Serving Chicagoland Since 1987

(630) 966-1919

    How do I clear the flashing HOLD light on my Impact phone?

    Why is the Speaker button lit on my phone even if I’m not connected to a line or another station?

    Why is the Speaker button lit on my phone even if I’m not connected to a line or another station?

     

    My phone’s speaker light is lit and I’m not connected to a line or another station. How do I turn it off?

    If the light for your speaker button is lit and you cannot disengage it by pressing the speaker button, you may have engaged your Background Music Feature. If you have Music On Hold recording or other audible music or speech connected to your phone system, you can listen to it from your phone.

    If however, you do not have any music on hold playing, with your Background Music feature engaged nothing will play over your phone’s speaker.

    For your DX120 / DX80 phone use the following to turn on / off background music:

    While the extension is idle, input the music channel you want to monitor: 7 7 1 for Music Channel 1 and 7 7 2for Music Channel 2 – Press the same keys again to turn off.

    For your EP phone – Select OPTIONS from your selection buttons below your LCD. Select NEXT until MUSIC option appears. Select MUSIC. Select SET. Select SRC1 or SRC 2 for music source. Press SPEAKER to End (the Speaker light turns on when background music is on). Adjust music volume with the volume buttons.

    To turn background music off; select OPTIONS, Select NEXT until MUSIC option appears. Select MUSIC. Select CLR. Press SPEAKER to end (light goes off when background music is off)

    For your DSU & DSU-II, FX, DXP and DIGITECH system’s phones (Models SCS, 8412 8024 8012 8324 8312 7700)

    Select OPTIONS fro your selection buttons located under the LCD display. Select NEXT until MUSIC appears. Select MUSIC. Select ON. Press SPEAKER to end.

    To Turn Music OFF: Select OPTIONS. Select NEXT until MUSIC appears. Select MUSIC. Select OFF. Press SPEAKER to end.

    For Executech (6614 & 6620) phones: To Turn Music on – Press ITCM 4 5. To Turn off press ITCM 4 6

    How do I record a voicemail greeting on my SBX phones?

    How do I program a DSS button on my DX80 or DX120 phone?

    How do I program a DSS button on my DX80 or DX120 phone?

     

    Q. How do I program a Direct Number Key (DSS Buttons) on my DX80 or DX120 phone? 

    A. Program DSS button: 

    1) With phone on hook

    2) Press FEATURE # (pound) then

    3) Press button Key desired

    4) Press Top Right – chg 

    5) Press Top Left – dir 

    6) Enter Desired Extension number _ _ _

    7) Press Middle Top Key – save 

    8) Press SPEAKER button or pick up/hang up phone to exit programming

    What are some common programming options for my DX80 phone?

    How do I program Off-Duty or Wrap-Up Mode on my Impact phone?

    How do I program Off-Duty or Wrap-Up Mode on my Impact phone?

    How do I program Off-Duty or Wrap-Up Mode on my Impact phone?

     

     

    OFF-DUTY AND WRAP-UP MODE 

    If your telephone is within a departmental group of telephones, you can place your station in either an off-duty or a wrap-up mode.

    Off-duty Mode 

    Off-duty mode is when you leave your phone for lunch or for an extended time period and want another department telephone to receive your calls.

    To place your phone in an off-duty mode:

    1. Press OPTIONS

    2. Press NEXT

    3. Press DND

    4. Press ON

    5. Press SPEAKER to end. Calls will ring at another departmental telephone.

    To return to on-duty mode, repeat the above procedure but press OFF instead of ON.

    **Note: When you are in the Do Not Disturb mode and a call comes in from another station, your ITCM light will flash and your LCD will display the station attempting the call. You may choose to pick up the call; when you hang up, your telephone returns to the Do Not Disturb mode until you turn it off. 

    Wrap-up Mode 

    Wrap-up mode is when you need time after a call to complete related paperwork and want another department telephone to receive your calls. To use the wrap-up mode, you must program a Do Not Disturb feature button.

    To place station in wrap-up mode:

    1. Press HOLD

    2. Press DND feature button (preprogrammed). Calls will ring at another departmental phone.

    To return to on-duty mode, repeat the above procedure.

    Why is the DND button flashing and the display reading “Wrap-Up Mode” on my Impact phone?

    How can I make all my DX phones have the same button mapping without having to change each one individually?

    How can I make all my DX phones have the same button mapping without having to change each one individually?

     

    Can I make all my DX phones have the same button mapping without having to change each one individually?

    From any phone – with the handset hung up and phone is idle:

    Press FEATURE 

    Press #

    Press *

    The phone will display DB Password

    Enter the Data Base Password: Press # # # # # # # # (the pound sign 8 times)

    Press 08 13 

    Press SAVE

    The phone will display FEATURE KEY COPY 

    Press SHOW

    The phone will display INDIVIDUAL COPY 

    Press SHOW

    The phone will Display COPY FROM 

    Enter (the extension number of the phone you want to copy from) e.g. 101

    Press SAVE

    The phone will display COPY TO 

    Enter the stations to which you want to copy the button mapping to one at a time

    eg. 102 SAVE 

    103 SAVE 

    104 SAVE 

    etc until you are done with the stations you want to change

    When you are completed

    Press HOLD

    Press HOLD

    Press HOLD (press the hold button 3 times)

    And

    Press SPK (Speaker) button

    What is the HR-PR-TN button on my phone?

