Digital Phone @ Home Tutorial

Digital Phone @ Home Tutorial
Digital Phone @ Home
Tutorial
2
Table of Contents
Quick Start Guide .............................................................................. 4
Making Phone Calls ........................................................................... 5
Voicemail Setup................................................................................. 6
Setup instructions: ................................................................................... 6
To Check Messages: ................................................................................. 6
Quick Key Reference: ............................................................................... 6
Customer Portal Overview................................................................. 8
To Access the Customer Portal: ................................................................ 8
To Access Account Information: ............................................................... 8
To Access Invoices: .................................................................................. 9
To Access Payments: ...............................................................................10
To Make a Payment: ................................................................................10
To Access Services: .................................................................................14
To Change your User ID or Password: .....................................................15
Having Trouble? ......................................................................................16
Digital Phone Dashboard ................................................................. 18
Overview.................................................................................................18
Dashboard...............................................................................................18
Messages..............................................................................................19
Missed Calls..........................................................................................19
Contacts ...............................................................................................20
Settings ................................................................................................20
Messages & Calls .....................................................................................20
Messages..............................................................................................21
The Voicemail Player ............................................................................21
Forwarding Voicemails as E-mails.........................................................22
Call Lists...............................................................................................22
Contacts ..................................................................................................23
Contact List ..........................................................................................23
Speed Dials...........................................................................................23
Call Manager ...........................................................................................23
Summary ..............................................................................................23
Forwarding ...........................................................................................24
Follow Me .............................................................................................24
Screening .............................................................................................24
Reminders...............................................................................................25
Settings...................................................................................................25
Security ................................................................................................25
Blocking ...............................................................................................26
Preferences ..........................................................................................26
Messaging ............................................................................................27
Group Mailbox ......................................................................................30
Standard Features ........................................................................... 32
Speed Dial ...............................................................................................32
Immediate Call Forwarding .....................................................................33
Busy Call Forwarding...............................................................................34
No Answer Call Forwarding .....................................................................35
Selective Call Forwarding ........................................................................36
Find Me Follow Me ...................................................................................38
Caller ID with Name/Number ..................................................................43
Caller ID Name/Number Block ................................................................44
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Call Return ..............................................................................................45
Selective Call Rejection ...........................................................................45
Anonymous Call Rejection .......................................................................47
Do Not Disturb ........................................................................................48
Selective Call Acceptance ........................................................................49
Call Reminder..........................................................................................51
3-Way Calling ..........................................................................................52
Call Waiting with Caller ID ......................................................................53
Call Waiting Cancel..................................................................................53
Call Barring .............................................................................................53
Additional Features ......................................................................... 55
Last Caller ID Erasure..............................................................................55
Call Hold..................................................................................................55
Emergency 911 Information ............................................................ 56
Frequently Asked Questions ............................................................ 57
General FAQs ..........................................................................................57
Q: What do I need to get Digital Phone @ Home service? ......................57
Q: How does Digital Phone service work? .............................................57
Q: What is a phone adapter? .................................................................57
Q: Will my Digital Phone @ Home service work through the phone jacks
in my house? ........................................................................................57
Q: Is Digital Phone @ Home difficult to install? .....................................57
Q: What do I do if I need help with installing my Digital Phone @ Home?
............................................................................................................57
Q: Can I keep my existing number? ......................................................57
Q: How long will it take to transfer my phone number?.........................57
Q: Should I call my current local phone company to cancel my service? 58
Q: Can I use my current telephone with Digital Phone @ Home? ...........58
Q: What should I do if I move? .............................................................58
Features FAQs .........................................................................................58
Q: What is my Call Services PIN? ..........................................................58
Billing FAQs.............................................................................................58
Q: How will I receive my bill? ...............................................................58
Q: What is the Compliance Cost Recovery Fee? .....................................59
Q: Which international countries are included in the Digital Phone @
Home Unlimited Plus plan? ...................................................................59
Q: Does the unlimited international calling in the Digital Phone @ Home
Unlimited Plus plan include calling to international mobile phones or
international “special” numbers?..........................................................59
Q: Why is my first bill more than I expected?........................................59
Service FAQs ...........................................................................................60
Q: Can I use Digital Phone @ Home service with my home alarm system?
............................................................................................................60
Q: My phone isn’t working. What should I do? ......................................60
Q: Will my Digital Phone @ Home service work for emergency calls? ....60
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Quick Start Guide
These are instructions for installing your PowerNet Global® Phone Adapter.
1. Unplug power cable from your broadband modem.
2. Connect the Ethernet cable (included with your Phone Adapter) to the
Cable/DSL modem’s Ethernet port and the WAN port on the Phone Adapter.
3. Connect the Ethernet cable from the LAN port on the Phone Adapter, to the
Ethernet port on the computer (or router if you have more than one
computer).
4. Connect a telephone to the PHONE 1 port of the Phone Adapter using the
standard phone cord that is included with your Phone Adapter.
Please note: Do not plug your telephone into the wall phone jack. Plug it only into
the Phone Adapter.
5. Connect the appropriate Power cable to the Cable/DSL modem.
6. Wait about two minutes for the Cable/DSL modem to boot up before
continuing.
7. Connect the Power Cable, provided with the Phone Adapter, to the 12V DC
port on the Phone Adapter.
8. Once the Phone Adapter's VoIP light is solid green, the Phone Adapter is
ready to use.
