Telephone Service User Guide

Summary

Your ECFiber telephone service is an advanced Voice over Internet Protocol (VoIP) system that, in addition to unlimited calls in the USA and Canada, provides a wide range of standard and optional features. This guide gives the information to use the most common of these services. If you need more information, you can call our office at 833-ECFIBER (833-323-4237) or 802-323-4237 or send an email to support@ecfiber.net.

The first section of this guide will outline how to make change by using your phone handset.

The second part of this guide will outline how to make change by using the online phone portal at https://phone.ecfiber.net/.

Caller ID

Caller ID, the calling name (CNAM) and phone number (CLID) sent with outbound calls, is a setting on each phone number. You can choose to send out the main company number, a number assigned to the line, or no caller ID at all. If the name on your caller ID is incorrect, please contact Customer Support to update it.

Important: 

• • Caller ID for Mobile Phones Most mobile phone carriers do not send the CNAM because mobile phones look up the calling phone number in the device’s contact list. Also, calls to 911 will always send the 911 callback number set on the device, regardless of your caller ID settings. 

Caller ID: Enable Next Call (*65)

If caller ID is blocked on the line, this star code will enable caller ID for the current call. Future calls will not be affected. If caller ID was already enabled, it will continue to be enabled.

1. 1. Dial the star code + the number for the party you’re trying to reach.
      1. 1. For example: *658015552134

1. 1. Caller ID will be displayed to the party on this call.

Caller ID: Disable Next Call (*67)

If caller ID is enabled on the line, this star code will block caller ID on the current call. Future calls will not be affected. If caller ID was already blocked, it will continue to be blocked.

1. 1. Dial the star code + the number for the party you’re trying to reach.
      1. 1. For example: *678012265555

1. 1. Caller ID will be displayed as “BLOCKED” to the party on this call.

Caller ID: All Calls (*68)

Enable or disable caller ID for all outbound calls.

1. 1. Dial the star code.

1. 1. Enter your 4-digit PIN, followed by #.

1. 1. Choose from the following options:
      1. 1. Press 1 to enable caller ID on all calls.
      1. 1. Press 2 to disable caller ID on all calls.

Call Forwarding

When you aren’t available to answer calls on your phone, you can forward your calls somewhere else. Call Forwarding can be set up in the voice portal or by star codes. In the Voice Portal, you can set up a schedule to forward calls during certain hours, like your lunch break.

Call Forwarding can be configured in the portal or via star code. These star codes are applied to

the line. For each Call Forwarding star code, the call handling options are Forward and Send to

Voicemail.

Call Forward: All Calls (*72)

When enabled, all incoming calls will be forwarded to a specified phone number.

Also known as Unconditional Forwarding.

1. 1. Dial the star code.

1. 1. Enter your voicemail PIN followed by #.

1. 1. The audio prompt will tell you if call forwarding is currently enabled or disabled, then ask you to select an option:
      1. 1. Enable: To forward all calls, press 1, then make a selection.
            • • To forward the call to a phone number, press 1.
            • • To forward to an extension, press 2.
            • • To forward to a short code, press 3.

Once a selection has been made, please enter your forwarding

destination’s 11-digit phone number followed by #. You will hear, “All calls will be forwarded. Goodbye.”

2. 2. Disable: To disable forwarding and send calls to your line, press 2. You will hear, “Calls will ring your line. Goodbye.”

Call Forward: Busy (*90)

Choose how calls will be handled when you’re on another call.

1. 1. Dial the star code.

1. 1. Enter your voicemail PIN followed by #.

1. 1. Choose an option:
      1. 1. Enable: To forward calls when your line is busy, press 1, then enter the destination’s 11-digit phone number followed by #. You will hear, “Calls will be forwarded when your line is busy. Goodbye.”
      1. 1. Disable: To send calls to voicemail when your line is busy, press 2. You will hear, “Calls will be sent to voicemail when your line is busy. Goodbye.”

