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Internet Issues

Having trouble with your internet connection? Here are a few suggestions to help get you up and running again. If the issue persists, don’t hesitate to call our repair line at the bottom of this page. We’ll figure this out together.

Check whether your modem is working properly:

Here are a few simple things you can do to determine if your modem (the machinery that connects your household to the internet) is working correctly.

  1. Try accessing a few different websites, to ensure that the issue you’re encountering isn’t just with the one website you are visiting.
  2. Open another application (such as your email program) that uses the internet. If this isn’t working either, it looks like there’s an issue with your connectivity.

If your Internet Service is not working, we recommend restarting your router—a process we call “Modem Powercycle”—to restore service.

Modem Powercycle Instructions:

  1. Unplug the power cord(s) from your modem. (If you have a wireless router with a power cord, unplug that as well.)
  2. Wait three minutes.
  3. Plug the power cord or cords back into your modem.
  4. Wait two more minutes.
  5. If you have a wireless, plug that back in as well and wait for one more minute.

At this point, check to see if your Internet service has been restored.

If this Modem Powercycle didn’t work and you have a router, try plugging your computer directly into the modem (instead of using wireless internet) with the Ethernet/LAN/CAT5 cord. If this method connects you to the internet, the issue lies with your wireless router. Sometimes, resetting it and running through the installation again can fix it. Otherwise, you will need to contact the manufacturer for assistance.

If, after plugging in directly, your internet is still not working, please call our repair line and we’ll help get you up and running.

Modem lights on?

Your modem normally has a series of lights that shine on the display. Does everything look normal? Are any lights out? If so, check your cord connections.

Still not working?

If your service is still not working, please call PEAK or our repair line. We’ll get you back online in no time.

Pioneer Connect Repairs can be reached in Philomath at 541-929-1212 (Philomath) or in Waldport at 541-563-1212. Peak Internet can also be reached 24/7 at 541-754-7325.

What is SmartHub

SMARTHUB is now here!

SmartHub lets you manage all aspects of your Pioneer Connect bill online or with your mobile device.

Creating a SmartHub account is quick and easy. With SmartHub you can:

  • View statements
  • Make payments
  • Setup Auto Pay
  • Report trouble
  • Communicate with Pioneer
  • Review payments applied to your account
  • Link multiple accounts
  • Sign up for paperless(e-bill)
  • Setup text and email notifications
  • Plus More!

Add your cell phone or email to get notified about things like:

  • Bill is available to view
  • Bill is due or past due
  • Credit/debit card about to expire

Logging in for the first time

  1. Visit SmartHub
    SmartHub Login Screen
  2. Select “New User? Sign up to access our Self Service site”
  3. Enter your account number, last name and email to start the registration process. (Your account number can be found on a Pioneer Connect statement).
  4. Next, you will need to answer 1 validation question to register and establish 2 security questions. You may select a different question by clicking on the question and choosing another from the list.
  5. Once registration is complete, an email will be sent with a temporary password required for the first login.
  6. Check email for temporary password
  7. Return to SmartHub and enter email address and temporary password
  8. You will be asked to change your password.
  9. Once password is changed, your will be asked for a Security Phrase.  This is asked one time.
  10. You’re all set!

Navigating SmartHub

The SmartHub Dashboard is where you will be brought every time you log into your account. Here is where you will find:

  • A summary of your account(s)
  • Important communication/Access
  • Bill Pay Access
  • Account management options
  • Past bill and payment history

If you can’t find what you need on the dashboard, then check the top menu. The top drop-down menus provide more options and customization.

Paying Your Bill

On the Web version of SmartHub, you can make a payment to a single account or to all accounts by clicking on the Pay My Bill button under Quick Links. To pay the total amount owed on multiple accounts, click the Pay Now button in the upper right corner of the screen or the Make Payment button on the home page of SmartHub.  If you are using the App, tap the Bill & Pay gadget and tap the Pay button.

Setting Up Notifications

Want a reminder that your bill is due? How about a prompt that your bill is now past due? Interested in knowing your payment posted? How about a reminder your credit/debit card is about to expire?

All these things, plus more, are possible with SmartHub.  Just add your cell phone or email in SmartHub Notifications.

 

 

  1. From the SmartHub main page, click on the Notifications tab
  2. Verify that your contact information is in SmartHub by going to Manage Contacts in the far left menu.
  3. If you need to add an email or phone, select + Add E-mail Contact and/or +Add Phone Contact located at the top.
  4. Input your desired contact method(s) and accept the Terms and Conditions.
  5. You will receive an E-mail and/or text messasage to complete the activation
  6. Click the Manage Notifications link in the far left menu. The Manage Notifications page appears, displaying various categories of notifications, including Billing, Miscellaneous, and On Demand.
  7. Click the arrow to the left of the desired category to add/edit notifications.
  8. Under each Alert Type, select the method(s) in which you want to be notified.
    • Some options are not uneditable.
  9. When done, select Save Settings for each category you have updated.

Managing Your Registered Accounts

If you have multiple accounts that you would like to manage with one login, this is where you can either add or remove (unsubscribing) accounts to pay online. This option is also available under My Profile.

Managing Your Stored Payment Accounts

  1. To view and/or manage your existing payment methods, sect My Profile from the top menu bar.
  2. Select Manage My Stored Payment Accounts. From here you can view your existing payment options (credit card or bank account).
  3. If you want to add a payment option you can select Add New Card or Add New Bank Account.

Setting Up Auto Pay

Set it and forget it! Sign up for Auto Pay to automatically send your payment straight from your Credit/Debit card or Bank Account. Your payment will be deducted from your account on the 16th of each month

Enrolling in Auto Pay

  1. Log into SmartHub
  2. Select Pay My Bill
  3. Select Auto Pay Program from the left navigation
  4. Click Sign Up for Auto Pay
  5. Select Card or Bank Account and enter your information in order to pay for services automatically each month.

Edit Auto Pay Options
View and/or manage your Auto Pay options (Bank Account or Credit/Debit Card).

  1. Select My Profile from top menu bar, then My Information.
  2. Select Manage My Stored Payment Accounts.
  3. Select Auto Pay Program

 

Update Paperless Settings

Save money and time!

For the first three months, you will be prompted to choose whether you would like to turn off paper bills or not.  After three months, the system will not ask you any more.  If you change your mind later, follow these steps to turn of paper bills:

  1. Select My Profile
  2. Choose Update My Paperless Settings
  3. Click Turn off/on Printed Bill

You will now receive an email/text notification when your bill is ready with a direct link to pay your bill.

Mobile App

SmartHub has a mobile App for your smartphone or tablet.

  1. Download the App from either the Apple Store or the Google Play store by searching “SmartHub
  2. Once the App is installed, select New User
  3. Find and select Pioneer Connect either by location or by name. Click confirm once you have selected Pioneer Connect.
  4. Click on Create an Account located at the top right of screen and proceed to fill out the information that is requested.
  5. A temporary password will be sent to the email address you provided.
  6. Once you have the temporary password, you can either click on the Login link in the email or go to the App and login using the temporary password provided in the email.
  7. Using the mobile app, your Username is your email address used to sign up for SmartHub
  8. You must change your password when prompted to continue. Please change your password and click on continue.
  9. You are now logged in and at the home screen in the SmartHub App.

Note: Once you have signed up on the website or the App, the same ID and password can be used for either. You DO NOT need to sign up separately for them.

Is the Mobile App Secure?

YES! All critical information is encrypted in every transaction and no personal information is stored on your mobile device. Mobile devices do offer you the ability to store your login information for Apps installed on the device. If you choose to store your login information, any person who has access to your mobile device can access your account.

Additional SmartHub FAQ’S

I did not get temporary password

Please check your junk email.  If you do not receive a temporary password, please call our customer service team and they can give you a temporary password.

I'm having trouble signing up for SmartHub

Verify your account number and the Last name/Business name that is on your Pioneer Connect bill.

I can't login. It's telling me I have an invalid password

Your password is case sensitive. You need to use the same password when the account was set up. If you cannot remember the password you click on the “Can’t access your account?” link from the login page of SmartHub to reset the forgotten password.

What is the difference between SmartHub and Pay Now?

SmartHub is an online bill pay service that you log into. With SmartHub you can view your statements, make payments, communicate with Pioneer, and set up text or email notification.

Pay Now allows you to make a one-time payment without registering for SmartHub. When using Pay Now, you will not see or have access to any of your account information. To make a payment using Pay Now, you will need your Pioneer Connect account number

Is SmartHub Secure?

