FiOS Digital Voice User Guide
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Welcome to Verizon FiOS® Digital Voice
Congratulations! You are about to experience an exciting new generation of voice technology. Your new FiOS Digital Voice service
comes with many easy-to-use features that can be managed by phone, via the internet, and from your FiOS TV. You can turn on
features like Call Forwarding and Do Not Disturb, set up voice mail notification by email or text message, listen to your voice mail
messages, and review call logs.
To get started, read this guide carefully so you’ll be able to get the most out of all the new and exciting features of your FiOS
Digital Voice service. Once you set up your voice mail, check out your FiOS Digital Voice Account Manager from any internet
connection at www.verizon.com/fiosvoice. Log in using your Verizon Online User Name and Password. If you don’t have a
Verizon Online logon, you’ll be able to create a new one.
We hope you enjoy exploring your new phone service.
Important E911 Information
As a reminder, in the case of an electrical outage, the Battery Backup Unit (BBU) will power your basic FiOS Digital Voice services,
including 911 dialing, for up to eight hours if a fully-charged battery is inserted in the Unit. If the battery is exhausted or there is
no battery present, the Service will not function for any purpose. In the welcome kit provided by the technician during
installation, you will find stickers with this information. We strongly recommend you apply them to your phones so all users are
aware of this possible limitation.
Please Note: If you are a TTY customer and use your Pick Your Own Area Code (PYOAC) number to dial 711 and need to
reach an emergency operator, it is possible that the telecommunications relay service operator will not be able to direct
your call to the appropriate emergency service provider. If you are a TTY customer, we urge you to call 911 to reach
emergency assistance.
Out of Service Back-Up Phone Number
FiOS Digital Voice allows you to choose a number where your calls can be forwarded in the case of an outage (e.g., a networkwide outage in your area or you've lost power and do not have battery backup). Once service has been restored, the forwarding
will automatically be stopped.
NOTE: In the event you have enabled Call Forwarding Selective or Call Forwarding, the numbers you have set for Call Forwarding will override the
Back-Up Number. In the event you have Voice Mail activated to take your calls or have Simultaneous Ring or Locate Me enabled, your call will go
to your specified Back-Up Number.
Table of Contents
Welcome to Verizon FiOS Digital Voice
i
VOICE MAIL (continued)
Important 911 Information
i
Notification Options
Out of Service Back-up Phone Number
i
Email Notification
25
Online Account Manager From the Web
1
Message Waiting Indicator
25
PC System Requirements
1
Pager Notification
25
From Your FiOS TV
2
Special Delivery to Another Number
25
Parental Controls on TV
2
Wireless Text Notification
25
From Your Smartphone
3
Ring Count Change
26
Making Calls
4
Voice Mail Screening
26
Directory Assistance
5
Wake Up Call and Reminder Messages
26
FiOS DIGITAL VOICE FEATURES
5
MORE FiOS DIGITAL VOICE OPTIONS
25
27
Call Forwarding
6
Calendar
27
Call Logs
7
Directories
27
Call Notification
8
Fax Capability
27
Call Return
9
Phone Book
28
9
Call Waiting
Pick Your Own Area Code
28
Caller ID
10
Time Zone
28
Caller ID on TV
10
Vanity Numbers
29
Caller ID Block
11
Virtual Telephone Numbers
29
Do Not Disturb
12
Incoming Call Block/Anonymous Call Rejection
13
Locate Me
14
Feature Access (Phone-Online-TV)
Schedule A Call
15
Frequently Asked Questions
APPENDIX
30
30
32
Simultaneous Ring
15
General Product Information
Speed Dial
16
Managing Your Account
34
Three-way Calling
16
Optional Features
35
Troubleshooting
35
VOICE MAIL
17
32
Speed Dial List
36
18
Star Code Reference Chart
37
Set Up Your Voice Mail
18
Voice Mail Menu Map
38
Individual Voice Mailboxes
18
Retrieving Your Voice Mail Messages
20
Greetings
21
Voice Mail Basics
Caller Invitation
21
Passcode
22
Other Voice Mail Features
23
Language and Gender Options
23
Message Preferences
23
Autoplay Messages
23
Envelope Information
23
Message Sort Order
23
Messaging with other Voice Mail customers & Group Lists 24
INDEX
40
1
FiOS Digital Voice Account Manager
Managing your features anywhere, anytime!
Experience a whole new level of control over your voice communications from your computer, FiOS TV or Smartphone.
Want to turn on Do Not Disturb while you watch Video On Demand on FiOS TV? Use your set-top box remote control!
Wish your sister could hear the voice mail you just got? You can forward it as an email attachment!
On vacation and forgot to turn on/off Call Forwarding or Simultaneous Ring? Just grab your smartphone!
Changes made on the Account Manager online will be reflected on your smartphone and FiOS TV applications and vice versa.
There is no additional charge for using FiOS TV or a smartphone to access FiOS Digital Voice!
From the Web
You can access your Account Manager from any computer with a broadband internet connection that meets the following system
requirements:
Operating System - Microsoft® Windows® 2000/2003, Windows 7, XP, Vista; Mac System: MAC OS X, Version 10.5.2
Browser - Internet Explorer® 6.0 or above, Firefox 3.0 or Safari 3.1 or above
Plug-ins - Macromedia Flash Plug-in® 7.0
Screen Resolution - 800 x 600 or greater
Go to www.verizon.com/fiosvoice. Log in with your Verizon Online username and password. If you have not yet established a
username and password or have forgotten it, simply click on the appropriate link to get started.
Once you have logged in, you can access and control your Call Log, Voice Mail,
Calling Features and more:
View the Call Log (Call Back using your FiOS Digital Voice line, Block, Delete)
View Voice Mail Inbox (Play messages, Call Back using your FiOS Digital Voice
line, Block, Delete)
Call Forwarding (Turn On/Off and change settings)
Do Not Disturb (Turn On/Off and change settings)
Simultaneous Ring (Turn On/Off and change settings)
Call Block (Turn On/Off and change settings)
Phone Book
Calendar
Yellow Pages Directory
Figure 1. Verizon FiOS Digital Voice Account
Manager Home Page
Customize your FiOS Digital Voice Account Manager (See Figure 2)
With FiOS Digital Voice, you can choose which three calling features you want to
see on your Home Page at any time and quickly turn them on and off. Refer to the
applicable section of the user guide for feature details.
To select the three features for the Home Page:
1. Sign in to your FiOS Digital Voice Account Manager.
2. Click the downward arrow to the right of the “Calling Features” section.
3. A pop-up box appears
4. Select the three features you would like to see on the Home Page and click
“Save”.
Figure 2. Personalize features on your FiOS
Digital Voice Account Manager
2
From Your FiOS TV
To access your FiOS Digital Voice account on your FiOS TV:
1)
Enable CallerID on TV if you haven't done so already (see
instructions on page 10).
2)
From the Main Menu, go to FiOS Digital Voice (Figure 3).
3)
The first time you access your account, you will be prompted
to activate Parental Controls (see below).
4)
You're ready to access your Call Log History, Voice Mail, and
some Calling Features using your set-top box remote control
(Figure 4).
Figure 3. FiOS Digital Voice
Figure 4.
View the Call Log (Call Back using your FiOS Digital Voice line, Block, Delete)
View Voice Mail Inbox (Play messages*, Call Back using your FiOS Digital Voice line, Block, Delete)
Call Forwarding (Turn On/Off and change settings)
Do Not Disturb (Turn On/Off and change settings)
Simultaneous Ring (Turn On/Off and change settings)
Call Block (Turn On/Off and change settings)
* Voice Mail playback is not available on Motorola 2500 P3 standard definition STB.
See each individual feature section in this document for step-by-step instructions for accessing features from your TV.
Parental Controls on TV
To Activate Parental Controls
The first time you access FiOS Digital Voice on your FiOS TV, you will be
prompted to activate Parental Controls. Parental Controls allows you to add a PIN
which restricts others from accessing your FiOS Digital Voice account from your
TV. You will be prompted for each TV so you can decide who has access from
each TV.
Figure 5.
If you wish to add this control, select “Yes” and use the number pad on your
remote control to enter a PIN. If you do not want to add Parental Control, simply select “No”. (You can always deactivate Parental
controls at any time.) You will be prompted to enter the PIN each time you access the features.
To deactivate Parental Controls:
1. Using your set-top box remote control, go to the Main Menu on your FiOS TV.
2. Select Settings.
3. Select Parental Controls.
4. Arrow over to Controls are ON.
5. Press OK to turn Parental Controls OFF.
3
From Your Smartphone
If you have an Android smartphone, you can download the FiOS Digital Voice mobile app through your app store. With the app
you can access the same features as with FiOS TV:
View the Call Log (Call Back using your FiOS Digital Voice line, Block, Delete)
View Voice Mail Inbox (Play messages, Call Back using your FiOS Digital Voice line, Block, Delete)
Call Forwarding (Turn On/Off and change settings)
Do Not Disturb (Turn On/Off and change settings)
Simultaneous Ring (Turn On/Off and change settings)
Incoming Call Block (Turn On/Off and change settings)
Figure 6. Call Log
Figure 7. Calling Features
NOTE: Changes made on your Account Manager online will be reflected on your smartphone and FiOS TV applications and vice versa. There is no
additional charge for using FiOS TV or a smartphone to access FiOS Digital Voice.
4
Making Calls From Your FiOS Digital Voice Phone Line
The FiOS Digital Voice Unlimited Plan offers unlimited domestic calling. International calls do incur a charge.
The Per Minute Plan charges for each minute of domestic use. Calls to other FiOS Digital Voice customers and calls to Verizon
residential wireline local phone service customers are considered “In-Network” calls and do not incur a per minute charge. All
other domestic and international calls incur a charge.
Phone
Domestic Calls and Calls to
Canada
For calls to locations in the U.S., U.S.
territories (American Somoa, Guam,
Mariana Islands and U.S. Virgin
Islands), Puerto Rico and Canada:
Dial the 3-digit area code + the 7digit phone number. There is no
need to dial a “1” before the area
code.
International Calls
For calls to most international
locations, dial 011 + country code +
city code (if applicable) + phone
number.
For calls to the following locations
dial 1 + the 10-digit phone number:
Anguilla, Antigua & Barbuda,
Bahamas, Barbados, Bermuda,
British Virgin Islands, Cayman
Islands, Dominica, Dominican
Republic, Grenada, Jamaica,
Montserrat, St. Kitts & Nevis, St.
Lucia, St. Vincent & Grenadines,
Trinidad & Tobago and the Turks &
Caicos Islands. FiOS Digital Voice
makes it easy for you to find
information on international rates
and country code.
Information on international rates
and country codes can be found in
your online Account Manager.
Collect Calls
You can make collect or third
number billed calls from your FiOS
Digital Voice line but cannot receive
them.
Blocked Numbers
You cannot make 0+, 00, 01, 500, 1010XXX, 700, 900, 950, 976 calls from
your FiOS Digital Voice line;
however, you can receive them.
Online Account Manager
To place a call using Calls and Messages Log:
1. Sign-in to your Account Manager.
2. Click on the name or telephone number of the person you would like to
call from the “Calls and Messages” Log.
