Residential Phone User Guide - Clarksville Department of Electricity

Residential Phone User Guide - Clarksville Department of Electricity
CDE Lightband
Digital Voice Services
User Guide
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* Feature Access Codes
*62
Access Voicemail
*72
Call Forwarding Always Activation
*73
Call Forwarding Always Deactivation
*90
Call Forwarding Busy Activation
*91
Call Forwarding Busy Deactivation
*92
Call Forwarding No Answer Activation
*93
Call Forwarding No Answer Deactivation
*67
Calling Line ID Delivery Blocking per Call
*65
Calling Line ID Delivery per Call
*69
Call Return
*70
Cancel Call Waiting (per call)
*94
Call Forwarding Not Reachable Activation
*95
Call Forwarding Not Reachable Deactivation
*78
Do Not Disturb Activation
*79
Do Not Disturb Deactivation
*77
Anonymous Call Activation
*87
Anonymous Call Rejection
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Welcome to CDE Lightband Digital Voice Services
We take pride in providing superior and reliable digital voice services to our
valued customers.
This booklet should answer any questions you may have regarding Digital
Voice service, including how it works, installation instructions, and how to
use some of the main features.
For information on additional features and options available,
please go to your online Account Portal at
https://mycdephone.com or call (931) 648-8151.
My Digital Voice telephone number is:
____________________________________
My Account Portal username and password is:
____________________________________
____________________________________
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Inside this Booklet
General Information ...................................................................................................5
What is Digital Voice?................................................................................................................................................ 5
Making Calls with Digital Voice ................................................................................................................................. 5
Important 911 Information ....................................................................................................................................... 6
Getting Started .......................................................................................................... 7
Managing Your Account Online................................................................................................................................. 7
Updating Account Portal Info and Password ............................................................................................................ 7
How to Access Voicemail........................................................................................................................................... 8
Features of Digital Voice Services ................................................................................. 9
Features Overview .................................................................................................................................................... 9
Anonymous Call Rejection (*77) ............................................................................................................................... 9
Call Forwarding ......................................................................................................................................................... 9
Call Forwarding Always (*72) ................................................................................................................................ 9
Call Forwarding Remote Access .......................................................................................................................... 10
Call Forwarding Busy (*90) ................................................................................................................................. 10
Call Forwarding No Answer (*92) ....................................................................................................................... 11
Call Forwarding Selective .................................................................................................................................... 12
Call Forwarding Not Reachable (*94) ................................................................................................................. 12
Call Hold .................................................................................................................................................................. 12
Call Return (*69)...................................................................................................................................................... 13
Call Waiting On/Off ................................................................................................................................................. 13
Inbound Calling Line ID Delivery.............................................................................................................................. 13
Inbound Calling Line Name Delivery ....................................................................................................................... 13
Outbound Calling Line ID Blocking .......................................................................................................................... 13
Last Number Redial (*66) ........................................................................................................................................ 14
Do Not Disturb (*78)
To Cancel (*79) .................................................................................................................. 14
Speed Dial (*74) ...................................................................................................................................................... 14
Three-Way Calling ................................................................................................................................................... 15
Selective Call Acceptance/Selective Call Rejection ................................................................................................. 15
Sequential Ringing ................................................................................................................................................... 16
Simultaneous Ringing .............................................................................................................................................. 16
Voicemail Management (*62) ................................................................................................................................. 17
Frequently Asked Questions (FAQs) ............................................................................ 18
Contact Information ................................................................................................. 20
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General Information
What is Digital Voice?
Digital Voice allows you to make and receive calls through your broadband Internet
connection using a standard touch tone phone.
Your CDE Lightband Digital Voice service works with any touch tone, corded or cordless
telephone. You can call anywhere at any time for less, and your phone number can go
everywhere you do!
Making Calls with Digital Voice
You can make calls by dialing the number on your phone, as you always have.
For calls within your area code, you may dial 7, 10 or 11 digits.
