) Recall Dial Tone 2 To switch between calls Recall Dial Tone 2 To hang up one call and return to the call on hold Recall Dial Tone 1 3-Way Chat is available to use on your phone now. While you are in a 3-Way Chat your Call Waiting will not work, but, if set, your Call Forward Immediate or Busy will still work. Usage and call charges apply. Call Back Have your call completed when the phone number you are calling becomes available. To arrange a call for Call Back Busy Tone Recall * 3 7 # To cancel Call Back # 3 7 # Call Back is available to use on your phone now. The busy destination will be monitored for 45 minutes. Call Back will not work for all calls, e.g. calls 11

12 to some business numbers, Operator Assisted Services and international destinations and to phones on some other carriers networks. A maximum of five Call Back calls can be arranged at any one time. Call Back requires a tone phone, preferably with distinctive ring capability. Usage and call charges apply. Who s Calling? Smart Ring Identify who s calling before you answer by creating Smart Ring Lists which lets you allocate different ring sounds for different groups of people. To turn Smart Ring on * 8 8 # To turn Smart Ring off # 8 8 # To find out if Smart Ring is on or off * # 8 8 # To add/change a number on a Smart Ring List * 8 7 PIN * Ring Code 1, 2 or 3 * List Position * Phone Number # To remove a number from a Smart Ring List # 8 7 PIN * Ring Code 1, 2 or 3 * 1 List Position # To remove all numbers from a Smart Ring List # 8 7 PIN * Ring Code 1, 2 or 3 * 2 1 # If the incoming call is not in one of your Smart Ring Lists, you will hear your standard ring sound. To check which number is in a particular position in a Smart Ring List * # 8 7 PIN * Ring Code 1, 2 or 3 * List Position # of Caller s Number 12

13 Smart Ring is available on most tone phones with distinctive ring capability and excludes some cordless phones. If you want to identify calls from a certain area, just enter the area code. Before using this feature you must activate your PIN on your home phone. See page 18 for more information. Monthly charges apply. Calling Number Display Identify who is calling you by displaying the caller s telephone number (unless the number is blocked). When your phone rings, simply look at your display screen. After a while you ll recognise the numbers of the people who call you regularly. The Calling Number Display Screen Calling Number Display uses a special telephone or a stand alone attachment that has a display screen. This message displays the caller s mobile number. The word MOBILE will only appear if the display device supports this option. This message displays the telephone number of the call you have received or missed. The following messages will not display the caller s phone number: PRIVATE : Indicates that the call is from one of the following: 1. a silent line or unlisted number; 2. a caller who has chosen to block their number; 3. a caller calling from overseas; or 4. a caller whose telephone service is provided by a carrier or service provider not participating in Calling Number Display, or who requires the caller to request that this feature be enabled. 13

14 UNAVAILABLE : May indicate that the call is from an overseas caller or payphone. Some display devices may display the word WITHHELD instead of PRIVATE, and the words OUT OF AREA instead of UNAVAILABLE. PAYPHONE : Indicates that the call is from a payphone. CALL FORWARD : Indicates that the call has been forwarded to you. The number displayed will be the originating caller s number. The word PAYPHONE will only appear if the display device supports this option. The words CALL FORWARD will only appear if the display device supports this option and the customer network service is compatible. 14 What else is included? Call Waiting Display Some display telephones, have Call Waiting Display, which lets you see the number of the caller while you re on the phone, unless the number is blocked. Call Record Logging Logging of calls is supported by most Calling Number Display compatible equipment. Call record logging capacity varies, so please see your telephone equipment user manual. Call Blocking Blocking of calls is free. With Call Blocking you can choose to block your number for individual calls, so your details remain private. If you are calling from a ACN Home or Business Phone, dial 1831 in front of the number you wish to call. Line Blocking Line Blocking blocks your number from being sent when you make calls. Permanent Line Blocking is automatically provided to customers with unlisted numbers and is available on request for listed services. You can override the blocking and send your number by dialling 1832 before making your call if you are calling from an ACN Home or Business Phone.