YES!  We take the security of our customers very serious.  SmartHub is a safe and secure environment.

What is the difference between the mobile app and the web version?

The capabilities between the two are the same. Both options provide you with secure access to your account where you can:

  • maintain your account information
  • view your bills
  • see payment history
  • make payments on one or more accounts
  • set up auto payments.
  • register your accounts to receive notifications
  • maintain your personal information, password, security pass phrase and stored payment methods

Can I Make a Payment on multiple accounts?

Yes!

On the web:
To pay the total amount owed on all accounts, click the Pay Now button in the upper right corner of the screen or the Make Payment button on the home page. You can also make a payment to a single account or partial payment to all accounts by clicking on the Billing & Payments button. It will allow you to check the accounts to be paid and change the amount for each account by clicking on Other Amount. After entering the amounts to be paid, click the Pay Now button.

On the app:
Tap the Bill & Pay button. If paying the total amount due tap the Pay button. If paying a partial payment, tap Pay Partial Amount, tap on the account and adjust the amount.

Do I have to change the way I pay my bill in order to use SmartHub?

No!

You can take advantage of all the features of SmartHub and continue to pay your bill as you currently do.

What is ``Directory`` under Quick Links

This is similar to your Pioneer Connect phone book but online!  These are all the customers who have chosen to have a published number with Pioneer Connect.

You can search by person, business, or by phone number.

Noisy Phone Line

Phone Issues

Encountering an issue with your phone service? We’re always ready to serve you—if the suggestions below don’t solve your problem, feel free to contact our Repairs Department in Philomath at 541-929-1212 or in Waldport at 541-563-1212. The following is a way to troubleshoot and possibly fix yourself, with no waiting for a service repair.

Noisy Phone Line

  1. To pinpoint where the noise in your phone line is coming from, follow the same steps under No Dial Tone If there is no noise at the N.I.D., the problem is inside the home.
  2. Always check with a phone at your N.I.D. See NETPROTECT™ for more information.
  3. You may also want to keep an inexpensive non-powered phone in the house for emergencies since electronic (cordless) telephones will not work during a power outage. If you still have no dial tone, the problem is in your wiring, a jack, or your phone. See NETPROTECT™ for more information or call the Repairs Department.

Still encountering issues?

Call Pioneer Connect Repairs in Philomath at 541-929-1212 or in Waldport at 541-563-1212.

No Dial Tone

Phone Issues

Encountering an issue with your phone service? We’re always ready to serve you—if the suggestions below don’t solve your problem, feel free to contact our Repairs Department in Philomath at 541-929-1212 or in Waldport at 541-563-1212. The following is a way to troubleshoot and possibly fix yourself, with no waiting for a service repair.

No Dial Tone

    1. Use a standard non-electric phone to test your N.I.D. (Network Interface Device). Do not use a cordless phone. The N.I.D. is the plastic box on the side of your home or on the power meter pole. This connects your inside phone wires to Pioneer’s line.
    2. Using a flat head screwdriver, open the box where it is labeled CUSTOMER ACCESS.

    1. Once you have the N.I.D. open, pull open the tab in the upper left corner.
    2. Plug the phone into the phone jack.

  1. Check for dial tone. If you have no dial tone, contact our Repair Department. If you do have dial tone, your trouble is inside. Check the following items:
    • Ensure all phones are hung up.
    • Unplug all electronic devices (answering machines, cordless phone, modem, caller ID box, etc.), and check to hear if your dial tone returns. If so, the issue is with one of your other devices.
    • Unplug all the phones in your home. Then, one at a time, plug each phone into the jack to check for dial tone. This may help identify whether one device is causing the issue.

If you find you still have no dial tone, the problem is in your wiring, a jack, or your phone. See NETPROTECT™ for more information or contact our Repairs Department.

Still encountering issues?

Call Pioneer Connect Repairs in Philomath at 541-929-1212 or in Waldport at 541-563-1212.

How to Sign Up for Online Bill Pay

SMARTHUB is here!

SmartHub lets you manage all aspects of your Pioneer Connect bill online or with your mobile device.

Creating a SmartHub account is quick and easy. With SmartHub you can:

  • View statements
  • Make payments
  • Setup Auto Pay
  • Report trouble
  • Communicate with Pioneer
  • Review payments applied to your account
  • Link multiple accounts
  • Sign up for paperless(e-bill)
  • Setup text and email notifications
  • Plus More!

Add your cell phone or email to get notified about things like:

  • Bill is available to view
  • Bill is due or past due
  • Credit/debit card about to expire

What Are All The Different Charges On My Bill For?

Federal Tax: This charge is levied by the Federal Government for the use of telecommunications services. Monies collected are passed onto the Internal Revenue Service.

Oregon Universal Service Surcharge: This charge is to ensure that basic telephone service is available in rural areas at a reasonable & affordable rate within Oregon. Monies collected are passed onto the Oregon Public Utility Commission.

Federal Universal Service Charge: This charge is to ensure that basic telephone service is available in rural areas at a reasonable & affordable rate throughout the United States. The FCC imposes this charge on local telephone companies.

FCC Access Charge: This charge is mandated by the Federal Communications Commission (FCC) for access to the Public Switched Network. It is to help cover a local telephone companies fixed costs of operating & maintaining the local telephone network.

Residential Service Protection Fund: This fee is used to provide telecommunications devices & relay services for Oregon residents with speech and/or hearing impairments. Monies collected are passed on to the Oregon Public Utilities Commission.

E-911 State Tax: This fee is assessed on behalf of the State of Oregon, to pay for 911 emergency dispatch services, regardless of whether a household has ever made a 911 call. Monies collected are passed onto the Oregon Department of Revenue.

For more detailed information, please visit the PUC

Can I pay over the phone?

ABSOLUTELY! You can make a one-time payment by calling our customer service team or through our Secure Pay By Phone system. We accept Visa, Mastercard, Discover, American Express and Bank Account.

CHANGES AFTER JULY 26, 2019

Our new Secure Pay system was designed to meet the Payment Card Industry Data Security Standard (PCI). PCI is a set of security standards that was created to protect consumers and their payment information across all platforms.

Pioneer Connect complies with these standards to keep our customers protected. Rest assured that your payments are always safe and secure.

You have two options to make payment by phone:

  1. Secure Pay By Phone automated system: make one-time payments or set up Auto Pay /Recurring payments
    • Dial 1-888-220-4308
  2. Customer Service: make a one-time payment using your credit/debit card or banking account. Customer Service will not be able to set up Auto Pay for you.
    • Dial 1-888-929-1014
    • When you reach the main menu, Press 2 for Customer Service.

User Guides

Commportal User Guide

Commportal User Guide

Download Guide

Accessing CommPortal

  1. Access https://commportal.pioneer.net from any web browser.
  2. You will be presented with a simple login box.
  3. In the Number field, enter your 10-digit telephone number (do not include dashes).
  4. In the Password field, enter your CommPortal Password.
  5. Click the Login button.

If you are using a public computer, do not check the “Remember me on this computer” check box. Always make sure you log out of CommPortal when you have finished.

Minimum requirements for password:

  • Between 8–20 characters
  • At least 1 number
  • At least 1 letter
  • AND at least 1 special character (such as @!#)
  • No more than 2 repeated letters/numbers/special characters in order within Password. For example: Rabbit1@ is permitted, but Rabbbit1@ or Rabbit111@ are not allowed
  • Password cannot be the same as Voicemail PIN
  • Passwords expire after 1 year

Home Screen

The home screen provides a way to quickly access several key features and provides you with a summary of your configured services.

Depending upon the services you subscribe to, your dashboard may have different tabs than what’s listed below. Available tabs:

  • Messages and Calls: View calls and retrieve any Voicemails
  • Contacts: Import your contacts from Outlook or create new contacts
  • Phone Status: Control your Call Manager settings
  • Your Services: Access a range of services available with your CommPortal account. For example: change your call, message, and notification settings, or set up a reminder call
  • Personal Details: Includes the name of your CommPortal account
  • Security: Change your password, Call Services PIN and Voicemail PIN
  • Support: Help, Send Feedback and Download apps that you’ve subscribed to. For example: Accession Communicator or CommPortal Desktop

Phone Status

Depending upon the services you subscribe to, your Phone Status options may have different tabs than those listed below.

