Primary Contact Numbers. Customer Care EL.CARE.1 ( )

Transcription

1 Welcome to Earthlink Business Thank you for selecting us to provide your business communications. This guide is formatted to help you get the most from the Earthlink Business products you have selected. Please direct questions to your Earthlink Business Representative or use the Customer Care numbers found within this document. Primary Contact Numbers Customer Care EL.CARE.1 ( ) Operator Services The following operator services are available to you. Charges may vary by market and can be obtained from a Customer Care Representative by dialing EL.CARE.1 ( ). Key to Features o Directory Assistance o Directory Assistance Call Completion o Operator Services Automated Calls o Operator Services Station to Station and Person to Person o Busy Line Verification o Emergency Line Interruption with Busy Line Verification This symbol indicates feature activation and/or deactivation via phone. $ This symbol indicates a COST-PER-USE feature billed at current rates.

2 STANDARD FEATURES Know Who s Calling Caller ID Name and Number See the name and number of the person calling, so you have the option of answering the call or getting back to the caller at a more convenient time. Please note in some cases the person calling may block this information from being displayed. Outbound Caller ID Name and Number This is the information that is sent from One Communications to the caller ID unit on the terminating end of the call. The standard information sent is the company name and the billing telephone number (BTN). This feature has a 15-character limitation. Caller ID Blocking Allows you to prevent your name and number from being displayed on Caller ID on all calls or specific calls. o Block on all calls must be made within the CommPortal o Block on a per-call basis must be made via the phone If you select block on all calls through the CommPortal, you do have the ability to allow a per-call display of caller ID through the phone. Please note if a 911 call is made this preference will be overridden and Caller ID information will be sent. Prevents your name and number from being displayed on a Caller ID unit on a per call basis. Blocking will end once the call has been terminated. o Dial *67 and enter the number you wish to call If you have selected Caller ID Blocking through the CommPortal, then there is an option to display Caller ID on a per call basis. The display of Caller ID will end once the call has been terminated. Anonymous Call Rejection o Dial *82 and enter the number you wish to call This feature prevents callers who intentionally block their numbers from being displayed on a caller ID unit from getting through on your line. When a caller calls

3 your phone they will hear: the number you are calling does not accept restricted calls. This feature will stay active on all calls until it is deactivated. To activate Anonymous Call Rejection: o Dial *77 o Listen for the confirmation message To deactivate Anonymous Call Rejection: o Dial *87 o Listen for the confirmation message Per-Call Trace $ You can trace the most recent incoming call. This feature should only be used to trace harassment calls, as the call information will be released to law enforcement agency once you have filed a complaint. Call Customer Care at for more information on filing a formal complaint. To activate Per-Call Trace: o Hang up on the harassing caller o Lift receiver and listen for dial tone o Dial *57 o Listen for confirmation that Per-Call Trace activation was successful Never Miss a Call Call Forward Variable This features allows you to forward all calls to another number, even a mobile number, from your main phone. Combine this feature with Call Forwarding Remote Access for complete flexibility. To activate Call Forward Variable: o Dial *72 and enter the number where calls should be forwarded to o Once the line is answered, the feature is activated and you will hear a confirmation tone o If the line is busy or no answer, then repeat the steps above o NOTE: If you are a subscribed to a Premium seat you MUST activate this feature through the CommPortal Assistant. To deactivate Call Forward Variable: o Dial *73

4 Call Forward No Answer Forward calls to another number if the line isn t answered by specific amount of rings. To activate Call Forwarding No Answer: o Dial *92 and enter the number where calls should be forwarded to o You will receive two fast beeps to confirm that your calls are now forwarded To deactivate Call Forwarding No Answer: o Dial *93 Call Forward Busy Line If a caller gets a busy signal, then calls are sent to another line. To activate Call Forwarding Busy: o Dial *90 and enter the number where calls should be forwarded to o You will receive two fast beeps to confirm that your calls are now forwarded To deactivate Call Forwarding No Answer: o Dial *91 NOTE: You can have the same action occur if there is no answer or if your line is busy. Call Forwarding Remote Access This feature allows you to activate Call Forward Variable from any location. Your calls can follow you quickly and efficiently. To activate Call Forwarding Remote Access on a phone other than your desk phone: o Dial your Call Forwarding Remote Access Number o Dial your phone number that has the Remote Access feature (including area code) o Enter your Personal Identification Number (Call Customer Care at to obtain this number) o To Activate the Call Forwarding Behaviors Call Forward Variable o Dial *72 and enter the number where calls should be forwarded to Call Forward No Answer

5 o Dial *92 and enter the number where calls should be forwarded to Call Forward Busy (Basic Line Hunting) o Dial *90 and enter the number where calls should be forwarded to o You will hear a confirmation on the forwarding number entered and then press 1 to confirm To deactivate Call Forwarding Remote Access on a phone other than your desk phone: o Repeat all the steps listed above before entering the feature code o To Dectivate the Call Forwarding Behaviors Call Forward Variable o Dial *73 Call Forward No Answer o Dial *93 Call Forward Busy o Dial *91 o You will hear a confirmation that your Call Forwarding Remote Access has been deactivated Call Transfer Call Transfer is dependent upon your phone and its set-up. This is not a network-based application. Call Return (Automatic Recall) Couldn t get to the phone in time? This feature will give you the number, date and time of your last incoming call with an option to have it automatically dialed for you. To activate Call Return: o Dial *69 o A recording will give you the number, date and time of your last incoming call o Press 1 to automatically dial the number o If the line is busy, Call Return will alert you with a ring back when the line is free To deactivate Call Return: o Dial *89 o A recording will confirm the cancellation of Call Return Note: Call Return will continue trying to connect you for up to 30 minutes, and will alert you with a ring back if the line is free.

6 Note: Some customers may NOT have this feature available. Hunting / Multi Line Hunt Group (MLHG) Allows the Business Group Administrator to specify a sequence of numbers for calls to be forwarded to. If the line is busy when a call comes in, these numbers are called in sequence until one is not busy and can accept the call A line within a Hunt Group can exclude itself from being called using the Do Not Disturb subscriber call service Time-Saving Features Three-Way Calling Add a third party to the conversation while using only one phone line a great way to meet over the phone. To place a Three-Way Conference Call: o After placing or receiving a call, press the conf soft key o Listen for dial tone o Dial the second number o Press the conf soft key again to connect all three parties Abbreviated Dialing Provides quick dialing between your business locations just three to five digits to place a call Typically it is the last 3 to 5 digits of the users Direct Inward Dial number To utilize Abbreviated Dialing: o Dial the abbreviated digits of the telephone number Please note Earthlink Business utilizes permissive dialing, which means that there is no requirement to dial 9 before the digit string when dialing outside our your business Speed Dialing (8) Call your eight most frequently dialed numbers faster with just a one-digit code To program or change a Speed Dial number: o Dial *74 o Listen for dial tone o Dial a one-digit code (2 through 9) of your choice o Dial the phone number you wish to store

7 o Listen for a confirmation tone To use Speed Dial: o Get dial tone o Enter your one-digit code o Press # Enhanced Speed Dialing (30) Two digits that s all you need to dial and call up to 30 numbers To program or change a Speed Dial number: o Dial *75 o Listen for dial tone o Dial a two-digit code (20 through 49) of your choice o Dial the phone number you wish to store o Listen for a confirmation tone To use Speed Dial: o Get dial tone o Enter your two-digit code o Press # Additional CommPortal Features Find Me Follow Me Reminder Call Call Barring Account Codes