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    Business Phone User Guide

    To Learn more about the Features and Benefits of Business Phone, click a link below or download the complete User Guide in PDF format:

    1. Voice Mail


    1. Voice Mail
      1. Setting up Voice Mail
        From your Business Phone, dial your 10-digit telephone number.
        Note: Voice Mail will need to be set up for each Business Phone number that has a Voice Mail account.
        1. At the prompt, enter your temporary Personal Identification Number (PIN), the last 4 digits of your phone number, then press #.
        2. Select a new 4-digit PIN and press #. To verify your PIN, enter it again and press #.
        3. Create a recording of your name, which will be heard when retrieving and forwarding messages. At the prompt, say your name and press #. Press 1 to use the recording, press 2 to listen to the recording or press 3 to record your name again.
        4. Create a Voice Mail greeting. At the prompt, say your greeting and press #. Press 1 to use the greeting, press 2 to listen to the greeting or press 3 to record your greeting again.
        Your Voice Mail set up is complete!

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      2. Setting up PIN Skip
        With PIN Skip, you don’t have to enter your PIN when calling Voice Mail from your Business Phone.
        To turn PIN Skip off or on:
        1. After entering your PIN, press 4 for Administer Mailbox.
        2. Press 3 for Login options.
        3. Press 2 to change Fast Login options.
        4. Press 2 to access the PIN Skip menu.
        5. Press 1 to turn PIN Skip off or on.

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      3. Activating Spanish Voice Mail Prompts
        Activate Spanish Voice Mail prompts by logging into your Voice Mail Account, then:
        1. Press 0 (for additional options).
        2. Press *4 for Mailbox Settings.
        3. Press 0 (for additional options).
        4. Press *4 to change language
        5. Press 2 for Spanish
        Note: To change back to English Voice Mail prompts, follow steps 1 - 4, then press 1 for English.

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      4. Manage Your Voice Mail Online
        Once you have set up your Business Phone Voice Mail you can manage your Voice Mail online with Digital Phone Online Tools. Use your 10-digit phone number as your username. Use the same PIN you established when you set up your Voice Mail on your Business Phone. Once logged in, you can listen to, save or delete messages and customize your settings with the click of a mouse.

        Digital Phone Online Tools works with both PC and MAC browsers (Internet Explorer 6.0 and 7.0, Firefox, Netscape Navigator and Safari). You will need a media playback tool configured to play .WAV files, such as Media Player, RealPlayer, WinAmp, QuickTime, Ultra Player or Sonique. Many of these are available as free downloads. Messages are displayed in the order they are received, but you can change the sort method by clicking on a column header.

        Note: Up to 40 minutes of messages will be maintained for up to 30 days on the Business Phone and Online Tool (web) Voice Mail systems. You can save messages indefinitely by using the Online Tools to transfer Voice Mail to your computer or another device.

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      5. Retrieving Voice Mail Messages
        Note: All saved Voice Mail messages will be deleted after 30 days.
        From your Business Phone
        1. Dial *98.
        2. Enter your PIN followed by #. (Note: If PIN Skip has been enabled you will not be required to enter a PIN).
        3. Press 1 to listen to Voice Mail messages.
        Away from the office
        1. Dial your 10-digit Business Phone number.
        2. When you hear your Voice Mail greeting, press *5.
        3. Enter your PIN followed by #.
        4. Press 1 to listen to Voice Mail messages.
        Using the Voice Mail access number to retrieve Voice Mail
        As an option, you can use the Voice Mail access number when you are away from the office.
        1. Dial the Voice Mail access number, 407.702.1500.
        2. At the prompt, enter your 10-digit phone number and press #.
        3. Enter your PIN followed by #.
        4. Press 1 to listen to Voice Mail messages.

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      6. Saving a Voice Mail Message
        Once you have retrieved a message, you have the option of saving it by pressing # at the conclusion of the message. The next message will begin immediately. Messages will be saved for 30 days. You can save them permanently by using Digital Phone Online Tools.

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      7. Replaying a Voice Mail Message
        Once you have listened to a message, you have the option of replaying it by pressing 1 at the conclusion of the message.

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      8. Erasing a Voice Mail Message
        Once you have retrieved a message, you have the option to erase it by pressing 3 immediately at the conclusion of the message.

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      9. Replying to a Voice Mail Message
        Note: You can only send a reply message to another Bright House Networks Business Phone or residential Digital Phone customer.
        1. To reply, press 2 immediately at the conclusion of the message.
        2. The Voice Mail system will ask you to verify this action. When you hear the prompt, press 2 again.
        3. Record your reply. Record your message after the tone and press # when completed and ready for delivery.
        4. Press 1 to send your reply.
        5. Press 1 again to confirm standard delivery options. Your reply message will be sent to the original caller.