  • Summary: Summary of how your services are configured
  • Forwarding: Forward calls to another number
  • Follow Me: Forward calls you receive to one or more alternate destinations
  • Screening: Configure the calls you accept or reject

Forwarding

The Forwarding tab allows you to forward all calls to another number and set conditions for call forwarding.

Additional Call Forwarding features include:

  • Immediately: Forward calls immediately to another number
  • Busy/No Answer: Forward calls if your phone line is busy or if you do not answer
  • Selected Callers: Forward calls immediately if they are from a list of selected callers you create
  • Forwarding Destinations: If you Call Forward to different numbers, organize your destinations by name rather than number (such as “cell phone” or “office line”). Configuring them as forwarding destinations makes your other services easier to use

Find Me, Follow Me

COMING SOON

You must subscribe to this feature to access this tab. Find Me, Follow Me allows you to be accessible even when away from your office or home phone. Calls are forwarded to a specified list of numbers that ring whenever your number is called. Each number is called in the order you specify (or, numbers can be rung simultaneously). Once one number has answered, it will stop ringing the other numbers. Example: Ring my office phone for 10 seconds, then ring BOTH my office phone and my mobile phone for 20 seconds.

If the call is unanswered, then the line’s usual behavior for an unanswered call will apply (such as sending to Voicemail).

Screening

You must subscribe to this feature to access this tab. In addition, only those call screening features to which you are subscribed will appear in the list within your CommPortal.

  • Selective Acceptance: Only accept calls from selected callers
  • Selective Rejection: Reject calls from selected callers
  • Anonymous Rejection: Reject calls from anonymous callers
  • Priority Call: Make calls ring distinctively from selected callers (so you never miss a call from those important to you)

Messages and Calls

The Messages and Calls page has a number of sections you can view and select by clicking on the tab: Messages, Faxes, Missed, Dialed, Received, Rejected, and Deleted.

Messages

Messages displays your new and stored voice messages, both those you have listened to and those unheard. Unheard messages are shown in bold. Messages older then 30 days will automatically be deleted.

NOTE: Once you have listened to messages within the web portal, the message indicator light on your phone will no longer be illuminated.

Listen to a message:

To listen to a message, click on the loudspeaker icon to the left of the message. This will cause a Voicemail player to pop up, which loads and plays the message for you. With this player, you can:

  • See when the message was received and how long it is
  • Pause, rewind and fast forward the message
  • Delete the message, or save it to your computer
  • Mute the player or change the volume
  • Close the player

Once the message is listened to, the player will mark it as “heard.”

Actions:

Click the down arrow by “Actions” to Reply, Mark as New, Mark as Heard, Forward as Email, or Forward as Voicemail.

  • Mark as Heard: If you would like to mark a message as “heard” without listening to it, click on the dropdown arrow next to Actions and select Mark as Heard
  • Mark as New: If you’ve listened to the message but would like to mark it as new or unheard, click on the dropdown arrow next to Actions and select Mark as New
  • Forward as Email: If you would like to forward a Voicemail to an email address, click on the dropdown arrow next to Actions and select Forward as Email. Enter the email address you’d like to send the Voicemail to and click Send
  • Forward as Voicemail: If you would like to forward the message to another Pioneer Voicemail box, click on the dropdown arrow next to Actions and select Forward as Voicemail. Enter the telephone number you’d like to forward the message to and click Send

Missed Calls

Displays the recent calls you have received and not answered.

Dialed Calls

Displays the recent outgoing calls you have made.

Received Calls

Shows the recent calls you have answered.

Rejected Calls

Displays calls that have been rejected.

Deleting a Message

To delete a voice message, click on the X to the right of the message. The message will be then moved to the Deleted box and will be accessible for 30 days. After 30 days, the message will automatically be deleted.

Faxes

COMING SOON

You must subscribe to this feature to access this tab. Allows you to use your home/business phone to receive faxes. This section displays any new or stored fax messages.

  • To view the fax: Click the Fax icon to the left of the phone number. A new browser window will appear to display the fax. If your browser is configured to block “pop ups,” you may receive an alert notifying you pop ups are not allowed and asking if you would like to allow pop ups from CommPortal. Select “yes”
  • To delete a fax: Click on the X to the right of the message. The message will be moved to the Deleted box and will remain for 30 days before automatically being deleted

From the Action dropdown arrow, you may select to Mark as Read, Forward as Email, or Forward as Fax.

 Contacts

The Contacts tab enables you to manage your contact information. In this tab, you can create new contacts (using recent call information, or creating new contacts from scratch), create groups of contacts, or import/export your contacts.

Add Caller to Contacts

To add the number of a recent caller (who may have left you a Voicemail, or is displayed under Dialed or Received Calls), follow these steps:

  1. Click on the number or name of the caller
  2. Select the Add to Contacts option
  3. Selecting Add to Contacts will lead you to the Contacts page. Enter the details for your new contact and click save. See the Contacts section for more information about using the Contacts page

Import Contacts from Outlook

The fastest way to add your contacts is to import them from your email program. The steps below reflect the process in Microsoft Outlook. Note that steps may vary slightly depending on the version of Outlook you use.

Import contacts from Outlook:

  1. Open Outlook and click on File tab
  2. Select Open and Export on the left side
  3. Select Import/Export
  4. Select Export to File, then click Next
  5. Select Comma Separated Values, then click Next
  6. Select Contacts from the folder tree, then click Next
  7. Save exported file as “Outlook Contacts,” and click OK. Save the file in a place you can easily access, such as Desktop or My Documents
  8. Click Next, then Finish
  9. Next, return to the CommPortal Contacts tab
  10. Click the Import button
  11. Choose the Action when contacts exists
  12. Click the Browse button and locate your “Outlook Contacts” file
  13. Click Import
  14. Your contacts are now in CommPortal

Your Services

The Your Services section allows you to view and configure settings for calling features you subscribe to, manage message settings, manage how you receive your Voicemail notifications, and set up reminders.

Call Settings

This screen allows you to customize how to handle Caller ID, Call Forwarding and Call Blocking (if subscribed).

  • General: This section allows you to customize your Caller ID as well as determine whether to display Caller ID for incoming calls, or withhold when making calls
  • Call Forwarding: This section allows you to have the system ask you for a forwarding number each time forwarding is turned on
  • Call Blocking: This section allows you to choose what type of phone numbers should be blocked. Call Blocking allows you to customize and restrict which types of calls can be made from your phone as well. (For example: International and Premium Rate Calls.) To set up, check the desired call type to block and click Apply

Message Settings

The Message Settings section enables you to receive Voicemail notifications via email, manage mailbox settings, customize how you are notified of a Voicemail, configure greetings and more. From Voicemail Greetings, you can personalize your greeting by recording an announcement (a microphone hooked up to or built into your computer is required).

General:

Choose to have Voicemails forwarded to an email address of your choice:

  • When a Voicemail is received, an email will be sent with a .wav file attachment of the message for you to listen to
  • If you would like the system to transcribe the Voicemail and include it in the email body, check the box reading “Transcribe Voicemails in your inbox”
  • Click Apply after changes have been made

NOTE: If “Leave original in inbox” is unchecked, Voicemail messages will be deleted from your Voicemail box once sent to email. They will only be delivered to the email address you’ve set up to forward messages to. This only occurs if you have set up your Voicemail to forward to email and do not want messages left on your Voicemail system.

Mailbox Access:

When dialing into the Voicemail system, there are several options you can enable to streamline quick access to your messages. You can enable the following options within CommPortal:

  • Skip Pin: Bypass inputting your PIN each time you log into the Voicemail system
  • Fast Login: Bypass the automated attendant’s directions
  • Auto-Play Voicemail: Automatically listen to messages after logging in without pressing additional keys
  • Voicemail Playback:
    • Details and Message: Announces the time, phone number that left message (if information is available), and playback of message
    • Message: Plays message only, without details of the call announced
    • Details: Announces details of the call without playing the message

Click Apply to save any changes you have made.

Voicemail Greeting:

Choose which greeting you would like to use: Personal, System with Name, System Number, or System Announcement Only.

  • To listen to your greeting, or record or upload a new greeting, click Edit
  • Under “More Options,” you can also set an additional greeting to let the caller know you’re on another call
  • Click Apply to save any changes you have made

NOTE: To utilize the record feature, you must have a microphone that is hooked up to or built into your computer.

Notifications

The Notifications tab allows you to set options for how you wish to receive notifications when a new message arrives for you.

