Home Phone Plus Guide calling features and services tips and instructions

Transcription

1 Home Phone Plus Guide calling features and services tips and instructions My Home Phone Portal myphone.primus.ca

2 Primus Local Home Phone Plus Inside your guide to Primus Local Home Phone Plus Services included with Primus Local Home Phone Plus: 911, 411, 711, 0, 611 pg 1 Primus Local Home Phone Plus Calling Features: My Home Phone Service Portal pg 2 Directory pg 2 Find Me Follow Me pg 3 Call Treatment pg 3 Hold Music pg 4 Calling Line ID pg 4 Language pg 5 Alternate Number pg 5 Call Display pg 6 Call Display Blocking (*67) pg 6 Call Forwarding pg 7 Call Hold pg 7 Call Screening pg 8 Call Transfer pg 9 Call Trace pg 9 Call Waiting pg 9 Visual Call Waiting pg 10 Conference (5-way) Calling pg 10 Do-Not-Disturb pg 11 Last Call Return pg 12 Privacy Guard pg 12 Speed Dial pg 13 Telemarketing Guard pg 13 Turn Telemarketing Guard On or Off pg 13 Change call screening options pg 14 Add to the Allowed Friends & Family List pg 14 Adding an Inadvertently screened caller to the allowed list pg 14 Add a number to Denied Telemarketing List pg 14 Remove a number from your Friends & Family or Denied list pg 15 Voice Mail pg 15 How to set up your voice mailbox pg 15 How to change your password pg 15 How to record a personal greeting pg 16 How to retrieve messages pg 16 Voice mailbox main menu options pg 17 Troubleshooting your service pg 18

3 Services included with Primus Local Home Phone Plus In addition to your current phone number, telephone directory listing and reliable local calling, the following essential services are included: Emergency Service service allows you to directly dial the digits and be connected to the closest local Emergency Service Bureau to report emergencies. Directory Assistance 411 To reach an Operator who will provide you with name, number and address information on listings, dial calls are charged at pay-per-use rate that varies by region. Message Relay Service/Telephone Device for the Deaf 711 Message Relay Service provides deaf, deafened, hard of hearing and speech impaired customers with the ability to communicate through the use of TTY (teletypewriter). TTY to TTY dial 711 TTY to Voice dial 711 Voice to TTY dial Local Operator Service 0 The local Operator can be reached by dialing 0. The Operator will provide basic information, including dialing instructions and country code details. *Charges may apply Repairs 611 If you re having any problems with your service, simply dial 611 and you ll be connected with the Repair Centre. 1

4 My Home Phone Service Portal My Home Phone Service Portal is an easy to use online tool that allows you to manage your phone service over the web, weather you are at home or away. With this online tool you get access to enhanced features that allow you to: View and download your call history Check and manage your voice mail Add call forwarding options and manage them remotely Manage, forward, prioritize or reject incoming calls Create and maintain a directory of contacts Log onto to enjoy these features Directory My Home Phone portal allows you to create directory of your contacts, e.g. by exporting directories from other applications, such as MS Outlook. Add a Directory Record 1. Login to My Home Phone portal 2. From the Directory tab click Add Record 3. Enter the required information, and then click the Add Record button to create a new Personal Directory Record. 4. Repeat to add multiple records Import Records You will first need to have a CSV file created from Outlook in order to import your Directory records. 1. Login to My Home Phone portal 2. From the Directory tab click Import Records 3. Click the Browse button to select the CSV file you wish to upload 4. Once you have chosen the correct CSV file click open from the pop up window 5. If there are duplicate entries check the Replace duplicates check box 6. Click Import Records to complete the upload. Outlook Express is not currently supported 2

5 Find Me Follow Me Find Me Follow Me allows you to create list(s) of phone numbers, such as your office or cell phone numbers, that will ring simultaneously or sequentially if you are not answering on your Home Phone Line. Click on the Concierge tab Select Find Me - Follow Me Click on Add Find Me Record Enter the required information, and then click the Save Record button to record your Find-Me List configuration Under function click [List] Click on Add Number to create your phone number list Enter the required information, and then click the Save button to create a new Find-Me Number Once you have created a new Find-Me List go to Add Call Treatment to enable your Find Me Follow Me feature Call Treatment Call Treatment feature, accessible via the My Home Phone portal allows you to setup different treatment rules for your incoming calls, based on their caller ID. The options available are: Call Block Forward to Number Forward when Busy Forward when No Answer Forward to Voice Mail Priority Call Urgent Call Find Me 3