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      10. Retrieving Accidentally Erased Voice Mail Messages
        Note: A deleted message can only be retrieved during the same Bright House Networks Business Phone Voice Mail session.
        1. If you have accidentally erased a Voice Mail message, press *7 until you reach the message you deleted. If you are in the main menu, press 1 to listen to your saved messages. The system will identify the message as deleted.
        2. After listening to the message, you can save the message by pressing #.

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      11. Rewinding a Voice Mail Message
        To rewind a message several seconds anytime during message playback, press 7.

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      12. Advancing a Voice Mail Message
        To advance a message several seconds during message playback, press 9.

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      13. Forwarding a Voice Mail Message
        Note: You can forward a Voice Mail message to another Bright House Networks Business Phone or residential Digital Phone customer.
        1. To forward a message, press 4 immediately at the end of the message.
        2. Enter the Business Phone or Digital Phone customer's 10-digit phone number then press #.
        3. The Voice Mail system will repeat the number. Press# to confirm.
        4. Forward the message:
          To forward with a personal comment:
          • Press 1
          • Record your message and press #

          To forward wtihout a personal comment:
          • Press 2
        5. Press 1 to forward the message.
        6. Press 1 to confirm that you want to forward the message with the standard delivery options.

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    2. Calling Features
      1. Caller ID
        If your telephone is equipped with Caller ID, the name and telephone number associated with an incoming call will appear on the screen, allowing you to see who’s calling you before you answer the phone.
        1. Caller ID requires a telephone equipped with Caller ID functionality.
        2. If a letter “P” or “Private” appears on your display after the first ring, the caller may have blocked the display of their name and number by pressing *67 before placing the call.
        3. If “unknown name,” “unknown number,” “out of area” or “O” appears, the caller is in an area that does not support caller identification service.
        To block your name and number from appearing when you make a call, press *67 before making the call.

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      2. Speed Dial
        With Speed Dial, you can program up to 8 of your most frequently dialed numbers (per line) and dial them using a single digit.
        1. To program a number, press *74. When you hear the stutter tone, select and press a speed dial digit (numbers 2 – 9 are eligible for use). Then enter the 10-digit telephone number you want to save.
        2. To Speed Dial a number, press the single digit that you selected for that number, followed by #. The telephone number will be automatically dialed for you.

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      3. Call Waiting, Call Waiting ID and Call Waiting Block
        When another caller is trying to reach you, a special tone alerts you to a waiting call. The person calling you hears normal ringing. If you have Caller ID functionality, the name and number associated with the waiting call will appear on the screen.
        1. To answer a waiting call or alternate between callers, simple press and quickly release the Receiver or Flash button on your phone. While you talk with one caller, the other caller will automatically be placed on hold. Each conversation remains private.
        2. To end either call, hang up the phone while connected to the call you want to end. Your phone will automatically ring. When you answer, you will be connected with the other caller.
        3. To block Call Waiting alerts for the duration of a phone call, press *70 before placing a call.

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      4. Anonymous Call Rejection
        By activating Anonymous Call Rejection (ACR), you can block unidentified calls for as long as you choose. Unidentified callers, including those identified as “Anonymous” or “Private,” are automatically rejected and will hear an announcement telling them to hang up, release their caller ID information and then redial the desired customer’s number. Certain calls where caller ID information is “unknown” or “unavailable” cannot be blocked with ACR.
        1. To activate ACR, press *77 and wait for the confirmation tone.
        2. To deactivate or turn ACR off, press *87.

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      5. Call Forwarding
        Forward all your calls to an alternate phone number using Call Forwarding.
        1. To set up Call Forwarding, press *72. When you hear the dial tone again, dial the telephone number to which you would like your calls forwarded. When the call is answered, Call Forwarding is activated.
        2. To forward calls to a destination that does not answer, repeat the Call Forwarding procedure within two minutes of the first attempt. A confirmation tone will indicate successful activation.
        3. To cancel Call Forwarding, press *73.
        4. While Call Forwarding is active, your phone will ring once if a call comes in as a reminder, but you cannot answer calls. However, you can make outgoing calls.

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      6. Call Completion When Using Directory Assistance
        When using local or national domestic Directory Assistance you will be given the option to have the number automatically dialed for you at no additional charge.

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      7. Additional Charges Blocking
        Requesting Additional Charges Blocking (ACB) restricts outbound, fee-based calls, helping to control unwanted charges. With ACB all International, North American Numbering Plan (NANP) offshore calls, operated assisted (0 & 0+) and Directory Assistance calls (including International 411) will be blocked. This feature must be requested through a Customer Care professional who can be reached by calling 611 from your Bright House Networks Business Phone.

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      8. Other Business Phone Features
        Account Codes: 
        • When dialing a number, you will hear a stutter tone. Following the tone, enter the 1-9 digit account code associated with the telephone number.
        • Press pound (#) and complete the call.
        Hunt Groups: 
        • Hunt Groups, also known as rollover numbers, is a feature which automatically routes incoming calls to open lines in your business. Call Hunting should only be set up on numbers you want to be included in the hunting sequence.
        Note: Any unanswered call routed through hunting will be sent to the Voice Mail account associated with your main Business Phone number.

