Business Voice Mail User Guide

Business Voice Mail User Guide
Frontier Business Voice
User Guide
®
Your guide to managing Voice Mail and settings from your
Phone, Mobile App or Internet.
Table of Contents
1 | Welcome to Frontier® Business Voice
1.1 Important 911 Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1.2 Out of Service Back-up Phone Number . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2 | Frontier Business Voice Features Management
2.1 From the Web. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
2.2 From Your Smartphone or Tablet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
3 | Making Calls from Your Frontier Business Voice Phone Line
Making Calls from Your
Frontier Business Voice Phone Line. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
4 | Managing Your Frontier Business Voice Features
4.1 Call Forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11
4.2 Recent Calls Log. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
4.3 Call Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
4.4 Call Return. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
4.5 Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
4.6 Caller ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
4.7 Caller ID Block. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
4.8 Do Not Disturb. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
4.9 Incoming Call Block/Anonymous Call Rejection. . . . . . . . . . . . . . . . . . 20
4.10Locate Me. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
4.11 Simultaneous Ring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
4.12Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
4.13Three-Way Calling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
2
5 | Voice Mail
5.1 Set Up Your Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
5.2 Individual Voice Mail Boxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
California, Texas and Florida. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Washington, Indiana and Oregon. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
5.3 Retrieving Your Voice Mail Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
5.4 Changing Your Greeting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
5.5 Caller Invitation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
5.6 Changing Your Voice Mail Passcode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
5.7 Other Mailbox Options—California, Texas and Florida . . . . . . . . . . . . 35
Language Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Message Preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Messaging with Other Users on Your Account. . . . . . . . . . . . . . . . . . . . 36
Notification Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Ring Count Change . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Voice Mail Screening. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Wake Up Call and Reminder Messages. . . . . . . . . . . . . . . . . . . . . . . . . . 40
5.8 Other Mailbox Options—Washington, Indiana and Oregon. . . . . . . . 40
Language Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Messaging with Other Users on Your Account. . . . . . . . . . . . . . . . . . . . 41
Notification Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Ring Count Change . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Reminder Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
6 | More Frontier® Business Voice Options
6.1 Frontier Pages Business Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
6.2 Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
6.3 Time Zones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
6.4 Back-up Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
6.5 International Call Block. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
6.6 Fax Capability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Appendix A—Frequently Asked Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Appendix B—Voice Mail Menu Maps (California, Texas and Florida users). . . . . . . 51
Appendix C—Voice Mail Menu Maps (Washington, Oregon and Indiana users). . . 53
Appendix D—Telephone Star Code Reference Chart. . . . . . . . . . . . . . . . . . . . . . . . . . . 54
3
1 | Welcome to Frontier Business Voice
Congratulations! You are about to experience an exciting new generation of
voice technology. Your new Frontier® Business Voice service comes with many
easy-to-use features that can be managed by phone, via the Internet or
a mobile device. You can turn on features like Call Forwarding and Do Not
Disturb, set up Voice Mail notification by email or text message, listen to your
Voice Mail 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 Frontier Business Voice service.
Once you set up your Voice Mail, check out your Frontier Business Voice Web
Portal from any Internet connection at www.frontier.com. Log in using your
Frontier ID and password. If you don’t have a Frontier ID, you’ll 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 Frontier Business 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
Frontier Business 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 Frontier Business 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 Voice Mail activated to take your calls or have Simultaneous Ring
or Locate Me enabled, your call will go to your specified Back-up Number.
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2 | Frontier Business Voice Features
Management
You can manage your features anywhere, anytime. Experience a whole
new level of control over your voice communications from your computer
or mobile device.
• Turn on Do Not Disturb while you join an out-of-office event.
• Share Voice Mail by forwarding as an email attachment!
• Turn Call Forwarding or Simultaneous Ring on/off from your mobile device!
2.1 From the Web
Your Web Portal can be used to access and control your Call Log and Calling
Features, Voice Mail and Voice Mail Features and more:
• View the Call Log (Call Back using
• Simultaneous Ring (Turn on/off
your Frontier® Business Voice line,
and change settings)
Block, *Delete, add to Contacts)
• Call Block (Turn on/off and change
• View Voice Mails (Play messages,
settings)
Call Back using your Frontier
• Contacts
Business Voice line, Block, Delete
• Business Search using
and more)
Frontier Pages
• Call Forwarding (Turn on/off and
change settings)
• Do Not Disturb (Turn on/off and
change settings)
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.
*Available in California, Texas and Florida only.
5
Frontier.com Sign In/Register Page
For all of the Web Portal instructions in this document, you must first access
your Frontier® Business Voice Web Portal as follows:
1. Log in to your account on www.Frontier.com using your Frontier ID.
2.Under My Services, click on Frontier Business Voice.
3.The Frontier Business Voice Summary Page will display. From here, you
can view your calls and Voice Mails and manage the various settings
associated with your Frontier Business Voice service.
Frontier Business Voice Web Portal Summary Page
6
2.2 From Your Smartphone or Tablet
If you have an Android or Apple smartphone or tablet, you can download
the app through your app store to access key features.
• View the Call Log (Call/Text Back using your mobile service carrier,
Block, Delete).