Example: 555-1212, 859-555-1212 or 1-859-555-1212
When dialing outside you area code, you may use 10 or 11 digits.
Example: 859-555-1212 or 1-859-555-1212
To activate the International calling feature you will need to contact CDE Lightband
Customer Service at (931) 648-8151.
To place international calls, dial just as you would with a standard analog telephone.
(International Access Code + Country Code + City Code + Number)
Example: 011 + 39 (Italy) +81 (Naples) +Number
To answer a call pick up your phone’s handset like you always have.
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Important 911 Information
While the 911 system through Digital Voice services will work very similarly to your
standard analog telephone, there are a few important differences of which you need to be
aware.
•
Each time you move, you will need to call our support line at (931) 648-8151 to update
your information. It may take a few days to activate and change your 911 feature, so
please think ahead when moving the location of your digital telephone.
•
Electrical or broadband outages can prevent 911 dialing with our system. As your
phone service is relying on both your broadband connection and electrical power (with
additional battery back-up, if available), if these go out, so will your Digital Voice
service. Once the power and broadband connection returns, your system will function
properly again.
Additional 911 information is available on the Account Portal for you to read and
reference. Please be safe and read all material related to this issue.
Learn more at: https://mycdephone.com
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Getting Started
Managing Your Account Online
Configure your Digital Voice account online.
1. Open your web browser and in the address bar type: https://mycdephone.com
2. Your username is your 10 digit phone number.
3. Your temporary password should have been given to you when your service was
activated. Click “forgot password” to generate a new password on the login screen.
4. Enter your phone number (username) and password into the appropriate fields and then
click the “Login” button.
5. When you log in for the first time you will be prompted to create a four digit CPNI
security code. This verifies your identity when requesting a change from our service
department. Please keep this code in a safe place for future reference to make changes
to your account.
6. On the “Home” page of the portal you will see a “Features” button which, when you click
on it, will enable you to configure all of your features (e.g., Call Forwarding,
Simultaneous Ringing, etc.).
Updating Account Portal Info and Password
1. Click on the “Account Info” button to update account, personal, service address, or
billing address information. When you are done, click the “Update” button to save your
changes.
2. To change your password, click on the “Change Password” tab and follow the directions.
• The password length must be at least 6 characters.
• The password must contain at least 1 number, at least 1 lower case letter, and at
least 1 upper case letter.
• The password should not consist of any personally identifiable information, or easily
guessed words or digits.
3. Enter your old password, enter your new password, confirm your new password, and
then click “verify”.
4. Changing your CPNI security code: Click on “Account Info” in the top menu, then select
“Update Account”. Once you are in your account, enter the new CPNI code in the CPNI
field then click “Update”.
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How to Access Voicemail
Accessing the Voicemail System for the First Time
1. From your own phone, dial your phone number, or dial *62
2. The default pass code is 4227
3. Enter a new pass code at the voicemail prompt
4. Re-enter the same new pass code at the prompt
5. If your new pass code is accepted, you will hear “your password has been changed
successfully”
6. Press the # key
Once in the system, you will hear “Welcome to your Voice Messaging System. If you are
not calling from your home phone press the * key.”
Hint: To eliminate the need to dial your own phone number when accessing your
voicemail, please refer to the Speed Dial instructions on page 14. You can set your
own phone number as a speed dial code.
Accessing Voicemail while at Home or Away
1. From any phone, dial your home phone number, or dial *62
2. Press * to access your voicemail, once your recording picks up
3. Enter your pass code at the prompt
Voicemail Main Menu
1. To listen to your messages, press 1
2. To change your mailbox busy greeting, press 2
3. To change your mailbox no answer greeting, press 3
4. To compose and send a new message, press 5
5. To delete all messages, press 7
6. To go to the CommPilot Voice Portal press the * key
7. To repeat this menu, press the # key
While
1.
2.
3.
4.
5.
6.
7.
8.