Send Voicemail notifications to another phone number: Receive a notification of new Voicemail to a different phone number within Pioneer’s serving area. To enable this feature:

  • Select “New Entry”
  • Input the Pioneer telephone number you’d like the Voicemail notification to be sent to
  • Click Apply to save any changes you have made

Send Voicemail notifications to an email address: Get notification you have a Voicemail delivered to your email address of choice. You can choose whether you prefer an email sent each time you receive a message, or only when you receive a certain type of message (for example, an urgent Voicemail). You can send email notifications to multiple email addresses.

Select New Entry:

  • Input the email address you’d like notification sent to
  • Click Apply to save any changes you have made

NOTE: These options will only send notification that you have received a Voicemail. If you’d like the option to have the actual Voicemail message delivered to your email address to listen to, please see the Message Settings section.

Reminders

Reminders is a calling feature that allows you to create your own voice recording, used to remind you of something via a phone call. This can be a task to do, an event to remember, or even a wake-up call. Reminders will call your home phone at the time you decide. When a reminder is sent to your home phone and is answered, press (1) and your voice recording will play, reminding you of the task or event.

Reminder calls may be scheduled to occur either:

  • Once, at the time of your choice in the next 24 hours
  • Every week at the time and day of your choice
  • Every day at the time of your choice
  • Every weekday at the time of your choice

You may schedule multiple reminder calls, and these may be any combination of the above types.

NOTE: Reminders must be activated on your account for it to be listed as an option within CommPortal.

To add a new reminder, follow these steps:

  1. Select New Reminder
  2. Enter the Description of the reminder
  3. Select when you want the reminder call to occur from the dropdown list. You can either choose for it to happen once on a specified day, every weekday or every day
  4. Enter the time you would like the reminder to call
  5. Record a message if you wish
  6. Click Add
  7. Click Apply

Note: If no recording is made, you will still get a Reminder Call.

To delete a reminder, follow these steps:

  1. Click on the X icon to the right of the reminder in the list
  2. Click Apply

Alternatively, to delete all your reminder calls, follow these steps:

  1. Click Clear List
  2. Click Apply

Receiving Reminders:

Reminders will make four attempts to deliver the Reminder message to the telephone number linked to the reminder account. The Caller ID (if active) will display the telephone number on which Reminders are activated. When answered, the recipient is prompted to press (1) to hear the Reminder message. If the Reminder call is not answered or (1) is not pressed, a message is delivered to Voicemail informing that:

  • There was a missed Reminder
  • When the Reminder was originally scheduled for delivery
  • How many attempts were made to deliver the message
  • The recorded Reminder message, if applicable

Security

The Security sections allows you to change your Password, your Call Services PIN, and your Voicemail PIN.

PIN and Password Requirements

  • Voicemail PIN (dial into Voicemail)

CommPortal Account Password

Minimum requirements for password:

  • Between 8 and 20 characters
  • At least 1 number
  • At least 1 letter
  • At least 1 special character (such as @!#)
  • No more than 2 repeated letters/numbers/special characters in order within Password For example: Rabbit1@ is permitted, but Rabbbit1@ or Rabbit111@ are not allowed
  • Password cannot be the same as Voicemail PIN
  • Passwords expire after 1 year

Voicemail PIN

Minimum requirements for Voicemail PIN:

  • Between 6 and 20 numbers
  • No more than 2 repeated letters/numbers/special characters in order (for example, 122576 is okay, but 1222576 has too many repeated numbers)
  • Complete PIN cannot be sequential, forward or backward (for example, cannot be 123456 or 654321)
  • Cannot use your phone number or a portion of your phone number

Call Services PIN:

Minimum requirements for PIN:

    • 4 numbers
    • Cannot use phone number or portion of phone number

Logging Out and Help

When you are finished accessing your CommPortal, it is always best to log out of the web program.

To logout, click the down arrow in the upper right corner (by your name) and click Logout.

Should you have questions about a tab or the various features regarding CommPortal, click on the Help at the bottom of your browser under Support.

Easy Attendant User Guide

Easy Attendant

Download GuideEasy Attendant will provide your business with a convenient and virtual means to answer your business’ incoming telephone calls. Easy Attendant is an easy to use solution that combines advanced web and telephone features to create a professional caller interface for your busi­ness. For more complex applications, you may want to take advantage of Premium Attendant which is described in a separate guide.

Designing Your New Easy Attendant / Overview

Designing your new Easy Attendant involves deciding how you would like to present your business to your callers. What options would you like your callers to have? What greetings will they hear and who can they reach? Do you want callers to be able to reach your employees directly from the Easy Attendant by dialing an extension number? Do you want to present your callers with a different menu after hours or on holidays? Before setting up your Easy At­tendant through the web-based interface, we suggest you take a few minutes to read through this section on designing the best application for your business.

Caller Routing Options

As you design your application, you will need to understand the call routing options available to you. With these routing options you can:

Transfer to Phone – Transfers callers to a phone number that you program.

Transfer to Voicemail – Transfers callers directly to Voicemail to leave a message or to an information mailbox.

Dial-by-Extension – Allows callers to enter an extension number and be transferred to the phone line of their choice. Note that this feature requires Extensions to be set up as described in the next section.

Dial-by-Name – Allows callers to spell a name with their telephone keypad, hear the recorded name, and be transferred to the phone line of their choice. Note that this feature requires set up in the Extensions tab, as described in the next section.

Play Announcement – Plays an announcement to callers, then allows them to replay the information or return to the previous menu.

Business Group Extensions – The Business Group extensions feature allows you to provide Dial-by-Name and Dial-by-Extension options to your callers. When your Easy Attendant is part of a Business Group, all Business Group members will be pre-populated on the Extensions tab of your Easy Attendant. As lines are added or deleted from your Business Group, they will be automatically added and deleted from the Extensions list. However, you can click on any line to exclude it from your Easy Attendant’s Dial-by-Extension and Dial-by-Name menu.

The Extension is the number callers will enter to be routed directly to the employee or department of their choice. For more detailed information about managing extensions, see Step 5 (page 20): Manage Extensions.

Additional Extensions – To use additional extensions, you must define the set of extensions which callers can dial. For each extension, you must specify the extension number (a short number of your choice, such as 871), the extension’s name, and the phone number that your caller should be transferred to if they dial this extension.

Other Considerations

  • Put frequently used options first in the menu. This helps serve callers more quickly.
  • Speak slowly and distinctly, keeping options concise and direct for easy understanding by all callers.
  • Consider using a branding statement in your greeting as you welcome callers to your business.
  • Think about information your callers request frequently. Announcements are great for recording answers to commonly asked questions like business hours, mailing address, email address, fax number, driving directions, etc.
  • Avoid making your callers feel like they are in “Voicemail jail.” Where possible, offer a live attendant transfer option. Never transfer callers back to the number they’ve just called, which could route them back into the Easy Attendant if you can’t answer their call.
  • If your business needs multiple menus (sub-menus), you should consider using Premium Attendant, or you can link your Easy Attendant to another Easy Attendant.

Business Hours

You can take full advantage of this application’s capabilities by setting up Business Hours and Non-Business Hours schedules. The web-based Easy Attendant Schedule feature provides an easy and flexible way to configure and change greetings and menus.

The Business Hours and Non-Business-Hours schedules can vary from day to day or they can be the same every day. During the business day, the Business Hours greeting and menus will play. When you are closed, the Non-Business Hours greeting and menus will play. You may select open and close times in 15-minute increments.

Special Days

You may also define Special Days (Holidays). For each Special Day, the Non-Business Hours menu is automatically played throughout the year. These dates, which might be holidays, vacation days, or closed dates specific to your business, can be set several years in advance or selected as needed throughout each year.

You will have an option to add all Public Holidays and/or select dates as needed. You will find more detailed information about establishing Special Days in Step 1: Schedule.

Greetings

As mentioned in the Business Hours section, the Easy Attendant can use different greetings based on your defined schedule. These greetings provide instructions to callers on how to access the people and information they need from your business, whenever they call.

As noted before, you can have a Business Hours greeting and a Non-Business-Hours greeting, where the Non-Business Hours greeting can also be used for Special Days like holidays. You can also choose to use a single menu greeting that will be used at all times.

Your greetings should welcome your caller as well as provide instructions on the services available to them. Before you record your greetings, write down (or type up) what you would like the greetings to say. Based on what you have learned so far, consider the complete planned menu structure of your Easy Attendant as you script these greetings.

