FiOS Digital Voice User Guide

FiOS Digital Voice User Guide
FiOS Digital Voice User Guide
®
Your guide to manage Voicemail and settings from your
Phone, Mobile App, Internet or TV.
Table of Contents
1 | Welcome to FiOS Digital Voice
1.1 Important 911 Information ..................................................................................................... 4
1.2 Out of Service Back-up Phone Number.............................................................................. 4
2 | FiOS Digital Voice Features Management
2.1 From the Web .....................................................................................................................................................5
2.2 From Your FiOS TV ....................................................................................................................... 6
2.3 From Your Smartphone or Tablet ........................................................................................................ 7
3 | Making Calls from Your FiOS Digital Voice Phone Line
Making Calls from Your
FiOS Digital Voice Phone Line ............................................................................................................ 8
4 | Managing Your FiOS Digital Voice Features
4.1
4.2
4.3
4.4
4.5
4.6
Call Forwarding .......................................................................................................................... 11
Recent Calls Log ......................................................................................................................... 13
Call Notification .......................................................................................................................... 15
Call Return .................................................................................................................................... 16
Call Waiting .................................................................................................................................. 16
Caller ID .......................................................................................................................................... 17
Caller ID on TV … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … … . . 18
Caller ID Block............................................................................................................................. 18
4.7
Do Not Disturb ............................................................................................................................ 20
4.8
Incoming Call Block/Anonymous Call Rejection........................................................ 22
4.9
4.10
4.11
4.12
4.13
Locate Me ...................................................................................................................................... 24
Simultaneous Ring .................................................................................................................... 25
Speed Dial ..................................................................................................................................... 26
Three-Way Calling ..................................................................................................................... 27
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5 | Voicemail
5.1
5.2
5.3
5.4
5.5
5.6
5.7
Set Up Your Voicemail .............................................................................................................. 28
Individual Voicemail Boxes .................................................................................................. 29
Retrieving Your Voicemail Messages ................................................................................ 33
Changing Your Greeting .......................................................................................................... 34
Caller Invitation.......................................................................................................................... 34
Changing Your Voicemail Passcode ................................................................................... 35
Other Mailbox Options ............................................................................................................ 36
Language Options………………………………………………………………………………. 36
Message Preferences ……………………………………………………………………………………………………36
Messaging with Other Users on Your Account ………………………………………………………37
Notification Options ……………………………………………………………………………………………………...38
Ring Count Change ……………………………………………….……………………………………………………….39
Voicemail Screening ………………………………………………………………………………………………………40
Wake Up Call and Reminder Messages ……………………………………………………………………41
6 | More FiOS Digital Voice Options
6.1
6.2
6.3
6.4
6.5
6.6
Frontier Pages Business Search ......................................................................................... 42
Contacts.......................................................................................................................................... 43
Time Zones ................................................................................................................................... 43
Back-up Number ........................................................................................................................ 44
International Call Block .......................................................................................................... 44
Fax Capability .............................................................................................................................. 44
Appendix A—Frequently Asked Questions................................................................................................45
Appendix B—Voicemail Menu Maps (California, Texas and Florida users) ................................. 48
Appendix C—Voicemail Menu Maps (Washington, Oregon and Indiana users) 50
Appendix D—Telephone Star Code Reference Chart .............................................................................51
Appendix E—Feature Access Summary ......................................................................................................52
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1 | Welcome to FiOS Digital Voice
Congratulations! You are about to experience an exciting new generation of voice
technology. Your new FiOS Digital Voice service comes with many
easy-to-use features that can be managed by phone, via the Internet, using a mobile
device and from your FiOS TV. You can turn on features like Call Forwarding and Do
Not Disturb, set up Voicemail notification by email or text message, listen to your
Voicemail messages, and review call logs.
To get started, read this guide carefully so you’ll be able to get the most out of all the
new and exciting features of your FiOS Digital Voice service. Once you set up your
Voicemail, check out your FiOS Digital Voice Web Portal from any Internet connection
at www.frontier.com. Log in using your Frontier ID and password. If you do not have a
Frontier ID, you will be able to create one.
We hope you enjoy exploring your new phone service.
1.1 Important 911 Information
As a reminder, in the case of an electrical outage, the Battery Back-up Unit (BBU) will
power your basic FiOS Digital Voice services, including 911 dialing, for up to eight
hours if a fully-charged battery is inserted in the unit. If the battery is exhausted or
there is no battery present, the voice service will not function for any purpose. In the
welcome kit provided by the technician during installation, you will find stickers
with this information. We strongly recommend you apply them to your phones so all
users are aware of this possible limitation.
Note: It is your responsibility to provide electrical power necessary for your voice
service to function . To accommodate possible power outages, Frontier offers battery
back-up options .
1.2 Out-of-Service Back-up Phone Number
FiOS Digital Voice allows you to choose a number where your calls can be forwarded
in the case of an outage (e.g., an area-wide outage or you’ve lost power and do not
have battery back-up). Once service has been restored, the forwarding will
automatically be stopped.
Back-up numbers can be set up using your FiOS Digital Voice Web Portal under
Account Settings. Refer to Section 6.4.
Note: If you have enabled Call Forwarding Selective or Call Forwarding, the
numbers you have set for Call Forwarding will override the Back-Up Number . If you
have Voicemail activated to take your calls or have Simultaneous Ring or Locate Me
enabled, your call will go to your specified Back-Up Number.
4
2 | FiOS Digital Voice Features Management
You can manage your features anywhere, anytime. Experience a whole new level of
control over your voice communications from your computer, FiOS TV or mobile
device.
• Turn on Do Not Disturb while you watch Video on Demand on FiOS TV using yoursettop box remote control!
• Share Voicemail by forwarding as an email attachment!
• Turn Call Forwarding or Simultaneous Ring on/off from your mobile device!
Changes made on the Web Portal online will be reflected on your FiOS TV
applications and vice versa.
2.1 From the Web
Your Web Portal can be used to access and control your Call Log and Calling Features,
Voicemail and Voicemail Features and more:
• View the Call Log (Call Back using
your FiOS Digital Voice line, Block,
*Delete, add to Contacts)
• Simultaneous Ring (Turn on/off
and change settings)
• Call Block (Turn on/off and change
settings)
• View Voicemails (Play messages, Call
Back using your FiOS Digital Voice line,
Block, Delete and more)
• Contacts
• Business Search using
Frontier Pages
• Call Forwarding (Turn on/off and change
settings)
• Do Not Disturb (Turn on/off and
change settings)
*Available in California, Texas and Florida only.
You can access your Web Portal from any computer with a broadband
Internet connection that supports Internet Explorer 11 (or higher), or a recent version
of the Chrome, Firefox or Safari browsers. However, you must first register your
account and set up a Frontier ID comprising an email address and password. If you
have not yet established a Frontier ID or have forgotten it, simply go to Frontier.com
and click on Create a Frontier ID to begin the registration process or retrieve your
credentials.
5
Frontier.com Sign In/Register Page
For all of the Web Portal instructions in this document, you must first access
your FiOS Digital Voice Web Portal as follows:
1. Login to your account on www.Frontier.com using your Frontier ID.
2. Under My Services, click on FiOS Digital Voice.
3. The FiOS Digital Voice Summary Page will display. From here, you can view your calls
and Voicemails and manage the various settings associated with your FiOS Digital
Voice service.
FiOS Digital Voice Web Portal Summary Page
2.2 From Your FiOS TV
To access your FiOS Digital Voice
service on your TV:
1. From the Main Menu, arrow to FiOS
Digital Voice and click OK.
2. You can now access your Call Log,
Voicemails and some Calling
Features using your remote control.
6
• View the Call Log (Call Back
using your FiOS Digital Voice line,
Block *Delete)
• View Voicemails (Play, Call Back
using your FiOS Digital Voice line,
Block, and Delete)
• Call Forwarding (Turn on/off and
change settings)
• Simultaneous Ring (Turn on/off and change settings)
• Do Not Disturb (Turn on/off and change settings)
• Incoming Call Block (Turn on/off and change settings)
See each individual feature section in this document for step-by-step
instructions for accessing features from your TV.
*Available in California, Texas and Florida only.
2.3 From Your Smartphone or Tablet
If you have an Android or Apple smartphone or tablet, you can download the app
through your app store. With the app, you can access the same features as FiOS TV:
• View the Call Log (Call/Text Back using your mobile service carrier, Block,
Delete)
• View Voicemail messages (Play messages, Call/Text Back using your mobile service
carrier, Block, Delete)
• Call Forwarding (Turn on/off and change settings)
• Do Not Disturb (Turn on/off and change settings)
• Simultaneous Ring (Turn on/off and change settings)
• Incoming Call Block (Turn on/off and change settings)
Smartphone
Tablet
7
3 | Making Calls from Your FiOS Digital
Voice Phone Line
The FiOS Digital Voice Unlimited Plan offers unlimited domestic calling. International calls
do incur a charge.
Phone
Domestic Calls and Calls to
Canada
For calls to locations in the
U.S., U.S. territories, Puerto
Rico and Canada, dial the 3digit area code + the 7-digit
phone number. There is no
need to dial a “1” before the
area code.