Listening to the Messages Menu
To save this message, press the # key
To erase this message, press 7
To repeat this message, press 2
To go back to the previous message, press 4
To play the message envelope, press 5
To go to the next message, press 6
For additional options, press 9
To go back to the previous menu, press the # key
CommPilot Voice Portal Menu
1. To access your voicemail box, press 1
2. To record your name, press 3
3. To change your call forwarding options, press 4
4. To make a call, press 6
5. To change your pass code, press 8
6. To exit the CommPilot Voice Portal, press 9
7. To repeat this menu, press the # key
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Features of Digital Voice Services
Features Overview
On the Home page of the Account Portal, you will see the “Features Configuration” button
where you can choose features like Call Forwarding, Simultaneous Ringing, etc.
Below is a list of our top features:
•
•
•
•
•
•
•
•
•
•
Anonymous Call Rejection
Call Forwarding Always
Call Forwarding Selective
Call Forwarding Not Reachable
Call Waiting
Do Not Disturb
Speed Dial
Simultaneous Ringing
Three-Way Calling
Voicemail Management
The following pages contain instructions for configuring these listed features. Refer to the
online Account Portal for support and information about additional features and options.
Anonymous Call Rejection (*77)
Use this feature to prevent or allow calls from callers who have blocked their phone
numbers from being identified. Blocked callers hear a message notifying them that their
calls are being rejected.
From Your Phone
Anonymous Call Rejection can be activated using your phone. To do this dial *77. Your calls
remain forwarded until you dial the deactivation code (*87).
From Your Account Portal
You can activate this service at any time and configure it from your Account Portal.
Steps
Details
Turn Anonymous Call Rejection on or off Click “On” or “Off.” When on, Anonymous Call
Rejection prevents calls from callers who have
chosen to block the identification of their phone
numbers. These callers hear an automated
message that their call is being denied because of
the block. The default for this service is “Off.”
Save your changes
Click Apply to save your changes.
Call Forwarding
Call Forwarding Always (*72)
Use this feature to activate and edit the options for the Call Forwarding Always (CFA)
service. The Call Forwarding Always service allows you to redirect your incoming phone calls
to another number, such as a mobile phone or administrative assistant. Variations of Call
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Forwarding include Call Forwarding No Answer and Call Forwarding Busy. Unlike those
services, Call Forwarding Always redirects all of your calls, not just those received when you
do not answer or when you are talking on your phone.
From Your Phone
Call Forwarding Always can be activated, and its options changed, using your phone. To do
this dial * 72, followed by the phone number to which you wish your calls to be redirected.
Your calls remain forwarded until you dial the deactivation code (*73).
From Your Account Portal
Call Forwarding Always can also be activated, or its options changed, using your Account
Portal.
Steps
Details
Turn Call Forwarding Always on or off
Click “On” or “Off”. When on, Call Forwarding
Always forwards all your incoming calls to the
phone number you entered in the “Calls Forward
to” text box.
Confirm or enter the phone number
Add the forward-to number in a valid format (no
dashes, parentheses, or spaces are necessary)
and click Apply. Please note: Forwarding to an
international number will not be accepted.
Select whether to play a ring reminder
The “Play Ring Reminder when a call is forwarded”
check box causes the service to play a short ring
burst on your phone when a call is forwarded. No
ring reminder is played if this box is not checked.
Save your changes
Click Apply to save your changes.
Call Forwarding Remote Access
You can activate or deactivate Call Forwarding Always via your voicemail. Simply press * in
the main menu, then select option 4.
Call Forwarding Busy (*90)
Use this feature to activate and edit the options for the service.
The Call Forwarding Busy service enables you to redirect calls to another destination when
an incoming call encounters a busy condition. If activated, you must specify the forwarding
number.
From Your Phone
Call Forwarding Busy can be activated and its options changed, using your phone. To do
this dial *90 followed by the phone number to which you wish your called to be redirected.
Your calls remain forwarded until you dial the deactivation code (*91).