    What is the HR-PR-TN button on my phone?

    What is the HF-PR-TN button on my phone? 

    The HF-PR-TN button on your DX80 or DX120 phone is a button that controls the talk path on intercom calls. It stands for HANDS-FREE PRIVATE TONE, and the button toggles between the three options.

    When your phone is in HANDS-FREE mode – the button will be Green. When you are in Hands-free mode someone can intercom you and you can respond and communicate over the speakerphone.

    When you phone is in PRIVATE mode – the button will be Red. While in Private mode someone can intercom you and you can hear the caller, but you are muted, and the caller cannot hear your response unless you press the speaker button or pick up the handset.

    When your phone is in TONE mode – the button will not be lit. While in Tone mode someone who intercoms you will hear your phone ring and must wait for you to answer it before they can speak or hear you.

    DX120 Phone and Voicemail Cheat Sheets

    How do I program Idle Line Preference on my DX120 phone?

    How do I program Idle Line Preference on my DX120 phone?

    Download: How do I program Idle Line Preference on my DX120 phone?

    This feature allows you to access a specific outside line or intercom (ICM) automatically when you lift the handset or press the speakerphone button.

    To pickup INTERCOM first upon lifting handset:

    Press FEATURE button

    Dial 9 5

    LCD screen will display:

     

    ICM CO CO-GROUP

    Choose ICM option (press button under ICM)

    Press the SAVE key, you will hear an audible confirmation and then phone should return to normal

     

    To select first available idle line (Last line is default):

    Press FEATURE button

    Dial 9 5

    LCD screen will display:

     

    ICM CO CO-GROUP

    Choose CO-GROUP option (press button under CO-GROUP)

    Dial 9

    Press the SAVE key, you will hear an audible confirmation and then phone should return to normal

     

    To select a specific outside line:

    Press FEATURE button

    Dial 9 5

    LCD screen will display:

    ICM CO CO-GROUP

    Choose CO option (press button directly under CO)

    “Enter CO Line” input corresponding code to program the Directory Line Number (Code 800-839 = Lines 1– 40) EG: To pickup Line 1 input 800, to pickup Line 4 input 803, etc…

    Press the SAVE button, you will hear an audible confirmation and then phone should return to normal

    How do I record the main greetings on my DX120 Voicemail?

    How do I adjust and save the volume level for my Impact phone on my DXP/DXP+/FX Phone System?

    How do I adjust and save the volume level for my Impact phone on my DXP/DXP+/FX Phone System?

    How do I adjust volume on my DXP, DXP PLUS & FX System Impact Phones so that the Volume Level stays at the currently set level? 

    Handset Volume: Change Volume Level

    While the phone is idle pick up the handset

    Press ITCM button

    Adjust the volume to preferred level

    Press * * 7 (Star Star 7)

    Hang Up

    Speaker Volume: Change Volume Level

    While phone is idle press the Speaker Button

    Press ITCM

    Adjust the volume to the preferred level

    Press * * 7 (Star Star 7)

    Disconnect by pressing the Speaker Button

    How do I adjust and save the volume level for my Impact phone on my DSU/DSUII Phone System?

    How do I adjust and save the volume level for my Impact phone on my DSU/DSUII Phone System?

     

    How do I adjust volume on my DSU and DSU II Impact Phones so that the Volume Level stays at the currently set level? 

    Handset Volume: Change Volume Level

    While the phone is idle pick up the handset

    Press ITCM button

    Adjust the volume to preferred level

    Press * * 5 (Star Star 5)

    Hang Up

    Speaker Volume: Change Volume Level

    While phone is idle press the Speaker Button

    Press ITCM

    Adjust the volume to the preferred level

    Press * * 5 (Star Star 5)

    Disconnect by pressing the Speaker Button

    The time on my phone is correct, but my voicemail time stamp is not. How do I correct it?

    How do I program speed dialing on my DX80 or DX120 phone?

    Why can’t I hear my phone dialing, but I can still make and receive calls?

    Why can’t I hear my phone dialing, but I can still make and receive calls?

    I can’t hear my phone dialing, but I can still make and receive calls. How do I activate the Dial Pad Tones?

    To Reactivate Dial Pad Audible tones (Touch Tone On / Off)

    Press FEATURE Key 

    Press #

    Press 1

    How do I stop the voicemail light from blinking on my phone without a mailbox?

    How do I stop the voicemail light from blinking on my phone without a mailbox?

    Download: How do I stop the voicemail light from blinking on my phone without a mailbox?

    We deleted a Mailbox and the extension’s Message Waiting Indicator Light is still blinking. How do I get the phone to stop Blinking?