9. Pick up your telephone receiver and listen for a dial tone.
If you have any trouble installing your PowerNet Global® Phone Adapter,
call us at
1-866-813-1653 and we’ll walk you through it.
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Making Phone Calls
Here are some quick instructions for making local and long distance calls from your
PowerNet Global® phone.
•
•
Dialing for Local calls:
o For numbers within your own area code, you need only dial the 7 digit
number. Example: 555-1212.
o For numbers with a different area code, even if they are local, you will
need to dial 1 + the area code and 7 digit phone number. Example: 1513-555-1212.
Dialing for Long distance calls: For all long distance calls, you must dial 1 +
the area code and 7 digit phone number. Example: 1-513-555-1212.
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Voicemail Setup
Before you can take advantage of PowerNet Global® Voicemail services, you will need
to set up your account. Review the step by step instructions below.
Setup instructions:
1. From your telephone, dial *86 (You can also call 877-490-3589 from another
phone).
2. Enter your PIN (the last for digits of your phone number).
3. Listen and follow the simple instructions to create a new PIN.
4. You will be prompted to record your name.
a. Record your name and press # when finished.
b. An announcement plays your recording back to you.
• If you want to re-record it, press 1.
• If you want to keep it, press #.
5. You will be prompted to record a greeting.
a. To record your own personal greeting press 1. Record your greeting
and press # when you’re finished.
b. To use a greeting that announces your recorded name only, press 2.
c. To use a greeting that announces your phone number only, press 3.
d. To use a greeting that does not announce your name or phone
number, press 4.
• You will hear your chosen announcement played back, if you are
want to keep it press #, to record or select another greeting press 1.
6. Your voicemail and greeting system is now set up and complete!
To Check Messages:
The following step by step instructions will explain to you how to retrieve your
voicemail messages.
1. Dial *86 or your own number from your PowerNet Global® phone, or 877490-3589 from another phone to get into the voicemail system.
2. Enter your PIN number when prompted.
3. To listen to your messages press 1.
4. To record a new message for another PowerNet Global® customer, press 2.
5. To work with your greetings press 3.
6. To change your mailbox settings press 4.
7. To manage your Reminders settings press 5.
8. To manage any erased messages press 6.
9. To listen to helpful hints press 0.
10. To end the call hang up, or press *.
Quick Key Reference:
The following keys are shortcuts that can be used when navigating through any
menu in your voicemail box.
1 – Will play your message from the beginning.
2 – Will save your message and go to the next.
3 – Will erase your message.
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4 – Will reply to your message.
5 – Will forward your message.
6 – Increases your volume.
7 – Slows down the playback of the message.
8 – Pauses for 30 seconds.
9 – Speeds up playback of the message.
0 – Plays helpful hints.
66 – Gives details about the date and time of the message.
77 – Skips back 5 seconds.
99 – Skips forward 9 seconds.
* - Takes you back 1 step.
# - Moves you forward to the next step.
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Customer Portal Overview
To Access the Customer Portal:
1. Go to http://portal.pngcom.com.
2. Enter your Username and Password (these were provided in your welcome
email).
3. Your Home screen of the Customer Portal will look like this:
To Access Account Information:
1. Locate the “Account Information” box in the upper left hand section.
2. Click on “View Account” to update account information (this section will allow
you to update contact information or billing information).
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To Access Invoices:
1. Locate “My Invoices” in the center of the Home page - this will display all
invoices in the account. Then click on the Invoice ID of the particular invoice
you would like to see.
2. Click on the invoice ID to see a printable copy of the invoice details.
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This will display the invoice details:
To Access Payments:
1. Locate “Make Payments” in the center of the Home page – this displays all
payments made on the account.
2. Click on the date of the payment to see the payment details.
To Make a Payment:
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1. Locate “Make Payment” under the tab Billing & Payment.
2. Or click on the “Pay Now” icon.
3. Payments can be made by credit card or ACH (online check).
a. Making a credit card payment:
i. Click on the button next to “Credit Card” and click Next.
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ii. Enter in your credit card information and click Submit.
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b. Making an ACH (online check) payment:
i. Click on the button next to “ACH” and click Next.
ii. Enter your bank account information and click Submit.
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To Access Services:
1. Locate “My Services” in the center of the Home page – this displays all
services on the account.
2. Or Locate “View Services” in the upper left hand box.
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3. This will launch the Dashboard for access to your digital phone features. Refer
to the Digital Phone Dashboard section of this manual for information on how
to use this section of the Customer Portal.
To Change your User ID or Password:
Please note: These instructions are for changing your username and
password for the Customer Portal, NOT your Voicemail.
1. Locate “Change User ID/Password under the tab “Account Profile”.
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2. Select the information you want to change and click Submit.
Having Trouble?
1. Locate “Troubleshooting” under the tab Products & Services.
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2. Under “My eHelp” you can ask a specific question or find frequently asked
questions that may help you. You can also check on the status of questions which
you have asked that are outstanding.
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Digital Phone Dashboard
Overview
The Digital Phone @ Home Dashboard is a tool within the PowerNet Global®
Customer Portal which you can use to enable and disable your features, make
changes to your features, and check Voicemail messages. This section will walk you
through the different functions that are offered and give instructions on how to use
them.
Dashboard
The Dashboard provides a quick view of the most common functions you can perform
at a glance.