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From Your Account Portal
Call Forwarding Busy can also be activated, or its options changed, using your Account
Portal.
Steps
Details
Turn Call Forwarding Busy on or off
Click “On” or “Off”. When on, Call Forwarding
Busy forwards all your incoming calls to the phone
number you entered in the “Calls Forward to” text
box.
Confirm or enter the phone number.
To edit or delete a phone number, enter the
applicable phone number, in a valid format (no
dashes, parentheses, or spaces are necessary)
and click Apply. Please note: Forwarding to an
international number will not be accepted.
Call Forwarding No Answer (*92)
Use this feature to activate and edit the options for the Call Forwarding No Answer service.
The Call Forwarding No Answer service enables you to redirect calls to another destination
when an incoming call is not answered within a specified number of rings. If activated, you
must specify the forwarding number and the number of rings before forwarding.
From Your Phone
Call Forwarding No Answer can be activated, and its options changed, using your phone. To
do this dial *92, followed by the phone number to which you wish your calls to be
redirected. Your calls remain forwarded until you dial the deactivation code (*93).
From Your Account Portal
Call Forwarding No Answer can also be activated, or its options changed, using your Account
Portal.
Steps
Details
Turn Call Forwarding Busy on or off
Click “On” or “Off”. When on, Call Forwarding
Busy forwards all your incoming calls to the phone
number you entered in the “Calls Forward to” text
box.
Confirm or enter the phone number.
To edit or delete a phone number, enter the
applicable phone number, in a valid format (no
dashes, parentheses, or spaces are necessary)
and click Apply. Please note: Forwarding to an
international number will not be accepted.
Select Number of Rings
Specify the number of rings you would like to
occur before the call is forwarded.
Save your changes
Click Apply to save your changes.
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Call Forwarding Selective
Call Forwarding Selective allows you to forward specific calls matching your pre-defined
criteria to a different phone number. Use this service to forward calls from your manager, a
family member, or an important customer to your cell phone, alternate business phone, or
home phone. The criteria for each Call Forwarding Selective entry can be a list of up to 12
phone numbers or digit patterns and a specified time schedule. All criteria for an entry must
be satisfied for the call to be forwarded (phone number and day of week and time of day). If
the call is not forwarded, the call continues as if this service was not turned on.
From Your Account Portal
Call Forwarding Selective can be activated, or its options changed using your Account Portal.
Steps
Details
Add Default Call forward to phone
number
Enter the default forward to number.
Add Call Forward Selective Entry
Add Description, Select Time Schedule, choose to
use default forward phone number or forward to
default number. Choose between Calls from Any
phone number or Any Private Number or Any
Unavailable number or up to 12 Specific Phone
Numbers, then Click Add.
Activating and Deactivating Call
Forward Selective Service
Once the Call Forwarding Selective entry has been
added click the check box under the active column
to activate or deactivate.
Call Forwarding Not Reachable (*94)
Call Forwarding Not Reachable automatically forwards your incoming calls to a phone
number of your choosing, when activated, if the device your phone is connected to loses
contact with our Digital Voice System.
From Your Phone
Call Forward Not Reachable can be activated and its options changed, using your phone. To
do this dial *94 and enter the number you wish your call to be redirected during an internet
outage. Dial *95 to deactivate this service.
From Your Account Portal
Call Forwarding Not Reachable can be activated, or its options changed using your Account
Portal.
Steps
Details
Turn Call Forwarding Not Reachable on
or off
Click “On” or “Off” then click Apply.
Adding the Forward To number
Type in the number and click Apply.
Call Hold
Press the flash hook key and the call will be placed on hold. Hit the flash hook key again to
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remove the call from hold.
Call Return (*69)
Use this feature to call the last party who called your number, whether or not the call was
answered.
From Your Phone
Call Return can be accessed using your phone. Simply dial *69.