    If you delete a mailbox, while there are messages in the box, the phone’s Voicemail Notification lamp will continue to blink as if there are new messages, and since there is no more mailbox associated with that extension you cannot go in to retrieve or delete any messages that causes the lamp the blink.

    Solution: Rebuild the mailbox from the Supervisor’s options in the Main Mailbox of the system, as if you were building a brand new mailbox. Once the new mailbox is rebuilt and name / greeting is recorded and password is set to default, go back into the Voicemail system and leave a short message in the new mailbox.

    Next, you will need to go into the Mailbox, using the default password, and retrieve New Messages. When you hear the message you just left in the box, press 4 to DELETE. After confirmation is heard that the message was deleted, hang up. Within a minute or so they phone should reset and the Message Waiting Indicator Light should not be blinking any more.

    Now you can go back into the Voicemail Supervisor Options and delete the Mailbox.

    Why is my Caller ID not displaying?

    How do I change the name displayed on my DX80/120 phone?

    How do I change the name displayed on my DX80/120 phone?

    Download: How do I change the name displayed on my DX80/120 phone?

    To Change the name in your telephone’s Display:

    From any phone (leave the phone hungup)

    Enter FEATURE (key) # 

    Enter password # # # # # # # #

    Press show (in the display)

    Enter 04 05

    and the extension number,

    then press save

    Press chg

    Enter the new extension user name like you would with a cell phone,

    for M enter 6, # advances to the next letter

    for I enter 444, # advances to the next letter

    for K enter 55 and # advances to the next letter

    for E enter 33 and #

    Press save

    Press hold button

    Press on/off (SPK) Speaker button

    How do I change the greetings and time in my voicemail?

    MP5000 Phone and VoiceMail Cheat Sheets

    How do I Reset a Voicemail Box for a new user?

    How do I Reset a Voicemail Box for a new user?

    When a new user acquires ownership of an existing mailbox (extension) it would be a time saving procedure to do the following Prior to having him/her record their greeting and name.

    — Have the new user log into his or her existing mailbox (e.g.. 7651) using the current password

    — Press 3 (For OPTIONS MENU)

    — and then press 9 to Reactivate the tutorial.

    — Have the new user hang up

    — Then have new user log into his / her mailbox again

    Make sure that you add whatever procedures you need to so that the Passwords are changed or not changed during the tutorial setup. (some customers use their extension / voicemail box number as the password also – others’ like the security of alternate passwords for each user or by department)

    By reactivating the tutorial he/she will be led through the entire set up of the VoiceMail Box as well as be able to enter the first three letters (corresponding # keys) of their last name (or first name if that’s the way your system is set up).

    Once the new user completes the tutorial and has set up his/her VoiceMail, Greeting and Directory listing, he/she will have the option to turn off the tutorial so that it is not the first thing he/she hears when accessing the VM box on the next entrance.

    Incorporating the reset Voicemail box for new user into your current procedures:

    If the procedure of Reactivating the Tutorial is incorporated into the orientation procedures you already have in place, it will save the managers a lot of time (and the aggravation that accompanies not having the new user be in the system directory) without going through a support or service call to have the parameters of the system changed.

    By accessing the system’s supervisors access remotely and changing the system parameters will require a reset of the system for changes to take effect. When you do the changes directly through the tutorial there should be no need to do a reset.

    Corporate Office VM – how do I change someone’s password?

    Corporate Office VM – how do I change someone’s password?

    At Main Banner Screen press F10 – system will beep –  input password – PW = (enter your administrator password)

    Press Enter

    At Main Screen – Main Menu – top

    1) Display line Status

    2) Box Information

    3) System Information

    4) Exist this program

    Use the arrow key to go to Box information

    Press Enter

    Menu =

    1) Mail Box

    2) Question Box

    Enter Mail Box –

    And Input Box # –

    Press Enter – this should jump to the Mail box information screen –

    on the right hand screen below the last name line – PW will be shown here –

    Record PW or enter new PS –

    F10 takes you back to Main mail Box menu –

    Exits and saves changes

    F10 goes to Main Menu –

    Go to Display line status –

    Press Enter – takes you out of system programming –

    Why do I need Surge Protection?

    Who is My LD carrier?

    Who is My LD carrier?

    To verify your Long Distance Carrier, call from the telephone number of which you wish to verify 1-700-555-4141

    What is ISDN PRIME and Do I need it?

    What is ISDN PRIME and Do I need it?

    What would I use it for? ISDN PRIME is most advantageous in saving space and hardware costs in PBX systems. One Card (instead of 3) accommodates 23 channels of demand regulated incoming and outgoing traffic freeing up hardware requirements.

    How many lines do I get with one ISDN PRIME? 23 lines of DID/BWT trunks.

    What are the advantages of ISDN PRIME in DID applications? DID and Outgoing Traffic lines require dedicated ports in your PBX. All 23 channels of an ISDN PRIME line are not only capable of Both-Way and Direct Inward Dialing traffic, they are also self regulating, automatically giving you the type of service you need.