•
A count of voicemail messages in your mailbox, with an indication of how many
are new.
•
Your contact list, for quick access to names and telephone numbers.
•
A list of missed calls.
•
A summary of the current settings for frequently-used call services.
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Messages
The Messages section provides an instant check of whether there are any new
(unheard) voicemail messages in your mailbox, and also displays the total
number of voice messages currently in your mailbox (new and old). A single
click on the voice messages link takes you to the Messages and Calls section
for access to all these messages.
Missed Calls
The Dashboard shows a list of the most recent missed calls on your phone.
•
If the missed caller's number matches an entry in the contact list, the
caller is shown by name, with an image showing whether the matched
number is the caller's home, office or mobile number. Clicking on this
name takes you to the appropriate entry in the contact list.
•
The caller’s name will also be shown if it was available from Caller ID.
•
If the caller has withheld their identity, the caller's name/number will
be displayed as "unknown".
•
The entry also shows the date and time of the call.
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Contacts
The Dashboard provides quick access to your Contact List – the address book
which you can use to save names and telephone numbers of friends and
family. For each contact, you will see the person’s name, organization name,
and up to three different telephone numbers (home, office and mobile). For
more information on Contacts, see the Contacts section below.
Settings
The settings feature is a snapshot of the call features that you have active.
Clicking on them will take you to that feature directly within the dashboard.
Messages & Calls
The Messages and Calls tab provides access to:
•
•
voicemail and fax messages
Lists of calls made, received and missed.
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Messages
All of your voicemail messages are displayed in a list. Using this display, you
can:
•
•
•
•
•
Click on a message to listen to it.
See whether a message has already been heard, a message is urgent,
or is private.
Mark a message as heard or new.
Delete messages.
Save a message to your own computer.
The Voicemail Player
If you click on a message to listen to it, the Voicemail Player will open.
You can see information about the message and can listen to the message by
pressing the play button. You can also adjust volume as well as move to
previous or next messages.
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Forwarding Voicemails as E-mails
The Voicemail forwarding pop-up will appear when you select the Forward as
an E-mail menu option after clicking on the dropdown menu alongside a
selected voicemail.
You can type in the email address you want to forward the message to in the
appropriate spot and click Send.
Call Lists
Call lists record activity on your telephone line. Whenever you make a call,
receive a call, or miss a call, the details of the call are recorded and displayed
in the Digital Phone Dashboard.
The figure below shows the Missed Calls display. The Dialed Calls and
received Calls displays are similar, but also include the duration of each call.
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Contacts
Contact List
The Contact lists allow you to save names and telephone numbers of friends
and family (such as home, office and cell phone numbers), in addition to
saving postal addresses and email addresses.
Speed Dials
This section allows you to configure your Speed Dial calling feature in your
Customer Portal. Refer to the Standard Features section of this manual for
more information.
Call Manager
Summary
This section gives you a quick view of how your calls are handled. This allows
you to check at a glance that the settings are correct. You can then make
changes to each specific feature in the appropriate tabs.
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Forwarding
This section describes the features you can use to manage your Call
Forwarding services. Refer to the Standard Features section of this manual to
learn more about the Call Forwarding features offered with your service.
•
Immediate: Forwards all incoming calls on to an alternative number,
without ringing your phone first.
•
Busy/No Answer: Forwards all incoming calls to an alternative
number if your phone is busy or if you do not answer.
•
Selected Callers: Allows you to set up a list of 10 numbers which will
automatically be forwarded to an alternate number.
•
Forwarding Destinations: Using this page you can store numbers
that you frequently forward calls to, and give them friendly names.
Once you have done this you can select from named destinations
instead of typing in telephone numbers each time you configure your
other services.
Follow Me
This section allows you to manage your Find Me Follow Me feature. Refer to
the Standard Features section for more information on this feature.
Screening
•
Selective Acceptance: When enabled, this service rejects calls from
everybody except specific callers. Rejected callers hear an
announcement telling them that you do not wish to take their call.
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•
Selective Rejection: When enabled, this service rejects calls from
specific callers. Rejected callers hear an announcement telling them
that you do not wish to take their call.
•
Anonymous Rejection: When enabled, this service rejects calls from
callers who withhold their caller ID. Rejected callers hear an
announcement telling them that you do not wish to take their call.
For information on how to manage all of these features, refer to the Standard
Features section of this manual.
Reminders
This section allows you to manage your Call Reminder feature. Refer to the
Standard Features section of this manual for instructions on how to set up
Call Reminders.
Settings
The Settings tab provides access to change security options (password and
PIN), forwarding preferences, and messaging options.
Security
Change Voicemail Password: This section allows you to change the
password used to access your Voicemail box. Simply enter the new password
in the “Password” field, enter it once again to confirm that you have entered
the correct password, and click Change Password. Your password will be
updated immediately.
Change PIN: Some of your call services (features) require that a 4 digit PIN
be entered when making changes in order to confirm that the person making
the change is authorized to do so. We automatically default this PIN to the
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last 4 digits of your phone number. We recommend that you change your
PIN as soon as you receive your Phone Adapter to something that no one else
will know. You can use your Customer Portal to change this PIN; simply enter
the 4 digit number you would like here and click Change. The change will be
effective immediately.
Blocking
This section allows you to manage your Call Barring feature. Refer to the
Standard Features section to learn more about this feature and how to
manage it.