Call Waiting On/Off
Use this feature to turn the Call Waiting service on or off. This service allows you to decide
whether phone calls in progress can be interrupted by other calls.
NOTE: This service is not available with all access device types.
From Your Phone
Call Waiting can be deactivated from your phone for individual calls by dialing *70 before
dialing your called number.
From Your Account Portal
Call Waiting can be activated, or its options changed, using your Account Portal.
Steps
Details
Turn Call Waiting on or off
Click “On” or “Off”. When this service is on and
you receive a call while another call is already in
progress, you will hear a beep. You can put the
first call on hold to answer the incoming call.
When this service is turned off, the caller hears a
busy tone. The default for this service is “On”.
Save your changes
Click Apply to save your changes.
Inbound Calling Line ID Delivery
A caller’s identity (phone number) will be displayed (if available).
Inbound Calling Line Name Delivery
A caller’s name will be displayed (if available).
Outbound Calling Line ID Blocking
Calling Line ID Delivery Blocking allows you to block your number from being shown when
you’re calling other numbers.
From Your Phone
You can block outbound calling on a per call basis by Pressing *67 before making any call.
From Your Account Portal
Outbound Calling Line ID Blocking can also be turned on or off using your account portal,
turning on this feature in the portal blocks all calls until it is turned off.
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Steps
Details
Turn Outbound Calling Line ID Blocking
on or off
Click “On” or “Off”. When on, Calling Line ID
Blocking prevents your phone from being
displayed during outgoing calls. The default for
this service is “Off.”
Last Number Redial (*66)
Use this feature to redial the last number you called. Simply dial *66 from your phone.
Do Not Disturb (*78)
To Cancel (*79)
Use this feature to prevent your phone from ringing. Callers are sent to Voicemail or
another specified location, such as a number indicated by the Call Forwarding Busy service.
From Your Phone
The Do Not Disturb service can be activated, or options can be changed, using your phone.
To do this, dial *78. To deactivate, dial *79.
From Your Account Portal
Do Not Disturb can also be activated, or its options can be changed, using your account
portal.
Steps
Details
Turn the service on or off
Click “On” or “Off”. When on, Do Not Disturb
prevents your phone from ringing and callers are
given busy treatment (such as being sent to Voice
Messaging, if available, or forwarded to the
specified number of the Call Forwarding Busy
service, if available). The default for this service is
“Off.”
Select whether to play a ring reminder
The “Play Ring Reminder when a call is blocked”
check box causes the service to play a short ring
burst if checked. No ring reminder is played if not
checked. A ring reminder is played if this service
blocks a call while this check box is checked. The
ring reminder is a short ringing burst, 500
milliseconds in duration.
Save your changes
Click Apply to save your changes.
Speed Dial (*74)
Use this feature to program numbers for Speed Dial. This service allows you to associate
single digit codes to frequently dialed or hard to remember phone numbers. You can dial a
speed dial code instead of the full number to place calls. To use speed dial from your phone,
dial the speed dial code number, then #. For example, to call the number associated with
Speed Dial Code 6, dial 6#.
From your phone, Speed Dial can also be programmed by dialing *74. For example, *74 3
8595551212 programs Speed Dial Code 3 to dial 859-555-1212.
From Your Account Portal
Speed Dial can also be activated or its options can be changed, using your account portal.
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Steps
Details
Enter a phone number
Type a complete phone number, including a
country code, if necessary for dialing on your
system.
Enter a name
Type a name or description for the speed dial
code. This name does not affect the operation of
the speed dial code. It is just a convenience to
help you remember why the speed dial code was
programmed. If a speed dial code is programmed
using *74, then the “Name” text box is blank.
Save your changes
Click Apply to save your changes.
Three-Way Calling
Use this feature to create a three-way call. When this service is assigned, you can place a
three-way call using the flash-based services.
From Your Phone
Steps
Details
While engaged on call
Press Flash hook on phone. The initial call is
placed on hold.