    Who do I call for AT&T Service or Billing issues?

    Who do I call for AT&T Service or Billing issues?

    AT&T Customer Service Phone Numbers 

    Residential: 

    1-800-308-4156 Products & Services

    1-800-244-4444 General Assistance (Billing)

    1-800-621-4533 Bilingual (Spanish)

    1-800-611-4466 Repair

    http://www.att.com/gen/landing-pages?pid=3308

    Business: 

    1-800-660-0407 Products & Services

    1-800-324-8622 General Assistance (Billing)

    1-800-727-2273 Repair

    http://www.att.com/gen/landing-pages?pid=9213

    DSL—Residential and Business: 

    1-877-722-3755 Standard Free Support Services

    1-866-294-3464 AT&T Support + Fee Based Support Services

     

    Or make one call to FORWARD for all of your business’ Network Services Products moves adds and changes, Billing questions and Repair requests.

    1-630-966-1919

    (fee based services) 

    Network Services Management 

    A common objection customers report, while placing orders for services and repair, is the time (and therefore the costs) associated with waiting on hold, being transferred through numerous departments, and the time it takes to track the original order through to completion. Another concern we hear about is a perceived expectation that the end user be an expert on the various  products and their features, as well as repair specialists.

    Take the hassle out of your dial tone and data repair issues, moves, adds, changes and administration, by letting FORWARD’s trained Service personnel act as your liaison with your  Network Service Provider.

    Our Network Service Liaison Plans include:

    • Moves, adds, changes and repair management 
    • Service Order placement and tracking 
    • Escalation of your orders to ensure timeliness 
    • Daily monitoring of Service Completion progress 
    • Confirmation of Order / Service completion accuracy 
    • Billing disputes intervention towards resolution 
    • Service request log and history reports 
    • Internet based Network Services Customer Account Management 
    • Toll free access to your Service Representative. 

    TROUBLESHOOTING

    TROUBLESHOOTING

    FAQ TROUBLESHOOT

    Download TROUBLESHOOTING

    Simple Troubleshooting:

    • Replace a phone with a similar model to see if station (jack) or phone is causing trouble.

    • Verify the ringer is on or up.

    • Verify the volume control is up.

    • Verify Function or Specialty keys are not depressed or switched on

    • Hearing two conversations: Is your Conference feature activated?

    • Static? Check the handset cord and line cord (from phone to wall). Replace the cords with known

    working cords to test. Replace the handset with another similar working handset.

    • Station doesn’t ring: Is Call Forward feature activated? Is the ringer turned off or low?

    • Others cannot hear you. Check to make sure the Mute button is not active and handset/headset volume

    is adjusted, and that headset batteries are working.

    • Reception Phone not ringing. Ensure Night Service, DoNotDisturb, or Call Forward features are not

    activated.

    When you have a problem with your phone, there are some tests you can perform to determine if the problem is your inside wiring, jacks, phone or outside services.

    Quick Tips:

    Cordless phones and Headsets may have low batteries.

    Check to make sure all lines are connected to phones, jacks or computer stations correctly and securely. Check that the power source (power strip or outlet) is working adequately for equipment with power supplies. Unplug and reconnect them to ensure a secure connection.

    Some phones or headsets have volume controls on the equipment. Check to ensure that the speaker, handset, ringer, transmit and receive volumes are not turned to low or off.

    Check to make sure the Mute button is not activated.

    Some phones have Function Keys or Specialty Buttons that inhibit calls being received at your station, forwards the calls to another station, or inhibit use of telephone while set in a program mode. Make sure the Night Service, DND, Privacy, Program, Call Forward (CFWD) keys are not activated.

    Some Systems are controlled by special codes to inhibit calls and other functions system-wide or at individual stations. These may have been set through the Operators Stations or by the user inadvertently. Night Ringing, Auto Attendant special programming, can be reset by following the system or user guide provided with your phone system.

    Check for broken or frayed cords.

    STATIC, CLICKING, OR ECHO

    If you are hearing static or an echo while talking on the phone, check to ensure there isn’t a problem with your telephone equipment.

    Is the static on only one line or all lines on a multi-line phone? If you have a multi-line phone and another phone shares those lines—checking the line from another location may indicate a problem in the outside lines.

    The first thing to check is your handset cord. A loose connection can create static. Using swivel-type detanglers can also create loose pin connections over time.

    Try removing the handset cord and carefully cleaning the contacts with a letter opener.

    Or replace the handset cord with another known working one to see if this is the problem.

    Please do not pound the handset of electronic phone sets. This may damage the handset.

    Look for symptoms like broken line cord, loose handset or line cord connections to phone and at jack.

    Unplug the phone and plug in another similar working phone into the jack. Check to see if you still hear static.

    Try plugging the phone into another jacked location of similar type phone. Check to see if you still hear static.

    If you still hear static you can test the Network Service Provider’s dial tone at the Demarc location (see outside testing)

    If the line is clear at the Demarc location the problem is either in the inside wiring or the phone.