6 To set up a Call Treatment 1. Login to the My Home Phone Portal 2. From the Concierge tab select Add Call Treatment 3. Select Show more >> for complete instructions Hold Music From the My Home Phone portal you can change your on-hold music selection that the other party will hear when you place them on hold. From the Concierge tab select Add Call Treatment Select one of the following on-hold music options - Jazz (Default) - Spotlight Trance - Easy Listening Music - Spring Ireland - Edo Bridge Japan - This Little Light of Mine - No Hold Music - Play hold music quietly Press save button Calling Line ID With the My Home Phone portal you can select how you would like your name to appear when you call other people from a predefined list. Click on the Concierge tab Select Calling Line ID Choose a name display from the list and press the save button 4

7 Language The language option allows you to control what language is heard; English or French, for the feature prompts. Click on the Concierge tab Select Language Select the language you will hear when accessing your Home Phone features (Voice Mail, etc.) Select the language others will hear when calling your Home Phone number when certain features are enabled (Privacy Guard, Do Not Disturb, etc.) Press the save button IMPORTANT! This selection will only apply to your Home Phone features and will not influence the language preferences for 911 service, customer communications or billing. To change these language settings, please contact our Customer Care team. Alternate Number Have a fax machine? Need a business line? Have a teenager that wants his or her own line? With Primus Alternate Number, you can assign up to three additional telephone numbers each with its own unique ring to your existing line. This feature is also often known as Ident-A-Call or Distinct Ring. Even though you may have up to three telephone numbers, you still only have one line. Call Forwarding and Alternative Number When using Call Forwarding on a line with the Alternate Number feature, it is important to remember that the Alternate Number will always follow the main line. If the main line has been Call Forwarded and a call comes into the Alternate Number it will ring through as the same destination. Call Waiting and Alternate Number Primus Home Phone Service does not support Deny Call Waiting on secondary numbers. For example, if your secondary number is engaged and a second call to this number arrives, it will receive a Call Waiting reminder (beep) if the main number has the Call Waiting feature. 5

8 Note: Call Waiting may cause an interruption in fax and data transmissions. If you are using a secondary line for a fax machine or dial-up Internet, you may want to use the suspend call waiting procedure before placing your call to avoid these interruptions. (See Call Waiting) Call Display With Call Display, you ll see who s calling before you answer the phone. Screen your calls, avoid interruptions or ignore unwanted calls completely you decide! Calls from customers who use Call Display Blocking will be displayed as Private Name/Private Number. How to use Call Display You ll either need a telephone with a call display screen or a separate call display unit connected to your telephone. When you have a call, simply wait for the start of the second full ring,the name and number of the caller will appear on the call display screen.you will also see the date and time of the call if your display supports this function. Call Display Blocking For greater privacy and security, you can use Call Display Blocking to block the delivery of your name and phone number or a per call basis. If the person you have called subscribes to Call Display, your call will be identified as Private Name/Private Number. How to use Call Display Blocking 1. Press *67 and listen for a dial tone 2. Dial the number you want to call If you never want to display your name and number to people you are calling, you can subscribe to Permanent Call Display Blocking. The caller s name may not be available in certain geographic areas. 6

9 Call Forwarding No matter where life takes you, you can always be reached when you want to. Call Forwarding directs your incoming calls to any phone you designate. So you can receive calls made to your home phone at the cottage, at work, on the road, or anywhere else. How to use Call Forwarding 1. Press *72 2. Follow the voice prompts 3. If you want to verify and test that your calls are being forwarded to the correct number after set up, press 1 and follow the instructions. 4. Press 2 to activate call forwarding without a test call How to cancel Call Forwarding 1. Press *73 2. Hang up When Call Forwarding service is turned on and someone tries to reach you, your telephone will ring once.you cannot receive calls but you can make outgoing calls. See Call Treatment on pg 3 for advanced call forwarding options. You can also manage Call Forward via the ConciergeTab of My Home Phone portal. Call Hold Hands full? Call Hold lets you free up your hands and put your caller on hold. Simply press the LINK, FLASH or HOLD button once. To reconnect the caller, press the LINK, FLASH or HOLD button once again. Customer is responsible for toll charges. 7