• View Voice Mail 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).
• Locate Me (Turn on/off and change settings).
Smartphone Tablet
7
3 | Making Calls from Your Frontier Business
Voice Phone Line
The Frontier® Business Voice Unlimited Plan offers unlimited domestic calling.
International calls do incur a charge.
Phone
Web Portal
Domestic Calls and Calls to Canada
For calls to locations in the U.S., U.S.
territories, Puerto Rico and Canada,
dial the 3-digit area code + the 7-digit
phone number. There is no need to
dial a “1” before the area code.
To place a call using the Recent
Calls Log:
1. Access your Frontier Business Voice
Web Portal.
2. Click the Recent Calls button to
open the log of calls. The icon next
to each call indicates the type
of call:
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 Frontier Business
Voice Web Portal.
Missed Calls
Received Calls
Dialed Calls
Collect Calls
You can make collect or third-number
billed calls from your Frontier Business
Voice line, but cannot receive them.
3. Click on the name or telephone
number of the person you would like
to call from the Recent Calls log.
Blocked Numbers
You cannot make 0+, 00, 01, 500,
10-10XXX, 700, 900, 950 or 976 calls
from your Frontier Business Voice line;
however, you can receive them.
4. A pop-up window will appear. Select
Call Back from the menu.
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.
Special Numbers
You may dial any of the following
numbers from your Frontier Business
Voice phone line:*
To place a call using your Contacts list:
1. Access your Frontier Business Voice
Web Portal.
• 211—community services
2. Select Contacts from the left
navigation menu.
• 311—non-emergency local municipal
• 511—travel and road weather
information
3. Use the alphabet tabs (A…Z) above
the list to quickly find the name of
the person you would like to call.
• 411—Directory Assistance
• 711—telecommunications relay service 4. Click on the name and select Call
from the drop-down menu.
• 811—“call before you dig” service for
public utilities
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.
• 911—emergency services
*Availability and types of services may vary by
location.
8
Phone
Web Portal
To place a call from your Web Portal
icon:
1. Access your Frontier® Business 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 Frontier Business 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
Phone
Web Portal
International Rates and Country
Codes:
1. Access your Frontier® Business 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
https://frontier.com/resources/
long-distance-rates/ocp-rates
for Frontier International
Calling Rates.
To Block International calls on your
Frontier Business Voice line(s):
1. Access your Frontier Business 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. C
heck the number(s) on which you
would like to block international
calls.
6. Click Save.
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4 | Managing Your Frontier Business
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 business number until you turn
the feature off. This feature will always override any other forwarding
option (e.g., Call Forwarding to Voice Mail when your line is busy or you
don’t 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 Frontier® Business 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.
Web Portal
To set up Call Forwarding:
1. Access your Frontier Business Voice
Web Portal.
3. Wait for second dial tone.
2. Select the Settings link on the left
side of the screen.
4. Enter the destination telephone
number.
3. Click the Call Settings tab.
5. You will hear a confirmation tone
when Call Forwarding has
been enabled.
To cancel Call Forwarding from your
phone:
1. Pick up handset.
4. C
lick on Call Forwarding.
5. In the box next to Forward my
incoming calls to, enter a
destination telephone number.
6. C
lick a button to:
• Forward all my calls, or
2. Dial *73.
• Forward calls only from selected
numbers. You can add up to 10
numbers manually or from
your Contacts.
3. You will hear a confirmation tone
when Call Forwarding has
been disabled.
• Click Turn on Call Forwarding.
• Click OK.
11
Phone
Web Portal
To turn off Call Forwarding or to
change settings:
1. Access your Frontier® Business Voice
Web Portal.
2. Select the Settings link on the left
side of the screen.
3. Click the Call Settings tab.
4. Click on Call Forwarding.
5. C
lick 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.
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4.2 Recent Calls Log
You can see a snapshot of your most recent calls on your Web Portal.
The log includes incoming and outgoing calls, missed calls and calls that
went to Voice Mail.
Web Portal
To view your Recent Calls log:
1. Access your Frontier® Business Voice Web Portal.
2. Click the Recent Calls button to open the log of 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.
4. You can view the list of All calls showing missed, received or dialed, or just a
list of Missed calls by clicking the desired link at the top of the log.
To call someone from your Call Log:
1. Click anywhere on the row of the log for the Contact you would like to call.
2. A pop-up window will appear. Select Call Back from the menu.
3. Your phone line will ring once the call is placed.
4. P
ick up your Frontier Business Voice 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.
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. 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.
To block a caller from your Call Log:
1. Access your Frontier® Business Voice Web Portal.
2. Select Recent Calls.
3. Click on the name/telephone number you would like to block.
4. C
lick on Block Caller in the drop-down list.
5. You will receive a confirmation message.
6. Click the Block button.
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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 Frontier® Business Voice Web Portal.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. C
lick 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 Frontier Business 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 Frontier Business Voice Web Portal.
2. Select Recent Calls.
3. Click on the number or name you would like to add.
4. C
lick on Call Notification.