Preferences
This tab provides access to a number of settings that you are unlikely to need
to change on a regular basis.
No changes that you make on this page will be applied until you press the
Apply button at the bottom righthand side of the page.
Forwarding Preferences
When you are using your phone, and enter the phone access code to turn on
forwarding services, you can either allow the service to use the preconfigured
number, or to require you to enter the phone number you want to forward to.
This set of preferences allows you to select which of your subscribed to
services will require entry of the number each time, and which will just use
the preconfigured number.
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Voicemail Preferences
This allows you to set the time in seconds that your phone rings before the
call is sent to voicemail. The acceptable range is from zero to 60 seconds.
Caller ID Preferences
Your caller ID is normally presented to the person you are calling when you
make a call. If you would like us to withhold your caller ID information, then
click the checkbox next to “Withold my caller ID when making calls”. You can
also dial *67 before each call to withhold your caller ID for a spefic call, but
doing it through your Customer Portal will withhold it for all calls. See the
Standard Features section of this manual for more information on the Caller
ID Blocking feature.
Messaging
This section allows you to manage your Voicemail settings.
Settings
The Settings tab, shown below, allows you to change the general settings for
your account.
You can use the Settings tab to change a number of options.
•
You can configure the Time zone that your account uses by
selecting it from a drop-down menu.
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•
You can configure auto-forwarding for all voicemail messages to
a specified email address by:
o
o
o
•
Clicking on the checkbox to turn this feature on.
Type in the email address to forward the messages to or
choose an email address in the drop down list, which is
populated from your saved Contacts.
You can also decide whether to leave a copy of the
forwarded message in your inbox.
You can also set the name that the system uses as the “From”
name.
Mailbox
•
Mailbox Settings: This section allows you to change options like
whether to skip the PIN when signing into your Voicemail, whether to
use the Fast Login or not, and how messages should be played back.
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MWI (Message Waiting Indicator)
This section allows you to set up phone numbers where a Voicemail message
waiting indicator will be sent, causing the phone’s message light to blink.
Greetings
You can use this tab to:
•
Select your default greeting.
•
use the Greeting Recorder to record your spoken name and other
voicemail greetings selected from a dropdown box, for example
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greetings to be used after hours or if you will be gone for an extended
period of time.
Group Mailbox
You can use this tab to add additional sub-mailboxes to your Voicemail box.
This will allow callers to use a menu to select which caller they would like to
leave a message for.
To set up a new secondary mailbox:
•
Click “New Mailbox”.
•
Check the checkbox next to “Enable this secondary mailbox” to
activate the mailbox.
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•
Enter the first and last name to be announced by the Voicemail
greeting.
•
Enter the 4 digit PIN to be used to access this VoiceMail box.
•
Click Add to save the new mailbox.
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Standard Features
Speed Dial
Description: Allows one-digit or two-digit codes to be used as shortcuts for
selected phone numbers. You dial the code and this is interpreted as if you
had dialed the phone number to which the short code maps.
Configuration Instructions using your phone:
To set up a speed dial code:
•
•
•
•
Dial *74 to set up a one-digit speed dial code.
Dial *75 to set up a two-digit speed dial code.
Immediately after the access code (*74 or *75) dial the speed dial
code, followed immediately by the number to which the short code
maps.
A confirm tone is played to let you know that the code was set up
successfully.
Configuration Instructions using your Customer Portal:
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Contacts.
•
Click on Speed Dials.
•
Under New Speed Dial, select the speed dial code, enter the phone
number to be dialed, and then click Add.
•
Click Apply to save your speed dials.
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Dialing Instructions: To use Speed Dial, dial the speed dial code and then
either dial # or wait four seconds.
Immediate Call Forwarding
Description: Forwards all incoming calls on to an alternative number,
without ringing your phone first.
Configuration Instructions using your phone:
•
•
To enable, dial *72 immediately followed by the number to forward to.
Wait for the confirm tone to confirm that Call Forwarding was
successfully enabled.
To disable, dial *73.
Configuration Instructions using your Customer Portal:
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
•
In the Digital Phone Dashboard, select Call Manager.
•
Click on the Forwarding tab.
•
Under Immediately, check the box next to “Forward calls
immediately.” It should then tell you “This service is currently
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ACTIVE.”
•
In the box under “Forward calls to:” enter the phone number that you
wish all of your calls to be immediately forwarded to, and then click
Apply.
Busy Call Forwarding
Description: Forwards all incoming calls to an alternative number if your
phone is busy.
Configuration Instructions using your phone:
•
•
To enable, dial *90 immediately followed by the number to forward to.
Wait for the confirm tone to confirm that Call Forwarding was
successfully enabled.
To disable, dial *91.
Configuration Instructions using your Customer Portal:
•
•
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Call Manager.
Click on the Forwarding tab.
Click on Busy/No Answer.
•
Under Busy/No Answer, there are two sections: Forward calls when no
answer and Forward calls when busy. Under Forward calls when busy,
check the box next to “Forward calls immediately if your line is busy.”
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It should then tell you “This service is currently ACTIVE.”
•
In the box under “Forward calls to:” enter the phone number that you
wish all of your calls to be immediately forwarded to when your line is
busy, and then click Apply.
No Answer Call Forwarding
Description: Forwards all incoming calls on to an alternative number if there
is no answer at your phone.
Configuration Instructions using your phone:
•
•
To enable, dial *92 immediately followed by the number to forward to.