Enter phone number
Enter complete phone number or extension of
third party. You can press # to signal the end of
the phone number or extension.
Press flash hook
When this third party is connected, press flash
hook again. All parties will then be connected in
three-way call.
Press flash hook
To drop the third party, press flash hook again.
Hang up
If either of the two parties hangs up, your call
with the remaining party is intact. If you hang up,
the other two parties remain connected.
Selective Call Acceptance/Selective Call Rejection
Selective Call Acceptance and Selective Call Rejection allows you to define criteria that
causes certain incoming calls to be allowed or blocked. If an incoming call meets your
specified criteria for acceptance, the call is allowed to complete. All other calls are blocked
and the caller is informed that you do not wish to receive the call. If an incoming call meets
your specified criteria for being blocked, the call will not be completed. Criteria can be based
on incoming calling line identity, time of day, and day of week. Multiple criteria sets can be
defined.
From Your Account Portal
Selective Call Acceptance can also be activated, or its options can be changed, using your
account portal.
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Steps
Details
Add Selective Call Acceptance or
Rejection Entry
Add Description and select Time Schedule. Choose
between Calls from Any phone number or Any
Private Number or Any Unavailable number or up
to 12 Specific Phone Numbers, then Click Add.
Sequential Ringing
Use this feature to define a “find me” list of phone numbers that are alerted sequentially for
incoming calls that match specified criteria. While the service searches for the user, the
calling party is provided with a greeting followed by periodic comfort announcements. The
caller can also interrupt the search to leave a message.
From Your Account Portal
Sequential Ringing can also be activated, or its options can be changed, using your account
portal.
Steps
Details
Set up Sequential Ringing
Add Description and select Time Schedule. Choose
between Calls from Any phone number or Any
Private Number or Any Unavailable number or up
to 12 Specific Phone Numbers, then Click Add.
Use Base Location First
If you want your base line to be the first location
to ring, check the Base Location box to set up
then click Apply.
Number of Rings for Base Location
Choose the number of rings for Base Location then
click Apply.
Skip Search Process
If you check Skip Search Process box, it will
enable callers to skip the search process and leave
a message.
Enter Secondary Search Locations
You can enter telephone numbers for up to five
Search Locations and the number of rings for
each.
Simultaneous Ringing
Simultaneous Ringing allows you to list phone numbers you would like to ring in addition to
your primary phone when you receive a call. This feature is helpful when you are not at
your phone but you would like your cell phone to ring when you get a call. You can also turn
off simultaneous ringing when you are at your desk on a call. Warning: if your cell phone or
other phone has voice mail that picks up before your office voice messaging picks up, your
voice mails could be on your cell phone messaging system.
From Your Account Portal
Simultaneous Ringing can be activated, or its options changed using your Account Portal.
Steps
Details
Turn Simultaneous Ringing on or off
Click “On” or “Off” then click Apply.
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Choose how to handle incoming calls
Choose to not ring your Simultaneous locations if
you are on a call or ring all numbers all the time.
Adding Locations
Enter phone number to simultaneously ring and
click Add.
Voicemail Management (*62)
Voicemail Management allows you to specify how to handle your voice messages. You can
retrieve voice messages by using your phone and dialing your 10 digit phone number, or
*62, or you can choose to send messages directly to your e-mail (not using the phone).
From Your Account Portal
Voicemail can be activated, or its options changed using your Account Portal.
Steps
Details
Turn your Voice Messaging service on or Click “On” or “Off”.
off
Indicate how you want to use the voice
messaging service in the “When a voice
message arrives...” section
If you want to retrieve voice messages using your
phone and your e-mail account, select “Use
Unified Messaging”.
When using Unified Messaging, you can check the
“Use Phone Message Waiting Indicator” box. This
option provides a stuttered dial tone (and blinking
light on some phones) to inform you when you
have messages waiting.
If you always listen to your voice messages using
your e-mail account and do not use the phone
retrieval option, select “Forward it to this e-mail
address:” and provide the e-mail address where
you want your voice messages to be sent.