        Blocking Inbound Calls: 
        • This feature will block all inbound calls.
        Blocking Outbound Calls: 
        • This feature will block all outbound calls from the deginationed telephone number. A message will inform the person attempting to make an outbound call that the feature is not available.
        Call Return (*69): 
        • *69 allows you to hear the number of the last incoming call and automatically dial that number.
          1. After receiving a call, pick up receiver and enter *69 to hear the phone number
          2. Press 1 to automatically dial the number. If busy, the number will be attempted for 30 minutes.  When available, you will hear a distinctive ring and be automatically connected.
          3. To deactivate call return pick up receiver and enter *89.  Hang up after message confirming deactivation.
        • *69 only works in your local calling area for return calls to landline phones.  Not available for calls to domestic or international long distance numbers, 8xx or 9xx numbers, and wireless numbers.
        Repeat Dialing (*66): 
        • *66 allows your last outbound call to be automatically redialed when your first attempt reaches a busy number.
          1. After reaching a busy or non-responsive line, hang up.
          2. Pick up receiver and dial *66, then hang up. The system will monitor that line for 30 minutes. When available, you will hear a distinctive ring and be automatically connected.
          3. To deactivate repeat dialing, pick up receiver and dial *86. Hang up.
        • *66 only works in your local calling area for return calls to landline phones.  Not available for calls to domestic or international long distance numbers, 8xx or 9xx numbers, and wireless numbers.
        Three Way Call Conferencing & Transfer: 
        • Three Way Conferencing
          1. After answering a call, press Flash or switch the hook.  The initial call will be placed on hold and a recall dial tone will be heard.
          2. Dial the number to be added to the conference.
          3. When the party answers, you may talk privately first or press the Flash or the switch hook to complete the conferencing.
          4. If you drop from the call, the conference between the two other parties will continue.
        • Three Way Call Transfer
          1. After answering a call, press Flash or switch the hook.  The initial call will be placed on hold and a recall dial tone will be heard.
          2. Dial the number for the transfer.
          3. When the party answers, you may talk privately if desired.
          4. To complete the transfer, simply hang up and the two callers will be connected.

            Note: For a 'blind' transfer, you may hang up once the dialed number begins ringing.  If the switch hook or Flash button is pressed before step 2 is completed, you will be reconnected to the original caller.
        Please contact your Business Solutions Account Executive to set up these features.

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    3. Monitored Security Systems
      Bright House Networks Business Phone has been designed to work with monitored home security systems.

      Bright House Networks recommends that both you and your alarm company test the alarm system after your Business Phone installation.

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    4. Enhanced 911 (E911)
      E911 is supported by Bright House Networks and enables the dispatcher to automatically identify the phone number and address of the person who is calling.

      Moving Business Phone modems without contacting Bright House Networks may result in emergency services going to the wrong address. You must notify Bright House Networks before moving your modem to a different address.

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    5. Battery Backup
      Business Phone is not a powered service, so in some instances, such as an extended power failure or a network outage, your monitored security system and medical alert system, as well as E911 service, will not be available. Your Business Phone modem includes a battery that will keep your Business Phone service powered for up to 8 hours if there is a power outage. However, if Bright House Networks experiences a network outage, Business Phone service will be lost immediately.

      If Business Phone is disconnected for any reason, your monitored security system and medical alert system, as well as E911, will also be disconnected.

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    6. 211, 311, 411, 511, 611, 711 and 811 Calling

      With Business Phone, you have access to community service referral (211), government service referral (311) in counties where it is available, Directory Assistance (411), traffic information (511), Business Phone Customer Care (611), hearing impaired (711) and call-before-you-dig (811) information – and of course, E911 for emergencies – by simply dialing three digits.

      Note: You will incur per use charges for directory assistance (411). All other N11 services are provided at no additional cost.

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    7. Trouble Shooting Tips
      1. If you are experiencing a loss of dial tone with your Business Phone service, use a paperclip to press and hold the reset button located on the back of the modem for 30 seconds. Wait one minute then check for dial tone.
      2. If you are experiencing issues sending or receiving a fax, listen to and delete any unheard Voice Mail messages, then try to send or receive your fax again.
      3. If you are experiencing problems receiving Caller ID information, try unplugging your phone or Caller ID device for 30 seconds, then reconnect the power.
      4. Your default PIN number is set to the last 4 digits of your Business Phone number. After you have logged in to the Voice Mail system successfully for the first time, you will be prompted to change your PIN during the initial Voice Mail setup.
      5. Bright House Networks Business Phone Customer Care is available 24 hours a day, 7 days a week by dialing 611.

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