The Business Hours greeting will be played during normal business hours. The menu can use key presses 0 through 9, where 0 is normally reserved for Live Operator. During the recording of your initial greeting, you can instruct the caller to press # to hear the announcement again.

For example: “Thank you for calling ACME Corporation. For Technical Support, press 1; For Sales, press 2; For Product Information, press 3; For Marketing, press 4; For Help with Online Orders, press 5; For Directions to our office, press 6; or to speak with the Operator, press 0. To hear this message again, please press #.”

The Non-Business Hours greeting will be played outside of normal business hours. This greeting has its own menu selections separate from the Business Hours greeting.

For example: “Thank you for calling ACME Corporation. Our office is now closed. Our regular business hours are Monday through Friday, 8am to 5pm, excluding holidays. For Technical Support or Help with Online Orders, please call back during regular business hours. To leave a message for Sales, press 2; For Product Information, press 3; To leave a message for Marketing, press 4; For Directions to our office, press 6; For all other business, please call back during our regular business hours. To hear this message again, please press #.”

The Non-Business Hours greeting is also played on the Special Days you have defined for your business. This greeting plays for the 24 hours of the Special Day, in place of the Business Hours greeting and menus.

Announcements

Announcement recordings offer you the opportunity to record information frequently requested by your callers. This information could include information such as business hours, directions, mailing address, email address, fax, etc.

For example: “Our business hours are weekdays from 9am to 5pm, excluding holidays. We are located at 3 Free St, directly across from the park.”

Accessing Easy Attendant on the Web

  1. Access https://commportal.pioneer.net from any web browser.
  2. You will be presented with a simple login box (Figure 1).
  3. In the Phone Number field, enter your 10-digit Easy Attendant number (without dashes).
  4. In the Password field, enter your CommPortal Password. (See figure 5 on how to change password.)
  5. Click the Login button.

Figure 1 – Login Screen

Password Requirements 

  • Between 8 and 20 characters.
  • At least 1 number.
  • At least 1 letter.
  • AND at least 1 special character (such as @!#).

Note:

  • No more than 2 repeated letters/numbers/special characters in order within Password. For example: Rabbit1@ is okay, but Rabbbit1@ or Rabbit111@ are not allowed.
  • Password cannot be the same as Voicemail PIN.
  • Passwords expire after 1 year.

First Time Logging On

The first time you login, the application will ask if you want to offer your callers different options during Business Hours and Non-Business-Hours, or if you want to offer your callers the same options all of the time. This is just to get you started. You can always switch options later if your business needs change. Make a selection and click Continue (Figure 2).

Figure 2 – Menu Options

Once you have selected either Use a Schedule or Use a Simple Menu, you’ll see the Main Easy Attendant tab (Figure 3). If you have chosen to offer your callers different menus for Business Hours and Non-Business Hours, you will see a screen like the one shown on next page (Figure 3). From this tab you can go directly to Schedule, Business Hours Menu, Non-Business Hours Menu, and Extensions.

If you have chosen to offer your callers one menu at all times, you will see only one Easy Attendant Menu tab at the top of the screen, along with the Extensions tab.

Figure 3 – Easy Attendant Main Tab

Remember:

  • If you initially chose to offer your callers more than one menu, from the Main tab you can always choose to Switch to using a single menu using the link at the bottom of the screen (Figure 3). If you have already set up menus, the application will ask you which menu you want to use for your new menu.
  • If you initially chose to offer your callers only one menu, from the Main tab you can always choose to Switch to using a schedule using the link at the bottom of the screen (Figure 3). If you have already set up a menu, the application will ask you if this menu should be used for Business Hours or for Non-Business-Hours.

Setting Up A Forwarding Number

 When your Easy Attendant is turned off, callers will hear a system generated message stating that “this number is unreachable.” To ensure callers will not get this recording, you need to specify another number for the calls to be forwarded to.

  • Click on “this number is unreachable” in the Main tab and a pop-up box will allow you to enter a forwarding number (Figure 4). This will ensure, if your Auto Attendant gets turned off, callers will be directed to the number of choice.
  • Input the number you’d like calls to be forwarded to and click Apply.

You can’t turn your Easy Attendant ON until you create your menus and all required recordings are made.

Figure 4 – Forwarding Number

Securing Your Easy Attendant

For security reasons, you should immediately change your starter Password and starter PIN unless you provided us with what you would like. The Password is used to access your Easy Attendant online using the CommPortal. The PIN is used to access your Easy Attendant by telephone.

To change your Account Password:

  1. At the bottom of the page under Security, select Change Password.
  2. Enter your old password and your new password in the fields provided. Your password must be minimum of 8 characters long (see page 5 for password requirements).
  3. Confirm your new password by entering it again.
  4. Click Confirm.

Figure 5 – Change Password

To change your Voicemail PIN:

The Voicemail PIN will be used if you need to change greetings/announcements using a telephone rather than on the computer using a microphone.

  1. At the bottom of the webpage, under Security, select Change Voicemail PIN.
  2. Enter your old PIN and your new PIN in the fields provided. Your PIN must be between 6 and 20 numbers/characters.
  3. Click Confirm.

Setting Up Your Easy Attendant

Once you have completed the design process described under “Designing Your New Easy Attendant Application,” we recommend that you set up your application following the five easy steps: Schedule, Business Hours, Non-Business-Hours, Record Greetings, and Manage Extensions.

Key Functions

For each key, with the exception of the 0 key, you can choose from the list below. Key 0 can only be used for “Transfer to Phone.” For example, to speak to a live representative.

Unassigned – Your callers will be informed that it is an invalid extension should they press this key.

Transfer to Phone – Places an out dial to the phone number you enter. You can select from a dropdown menu of your Business Group phones or type a number. Remember to enter the number the way you would dial it from your Business Group. For example, if you must dial 9 to complete an outside call, be sure to include the 9 here. If transferring to a long distance number, add a “1” to the beginning as if you were dialing the number. Long distance charges do apply when transferring to a long distance number. Choose this option if you have another Auto Attendant you’d like to transfer to.

Transfer to Voicemail – Transfers callers to another Voicemail box on the system. You can select mailboxes in your business group from a dropdown menu or enter the 10-digit mailbox number. You cannot transfer directly to another Auto Attendant with this option. If you do not already have Voicemail boxes, please contact Pioneer to add Voicemail boxes to your account.

Dial-by-Extension – Transfers callers to the phone line of their choice. If you offer this option to callers, you must also:

  1. Go to the Extensions tab and define the extensions your callers can dial (see Step 5 Manage Extensions).
  2. Include appropriate instructions to your callers in your greeting directing them how to use this option. For example: “If you know your party’s extension, press 4 then dial the 3-digit extension number, followed by the pound key.”

Dial-by-Name – Allows callers to reach their party by entering a name. If you offer this option to callers, you must also:

  1. Go to the Extensions tab and define the names your callers can dial. A recorded name is also required for each person you wish to be reached by Dial-by-Name (see Step 5 Manage Extensions).
  2. Include appropriate instructions to your callers in your greeting directing them how to use this option. For example: “If you know the name of the person you want to reach, press 5 and enter the first few letters of their first name.”

Announcement – Plays the information that you have recorded and then prompts your caller to replay it or return to the previous menu. No Voicemail message option is offered (this is useful for store hours, product information, directions, etc.).

  1. Record the greeting for this menu now or you can wait until you have completed configuration of all menus and make all recordings as described in Step 4. To record the Business Hours Greeting now, click on the red record link on the right side of the screen. Also, if you have selected Play Announcement for any key press, be sure to click and record those as well.
  2. When you have finished, click Apply to save your menu.

Caution:

If you do not record your greeting and announcements at this point, you can always record them later either by using your computer microphone or by calling into the Voicemail system and following the prompts. Until all recordings are completed, you cannot turn your Easy Attendant on.

STEP 1: Schedule Business Hours

If you DO NOT want to offer your callers different options during Business Hours and Non-Business Hours, skip Steps 1 and 2 and go to Step 3 to set up your Single Easy Attendant menu.

If you DO want to offer your callers different options during Business Hours and Non-Business Hours, follow these instructions from the Easy Attendant main tab:

  1. Click the Schedule (Configure your business hours) Icon on the Main Screen.

Figure 6 – Configure Schedule

  1. Click on the first link “An example schedule that you can customize (recommended – Figure 5).” The system will display a default Business Hours schedule of 9am to 5pm (Figure 6).
  2. To change the default hours, click a cell to toggle boxes, or drag blue boxes for Business Hours or white boxes for Non-Business Hours to choose the hours you will be open for each day of the week. Click Zoom In to select times in 15-minute increments.