3. A pop-up window will appear. Select “Call Back” from the menu.
4. A second pop-up window will appear asking if you want to dial that
specific number or enter a new number. Click “Dial”.
5. Your phone line will ring once the call is placed. Pick up your phone and
wait for the person on the other end to pick up.
To place a call using your Phone Book:
1. Sign-in to your Account Manager.
2. Select “Phone Book”.
3. Find the name of the person you would like to call.
4. Click on the name and select “Call” from the drop-down menu.
5. A second pop-up window will appear asking if you want to dial that
number or enter a new number. Click “Dial”.
6. Your phone will ring once the call is placed. Pick up your handset and
wait for the person on the other end to pick up.
To place a call from your Account Manager icon:
1. Sign-in to your Account Manager.
2. Click the “Place a Call” icon.
3. You can
a. select a recently called number by using the dropdown menu (the
last five numbers recently dialed will be displayed) ,
b. manually enter a number, or
c. Click “Browse Phone Book” to select a number.
4. Once the number is entered, click “Dial”.
5. Your FiOS Digital Voice phone line will ring once the call is placed.
6. Pick up your handset and wait for the person on the other end to pick
up.
TV
To call someone from
your Call Log:
1. Using your FiOS TV
set-top box
remote, select
“FiOS Digital Voice”
from the Menu
and click OK to
launch.
2. Select “Call Logs”.
3. Select the person
you would like to
call by using the
up and down
arrows on your
remote control
and press OK.
4. The system will
automatically dial
the number and
ring your phone.
Pick up your
phone and you’ll
be connected to
the called party.
NOTE: If the number you are attempting to dial is busy, you will hear a busy
tone.
International Rates and Country Codes:
1. Sign-in to your Account Manager.
2. Select 'Extras'.
To Block international calls on your FiOS Digital Voice line:
1. Sign-in to your Account Manager.
2. Select the “Administration” link on the left side of the screen.
3. Select the “International Call Block” tab.
4. Check the number(s) on which you would like to block international
calls.
5. Click “Save Settings”.
NOTES: “In-Network" calling does not include calls to Verizon Wireless, Verizon Business customers, or Verizon long distance-only customers.
See the Terms of Service found at www.verizon.com/fiosvoice for additional information on monthly and per use charges as well as
International rates. [insert hyperlink to Terms of Service']
5
Directory Assistance
Your primary FiOS digital Voice telephone number is automatically listed in the Verizon National Directory Assistance database
and your local Verizon Phone Book book at no charge. If you'd like to have that number not listed or not published for a small
charge, please contact your local business office or refer to the FiOS Digital Voice Terms of Service at www.verizon.com/fiosvoice.
NOTE: If you have selected a Pick Your Own Area Code number as your primary line, it will not be listed in your local phone book but it will be listed in
the Verizon National Directory Assistance database.
Online Account
Manager
Phone
411 Dialing
When you dial 411, you will
initially be queried for your
first listing by an automated
Directory Assistance service.
A directory assistance fee
will apply. Callers may
request a second listing, at
no additional charge, by
remaining on the line after
receiving their first listing.
Directory Assistance
Operators can also provide
enhanced services such as
reverse search, country
codes, sports scores,
restaurant guides, weather
and more.
You can look up business names or
categories in the Yellow Pages.
1. Sign-in to your Account Manager.
2. Select 'Directories'.
3. Enter the business name or category.
Extent of search (within 5, 10, 15 miles,
etc.) Then enter the street, city, state or
zip.
4. Click on 'Search'
5. Names and addresses will be displayed.
6. To call the business or add the number
to your phone book, click on the name,
address or phone number.
TV
You can look up a listing by name or category.
1. Using your FiOS TV set-top box remote,
select “FiOS Digital Voice” from the Menu
and click OK to launch.
2. Select Visual 411.
3. Browse the categories (e.g., restaurants,
plumbers, etc.), do a name search, or view
a recent search.
4. Click ok to dial the number.
5. Pick up your telephone when it begins
ringing to be connected.
You can also click the C button to call
Directory Assistance. A Directory Assistance
charge applies.
FiOS DIGITAL VOICE FEATURES
Features can be managed by phone, using your online Account Manager, or on your TV. Not all features can be managed using all
access methods. See each feature for options.
Phone
Call 1.888.234.6786
or
*86 from your home phone
Online Account
Manager
Sign-in to your Account Manager at
www.verizon.com/fiosvoice using your My
Verizon user name and password.
TV
Using your FiOS TV set-top box remote, select
“FiOS Digital Voice” from the Menu and click OK
to launch.
6
Call Forwarding
You can forward your calls to any number you wish. When Call Forwarding is turned on, you will not receive calls at your home
number until you turn the feature off. This feature will always override any other forwarding option (e.g., Call Forwarding to Voice
Mail when your line is busy or you don’t answer).
You can choose to forward all calls or calls from specific phone numbers. You can also schedule forwarding for specific times.
If you are not on the Unlimited Domestic Calling Plan, you will be charged usage for forwarded calls that are not in-network. Calls
forwarded to international numbers incur per minute rates. To learn how to check rates for international calls, please see the
“International Calls” section of this guide on page 4.
When you turn Call Forwarding on/off using one of the options below, it will change any setting previously set using any of the
other options.
Phone
To set up Call Forwarding:
1. Pick up handset.
2. Dial *72.
3. Wait for second dial tone.
4. Enter the destination
telephone number.
5. You will hear a
confirmation tone when
Call Forwarding has been
enabled.
To cancel Call Forwarding
from your phone:
1. Pick up handset.
2. Dial *73.
3. You will hear a
confirmation tone when
Call Forwarding has been
disabled.
Online Account
Manager
To set up Call Forwarding:
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Call Forwarding”.
4. In the box next to "Forward my incoming calls to", choose
a destination telephone number already on your list or
add a number.
5. Click the button to
a. “Forward all my calls”, or
b. “Forward calls only from certain numbers”. You can
add up to 10 numbers manually or from your Phone
Book.
6. Click “Activate Call Forwarding” and click OK to start
forwarding calls.
To forward calls according to a schedule:
1. To forward calls according to a schedule,
a. Check the “Forward Calls According to Schedule” box.
b. Enter your start/end dates and times.
c. If you want the schedule to repeat, click on the box,
choose the frequency, and fill in the “Repeat Until box.
d. Click on “Add Schedule” and click OK.
2. Do NOT click on "Activate Call Forwarding". Clicking on
this button will immediately turn on Call Forwarding and
override the schedule.
3. You can view the schedule by returning to “Call
Forwarding” or on your Calendar.
To turn off Call Forwarding or to change settings:
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Call Forwarding”.
4. Click on
a. “Stop Call Forwarding” and click OK or
b. “Change Settings” to change the forward to number,
add a schedule, or to change all calls/calls only from
certain numbers setting. Then Click on “Save Settings”.
TV
To Set up Call Forwarding:
1. Using your FiOS TV set-top
box remote, select “FiOS
Digital Voice” from the
Menu and click OK to
launch.
2. Use the down arrow to
select "Calling Features" and
click OK.
3. Select “Call Forwarding” and
click OK.
4. Using the number pad on
your remote control, enter
the destination telephone
number or arrow down to
choose a number
previously used and click
OK.
5. Click OK to save.
6. Use the C button on your
remote control to turn Call
Forwarding On and Off.
NOTES:
Telephone Numbers on your
online Account Manager list
cannot be accessed from your
TV. However, once you enter a
number from the TV, it will be
retained for future use from the
TV.
If you want to use the scheduling
feature, you must program using
your online Account Manager.
7
Call Logs
You can see a snapshot of your most recent calls on your online Account Manager or FiOS TV. The log includes incoming and
outgoing calls, missed calls, and calls that went to Voice Mail.
Online Account Manager
To view your Call Log:
1. Sign-in to your Account Manager.
2. Select “Calls and Messages”.
3. Select the “Call Logs” tab.
4. Your call log will be displayed with the last 100 incoming
and outgoing calls. Each listing has the caller’s name (if
available), number, and date/time of call.
5. You can sort calls by the type of call, the Call From number,
Call to Number, or Date & Time.
To call someone from your Call Log:
1. Click on the name or telephone number of the Contact
you would like to call from the Calls and Messages Log.
2. A pop-up window will appear. Select “Call Back” from the
menu.
3. A second pop-up window will appear asking if you want
to dial that specific number or enter a new number. Click
“Dial”.
4. Your phone line will ring once the call is placed.
5. Pick up your FiOS Digital Voice handset and wait for the
person on the other end to pick up.
6. If the number you are attempting to dial is busy, you will
hear a busy tone.
To add a number from your Call Log to your Phone Book:
1. Click on the caller’s name or number.
2. Select “Add to Phone Book/Update Entry” from the drop
down menu.
To block a caller from your Call Log:
1. Sign-in to your Account Manager.
2. Select "Calls and Messages"
3. Select the "Call Logs Tab."
4. Click on the name/telephone number you would like to
block.
5. Click on "Call Block" in the drop-down list.
6. Click on the "add" button next to the phone number box
where the number you want to block is displayed.
7. You will receive a confirmation message.
TV
To view your Call Log
1. Using your set-top box remote, from the Main Menu on
your FiOS TV select “FiOS Digital Voice” and press OK to
launch.
2. Select “Call Logs”.
3. Your most recent incoming and outgoing calls are
displayed. You can press the C button on your remote
control to refresh the Call Log.
4. Use the Back or Left arrow on your remote control to
return to the FiOS Digital Voice Menu. Press OK for Yes.
To call someone from your Call Log:
1. From the Call Log screen, select the person you would like
to call by using the up and down arrows on your remote
control and press OK.
2. The system will automatically dial the number and ring
your phone. Pick up your phone and you’ll be connected
to the called party.
To delete calls from your Call Log:
1. From the Call Log screen, select the call you would like to
delete from the log using the up and down arrows on your
remote control and press OK. Press OK again and the call is
deleted.
2. To delete all calls, from the Call Log screen press the
Options button using your remote control. Select “Delete
all calls” and press OK. Press OK and all calls will be deleted.
To block a caller from your Call Log:
1. Select the name/telephone number you would like to
block.
2. Click OK to block the caller.
3. Click OK to 'Do you want to add caller to blocked caller list".
4. You will receive a confirmation message.
NOTE: Missed incoming calls are identified with a red x, incoming calls
with a blue left arrow, and outgoing calls with a green right
arrow.
8
Call Notification
You can be notified by email if you get a call from a number you identified when enabling the feature. You can program up to ten
numbers on a list and the notifications will be sent even if you do not answer the call. This feature can only be managed from your
online Account Manager.
Online Account Manager
To set up Call Notification
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Call Notification”.
4. Enter the email address where you would like to be notified in the “Notify me when calls arrive from these numbers at this
email address” box.
5. Select
a. “Notify All Incoming Calls” or
b. “Notify calls only from certain numbers”. Then enter up to 10 phone numbers.