Wait for the confirm tone to confirm that Call Forwarding was
successfully enabled.
To disable, dial *93.
Configuration Instructions using your Customer Portal:
•
•
•
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Call Manager.
Click on the Forwarding tab.
Click on Busy/No Answer.
Under Busy/No Answer, there are two sections: Forward calls when no
answer and Forward calls when busy. Under Forward calls when no
answer, check the box next to “Forward calls if you do not answer.” It
should then tell you “This service is currently ACTIVE.”
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•
In the box under “Forward calls to:” enter the phone number that you
wish all of your calls to be forwarded to when you do not answer, and
then click Apply.
Selective Call Forwarding
Description: Allows you to set up a list of 10 numbers which will
automatically be forwarded to an alternate number.
Configuration Instructions using your phone: Dial *63 to configure this
feature. An announcement will tell you whether this feature is currently
enabled or disabled. The prompts will give you the following options which
you can use to manage this feature:
•
•
•
•
•
•
•
Dial 0 to hear the main instruction menu.
Dial 3 to turn this feature on or off.
Dial # to add a number to the list, then 01 to add the last calling
number to the list.
Dial 1 to review the list of numbers, then 07 to delete an individual
number from the list.
Dial * to delete an individual number from the list.
Dial 08 to delete all the numbers on the list.
Dial 09 to delete only the anonymous entries on the list.
Configuration Instructions using your Customer Portal:
•
•
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Call Manager.
Click on the Forwarding tab.
Click on Selected Callers.
•
Under Selected Callers, check the box next to “Forward calls
immediately if they are from selected callers.” It should then tell you
“This service is currently ACTIVE.”
•
In the box under “Forward calls to:” enter the phone number that you
wish the selected calls to be immediately forwarded to.
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•
Under Call to Forward, click Edit List.
•
Enter the number and click Add New. Continue this step until you have
finished adding all of the selected callers.
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•
When you are finished adding all the selected callers, click OK.
•
Click Apply to save your configuration.
Find Me Follow Me
Description: Allows you to set up additional numbers that will be rung
instead of or as well as your own number, any of which can answer the call.
Configuration Instructions using your phone:
•
•
To enable, dial *46.
To disable, dial *47.
To configure the list of numbers to be called and the order in which to call
them, you must use the Customer Portal.
Configuration Instructions using your Customer Portal:
•
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Call Manager.
Click on the Follow Me tab.
•
Check the box next to “Forward calls you receive to one or more
alternate destinations.” It should then tell you “This service is currently
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ACTIVE.”
•
At the bottom of the box, click Add Rule.
•
In this section, you will enter each number that you would like your
Find Me Follow Me feature to use when anyone calls your phone
number. If you would like the service to also call your phone when this
service is activated, then in this section you should choose “My Phone”
under “Destination to ring” (if you do not choose this, the call will
automatically forward to the first number in your Find Me Follow Me
list without first ringing your phone). Select the number of seconds
you would like the call to ring at that phone number. Indicate whether
or not you would like the call be able to be forwarded from this
number or not. (This would only occur if your Call Forwarding feature
was activated.) Click OK.
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•
After you click OK, you will see your phone appear in the Follow Me
number list.
•
Click Add Rule again to add another number. This time you may
choose “Other” from the “Destination to ring” section, and enter
another phone number that you wish to add to your Follow Me list. If
you have preconfigured forwarding numbers, then you may also
choose those numbers from the “Destination to ring” list.
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•
If you wish to have all the numbers rung simultaneously, then you
should have all destinations rung during step 1. However, if you wish
to have them rung sequentially (one after another), then you should
change the step selection when adding a rule:
•
You will see that the step that was chosen is shaded for each number
in the Follow Me list:
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•
You can click on the shaded step for each forwarding destination to
edit or delete that number from the list:
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•
Click Apply to save your configuration.
Caller ID with Name/Number
Description: Displays the name and number of the incoming caller.
Configuration Instructions using your phone:
•
•
To enable, dial *82.
To disable, dial *67.
Configuration Instructions using your Customer Portal:
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Settings.
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•
Under Settings, select the Preferences tab.
•
Under Caller ID Preferences, click the checkboxes to enable and
disable incoming caller name and number for your phone. Checked
boxes means it is enabled; unchecked boxes means it is disabled.
•
Click Apply to save your configuration.
Caller ID Name/Number Block
Description: It allows you to block delivery of your own calling name and
number on outgoing calls.
Dialing Instructions: To withhold the calling number for a single call, dial
*67.
Configuration Instructions using your Customer Portal:
•
•
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Settings.
Under Settings, select the Preferences tab.
Under Caller ID Preferences, click the checkbox next to “Withhold my
caller ID when making calls” to enable and disable delivery of your
own calling number on outgoing calls. A checked box means it is
enabled; an unchecked box means it is disabled.
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•
Click Apply to save your configuration.
Call Return
Description: Allows you to return the most recent incoming call.
Dialing instructions: To return the last caller’s number, dial *69.
Selective Call Rejection
Description: Allows you to select a list of numbers from which incoming calls
are automatically rejected. A rejection announcement is played to the calling
party.
Configuration Instructions using your phone: Dial *60 to configure this
feature. An announcement will tell you whether this feature is currently
enabled or disabled. The prompts will give you the following options which
you can use to manage this feature:
•
•
•
•
•
•
•
Dial 0 to hear the main instruction menu.