Figure 7 – Set a Schedule

If you want to designate Special Days (like holidays or vacations), click the green calendar icon on the right side of the screen.

  1. Using the monthly calendars displayed, click on the dates you want to select for your Special Days (Figure 7). If you change your mind, click on the date again to unselect it. You can add all public holidays by clicking on the Add Public Holidays button then select the region you’d like to use. Use the arrows underneath the calendars to move forward and backward to different months.

Figure 8 – Select Special Days and Holidays

  1. When you have finished defining your Business Hours and any Special Days, click the OK button in the lower right corner of the Schedule page.
  2. Once complete, click Apply.
  3. Select Business Hours Menu tab at the top (Figure 9).
  4. Assign functions to each key on the caller’s phone. Refer to Key Functions to decide what option(s) you want to provide customers.
  5. Record Initial Greeting. See Step 4 to record now or later.
  6. Record any Announcements you’ve assigned to your function keys. See Step 4 to record now or later.
  7. Click Apply. If you choose to record the Initial Greeting and/or Announcements later, you will receive a message that your recordings aren’t done, and you will be unable to turn on Easy Attendant until this is complete. Click OK and refer to Step 4 when you’re ready to make recordings.

If transferring to a long distance number, long distance charges do apply.

Caution:

The Non-Business-Hours greeting is played when the Business Hours greeting is not in effect. If you set up Business Hours and do not record a Non-Business-Hours greeting, you cannot turn your Easy Attendant ON.

Figure 9 – Create a Business Hours Menu

STEP 2: Schedule Non-Business Hours Menu

If you have NOT defined a schedule in Step 1 and will play the same menu to callers at all times, go to Step 3.

  1. Click the Schedule (Configure your Business Hours) Icon on the Main Screen or select the Non-Business Hours Menu tab at the top of the screen (Figure 10).
  2. To change the default hours, click a cell to toggle boxes, or drag blue boxes for Business Hours or white boxes for Non-Business Hours to choose the hours you will be open for each day of the week. Click Zoom In to select times in 15-minute increments. See Figure 6 – Set a Schedule.
  3. If you want to designate Special Days (like holidays or vacations), click the green calendar icon on the right side of the screen.
    1. Using the monthly calendars displayed, click on the dates you want to select for your Special Days (Figure 7). If you change your mind, click on the date again to unselect it. You can add all public holidays by clicking on the Add Public Holidays button, then select the region you’d like to use. Use the arrows underneath the calendars to move forward and backward to different months. See Figure 7 – Select Special Days and Holidays.
    2. When you have finished defining your Business Hours and any Special Days, click the OK button in the lower right corner of the Schedule page.
  4. Once complete, click Apply.
  5. Select Business Hours Menu tab at the top.
  6. Assign functions to each key on the caller’s phone. Refer to Key Functions to decide what option(s) you want to provide customers.
  7. Record Initial Greeting. You can choose to record your initial greeting now using a microphone on your computer, or you can record using your phone following Step 4 instructions.
  8. Record any Announcements you’ve assigned to your function keys. You can choose to record your initial greeting now using a microphone on your computer or you can record using your phone, following Step 4 instructions.
  9. Click Apply. If you chose to record Initial Greeting or Announcements later, you will receive a message that your recordings aren’t done, and you will be unable to turn on Easy Attendant until this is complete. This will be to the right of the screen under Record Initial Greeting. Click OK.

If transferring to a long distance number, long distance charges do apply.

Figure 10 – Non-Business Hours Menu

STEP 3: Set Up Single Menu Option

  1. Click the Easy Attendant Menu (Configure the menu your callers will hear) Icon on the Main Screen

Figure 11 – Configure Your Menu

  1. Assign functions to each key on the caller’s phone. Refer to Key Functions to decide what option(s) you want to provide customers.
  2. Record Initial Greeting. You can choose to record your initial greeting now using a microphone on your computer, or you can record using your phone following Step 4 instructions.
  3. Record any Announcements you’ve assigned to your function keys. You can choose to record your initial greeting now using a microphone on your computer, or you can record using your phone following Step 4 instructions.
  4. Click Apply. If you chose to record Initial Greeting or Announcements later, you will receive a message that your recordings aren’t done, and you will be unable to turn on Easy Attendant until this is complete. This will be to the right of the screen under Record Initial Greeting. Click OK.

If transferring to a long distance number, long distance charges do apply.

Figure 12 – Create an Easy Attendant Menu

STEP 4: Record your Greetings

There are two methods available for recording your greetings:

  • Click to record from the web-based CommPortal (if your computer has a microphone)
  • Record using telephone (see Record greetings and announcements by phone)

Note:  When recording your initial greeting, you can instruct the callers to Press # if they’d like the greeting repeated.

Figure 13 – Recording, Stopping, Listening to and Uploading Announcement

To Record Greetings and Announcements from the CommPortal:

  1. Click on a Menu tab to display the menu you would like to record (Business Hours Menu, Non-Business-Hours Menu, or Easy Attendant Menu).
  2. Click on the red record link to the right of each menu (Figures 9 & 10) or click on Upload Announcement if you have already created a .wav file announcement/greeting.
  3. When you click the record link, you will see a pop-up box. When you are ready to record, click the round red record button to begin (Figure 12).
  4. During recording, you will see sound level indicators. You may need to adjust the sound level on your microphone and start your recording again (Figure 12).
  5. When you have completed your recording, press the square red stop button.
  6. Listen to your recording for volume and accuracy by pressing the blue play arrow (Figure 12). To accept the recording, press the Add button. If you are not happy with your message, then record a new message by pressing the record button again. This will overwrite your previous message.
  7. Repeat this process to record all menu greetings and announcements.

To Record Greetings and Announcements by Phone:

  1. Assign all functions to each key in the Easy Attendant Menu (Steps 1–3).
  2. From telephone, dial 541-(Your Prefix)-1222.
    1. Enter the 10-digit number for your Easy Attendant plus (#).
    2. Enter your PIN plus (#).
  3. Press (1) to change your Easy Attendant configuration. If you are setting up Easy Attendant for the first time, the system will tell you:
    1. Your Easy Attendant is off.
    2. Your current schedule (Business or Non-Business), if you are using a Schedule.
    3. The number of announcements you need to record.

Note: If you have previously set up and turned on your Easy Attendant, the system will tell you that your Easy Attendant is on. If you are using a Schedule, it will tell you the current schedule.

  1. If you are setting up Easy Attendant for the first time, do not turn your Easy Attendant on until you have completed all your recordings. Choose one of the following to create or change recordings:
    1. To edit announcements for your Easy Attendant Menu, press (2).
    2. To edit announcements for Business Hours press (2).
    3. To edit announcements for Non-Business Hours press (3).
  2. The system will tell you any key press options that require recordings. If you are setting up Easy Attendant for the first time, it will also tell you that you need to record your initial greeting. Record your initial greeting first (this is the greeting callers will hear instructing them what keys to press):
    1. Press (#) to record your initial greeting.
    2. When finished recording press (#).
    3. To save the recording as is press (1).
    4. To re-record press (2).
    5. To exit press (3).
    6. To continue recording press (4).
  3. Once you have recorded your initial greeting, record any announcements needed for your key press options. The system will again tell you which key press options need recordings. Press a key to record the announcement for it. When finished, press (#).
    1. To save the recording as is press (1).
    2. To re-record press (2).
    3. To exit press (3).
    4. To continue recording press (4).
  4. When you have finished all of your recordings, you can turn your Easy Attendant ON. In the Easy Attendant configuration menu, press 1 to turn your application ON. Or you may login to your Easy Attendant through the CommPortal to turn it on.

The next time you log into your Easy Attendant on CommPortal, you will see a green listen/change link next to each recording you have made. By clicking on these links, you can hear your recordings through your computer’s speakers and can re-record them using your computer’s microphone.

STEP 5: Manage Extensions

Skip this step if no extensions will be used.

The Extensions tab provides a list of all lines/extensions in your Business Group. Initially, all extensions in your Business Group are automatically “included” for use with Dial-by-Name and Dial-by-Extension within your Easy Attendant. However, you can easily select lines to be excluded. In addition, you can change the default for your Business Group so that new lines are not automatically included. If you chose this option in CommPortal, once new lines are working, you can log into your Easy Attendant and select which lines to include.