    If there is static at the Demarc location the problem is in the outside wire or Network Service Provider’s Central Office line.

    NO DIAL TONE

    Unplug or replace the piece of equipment to see if the trouble clears. Test at another jacked location of a similar type of phone.

    Check Line cords and Handset cords, by replacing with known working cords Are all lines dead on a multi-line set or just one? If problem persists, test at Outside Demarc. (NetPop)

    CAN’T BE CALLED (PHONE DOESN’T RING)

    Verify the ringer is on, and the volume is turned up to an audible level.

    Verify that there is no Call Forward (CFWD) feature activated.

    Unplug the phone from its power source and jacked location. Wait 1 minute. Re-plug the phone into power source, and/or jack. If it still doesn’t work, try another phone at that location.

    Are other phones also not working—there may be short in the wiring of a phone, wire or a jack in the office.

    Unplugging all phones in the area and reconnecting individual stations may eliminate the one phone that may have a problem. If the second or third phone doesn’t work either, test at the Demarc.

    CAN’T CALL OUT

    Is call restriction activated on this phone or line? Try another phone in that location. If it works the problem is in the phone. Inside wiring may be causing a problem, or the System or Service Provider call restriction may be set.

    Is this on long distance calls only?

    HEAR OTHER CONVERSATIONS (CROSS TALK) ON THE LINE

    Hearing other conversations may be caused by enabled features, damp or water soaked telephone lines, radio frequencies interference, cross connections on premise or at the Central Office.

    Is the conference button enabled on your phone? Is it just on one line on your phone? If so does that line also have cross conversation at other phone stations?

    Changing the line cord, or plugging a new phone into the jack can help determine if the problem exists in the phone.

    If your cross-talk is on a multi-line phone make sure that the conference key is not enabled.

    Some outside wiring may get condensation in them especially during wet whether, and this can create cross conversation with other telephone lines. By calling the serving company’s repair center you can wait for test results. Although it is not commonly referred to a burn test can dry out outside lines. Otherwise older or damaged outside cable can be replaced by the servicing telephone company.

    Interference may be coming from radio frequency signals. Cordless phones may pick up radio or CB signals more easily than standard phones. A modular filter may help. Testing the phone at another location or using another phone at this location will isolate the problem to the jack or the phone if problem clears. If problem persists there may be water in the outside cable. Testing at the Netpop (demarc) should confirm the problem is outside your office or location.

    If the problem persists, the cause may be in the inside or outside premise wiring. Call FORWARD for further testing.

    My phone is ringing but no one is on the line when I answer.

    Is call forwarding active on the line? This will cause the phone to ring once but the call is directed to the number programmed in at the time call forwarding was activated.

    Does a different telephone work on the jack?

    Some electronic phones may need to be reset. (ISDN or electronic sets) Unplug all cords to jacks / outlets and wait a few minutes before reconnecting them.

    Did you just end a call by depressing the switch hook then hanging up the handset? Some network services send a flash tone to the CO to enable a calling feature, and the CO may be calling you back.

    Computer generated or telemarketing calls using an auto dialer can cause a delay in the rep or recorded message to begin the greeting.

    Misdialed calls may just hang up without acknowledging their mistake.

    DIAL TONE BEEPS – Hearing a series of beeps or stutter dial tone – usually indicates a Voice Mail Message awaits you. If using a headset, the tones may be an indication that your batteries are weak.

    HOLD LIGHT FLUTTERS – Vertical uses the Hold Light to tell the station user that a function of the phone or the phone system is being used. It is used to convey that a Station to Station or Voice Mail Message is awaiting the user of that phone station. If Messaging options are not applicable, another station may have activated the

    Automatic Call Back feature on your phone. To deactivate this feature and turn off the light, press “ Intercom”

    “Hold” – this should ring back the calling station and turn off your Hold Light.

    INTERCOM LIGHT FLUTTERS

    A fluttering Intercom light may indicate that the Phone System Voice Mail / Auto Attendant is on Night Service.

    INTERCOM LIGHT ON – A steady ON light on Vertical system phones, that will not go out when depressed, may indicate the feature has been selected for Music on Hold, when no source for music exists. Press “ Intercom” “ #”

    “1” to turn off this feature.

    NO DIAL TONE (NDT) / DEAD PHONE – Testing before making a call can save you some time and aggravation in the long run. For single or multi line phones, working on Centrex or Local Access Lines (POTS) switching the

    phone with another one that is similar in type can help you determine if it is the phone that needs repair or if the line may be dead from your local telephone serving company. If you have a telephone system (KSU or PBX),

    switching phones with another one of like kind and the station is still experiencing problems, the problem may be within the phone system, the jack or the Telephone Company lines. Call FORWARD to schedule a technician to diagnose and service your station’s problem.

    If the problem stays with the phone even after moving it to another jacked location, the phone may be in need of repair or refurbishing.

    If the problem stays at the jacked location, after testing at other stations, or with other similar phone types, there may be a problem in the wiring to that station or in the jack or in the system programming.