Dial 3 to turn this feature on or off.
Dial # to add a number to the list, then 01 to add the last calling
number to the list.
Dial 1 to review the list of numbers, then 07 to delete an individual
number from the list.
Dial * to delete an individual number from the list.
Dial 08 to delete all the numbers on the list.
Dial 09 to delete only the anonymous entries on the list.
Configuration Instructions using your Customer Portal:
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Call Manager.
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•
Under Call Manager, select the Screening tab.
•
Click on Selective Rejection.
•
Under Selective Rejection, check the box next to “Reject calls if they
are from selected callers.” It should then tell you “This service is
currently ACTIVE.”
•
Under Call to Reject, click Edit List.
•
Enter the number and click Add New. Continue this step until you have
finished adding all of the selected callers.
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•
When you are finished adding all the selected callers, click OK.
•
Click Apply to save your configuration.
Anonymous Call Rejection
Description: Automatically rejects all calls from withheld numbers.
Configuration Instructions using your phone:
•
To enable, dial *77.
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•
To disable, dial *87.
Configuration Instructions using your Customer Portal:
•
•
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Call Manager.
Under Call Manager, select the Screening tab.
Click on Anonymous Rejection.
•
Under Anonymous Rejection, check the box next to “Reject all calls
from anonymous callers.” It should then tell you “This service is
currently ACTIVE.”
•
Click Apply to save your configuration.
Do Not Disturb
Description: Allows you to block the line temporarily to prevent incoming
calls. Outgoing calls can still be made as normal, but incoming calls are not
connected; instead, the caller hears an announcement that you are not
currently accepting calls.
Configuration Instructions using your phone:
•
•
To enable, dial *78.
To disable, dial *79.
Configuration Instructions using your Customer Portal:
Note: This interface will not appear unless you have requested to have
Selective Call Acceptance taken off your line. Selective Call Acceptance
automatically turns on Do Not Disturb, so if you have Selective Call
Acceptance enabled, there is no need to also enable Do Not Disturb.
•
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Call Manager.
Under Call Manager, select the Screening tab.
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•
Click on Do Not Disturb.
•
Under Do Not Disturb, check the box next to “Reject all immediately.”
It should then tell you “This service is currently ACTIVE.”
•
Click Apply to save your configuration.
Selective Call Acceptance
Description: This feature is used in conjunction with Do Not Disturb (above).
It allows you to pre-configure numbers that you wish to receive calls from
when Do Not Disturb is enabled. Enabling this feature will also enable Do Not
Disturb.
Configuration Instructions using your phone: Dial *64 to configure this
feature. An announcement will tell you whether this feature is currently
enabled or disabled. The prompts will give you the following options which
you can use to manage this feature:
•
•
•
•
•
•
•
Dial 0 to hear the main instruction menu.
Dial 3 to turn this feature on or off.
Dial # to add a number to the list, then 01 to add the last calling
number to the list.
Dial 1 to review the list of numbers, then 07 to delete an individual
number from the list.
Dial * to delete an individual number from the list.
Dial 08 to delete all the numbers on the list.
Dial 09 to delete only the anonymous entries on the list.
Configuration Instructions using your Customer Portal:
•
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Call Manager.
Under Call Manager, select the Screening tab.
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•
Click on Selective Call Acceptance.
•
Under Selective Call Acceptance, check the box next to “Only accept
calls if they are from selected numbers.” It should then tell you “This
service is currently ACTIVE.”
•
Under Call to Accept, click Edit List.
•
Enter the number and click Add New. Continue this step until you have
finished adding all of the selected callers.
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•
•
When you are finished adding all the selected callers, click OK.
Click Apply to save your configuration.
Call Reminder
Description: Allows you set up a call for a set time of day. An announcement
is played when you answer. If the call is not answered, it will retry once after
1 minute. Reminder calls can be individual or regular reminders: individual
reminders are one-time calls; regular reminders are recurring calls.
Configuration Instructions using your phone:
Individual Reminders:
•
To enable an individual reminder:
o Dial *310.
o An announcement will prompt you to enter the desired time of
the reminder call in 24-hour format, followed by the # key.
Example: To set up a reminder call at 1:00 pm, dial 1300#.
An announcement will confirm that your reminder has been set.
You will also have the option to cancel the reminder and start
over.
To disable all individual reminders, dial *311.
To disable one individual reminder, dial *312.
To check one individual reminder, dial *313.
o
•
•
•
Regular Reminders:
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•
•
•
•
To enable a regular reminder:
o Dial *314.
o An announcement will prompt you to enter the desired time of
the reminder call in 24-hour format, followed by the * key.
o An announcement will prompt you to choose how often you
want the reminder call to repeat:
ƒ Dial 1 to repeat every Monday.
ƒ Dial 2 to repeat every Tuesday.
ƒ Dial 3 to repeat every Wednesday.
ƒ Dial 4 to repeat every Thursday.
ƒ Dial 5 to repeat every Friday.
ƒ Dial 6 to repeat every Saturday.
ƒ Dial 7 to repeat every Sunday.
ƒ Dial 8 to repeat every weekday.
ƒ Dial 9 to repeat every day.
o An announcement will confirm that your reminder has been set.
You will also have the option to cancel the reminder and start
over.
To disable all regular reminders, dial *315.