5. Enter the email address to which you want to receive notifications.
6. Click Notify.
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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 Voice Mail. 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 don’t want to be disturbed
during a specific call):
1. Lift the handset and listen for
dial tone.
2. In California, Texas or Florida,
dial *70. Listen for a confirmation
announcement followed by a dial
tone, then dial the number you want
to call.
Not available
In Washington, Oregon or Indiana,
dial *70 then immediately dial the
number you want to call.
3. When you hang up from your
call, Call Waiting returns to your
phone automatically.
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Phone
Web Portal
To disable Call Waiting for an extended To disable Call Waiting for an extended
period of time: *Available in California, Texas
period of time:
*Available in California, Texas and Florida only.
and Florida only.
Lift the handset and listen for dial tone; 1. Access your Frontier® Business Voice
then dial *44. This disables the Call
Web Portal.
Waiting feature until you reactivate it.
2. Select Settings from the menu.
To reestablish Call Waiting:
3. Click the Call Settings tab.
Lift the handset and listen for dial
tone; then dial *43. You’ll be able to
4. C
lick on Call Waiting.
hear the Call Waiting tone when you
5. Click Turn Off Call Waiting and then
receive calls.
OK. This disables the Call Waiting
feature until you reactivate it.
To reestablish Call Waiting:
1. Access your Frontier Business Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. C
lick 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 Frontier Business Voice and allows you to:
• See the name and phone number of an incoming call on your phone or
Caller ID device. 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:
•S
ome 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.
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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.
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
all calls you make.
17
Phone
Web Portal
To turn on Outgoing Caller ID Block
for all calls you make:
1. Access your Frontier® Business Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. C
lick 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 Frontier Business 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.
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.
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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 Voice Mail
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.
Web Portal
To set up Do Not Disturb:
1. Access your Frontier® Business Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. If you have Voice Mail, calls will
4. Click on Do Not Disturb.
immediately forward to your mailbox.
5. C
lick on a button to:
If you don’t have Voice Mail, callers
a. F
orward ALL Calls to Voice Mail.
will hear a busy signal.
*Washington, Oregon, Indiana will hear a
b. P
lay the system Do Not Disturb
message, “person you called does not have
greeting.
Voice Mail”
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.
6. You can create a list of up to 10
exceptions whose calls you would
like to accept.
7. C
lick on Turn On Do Not Disturb
and click OK.
To turn off
Do Not Disturb:
1. Access your Frontier® Business Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. Click on Do Not Disturb.
5. C
lick on:
• Turn Off Do Not Disturb and click
OK, or
• Change to change the forward
to Voice Mail 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. If you enable this feature online, you cannot
turn it off using *79. Also, when you enable Do Not Disturb using *78 and
don’t have Voice Mail, callers will hear a busy signal.
19
•T
he Do Not Disturb and Simultaneous Ring features are turned off when
you first start your Frontier Business 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.
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
Web Portal
To set up Anonymous Call Rejection:
To set up Incoming Call Block:
1. Access your Frontier® Business Voice
Web Portal.
Dial *77 to activate
To cancel Anonymous Call Rejection:
2. Select Settings from the menu.
Dial *87 to disable
3. Click the Call Settings tab.
Note: Blocking calls from specific
telephone numbers cannot be done on
your phone.
4. Click on Incoming Call Block.
5. C
lick 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.
• Reject calls from Selected numbers.
20
Phone
Web Portal
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.
icon will appear next to the
4. The
phone number in the Recent Calls
log indicating that the number is
now blocked.
21
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 don’t answer the
first number, the system will try the next number. If you have Voice Mail and
the system is unable to locate you at any of the specified numbers, the call
will be transferred to your mailbox.
Note: If the called number is busy, then busy call forwarding rules go
into effect.
Web Portal
To set up Locate Me:
1. Access your Frontier® Business Voice Web Portal.
2. Select Settings from the menu.
3. Click Call Settings.
4. Click the
icon next to Locate Me.
5. E
nter 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 Frontier Business 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.
22
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 colleague’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 Frontier® Business Voice service. You may turn
on either feature.
Web Portal
To set up Simultaneous Ring:
1. Access your Frontier Business Voice Web Portal Select.
2. Select Settings from the menu.
3. Click the Call Settings tab.
4. Click the
icon next to Simultaneous Ring.
5. E
nter 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 Frontier Business Voice Web Portal.
2. Select Settings from the menu.
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.
23
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.
24
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.
25
5 | Voice Mail (Customers in Washington, Oregon and Indiana, please
refer to Appendix C for your feature options.)
Voice Mail is included with your Frontier® Business Voice service and allows
callers to leave messages when your line is busy or you do not answer. You
can retrieve messages by phone or online from your Frontier Business Voice
Web Portal. 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 Voice Mail service, for example,
because you have an answering machine, please call customer service.
5.1 Set Up Your Voice Mail
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 Voice Mail:
1. From your phone, call the Frontier Business Voice Mail 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, enter your telephone number followed by #.
3. Enter your starter passcode, followed by #. Your starter passcode was
provided to you at the time you ordered your Frontier Business 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 also be made using your Web Portal.
Notes:
• If you exit the set up process before completing all the steps, the next time
you call your Voice Mail, 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.