Call Forward: No Answer (*92)

Choose how calls will be handled when the line isn’t answered.

1. 1. Dial the star code.

1. 1. Enter your voicemail PIN followed by #.

1. 1. Choose an option:
      1. 1. Enable: To forward calls when not answered, press 1. Enter the destination’s 11-digit phone number followed by #. You will hear, “All calls will be forwarded when not answered. Goodbye.”
      1. 1. Disable: To send calls to voicemail when not answered, press 2. You will hear, “Calls will be sent to voicemail when not answered. Goodbye.”

Call Forward: Out of Service (*94)

Choose how calls will be handled when the line is out of service or not registered.

1. 1. Dial the star code.

1. 1. Enter your voicemail PIN followed by #.

1. 1. Choose an option:
      1. 1. Enable: To forward calls when your line is out of service, press 1, then enter destination’s 11-digit phone number followed by #. You will hear, “All calls will be forwarded when your line is out of service. Goodbye.”
      1. 1. Disable: To send calls to voicemail when your line is out of service, press 2. You will hear, “Calls will be sent to voicemail when your line is out of service. Goodbye.”

Remote Forwarding

When you’re away from your phone but still want to receive calls, you don’t need to get back to your phone to set things up. Unconditional call forwarding, or forwarding of all calls, is available remotely using the voicemail system. Remote Forwarding will continue to function even if there is a power outage, internet outage, or device failure.

1. 1. From a phone not connected to your account, dial your 11-digit phone number.

1. 1. When you hear your voicemail greeting, press #.

1. 1. Enter your voicemail PIN followed by #.

1. 1. Press 8 for personal options.

1. 1. Press 5 to access the Call Forwarding menu.
      1. 1. Press 1 to forward all calls. Enter forwarding destination number followed by #. You will hear, “All calls will be forwarded.”
      1. 1. Press 2 to send all calls to your line. You will hear, “Calls will ring your line, goodbye.”

Call Screening

Ensure you receive important calls by limiting the types of calls that can ring your phone. Calls from anonymous callers, or other callers, can be given special treatment, such as being blocked, sent directly to voicemail, forwarded to another phone number (like your mobile), or having a custom ring pattern assigned. These settings can be configured via star code (below) or in the portal.

All Other Callers

If you don’t want to receive calls from anyone, use this feature to block all callers and then enable only custom (specific) callers to reach you.

All Other Callers: Allow (*74)

All other calls (not otherwise specified) will be allowed.

1. 1. Dial the star code.

1. 1. You will hear, “Your selective call accept service has been deactivated.”

All Other Callers: Block (*64)

All other calls (not otherwise specified) will be blocked.

1. 1. Dial the star code.

1. 1. You will hear, “Your selective call accept service has been activated.”

Anonymous Callers

Calls from anonymous callers (without caller ID) can waste your time and distract you from other calls you want to take. Block them from even ringing your phone

Anonymous Callers: Allow (*87)

Calls without caller ID will be allowed.

1. 1. Dial the star code.

1. 1. You will hear, “Your anonymous call rejection service has been activated. All incoming calls will be checked for number privacy before they are allowed to complete to your line.”

Anonymous Callers: Block (*77)

Calls without caller ID will be blocked.

1. 1. Dial the star code.

1. 1. You will hear, “Your anonymous call rejection service has been deactivated.”

Anonymous Callers: Enable Block with Message (*95)

Calls without caller ID will be blocked with a message.

1. 1. Dial the star code.

1. 1. You will hear, “Your anonymous call rejection service has been activated. All incoming calls will be checked for number privacy before they are allowed to complete to your line.”

1. 1. Callers will hear a message indicating anonymous callers are not allowed.

Anonymous Callers: Disable Block with Message (*97)

Calls without caller ID will no longer be blocked with a message.

1. 1. Dial the star code.

1. 1. You will hear, “Your anonymous call rejection service has been deactivated.”