10 Call Screening Call Screening will help prevent you from receiving repeated, annoying phone calls. Callers on your call screen list will hear a polite voice message that you are not accepting calls right now. You can easily turn Call Screening on and off, and add or delete numbers from your list at any time. A maximum of 12 call screen numbers is allowed at any one time How to use Call Screening 1. Press *60 2. Choose from the following options and follow the prompts provided: Turn Call Screening on or off: press 1 Block the number of the last call you received: press 2 Block a new number: press 3 + telephone number Hear the current list of blocked numbers: press 4 Remove a blocked number: press 5 + telephone number Repeat menu options: press * How to turn off Call Screening 1. Press *60 2. Listen to the voice prompts 3. Press 1 and listen for the confirmation message 4. Hang up Call Screen service does not screen out Unknown Numbers, for handling such numbers, please see Privacy Guard on pg 12. You can also manage the screening of your incoming calls with My Home Phone portal. From the Concierge Tab select Add Call Treatment to personalize how your incoming calls are handled. 8

11 Call Transfer Call Transfer lets you transfer a live existing call to another number During the call, press the flash button Press *08 Enter the phone number you want this call to be transferred to Hang Up Call Trace If you have received a threatening or harassing phone call, an additional safety feature you can initiate is Call Trace. When a Call Trace is initiated, a special record will be printed at our head office. We will only release the details of the Call Trace record to the appropriate law enforcement officials. How to use Call Trace 1. Press *57 immediately after you receive an offending call and hang up 2. You must then file a complaint regarding the offending call with local police Using Call Trace service does not guarantee that the Police will accept your case or follow up on a Call Trace request. Call Waiting With Call Waiting, you ll never have to miss an important call because you re on the phone you ll know when another caller is trying to reach you. And your callers won t hear a busy signal. 9

12 How to use Call Waiting If you re on the phone, a quiet beep will let you know that another caller is trying to reach you. You can put your original call on hold while you take the new call by pressing the hang-up, LINK or FLASH button. You can toggle between the two calls by pressing the hang-up, LINK or FLASH button If you choose not to answer the second call, that call will receive the no answer treatment currently assigned (e.g. it will forward to voice mail, forward to another number or keep ringing). Call Waiting service will not work when you establish a 3-way call.the caller will receive a busy signal or be routed to Voice Mail if you subscribe to it. How to suspend Call Waiting 1. Press *70 before placing a call 2. This will suspend Call Waiting during your next call (any incoming callers will hear a busy signal). 3. Call Waiting will be restored once you have completed your call Visual Call Waiting Visual Call Waiting lets you to see the name and number of a waiting call, so that you will always know who is calling before you decide to interrupt your first call to connect to the second. Calls are signaled with a quiet short beep, and after the start of the second full ring, the name and number of the second caller will be displayed. To answer the second call use the same steps as regular call waiting. A telephone with a call display screen or a separate call display unit is required. Conference (5-way) Calling Need to make plans with more than one friend at the same time? Want to stay in touch with a few family members or business colleagues in different locations? It s easy with Conference Calling. The caller s name may not be available in certain geographic areas. 10

13 How to use Conference Calling 1. Call the telephone number of the first person you wish to speak with 2. To add the second person to the call, quickly press and release the hang-up, LINK or FLASH button (try each of these buttons to see which works best with your phone) 3. Listen again for the dial tone (the original call has been put on hold) 4. Call the phone number of the second person 5. When the second person answers, press the hang-up, LINK or FLASH button to connect to both people If the second person you re trying to reach is busy, press and release the hang-up, LINK or FLASH button to disconnect them. You will automatically be reconnected with the first call. If any of the parties involved in a 5-way conference call drop off, the other parties will remain connected. If either of the destinations of the 5-way call is a long distance call, you will be responsible for any toll charges for the duration of the conferenced call. Do-Not-Disturb When activated, this feature allows you to re-direct all incoming calls to your voice mail. Your phone will not ring while this feature is in use. How to use Last Call Return 1. Lift the handset 2. Press *04 3. Repeat to cancel When Do Not Disturb is enabled, you will hear Private... private after you have dialed *04 to let you know the feature is active You can activate or cancel Do-Not-Disturb via the Phone Control tab of My Home Phone portal. 11