15 Monthly charge applies. Available most areas. Available on tone phones in most areas. Call Waiting Display capable telephones are designed to mute the receiver for 1-2 seconds while the details of the caller s number are sent to the telephone. This may cause a brief interruption to the conversation. Occasionally, some telephones may mistakenly respond to a caller s voice or external noise and cause a false muting of the telephone receiver. Multiple Number Have a second phone number on your existing line, with its own distinct ringing sound. Great if you have a home business. Call charges will default to your main/first number. However, If you want to charge calls to your second number * 1 1 * 2 # Dial Tone Phone Number If you want to use Call Return, Call Forwarding or Call Control on your second number Simply enter the prefix 1 1 * * 2 # first For example, for Call Return * 1 1 * 2 # Dial Tone * 1 0 # When you take up a Multiple Number service, both your Basic Telephone service (Prime number) and second number (Auxiliary number) need to be pre-selected to ACN together. Multiple Number requires a tone phone with distinctive ring capability. You can access your Call Forwarding and Call Control on your second number via Remote Access. For more information on Remote Access refer to page 17. Call Waiting and Call Back will still work on your line if you have Multiple Number. Calling Number Display will work, but you will not know which number the call was for. Monthly charge applies. 15

16 Fast Dialling Abbreviated Dialling Store up to 8, 40, or 60 of your most frequently used telephone numbers and call these numbers by using a one or two digit code. You can include national and international long distance numbers. Abbreviated Dialling 8 Number Memory Eight stored numbers can be retrieved by pressing one single digit code you can store your frequently dialled telephone numbers from 2 through to 9. Abbreviated Dialling 40 or 60 Number Memory For more than eight numbers, a two digit code applies from 20 through to 59 or 79. To call a number stored in exchange memory Abbreviated Code # (e.g. 3 # ) To store or alter a number in exchange memory * 5 1 Abbreviated Code Phone Number # To cancel a stored number in exchange memory # 5 1 Abbreviated Code # Abbreviated Dialling overrides Call Control, ie Call Control applies when storing the destination, but not when making calls using Abbreviated Dialling. 1 # cannot be used as an Abbreviated Code. Monthly charge applies. 16

17 Managing Your Calls Call Control Bar certain types of outgoing calls (e.g. STD, international) to help control your call costs. Plus choose from a number of barring levels. To turn Call Control on * 3 3 PIN # To turn Call Control off # 3 3 PIN # To check if Call Control is on or off * # 3 3 # Monthly charge applies. Reverse Charge calls can still be accepted regardless of the level of barring. Before using this feature you must activate your PIN on your home phone. See page 18 for more information. Remote Access Control your Call Waiting, Call Forwarding, Call Control, Delayed Hotline and Smart Ring services from a remote location. To access Remote Access Access Number Your Number * PIN * Enter Command Sequence For example, to turn on Call Forward Immediate using Remote Access Access Number Your Number * PIN * * 2 1 Phone Number # When using Remote Access, you can only make one change per call. Before using this feature you must activate your PIN on your home phone. See page 18 for more information. Applicable call costs and monthly charge applies. 17

18 Personal Identification Number (PIN) Use one PIN for Call Control, Call Forward Set The Time, Call Forward Selected Callers, Remote Access and Smart Ring. When you connect one of these PIN dependent features, you will be allocated a temporary PIN (matching the last 4 digits of your phone number) until you change it to a four digit number of your choice. You must activate your PIN on your home phone. Once set-up, you can change your PIN as often as you like. However, it can only be changed from the phone service that your PIN dependent features reside on. To change your PIN * 3 0 Old PIN * New PIN * New PIN # You need to enter your new PIN twice for confirmation. 18

19 Customer Service Our dedicated Customer Service team is available from Monday to Saturday for all of your service needs. Enquiries Chat acnpacific.com.au/contact-us Customer Service Hours of Operation 7 Days: 8:00am to 8:00pm (AEST) For further information about pricing, other services available from ACN, the ACN Opportunity or becoming an ACN Independent Representative, please visit acnpacific.com.au. acnpacific.com.au/myaccount At MyAccount you can also check your monthly usage, pay bills and view your invoices. 19

20 Contact Us acnpacific.com.au Customer Service: ACN Pacific Pty Ltd ABN /12. MKT678

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