26
5.2 Individual Voice Mail Boxes
California, Texas and Florida
Up to eight users can have their own personal mailboxes. The primary
account owner can create the mailboxes, and then other users 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.
27
Not available
Phone
Web Portal
To set up each new Individual Mailbox:
1. From your phone, call the Frontier®
Business Voice Mail system at
1.844.387.5200 or *86.
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 Voice Mail 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.
2. From the main menu, press 4 for
Personal Options.
3. Press 4 for Individual Mailbox.
4. Press 2 to delete an Individual
Mailbox and follow the prompts.
To delete an Individual Mailbox:
1. Access your Frontier Business Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Voice Mail Settings tab.
4. C
lick on Individual Mailboxes.
5. Click Delete for the mailbox you
want to delete.
6. Click OK.
Note: By deleting a mailbox, you
will lose all messages stored in that
mailbox and they cannot be retrieved.
28
Phone
Web Portal
To retrieve Voice Mail from an
Individual Mailbox:
1. Enter the passcode for the individual
mailbox, followed by #.
To retrieve Voice Mail from an
Individual Mailbox:
1. Access your Frontier® Business Voice
Web Portal.
2. Enter the number of your individual
mailbox (1, 2, 3, etc.).
2. Select Voice Mails 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. C
lick on the message you want
to hear.
Secondary Mailboxes—Washington, Indiana and Oregon
Up to eight users can have their own personal mailboxes. The primary
account owner can create these Secondary Mailboxes, and then other users
can record their own greetings, choose their own passcodes and set up
mailbox options.
Phone
To create a new Secondary Mailbox:
1. From the main menu, press 4 for Mailbox Settings.
2. Press 4 for Group Mailbox Options.
3. Press 3 to add a Secondary Mailbox and follow the prompts.
4. After adding a Secondary mailbox, you will hear, “Your secondary mailbox
has been added.” The new secondary mailbox has been assigned a group
mailbox key (number) and the PIN is (number). Press 1 to repeat this
information as often as needed to record the information. You can press *
to add other secondary mailboxes or press * again to return the main menu.
5. E
ach user must now set up their mailboxes as described in 5.1.
Note: The primary account owner can create up to eight Secondary Mailboxes
in addition to the main/base mailbox number, which is mailbox 0. The temporary
starter passcode for each Secondary Mailbox is assigned by the system. Users
may keep or change this passcode.
29
Phone
To temporarily disable a Secondary Mailbox:
1. When prompted for a passcode, enter the passcode for the main/base mailbox.
2. From the main menu, press 4 for Mailbox Settings.
3. Press 4 for Group Mailbox Options.
4. Press 1 to temporarily disable (or re-enable) a Secondary Mailbox and follow
the prompts.
To permanently delete a Secondary Mailbox:
1. When prompted for a passcode, enter the passcode for the main/base mailbox.
2. From the main menu, press 4 for Mailbox Settings.
3. Press 4 for Group Mailbox Options.
4. Press 1 to delete a Secondary Mailbox and follow the prompts.
30
5.3 Retrieving Your Voice Mail 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.
Phone
To listen to your messages:
1. From your phone dial the Frontier®
Business Voice Mail system at
1.844.387.5200 or *86, OR if you are
in Washington, Oregon or Indiana
dial 1.844.994.4993 or *100.
2. When calling while away, you will
have to enter your mailbox number
(your 10-digit telephone number)
followed by #.
3. Enter your passcode, followed by #.
4. At the Main Menu, press 1 to listen
to your messages.
Web Portal
To listen to your messages:
1. Access your Frontier Business Voice
Web Portal.
2. The Summary page will indicate
a count of the number of new
messages. Click on Voice Mails.
3. Click on the message you would like
to play.
4. Click the Play button next to the
message to begin playback. You
can stop or pause during playback.
After opening a message, you can:
• Call Back the caller.
5. You can press 1 to replay the
message, 2 to save it or 3 to
delete it. (See the menu map in
the Appendix for other options
during and after message
playback.)
Note: If your mailbox is full, you will
hear a notification message. Please
delete unwanted messages.
• View or Add the caller as a Contact.
• Block the Caller.
• Delete the message.
• Forward the message.
• Set up Call Notification from
the Caller.*
Note: Messages are automatically
saved for 30 days unless you delete
them. Voice Mails that are due to expire
icon.
are identified with the
*Call notification is only available in California,
Texas and Florida.
31
Phone
Web Portal
To permanently save Voice Mail
messages:
1. Select the message to open the
playback box.
2. Click Forward.
3. E
nter your email address(es).
You can add a comment to your
email message.
4. Click to read the Disclaimer.
5. Click Send.
6. The Voice Mail message will be
attached as an .mpg file to an
email.
7. You can then save the message
to your PC or other device.
32
5.4 Changing Your Greeting
When Voice Mail 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.)
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 Frontier® Business Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Voice Mail Settings tab.
4. Click on Greeting.
5. S
elect which greeting to play.
6. Click Save to ensure your settings
have been updated.
4. Follow the prompts to record and
save your new greeting(s).
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 Voice Mail 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 Voice Mail
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.