14 Last Call Return Last call return allows you to retrieve the phone number of the last person who called. This feature can be used whether you answered the last call or it was missed. How to use Last Call Return 1. Press *69 2. The telephone number of the last call received will be announced 3. To return the call press 1 If the last caller s information was unknown or private, the Call Return will not work. Privacy Guard Privacy Guard forces the caller with masked or unavailable Caller ID to announce himself or enter a special 3-digit access number before you take this call. How to use Privacy Guard 1. Press *11 2. You will have an option to: Enable/Disable Privacy Guard Enter/change your Access Code (will apply to all callers) Hear the Access Code Add a number to the Selective Caller List Hear the Selective Caller List Remove a number from the Selective Caller List Caller with unknown Caller ID will be forced to either enter an Access Code or record his/her name before you take the call Privacy Guard is dependant on subscription to Call Display feature. 12

15 After hearing who is calling, you will have an option to: Take the call Send the caller a message that you are unavailable The person you are calling is unavailable at this time. Please try again later. After this, the call is terminated Send the caller a message that you do not accept sales calls: "Attention! Please add this person's name and telephone number to your Do Not Call list.the person you are calling does not accept phone solicitations." After this, the call is terminated Forward the call to Voice Mail Speed Dial Customers can create up to 100 personal 2-digit speed dial codes. The Speed Dial menu provides step-by-step instructions. To program/modify a Speed Dial Code: Lift the handset and dial *75 Follow the voice prompts To use a Speed Dial Code: Lift the handset and dial *3 Enter the desired 2-digit code Telemarketing Guard Telemarketing Guard is an easy to use feature that automatically identifies phone calls from frequent, mass telemarketers, and can block the call, send the call to voice mail, or allow the call to proceed depending on your preference. To turn Telemarketing Guard On or Off 1. Lift the handset. Dial *46 on your phone. Wait for the prompts before proceeding 2. Press 1 to turn the Telemarketing Guard system ON 3. Press 2 to turn the Telemarketing Guard system OFF Note:Telemarketing Guard default setting is ON 13

16 To change the Telemarketing Guard call screening options 1. Lift the handset. Dial *46 from your phone. Wait for the prompts before proceeding 2. Press 3 to change your call treatment options. 3. Press 1 to require all callers intercepted by the Telemarketing Guard to announce themselves to you after which you can accept to reject the call. 4. Press 2 to require telemarketers to verify they aren t a telemarketer in order to reach you without being announced. 5. Press 3 to send all intercepted calls straight to voic . Add a phone number to your Allowed Friends & Family list Note: For these numbers the caller will not be screened by Telemarketing Guard. There is no need to list all your family members in the Allowed Friends & Family list. Only phone numbers improperly intercepted as a telemarketer will be required to be listed as an allowed friend or family member. Not all calls will be intercepted by Telemarketing Guard, only those deemed to be a frequent, mass telemarketer. 1. Lift the handset. Dial *46 from your phone. Wait for the prompts before proceeding 2. Press 6 to report a number as a friend or family and add to your Allowed Friends and Family list. 3. Enter the 10 digit phone number 4. Press 1 to confirm or, 5. Press 2 to go back to re-enter the number. Add an inadvertently screened caller to the Allowed Friends & Family list 1. Once you have completed your call to your friends or family member, hang up. List the handset. Dial *44 from your phone. Wait for the prompts before procceding. 2. Press 2 if the caller was a friend or family member so they can bypass the Telemarketing Guard system next time they call. Add a phone number to your Denied Telemarketing list after receiving the unwanted call 1. Hang up from the unwanted call. Lift the handset. Dial *44 from your phone. Wait for the prompts before proceeding. 2. Press 1 to report the last caller as a telemarketer and block the number from calling you again. 14