International Calls
For calls to most
international locations,
dial 011 + country
code + city code (if
applicable) + phone
number. Information on
international calling can be
found on your FiOS Digital
Voice Web Portal.
Collect Calls
You can make collect or
third number billed calls
from your FiOS Digital
Voice line, but cannot
receive them.
Blocked Numbers
You cannot make 0+, 00,
01, 500, 10-10XXX, 700,
900, 950, 976 calls from
your FiOS Digital Voice line;
however, you can receive
them.
Special Numbers
You may dial any of the
following numbers from
your FiOS Digital Voice
phone line*:
• 211—community services
• 311—non-emergency
local municipal services
Web Portal
TV
To place a call using the Recent
To call someone from
Calls Log:
your Recent Calls log:
1. Access your
1. Using your FiOS TV setFiOS Digital Voice Web
top box remote, select
Portal.
FiOS Digital Voice
2. Click the Recent Calls
from the Menu and click
button to open the log of
OK to launch.
calls. The icon next
2.
Select Recent Calls.
to each call indicates the
type of call:
3. Select the person you
would like to call by
using the up
and
Missed Calls
down
arrows on
your remote control
Received Calls
and press OK.
Dialed Calls
4. Use the down arrow
to select Call Back
and press OK.
3. Click on the name or
telephone number of the
person you would like to
call from the Recent Calls
log.
5. The system will dial
the number and ring
your phone.
4. A pop-up window will
appear. Select Call Back
from the menu.
6. Pick up your phone and
you will be connected to
the called party.
5. Your phone line will
ring once the call is placed.
Pick up your phone and
wait for the person on the
other
end to pick up.
To place a call using your
Contacts list:
1. Access your
FiOS Digital Voice Web
Portal.
2. Select Contacts from
the left navigation
menu.
3. Use the alphabet tabs
(A…Z) above the list
to quickly
8
Phone
• 511—travel and road
weather information
• 411—Directory
Assistance
• 711—telecommunications
relay service
• 811—“call before you dig”
service for public utilities
• 911—emergency services
*Availability and types of services
mayvary by location.
Web Portal
find the name of the
person you would like to
call.
4. Click on the name and
select Call from the dropdown menu.
5. Your phone will ring once
the call is placed. Pick up
your handset and wait for
the person on the other
end to
pick up.
To place a call from your Web
Portal icon:
1. Access your
FiOS Digital Voice Web
Portal.
2. Click the Place a Call
icon.
3. You can:
• manually enter a
number,
• search your Contacts by
name to select a number,
or
• select a recently called
number using the
drop-down menu
4. Once the number is
entered, click Call.
5. Your FiOS Digital Voice
phone line will ring
once the call is placed.
6. Pick up your handset and
wait for the person on
the other end to pick up.
Note: If the number you are
attempting to dial is busy,
you will hear a busy tone.
9
TV
Phone
Web Portal
International Rates and Country
Codes:
1. Access your
FiOS Digital Voice Web
Portal.
2. Select the Settings
link on the left side of the
screen.
3. Select the Account
Settings link.
4. Under Extras, select
the link for
Frontier International
Calling Rates.
To Block International calls on
your FiOS Digital Voice line(s):
1. Access your
FiOS Digital Voice Web
Portal.
2. Select the Settings link
on the left side of the
screen.
3. Select the Account
Settings link.
4. Select the link for
International Call
Block.
5. Check the number(s) on
which you
would like to block
international calls.
6. Click Save.
10
TV
4 | Managing Your FiOS Digital
Voice Features
4.1 Call Forwarding
You can forward your calls to any number you wish. When Call Forwarding is turned
on, you will not receive calls at your home number until you turn the feature off. This
feature will always override any other forwarding option (e.g., Call Forwarding to
Voicemail when your line is busy or you do not answer).
Calls forwarded to international numbers may incur per minute rates depending on
your calling plan. To learn how to check rates for international calls, please go to your
FiOS Digital Voice Web Portal.
When you turn Call Forwarding on or off using one of the options below, it will
change any setting previously set using any of the other options.
Phone
To set up Call
Forwarding:
1. Pick up handset.
2. Dial *72.
3. Wait for second dial
tone.
4. Enter the destination
telephone number.
Web Portal
To set up Call
Forwarding:
1. Access your
FiOS Digital Voice Web
Portal.
2. Select the Settings link
on the left side of the
screen.
3. Click the Call
5. You will hear a confirmation Settings tab.
tone when Call Forwarding 4. Click on Call
has been enabled.
Forwarding.
To cancel Call Forwarding from 5. In the box next to
your phone:
forward my incoming
1. Pick up handset.
calls to, enter a
destination telephone
2. Dial *73.
number.
3. You will hear a confirmation
tone when Call Forwarding 6. Click a button to:
• Forward all my calls, or
has been disabled.
• Forward calls only from
selected numbers. You can
add up to 10 numbers
manually or from
your Contacts.
11
TV
To set up Call
Forwarding:
1. Using your FiOS TV set- top
box remote, select FiOS
Digital Voice
from the
Menu and click OK
to launch.
2. Use the down
arrow
to select Call
Settings and click OK.
3. Select Call Forwarding
and click OK.
4. Using the number pad
on your remote control,
enter the destination
telephone number and
click OK.
5. Click OK to save.
Note: Telephone numbers
on your Web Portal
Selected Numbers list can
not be accessed from your
TV.
Phone
Web Portal
TV
• Click Turn on Call
Forwarding.
To turn off Call Forwarding or
to change settings:
1. Using your FiOS TV set- top
• Click OK.
box remote, select FiOS
To turn off Call Forwarding or
Digital Voice from the Menu
to change settings:
and click OK
1. Access your
to launch.
FiOS Digital Voice
2. Use the down arrow
Web Portal.
to select Call Settings
2. Select the Settings link
and click OK.
on the left side of the
3. Select Call Forwarding
screen.
and click OK.
3. Click the Call
4. Arrow down to Turn Off
Settings tab.
and click OK.
4. Click on Call
5. Click OK again.
Forwarding.
5. Click on:
• Turn off Call
Forwarding and
click OK, or
• Click Change to change
the forward to number,
or to change the
forward all calls or
forward calls from
selected numbers
setting.
6. Click Update to save
your changes.
12
6. To change the Call
Forwarding number,
a. Use the
button to
delete the old
number.
b. Enter the
new number.
c. Arrow down to Turn On
and click OK.
d. Click OK again.
Otherwise, click the
Back button to return
to the Settings screen.
4.2 Recent Calls Log
You can see a snapshot of your most recent calls on your Web Portal or FiOS TV. The
log includes incoming and outgoing calls, missed calls, and calls that went to
Voicemail.
Web Portal
TV
To view your Recent Calls log:
1. Access your FiOS Digital Voice
Web Portal.
To view your Recent Calls log:
1. Using your set-top box remote, from the
Main Menu on your FiOS TV, select FiOS
Digital Voice and press OK to launch.
2. Click the Recent Calls button to
open the log of calls.
2. Use the down arrow
Recent Calls.
3. Your call log will be displayed with
the last 100 incoming and outgoing
calls. Each listing has the caller’s name
(if available), number, and date/time of
call.
to select
3. Your most recent incoming and outgoing
calls are displayed. You
can press the C button on your remote
control to refresh the Recent Calls log.
4. You can view the list of all calls showing
missed, received, or dialed,
or just a list of Missed calls by clicking the
The icon next to each call indicates the type
desired link at the top of the log.
of call:
To call someone from your Call Log:
1. Click anywhere on the row of the log for
Missed Calls
the Contact you would like to call.
2. A pop-up window will appear. Select
Call Back from the menu.
Received Calls
3. Your phone line will ring once the call
is placed.
Dialed Calls
4. Use the Back or Left arrow
on
your remote control to return to the
FiOS Digital Voice Menu.
4. Pick up your FiOS Digital Voice
handset and wait for the person on
the other end to pick up.
To call someone from your Recent Calls
log:
1. From the Recent Calls log screen, select
the person you would like to call using
the arrows
and
on your
remote control and press OK.
Note: If the number you are
attempting to dial is busy, you will
hear a busy tone.
To add a number from your Call Log to your
Contacts:
1. Click anywhere on the row of the log for
the Contact you would like to save.
2. Arrow down to select Call Back
and click OK.
2. Select Add to Contact from the
drop-down menu.
3. Enter the contact’s name information and
select the phone number type from the
drop-down list.
3. The system will automatically dial the
number and ring your phone. Pick up
your phone and you will be connected
to the called party.
13
Web Portal
TV
To delete selected calls from your Recent
Calls log:
1. From the Recent Calls log screen, select
the call you would like to
2. Select Recent Calls.
delete from the log using the
and
3. Click on the name/telephone number you
arrows on your remote control and
would like to block.
press OK.
To block a caller from your Call Log:
1. Access your FiOS Digital Voice
Web Portal.
4. Click on Block Caller in the
drop-down list.
2. Arrow down to Delete and
press OK.
5. You will receive a
confirmation message.
3. You will receive a confirmation
message. Arrow down to Delete
again, press OK, and the call
is deleted.