To request a return call, press 6.
To re-record, press .
*
*Available only in California, Texas and Florida.
33
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 Voice Mail Passcode
Phone
Customers in California, Texas
and Florida
1. Call the Frontier Business Voice Mail
system at 1.844.387.5200 or *86
from your phone.
Web Portal
1. Access your Frontier® Business Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Voice Mail Settings tab.
2. If you are calling while away, enter
4. Click on Voice Mail Passcode.
your telephone number followed by #.
5. E
nter your old passcode.
3. Enter your passcode.
6. Enter your new six-digit passcode.
4. At the main menu, press 4 for
7. C
onfirm your new passcode.
Personal Options.
8. Click Save to ensure your new
5. Press 1 for Personal Profile.
passcode has been created.
6. Press 1 to change the passcode
(see note).
7. Enter the new six-digit number
and press #.
8. Press 1 to confirm.
Customers in Washington, Oregon
and Indiana
1. Call 1.844.994.4993 or *100 from
your phone.
2. At the main menu, press 4 for
Mailbox Settings.
3. Press 3 for Security Options.
4. Press 1 to change your Pin (see note).
5. Enter the new six-13 digit number
and press #.
6. Repeat the new Pin entry 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.
34
5.7 Other Mailbox Options—California, Texas and Florida
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 Frontier® Business Voice
Web Portal.
2. Press 1 for Personal Profile.
2. Select Settings from the menu.
3. Press 2 to change Language.
3. Click the Voice Mail Settings tab.
4. Press 1 for English or 2 for Spanish.
4. Click on Telephone Settings.
5. F
ollow the prompts to select full
5. S
elect English or Spanish and male
male, full female, quick male or quick
or female voice.
female prompts.
6. If you want full prompts, click the
Standard prompts box. Otherwise,
Note: If you only want to change the
you will have Quick Prompts.
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 Frontier Business 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 Voice Mail Settings tab.
4. C
lick on Telephone Settings.
5. You can turn on/off envelope
information playing before each
message. Just check/uncheck
35
Phone
Web Portal
Hear the date and time of each
message. You can still hear envelope
information by pressing 6 after
listening to a message.
• Turn Autoplay feature on/off.
• Change the sort order of messages
(oldest to newest or vice versa).
• Hear your caller’s number.
6. C
lick 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 Frontier® Business Voice Mail customers without calling them
directly or ringing their phone. It’s also a convenient way to communicate
with your family’s Individual Mailboxes when there’s something you don’t
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.
•F
uture 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 on the next page).
• 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
36
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 Frontier® Business Voice Mail
customer. If your caller is not also a Frontier Business Voice Mail customer,
you will not have this option.
• Press 5 to send a copy of the message to another Frontier Business
Voice Mail 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 on your phone 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 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 Frontier Business 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 Voice Mail Settings tab.
4. Press 1 for MWI (Audible and Visual
Message Waiting Indicator).
Note: We recommend leaving these
features turned on so that you have
immediate notification of a new
message.
4. C
lick on Voice Mail Notification.
5. Check/uncheck Light message light
and/or change dial tone to stutter
(where available).
6. C
lick on Save and OK.
Note: We recommend leaving
these features turned on so that
you have immediate notification
of a new message.
37
Phone
Web Portal
To turn Special Delivery, Email, Text
and Pager Notification on/off (once
set up using your Web Portal):
1. From the main menu, press 4 for
Personal Options.
To set up and turn on/off
Notification Options:
1. Access your Frontier® Business Voice
Web Portal.
2. Select Settings from the menu.
2. Press 1 for Personal Profile.
3. Click the Voice Mail 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 Voice Mail 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 Voice Mail
attached as a .mpg file to your
email, check Attach Voice Mail.
• 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. C
lick on “Save Settings” and OK.
Notes:
• Although you must create
notification options from the Frontier
Business Voice Web Portal, once they
are set, you may turn the Pager and
Text Notification on/off by phone.
Disclaimer: Voice Mail 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 Frontier Business Voice email feature,
or for messages that are lost or delayed during
transmission.
38
Ring Count Change
You can decide how many times your phone will ring before calls forward to
Voice Mail. Keep in mind your callers could hear one or two additional rings.
Web Portal
1. Access your Frontier® Business Voice Web Portal.
2. Select Settings from the menu.
3. Click the Voice Mail Settings tab.
4. C
lick on Telephone Settings.
5. Choose the number of rings from the drop-down box (one to 10 rings).
6. Click Save.
Voice Mail Screening*
Voice Mail 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 Voice Mail.
Web Portal
To turn on Voice Mail Screening:
1. Access your Frontier Business Voice Web Portal.
2. Select Settings from the menu.
3. Click the Voice Mail Settings tab.
4. C
lick on Voice Mail Screening.
5. Click Turn on Voice Mail 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 Voice Mail 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 Voice Mail.
*Available in California, Texas and Florida only.
39
Wake Up Call and Reminder Messages
You have two options for sending reminders to yourself—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 Wake Up 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.
5.8 Other Mailbox Options—Washington, Oregon and Indiana
Language Options
Language Options allows you to choose the language for the prompts
both you and your callers hear. The default language is English, but you can
select Spanish.