Custom Callers 

Use this feature to control who can call your phone and what happens when they do. 

To create a rule for a group of phone numbers with the same area code and/or prefix, enter the first few digits of the phone number instead. 

Custom Caller: Allow (*59)

Calls from the number specified will be allowed.

Use this feature if you are currently blocking all callers and want to allow a

specific phone number, or if you would like to allow a specific caller that you’ve

blocked in the past.

1. 1. Dial the star code.

1. 1. Enter your 4-digit voicemail PIN followed by #.

1. 1. Enter the 11-digit phone number followed by #.
      1. 1. For example: 18005551212#

1. 1. You will hear, “Calls from [phone number you entered] will be allowed.”

Custom Caller: Block (*60)

Calls from the number specified will be blocked. The caller will hear a busy tone.

Use this feature if you have allowed all callers but want to block a specific caller. Using this star code, the blocked caller will hear a busy signal instead of ringing through to your line.

1. 1. Dial the star code.

1. 1. Enter your voicemail PIN followed by #.

1. 1. Enter the 11-digit number followed by #.
      1. 1. You will hear a prompt saying, “Calls from [phone number] will be blocked.”

Custom Caller: Block with Message (*58) 

Calls from the number specified will be blocked with a message.

1. 1. Dial the star code designated to block specific numbers and to play a message when done.

1. 1. Enter your voicemail PIN followed by #.

1. 1. Enter the 10-digit number to be blocked followed by #.
      1. 1. You will hear, “Calls from [phone number you entered] will be blocked.”
      1. 1. The caller will hear, “The number you have dialed is not accepting calls at this time. Please try again later.”

Custom Caller: Forward (63)

Calls from the number specified will be forwarded.

1. 1. Dial the star code.

1. 1. Enter your voicemail PIN followed by #.

1. 1. Enter the forwarding number followed by #.

1. 1. You will hear a prompt saying, “Calls from [phone number you entered] will be forwarded.

1. 1. Notice: A screening forward number must be set up in the portal; otherwise, forwarded calls will fail over to the All Other Callers setting.

Call Trace

Call Trace allows you to mark a harassing or threatening phone call in the Call History. If necessary, you must take additional actions to establish a case with your local law enforcement

agency.

Call Trace (*57)

Mark a call for a trace in your Call History. Used for troubleshooting.

Call Trace does not initiate any law enforcement or actions against the caller. You must take additional actions to establish a case with your local law enforcement agency.

1. 1. After ending the call, dial the Call Trace star code.

1. 1. You will hear, “The previous call will be marked in your call history.”

1. 1. A new line for the trace will be entered in Call History.

Call Waiting

While on a call, if a second call comes in, you’ll hear the Call Waiting tone. To answer that call, place the current call on hold and pick up the incoming call. Additionally, you can temporarily or completely enable or disable Call Waiting from your phone or in the portal.

Call Waiting: Enable (*43)

Enables call waiting for ALL calls to the user.

1. 1. Dial the star code.

1. 1. You will hear a message indicating the call waiting service has been activated.

Call Waiting: Disable (*44)

Disables call waiting for ALL calls to the user.

1. 1. Dial the star code.

1. 1. You will hear a message indicating the call waiting service has been deactivated.

Call Waiting: Disable Next Call (*70+)

If call waiting is enabled on the line, this star code will disable caller ID on the current call. Future calls will not be affected.

1. 1. Dial the star code + the phone number of the party you’re trying to reach.
      1. 1. For example: *708015553284

1. 1. During this call, incoming calls will follow the “busy” call behavior.

Switching Calls

When Call Waiting is enabled on your phone, you can switch between your current call and a new incoming call:

• • When notified of a second incoming call, press the line button on your phone.

• • Your first call will be placed on hold, and your second call will be active.

• • You can switch between the two calls by pressing the line button for the call you want to switch to.

Do Not Disturb

When you don’t want your phone to ring, activate Do Not Disturb to send all incoming calls directly to your voicemail box.