6. Click the Block button.
To delete all calls from your Recent Calls
log:
1. From the Recent Calls log screen,
press the Options
button using
your remote control.
2. Arrow down to Delete All and
press OK.
3. You will receive a confirmation
message. Arrow down to Delete
again, press OK, and the call
is deleted.
To block a caller from your Call Log:
1. From the Recent Calls log screen, select
the call you would like to delete from
the log using the arrows
and
on your remote control and
press OK.
2. Arrow down to Block Caller and
click OK.
3. You will receive a confirmation message.
Arrow down to Block and click OK.
14
4.3 Call Notification—*Available in California, Texas and Florida only.
You can be notified by email if you get a call from a specified number. The notifications will
be sent even if you do not answer the call.
This feature can only be managed from your Web Portal at
www.Frontier.com.
Web Portal
To set up Call Notification:
1. Access your FiOS Digital Voice Web Portal.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. Click on Call Notification.
5. Enter the email address where you would like to be notified in the email address
box.
6. Select
• Notify for ALL my Calls or
• Notify calls only from SELECTED numbers. Then enter up to 10
phone numbers.
7. Click Turn On Call Notification and click OK.
To turn off Call Notification or to change settings:
1. Access your FiOS Digital Voice Web Portal.
2. Select Settings from the menu.
3. Click on Call Notification.
4. Click
• Turn Off Call Notification and click OK, or
• Click Change to change your email address, or to change all calls/calls only from
certain numbers setting. Click Update.
To add a number to your notification list from your Call Logs:
1. Access your FiOS Digital Voice Web Portal.
2. Select Recent Calls.
3. Click on the number or name you would like to add.
4. Click on Call Notification.
5. Enter the email address to which you want to receive notification.
6. Click Notify.
15
4.4 Call Return
Call Return allows you to easily call back the last party who called without dialing
the number, even if you answered the call.
Phone
To activate Call Return:
1. Lift the handset and listen for dial tone.
2. Dial *69 and wait for the phone to ring to be connected to your last inbound
caller.
4.5 Call Waiting
When you are already on a call and someone tries to call you, you will hear a Call
Waiting tone. The person calling hears ringing until you answer, and
the original caller doesn’t even know you are receiving a second call. You can either
answer the new call or let it go to Voicemail. You can also temporarily disable the
feature prior to making a call or turn the feature off completely.
Phone
Web Portal
To accept a second call:
1. Put the first caller on hold and answer the
second call by clicking and releasing the
flash or hang-up button.
2. Return to the first call and put the
second call on hold by clicking and
releasing the flash or hang-up button
again.
Not available
3. You can alternate between calls as
often as you like.
To temporarily disable Call Waiting (if
you do not want to be disturbed during a
specific call):
1. Lift the handset and listen for
dial tone.
2. Dial *70.
Not available
3. Listen for a confirmation
announcement followed by a dial
tone, then dial the number you
want to call.
4. When you hang up from your call,
Call Waiting returns to your phone
automatically.
16
Phone
Web Portal
To disable Call Waiting for an extended period: To disable Call Waiting for an extended period:
*Available in California, Texas and Florida only.
*Available in California, Texas, and Florida only.
1. Access your FiOS Digital Voice
Lift the handset and listen for dial tone; then
Web Portal.
dial *44. This disables the Call Waiting
2. Select Settings from the menu.
feature until you reactivate it.
3. Click the Call Settings tab.
To reestablish Call Waiting:
4. Click on Call Waiting.
Lift the handset and listen for dial tone;
then dial *43. You will be able to hear the
5. Click Turn Off Call Waiting and then OK.
Call Waiting tone when you receive calls.
This disables the Call Waiting feature
until you reactivate it.
To reestablish Call Waiting:
1. Access your FiOS Digital Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. Click on Call Waiting.
5. Click Turn On Call Waiting and then OK.
This enables the feature until you
disable it.
4.6 Caller ID
Caller ID is included in FiOS Digital Voice and allows you to:
• See the name and phone number of an incoming call on your phone or Caller ID
device and your FiOS TV when enabled. Caller ID will display either the number or
both the name and number of most callers. Some calls may be shown as “Unknown
Caller,” “Private,” or “Anonymous”. Caller ID will also display the name and number of
a second caller when you have Call Waiting activated.
• Send your name and number when you place calls.
Notes:
• Some names and numbers that are displayed cannot be called back because
they do not accept incoming calls.
• Your phone or device must be equipped to use this feature.
17
Caller ID on TV
Alerts will display while you are watching live and recorded shows, looking at the
guide and playing games.
TV
To activate Caller ID on your FiOS TV:
1. Using your FiOS TV set-top box remote, press the Menu button.
2. Arrow to Settings and press OK.
3. Arrow to System.
4. Arrow to Notifications.
5. Arrow to Caller ID.
6. Arrowto Check Availability and press OK.
7. A message will confirm that Caller ID is available. It can take up to 24 hours to
activate.
Note: Caller ID on TV cannot be enabled for about 24 hours after your FiOS Digital Voice
order completes . You will receive a message on the screen to check back later if you
recently ordered service.
Customizing your Caller ID on TV:
From the Caller ID menu, you can:
• Choose how long alerts display (2, 5, 10 or 15 seconds)
• Where alerts display (top left, bottom left or bottom right)
To stop/disable the display of Caller ID on your TV:
1. Using your FiOS TV set-top box remote, press the Menu button.
2. Arrow to Settings and press OK.
3. Arrow to System.
4. Arrow to Notifications.
5. Arrow to Caller ID.
6. Arrow to Alert Display.
7. Select Disable and press OK to stop the display of Caller ID on your TV.
4.7 Caller ID Block
Caller ID Block allows you to block your telephone number from being displayed on
the phone or Caller ID device of the person you are calling on a per-call basis or for all
calls.
Note: Remember that the person you are calling may not accept unidentified calls .
18
Phone
Web Portal
To use Outgoing Caller ID Block for one call:
1. Lift the handset and listen for
dial tone.
2. Dial *67 and wait for the
confirmation tone.
3. Dial the number of the person you are
calling.
Not available
4. Your Caller ID will be blocked to the
person you are calling.
5. After the call is completed, Caller
ID will resume displaying on calls
you make.
To turn on Outgoing Caller ID Block for all
calls you make:
1. Access your FiOS Digital Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. Click on Outgoing Caller ID Block.
5. Click Turn On Outgoing Caller ID
Block and then OK.
6. Caller ID information will no longer be
sent with your calls until you
reactivate it.
To remove Outgoing Caller ID Block for all
calls you make:
1. Access your FiOS Digital Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. Click on Outgoing Caller ID Block.
5. Click Turn Off Outgoing Caller ID
Block, then click OK.
6. Caller ID information will now be sent
with your calls.
19
Phone
Web Portal
To cancel your Outgoing Caller ID Block on a
per-call basis (allows your Caller ID
information to temporarily display on the
person’s device you are calling):
1. Lift the handset and listen for
dial tone.
2. Dial *82 and wait for the
confirmation tone.
Not available
3. Dial the number.
4. Your Caller ID information will display on
the called party’s device.
5. After the call is completed, Caller ID
Block returns to its previous state, and
your Caller ID information will not
display on calls you make.
4.8 Do Not Disturb
When you have the Do Not Disturb feature activated, you will not receive any calls on
your phone. You can choose to send all callers directly to Voicemail or to a prerecorded
system greeting, “The party you are trying to reach is not accepting calls at this time.”
If you choose the prerecorded option, you can create a list of up to 10 exceptions
whose calls you would like to accept.
Phone
To set up Do Not Disturb:
1. Pick up handset.
2. Dial *78.
3. You will hear a
confirmation when
Do Not Disturb has
been enabled.
4. If you have Voicemail,
calls will immediately
forward to your mailbox.
If you do not have
Voicemail, callers will
hear a busy signal.
*Washington, Oregon, Indiana
will hear a message, “person you
called does not have Voice mail”
Web Portal
To set up Do Not Disturb:
1. Access your
FiOS Digital Voice
Web Portal
2. Select Settings from the
menu.
3. Click the Call
Settings tab.
4. Click on
Do Not Disturb.
5. Click on a button to
a. Forward ALL Calls to
Voicemail.
b. Play the system
Do Not Disturb
greeting.
20
TV
To set up Do Not Disturb:
1. Using your FiOS TV set- top
box remote, select FiOS
Digital Voice from the Menu
and click OK to launch.
2. Use the down arrow to
select Call Settings and
click OK.
3. Use the down arrow to
select Do Not Disturb and
click OK.
Phone
To cancel Do Not Disturb:
1. Pick up your handset.
2. Dial *79.
3. You will hear a
confirmation when
Do Not Disturb has
been disabled.
Web Portal
6. You can create a list of
up to 10 exceptions
whose calls you would
like to accept.
7. Click on Turn On Do
Not Disturb and click
OK.
TV
4. Use the down arrow to
select one of the
following and click OK
to check the box:
• Forward All Calls to
Voicemail, or
• Play the System Do Not
Disturb Greeting
To turn off
Do Not Disturb:
1. Access your
FiOS Digital Voice
Web Portal
5. Use the down arrow to
select Turn On and click
OK.