17 Remove a phone number from your Allowed Friends & Family or Denied Telemarketing list. 1. Lift the handset. Dial *46 from your home phone. Wait for the prompts before proceeding 2. Press 5 to remove a phone number from corresponding list 3. Enter the 10 digit phone number 4. Press 1 to confirm or 5. Press 2 to go back to re-enter the number Voice Mail Voice Mail gives you more control over your phone service by providing a wide range of voice mail and call handling capabilities. It s like having your own personal answering service! Recording your greeting is quick and easy. Plus, there are no messy tapes to rewind or replace. Voice Mail ensures that your calls are not missed, even if you re on the phone. As soon as your line is free, a stutter dial tone lets you know there s a message waiting for you. If you have a phone with a Message Waiting Indicator, a light will flash to let you know you have a message waiting. Your voice mailbox gives you the ability to retrieve messages from any telephone. A password is used to ensure the privacy of all you messages. The Voice Mail service will also announce how many new and saved messages are currently in your mailbox. How to set up your voic 1. Dial *98 from your home phone 2. New messages will be played back immediately, if no new messages are present you will be greeted and taken into the main menu To request a password prompt upon entry of your voic box from your home phone please contact customer care. How to change your password 1. Access your voice mail 2. Press 7 from the main menu 3. Follow the voice prompts 15

18 How to record a personal greeting 4. Press 5 from the main menu 5. There are three scenarios for which a message needs to be recorded No Answer, Busy and Do Not Disturb 6. Select scenario and follow the prompts to begin recording 7. Once you have recorded your greeting, press the # key to accept your greeting and return to the main menu 8. Repeat 1-4 for each scenario How to retrieve messages from your home telephone 1. Dial *98 (and enter your password if one is set up) 2. New messages will be played immediately, if there are no new messages you will be notified and old messages will be played if there are no new messages you will be taken to the main menu Press # key to skip to the date and time of the call and the caller s number Press 7 to delete messages Press 9 to save messages Press * to end message play back and return to the previous menu 3. To listen to saved messages press 3 from the main menu options How to retrieve messages from another telephone 4. Dial you own telephone number 5. Press * key when the voice mail greeting answers your call 6. Enter your password followed by the # key 7. Follow the voice prompts to retrieve your messages or to use one of the many other voice mail features available Voice Messaging Quick Keys Press 1 to hear a message Press 1 to go back eight seconds while message is playing Press 11 to go back to the start of the message Press 3 to fast forward eight seconds 16

19 Press 33 to end the message Press 5 for the date and time of the call and the caller s number, if available Press 7 to delete the message Press 9 to save the message Press * to end message playback and return to previous menu Press # to skip messages Voice Mail Main Menu Options Press 1 to play inbox messages Press 2 to compose a message Press 3 to play saved messages Press 4 to play back your personal greeting Press 5 to record your personal greeting Press 6 to access your personal distribution list Press 7 to change your password Press * to exit the VM system You can also access your voice mail via the Voice Mail tab of My Home Phone portal. From there you can see if you have got a new voice mail, listen to it, delete or forward to an address.you can also setup new voice mail notification to be sent to your or pager. Anything connected to a phone line can affect the service or cause trouble when using other equipment on the same line. For example, a loose wire, the radio frequency of a cordless phone or a faulty extension cord can all lead to problems. Below are some of the most common troubles and troubleshooting steps to help you best address the problem you are experiencing. 17

20 Troubleshooting Your Service Primus Local Home Phone Plus No Dial Tone If you are experiencing no dial tone it is recommended you try the following before contacting Primus to report your service trouble, as anything connected to the telephone line can affect the service in this way. Make sure all phones are not off the hook. Try one of your telephones in another jack or at a neighbor s house If you are using cordless telephones, make sure the batteries are working and are fully charged. If you have an answering machine, fax, computer modem, alarm system or other device, make sure they are plugged in correctly. If there is still no dial tone; static or nothing at all, follow these steps: 1. Unplug all telephone equipment directly from the phone jacks (including ADSL filters, splitters, fax machines, internet modems, etc). 2. With all equipment unplugged, return 1 good corded basic telephone (this should not be a cordless phone) to a phone jack. 3.Check for dial tone. If dial tone has returned, begin adding the rest of your phone sets, continuing to check for dial tone each time you re-plug a piece of equipment. 4.If, after any replacement, dial tone is lost again, remove this from the telephone jack as this telephone set is most likely defective and has caused the trouble. You may want to have this phone set replaced or repaired. If after you have completed the above testing of your telephone equipment and jacks you still have no dial tone, the trouble is likely not equipment but rather with the network or inside home wiring. To determine the trouble is with Primus network or with the home inside wiring you will need to check the line at the demarcation point inside the network interface device (NID). 18