Do Not Disturb: Enable (*78)

Turn on DND. All calls will be sent to voicemail.

1. 1. Dial the star code.

1. 1. You will hear, “Do not disturb enabled.”

1. 1. Incoming calls are sent directly to your voicemail box

Do Not Disturb: Disable (*79)

Turn off DND.

1. 1. Dial the star code.

1. 1. You will hear, “Do not disturb disabled.”

1. 1. Incoming calls follow your Call Handling settings.

Last Call Return (*69)

Dial the last caller ID number that rang the line (not the last outbound call).

1. 1. Dial the star code.

1. 1. You will be connected to the last number that called you.

Three-Way Calling

Three-way calling lets you bring two parties into the same call so all may participate in the same conversation.

1. 1. While on an active call, press and release the switch hook or flash button on your phone. The first part will be placed on hold.

1. 1. Listen for a second dial tone and then dial the phone number of the second party.

1. 1. After the second part answers, press and release the switch hook or flash button to join both parties into the call.

Voicemail Access

Your voicemail box can be accessed remotely or from a phone connected to the line it’s assigned to.

Direct Access

Voicemail Management (*98)

Access the voicemail box assigned to the phone number. 

1. 1. From a phone number assigned to the voicemail box, dial the Voicemail Management star code.

1. 1. If prompted, enter the PIN and press #.

Remote Access

1. 1. From a phone number that is not connected to your account, dial the 10-digit phone number.

1. 1. When the voicemail greeting plays, press #.

1. 1. Enter the voicemail PIN and press #.

1. 1. Voicemail PIN: The default PIN is 1234. The first time you access your voicemail box, you will be prompted to set a new PIN which must be 4-digits or longer.

Voicemail Menu Options

Listen to Messages

Log in to the voicemail box and press 1 to listen to your messages. Use the following to navigate the menu:

• • Press 1 to skip a message.

• • Press 2 to save a message.

• • Press 3 to erase a message.

• • Press 9 to repeat the message.

• • Press 0 to exit the menu.

Personal Options

Access the voicemail box and press 8 for personal options. Use the following to navigate the menu:

• • Press 1 to change the PIN.

• • Press 2 to personalize your greeting.

• • Press 3 to record your name.

• • Press 5 for call forwarding (then enter forwarding destination number).

• • Press 6 to enter a call screening forwarding number.

• • Press 9 to repeat the personal options.

• • Press 0 to exit the menu.

Change Your PIN

For security reasons, the PIN can be changed only when calling the voicemail box from a registered phone number.

1. 1. Access the voicemail box and press 8.

1. 1. Press 1 to change the PIN.

1. 1. If prompted, enter the current PIN.

1. 1. Enter a new PIN that is at least 4-digits long, then press #.

1. 1. Hang up or press 0 to go back to the main menu.

Record Your Greetings

1. 1. Access the voicemail box and press 8.

1. 1. Press 2 to personalize your greetings.
      1. 1. Press 1 to change the default greeting.
      1. 1. Press 2 to change the “busy” greeting.
      1. 1. Press 3 to change the “no answer” greeting.

1. 1. Hang up or press 0 to go back to the main menu.

Call Forwarding

1. 1. Access the voicemail box and press 8.

1. 1. Press 5 for call forwarding.

1. 1. Enable: To forward all calls, press 1.
      1. 1. Press 1 to forward calls to a phone number.
      1. 1. Press 2 to forward to an extension.
      1. 1. Press 3 to forward to a short code.

Please enter your forwarding destination number followed by the # sign.

4. 4. Disable: To send calls to your line, press 2.
      1. 1. Calls will ring to your line.

4. 4. Hang up or press 0 to go back to the main menu.

Call Forwarding Destination

Configure the phone number calls are forwarded to when Call Screening is enabled.

1. 1. Access the voicemail box and press 8.

1. 1. Press 6 to set your call forwarding destination number.