6. Click on “Activate Call Notification” and click OK.
To set up Call Notification
1. If you would like to schedule notifications,
a. Select “Add Call Notification according to a Schedule”.
b. Enter start/end dates and times.
c. If you want the schedule to repeat, click on the box, choose the frequency, and fill in the “Repeat Until” box.
d. Click on “Add Schedule” and click OK.
2. Do NOT click on "Activate Call Notification". Clicking on this button will immediately turn on Call Notification and will
override the schedule.
3. You can view your schedule by selecting “Call Notification” or in your Calendar.
To turn off Call Notification or to change settings:
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Call Notification”.
4. Click on
a. “Stop Call Notification” and click OK or
b. “Change Settings” to change your email address, add/change a schedule, or to change all calls/calls only from certain
numbers setting. Then Click on “Save Settings” and click OK.
You can also add a number to your notify list from your Call Logs:
1. Select “Calls and Messages”.
2. Locate the number you’d like to add.
3. Click on the number or name.
4. Click “Call Notification”.
5. Go to the Call Notification screen.
6. The number will be populated in the Phone Number box. Click on Add, then OK.
9
Call Return
Call Return allows you to easily call back the last party who called without dialing the number, even if you answered the call.
Phone
To activate Call Return:
1. Lift the handset and listen for dial tone.
2. Dial *69 and wait for the phone to ring to be connected to your last inbound caller.
Call Waiting
When you’re already on a call and someone tries to call you, you will hear a Call Waiting tone. The person calling hears ringing until
you answer, and the original caller doesn’t even know you are receiving a second call. You can either answer the new call or let it
go to Voice Mail if you’ve selected Voice Mail for your FiOS Digital Voice phone line. You can also temporarily disable the feature
prior to making a call or turn the feature off.
Phone
Online Account Manager
To accept a second call:
1. Put the first caller on hold and answer the second call by
clicking and releasing the flash or hang-up button.
2. Return to the first call and put the second call on hold by
clicking and releasing the flash or hand-up button again.
3. You can alternate between calls as often as you like.
N/A
To temporarily disable Call Waiting (if you don’t want to
be disturbed during a specific call):
1. Lift the handset and listen for dial tone.
2. Dial *70.
3. Listen for a confirmation announcement followed by a dial
tone, then dial the number you want to call.
4. When you hang up from your call, Call Waiting returns to
your phone automatically.
N/A
To disable Call Waiting for an extended period of time:
1. Lift the handset and listen for dial tone; then dial *44. This
disables the Call Waiting feature until you reactivate it.
To reestablish Call Waiting:
1. Lift the handset and listen for dial tone; then dial *43.
You’ll be able to hear the Call Waiting tone when you
receive calls.
To disable Call Waiting for an extended period of time:
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Call Waiting”
4. Click on “Stop Call Waiting” and then OK. This disables the
Call Waiting feature until you reactivate it.
To reestablish Call Waiting:
1. Sign into your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Call Waiting”.
4. Click on “Activate Call Waiting” and then OK. This enables
the feature until you disable it.
10
Caller ID
Caller ID is included in FiOS Digital Voice and allows you to:
see the name and phone number of an incoming call on your phone or Caller ID device and your FiOS TV when enabled.
Caller ID will display either the number or both the name and number of most callers. Some calls may be shown as “Out-ofArea” or “Unavailable”. If the person calling you blocks the display of his/her name and number, the letter “P” or the word
“Private” or “Anonymous” will appear. Caller ID will also display the name and number of a second caller when you have Call
Waiting activated.
send your name and number when you place calls.
NOTES:
Some names and numbers that are displayed cannot be called back because they do not accept incoming calls.
Your phone or device must be equipped to use this feature.
Caller ID on TV
Alerts will display while you are watching live and recorded shows, looking at the guide, and playing games.
TV
To activate CallerID on your FiOS TV:
1. Using your FiOS TV set-top box remote, press the Menu button.
2. Use the down arrow to select “Settings” and press OK.
3. Arrow over to “Caller ID”
4. Select “Check Availability” and OK.
5. A message will confirm that Caller ID is available. Arrow to “Yes” to enable. It can take up to 24 hours to activate.
Customizing your CallerID on TV:
From the Caller ID menu you can:
1. Enable/disable alerts.
2. Choose how long alerts display (2, 5, 10, or 15 seconds)
3. Where alerts display (top left, bottom left, or bottom right).
NOTE: CallerID on TV cannot be enabled for about 24 hours after your FiOS Digital Voice order completes. You will receive a message on the screen
to check back later if you recently ordered service.
11
Caller ID Block
Caller ID Block allows you to block your telephone number from being displayed on the phone or Caller ID device of the person
you are calling on a per-call basis or for all calls.
NOTE: Remember that the person you are calling may not accept unidentified calls.
Phone
To use Outgoing Caller ID Block for one call:
1. Lift the handset and listen for dial tone.
2. Dial *67 and wait for the confirmation tone.
3. Dial the number of the person you are calling.
4. Your Caller ID will be blocked to the person you are calling.
5. After the call is completed, Caller ID will resume displaying
on calls you make.
To turn on Outgoing Caller ID Block for ALL calls you
make:
1. Lift the handset and listen for dial tone.
2. Dial *31 and wait for the confirmation tone.
3. Calls made from your phone will no longer display your
Caller ID information.
To remove Outgoing Caller ID Block for ALL calls you
make:
1. Lift the handset and listen for dial tone.
2. Dial *32.
3. Calls made from your phone will now display your Caller
ID information
To cancel your Outgoing Caller ID Block on a per-call basis
(allows your Caller ID information to temporarily display
on the person’s device you are calling):
1. Lift the handset and listen for dial tone.
2. Dial *82 and wait for the confirmation tone.
3. Dial the number.
4. Your Caller ID information will display on the called party’s
device.
5. After the call is completed, Caller ID Block returns to its
previous state, and your Caller ID information will not
display on calls you make.
Online Account Manager
N/A
To turn on Outgoing Caller ID Block for all calls you make:
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Outgoing Caller ID Block”.
4. Click “Activate Outgoing Caller ID Block” and then OK.
5. Caller ID information will no longer be sent with your calls
until you reactivate it.
To remove Outgoing Caller ID Block for all calls you make:
1. Sign into your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Outgoing Caller ID Block”.
4. Click “Stop Outgoing Caller ID Block” then click OK.
5. Caller ID information will now be sent with your calls.
N/A
12
Do Not Disturb
When you have the Do Not Disturb feature activated, you will not receive any calls on your phone. You can choose to send all
callers directly to Voice Mail or to a prerecorded system greeting, “The party you are trying to reach is not accepting calls at this
time.” If you choose the prerecorded option, you can create a list of up to 10 exceptions whose calls you would like to accept.
Phone
Online Account
Manager
To set up Do Not Disturb
1. Pick up handset.
2. Dial *78.
3. You will hear a
confirmation when Do
Not Disturb has been
enabled.
4. If you have voice mail,
calls will immediately
forward to your mailbox.
If you don't have voice
mail, callers will hear a
busy signal.
To set up Do Not Disturb
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Do Not Disturb”.
4. Click on button to
a. “Forward them to Voice Mail” (requires
activated FiOS Digital Voice Mail) or
b. “Play the system Do Not Disturb greeting”.
You can create a list of up to 10 exceptions
whose calls you would like to accept. You
can add them manually or from your Phone
Book.
5. Click on "Activate Do Not Disturb" and click OK.
To cancel Do Not Disturb:
1. Pick up your handset.
2. Dial *79.
3. You will hear a
confirmation when Do
Not Disturb has been
disabled.
To set up Do Not Disturb using a schedule
1. Click on “Set Do Not Disturb According to a
Schedule”.
2. Enter “Start/End” dates and times.
3. If you want the schedule to repeat, click on the
box, choose the frequency, and fill in the
“Repeat Until” box.
4. Click on “Add Schedule” and then OK.
5. Do NOT click on "Activate Do Not Disturb".
Clicking on this button will immediately turn
on Do Not Disturb and will override your
schedule.
6. You can view the schedule by simply selecting
“Do Not Disturb” on the menu or going to your
Calendar.
TV
To set up Do Not Disturb
1. Using your FiOS TV set-top box
remote, select “FiOS Digital Voice”
from the Menu and click OK to launch.
2. Use the down arrow to select
"Calling Features" and click OK.
3. Select “Do Not Disturb” and click OK.
4. Use the arrow keys on your remote
control to select
a. “Forward Calls to Voice Mail”
b. “Play the System Greeting”
5. Click OK.
6. Use the C button on your remote
control to turn on/off.
NOTE: If you want to use the scheduling feature
or create a list of exceptions, you must
program using your online Account
Manager.
To turn off Do Not Disturb:
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Do Not Disturb”.
4. Click on
a. “Stop Do Not Disturb” and click OK or
b. “Change Settings” to add/change a
schedule or to change the forward to Voice
Mail or Play the system greeting setting.
Click on “Save Settings” and click OK.
NOTE: If you enable Do Not Disturb using *78, you cannot disable or change options using your Online Account Manager or from your FiOS TV. If you
enable this feature online or from your TV, you cannot turn it off using *79. Also, when you enable Do Not Disturb using *78 and don't have voice
mail, callers will hear a busy signal. You cannot activate a Do Not Disturb message like you can when setting it up from your Account Manager
or TV.
13
Incoming Call Block/Anonymous Call Rejection
Incoming Call Block allows you to reject calls from parties who have blocked their calling information (aka Anonymous Call
Rejection). You can also block calls from up to 10 specific telephone numbers.
Phone
To set up Anonymous Call
Rejection:
1. Dial *77 to activate
To cancel Anonymous Call
Rejection:
1. Dial *87 to disable
NOTE: Blocking calls from
specific telephone
numbers cannot be
done on your phone
but can be done online
or on your TV.
Online Account
Manager
To set up Incoming Call Block:
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Incoming Call Block”
4. Click on
a. “Reject All Anonymous Calls” and/or
b. “Reject calls” from certain numbers.
You can reject calls from up to 10
numbers by entering a number in the
Phone Number box and clicking Add.
The number will be added to the list.
5. Click “Activate Incoming Call Block” and
OK.
To cancel Incoming Call Block or change
the block list:
1. Select "Calling Features" from the menu.
2. Select “Incoming Call Block”.
3. Click on
a. “Stop Incoming Call Block” to cancel
the block.
b. “Change Settings” to change numbers
being blocked. You will be able to
delete existing numbers or add new
ones.
You can also add a number from your Call
Logs:
1. Sign-in to your Account Manager.
2. Go to “Calls and Messages”.
3. Locate the number you’d like to block and
click on it.
4. Click “Call Block” in the dropdown box.
5. Go to the “Incoming Call Block” screen.
6. The number will be populated in the
Phone Number box. Click on Add, then
OK. The number is then added to your list.
TV
To set up Incoming Call Block:
1. Using your FiOS TV set-top box remote,
select “FiOS Digital Voice” from the Menu
and click OK to launch.
2. Use the down arrow to select "Calling
Features" and click OK.
3. Select “Incoming Call Block” and click OK.
4. Select
a. “Block All Anonymous Calls” and click on
ok to check the box, and/or
b. To block specific numbers, click on “Use
Blocked Caller List”. Then click on
“Manage Block” and click OK. Add the
10-digit number(s) you’d like to block or
choose numbers already on your list.