21 Troubleshooting Your Service Primus Local Home Phone Plus What is a network interface device (NID)? The NID defines the point where the customer becomes responsible for the telephone wiring operation and maintenance within the home and Primus is responsible for providing and maintaining service up to the point of the NID. The NID is important because it contains a demarcation jack that is accessible outside of the home (for which the providing telephone company is responsible for.) This jack can be used by both telephone technician and home resident to test the telephone line when it is believed to be out of order. If you are experiencing troubles with the telephone lines inside the home, the demarcation jack provides a way for the line holder to test the service at the NID by plugging a phone into the demarcation jack. If dial tone is present, the trouble is not with Primus, as service is being delivered to the network interface device. The problem is with the inside wiring of the home and is customer responsibility. Locating the NID and Demarcation Jack The NID is a gray or tan box secured to an outside wall of a house and usually located near utility meters. When opened there are 2 parts; the Telco side which is locked and not accessible, and the customer side which is open for testing. If telephone wiring was installed in the home prior to 1988, and inside telephone wiring has not since been updated, there will be no network interface device outside the home. Instead of a NID there will be a black or grey box inside your home, again near inside utility panels, this is referred to as a protector. If you trace the lines leaving this protector the first connection (within 1 meter) is your demarcation jack. For residents in an apartment or multi-.unit residence there will be no NID as the main telephone jack (location is usually first point of entry within the unit) serves as the demarcation jack. This main jack is usually clearly marked Demarcation or Verification. 19

22 Troubleshooting Your Service Primus Local Home Phone Plus Testing from the outside NID After locating the outside NID you will need a basic corded phone to test from the customer access side of the device. 1.Open the outside panel of the NID 2. Locate the demarcation jack connection this will look like a wall jack connection with a wire plugged in. Note: For each separate phone line installed in the house there will be a demarcation jack inside the NID with a line plugged into it. 3.remove the line from the demarcation jack this will disconnect service to the inside home wiring 4.plug in the corded phone 5.check for dial tone on the corded phone you have just plugged into the demarcation jack 6. replace connection the way you found it once you have completed testing If dial tone is found when you have connected the corded phone to the NID, this means that the internal wiring is at fault in the home. You should call a Telephone Installation & Repair Service If you don t have dial tone when you have connected a corded phone to the NID, you must call Primus to report the trouble and have service repaired. Static or Noise on Line Notice static or noise on your line? Before reporting a trouble you will first want to ensure that a telephone set or inside wiring is not causing the troubles. Note: Cordless telephone sets even when not in use can pick up interference. If the trouble is not occurring on a regular corded telephone this is likely an equipment related trouble. 20

23 Troubleshooting Your Service Primus Local Home Phone Plus Check all telephones one at a time (as one phone set or faulty jack may cause problems for all the phones that are connected) to try and isolate where the trouble is originating from. Try a new or borrowed telephone (preferably not cordless) Inspect all telephone keypads; look for sticky buttons, damaged cords or damage to the units. Cordless phone specific troubleshooting suggestions: Remove power and connection to the jack. Re-plug and try scanning for a clearer channel. (see owners manual) When talking move closer to the base Move the phone set base antenna to the full upright position. Always talk with a fully charged handset If the problem persists remove this telephone from the line and continue to use your line without this telephone plugged in. If the problem remains this phone set was not the trouble If you have DSL internet check that filters are installed properly To internally test for a defective telephone jack take a good working corded phone and test the connection on all jacks inside the home. If the static is not found on all jacks when tested individually the problem is likely with the inside wiring You can also test at the NID to determine if the static and noise is inside wiring related or trouble with the outside lines. (See testing from the outside NID) If the trouble exists the problem needs to be reported to your phone carrier. If the trouble doesn t the inside wiring is at fault. Can t Receive Calls from Specific Numbers Primus offers you 3 enhanced call filtering features. Telemarketing Guard, Call Screening and Privacy Guard all aid you in controlling unwanted calls in separate ways. One of these 3 features may have inadvertently blocked a specific number or while programming one of these features you may have mistakenly added a wrong number. You can check the call lists and make changes to any of these features by following the instructions to the feature found on the following pages, if the number is found you can remove it and allow the number to call through normally. If the problem persists please call 611 for further help. Telemarketing Guard instructions pg 13 Call Screening instructions pg 8 Privacy Guard instructions pg 12 21