    If the problem cannot be isolated to a jack or a particular phone and you have been able to identify that the problem still occurs at the Network Service Providers Demarc Location (NetPop – where the service enters the building from the outside), the problem may be in the outside wiring or in the Central Office.

    Phone Repair: Ship the phone to us. We will send it in for Repair / Refurbishing through the Manufacturer or another reputable and authorized repair center and ship it back to you. Be sure to include handset, handset cord, and power adaptor, if there is one.

    Jack / Wire Repair: Call FORWARD for a technician on site repair call.

    Dial Tone Repair: Call FORWARD and we will report, coordinate and follow-up with Repair services from the

    Network Service Provider, as part of our Network Services Liaison service.

    OUTSIDE TESTING

    Testing at the DEMARC (NETPOP)

    The NetPop, also referred to as the Standard Network Interface (SNI), Network Interface Device (NID) or Network Interface (NWI) the box is generally located outside at residence locations, near the electric meter. Business suites may have a local Netpop location in the phone room or closet or in a phone room of an office building with connections from the NetPop to the suite.

    While it is recommended that a trained professional test the Network Providers’ lines at their point of presence location AT&T has some simple instructions at their website for testing at the outside location for your home or small business. http://www05.sbc.com/content/0,,127,00.html The NetPop has a modular jack inside the box from which to use a test set or simple single line phone (with no built-in speaker or lights).  ALWAYS exercise extreme caution when working with the SNI.

    Slamming and Cramming

    Slamming and Cramming

    FAQ – What’s the difference between Slamming and Cramming

    Slamming is the practice whereby a consumer’s chosen local or long-distance telephone company is changed without the consumer’s knowledge or consent. In accordance with our mission statement, ethical business practices and our business solutions partnership agreements, FORWARD Telecommunication Services, Inc. will not change Customer’s voice (local or toll access) or data network services without explicit instructions from the Customer and not without appropriate authorized customer signatures on contracts between the Service Provider and the Customer. Company will require written verification of changes in subscribers’ carrier services.

    Cramming, the practice of adding optional chargeable services to your voice / data services, and occurs without the consent of phone customers. FORWARD Telecommunication Services, Inc. will only add services preauthorized by the Customer. Although we may offer or advise additional or enhanced services for your account, it is the responsibility of the customer to authorize such purchases.

    Should the Customer suspect that Cramming or Slamming has occurred, FORWARD Telecommunication Services, Inc. will assist the Customer in resolution of these issues with the Network Service Providers.

    WHAT ARE THOSE CHARGES ON MY BILL? (Archive: 3Q2002 Newsletter Article)

    First of all let’s talk about SCAMS to your telephone billing.

    A renewed OLD SCAM going around concerning the telecommunications sales market. Here’s a brief synopsis of what happened recently to one customer.

    The caller identified herself as “Dana” and her company employee ID as D43610L. The name of her Company is LCR (Low Cost Rates), and they are based in Illinois. She said that due to a computer failure the service was changed from Business to “Home” service and that the line rate that should be $4.95 has been changed to $5.41.

    She said that this rate will be going to $8.98 in the near future and eventually to $32.00. She wanted to have the authorization to change the service of the customer back to business class so this wouldn’t happen. She said the reason she was calling the customer is because they had a PIC freeze on their line and they can’t legally change the service without the customer’s approval. She also said they are “funded by SBC Ameritech” to do this and they got the customer’s number from SBC and can only call companies with a PIC freeze.

    When pressed for a phone number, city of origin or even a website to verify that her company existed, she replied that she was not allowed to give out that information but that the verifier could. The supervisor (Lisa N.) gave out a direct line of 800-549-6701 which, when called, was a disconnected number.

    This type of SCAM also recently happened with a “Customer Service Call” from a Gas Utilities Billing Company at our offices.

    Several of our Customers refer these types of various “Telephone Company” sales calls to call their Client Manager at FORWARD Telecommunication Services, to handle any questions the “Telephone Company” has about their account.

    If you receive a call similar to this, please feel free to refer the caller to Anna Redcliff at 630-966-1919 to verify your AT&T (SBC) account information. FORWARD will not add nor delete any services from your account without your direct authorization and we can get verification of Authentic AT&T (SBC) departments.

    Are You Being Crammed? (Archive: 3Q2003 Newsletter Article)

    One of the services we perform is Telephone Bill reviews for our customers. During recent reviews we’ve run across quite a few questionable charges from companies customers didn’t have any idea who they were or what services they were paying for.

    Even our own bill got “crammed” through a company called “Enhanced Telecommunications” who say they are a 411 service that charges a minimum of $4 per month for their “411 Service”. The problem is that we never ordered it, never signed anything, nor spoke to a representative of the company, and legitimate 411 charges are still being billed by the company, whose service we do use.

    Normally these charges are so small that they may go unnoticed, but they will be clearly marked on your SBC bill along with legitimate SBC services, Internet services and, possibly, your Long Distance Services.