(Numbers added on your online
Account Manager will also be displayed
in the list.) Click OK to save.
5. Use C button on your set-top box remote
to turn on/off.
To cancel or Change Incoming Call Block:
1. To cancel:
a. If you are using both “All Anonymous
Calls” and “Blocked Caller List” and want
to cancel only one of the blocks,
deselect the block to be turned off.
b. If you want to turn off both blocks, use
the C button on your set-top box
remote..
2. To remove a telephone number from the
list, use the down arrow button to scroll
to the number you want to delete, then
click OK.
3. To enter a new number, use the Down
Arrow key on your remote to move the
number down to the list of blocked
numbers. Use the Up arrow key to add
another number in the Add a Number” box.
Use the back arrow to return to the
Incoming Block screen.
14
Locate Me
This feature allows incoming calls to ring up to three numbers, in sequence. When activated, the system automatically tries to
reach you at the first number on the list whenever an incoming call arrives. If you don’t answer the first number, the system will try
the next number. If you have voice mail and the system is unable to locate you at any of the specified numbers, the call will be
transferred to your mailbox.
Online Account Manager
To set up Locate Me:
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Locate Me”.
4. Click the down arrow in the box under Phone Number. Manually add a number or choose one from your phone book.
Click on Save and OK. Now when you click on the down arrow, the number should be in the dropdown. Click on the number
and then specify the Number of Rings.
5. To add an additional number to the list, click on “Manage Forwarding Numbers”, enter a nickname and phone number, then
click Add and OK.
6. The original number will no longer be populated in the first box to allow you to reorder the sequence. Order the numbers in
the sequence you prefer, and you can adjust the number of rings if desired.
7. Click “Activate Locate Me” and then OK.
To turn off Locate Me or change Forwarding Numbers:
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Locate Me”.
4. Click
a. “Stop Locate Me” to turn it off.
b. “To reorder the list, click on “Change Settings”. Re-order the numbers. Then click on “Save Settings” and OK.
c. To delete a number from the sequence, click on “Stop Locate Me”. Then click on “Manage Forwarding Numbers”. Delete
the number. Re-select a number for the Phone Number box. Then “Activate Locate Me”.
d. To add a number, click on “Manage Forwarding Numbers”. Add the number. Click on “Change Settings”. The new number
should be populated in the next available phone number dropdown box. Click on the number in the drop down and
assign a number of rings. Then click on “Save Settings”.
15
Schedule A Call
Do you make calls to certain people on a regular basis or have a call you simply can't forget to make? With the Schedule Call
feature, your phone will ring you at the scheduled time to initiate the call. No more forgetting important birthdays or letting too
much time elapse before you call Mom!
Online Account Manager
To schedule a call:
1. Sign-in to your Account Manager.
2. Select "Calendar".
3. Click on "Schedule Call"
4. Enter the number you want to call in the "Call to Number" box. Or you can browse your phone book, click on the button
next to the number, and click OK. The number will be populated in the box.
5. Enter the date and time you'd like to schedule the call.
6. Click on "Save".
7. Your calendar will be updated with the call.
8. The system will call you at the specified time and connect you to the desired number.
9. If you want to check the status of your scheduled call or make changes, just click on that entry on your calendar.
Schedule Call Back allows you to set the date and time to make a call; when that time comes FiOS® Digital Voice will automatically
ring your phone and then connect to the desired number. You'll never miss calling someone back again!!
Simultaneous Ring
Never miss another important call. When you activate Simultaneous Ring, any incoming call you receive will automatically ring up
to three unique phone numbers at the same time. For example, you could ring your cell, work, and a friend’s line all at the same
time. The first phone answered connects the call.
Online Account Manager
To set up Simultaneous Ring
1. Sign-in to your Account Manager.
2. Select "Calling Features" from the menu.
3. Select “Simultaneous Ring”
4. Enter up to three numbers you would like to ring when
you receive a call at home.
5. Click “Activate Simultaneous Ring”
To turn off Simultaneous Ring or to change numbers:
1. Select "Calling Features" from the menu.
2. Select “Simultaneous Ring”
3. Click on
a) “Stop Simultaneous Ring”
b) “Change Settings” to add/remove a number. Click on
“Save Settings” and OK.
TV
To Set up Simultaneous Ring:
1. Using your FiOS TV set-top box remote, select “FiOS Digital
Voice” from the Menu and click OK to launch.
2. Use the down arrow to select "Calling Features.
3. Select “Simultaneous Ring” and click OK.
4. Click OK to “Change Settings”.
5. Using the number pad on your remote control, enter up to
3 telephone numbers (use the down arrow to move to
the next number). To clear a number, use the to remove
a number.
6. Use the down arrow to select “Save Settings” and click
OK.
7. Press C on your set-top box remote control to turn the
feature on (or off )
16
Speed Dial
Speed Dial lets you make calls faster by dialing a two-digit code for frequently called numbers. You can store up to 100 numbers.
Phone
To add or change a number on your Speed Dial 100 list:
1. Lift the receiver and listen for dial tone.
2. Dial *75. You will hear three quick beeps and a second dial tone.
3. For domestic and Canadian numbers, enter the two-digit Speed Dial number you want to use (00-99) + the 10-digit
number, followed by #.
4. For most international numbers, enter the two-digit Speed Dial number you want to use (00-99) + 011+ the country code +
the city code (if applicable) + the phone number, followed by #.
5. To change a Speed Dial number, simply repeat the process above.
6. See the FiOS Digital Voice Speed Dial List in the Appendix for a place to record your Speed Dial numbers.
To make a call using the Speed Dial 100 feature:
1. Lift the receiver and listen for dial tone.
2. Dial # + the two-digit Speed Dial number (00-99).
NOTE: Domestic and International rates apply for calls made using Speed Dial. To learn how to check rates for international calls, see the
“International Calls” section of this guide.
Three-Way Calling
Three-Way Calling allows you to add a third person to your conversation, so you can get family, friends or coworkers together
anytime you like.
Phone
To add a third person to your call:
1. Press and release your flash or hang-up button to put the first caller on hold.
2. Listen for the dial tone.
3. Dial the three-digit area code and seven-digit telephone number you want to add. (For international numbers, refer to the
instructions on page 4.
4. When that person answers, press the flash or hang-up button once, and all three of you will be connected.
To disconnect:
1. Either of the other two people on the call can leave the conversation by hanging up. You will still be connected to the
remaining person.
2. You can remove the third person at any time by pressing the flash or hang-up button once.
3. To disconnect the entire three-way call, press your flash button to release the second caller and then hang up to release the
third caller.
Other important points about Three-Way Calling:
If the second line is busy or there is no answer, you can return to the first caller by pressing the flash or hang-up button
twice.
To avoid placing a three-way call accidentally, hang up your phone and wait for at least three seconds between every call,
whether it’s a three-way call or not.
Hanging up on a three-way call will disconnect the other two callers.
17
VOICE MAIL
Voice Mail is a free optional service that allows callers to leave messages when your line is busy or you don't answer. Your mailbox
can store 50 three-minute messages, and you can add up to 8 Individual Mailbox extensions for family members. You can retrieve
messages by phone, online from your FiOS Digital Voice Account manager, or from your FiOS TV. Not all features can be managed
using all access methods. See each feature for available options.
Online Account
Manager
Phone
Call 1.888.2FIOSVM
(1.888.234.6786)
or
*86 from your home phone
NOTE:
Sign-in to your Account Manager at
www.verizon.com/fiosvoice using your My
Verizon user name and passcode.
TV
1. Using your set-top box remote, from the
Main Menu on your FiOS TV, select FiOS
Digital Voice and click OK to launch.
2. Select Voice Mail.
FiOS Digital Voice mailboxes that have not been set up within 60 days of activation will be removed. Voice Mail service can be added back to
your account at any time free of charge by calling 1.800.VERIZON (1.800.837.4966) or at Verizon.com by following these steps:
1. Go to www.verizon.com and sign in.
2. Click on Account, Home Phone, Add or Change Services.
3. Scroll to the Phone section and click on Change next to Voice Mail.
Figure 8. Online Account Manager
18
Voice Mail Basics
To set up your Voice Mail
Callers can leave you messages even before your mailbox has been set up; however, you will not be able to listen to your
messages or use the other features in your mailbox until you complete the set up process.
Phone
To set up your voice mail:
1. Call the Verizon FiOS Digital Voice Mail system at 1.888.2FIOSVM (1.888.234.6786) or *86 from your home phone.
2. If you are calling while away from home, enter your home telephone number followed by #.
3. Enter your starter passcode, followed by #. Your starter passcode is the last four digits of your FiOS Digital Voice telephone
number.
4. Follow the voice prompts to select the default language, create a new passcode, and record your personal and busy
greetings and name announcement.
5. You can make changes to your mailbox options at any time. When making changes by phone, follow the steps in the menu
map on pages 39 and 40. Changes can also be made using your online Account Manager, and some options can be
changed on your FiOS TV.
NOTES:
If you exit the setup process before completing all the steps, the next time you call your Voice Mail you will be required to start the set up process
from the beginning. However, anything you have previously changed will be stored.
Your new Passcode must be 4-10 digits. It should be easy for you to remember, but difficult for others to guess. You cannot use repeating digits
(e.g., 1111), sequential digits (e.g., 1234, 6543), or any part of your phone number.
Individual Voice Mailboxes
By assigning Individual Mailboxes, up to eight family members can have their own personal mailboxes. As the host, you create the
mailboxes and then your family members can record their own greetings, choose their own passcodes, and set up mailbox
options.
Phone
To create a new Individual Mailbox:
1. From the main menu, press 4 for Personal Options.
2. Press 4 for Individual Mailbox
3. Press 1 to create an Individual Mailbox and follow the
prompts.
4. After creating an individual mailbox you will again hear
the prompt “To create an individual mailbox press 1”. If you
don’t want to create another mailbox, you can press * to
return to the main menu to re-record the main greeting.
Your greeting should instruct callers about keys to press to
reach each family member. For example, “Hi. You’ve
reached the Smith residence, for Mary press 1, for David
press 2, or for Sean press 3.”
NOTE: There are 8 Individual Mailboxes in addition to the main/base
mailbox number which is mailbox 0. The temporary starter
passcode for each individual mailbox is assigned by the system
and is a single digit (e.g., 1 for mailbox 1; 2 for mailbox 2, etc).
Online Account Manager
N/A
19
Individual Voice Mailboxes (continued)
Phone
To set up each new Individual Mailbox:
1. Call the Verizon FiOS Digital Voice Mail system at
1.888.2FIOSVM (1.888.234.6786) or *86 from your home
phone.
2. When prompted for a passcode, do not enter the
passcode for the primary mailbox. Enter the starter
passcode (1, 2, 3, etc.). for the individual mailbox, followed
by #. (e.g., 1#).
3. Enter the number of the individual mailbox you wish to set
up (1, 2, 3, etc). You should hear “Welcome to your Verizon
Voice Mailbox . .”
4. Follow the prompts for language options, creating a new
4-10 digit passcode, recording a new name for the
mailbox, and recording greetings.