Phone
Web Portal
1. At the Main Menu, press 4 for
Mailbox Settings.
1. Access your Frontier® Business Voice
Web Portal.
2. Press 6 for Additional Settings.
2. Select Settings from the menu.
3. Press 2 to change Language.
3. Click the Voice Mail Settings tab.
4. Press 3 to change Language. Follow 4. Click on Telephone Settings.
the prompts to select your preferred
5. S
elect English or Spanish.
language, and then language callers
will hear if they reach Voice Mail.
6. Click Save to ensure the changes
are accepted.
40
Messaging with Other Users on Your Account
Mailbox to Mailbox Messaging lets you quickly and easily exchange messages
with other Frontier® Business Voice Mail customers without calling them
directly or ringing their phone. It’s also a convenient way to communicate
with your colleagues when there’s something you don’t 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 the following delivery options:
• Private—prevents the message from being copied to another mailbox.
•R
eport on Read—notifies you with a message in your mailbox when your
message is delivered to the recipient(s).
• Report on Read—notifies you with a message in your mailbox when the
recipient(s) listen(s) 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)’ phone number(s), or a Group List number
(see Group Lists on the next page).
• Record your message and press #.
3. Press # to send your message, or press 1 to hear delivery options:
1 Review message
2 Mark as Urgent
3 Mark as Private
4 Re-record message
5 Report on delivery
6 Report on read
7 Add or remove recipient
8 Send as is
* Exit
41
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 Frontier® Business Voice Mail
customer. If your caller is not also a Frontier Business Voice Mail customer,
you will not have this option.
• Press 5 to send a copy of the message to another Frontier Business
Voice Mail 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 Mailbox Settings.
2. Press 1 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 on your phone 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.
42
Phone
Web Portal
To turn Message Waiting Indicator
(MWI) on/off:
1. From the main menu, press 4 for
Mailbox Settings.
To turn Message Waiting Indicator
(MWI) on or off:
1. Access your Frontier Business Voice
Web Portal.
2. Press 5 for Notification Options.
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 Voice Mail Settings tab.
4. Press 1 for MWI (Audible and Visual
Message Waiting Indicator) setting.
Press 3 for email notifications
setting.
Note: We recommend leaving these
features turned on so that you have
immediate notification of a new
message.
4. C
lick on Voice Mail Notification.
5. Check/uncheck Light message light
and/or change dial tone to stutter
(where available).
6. C
lick on Save and OK.
Note: We recommend leaving
these features turned on so that
you have immediate notification of
a new message.
Email Notification must be set up using
the online Web Portal. 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.
To set up and turn on/off
Notification Options:
1. Access your Frontier® Business Voice
Web Portal.
2. Select Settings from the menu.
3. Click the Voice Mail Settings tab.
4. Click on Voice Mail Notification.
5. Check the box to Send to Email,
and enter your email address.
6. Click on Save.
Note: Although you must create Email
Notification from the Frontier Business
Voice Web Portal, once it is set, you
may turn the Email Notification on/off
by phone.
Disclaimer: Voice Mail 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 Frontier Business Voice email feature,
or for messages that are lost or delayed during
transmission.
43
Ring Count Change
You can decide how many times your phone will ring before calls forward to
Voice Mail. Keep in mind your callers could hear one or two additional rings.
Web Portal
1. Access your Frontier® Business Voice Web Portal.
2. Select Settings from the menu.
3. Click the Voice Mail Settings tab.
4. C
lick on Telephone Settings.
5. Choose the number of rings from the drop-down box (one to 10 rings).
6. Click Save.
Reminder Messages
Reminder Messages can be set up for one-time, daily, weekday, weekend or
a specific day reminder.
Phone
To set up a Reminder Message:
1. From the main menu, press 5 for Reminders.
2. To set up the reminder:
• Press 1 to add a new Reminder Message.
3. Follow the prompts to set up the schedule for your reminder and to record
Reminder Messages.
4. Press 1 to confirm. Then:
• Press 1 for a one-time reminder.
• Press 2 for a weekday recurring reminder.
• Press 3 for an everyday recurring reminder.
And follow the prompts to set up the schedule accordingly.
44
6 | More Frontier Business Voice Options
6.1 Frontier Pages Business Search
Frontier® Business Voice allows you to easily search for a business listing
using your Web Portal.
Web Portal
To search for a business:
1. Access your Frontier Business Voice Web Portal.
2. Click the Frontier Pages link at the top of the page.
FrontierPages Home Page.
45
6.2 Contacts
Frontier® Business Voice provides you with an online Contacts directory to
save frequently called contacts.
Web Portal
To add a Contact:
1. Access your Frontier Business Voice Web Portal.
2. Select Contacts from the menu.
3. Click Add (or Add Contacts Now if there are no records at all).
4. E
nter the information and click Save.
To add or edit a Contact from the Call Logs or Voice Mails:
1. Access your Frontier Business Voice Web Portal.
2. Click Recent Calls or Voice Mails on the Summary screen.
3. Click on any telephone number from your list of calls or Voice Mails.
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 Frontier Business 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 Frontier Business Voice Web Portal by Time Zone.