2. Select Settings from the
menu.
6. Arrow down and
click OK.
3. Click the Call
Settings tab.
4. Click on
Do Not Disturb.
5. Click on
• Turn Off Do Not Disturb
and click OK, or
• Change to change the
forward to Voicemail or
play the System Greeting
setting. Click on Update.
Notes for California, Texas, and Florida:
• If you enable Do Not Disturb using *78, you cannot disable or change options using
your Web Portal or from your FiOS TV . If you enable this feature online or from
your TV, you cannot turn it off using *79 . Also, when you enable Do Not Disturb
using *78 and don’t have Voicemail, callers will hear a busy signal.
• The Do Not Disturb and Simultaneous Ring features are turned off when
you first start your FiOS Digital Voice service . You may turn on either feature .
However, both features cannot be active at the same time . If one feature is on and
you attempt to turn on the other, you will be notified that the first feature will be
turned off.
21
4.9 Incoming Call Block/Anonymous Call Rejection
Incoming Call Block allows you to reject calls from parties who have blocked their
calling information (also known as Anonymous Call Rejection). You can also block
calls from up to 100 specific telephone numbers.
Phone
To set up Anonymous
Call Rejection:
Dial *77 to activate
To cancel Anonymous
Call Rejection:
Dial *87 to disable
Web Portal
To set up Incoming
Call Block:
1. Access your
FiOS Digital Voice
Web Portal.
2. Select Settings from the
menu.
3. Click the Call
Note: Blocking calls from
Settings tab.
specific telephone
4.
Click on Incoming
numbers cannot be done on
Call Block.
your phone but can be done
online or on your TV.
5. Click on either or
both options
• Reject All
Anonymous/
Private Calls,
• Reject calls from Selected
numbers. You can reject
calls from up to 100
numbers by entering a
number in the Phone
Number box and clicking
Add. The number will be
added to the list.
To cancel Incoming Call
Block or change the block
list:
1. Select Settings from the
menu.
2. Click the Call
Settings tab.
3. Click on Incoming
Call Block.
4. Click on either or
both options
• Reject All
Anonymous/
Private Calls,
22
TV
To set up Incoming
Call Block:
1. Using your FiOS TV settop box remote, select
FiOS Digital Voice from
the Menu and click OK to
launch.
2. Use the down arrow to
select Call Settings.
3. Select Incoming Call
Block and click OK.
4. You can select either or
both:
• Reject ALL
Anonymous/Private
Calls and click on OK
to check the box, or
• To block specific
numbers, select Reject
Calls from SPECIFIC
Numbers, and click OK.
Then select Manage Block
Caller List. Add the 10digit number(s) you want
to block.
5. Click OK to save.
(Numbers added on
your Web Portal will
also be displayed in the
list .)
To cancel or change
Incoming Call Block:
1. If you are using both All
Anonymous Calls and
Blocked Caller List and
want to cancel only one of
the blocks, uncheck the
block to be turned off.
Phone
Web Portal
• Reject calls from
Selected numbers.
5. Enter new numbers to
block or delete
existing numbers from
the Block Call Number
list. Click Update to
confirm your changes.
You can also add a
number from your
Call Logs:
1. Click on to
Recent Calls.
2. Locate the number you
would like to block and
click on it.
3. Click Block Caller in
the drop-down box.
Then click Block.
4. The
icon will appear
next to the phone
number in the Recent
Calls log indicating that
the number is now
blocked.
23
TV
2. To remove a telephone
number from the list, use
the arrow keys to select
the number you want to
delete, then click OK.
3. Add the 10-digit number
you want to block and
click OK. Use the key to
delete numbers from the
entry field.
4. Use the back arrow to
return to the
Incoming Block screen.
5. Arrow to Save
Incoming Call Block
and click OK.
4.10 Locate Me
This feature allows incoming calls to ring up to three numbers in sequence. When
activated, the system automatically tries to reach you at the first number on the list
whenever an incoming call arrives. If you do not answer the first number, the system
will try the next number. If you have Voicemail and the system is unable to locate you
at any of the specified numbers, the call will be transferred to your mailbox.
Web Portal
To set up Locate Me:
1. Access your FiOS Digital Voice Web Portal.
2. Select Settings from the menu.
3. Click Call Settings.
4. Click the
icon next to Locate Me.
5. Enter up to three phone numbers. Then click on the down arrow, to specify the
Number of Rings for each number.
6. Click Turn On Locate Me.
To turn off Locate Me or change Forwarding Numbers:
1. Access your FiOS Digital Voice Web Portal.
2. Select Settings from the menu.
3. Click Call Settings.
4. Click the
icon next to Locate Me.
5. Click
• Turn Off Locate Me Or,
• To delete a number from the sequence, highlight the complete number and press
delete on your keyboard. Click Save to save your changes. Or,
• To add a number, enter the number in the desired field. Select the desired number
of rings from the drop-down menu.
Click Update to save your changes.
24
4.11 Simultaneous Ring
When you activate Simultaneous Ring, any incoming call you receive will automatically
ring up to three unique phone numbers at the same time. For example, you could ring
your cell, work and a friend’s line all at the same time. The first phone answered
connects the call.
Note: The Do Not Disturb and Simultaneous Ring features are turned
off when you first start your FiOS Digital Voice service . You may turn on either
feature .
Web Portal
TV
To set up Simultaneous Ring:
To set up Simultaneous Ring:
1. Access your FiOS Digital Voice Web
Portal Select.
1. Using your FiOS TV set-top box
remote, select “FiOS Digital Voice”
from the Menu and click OK
to launch.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. Click the
icon next to
Simultaneous Ring.
5. Enter up to three numbers you would
like to ring when you receive a call at
home.
6. Click Turn On Simultaneous Ring.
To turn off Simultaneous Ring or to
change numbers:
1. Access your FiOS Digital Voice
Web Portal.
2. Select Settings from the menu.
2. Use the down arrow
select Settings.
to
3. Select Simultaneous Ring and click
OK.
4. Using the number pad on your remote
control, enter up to three telephone
numbers (use the down arrow to
move
to the next number). To
clear a number, use the
key.
5. After all numbers are entered, use the
down arrow
to select Turn On
and click OK.
3. Click the
icon next to
Simultaneous Ring.
4. Click on
• Turn Off Simultaneous Ring. Or,
• Change to add/remove a number. Click
Update to save your changes.
25
4.12 Speed Dial
Speed Dial lets you make calls faster by dialing a two-digit code for frequently called
numbers. California, Texas, and Florida customers can store up to 100 numbers.
Phone
To add or change a number on your Speed Dial list:
1. Lift the receiver and listen for dial tone.
2. Dial *75. (*74 if you are in Washington, Oregon, or Indiana). You will hear three quick
beeps and a second dial tone.
3. For domestic and Canadian numbers, enter the two-digit Speed Dial number you want
to use (00-99) + the 10-digit number, followed by #.
4. For most international numbers, enter the two-digit Speed Dial number you want to use
(00-99) + 011+ the country code + the city code (if applicable) + the phone number,
followed by #.
5. To change a Speed Dial number, simply repeat the process above.
To make a call using the Speed Dial feature:
1. Lift the receiver and listen for dial tone.
2. For California, Texas and Florida dial # + the two-digit Speed Dial number (00-99),
OR for Washington, Oregon, or Indiana dial two-digit Speed Dial number (00-99)
and then #.
Note: International rates apply for calls made using Speed Dial. For
international calling rates, please visit www.Frontier.com .
26
4.13 Three-Way Calling
Three-Way Calling allows you to add a third person to your conversation, so you can
get family, friends, or coworkers together anytime.
Phone
To add a third person to your call:
1. Press and release your flash or hang-up button to put the first caller on hold.
2. Listen for the dial tone.
3. Dial the three-digit area code and seven-digit telephone number you want to add. (For
international numbers, refer to the instructions in Section 3.)
4. When that person answers, press the flash or hang-up button once, and all three of
you will be connected.
To disconnect:
1. Either of the other two people on the call can leave the conversation by hanging
up. You will still be connected to the remaining person.
2. You can remove the third person at any time by pressing the flash or hang-up button
once.
3. To disconnect the entire three-way call, press your flash button to release the second
caller and then hang up to release the third caller.
Other important points about Three-Way Calling:
• If the second line is busy or there is no answer, you can return to the first caller by
pressing the flash or hang-up button twice.
• To avoid placing a three-way call accidentally, hang up your phone and wait for at least
three seconds between every call, whether it’s a three-way call or not.
• Hanging up on a three-way call will disconnect the other two callers.
27
5 | Voicemail (Customers in Washington, Oregon, and Indiana, please refer to
Appendix C for your feature options)
Voicemail is included with your FiOS Digital Voice service and allows callers to leave
messages when your line is busy or you do not answer. You can retrieve messages by
phone, online from your FiOS Digital Voice Web Portal or from your FiOS TV. Not all
features can be managed using all access methods. See each feature for available
options. You can also add up to eight individual mailbox extensions for family
members.
Note: If you prefer not to have an active Voicemail service, for example, because you
have a home answering machine, please call customer service .