5. Once the individual mailbox setup is complete, you can
return to the main menu and/or exit the mailbox.
Online Account Manager
To Passcode Protect/Unprotect Individual Mailboxes when
using the online Account Manager:
1. Set up the Individual Mailbox(s) by phone.
2. Sign-in to your Account Manager.
3. From the main menu, select "Voice Mail Settings".
4. Select “Individual Voice Mail Access”.
5. Click on “require passcode entry” or “do not require
passcode entry”.
6. Click “Save Setting”.
NOTES:
You will need to repeat the above steps for each individual mailbox
that you have created.
Don’t forget to change your main greeting to give callers the
mailbox numbers for your family members.
To delete an Individual Mailbox:
1. When prompted for a passcode, enter the passcode for
the main/base mailbox.
2. From the main menu, press 4 for Personal Options.
3. Press 4 for Individual Mailbox.
4. Press 2 to delete an Individual Mailbox and follow the
prompts.
To delete an Individual Mailbox:
1. From the main menu, select “Voice Mail Settings”.
2. Go to “Individual Mailboxes”.
3. Click the box next to the mailbox you want to delete.
4. Click “Delete” and OK.
To Retrieve Voice Mail from an Individual Mailbox:
1. When prompted for a passcode, enter the passcode for
the individual mailbox, followed by #.
2. Enter the number of your individual mailbox (1, 2, 3, etc).
To Retrieve Voice Mail from an Individual Mailbox:
a) From the main menu, select “Calls and Messages”.
b) Click on the “Voice Mail” tab.
c) Choose “Main Mailbox” or the mailbox number from the
Mailbox box.
d) Click on the message you want to hear.
NOTE: By deleting a mailbox, you will lose all messages stored in that
mailbox and they cannot be retrieved.
You can passcode protect Individual Mailboxes to require
entry of the mailbox passcode to allow message retrieval.
1. Sign-in to your Account Manager.
2. Select “Voice Mail Settings”.
3. Click on “Individual Mailbox Access”.
4. Select “Require Passcode Entry”.
5. Click “Save Settings”.
20
Retrieving Your Voice Mail Messages
Look for the message waiting light if one is provided on your telephone. Otherwise, when you pick up the handset, you will hear
the “interrupted” dial tone when new messages have arrived.
Phone
To listen to your
messages:
1. Dial the FiOS
Digital Voice Mail
system at
1.888.2FIOSVM
(1.888.234.6786)
or *86 from your
home phone.
2. When calling
while away from
home, you will
have to enter your
mailbox number
(your 10-digit
telephone
number) followed
by #.
3. Enter your
Passcode,
followed by #.
4. At the Main Menu,
press 1 to listen to
your messages.
5. You can press 1 to
replay the
message, 2 to
save it, or 3 to
delete it. (See the
menu map on
pages 39 and 40
for other options
during and after
message
playback.)
Online Account
Manager
To listen to your messages:
1. Sign-in to your Account
Manager.
2. From the main menu, click
on “Voice Mails” under
Summary or select “Calls and
Messages” and click on the
“Voice Mails” tab.
3. Click on the Play button next
to the message you’d like to
hear. An audio player
window appears and your
message plays
automatically. You also have
the option to stop, pause,
rewind, or fast forward your
message You can delete or
forward the message from
the play box or click on the X
to close the box.
4. Messages are automatically
saved for 30 days unless you
delete them.
To renew a message after the
30 day period:
1. Select “Calls and Messages”.
2. Click on the “Voice Mails”
tab.
3. Click on a Voice Mail
message, and select “Renew”
from the drop down-menu.
To permanently save Voice
Mail messages:
1. Play the message to open
the audio box.
2. Click on “Forward”.
3. Enter your email address.
4. Click on “Yes, I have read the
disclaimer.”
5. Click on “Send”.
6. The Voice Mail message will
be attached as a .wav file.
7. You can then save the
message to your PC or other
device.
TV
To listen to your messages:
1. Using your set-top box remote, from the Main Menu on your
FiOS TV select FiOS Digital Voice and press OK to launch.
2. Select Voice Mail.
a. Your Voice Mails messages are listed. Unheard messages will
be marked NEW.
b. Select the Voice Mail you want to hear and press OK. Ensure
that your TV is not on mute.
c. Use the down arrow to select "Voice Mail"
d. Your television program will be paused momentarily while
the voice mail is played back on your TV
e. You can
1. Block a Caller:
a. From the Voice Mail screen, select the caller you
would like to block by using the up and down arrows
on your remote control.
b. Using your remote control, press the Options button.
c. Use the up and down arrows to select Block Caller
and press OK.
2. Call Back:
a. From the Voice Mail Screen, select the caller you
would like to call back by using the up and down
arrows on your remote control.
b. Using your remote control, press the Options button.
c. Use the up and down arrows to select Call Back.
d. After pressing OK, your phone will ring.
e. Answer your telephone to connect to the number you
dialed.
To Delete a Single Voice Mail:
1. From the Voice Mail screen, select the voice mail you would like
to delete by using the up and down arrows on your set-top box
remote control.
2. To Delete, press Options on your remote control.
3. Use the down arrow to select Delete All.
4. Press OK.
To Delete All Voice Mails Messages:
1. From the Voice Mail screen, press the Options button on your
remote control.
2. Use the down arrow to select "Delete All.
3. Press OK.
To Refresh the Voice Mail Log:
1. From the Voice Mail screen, press the C button on your set-top
box remote.
21
To Change Your Greeting
When Voice Mail answers, callers will hear a personal greeting that you record or a system greeting that you select. You can
change your greetings as often as you like.
Phone
To change your Greeting:
1. At the Main Menu, press [4] for Personal Options.
2. Press 2 for Greetings.
3. Press
a. 1 for Name Recording.
b. 2 for Busy Greeting.
c. 3 for Personal or System Greeting.
d. 4 for Extended Absence Greeting.
4. Follow the prompts to record and save your new greeting(s).
Online Account Manager
Although greetings cannot be recorded from your online
Account Manager, you can change between your personal
and busy greeting and turn your busy greeting on/off.
1. Sign-in to your Account Manager.
2. Select “Voice Mail Settings”
3. Select “Greeting”.
4. Select which greeting to play.
5. Click “Save Settings” to ensure your settings have been
updated.
NOTE: When using a system greeting, you can choose to include your telephone number, name, or no name/number. Callers will hear, "You have
reached 'name', 'number', or 'a voice mailbox' followed by the tone. You should also enable Caller Invitation (see below) which adds "Please leave
a message after the tone, then press #." to create a complete greeting for your callers.
Caller Invitation
When you turn on Caller Invitation, your greeting is followed by a system recording that tells the caller to press # after recording
their voice mail message to hear options. The message says:
To send your message now, press #.
To mark Private, press 1.
To mark Urgent, press 4.
To hear your message again, press 5.
To request return call, press 6.
To re-record, press *.
When Caller Invitation is off, the caller just hears your greeting and can hang up after recording their message.
Phone
To Turn Caller Invitation on/off:
1. At the Main Menu, press 4 for Personal Options.
2. Press 2 for Greetings,
3. Press 5 for Caller Invitation.
4. To turn the Caller Invitation prompt on/off, press 1.
22
To Change Your Passcode
Phone
1.
2.
3.
4.
At the main menu, press 4 for Personal Options.
Press 1 for Personal Profile.
Press 1 to change the Passcode.
Enter the new 4-10 digit number and press #.
Then Press 1 to confirm.
Online Account Manager
1.
2.
3.
4.
5.
6.
Sign-in to your Account Manager.
From the main menu, select “Voice Mail Passcode”.
Enter your old Passcode.
Create your new Passcode.
Confirm your new Passcode.
Click “Save Settings” to ensure your new Passcode has been created.
NOTE: Your new Passcode must be 4-10 digits in length. It should be easy for you to remember, but difficult for others to guess. You cannot use
repeating digits (e.g., 1111), sequential digits (e.g., 1234, 6543), or any part of your phone number.
23
Other Mailbox Options
Language Options
Language Options allows you to choose language and gender for the prompts both you and your callers hear. The default
language is English with a female voice. You can also choose full or quick prompts. Quick prompts minimize the words spoken for
each command. For example:
Full standard prompts:
“To listen to your messages, press 1. To Send a message, press 2. For your personal options, press 3.”
Quick Prompts
“To listen, press 1. Send a message, press 2. Personal options press 3.”
Phone
1.
2.
3.
4.
5.
At the Main Menu, press 4 for Personal Options.
Press 1 for Personal Profile.
Press 2 to change Language.
Press 1 for English or 2 for Spanish.
Follow the prompts to select full male, full female, quick
male, or quick female prompts.
Online Account Manager
1.
2.
3.
4.
5.
Sign-in to your Account Manager.
At the main menu, select “Voice Mail Settings”.
Select “Telephone Settings”.
Select English or Spanish and male or female voice.
If you want full prompts, click the Standard prompts box.
Otherwise, you will have Quick Prompts.
6. Click “Save Settings” to ensure the changes are accepted.
NOTE: If you only want to change the gender for the prompts, you must
reselect the English/Spanish prompts to get to that choice.
Message Preferences
You can
change the order in which your messages play,
turn the envelope (date and time stamp) on/off before each message,
use the Autoplay feature.
Phone
1. From the main menu, press 4 for Personal Options.
2. Press 5 for Message Preferences.
3. Follow the prompts to:
a. Turn off automatic envelope information playing
before each message. You can choose to hear envelope
information by pressing 6 after listening to a message.
b. Turn Autoplay feature on/off.
c. Change the sort order of messages (oldest to newest
or vice versa).
d. Hear your caller’s number.
Online Account Manager
1.
2.
3.
4.
Sign-in to your Account Manager.
From the main menu, select “Voice Mail Settings”.
Select “Telephone Settings”.
You can turn off envelope information playing before each
message. Just uncheck “Hear the date and time of Each
Message”. You can still hear envelope information by
pressing 6 after listening to a message.
5. Click on “Save Settings” and OK.
NOTE: Autoplay and sort order can only be done by phone.
24
Messaging With Other FiOS Digital Voice Mail Customers
Mailbox to Mailbox Messaging lets you quickly and easily exchange messages with other Verizon FiOS Digital Voice Mail customers
without calling them directly or ringing their phone. It’s also a fun and convenient way to communicate with your family’s
Individual Mailboxes when there’s something you don’t want to forget to tell them.
You can even set up Group Lists to make it easy to send a message when you communicate with the same people on a regular
basis. You also have delivery options:
Private – prevents the message from being copied to another mailbox.
Future Delivery – delivers your message at a future date and time you specify, up to one year in the future.
Return Receipt - notifies you with a message in your mailbox when the recipient listens to your message.
Urgent - plays the message before others.