Web Portal
To change your Time Zone:
1. Access your Frontier Business 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 Voice Mail
Logs based on the Time Zone you selected.
46
6.4 Back-up Number
Frontier® Business 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 Frontier Business Voice Web Portal.
2. Select Settings from the menu.
3. Select Account Settings.
4. C
lick 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 Frontier Business Voice Web Portal.
2. Select Settings from the menu.
3. Select Account Settings.
4. C
lick 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 Frontier Business Voice, all you need to do to send or receive a fax
is make sure your fax machine is plugged into a telephone outlet. Dial out
as you normally would to make a call and your fax will be sent.
47
Appendix A
Frequently Asked Questions
General Product
1. What is Frontier® Business Voice?
Frontier Business 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. Frontier Business 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, Voice Mail and features through your phone,
an online Web Portal and mobile device.
2. What are some primary differences between Frontier Business Voice and
traditional voice service?
Frontier Business 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 Frontier Business Voice Web Portal
also allows you to access your Voice Mail messages through any computer
with Internet access or mobile device.
IMPORTANT: Unlike traditional phone service, your Frontier Business Voice
service requires electrical power to function. In the event of a power outage,
your Frontier Business Voice service will not function, unless you have the
Battery Back-up Unit (BBU), which will power your basic Frontier Business
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 security
system is currently using a jack in your facility, those same jacks can be used
for Frontier Business 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 Frontier Business Voice Web Portal online?
You can access the Frontier Business Voice Web Portal by logging on at
www.Frontier.com with your Frontier ID and password.
4. With Frontier Business Voice, can I talk on the phone and use my
computer at the same time?
Yes, your Frontier Business Voice service will work even if you are
simultaneously accessing the Internet with your FiOS Data service. Therefore,
48
surfing the Internet, streaming music or video will not affect your ability to
make and receive calls at the same time.
5. Can I use a toll-free number to manage my Frontier® Business Voice
features?
You can use a toll-free number (1.844.387.5200 or *86 from your phone if
you are in California, Texas or Florida, OR or 1.844.994.4993 or *100 if you
are in Washington, Oregon or Indiana) to access and retrieve Voice Mail
messages.
6. What features are included with Frontier Business Voice plans?
All Frontier Business Voice calling plans include the following calling features
at no additional cost:
• Anonymous Call Rejection
• International Call Block
• Back-up Number
• Locate Me
• Call Forwarding
• Place a Call
• Call Logs
• Selective Call Forwarding
• Call Notification
• Simultaneous Ring
• Call Return
• Speed Dial
• Call Waiting with Caller ID
• Three-Way Calling
• Caller ID Name and Number
• Voice Mail
• Do Not Disturb
• Voice Mail Screening*
• Incoming Call Block
• Wake Up and Reminder
Messages*
• Individual Contacts Directory
*Available in California, Texas and Florida only.
7. What other features are available with Frontier Business Voice plans?
The following features are also available with Frontier Business Voice for an
additional fee:
• Special phone numbers such as 211, 311, 411, etc.
• International Calling.
8. Does Frontier Business Voice support TTY (Text Telephone Relay) for the
deaf and hard-of-hearing?
Yes, Frontier Business Voice supports TTY services.
49
Troubleshooting
1. If I lose power or have a broadband outage, will I still be able to use
Frontier Business Voice?
In the event of a power outage, your Frontier Business Voice will not function
unless you have a Battery Back-up Unit (BBU), which can power your basic
Frontier Business 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).
2. What if my Frontier® Business Voice calls are being directly routed
to Voice Mail?
Go to your Frontier Business Voice Web Portal and check to see if any of
the following features have been enabled, which could forward calls directly
to your Voice Mail:
• Call Forwarding to the Voice Mail access number
• Do Not Disturb is set to send callers to Voice Mail
If you are still experiencing problems, please call Frontier Business Voice
Customer Service at 1.800.921.8102.
3. What if I have no dial tone on my phone connected to Frontier Business
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.
• If you are still experiencing problems, please call Frontier Business Voice
Customer Service at 1.800.921.8102.
4. What if my phone connected to Frontier Business 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 Frontier Business Voice Web Portal. If you are still
experiencing problems, please call Frontier Business Voice Customer Service
at 1.800.921.8102.
5. Why am I getting a fast busy signal on my phone connected to Frontier
Business Voice service?
If you’re experiencing a fast busy signal on your phone, please call Frontier
Business Voice Customer Service at 1.800.921.8102.
50
Appendix B
Voice Mail 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
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
* Re-record
Rewind to
Message
Pause
9
Fast Forward
Five Seconds
Schedule Weekday
1 Wake Up Call
Schedule Weekend
2 Wake Up Call
Fast Forward to
Review Wake
99 End of Message
0
Softer
*
Exit Messaging
#
Next Message
2
Schedule
Reminder
Wake Up Menu
77 Beginning of
8
Schedule
Wake Up
3 Up Call
* Previous Menu
Reminder Message Menu
Schedule One-Time
1 Reminder
Post Playback
Function Menu
Schedule Daily
1
Repeat
2 Reminder
2
Save
3 Reminder
3
Delete
5
Forward Message
6
Envelope (Date,
Time and Sender)
7
Mark as New
6 Messages
8
Return Call
* Previous Menu
*
Exit Messaging
0
Hear Menu
Schedule Week Day
Schedule Weekend
4 Reminder
Schedule Reminder
5 of Specific Day
Review Reminder
If last message played:
1
Save Deleted
Message
2
Main Menu
To access this menu, dial *86 from your handset.