To disable one regular reminder, dial *316.
To check one regular reminder, dial *317.
Configuration Instructions using your Customer Portal:
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Reminders.
•
Under New Reminder, select how often the reminder should occur and
set the date and time of the reminder, then click Add.
•
Click Apply to save your reminder.
3-Way Calling
Description: Allows you to call another party during an existing call and add
this party to the call, creating a three-way conversation.
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Dialing Instructions: To add a third party to an active call, dial the flash
button on your phone and then dial the third party’s number. If the third
party answers, dial the flash button again to add both of you to the original
call, connecting all three parties. If the third party does not answer or their
line is busy, dial the flash button twice to rejoin the original call. If you hang
up you will receive a ring-back reminding you that the original call is still on
hold, and can rejoin the call by picking up the phone.
Call Waiting with Caller ID
Description: Notifies you that a second call is on the line and allows you to
switch between the calls.
Dialing Instructions: To answer a waiting call, dial the flash button. You can
dial the flash button again to switch back to your original call.
Call Waiting Cancel
Description: Allows you to disable call waiting for an individual call, so that
important calls are not interrupted.
Dialing Instructions:
•
•
•
To disable Call Waiting for the next call, dial *70 before the call.
To cancel Call Waiting during an active call when Three Way Calling is
activated, dial *70 during the call.
To cancel Call Waiting during an active call when Three Way Calling is
not activated, dial the flash button and dial *70 during the call.
Call Barring
Description: This service allows you to bar outgoing calls to certain types of
numbers from your line.
Configuration Instructions using your phone:
•
•
To enable:
o Dial the appropriate access code (see the list below).
o An announcement confirms that call barring has been enabled.
To disable:
o Dial the appropriate access code (see the list below).
o An announcement prompts you to enter your PIN code.
o Enter your PIN code.
o An announcement confirms that call barring has been disabled.
The access codes to enable Call Barring are:
• National and international calls, dial *342.
• International calls, dial *343.
• Calls to access codes, dial *345.
The access codes to disable Call Barring are:
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•
•
•
National and international calls, dial *352.
International calls, dial *353.
Calls to access codes, dial *355.
Configuration Instructions using your Customer Portal:
•
•
•
•
Login to your Customer Portal at http://portal.pngcom.com.
Go to Products and Services > View Services.
In the Digital Phone Dashboard, select Settings.
Click on Blocking.
•
Under Call Blocking Options, click the checkboxes for the types of
outgoing calls you wish to block.
•
Click Apply to save your configuration.
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Additional Features
These features can be added to your account for a cost of $1.00 per month.
Last Caller ID Erasure
Description: The service allows you to erase the record of the last caller’s
number, including the date and time of the call.
Dialing Instructions: To erase the ID of the last caller, dial *320.
Call Hold
Description: Allows you to put a call on hold and then dial another number.
You can then switch back to the first call (putting the new call on hold), and
subsequently switch between the two callers.
Dialing Instructions: To put the current call on hold so that you can dial a
second number, dial the flash button, dial *52, and dial the second number.
You can then dial the flash button again to switch back to the first call
(putting the second call on hold), and again to switch between the two
numbers.
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Emergency 911 Information
At PowerNet Global®, we provide a safe and reliable means of communication in
times of emergency.
Most PowerNet Global® customers have access to either Enhanced 911 (E911) or
Basic 911 service. With E911 service, when you dial 911, your telephone number and
registered address are simultaneously sent to the local emergency center assigned to
your location. Emergency operators have access to the information they need in
order to send help and call you back if necessary.
With Basic 911 service, the local emergency operator answering your call will not
have your callback number or your exact location, so you must be prepared to give
them this information. As additional local emergency centers become capable of
receiving our customers’ information, PowerNet Global® will automatically upgrade
customers with Basic 911 to E911 service.
If you do not have access to Basic 911 or E911, your 911 call will be sent to the
PowerNet Global® national emergency call center. A trained agent at the emergency
call center will ask for the name, telephone number, and location of the customer
calling 911, and then contact the local emergency center in order to send help.
Please note that if you move your device to another location, you must update your
new location. It’s easy! Simply call us toll free at 1-877-599-3087. If you do not
register your new location, any 911 call you make may be sent to an emergency
center near your old location.
Remember that our 911 Dialing service will not function in the event of a broadband
or power outage, or if your broadband, ISP or PowerNet Global® phone service is
terminated.
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Frequently Asked Questions
General FAQs
Q: What do I need to get Digital Phone @ Home service?
A: In order to get Digital Phone @ Home service, you need:
; A broadband internet connection
; A PowerNet Global® Phone Adapter (which we will send you)
; A touchtone phone
Q: How does Digital Phone service work?
A: It works just like regular phone service, except it uses the internet to
connect your calls instead of physical phone lines.
Q: What is a phone adapter?
A: It is a small piece of equipment which allows you to plug your phone into
the internet.
Q: Will my Digital Phone @ Home service work through the phone jacks in
my house?
A: No. Since Digital Phone service uses the internet to complete calls, you
don’t need to use the existing phone lines in your house. Instead, you can
just plug your phone directly into the Phone Adapter.
Q: Is Digital Phone @ Home difficult to install?
A: No, it’s very easy! Simply follow the instructions which we included with
your Phone Adapter.
Q: What do I do if I need help with installing my Digital Phone @ Home?