5.1 Set Up Your Voicemail
Callers can leave you messages even before your mailbox has been set up; however,
you will not be able to listen to your messages or use the other features in your
mailbox until you complete the set up process.
Phone
To set up your Voicemail:
1. From your home phone, call the FiOS Digital Voicemail system at 1-844-387- 5200 or
*86, OR if you are in Washington, Oregon, or Indiana call 1-844-994- 4993 or *100.
2. If you are calling while away from home, enter your home telephone number followed
by #.
3. Enter your starter passcode, followed by #. Your starter passcode was provided
to you at the time you ordered your FiOS Digital Voice service.
4. Follow the voice prompts to create a new passcode (see Note below), select the default
language and record your personal and busy greetings and name announcement.
5. You can make changes to your mailbox options at any time. When making changes
by phone, follow the steps in the Menu Map in the Appendix of this User Guide.
Changes can be made using your Web Portal, and some options can be changed on
your FiOS TV.
Notes:
• If you exit the set up process before completing all the steps, the next time you call your
Voicemail, you will be required to start the set up process from the beginning . However,
anything you have previously changed will be stored.
• Please choose a passcode that is easy to remember, but difficult for others to guess .
You cannot use repeating digits (e .g., 111111), sequential digits (e .g ., 123456) or any
part of your phone number .
28
5.2 Individual Voicemail Boxes
Up to eight family members can have their own personal mailboxes. The primary
account owner can create the mailboxes, and then family members can record their
own greetings, choose their own passcodes, and set up mailbox options.
Phone
Web Portal
To create a new Individual Mailbox:
1. From the main menu, press 4 for
Personal Options.
2. Press 4 for Individual Mailbox.
3. Press 1 to create an Individual
Mailbox and follow the prompts.
4. After creating an individual mailbox, you
will again hear the prompt, “To create an
individual mailbox, press 1 .” If you don’t
want to create another mailbox, you can
press * to return
to the main menu to re-record the main
greeting. Your greeting should instruct
callers about keys to press to reach each
family member. For example, “Hi. You’ve
reached the Smith residence, for Mary
press 1, for David press 2 or for Sean
press 3.”
Note: You can create up to eight Individual
Mailboxes in addition to the main/base
mailbox number, which
is mailbox 0. The temporary starter
passcode for each individual mailbox is
assigned by the system . You may keep or
change this passcode.)
29
Not available
Phone
Web Portal
To set up each new Individual Mailbox:
1. From your home phone, call the Frontier
FiOS Digital Voicemail system at 1-844387-5200 or *86, OR if you are in
Washington, Oregon, or Indiana call 1844-994-4993 or *100
2. When prompted for a passcode, enter
the starter passcode for the individual
mailbox, followed by #; do not enter
the passcode for the primary mailbox.
3. Enter the number of the individual
mailbox you wish to set up (1, 2, 3,
etc.). You should hear “Welcome to
your Frontier Voicemail box.”
4. Follow the prompts for language options,
creating a new six-digit passcode,
recording a new name for the mailbox
and recording greetings.
5. Once the individual mailbox set up is
complete, you can return to the main
menu and/or exit the mailbox.
Notes:
• You will need to repeat the above steps
for each individual mailbox that you have
created.
• Don’t forget to change your main
greeting to give callers the mailbox
numbers for your family members.
To delete an Individual Mailbox:
1. When prompted for a passcode,
enter the passcode for the main/
base mailbox.
To delete an Individual Mailbox:
1. Access your FiOS Digital Voice
Web Portal.
2. Select Settings from the menu.
2. From the main menu, press 4 for
Personal Options.
3. Click the Voicemail Settings tab.
4. Click on Individual Mailboxes.
3. Press 4 for Individual Mailbox.
5. Click Delete for the mailbox you
want to delete.
4. Press 2 to delete an Individual
Mailbox and follow the prompts.
6. Click OK.
Note: By deleting a mailbox, you will
lose all messages stored in that
mailbox and they cannot be retrieved .
30
Phone
To retrieve Voicemail from an Individual
Mailbox (if you are in Washington, Oregon or
Indiana, press 7 from the Main Menu):
1. When prompted for a passcode, enter
the passcode for the individual mailbox,
followed by #.
2. Enter the number of your individual
mailbox (1, 2, 3, etc.).
Web Portal
To retrieve Voicemail from an
Individual Mailbox:
1. Access your FiOS Digital Voice
Web Portal.
2. Select Voicemails from the menu.
3. Choose Main Mailbox or the mailbox
number from the drop-down list.
4. Enter the passcode for the
selected Mailbox.
5. Click on the message you want to
hear.
31
5.3 Retrieving Your Voicemail Messages
Look for the message waiting light if one is provided on your telephone. Otherwise,
when you pick up the handset, you will hear the “interrupted” dial tone when new
messages have arrived. You will also see a list of recently received messages on your
Web Portal and TV.
Phone
To listen to your
messages:
1. From your home phone
dial the FiOS Digital
Voicemail system at
1-844-387-5200 or
*86, OR if you are in
Washington, Oregon, or
Indiana dial 1-844- 9944993 or *100.
Web Portal
To listen to your
messages:
1. Access your
FiOS Digital Voice
Web Portal.
2. The Summary page will
indicate a count of the
number of new
messages. Click on
Voicemails.
2. When calling while away
from home, you will, have 3. Click on the message
you would like to play.
to enter your mailbox
number (your 10-digit
4. Click the Play button
telephone number)
next to the message to
followed by #.
begin playback. You can
stop or pause during
3. Enter your passcode,
playback. After opening
followed by #.
a message, you can:
4. At the Main Menu, press 1
• Call Back the caller
to listen to your
• View or Add the caller as
messages.
a Contact
5. You can press 1 to
•
Block the Caller
replay the message, 2
to save it, or 3 to
• Delete the message
delete it. (See the menu
• Forward the message
map in the Appendix for
• Set up Call
other options during and
Notification from
after message playback.)
the Caller.
Note: If your mailbox is
Note: Messages are
full, you will hear a
automatically saved for 30
notification message.
days unless you delete them .
Please delete unwanted
Voicemails that are due to
messages.
expire are identified with
the icon .
TV
To listen to your
messages:
1. Using your set-top box
remote, from the Main
Menu on your FiOS
TV select FiOS Digital
Voice and press OK to
launch.
2. Select Voicemail.
Enter your passcode
and press OK.
• Your Voicemail messages
are listed. Unheard
messages will be marked
with a red dot and shown
in red.
• Select the Voicemail you
want to hear and press
OK. Ensure that your TV
is not on mute.
• After opening a
message, you can:
1. Play the message. Your
television program will
be paused
momentarily while the
Voicemail is played
back on your TV.
2. Block a Caller.
a. From the Voicemail
options menu, use
the down arrow to
select Block Caller
and click OK.
b. Select Block and
click OK.
32
Phone
Web Portal
To permanently save
Voicemail messages:
1. Select the message to
open the playback
box.
2. Click Forward.
3. Enter your email
address(es). You can
add a comment to your
email message.
4. Click to read the
Disclaimer.
5. Click Send.
6. The Voicemail message
will be attached as an
.mpg file to an email.
7. You can then save the
message to your PC or
other device.
TV
3. Call Back
a. From the Voicemail
options menu, use
the down arrow to
select Call Back
and press OK.
b. After pressing OK,
your phone will
ring.
c. Answer your
telephone to
connect to the
number you
dialed.
4. Delete the Message
From the Voicemail
options menu, use the
down arrow to select
Delete and press OK.
Note: Messages are
automatically saved for
30 days unless you delete
them. Messages that are
due to expire are
identified with
the
icon .
To delete all Voicemail
messages:
1. From the Voicemail
screen, press the
Options
button on
your remote control.
2. Use the down arrow to
select Delete All.
3. Press OK.
To refresh the Voicemail
log:
From the Voicemail
message screen, press the C
button on your set- top box
remote.
33
5.4 Changing Your Greeting
When Voicemail answers, callers will hear a personal greeting that you record or a
system greeting that you select. You can change your greetings as often as you like.
Phone
To change your Greeting:
1. At the Main Menu, press 4 for Personal
Options. If you are in Washington,
Oregon, or Indiana, use option 3 and
listen to the prompts.
2. Press 2 for Greetings.
3. Press:
1 for Name Recording.
2 for Busy Greeting.
3 for Personal or System Greeting.
4 for Extended Absence Greeting.
(See Note below.)
4. Follow the prompts to record and
save your new greeting(s).
Web Portal
Although greetings cannot be recorded
from your online Web Portal, you can
change between your personal and busy
greeting and turn your busy greeting
on/off.
1. Access your FiOS Digital Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Voicemail Settings tab.
4. Click on Greeting.
5. Select which greeting to play.
6. Click Save to ensure your settings
have been updated.
Notes:
When using a System Greeting, you can choose to include your telephone number,
name or no name/number . Callers will hear, “You have reached ‘name,’ ‘number’ or
‘a Voicemail box’ followed by the tone . You can also enable Caller Invitation (see
below), which adds, “Please leave a message after the tone, then press #” .
The Extended Absence greeting should be used when you will be unable
to retrieve your messages for a significant period of time . The greeting message
will be played, but does not offer callers the ability to leave
a message.