Phone
To send a Mailbox to Mailbox Message:
1. At the Main Menu, press 2.
2. Listen for further instructions to:
a. Enter the recipient(s)’ mailbox number(s), Individual Mailbox number or a Group List number (see Group Lists below).
b. Record your message.
c. Press # to send your message, 5 to hear what you have recorded, * to re-record your message, or you can choose one of
the delivery options:
[1] for Private
[2] for Future Delivery
[3] for Return Receipt
[4] for Urgent
To reply to a message or to send a copy of a message:
1. At the Main Menu, press 1 to listen to a message in your mailbox.
2. After listening to the message,
a. Press 4 to reply to a message sent from another FiOS Digital Voice Mail customer. If your caller is not also a FiOS Digital
Voice Mail customer, you will not have this option.
b. Press 5 to send a copy of the message to another FiOS Digital Voice mailbox.
Group Lists
You can send a single message to every number in the group at one time. Be sure to update your list as the members of your
group change.
To create a group list:
1. At the Main Menu, press 4 for Personal Options.
2. Press 3 for Group Lists.
3. Press 1 to create the Group List.
4. Listen for further instructions to:
a) Assign a Group List number.
b) Name your Group List.
c) Enter mailbox numbers you want on this list.
25
Notification Options
You will be alerted at home when messages arrive by an interrupted dial tone and/or message waiting light on your phone (if
equipped). You can also be notified by email, wireless SMS text notification, pager notification or Special Delivery (at another
telephone number).
Phone
Online Account Manager
To turn MWI on/off:
1. From the main menu, press 4 for Personal Options
2. Press 1 for Personal Profile
3. Press 3 for Notification Options. The system will give a
status of all notification options.
4. Press 1 for MWI (Audible and Visual Message Waiting
Indicator)
To turn MWI off:
1. Sign-in to your Account Manager.
2. Select “Voice Mail Settings” from the menu.
3. Select “Voice Mail Notifications”
4. Deselect “Light message light and/or change dial tone to
stutter (where available)”.
5. Click on “Save Settings” and OK.
NOTE: We recommend leaving these features turned on so that you
have immediate notification of a new message.
NOTE: We recommend leaving these features turned on so that you
have immediate notification of a new message.
To turn Special Delivery, Email, Text and Pager
Notification on/off (once set up using your Account
Manager):
1. From the main menu, press 4 for Personal Options.
2. Press 1 for Personal Profile.
3. Press 3 for Notification Options. The system will give a
status of all notification options.
a) Press 2 for Special Delivery at another number.
b) Press 3 for Email Notification.
c) Press 4 for Wireless SMS Text Notification.
d) Press 5 for Pager Notification.
To set up and turn on/off Notification Options:
1. Sign-in to your Account Manager.
2. Select “Voice Mail Settings” from the menu.
3. Select “Voice Mail Notifications”
4. Click on
a. “Send to this cell number” then enter the number.
b. “Send to this pager number” then enter your pager
number and select the provider from the drop-down
list.
c. “Sending me an email” and enter your email address. If
you would like to have a copy of the voice mail
attached as a .wav file to your email, check “Attach
voice mail in email alert”.
d. “Send my message to this number” then enter the
phone number (Special Delivery).
e. “Warn me when my mailbox is nearly full”.
5. If you only want to be notified of urgent messages, check
“Urgent Messages Only” next to the option(s) you have
chosen.
6. Click on “Save Settings” and OK.
NOTE: Email and Pager Notification must be set up using the online
Account Manager. Until they are set up, they will not be
presented in the menu. Once enabled, you can change settings
or disable the features by phone. If you disable these features by
phone, you will have to set them up again online.
NOTES:
Although you must create notification options from the FiOS Digital
Voice Account Manager, once they are set, you may turn the Pager
and Text Notification on/off by phone.
Voice Mail sent as a .wav file is not secure and may be intercepted by
third parties during transmission over the Internet. Verizon is not
responsible for the content of messages sent using the FiOS Digital
Voice email feature or for messages that are lost or delayed during
transmission.
26
Ring Count Change
You can decide how many times your phone will ring before calls forward to Voice Mail. Keep in mind your callers could hear one
or two additional rings.
Phone
1.
2.
3.
4.
Online Account Manager
At the Main Menu, press 4 for Personal Options.
Press 1 for Personal Profile.
Press 6 for Ring Count.
Choose from 2 to 6 rings.
1.
2.
3.
4.
Sign-in to your Account Manager.
From the Main Menu, select "Voice Mail Settings".
Select "Telephone Settings".
Choose the number of rings from the dropdown box (2-6
rings).
5. Click on "Save Settings".
Note: Ring Count Change is only available from the Base/Main Mailbox. It is not available from Individual Mailboxes.
Voice Mail Screening
Voice Mail Screening allows you to listen to a person leaving you a message in real time similar to an answering machine. During
the message, you can choose to interrupt the message and take the call live or have the message continue to be left on Voice Mail.
Online Account Manager
To turn on Voice Mail Screening:
1. Sign-in to your Account Manager.
2. Select “Voice Mail Settings” from the main menu.
3. Select “Voice Mail Screening”.
4. Click “Activate Voice Mail Screening” and OK.
5. You will now be able to listen to messages as they are being recorded.
To listen to a message while it is being left:
1. After a call has forwarded to voice mail and your caller is leaving a message, your phone will ring.
2. When you pick up the phone you will hear your caller. You can:
a. press [1] to be connected to the caller (the message that the caller was leaving will NOT be retained in the mailbox once
you are connected).
b. Hang up and let the message be recorded in your Voice Mail.
Wake Up Call & Reminder Messages
You have two options for sending reminders to yourself at home– Wake Up Call and Reminder Messages. For Wake Up Call, you
can schedule a system message to be delivered weekdays or weekends. For Reminder Messages, you can record your own
message and choose one-time, daily, weekday, weekend, or a specific day reminder.
Phone
To set up a Wakeup Call or Reminder Message:
1. From the main menu, press 3 for Reminders and Wake Up
2. To set up the reminder
a. Press 1 to schedule a Wake Up Call
b. Press 2 to schedule a Reminder Message
3. Follow the prompts to set up the schedule for your reminder and to record Reminder Messages.
4. Press 1 to confirm.
27
More FiOS Digital Voice Options
Calendar
FiOS Digital Voice provides you with an online calendar where you can keep track of appointments and events.
Online Account Manager
To create a New Event:
1. Sign-in to your Account Manager.
2. Select “Calendar”.
3. Select the “New Event” tab.
4. Enter the required information for your New Event.
5. Select a reminder if you want to be reminded of the New Event or check “Repeat this Event” for events that occur multiple
times.
6. Click “Save”.
Directories
FiOS Digital Voice allows you to easily search Yellow Pages for a business listing using your Online Account Manager.
Online Account Manager
To use Directories:
1. Sign-in to your Account Manager.
2. Select "Directories".
3. Enter the business name or category and click "Search".
4. Search results will be displayed, including the phone number and address.
Fax Capability
Need to send a fax? With FiOS Digital Voice, all you need to do is make sure your fax machine is plugged into your FiOS Digital
Voice line. Dial out as you normally would to make a call and your fax will be sent.
If you experience difficulties sending or receiving a fax and you have ensured the problem is not with the machine, please contact
our support center at 1.800.VERIZON to check if the line you are using is properly provisioned to support fax calling.
28
Phone Book
FiOS Digital Voice provides you with an online Phone Book. You can save frequently called contacts, as well as key information,
such as email address, home address and much more. You can import contact information from an email program or phonebook.
Online Account Manager
To add a contact to the Phone Book:
1. Sign-in to your Account Manager.
2. Select “Phone Book”.
3. Select the “Add a Contact” tab.
4. Enter the information and click “Save”.
To add or edit a Phone Book contact from the Call Logs or Voice Mails tabs:
1. Click on any telephone number.
2. A pop-up window will appear.
3. Click “Add to Phone Book/Update Entry”.
4. You can create a new contact or update an existing contact by following the instructions.
To import contact information from an email program or phone book:
1. Create a CSV (Comma Separated Values) export file from your email account.
2. Sign-in to your Account Manager.
3. Select "Phone Book".
4. Click on "Import Contacts".
5. Select the .csv file you want to import.
6. Click "next".
Pick Your Own Area Code
Since your FiOS Digital Voice service is VoIP-based, you aren’t limited to a telephone number from your local area. Therefore, you
can choose from telephone numbers outside of your local area as long as Verizon has them available. Call 1.800.VERIZON to
discuss what areas are currently available for your existing lines. When ordering a new line, you can choose a local business
number or a number outside your local area. (Charge applies)
As a reminder, if you are a TTY customer and use your PYOAC number to dial 711 and need to reach an emergency
operator, it is possible the telecommunications relay service operator will not be able to direct your call to the appropriate
emergency service provider. If you are a TTY customer, we urge you to call 911 to reach emergency assistance.
Time Zone
You can customize your FiOS Digital Voice Account Manager by Time Zone.
Online Account Manager
To change your Time Zone:
1. Sign-in to your Account Manager.
2. Select “Administration”
3. Select “Settings”.
4. You can then select the Time Zone you wish.
5. Click “Save” to ensure your change is accepted.
NOTE: Please be advised that changing the Time Zone will display the following features based on the Time Zone you selected: Call Forwarding
with Scheduling, Call Forwarding Selective with Scheduling, Do Not Disturb with Scheduling, Do Not Disturb Selective with Scheduling, Call
Back, Calendar, Call Logs, and Voice Mail Logs.
29
Vanity Numbers
Interested in having a unique number for your phone line? With FiOS Digital Voice, it is possible. You can search for a number that
has your favorite digits or spells something out. Call 1.800.VERIZON to determine what is available. (Subject to availability. Charge
applies.)
Virtual Telephone Number
You can purchase up to five additional telephone numbers from any FiOS Digital Voice area code to give to callers. There are no
physical lines for these numbers – all calls will ring on your FiOS Digital Voice line. This feature enables callers located in the same
local calling area as your Virtual Number to only pay for a local call when calling you.
Once your Virtual Telephone Number has been activated, you can assign a “Distinctive Ring” so you’ll easily know when someone
is calling you using that number.
Online Account Manager
To assign a distinctive ring to a Virtual Number
1. Sign-in to your Account Manager.
2. Select “Calling Features”.
3. Click on “Distinctive Ring”.
4. Your Virtual Telephone Numbers will be displayed and you can choose from among four distinct ringing patterns for each
Virtual Telephone Number.
30
APPENDIX
FiOS Digital Voice Feature Access
For additional information about features, see the Features section beginning on page 5.
Feature
Phone1
Calendar
Call Forwarding
Online Account
Manager1
TV1
X
X
X
X
Call Logs
X
X
Call Notification
X
Call Return
X
Call Trace
X
Call Waiting
X
X
Caller ID
Caller ID Block
X
X
Directory Yellow Pages
X
X
X
Do Not Disturb
X
X
X
Incoming Call Block/Anonymous Call Rejection
X
X
X
International Call Block
X
International Calling Rates
X
Locate Me
X
Phone Book
X
Simultaneous Ring
X
Speed Dial
X
Three-Way Calling
X
Time Zone
X
Virtual Telephone Number2
X
X
NOTES:
1. When a change is made from one access point, it will be reflected on all access points. Exception: If you enable Do Not Disturb by phone, you
cannot make changes from your online account manager or TV. If you enable it online or from your TV, you cannot turn it off by phone.
2. Charge applies.
31
FiOS Digital Voice Feature Access (continued)
For additional information about Voice Mail, see the section beginning on page 17.