A: You can call us at 1-866-813-1653 and we will walk you through the
installation.
Q: Can I keep my existing number?
A: Yes, you can. We may need a copy of your current phone bill to help with
the transfer.
Q: How long will it take to transfer my phone number?
A: Some transfers can be as quick as a few days, while others can take up to
4 business days. We will do our best to transfer your number as quickly as
possible. We will send out your Phone Adapter before the transfer is
complete, so it’s possible that you make outgoing calls while your incoming
calls are still ringing to your old service.
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You will be able to make outgoing calls on your Digital Phone service right
away. You will know when the transfer is complete because your incoming
calls will begin ringing to your new Digital Phone @ Home service. You can
also call us at 1-877-599-3087 to check on the status of your phone
number transfer.
Q: Should I call my current local phone company to cancel my service?
A: No, do not call them right away. If you cancel your old service too soon
you could be without any phone service, and you could lose your phone
number. You should wait until you can both make outgoing calls and receive
incoming calls on your Digital Phone @ Home service to cancel your old
service.
Q: Can I use my current telephone with Digital Phone @ Home?
A: You can use any touchtone phone with Digital Phone @ Home.
Q: What should I do if I move?
A: It is important to keep your address information updated with PowerNet
Global® because we rely on that information to decide where to send your
emergency calls. If we have the wrong address on file we could send an
emergency call to the wrong response center, which could delay someone
responding to you.
If you move, call us right away at 1-877-599-3087 to update your address.
It’s important to us that you are safe if an emergency should happen.
Features FAQs
Q: What is my Call Services PIN?
A: When you are configuring features using your telephone, some features
will require you to enter a PIN before making the changes you are requesting.
We set your PIN to the last 4 digits of your phone number, but you should
change it when you start using your service to ensure your privacy.
You can change your PIN at any time by dialing *319 from your telephone, or
by going online to your Customer Portal at http://portal.pngcom.com.
Billing FAQs
Q: How will I receive my bill?
A: You can view and pay your bill at any time by going online to your
Customer Portal at http://portal.pngcom.com. It’s free and very convenient.
We will also send you an email from DoNotReply@pngcom.com each time a
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new bill is available. To ensure that these emails don’t go to your spam
folder, add this address to your address book.
You can also request to receive a paper bill in addition to your eBill when you
sign up for service.
Q: What is the Compliance Cost Recovery Fee?
A: The Compliance Cost Recovery Fee is a $1.99 monthly fee in addition to
your Digital Phone package charge. It is designed to help us recover costs
associated with complying with certain federal and state regulations. The
Compliance Cost Recovery Fee is subject to change and is not a government
mandated tax or surcharge.
Q: Which international countries are included in the Digital Phone @ Home
Unlimited Plus plan?
A: A list of the included countries is on the Customer Portal at
http://portal.pngcom.com. You can also call us at 1-877-599-3087 to find
out if the country you call is included in the list. Because International calling
is ever changing, the list is subject to change without notice. Please check
the website or call us to confirm.
Q: Does the unlimited international calling in the Digital Phone @ Home
Unlimited Plus plan include calling to international mobile phones or
international “special” numbers?
A: Probably not. Some international mobile or international special numbers
in some countries may be included. Check the list of included destinations
before making any calls.
We still offer great rates to countries that aren’t included in the unlimited
package! Please call us at 1-877-599-3087 to find out the international
rates for countries not included in the plan.
Q: Why is my first bill more than I expected?
A: Just like other phone companies, we bill you in advance for the phone
service. Your first bill will include a partial month’s charge from the date of
activation through the end of the billing cycle, and the next full month in
advance. If you were to cancel for any reason, we will refund any payments
for service after the cancellation date.
We also charge a $29.95 Activation fee on your first bill. It allows you to
avoid signing a contract, which other Digital Phone providers require!
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Service FAQs
Q: Can I use Digital Phone @ Home service with my home alarm system?
A: We don’t recommend it. Digital Phone service will not work if your internet
is not working or if your electrical power is out. If you were to have a break-in
during an internet or power outage, your alarm system would not be able to
alert your alarm company. It’s best to keep your alarm system on a regular
telephone line, or you can contact your alarm company about possible cellular
options.
Q: My phone isn’t working. What should I do?
A: Follow these steps:
1) Check your electrical power. If your power is out, then your Digital
Phone service will not work.
2) Check your internet service. If you can’t get online on your
computer, then your internet service is probably down. Your Digital
Phone service will not work if your internet service is down.
3) Check your Phone Adapter. Make sure that the Power light is on.
4) If all three of the above checks turn out OK, then call our Trouble
Reporting line at 1-866-813-1653 and we will help you to get your
service back up and running as quickly as possible.
Q: Will my Digital Phone @ Home service work for emergency calls?
A: Yes, your Digital Phone @ Home service will work for emergency calls.
Digital Phone @ Home uses Enhanced 911 service (or E-911) which not only
sends your call to an emergency response center, but also sends your
telephone number and address so that the emergency personnel will know
where and how to reach you.
As with any Digital Phone service, you will not be able to make any
calls, including 911 calls, if you have a power outage and/or a broadband
outage. Also, to ensure that your 911 calls are routed to the correct response
center, your service address (the location where you’re using the digital
phone) must be accurate and up to date at all times.
If you move, call us right away at 1-877-599-3087 to update your address.
It’s important to us that you are safe if an emergency should happen.
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