    These companies that add their charges without your consent or order, to your phone bill are non-regulated and may bill between 1 and 2 months ahead of time.

    Here’s what you will need to do to get these erroneous charges off of your bill and credited from your account.

    Review your past months’ bills for the charges; a total will be on page one of your SBC bill and usually towards the end of the bill is a page showing the breakdown of the charges. Call the toll free number associated with the company. If you are able to get a rep on line  get the address of the company, request that the full amount billed (remember you may be seeing 1-2 months behind what they’ve billed SBC) be credited and that the account be cancelled. Ask for this in writing. I called 6 times before I got it sent to me by fax. I also requested proof of ordering the service which they could not provide. Keep accurate notes with whom you spoke and the date and time of your calls.

    Call the SBC Local Service Billing Phone number listed on your SBC bill and request the charges showing on your account (they are 1-2 months behind in receiving the charges from the company) be RECOURSED. Asking that the charges be recoursed will result in a bill back to the original billing company.

    SBC will direct you to the ICC. The ICC cannot take complaints for unregulated services, but they can take information and track these companies. So call the ICC at 800-524-0795 to log your information. They will suggest you file a complaint through the Attorney General for cramming.

    To request a complaint form from the Attorney General call 800-243-0618 or download one at:

    http://www.ag.state.il.us/file.htm

    The Attorney General will not take a complaint without the address for the company you are filing on.

    Another company who’s name appears often on customers’ bills is ILD Teleservices. If you find this company

    billing through your local service telephone bill and you DID NOT order their services, visit

    http://www.consumeraffairs.com/cell_phone/ild.html for information on how to proceed to remove the service and file complaints.

    Follow up. Make sure the charges are credited from future bills. If the billing company does not issue the credit— call SBC and recourse the charges that appear after your initial request to recourse older charges.

    Phone Taxes and Surcharges

    Phone Taxes and Surcharges

    UNDERSTANDING YOUR TELEPHONE BILL – AT&T has an interactive website that explains portions of its billing. http://www.att.com/gen/general?pid=5355

    What are those taxes and surcharges on my telephone bill? CUB’s Website has several articles that highlight telecommunications, and the following link explains specific taxes and surcharges on your telephone bill.

    http://www.citizensutilityboard.org/pdfs/ConsumerInfo/20050419_TaxesandSurcharges.pdf

    Highlights of the Telecommunication Act of 2001

    http://www.citizensutilityboard.org/pdfs/ConsumerInfo/20040120_TelecomLawSummary.pdf

    How to change business hours in DX120

    How do I change the date & time on my SBX phone?

    How do I program the Caller ID display on my SBX phones?

    How do I change the name display on my SBX phones?

    How do I change the name display on my SBX phones?

    ==>Download this as a PDF<==

     

    FAQ: How do I change the name display on my SBX IP 320 24 or 8 button phone:

    A name can be displayed on your LCD instead of your station number.

    1. Press the TRANS / PGM button.

    2. Dial “ 7 4 “.

    3. Enter your name (see Entering character table below).

    4. Press the [HOLD / SAVE] button.

    How do I Reset my Small Office Lite Voicemail on my DSU system?

    How do I Reset my Small Office Lite Voicemail on my DSU system?

    COMDIAL DSU System with SMALL OFFICE LITE VOICEMAIL 

    POWER RESET INSTRUCTIONS 

    Procedure for Power Reset on the VoiceMail system

    1) Locate Power Switch on Front of unit – next to the Green LED Light.

    2) Turn Off Switch. (Green Light will turn off)

    3) Wait 30 Seconds

    4) Power Switch on (Green Light Comes back on)

    5) You should now hear random beeps and the Yellow Hard Drive Light will flicker as the system Boots up

    6) Listen for 5-6 seconds of ticking (like a clock) followed by rapid yellow light flashing with a final higher pitched single beep. This should take about 30 to 35 seconds.

    The Voicemail should now be back on line. Pick up handset on your station’s phone and log on to mailbox.

    Why is the INTERCOM button on my Impact phone flashing green?

    Why is the INTERCOM button on my Impact phone flashing green?

    A. The Intercom button might be flashing green because NITE service mode is turned on. Make sure to turn off NITE service to keep the intercom button from flashing green

    Can I access the Caller ID without entering a password each time?

    How do I change the name display on my DSU or DSUII system phones?

    How do I change the name display on my FXII system phones?

    How do I setup Distinctive Ringing on my DX80 phone?

    How do I program Idle Line Preference on my DX80 phone?

    How do I program Idle Line Preference on my DX80 phone?

    How do I set Idle Line Preference on my Comdial DX80? 

    This feature allows you to access a specific outside line or intercom (ICM) automatically when you lift the handset or press the speakerphone button.