Feature
Phone1
Online Account
Manager1
TV1
Voice Mail
Autoplay
X
Caller Invitation
X
Envelope Information (time stamp before each message)
X
X
Greetings
X
X
Language Options (English/Spanish, gender, quick/full prompts
X
X
Notification options (MWI, Special Delivery, Email, SMS Text, Pager)
X
X
Passcode
X
X
Retrieve Messages
X
X
Ring Count
X
X
Send Messages
X
Set up Main/Base & Individual Mailboxes
X
Sort order of messages
X
Time Zone
X
Voice Mail Screening
Wake Up Call/Reminder Message
X
X
X
NOTES:
1. When a change is made from one access point, it will be reflected on all access points. Exception: If you enable Do Not Disturb by phone, you
cannot make changes from your online account manager or TV. If you enable it online or from your TV, you cannot turn it off by phone.
2. Charge applies.
32
FiOS DIGITAL VOICE FREQUENTLY ASKED QUESTIONS
General Product
1. What is FiOS Digital Voice?
FiOS Digital Voice is an advanced voice service that works on Verizon’s fiber-optic network, but uses traditional corded or
cordless phones connected to your existing phone jacks. FiOS Digital Voice lets you make direct-dialed domestic calls
(including direct-dialed calls to the U.S. territories [American Samoa, Guam, Mariana Islands and U.S. Virgin Islands], and
Puerto Rico), and international calls at great low rates. (Canada calling is included at no additional cost with our Unlimited
Plan.)
You can also manage your calls, voice mail, and features through an online Account Manager and your FiOS TV.
2. What are some primary differences between FiOS Digital Voice and traditional voice service?
FiOS Digital Voice offers a number of advanced calling features that traditional voice services do not, such as scheduled call
forwarding or simultaneous ringing on multiple phone numbers. The FiOS Digital Voice Account Manager also allows you to
access your Voice Mail messages through any computer with Internet access.
Your FiOS Digital Voice service requires electrical power to function. In the case of a power outage, the Battery Backup
Unit (BBU) will power your basic FiOS Digital Voice services, including 911 dialing, for up to 8 hours if a fully-charged
battery is inserted in the Unit. If the battery is exhausted or there is no battery present, the Service will not function
for any purpose. If your home security system is currently using a jack in your house, those same jacks can be used for
FiOS Digital Voice without impacting security services; however, in the event of a power outage, the power limitations
apply to your alarm system. The BBU will not power your internet services, television services, or computer. You are
responsible for purchasing and/or replacing the battery in the BBU.
3. How do I access my FiOS Digital Voice Account Manager online?
You can access the FiOS Digital Voice Account Manager by logging on at www.verizon.com/fiosvoice with your Verizon
Online username and password.
4. Where do I find FiOS Digital Voice options on my FiOS TV?
From the FiOS TV Main Menu, click on “FiOS Digital Voice” and OK to see your Call Logs, listen to Voice Mail messages, and
enable/disable features like Simultaneous Ring, Call Forwarding, Incoming Call Block, and Do Not Disturb.
5. With FiOS Digital Voice, can I talk on the phone and use my computer at the same time?
Yes, your FiOS Digital Voice service will work even if you are simultaneously accessing the Internet. Therefore, surfing the
Internet sending files, or instant messaging on your computer will not affect your ability to make and receive calls at the same
time.
6. Can I use a toll-free number to manage my FiOS Digital Voice features?
No. At this time, it is not possible for you to call a toll-free number to access your account and to manage your features;
however, you can use a toll-free number (1.888.2FIOSVM) to access and retrieve voice mail messages.
7. What features are included with FiOS Digital Voice plans?
All FiOS Digital Voice calling plans include the following calling features at no additional cost:
Calling Features
Administrator Function (multi-lines)
Anonymous Call Rejection
Back-Up Number
Call Forwarding
Call Logs
Call Notification
Call Return
Call Waiting with Caller ID
33
Caller ID Name and Number
Distinctive Ring by Virtual Telephone Number
Do Not Disturb
Enhanced Call Forwarding
– Scheduled
– Selective
Free “In-Network Calling” (applies only to the Per Minute Plan)
Incoming Call Block
Individual Phone Book & Calendar with Synchronization to Palm, Microsoft Outlook, Outlook Express and Lotus Notes
International Call Block
Locate Me
Place a Call
Schedule Call
Simultaneous Ring
Speed Dial 100
Three Way Calling
Voice Mail
Voice Mail Screening
Wake Up and Reminder Messages
8. What other features are available with FiOS Digital Voice plans?
The following features are also available with FiOS Digital Voice, for an additional fee:
Virtual Telephone Number(s)
Pick Your Own Area Code number(s)
Directory Assistance
Operator Assistance
Directory Listing Plans
International Single Rate Plans
To order these features, please call 1.800.VERIZON.
9. Can I access my FiOS Digital Voice Account Manager from any computer?
Your FiOS Digital Voice Account Manager can be accessed from any computer with an Internet connection. For optimal
connection to your FiOS Digital Voice Account Manager, your computer should meet the following system requirements.
PC System Requirements
Operating System – Microsoft® Windows® 2000/2003, XP, Windows 7, Vista; Mac System: MAC OS X Version 10.5.2
Browser – Internet Explorer® 6.0 or above, Firefox 3.0 or Safari 3.1 or above
Plug-ins – Macromedia Flash Plug-in® 7.0
Screen Resolution – 800 x 600 or greater
10. Does FiOS Digital Voice support TTY (Text Telephone Relay) for the deaf and hard-of-hearing?
Yes, FiOS Digital Voice supports TTY services.
11. Does FiOS Digital Voice work with satellite TV or DVR (e.g., TiVO) service?
FiOS Digital Voice works with these services. We recommend you contact your provider for any special updates or directions
associated with using a Voice over Internet Protocol (VoIP) phone service with these services.
34
Managing Your Account
1. How am I charged for FiOS Digital Voice?
For the FiOS Digital Voice Unlimited Plan, a monthly recurring fee will appear on your Verizon bill along with any additional
charges (e.g., international calls, operator services, directory assistance) that you incurred. For the FiOS Digital Voice Per
Minute Plan, a monthly recurring fee will appear on your Verizon bill along with charges for domestic calls you made (at the
per-minute rate), except for calls that are considered “In-Network Calling”. You will also be billed for any additional charges
that you incurred (e.g., international calls, operator services, directory assistance).
2. Can I view my current and past billing statements online?
Yes. Sign-in to your FiOS Digital Voice Account Manager and click “My Bill”. You will be redirected to www.verizon.com, where
you will be asked to re-authenticate by entering your verizon.com username and password to view your bill. You can also go
directly to www.verizon.com to enter your username and password to view your bill.
3. What taxes and surcharges are applied to my FiOS Digital Voice bill?
Every FiOS Digital Voice customer is charged applicable federal, state and local taxes, fees, surcharges or other charges
associated with using FiOS Digital Voice. These charges include 911 surcharges and federal Universal Service Fees.
4. How do I view the monthly taxes and surcharges I’m paying for on FiOS Digital Voice?
Sign in to your FiOS Digital Voice Account Manager, click “My Bill”. You will be redirected to verizon.com where you will be
asked to re-authenticate by entering your www.verizon.com username and password to view your bill. All taxes and
surcharges can be found there.
5. What happens if I fail to pay my bill?
If you fail to pay your FiOS Digital Voice bill, your service will be suspended, you may lose any bundle service discounts, and
your account will be sent to a collection agency. To restore service, please call FiOS Digital Voice Customer Service at
1.800.VERIZON (800.837.4966). A service restoral fee may apply.
6. How can I claim tax-exempt status?
Call FiOS Digital Voice Customer Service at 1.800.VERIZON (800.837.4966) to determine if you are eligible. You will be asked to
provide a copy of your tax-exempt certificate.
7. Can I order multiple FiOS Digital Voice phone lines?
FiOS Digital Voice allows only one main telephone number for every FiOS Digital Voice account. If you subscribe to our FiOS
Digital Voice Unlimited Plan, you have the option of purchasing up to five additional Primary Numbers (numbers that are
capable of making and receiving calls) at an additional monthly charge per line. You can also order a Virtual Telephone
Number for inbound-only calling. You may have up to five Virtual Telephone Numbers per primary number. It is not possible
to order a Virtual Telephone Number without having first purchased a Primary Telephone Number. Call FiOS Digital Voice
Customer Service at 1.800.VERIZON (800.837.4966) to order additional Primary or Virtual Telephone Numbers.
8. What can I do if I forgot my FiOS Digital Voice Online Passcode?
Go to the FiOS Digital Voice Account Manager, www.verizon.com/fiosvoice and select the “Forgot Your Verizon Online
Password?” link on the sign-in page to retrieve your Passcode.
9. How do I cancel FiOS Digital Voice?
If you want to cancel FiOS Digital Voice, please call FiOS Digital Voice Customer Service at 1.800.VERIZON (800.837.4966).
35
Optional Features
1. Can I have a distinctive ring on my Virtual Telephone Number?
Yes, once the Virtual Telephone Number is activated, you can sign into your online Account Manager to choose a distinct
ringing pattern. This will allow you to easily know when a call is coming in on your Virtual Telephone Number.
2. Can I have a FiOS Digital Voice phone number with a different area code than my current home phone number?
Yes, when you order FiOS Digital Voice service, you will be asked to select an area code from the list of available codes. There is
an additional charge for Pick Your Own Area Code Number (selecting an area code that doesn't serve your service address
location).
NOTE:
People making calls to you from an area code different from the number you selected could be charged regional or long distance rates by
their provider. Please have them check with their provider for calling area and rates.
3. If the area code I select for FiOS Digital Voice is different from my home number area code, will I pay long distance
charges for calls placed from my FiOS Digital Voice phone?
If you subscribe to the FiOS Digital Voice Unlimited Plan, all of your direct-dialed domestic calls, calls to U.S. territories and
calls to Canada are included in the FiOS Digital Voice Unlimited Plan monthly fee. If you subscribe to the Per Minute Plan, all
domestic outbound calls will be charged at a per minute rate (regardless of whether the call is local or long distance). For Per
Minute Plan customers, calls to local Verizon residential customers and FiOS Digital Voice customers, and FiOS Digital Voice
customers are considered “In-Network Calling” and do not incur a per-minute charge!
Troubleshooting
1. If I lose power or have a broadband outage, will I still be able to use FiOS Digital Voice?
In the case of a power outage, the Battery Backup Unit (BBU) will power your basic FiOS Digital Voice services, including 911
dialing, for up to 8 hours if a fully-charged battery is inserted in the Unit. If the battery is exhausted or there is no battery
present, the Service will not function for any purpose. The BBU will not power your internet services, television services, or
computer. You are responsible for purchasing and/or replacing the battery in the BBU.
2. What if my FiOS Digital Voice calls are being directly routed to Voice Mail?
Go to your FiOS Digital Voice Account Manager and check to see if any of the following features have been enabled, which
could forward calls directly to your Voice Mail:
Call Forwarding to the Voice Mail access number
Scheduled Call Forwarding to the Voice Mail access number
Do Not Disturb is set to send callers to Voice Mail
If you are still experiencing problems, please call FiOS Digital Voice Customer Service at 1.800.VERIZON (800.837.4966).