1. 1. Please enter your forwarding destination number followed by the # sign.

1. 1. Hang up or press 0 to go back to the main menu.

Reset Voicemail PIN

Each user has their own PIN to access their voicemail box. If you forget your PIN, follow these

steps to reset it:

1. 1. Go to User > Voicemail.

1. 1. Under Voicemail Box Details, click [Reset PIN].

For security reasons, the PIN can only be created or changed when accessing the voicemail box from the phone number assigned to it.

Access the Voice Portal

The Voice Portal is where you can control who can contact you, how they will reach you, and when they can reach you. Many features can be managed via star codes, but some things are easier to manage online.

When your account was created, you were sent an email that contains your username, a link to create your password, and the portal URL. Keep that email safe so you can refer to it later. If you haven’t received it, or if you don’t have an email address on your account yet, please contact Customer Support.

1. 1. Go to https://phone.ecfiber.net/ 

1. 1. Enter your username (not email) and password.

1. 1. Check Remember Me if you want to save your username and password.

1. 1. Click [Login].

1. 1. Password Requirements: Your password must be at least eight characters long and include at least one number and one special character, such as ^ $ * . [ ] { } ( ) ? ” ! @ # % & / \ , > < ‘ : ; | _ ~ ` = + -. It cannot contain any part of your username.

Reset Your Password

If you can’t log in, you can reset your password without contacting Customer Support.

1. 1. On the login screen, click the “Forgot Password?” link.

1. 1. Enter the email address associated with your account, then click [Reset Password]. If you don’t have an email address on your account yet, please contact Customer Support for assistance.

1. 1. Open the email and click the link. If it opens on the login screen, click the link again to go to the right place.

1. 1. Enter a new password that is at least 8 characters long and includes at least one number and one special character, such as (^ $ * . [ ] { } ( ) ? ” ! @ # % &amp; / \ , <> ‘ : ; | _ ~ ` = + -).

1. 1. Click [Save]. A confirmation email will be sent to your email address.

Call Screening

Call Screening can help block unwanted calls, and you can decide what happens to the calls turned away. Are they hung up automatically, or do they hear a message first? Are they forwarded to another number, or are they sent to voicemail?

For each category, choose a screening action from the menu. The options for each category are Allow, Allow with Priority Ring, Block, Block with Message, Forward, and Voicemail.

To manage these settings, and scroll down to Call Screening. Call Screening settings can also be managed by dialing star codes.

Screening forward number – Enter the destination phone number that will be used when a call

screening category below is set to Forward.

Anonymous callers – Choose what happens to incoming calls that don’t send caller ID.

Toll-free caller – Choose what happens to incoming calls from a toll-free number.

All other callers – Choose what happens to all other incoming calls that are not

otherwise defined by a custom screening rule.

Custom Screening

Custom caller rules define the call handling action for inbound calls from specific phone numbers. The screened phone numbers and associated actions are listed here.

To add a custom rule, click [Add Rule], then enter the phone number and choose an action from the menu. To create a rule for a group of phone numbers (numbers with the same area code and/or prefix), enter the first few digits of the phone number instead.

Call Screening Actions 

For each category, choose a screening action (behavior) from the menu.

Allow – Allow the caller to ring through.

Allow with Priority Ring – Allow the caller to ring through with a priority ringtone. Choose from 7 other ring patterns.

Block – Block the caller from ringing through. Callers hear a busy signal.

Block with Message – Block the call with a message:

1. 1. Custom Callers: “The number you have dialed is not accepting calls at this time.”

1. 1. Toll-Free Callers: “The number you have dialed is not accepting calls from toll-free numbers at this time.”

1. 1. Anonymous Callers: “The number you have dialed is not accepting calls from anonymous numbers.”

Forward – Forward the caller to a specific number. If you choose this option, you must enter the number those calls are forwarded to in the Screening Forward Number field.

Voicemail – Send the caller directly to voicemail.