51
Appendix B
Voice Mail Menu Map for California, Texas
and Florida Users page 2
6
4
0
Log in to Another
Mailbox
Personal Options
Global MENU HELP
(On All Menus)
*
Access Another
Mailbox (Not Voiced)
Personal Options
1
2
Personal
Profile
3
Greetings
Personal Profile
Change
1 Name Recording
Change
2 Busy Greeting
2 Language
Notification
Previous
* Menu
Individual
Mailbox
5
*
Message
Preferences
Previous
Menu
Greetings
1 Passcode
3 Options
4
Group Lists
Group Lists
3 Personal Greeting
1 Create
Extended
4 Absence Greeting
2 Change
5 Caller Invitation
3 Delete
* Previous Menu
Previous
* Menu
Individual
Mailbox
1 Create
2 Delete
Previous
* Menu
Language Select
Personal Greeting
Select
Message
Preferences
1 English
1 Personal Greeting
1 Envelope
2 Spanish
System Greeting
2 “Name”
2 Autoplay
Previous
* Menu
System Greeting
3 “Number”
System Greeting
4 w/o “Number” or
“Name”
Notification
Option
3 Email
3 Sort Order
Hear Caller’s
4 Number
Previous
* Menu
* Previous Menu
Previous
* Menu
Email Notification
Option
Urgent
2 Messages
Only
Disable
3 Notification
Previous
* Menu
To access this menu, dial *86 from your handset.
52
Appendix C
Voice Mail Menu Map for Washington,
Oregon and Indiana Users
1
2
3
Review Messages
Listen to Message
Send Message
Work with
Greetings Menu
0
Hear Message
1
Enter phone or
Group List number,
then #
Greeting Options
Menu
Help
Helpful Hints
# Next Hint
*
Return to Main
Menu
1
Replay from
Start Menu
1
3
4
5
22
#
Repeat
1
2
3
4
5
6
Delete
Reply
Send a Copy
Save as New
Leave as
Saved
Review Message
1 Personal Greeting
Mark as Urgent
2 Absence
Mark as Private
Re-record Message
Report on Delivery
3 Skip Pin Feature
* Exit
Group Mailbox
Options
1
Enable
Secondary
Mailboxes
2
Disable
Secondary
Mailboxes
Add Secondary
3 Mailboxes
5
Include/Exclude
Sub Mailboxes
from your new
Summary
7
Switch Account
Name Recording
5 Busy Greetings
7 Recipient
Add or Remove
6 Hours Greeting
# Send as is
* Exit
9 to Voice Mail
Out-of-Office
Forward All Calls
Greeting
* Exit
1 Change Pin
Fast Login
Sys-Gen
3 Greetings and
Report on Read
Security
Options
2 Feature
Extended
4
5
Mailbox Settings
Reminders
Mailbox Settings
Menu
Reminders Menu
1 Group Lists
Hands-free
1 Disable Settings
2 Add New Reminder
Options
3 Reminders Settings
2 and Time-saver
One-Time
4 Reminder Settings
Group Mailbox
Options
* Exit
Notification
5 Options
6
Hear Messages
1 Repeat
2 Restore
Permanently
3 Delete
Additional
Settings
Additional Settings
Advanced Call
Review Operator
7 Feature Options
1 Number Settings
* Exit
4 Reply
5 Send a Copy
# Next Message
3 Language Selection
4 Broadcast Options
Enter phone
number, then
# or * if error
Common Keys
Cancel Input or Move 0 Helpful Hints
* Up a Level
# End Input or Move
8 Pause/Resume
Forward in a List
1
Erased Messages
Recurring
3 Security Options
4
6
Review Deleted
Message
Define Default Fax
5 Number
* Exit
53
To access this menu, dial *100 from your
telephone Or dial 1.844.994.4993 and
enter your phone number and passcode.
Appendix D
Telephone Star Code Reference Chart
Frontier® Business Voice Feature
Telephone Access Code
Enable
Disable
*77
*87
Call Forwarding
*72
*73
Call Return
*69
Anonymous Call Reject
Call Trace
*57
Call Waiting (California, Texas & Florida only)
*43
*44
Call Waiting Disable per Call
*70
*Do Not Disturb (see note below)
*78
*79
Outgoing Caller ID Block per Call
*67
*82
To enable:
—California, Texas, Florida *75
—Washington, Oregon, Indiana
*74 or *75
To use Speed dial, dial number and #
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.
54
Contact Information
HELP BY PHONE
FiOS® Repair/Support 1.877.600.1511
Customer Service/Billing 1.800.921.8102
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.
00893_F_BizVoice_UG_0517
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