5.5 Caller Invitation
When you turn on Caller Invitation, your greeting is followed by a system recording
that tells the caller to press # after recording his or her Voicemail message to hear
options. The message says:
To send your message now, press #. To
mark Private, press 1.
To mark Urgent, press 4.
To hear your message again, press 5.
34
To request a return call, press 6.
To re-record, press *.
When Caller Invitation is off, the caller just hears your greeting and can hang up after
recording his or her message.
Phone
To Turn Caller Invitation on/off:
1. At the Main Menu, press 4 for Personal Options.
2. Press 2 for Greetings.
3. Press 5 for Caller Invitation.
4. To turn the Caller Invitation prompt on/off, press 1.
5.6 Changing Your Voicemail Passcode
Phone
Web Portal
1. Customers in California, Texas and Florida
call the FiOS Digital Voicemail system at
1-844-387-5200 or *86 from your home
phone. Customers
in Washington, Oregon, Indiana please
use the web portal or call us for
support.
2. If you are calling while away from
home, enter your home telephone
number followed by #.
3. Enter your passcode.
4. At the main menu, press 4 for
Personal Options.
1. Access your FiOS Digital Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Voicemail Settings tab.
4. Click on Voicemail Passcode.
5. Enter your old passcode.
6. Enter your new six-digit passcode.
7. Confirm your new passcode.
8. Click Save to ensure your new
passcode has been created.
5. Press 1 for Personal Profile.
6. Press 1 to change the passcode (see
note).
7. Enter the new six-digit number
and press #.
8. Press 1 to confirm.
Note: Choose a passcode that is easy to remember, but difficult for others
to guess . You cannot use repeating digits (e .g ., 111111), sequential digits (e .g .,
123456) or any part of your phone number .
35
5.7 Other Mailbox Options
*Available in California, Texas, and Florida. See Appendix C for all Washington, Oregon, and Indiana options.
Language Options
Language Options allows you to choose the language for the prompts both you and
your callers hear. The default language is English with a female voice. You can also
choose full or quick prompts. Quick prompts minimize the words spoken for each
command. For example:
Full standard prompts:
“To listen to your messages, press 1 . To send a message, press 2 . For your personal
options, press 3 .”
Quick Prompts
“To listen, press 1 . Send a message, press 2 . Personal options press 3 .”
Phone
Web Portal
1. At the Main Menu, press 4 for
Personal Options.
1. Access your FiOS Digital Voice
Web Portal.
2. Press 1 for Personal Profile.
2. Select Settings from the menu.
3. Press 2 to change Language.
3. Click the Voicemail Settings tab.
4. Press 1 for English or 2 for Spanish.
4. Click on Telephone Settings.
5. Follow the prompts to select full male,
full female, quick male or quick female
prompts.
5. Select English or Spanish and male or
female voice.
6. If you want full prompts, click the
Standard prompts box. Otherwise, you
will have Quick Prompts.
Note: If you only want to change the
gender for the prompts, you must reselect
the English/Spanish prompts to get to that
choice .
7. Click Save to ensure the changes are
accepted.
Message Preferences
You can:
• Change the order in which your messages play
• Turn the date and time stamp on or off before each message
• Use the Autoplay feature
Phone
Web Portal
1. From the main menu, press 4 for
Personal Options.
1. Access your FiOS Digital Voice
Web Portal.
2. Press 5 for Message Preferences.
2. Select Settings from the menu.
3. Follow the prompts to:
• Turn off automatic envelope
information playing before each
message. You can choose to hear
envelope information by pressing 6
after listening to a message.
3. Click the Voicemail Settings tab.
4. Click on Telephone Settings.
5. You can turn on/off envelope
information playing before each
message. Just check/uncheck
36
Phone
Web Portal
• Turn Autoplay feature on/off.
Hear the date and time of Each Message.
You can still hear envelope information
by pressing 6 after listening to a
message.
• Change the sort order of messages
(oldest to newest or vice versa).
• Hear your caller’s number.
6. Click on Save and OK.
Note: Autoplay and sort order can only
be done by phone.
Messaging with Other Users on Your Account
Mailbox to Mailbox, Messaging lets you quickly and easily exchange messages with
other FiOS Digital Voicemail customers without calling them directly
or ringing their phone. It is also a convenient way to communicate with your
family’s Individual Mailboxes when there is something you do not want to forget to
tell them.
You can even set up Group Lists to make it easy to send a message when you
communicate with the same people on a regular basis. You also have delivery options:
• Private—prevents the message from being copied to
another mailbox.
• Future Delivery—delivers your message at a future date and time you specify,
up to one year in the future.
• Return Receipt—notifies you with a message in your mailbox when the
recipient listens to your message.
• Urgent—plays the message before others.
Phone
To send a Mailbox to Mailbox Message:
1. At the Main Menu, press 2.
2. Listen for further instructions to:
• Enter the recipient(s)’ mailbox number(s), Individual Mailbox number or a Group
List number (see Group Lists below).
• Record your message.
• Press # to send your message, 5 to hear what you have recorded,
* to re-record your message, or you can choose one of the delivery options:
1 for Private
2 for Future Delivery
3 for Return Receipt
4 for Urgent
37
Phone
To reply to a message or to send a copy of a message:
1. At the Main Menu, press 1 to listen to a message in your mailbox.
2. After listening to the message:
• Press 4 to reply to a message sent from another FiOS Digital Voicemail customer. If
your caller is not also a FiOS Digital Voicemail customer, you will not have this option.
• Press 5 to send a copy of the message to another FiOS Digital Voicemail box.
Group Lists
You can send a single message to every number in the group at one time. Be sure to
update your list as the members of your group change.
To create a group list:
1. At the Main Menu, press 4 for Personal Options.
2. Press 3 for Group Lists.
3. Press 1 to create the Group List.
4. Listen for further instructions to:
• Assign a Group List number
• Name your Group List
• Enter mailbox numbers you want on this list
Notification Options
You will be alerted at home when messages arrive by an interrupted dial tone and/or
message waiting light on your phone (if equipped). You can also be notified by email,
wireless SMS text notification, pager notification or Special Delivery (at another
telephone number).
Phone
Web Portal
To turn Message Waiting Indicator
(MWI) on/off:
1. From the main menu, press 4 for
Personal Options.
To turn Message Waiting Indicator
(MWI) on or off:
1. Access your FiOS Digital Voice
Web Portal.
2. Press 1 for Personal Profile.
2. Select Settings from the menu.
3. Press 3 for Notification Options. The
system will give a status of all
notification options.
3. Click the Voicemail Settings tab.
4. Click on Voicemail Notification.
5. Check/uncheck Light message light
and/or change dial tone to stutter (where
available).
4. Press 1 for MWI (Audible and Visual
Message Waiting Indicator).
6. Click on Save and OK.
Note: We recommend leaving these
features turned on so that you have
immediate notification of a new message.
Note: We recommend leaving these
features turned on so that you have
immediate notification of a new
message.
38
Phone
Web Portal
To turn Special Delivery, Email, Text and Pager To set up and turn on/off
Notification on/off (once set up using your Web Notification Options:
Portal):
1. Access your FiOS Digital Voice
1. From the main menu, press 4 for
Web Portal.
Personal Options.
2. Select Settings from the menu.
2. Press 1 for Personal Profile.
3. Click the Voicemail Settings tab.
3. Press 3 for Notification Options. The
system will give a status of all
notification options.
a. Press 2 for Special Delivery at
another number.
4. Click on Voicemail Notification.
5. Check the box to:
• Send to this Mobile number, then enter
the number and select the provider
from the drop-down list.
b. Press 3 for Email Notification.
*Available in California, Texas and Florida only.
c. Press 4 for Wireless SMS
Text Notification.
• Send to this Pager number, then
enter your pager number and select
the provider from the drop-down
list.
d. Press 5 for Pager Notification.
Note: Email and Pager Notification must be
set up using the online Web Portal . Until
they are set up, they will not be presented in
the phone menu . Once enabled, you can
change settings or disable the features by
phone . If you disable these features by
phone, you will have to set them up again
online .
• Sending to this Email and enter your
email address. If you would like to
have a copy of the Voicemail attached
as a .mpg file to your email, check
Attach Voicemail.
• Send my message to this number,
then enter the phone number.
6. If you only want to be notified of urgent
messages, check “Urgent Messages Only”
next to the option(s) you have chosen.
7. Click on “Save Settings” and OK.
Notes:
• Although you must create notification
options from the FiOS Digital Voice Web
Portal, once they are set, you may turn
the Pager and Text Notification on/off by
phone .
Disclaimer: Voicemail messages sent by email are not
secure and may be intercepted by third parties during
transmission over the Internet. Frontier is not responsible
for the content of messages sent using the FiOS Digital
Voice email feature or for messages that are lost or delayed
during transmission.
Ring Count Change
You can decide how many times your phone will ring before calls forward to
Voicemail. Keep in mind your callers could hear one or two additional rings.