When a line is “included,” it is shown in bold type in the Extensions tab. When a line is excluded, it is shown in plain type. You can easily include or exclude a line at any time, as the needs of your business change. Simply click on the box to the left of an extension then click on either Mark as Included or Mark as Excluded at the bottom of the screen.

Dial-by-Name and Dial-by-Extension features can be used by your callers only if you offer that option in your Easy Attendant menus (Figure 13). For Dial-by-Extension, your callers will simply enter the extension number of the party they are trying to reach (typically 3 or 4 digits), followed by the pound (#) key.

Figure 14 – Including/Excluding Extensions

When your callers select Dial-by-Name, they will be prompted to “spell’ the name of the person they are trying to reach using the dial pad. However, for a name to be included in the Dial-by-Name search, one additional step is required.

For every line you want to include in Dial-by-Name, a spoken name must be recorded. Normally, users in your Business Group will record their name as part of individual mailbox set up. If a name has not been recorded yet, you will see a red record link on the right side of the extension list. You have the option to record this name yourself by using the record link or you can ask each user to complete their mailbox set up and record their name. You also have the option to override a user’s recorded name. This override recording will be used only in the Easy Attendant Dial-by-Name application and will not replace the recording in a Voicemail mailbox.

Caution:

  • Spelling accuracy and a complete list of extensions are important in keeping the Dial-by-Name and Dial-by-Extension features useful for your callers. As people enter or leave your company, simply log onto the CommPortal to review your extensions for completeness and accuracy. If you need spelling corrected, contact your Business Group Administrator.
  • The Dial-by-Name option begins with the first name. If you offer Dial-by-Name, remember to tell your callers that they can reach employees “by spelling their name with the telephone keypad, beginning with their first name.”
  • If you offer the Dial-by-Extension option, remember to tell your callers to press the programmed key, followed by the extension number. For example, “If you know your party’s 3-digit extension number, press 4 followed by that 3-digit extension number, then press (#).”

You can also set up Additional Extensions for numbers outside your Business Group that you’d like your callers to reach using Dial-by-Name and/or Dial-by-Extension. For each entry, you must choose an extension number that is 1 to 7 digits long and enter the phone number that callers should be transferred to.

These extensions must be different from any “internal” extension numbers you may use for dialing colleagues within your Business Group. Enter the telephone number the way you would dial it from your business group (e.g. 9 555-6789). If you are using Dial-by-Name, you must also record a name for each person you wish to be contacted.

To Configure Additional Extensions:

  1. Click on the Additional Extensions link at the top of the Extensions page.
  2. Click on the Add Extension button (Figure 14).
  3. Enter the extension number, name, and telephone number.
  4. Record or upload a spoken name for this additional extension for use with Dial-by-Name.
  5. When done, click Add to include this extension in your Easy Attendant application.

Figure 15 – Add Extensions

Congratulations! You have successfully set up your Easy Attendant.

Figure 16 – Logging Out

Turning Your Easy Attendant ON/OFF

To turn your Easy Attendant on or off, navigate to the Main tab at the top of the Easy Attendant page, and click on the button labeled Turn ON or Turn OFF (Figure 15).

When your Easy Attendant is turned off, callers will either be played an announcement telling them that the number is unreachable, or all calls will be forwarded to a number of your choice (Figure 4). Many users will leave their Easy Attendant turned on all of the time, but depending upon how Easy Attendant has been deployed you may, for example, wish to turn Easy Attendant off during the day and forward your callers directly to a live receptionist.

Figure 17 – Turning Easy Attendant on/off

To Turn On/Off Easy Attendant by Phone:

  1. From telephone, dial 541-(Your Prefix)-1222.
  2. Enter the 10-digit number for your Easy Attendant plus (#).
  3. Enter your PIN plus (#).
  4. Press (1) to change your Easy Attendant configuration.
  5. Press (1) to turn off/on Easy Attendant.

Switching From Schedule Mode to Single Menu Mode

In schedule mode, you have two separate menus: one for use during Business Hours and one for use during Non-Business Hours. Switching to single menu mode will cause one of these menus to be permanently deleted (you can choose which one you wish to keep). Switching to single menu mode will also permanently delete any business hours schedule you have configured. If you subsequently wish to return to schedule mode, you will need to set these up again.

  1. Navigate to the Main tab at the top of the Easy Attendant page (Figure 16).
  2. You may wish to turn Easy Attendant off, and optionally forward callers to an alternative number while you carry out the rest of this procedure.
  3. Click on the “Switch to using a single menu” link.
  4. If you had previously set up both your Business Hours menu and your Non-Business Hours menu, you will be asked which one you wish to keep. The other menu is permanently deleted.

Figure 18 – Switching to Single Mode

Accessing Your Voicemail

To Set Your Voicemail by Phone:

IMPORTANT: If your mailbox has been given a temporary PIN#, we recommend you change this immediately. Follow steps 1–9 below to set up your Voicemail for the first time.

  1. Dial the Voicemail access number: 541-(Your Prefix)-1222.
  2. Enter Telephone Number plus (#).
  3. Enter PIN followed by (#).
  4. Press (3) to Work with Greetings.
  5. Press (1) to Set Up Personal Greeting.
  6. Record your Personal Greeting.
  7. Press (#) when done.
  8. Press (1) to approve.
  9. Press (*) to exit to Main Menu.

To Access your Voicemail by Phone:

  1. From telephone, dial 541-(Your Prefix)-1222.
  2. Enter the 10-digit number for your mailbox plus (#).
  3. Enter your PIN plus (#).
  4. Follow the voice prompts and then press the keys on your phone to select which option you would like.

To Access Your Voicemail by CommPortal (Web Access):

  1. Access https://www.commportal.pioneer.net from any web browser.
  2. You will be presented with a simple login box.
  3. In the Phone Number field, enter your 10-digit Voicemail box number (without dashes).
  4. In the Password field, enter your CommPortal Password.
  5. Click the Login button.

Calling Features & Instructions

Call Forwarding

Call forwarding - all

CALL FORWARDING – ALL

Going out of town and want to send your calls to another number? This feature redirects ALL calls to another phone number of your choosing.

To Activate

  1. Press (*72)
  2. Listen for dial tone and dial the number you wish your calls to be forwarded to.
  3. Listen for confirmation beeps and hang up.

To Cancel

  1. Press: (*73)
  2. Listen for confirmation beeps and hang up.

Notes:

  • Calls forwarded to long distance phone numbers will be charged to you. You must have a long distance carrier. Click here to learn about Pioneer’s long distance plan options.
  • To change the number to which your calls will be forwarded, you must cancel Call Forwarding, then repeat procedures to activate.

Call forwarding - busy

CALL FORWARDING – BUSY

This feature sends incoming calls to another number when the line is busy.

To Activate

  1. Press (*90)
  2. Listen for dial tone and dial the number you wish your calls to be forwarded to.
  3. Listen for confirmation beeps and hang up.

To Cancel

  1. Press (*91)
  2. Listen for confirmation beeps and hang up.

Notes:

  • Calls forwarded to long distance phone numbers will be charged to you. You must have a long distance carrier. Click here to learn about Pioneer’s long distance plan options.
  • To change the number to which your calls will be forwarded, you must cancel Call Forwarding, then repeat procedures to activate.

Call forwarding - Ring Count

CALL FORWARDING – RING COUNT

This feature will forward your calls to another number after a predetermined number of rings. (For example, send calls to your cell phone if your home phone has rung more than four times.)

To Activate

  1. Press (*92)
  2. Listen for dial tone and dial the number you wish your calls to be forwarded to.
  3. Listen for confirmation beeps and hang up.

To Cancel

  1. Press (*93)
  2. Listen for confirmation beeps and hang up.

Notes:

  • Calls forwarded to long distance phone numbers will be charged to you. You must have a long distance carrier. Click here to learn about Pioneer’s long distance plan options.
  • To change the number to which your calls will be forwarded, you must cancel Call Forwarding, then repeat procedures to activate.
  • The default number of rings is 4; however, this can be changed by contacting Pioneer.

Remote Call forwarding

REMOTE CALL FORWARDING

Not at home, but need to turn Call Forwarding on or off? This feature allows you to activate and deactivate Call Forwarding from another location.

To Activate

  1. Dial the remote activation access number (541 + your prefix + 1233, i.e. 541-929-1233).
  2. When prompted, enter your 10-digit phone number followed by (#).
  3. Enter personal identification number followed by (#). (See note a. below)
  4. You will be prompted to enter an Access Code. After you hear a steady dial tone, enter (*72) to forward ALL calls to another number. You will hear a series of confirmation beeps.
  5. Immediately dial the number you wish your calls to be forwarded to. You will hear a series of confirmation beeps and the system will automatically hang up.