Indicate whether you want to be
notified by e-mail of new messages
If a check mark appears in the “Notify me by email of the new voice message at this address:”
box, a short e-mail message informing you about
the new caller and date/time of the message is
sent. In the text box, type the e-mail address
where you want these notifications to be sent.
Indicate if you want a carbon copy of
your messages
If you want a carbon copy of your messages to be
sent to another e-mail address, check the “E-mail
a carbon copy of the voice message to:” box and
provide the e-mail address where you want the
copy to be sent.
Indicate whether callers have the option If a check mark appears in the “Transfer on ‘0’ to
to transfer to another number instead
Phone Number:” box, callers can press 0 during
of leaving a voice message
your outgoing voice message and be transferred
to another number, such as a mobile phone or
auto attendant. If a caller presses 0 while
recording a message, the recording is aborted, no
message is left and the caller is transferred.
Save your changes
Click Apply to save your changes.
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Frequently Asked Questions (FAQs)
Do I need to have my computer turned on when I talk on the phone?
Your computer does not need to be turned on when using CDE Lightband Digital Voice
service.
Do the people I call need a computer?
No, they only need a working phone. They will not be aware that you are using CDE
Lightband Digital Voice service unless you tell them.
Must I speak through a computer to use Digital Voice service?
No, you speak through an ordinary touch-tone telephone connected to your CDE Lightband
provided adapter. (Note: Soft phone software is available that allows you to make calls
through your computer using a microphone and speakers.)
Does the person I am calling need to have CDE Lightband Digital Voice service
too?
No. You can call anyone at any phone number using CDE Lightband service.
What types of telephones work with your service?
Any touch tone telephone can be used with CDE Lightband Digital Voice service. Corded
and cordless telephones both work well.
Can I use a fax machine with CDE Lightband service?
CDE Lightband customers have experienced high success in placing and receiving fax
transmissions, however CDE Lightband Digital Voice service has not yet certified support for
fax usage.
Can I still use the Internet while making calls?
Yes. Your computer and CDE Lightband Digital Voice service can share an Internet
connection.
Can I use CDE Lightband Digital Voice service with my home alarm system or
personal emergency response services company?
You may connect any telephone communication device to your CDE Lightband Digital Voice
service adaptor. We recommend keeping a traditional phone line for home or personal
emergency response devices. The service depends upon your broadband Internet
connection and electrical power. If your Internet connection or power is not available, you
will not be able to make or receive calls, nor will your alarm system. Please consult with a
qualified alarm system technician before connecting your alarm system to a CDE Lightband
Digital Voice line.
How is dialing 911 using CDE Lightband Digital Voice service different from dialing
911 on a regular land line?
CDE Lightband routes your call to your local emergency response center over the 911
network determined by the physical address you supplied when you activated 911. If we do
not have the correct address, your call cannot be routed to the corresponding emergency
response center for your area. You will also need to state the nature of your emergency
promptly and clearly, which may include providing your location and telephone number, as
the local emergency response center personnel may not be able to see the information CDE
Lightband sends along with your call.
In the event 911 methods are unavailable or fail, CDE Lightband sends your 911 call to
national emergency response center. Trained emergency response agents will then route
the call to local authorities.
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Which VoIP codecs are currently supported by CDE Lightband Digital Voice
service?
CDE Lightband Digital Voice service currently supports the G711 (80k) and the G729 (32k).
What are your customer service hours and how do I contact you with questions?
Our customer service is available 24 hours a day, 7 days a week. Please call (931) 6488151 or email us at customerservice@clarksvillede.com
What is a CPNI?
CPNI stands for Customer Proprietary Network Information. It is informati on about your
account that cannot be accessed without a four digit security pass code, providing additional
security for you.
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Contact Information
CDE Lightband
Our customer service representatives are available
24 hours, 7 days a week to answer your questions at:
(913) 648-8151
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