39
Web Portal
1. Access your FiOS Digital Voice Web Portal.
2. Select Settings from the menu.
3. Click the Voicemail Settings tab.
4. Click on Telephone Settings.
5. Choose the number of rings from the drop-down box (one to 10 rings).
6. Click Save.
Voicemail Screening – Available in California, Texas, and Florida only
Voicemail Screening allows you to listen to a person leaving you a message in real
time, similar to an answering machine. During the message, you can choose to
interrupt the message and take the call live or have the message continue to be left
on Voicemail.
Web Portal
To turn on Voicemail Screening:
1. Access your FiOS Digital Voice Web Portal.
2. Select Settings from the menu.
3. Click the Voicemail Settings tab.
4. Click on Voicemail Screening.
5. Click Turn on Voicemail Screening and click OK.
You will now be able to listen to messages as they are being recorded.
To listen to a message while it is being left:
1. After a call has forwarded to Voicemail and your caller is leaving a message, your
phone will ring.
2. When you pick up the phone, you will hear your caller. You can:
• Press 1 to be connected to the caller (the message that the caller was leaving will NOT
be retained in the mailbox once you are connected).
• Hang up and let the message be recorded in your Voicemail.
40
Wake Up Call and Reminder Messages
You have two options for sending reminders to yourself at home—Wake Up Call and
Reminder Messages. For Wake Up Call, you can schedule a system message to be
delivered weekdays or weekends. For Reminder Messages, you can record your own
message and choose one-time, daily, weekday, weekend, or a specific day reminder.
Phone
To set up a Wakeup Call or Reminder Message:
1. From the main menu, press 3 for Reminders and Wake Up.
2. To set up the reminder:
• Press 1 to schedule a Wake Up Call
• Press 2 to schedule a Reminder Message
3. Follow the prompts to set up the schedule for your reminder and to record
Reminder Messages.
4. Press 1 to confirm.
*Available in California, Texas and Florida only.
41
6 | More FiOS Digital Voice Options
6.1 Frontier Pages Business Search
FiOS Digital Voice allows you to easily search for a business listing using your Web
Portal.
Web Portal
To search for a business:
1. Access your FiOS Digital Voice Web Portal.
2. Click the Frontier Pages link at the top of the page.
Frontier Pages Home Page.
42
6.2 Contacts
FiOS Digital Voice provides you with an online Contacts directory to save
frequently called contacts.
Web Portal
To add a Contact:
1. Access your FiOS Digital Voice Web Portal.
2. Select Contacts from the menu.
3. Click Add (or Add Contacts Now ifthere are no records at all).
4. Enter the information and click Save.
To add or edit a Contact from the Call Logs or Voicemails:
1. Access your FiOS Digital Voice Web Portal.
2. Click Recent Calls or Voicemails on the Summary screen.
3. Click on any telephone number from your list of calls or Voicemails.
4. Click Add to Contacts if this will be a new Contact, or View Contact to change the name
or phone number information for an existing Contact.
To delete Contacts:
1. Access your FiOS Digital Voice Web Portal.
2. Select Contacts from the menu to display your directory.
3. To delete individual contacts:
• Click Delete
• Check the box(es) next to the Contacts you wish to delete
• Click Delete
• Click Delete to confirm the action
6.3 Time Zones
You can customize your FiOS Digital Voice Web Portal by Time Zone.
Web Portal
To change your Time Zone:
1. Access your FiOS Digital Voice Web Portal.
2. Select Settings from the menu.
3. Select Account Settings.
4. Click on Time Zones.
5. Select the desired Time Zone and click Save.
Note: Changing the Time Zone will affect the display of Call Logs and Voicemail Logs
based on the Time Zone you selected.
43
6.4 Back-up Number
FiOS Digital Voice allows you to choose a number where your calls can be forwarded in
the case of an outage (e.g., a network-wide outage in your area or you’ve lost power
and do not have battery back-up). Once service has been restored, the forwarding will
automatically be stopped.
Web Portal
To set up your Back-up Number:
1. Access your FiOS Digital Voice Web Portal.
2. Select Settings from the menu.
3. Select Account Settings.
4. Click on Back-up Numbers.
5. Enter the desired Back-up number and click Save.
6.5 International Call Block
You can block one or all of your telephone numbers from placing
International calls.
Web Portal
To change your International Call Block setting:
1. Access your FiOS Digital Voice Web Portal.
2. Select Settings from the menu.
3. Select Account Settings.
4. Click on International Call Block.
5. Check the box next to the number(s) for which you want to block outgoing
international calls and click Save. Click OK to confirm the action.
6.6 Fax Capability
With FiOS Digital Voice, all you need to do to send or receive a fax is make sure your
fax machine is plugged into any telephone outlet in your home. Dial out as you
normally would to make a call and your fax will be sent.
44
Appendix A
Frequently Asked Questions
General Product
1. What is FiOS Digital Voice?
FiOS Digital Voice is an advanced voice service that works on Frontier’s fiber-optic
network, but uses generally available corded or cordless phones connected to
your existing phone jacks. FiOS Digital Voice lets you make direct-dialed domestic
calls (including direct-dialed calls to the U.S. territories, Canada and Puerto Rico),
and international calls at great low rates. (Canada calling is included at no
additional cost with our
Unlimited Plan.)
You can also manage your calls, Voicemail, and features through your phone, an online
Web Portal, your mobile device and your FiOS TV.
2. What are some primary differences between FiOS Digital Voice and traditional
voice service?
FiOS Digital Voice offers a number of advanced calling features that traditional
voice services do not, such as simultaneous ringing on multiple phone numbers or
call notification. The FiOS Digital Voice Web Portal also allows you to access your
Voicemail messages through any computer with Internet access, your mobile
device, or your FiOS TV.
IMPORTANT: Unlike traditional phone service, your FiOS Digital Voice service requires electrical power to function. In the
event of a power outage, your FiOS Digital Voice service will not function, unless you have the Battery Back-up Unit (BBU),
which will power your basic FiOS Digital Voice services, including 911 dialing, for up to eight hours if a fully charged
battery is inserted in the Unit. If the battery is exhausted or there is no battery present, the service will not function for
any purpose. If your home security system is currently using a jack in your house, those same jacks can be used for FiOS
Digital Voice without impacting security services; however, in the event of a power outage, the power limitations apply to
your alarm system. The BBU will not power your telephone equipment that requires electricity to function, Internet
services, television services or computer. You are responsible for purchasing and/or replacing the battery in the BBU.
3. How do I access my FiOS Digital Voice Web Portal online?
You can access the FiOS Digital Voice Web Portal by logging on at
www.Frontier.com with your Frontier ID and password.
4. Where do I find FiOS Digital Voice options on my FiOS TV?
From the FiOS TV Main Menu, click on “FiOS Digital Voice” and OK to see your Call
Logs, listen to Voicemail messages and enable/disable features like Simultaneous Ring,
Call Forwarding, Incoming Call Block and Do Not Disturb.
5. With FiOS Digital Voice, can I talk on the phone and use my computer at the same
time?
Yes, your FiOS Digital Voice service will work even if you are simultaneously
accessing the Internet. Therefore, surfing the Internet, streaming music, or video
will not affect your ability to make and receive calls at the same time.
45
6. Can I use a toll-free number to manage my FiOS Digital Voice features?
You can use a toll-free number (1-844-387-5200 or *86 from your home phone, OR
or 844-994-4993 or *100 if you are in Washington, Oregon, or Indiana) to access
and retrieve Voicemail messages.
7. What features are included with FiOS Digital Voice plans? FiOS Digital Voice calling
plans include the following calling features at no additional cost:
• Anonymous Call Rejection
• Individual Contacts Directory
• Back-up Number
• International Call Block
• Call Forwarding
• Locate Me
• Call Logs
• Place a Call
• Call Notification*
• Simultaneous Ring
• Call Return
• Speed Dial
• Call Waiting with Caller ID*
• Three-Way Calling
• Caller ID Name and Number
• Voicemail
• Do Not Disturb
• Voicemail Screening*
• Selective Call Forwarding
• Wake Up and Reminder
Messages
• Incoming Call Block
*Available in California, Texas and Florida
8. What other features are available with FiOS Digital Voice plans?
The following features are also available with FiOS Digital Voice for an
additional fee:
• Special phone numbers such as 211, 311, 411, etc.
• International Calling Plans
9. Does FiOS Digital Voice support TTY (Text Telephone Relay) for the deaf and hard-ofhearing?
Yes, FiOS Digital Voice supports TTY services.
Troubleshooting
1. If I lose power or have a broadband outage, will I still be able to use FiOS Digital
Voice?
In the event of a power outage, your FiOS Digital Voice will not function unless you
have a Battery Back-up Unit (BBU), which can power your basic FiOS Digital Voice
services, including 911 dialing, for up to eight hours. If the battery is exhausted or
there is no battery present, the service will not function for any purpose. The BBU
will not power your telephone equipment that requires electricity to function,
Internet services, television services or computer. You are responsible for
purchasing and/or replacing the battery in the BBU (except in California where the
BBU is provided at no charge by Frontier).
46
2. What if my FiOS Digital Voice calls are being directly routed to Voicemail?
Go to your FiOS Digital Voice Web Portal and check to see if any of the following
features have been enabled, which could forward calls directly to your Voicemail:
• Call Forwarding to the Voicemail access number
• Do Not Disturb is set to send callers to Voicemail
If you are still experiencing problems, please call FiOS Digital Voice Customer Service
at 1-800-921-8101.