3. What if I have no dial tone on my phone connected to FiOS Digital Voice service?
Follow these steps:
Verify that your telephone is plugged into the wall jack.
If your phone requires electricity (e.g., cordless phone), ensure the phone is plugged into a working power outlet.
If your phone runs off batter power please ensure the battery is charged.
If you are still experiencing problems please call FiOS Digital Voice Customer Service at 1.800.VERIZON (800.837.4966).
4. What if my phone connected to FiOS Digital Voice service is not ringing?
If your phone is not ringing when there is an incoming call, check your phone to ensure that the ringer is set to an appropriate
level. Verify that Call Forwarding or Do Not Disturb is not enabled by going to the “Calling Features” section of your FiOS
Digital Voice Account Manager. If you are still experiencing problems, please call FiOS Digital Voice Customer Service at
1.800.VERIZON.
5. Why am I getting a fast busy signal on my phone connected to FiOS Digital Voice service?
If you’re experiencing a fast busy on your phone, please call FiOS Digital Voice Customer Service at 1.800.VERIZON
(800.837.4966).
36
FiOS DIGITAL VOICE SPEED DIAL LIST
00
25
50
75
01
26
51
76
02
27
52
77
03
28
53
78
04
29
54
79
05
30
55
80
06
31
56
81
07
32
57
82
08
33
58
83
09
34
59
84
10
35
60
85
11
36
61
86
12
37
62
87
13
38
63
88
14
39
64
89
15
40
65
90
16
41
66
91
17
42
67
92
18
43
68
93
19
44
69
94
20
45
70
95
21
46
71
96
22
47
72
97
23
48
73
98
24
49
74
99
37
Star Code Reference Chart
You can enable/disable some features by using access codes. Just pick up your handset and press * plus the two digit code. For
additional information about the features, please see the Features section beginning on page 5.
These are the access codes you can use to activate/deactivate these FiOS Digital Voice features. For additional instructions, please
turn to the appropriate feature section.
FiOS Digital Voice Feature
Telephone Access Codes
Anonymous Call Reject - Activate
*77
Anonymous Call Reject - Disable
*87
Call Forwarding – Activate
*72
Call Forwarding – Disable
*73
Call Return
*69
Call Trace
*57
Call Waiting – Activate
*43
Call Waiting – Disable
*44
Call Waiting – Disable per Call Activate
*70
Do Not Disturb - Activate*
*78
Do Not Disturb - Disable*
*79
Outgoing Caller ID Block – Activate
*31
Outgoing Caller ID Block – Disable
*32
Outgoing Caller ID – Block Per Call Activate
*67
Outgoing Caller ID – Allow Per Call Activate
*82
Speed Dial 100 program
To use, dial # + 2-digit speed dial code
*75
* NOTE: If you enable Do Not Disturb using *78, you cannot disable or change options
using your online Account Manager or from your TV. If you enable this feature
online or from your TV, you cannot turn it off using *79.
38
Verizon FiOS Digital Voice - Voice Mail Menu Map
[1]
Listen to Messages
[2]
Send Message to Another Subscriber
[3]
Wake Up & Reminder Messages
POST RECORD
REMINDER & WAKE UP
MESSAGE PLAY (during playback)
[1] Play Again
[#] Send
[2] Save (n/a for expired message)
[1] Mark Private
[3] Delete
[2] Future Delivery
[4] Slower
[3] Return Receipt
[5] Louder
[4] Mark Urgent
[6] Faster
[5] Hear Message
[7] Rewind Five Seconds
[*]
[7,7] Rewind to beginning of message
[8] Pause
[9] Fast Forward Five Seconds
[9,9] Fast Forward to end of message
[0] Softer
[*]
Record
[1] Schedule Wake Up [2] Schedule
Call
Reminder Message
WAKE UP MENU
[1] Schedule Weekday Wake
Up Call
[2] Schedule Weekend Wake
Up Call
[3] Review Wake Up Call
[*] Previous Menu
Exit Messaging
[#] Next Message
POST PLAYBACK (FUNCTION) MENU
REMINDER MESSAGE MENU
[1] Play Again
[1] Schedule One Time Reminder
[2] Save
[2] Schedule Daily Reminder
[3] Delete
[3] Schedule Weekday Reminder
[4] Reply to Sender
[4] Schedule Weekend Reminder
[5] Forward Message
[5] Schedule Reminder on Specific Day
[6] Date, Time & Sender
[6] Review Reminder Messages
[7] Mark as New
[*]
[8] Return Call
[9] Renew (expired message only)
[*]
Exit Messaging
[0] Replay Menu
If last message played:
[1] Save deleted message
[2] Main Menu
Previous Menu
39
Verizon FiOS Digital Voice - Voice Mail Menu Map
[4]
Personal Options
[6]
Direct
Sub-Mailbox
Transfer
[0]
Global MENU
HELP
(on all menus)
[*]
Access another
mailbox
(not voiced)
PERSONAL OPTIONS
[1]
Personal
Profile
[2]
Greetings
[3]
Group Lists
[4]
Individual
Mailbox
[5]
Message
Preferences
GREETINGS
PERSONAL
PROFILE
[1] Name Recording
[1] Change
Passcode
[*]
Previous
Menu
GROUP
LISTS
Login to
another
member’s
sub-mailbox
INDIVIDUAL
INBOX
Login to
another
member’s
mailbox
MESSAGE
PREFERENCES
[2] Busy Greeting
[1] Create
[1] Create
[1] Envelope
[2] Delete
[2] Autoplay
[*] Previous Menu
[3] Sort Order
[3] Personal Greeting
[2] Change
[2] Change
Language
[4] Extended Absence
Greeting
[3] Delete
[3] Notification
Options
[5] Caller Invitation
[4] Hear Caller's
Number
[*] Previous Menu
[*] Previous Menu
[*] Previous Menu
[5] Time Zone
[6] Ring Count
[*] Previous
Menu
LANGUAGE SELECT
PERSONAL GREETING SELECT
[1] English
[1] Personal Greeting
[2] Spanish
[2] System Greeting “name”
[*] Previous Menu
[3] System Greeting “number”
[4] System Greeting “w/o number or name”
NOTIFICATION OPTIONS
[1] MWI
[2] Special Delivery
[3] Email
[4] Wireless (SMS)
[5] Pager
[*] Previous Menu
[*] Previous Menu
40
INDEX
411 (Directory Assistance) ...........................................................5
Delete Voice Mail messages......................................................20
911 Information ................................................................................i
Directories..................................................................................5, 27
Access your account manager from your
FiOS TV ................................................................................2, 32
Directory Assistance.......................................................................5
Access your account manager from your
smartphone.............................................................................. 3
Access your account manager online......................................1
Account Manager (also see features)...................1-3, 32, 35
Account Manager Customization .............................................1
Additional FiOS Digital Voice phone lines ...........................34
Anonymous Call Rejection
(sa pg as Incoming Call Block)..........................................13
Disconnect FiOS Digital Voice ..................................................35
Distinctive Ring .....................................................................30, 35
Do Not Disturb...............................................................................12
Envelope Information (Voice Mail).........................................23
Fax capability .................................................................................27
Feature access points (also see features).......................30-31
Features .................................................5-16, 30, 32-33, 35, 37
Forward a copy of a Voice Mail message..............................24
Appendix...................................................................................30-38
Frequently Asked Questions ..............................................32-35
Autoplay feature (Voice Mail)...................................................23
Gender options for Voice Mail greetings..............................23
Back Up Phone Number ...............................................................6
General product information ...................................................32
Battery Backup ..................................................................i, 32, 35
Greetings (Voice Mail).................................................................21
Billing ................................................................................................34
Group Lists (Voice Mail)..............................................................24
Calendar...........................................................................................27
Incoming Call Block .....................................................................13
Call Forwarding................................................................................6
Individual Voice Mailboxes .................................................18-19
Call Logs .............................................................................................7
International call blocking...........................................................4
Call Notification ...............................................................................8
International rates and country codes ....................................4
Call Return .........................................................................................9
Language options (Voice Mail)................................................23
Call someone from your Call Logs.......................................4, 7
Listen to Voice Mail messages..................................................20
Call someone from your Voice Mail
message logs ....................................................................4, 20
Locate Me ........................................................................................14
Call Waiting........................................................................................9
Making calls.......................................................................................4
Caller ID ............................................................................................10
Manage features by phone, online & TV
(also see features)..........................................................30- 31
Caller ID Block ................................................................................11
Managing your FiOS Digital Voice account .........................34
Caller ID on TV................................................................................10
Message notification (Voice Mail)...........................................25
Caller Invitation (Voice Mail).....................................................21
Message preferences...................................................................23
Calling – domestic ..........................................................................4
Message Waiting Indicator on your phone
(Voice Mail)..............................................................................25
Calling – international ...................................................................4
Calling restrictions ..........................................................................4
Collect Calls .......................................................................................4
Messaging with other Voice Mail customers ......................24
Parental Controls on your FiOS TV ............................................2
41
INDEX
Passcode (Voice Mail)..................................................................22
Voice Mail ..........................................................................17-26, 31
Passcode & Username (Account Manager)....................1, 34
Voice Mail access points (also see Voice Mail) ....................31
PC system requirements.......................................................1, 33
Voice Mail menu map ...........................................................38-39
Phone Book.....................................................................................28
Voice Mail messages............................................19, 20, 24, 25
Pick Your Own Area Code ..................................................28, 35
Voice Mail notification – email.................................................25
Quick prompts (Voice Mail).......................................................23
Voice Mail notification – Pager Notification........................25
Reminder Messages (Voice Mail) ............................................26
Voice Mail Notification – SMS mobile text message........25
Renew a Voice Mail message after 30-day period ............20
Voice Mail notification – to another
telephone number ...............................................................25
Reply to a Voice Mail message .................................................24
Retrieving your voice mail messages ....................................20
Ring Count Change (Voice Mail) .............................................26
Save Voice Mail messages..........................................................20
Schedule a Call ..............................................................................15
Send a Voice Mail ..........................................................................24
Set up your Voice Mail.................................................................18
Simultaneous Ring .......................................................................15
Sort order of Voice Mail messages..........................................23
Special Delivery to another number when
Voice Mail arrives ..................................................................25
Speed Dial .......................................................................................16
Speed Dial List ...............................................................................36
Star Codes List (also see individual features)......................37
Tax-exempt status ........................................................................34
Taxes and surcharges ..................................................................34
Three-way Calling.........................................................................16
Terms of Service ................Visit www.verizon.com/fiosvoice
Time & date of Voice Mail messages......................................23
Time Zone........................................................................................28
Troubleshooting ...........................................................................35
TTY .....................................................................................................33
Vanity Numbers.............................................................................29
Virtual Telephone Numbers ......................................................29
Voice Mail Screening ...................................................................26
Wake Up Calls (Voice Mail) ........................................................26
Welcome to Verizon FiOS Digital Voice.....................................i
©2014Ver
i
z
on.
12202013
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