    To pickup INTERCOM first upon lifting handset:

    • Press FEATURE button 
    • Dial 9 5 
    • LCD screen will display: 

    ICM CO CO-GROUP

    Choose ICM option (press button under ICM)

    Press the SAVE key, you will hear an audible confirmation and then phone should return to normal

    To select first available idle line (Last line is default):

    • Press FEATURE button 
    • Dial 9 5 
    • LCD screen will display: 

     

    ICM CO CO-GROUP

    Choose CO-GROUP option (press button under CO-GROUP)

    Dial 9

    Press the SAVE key, you will hear an audible confirmation and then phone should return to normal

     

    To select a specific outside line:

    Press FEATURE button

    Dial 9 5

    LCD screen will display:

    ICM CO CO-GROUP

    Choose CO option (press button directly under CO)

    “Enter CO Line” input corresponding code to program the Directory Line Number (Code 740–755 = Lines 1–16) EG: To pickup Line 1 input 740, to pickup Line 2 input 741, etc…

    Press the SAVE button, you will hear an audible confirmation and then phone should return to normal

    How do I enable or disable the Do Not Disturb button on my DSUII LCD Speakerphone?

    How do I add or delete a phantom mailbox on my DX120?

    How do I turn on the background music for my DSUII LCD Speakerphone?

    How do I store an intercom extension number as a DSS number on my DSUII LCD Speakerphone?

    How do I program a Voicemail shortcut key on my DX80 or DX120 phone?

    How do I program a Voicemail shortcut key on my DX80 or DX120 phone?

    ==>Download this as a PDF<==

     

    To program a Shortcut key for accessing your Voicemail:

    • With phone idle and on hook 
    • Press FEATURE key 
    • Press # 
    • Press 3 
    • Press the desired Button you wish to program, 
    • On the LCD display you will see what is already programmed for that position, 
    • Choose the 3rd button under the LCD Display for chg (Change) 
    • Choose the 2nd button under the LCD Display for feat (Feature) 
    • Press the chosen button you wish to program for the VM shortcut key. 
    • Press the FEATURE key 
    • Press 6 
    • Press 4 
    • Press the button under the LCD for SAVE 
    • Lift Handset and hang up to exit programming 
    • Test the new VM Shortcut key by depressing the key. If your voicemail box is already set up you should hear, “Please enter your password” to get access to your voicemail 

    How do I setup a Conference call on my DX80?

    How do I setup a Conference call on my DX80?

    ==>Download this as a PDF<==

     

    Comdial DX80 System Programming

    Conference Calling from Centrex Lines

    (Add up to 6 Callers to make 7 Person Party)

    (Add 2 Callers/Parties)

    Answer or place the First Party on 1st Line

    After connection to First Party Press Tap Key (to grab another Centrex dial tone)

    On same line – Dial Second Party (Remember 9 & Area Code)

    After connection to Second Party

    Press Tap Key connecting First and Second Party

    (Add 3-4 Callers/Parties)

    Put 1st Line Party on Hold

    Answer or place the Third Party on 2nd Line

    After Connection to Third Party

    Press *Conference to join One thru Three Parties OR

    *Add another Party (Fourth)

    *Add Fourth Party – Press Tap Key

    Dial Fourth Party

    After connection to Fourth Party

    Press Tap Key – Third and Fourth Party Connected

    Press Conference to join One thru Four Parties

    (Add 5-6 Callers/Parties)

    Put 1st and 2nd line Party One thru Four on Hold

    Answer or place Fifth Party on 3rd Line

    After connection to Fifth Party

    Press *Conference to join Lines 1, 2 & 3 – One thru Five Parties OR

    *Add another Party (Sixth)

    *Add Sixth Party – Press Tap Key for another dial tone

    Dial Sixth Party – After Connection to Sixth Party

    Press Tap Key – Five and Sixth Parties Connected

    Press Conference to join Lines 1, 2, 3 – One thru 6 Parties

    ~Please Note: the more Parties added to the conference the lower the overall

    volume will be

    _______________________________________________

    To Drop a Party

    Centrex Conference will automatically disconnect when Party hangs up

    If Third and Fourth Party wants to disconnect – Press Hold

    Answer line 1, Press Conference press line 3

    i.e.: If only Third Party wants to drop off a Six party Call, They can drop off without disrupting the remaining Parties

    i.e.: If Fifth Party wants to drop off a Six Party Call

    Press Hold, Answer Line 1, Press Conference to join Lines 1 and 2

    How do I add 11 digit dialing to my Message Notification?

    How do I add 11 digit dialing to my Message Notification?

    ==>Download this as a PDF<==

    To add 1-630 to any Mailbox which has message wait notification to (630) Area Code cell phone numbers or other (630) area code numbers:

    • Access Voicemail 
    • Enter mail box number, 
    • Enter password, 
    • Press 3 for options menu, 
    • Press 5 for change message wait notification 
    • Press 1 to change 
    • Enter new number with 1-630 nnx-xxxx 
    • VoiceMail system prompt will replay the number just entered 
    • Press 1 to change — OR — Press # exit 
    • Press # to Exit 
    • Hang up 

    Why does my phone only chirp once or not ring at all?

Forward Telecommunication Services, Telephone Equipment & Systems Dealers, Joliet, IL
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