3. What if I have no dial tone on my phone connected to FiOS Digital Voice
service?
Follow these steps:
• Verify that your telephone is plugged into the wall jack.
• If your phone requires electricity (e.g., cordless phone), ensure the phone is plugged
into a working power outlet.
• If your phone runs off battery power, please ensure the battery is charged.
4. What if my phone connected to FiOS Digital Voice service is not ringing? If your
phone is not ringing when there is an incoming call, check your phone to ensure that
the ringer is set to an appropriate level. Verify that Call Forwarding or Do Not
Disturb is not enabled by going to the “Call Settings” section of your FiOS Digital
Voice Web Portal.
5. Why am I getting a fast busy signal on my phone connected to FiOS Digital Voice
service? If you are experiencing a fast busy on your phone, please call FiOS
Digital Voice Customer Service at 1-800-921-8101.
If you are still experiencing problems, please call FiOS Digital Voice Customer Service
at 1-800-921-8101.
47
Appendix B
Voicemail Menu Map for California, Texas, and
Florida Users page 1
1
2
3
Review
Send a Message
Reminder and Wake Up
Message Play
(During Playback)
Post Record
Reminder and Wake Up
1
Play Again
#
Send
2
Save
1
Mark Private
3
Delete
2
Future Delivery
4
Slower
3
Request Receipt
5
Louder
4
Mark Urgent
6
Faster
5
Hear Message
7
Rewind Five
Seconds
77
Rewind to
Beginning of
Message
1
2
Schedule
Wake Up
Schedule
Reminder
Re-record
Wake Up Menu
8
Pause
1
Schedule Weekday
Wake Up Call
9
Fast Forward
Five Seconds
2
Schedule Weekend
Wake Up Call
Fast Forward to
End of Message
3
Review Wake
Up Call
99
0
Softer
Previous Menu
Exit Messaging
#
Next Message
Reminder Message Menu
Post Playback
Function Menu
1
Schedule One Time
Reminder
2
Schedule Daily
Reminder
3
Schedule Week Day
Reminder
4
Schedule Weekend
Reminder
1
Repeat
2
Save
3
Delete
5
Forward Message
5
6
Envelope (Date,
Time and Sender)
Schedule Reminder of
Specific Day
7
Mark as New
6
Review Reminder
Messages
8
Return Call
Previous Menu
Exit Messaging
0
Hear Menu
If last message played:
1
Save Deleted
Message
2
Main Menu
48
To access this menu, dial *86 from your handset.
Appendix B
Voicemail Menu Map for California, Texas
and Florida Users page 2
4
Personal Options
6
0
*
Log in to Another
Mailbox
Global MENU HELP
(On All Menus)
Access Another Mailbox
(Not Voiced)
Personal Options
1
2
3
4
5
Personal
Profile
Greetings
Group Lists
Individual
Mailbox
Message
Preferences
Personal Profile
1
2
3
*
Previous
Menu
Greetings
Change
Passcode
Change
Language
Notification
Options
Previous
Menu
1
Name Recording
2
Busy Greeting
3
Personal Greeting
4
Extended Absence
Greeting
5
Caller Invitation
Group Lists
1
Create
2
Change
3
Delete
Previous Menu
Previous
Menu
Individual
Mailbox
1
Create
2
Delete
Previous
Menu
1
English
1
Personal Greeting
1
Envelope
2
Spanish
2
2
Autoplay
Previous
Menu
System Greeting
“Name”
System Greeting
“Number”
3
Sort Order
3
4
Hear Caller’s
Number
4
System Greeting
W/O “Number” or
“Name”
Notification
Option
3
Message
Preferences
Personal Greeting
Select
Language Select
Email
Previous
Menu
Previous Menu
Previous
Menu
Email Notification
Option
2
3
Urgent
Messages
Only
Disable
Notification
Previous
Menu
49
To access this menu, dial *86 from your handset.
Appendix C
Voicemail Menu Map for Washington,
Oregon and Indiana Users page 1
1
Review Messages
3
3
Listen to Message
Send Message
Work with
Greetings Menu
Hear Message
Enter phone or GL
number, then
#
Review
Messages Menu
1
2
3
Voice Mail
Email
Faxes
1
2
3
4
5
22
Repeat
1
2
3
Save
Erase
Reply
Senda Copy
4
Mark Saved
Message as
New
5
6
7
#
Greeting Options
Menu
ReviewMessage
1
Mark as Urgent
2
Mark asPrivate
Re-record Message
Reporton Send
Report on Read
AddRecipient
Send asis
PersonalGreeting
Extended Absence
3
Sys-Gen Greetings
and Name
Recording
4
GroupMailbox
Greetings
5
BusyGreetings
6
Out-of-office
HoursGreeting
7
SharedGreetings
#
ForwardAll Calls to
Voice Mail Greeting
Exit Menu
4
5
6
Mailbox Settings
Reminders
Review Erased
Message
Mailbox Settings
Menu
1
GroupLists
2
Hands-free and
Time-saver
Options
3
SecurityOptions
4
GroupMailbox
Settings
5
Notification
Settings
6
Additional
Settings
7
Advanced Call
FeatureSettings
Select
Message Type
Reminders Menu
1
Reminders
Settings
2
Add New
Reminder
3
Recurring
Reminders
Settings
4
One-Off
Reminder
Settings
Erased Messages
1
2
3
Voice Mail
Email
Faxes
Hear Messages
1
2
3
4
5
6
Repeat
Restore
Permanently
Erase
Reply
Senda Copy
NextMessage
7
0
*
Switch Account
Help
Exit
Exit Menu
Enter phone
number, then
#or *if error
Helpful Hints
#
Return toMain
Menu
Common Keys
#
Cancel Input or
Move Up a Leve
End Input or Move
Forward in a List
NextHint
0 Helpful Hints
8 Pause/Resume
1
50
Replayfrom
StartMenu
To access this menu, dial
*100 from your handset.
Appendix D
Telephone Star Code Reference Chart
Telephone Access Code
FiOS Digital Voice Feature
Enable
Disable
Anonymous Call Reject
*77
*87
Call Forwarding
*72
*73
Call Return
*69
Call Trace
*57
Call Waiting (California, Texas, & Florida only)
*43
Call Waiting Disable per Call
*70
*Do Not Disturb (see note below)
*78
*79
Outgoing Caller ID Block per Call
*67
*82
To use Speed dial, dial number and #
*44
To enable:
—California, Texas, Florida *75
—Washington, Oregon, Indiana
*74 or *75
Additional features are available using your online Web Portal.
*Note: If you enable Do Not Disturb using *78, you cannot disable or change
options using your online Web Portal or from your TV . If you enable this feature
online or from your TV, you cannot turn it off using *79.
51
Appendix E—Feature Access Summary
Feature
Phone
Web
Portal
Mobile
Devices
TV Set-Top
Box
Calling Features
Call Forwarding
X
X
X
Call Logs
X
X
X
X
Call Notification
Call Return/Call Back
X**
X
X*
X
X
Text Back
X*
Call Trace
X
Call Waiting
X
X**
Caller ID
Caller ID Block
X
X
X
Do Not Disturb
X
X
X
X
X
X
X
X
X
X
X
X
Incoming Call Block/
Anonymous Call Rejection
International Call Block
X
International Calling Rates
X
Locate Me
Simultaneous Ring
X
X
Speed Dial
X
Three-Way Calling
X
Voicemail Features
Autoplay
X
Caller Invitation
X
Envelope Information (time stamp before each
message)
Greetings
Language Options (English/Spanish, Gender,
Quick/Full Prompts)
Notification Options (MWI/Stutter Dial Tone,
Phone Number, Email, Text [Smartphones only],
Pager)
Passcode
Retrieve Messages
X
X
X
X
X
X
X***
X
X
X
X
X
X
X
Ring Count
X
X
Send Messages
X
Set Up Main and Individual Mailboxes
X
Sort Order of Messages
X
Voicemail Screening
X**
Other Service Features
Time Zone
Wake Up Call/Reminder Message
X
X
Contacts
X
Frontier Pages Business Directory
X
*Uses your mobile service carrier for outgoing calls and text messages.
**Available in California, Texas and Florida only.
*** Customers in Washington, Indiana and Oregon - email feature only
52
X
X
Note: When a change is made from the web, TV, or mobile app, it will be reflected
everywhere . Exception: If the customer enables Do Not Disturb by phone, he or she
cannot make changes from the Web Portal or TV . If the customer enables it from the
Web Portal or TV, he or she cannot turn it off by phone.
53
Contact Information
HELP BY PHONE
FiOS Repair/Support 1.877.600.1511
Customer Service/Billing 1.800.921.8101
Frontier Secure Support 1.888.620.3663
HELP ONLINE
Go to frontier.com/helpcenter to access the
following information:
• Account and Billing
• Using Your Email
• Calling Features
• Troubleshooting
©2017 Frontier Communications Corporation. All rights reserved. Frontier Proprietary and Confidential Release X.X January2017
03745_F_DigVoice_UG
_0117
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