To Cancel

  1. Dial the remote activation access number (541 + your prefix + 1233, i.e. 541-929-1233).
  2. When prompted, enter your 10-digit phone number followed by (#).
  3. Enter personal identification number followed by (#).
  4. When prompted to enter an Access Code, press (*73) to deactivate Call Forwarding. You will hear a series of confirmation beeps and the system will automatically hang up.

Notes:

  • Prior to using Remote Activation for the first time, you must call Pioneer and choose a Personal Identification Number (PIN) to use when activating this service.
  • Calls forwarded to long distance phone numbers will be charged to you.

Selective Call forwarding

SELECTIVE CALL FORWARDING

Want to make sure certain callers always get to you? This feature allows you to forward callers to another number from a list you’ve created of up to ten phone numbers.

To Activate and/or Create List

  1. Press: (*63) and listen for the prompts.
  2. To turn on/off Selective Call Forwarding: Press (3)
  3. Dial the phone number you want the specific numbers to be forwarded to, followed by: (#)
  4. Confirm the phone number the calls will be transferred to.
    1. To confirm Press (1)
    2. To change Press (0)
  5. To turn on and add a phone number you want forwarded: Press (#)
  6. Dial the phone number you want forwarded, followed by (#)

Additional Prompts:

  1. To turn on/off Selective Call Forwarding: Press (3)
  2. To add a number to your list: Press (#)
  3. To delete a number from your list: Press (*)
  4. To delete ALL numbers from your list: Press (* 0 8 *)
  5. To review the numbers on your list: Press (1)
  6. To repeat instructions: Press (0)

Notes: Maximum number of phone numbers on your Selective Call Forwarding list is 10.

Market Expansion

MARKET EXPANSION

A Market Expansion Line allows you to have a Pioneer phone number and forward incoming calls to another number of your choice. Contact a Customer Service Representative at 541-929-3135 (Philomath) or 541-563-3135 (Waldport) for pricing.

Notes: If the phone number you are forwarding to is long distance, long distance charges will apply.

Call Waiting & ID

Call Trace

CALL TRACE

This feature allows you to trace the source of unwanted calls (such as obscene, threatening, or harassing calls). You may be charged $1.00 each time this feature is used. This information can only be given to the police for follow up.

To Activate

  1. Press (*57), listen for the announcement. (If using a rotary phone, dial 1157)
  2. Record the date and time you activated the Call Trace. This will be used to obtain the Call Trace information.
  3. Please call Pioneer as soon as possible when you’ve activated Call Trace, as a signed authorization form will be necessary.
  4. Call your local police department to file a report. The police department must contact Pioneer in writing with the case number, date, and time of the call(s) and request for the trace.

Notes:

  • It is important that you activate Call Trace immediately after the offending call. If you delay taking action and receive a subsequent incoming call, Call Trace will not trace the correct number.
  • If a Call Waiting tone is received during a call that is to be traced, tracing will occur on the Call Waiting call rather than the original calling number.
  • Traced numbers will only be released to the police.
  • Not all calls can be traced to their origin.

Caller ID

CALLER ID

Caller ID reveals who is calling before you answer the phone.

Included with Caller ID: Calling Name, Number Delivery, Anonymous Call Rejection and a Caller ID Unit

Once your Caller ID service is activated, just follow the instructions that are included with your display unit to install and operate.

Calls marked “PRIVATE” or “ANONYMOUS” are from callers who have chosen to block delivery of their name and number or live in an area that does not support the Caller ID service.

Call Waiting

CALL WAITING

Call waiting informs you if someone is trying to call while you’re on another call.

To Use

  1. To END an existing call and answer a waiting call, hang up, then allow the phone to ring and answer it.
  2. To HOLD an existing call and answer a waiting call, depress receiver button or flash key.
  3. To ALTERNATE between calls, depress receiver button or flash key.
  4. To DISCONNECT calls, hang up.

To Cancel

  1. Press (*70). Listen for confirmation beeps and a steady dial tone.
  2. Dial desired phone number.
  3. Call Waiting is automatically restored when you hang up.

To Cancel Call Waiting during a call (Three-Way Calling feature is required.)

  1. Depress receiver button or flash key, then listen for confirmation beeps and a steady dial tone.
  2. Press: (*70). Listen for confirmation beeps.
  3. Wait for automatic reconnection to existing call.

Notes:

  • When Cancel Call Waiting is activated, callers will hear a busy signal.
  • Cancel Call Waiting works on a per call basis.

Call Waiting For Caller ID

CALL WAITING With CALLER ID

Call waiting with caller ID allows you to see who is trying to reach you while you’re on another call.

Notes:

  • Caller ID may not work on all calls or from all areas.
  • To have Call Waiting for Caller ID, you must subscribe to both Call Waiting and Caller ID for this feature to work.

Last Call Return

LAST CALL RETURN

Automatically dials back the last incoming call.

To use Last Call Return

  1. Press (*69)
  2. Listen for an announcement that will tell you the number of the party who last called or notify you that it is a private caller.

If you wish to return the call and the announcement gave you the caller’s number

  1. Press (1)
  2. Listen for ringing.
  3. Wait for answer.

If you do not wish to return the call hang up.

If the line is busy

  1. Listen for an announcement telling you the number is busy.
  2. Hang up.
  3. You will hear a short-short-long ring when the line is free.
  4. Your call will automatically be made when you lift the handset.

To cancel Last Call Return

  1. Press: (*89)
  2. Listen for tone or announcement.

Notes:

  • There is no time limit for returning the last incoming call.
  • The number you are trying to reach must be in an area served by Last Call Return or you will hear a recording advising you that the call cannot be made.
  • After a call during which you heard a Call Waiting tone, you can use Last Call Return to return a call to the party that was calling you.
  • Calls marked “PRIVATE” or “ANONYMOUS” are from callers who have chosen to block delivery of their name and number or live in an area that does not support the Last Call Return service.

Call Blocking

privacy Defender

PRIVACY DEFENDER

Privacy Defender allows you to control incoming calls, with the ability to screen and reject unwanted calls such as telemarketers.

Privacy Defender comes with two features. Once the feature is activated on your account, Telemarketer Call Screening is automatically enabled. If you would like to turn on Anonymous Call Screening this must be activated by you on the phone that has Privacy Defender. Click here for more detailed information

To Activate

  1. Dial: 541-(your prefix)-1248
  2. Step 2: Listen for the Prompts:
    1. To turn on/off screen features: Press (1)
    2. To turn on Anonymous Call Screening: Press (1)
    3. To turn off Telemarketer Call Screening: Press (2)

When Telemarketer Call Screening is turned on, ALL callers will have to press (8) to have their call go through unless you have placed them on the permitted call list.

Additional Prompts

  1. To turn on/off screening features: Press (1)
  2. To create/change bypass code: Press (2)
  3. To change your language: Press (3)
  4. To manage screening list: Press (4)
  5. Add last call to screening list: Press (5)
    1. To turn list on/off: Press (1)
    2. Manage Permitted List: Press (2)
    3. Manage Restricted List: Press (3)
    4. Exit: Press (9)
    5. To exit: Press (9)

Notes:

  • Add callers to Managed Permitted List that you want to bypass the call screening functionality.
  • To have preferred callers who withhold their phone number bypass the recording of their name, provide them with your bypass code. When they call you, they will need to Press * + bypass code when the automated message begins.
  • If you have Anonymous Call Rejection, Privacy Defender Anonymous Call Screening will not work. If you’d like to utilize this Privacy Defender service, please contact a Customer Service Representative to remove or turn off Anonymous Call Rejection.
  • If you have Anonymous Call Screening turned on, Privacy Defender does not forward immediately to Voicemail causing the caller to not hear the first 30 seconds of your Voicemail greeting.
  • Privacy Defender may not work well with Teen Lines or the Accession App.
  • Privacy Defender does not work with DID numbers.
  • When Telemarketer Call Screening is turned on, all callers will have to press (8) to have their call go through unless you have placed them on the permitted call list.

robocall blocking

ROBOCALL BLOCKING

Robocall Blocking is a FREE service to our customers and it helps to automatically prevent unwanted robocalls so they won’t reach your phone.

What is robocalling?

A robocall is a call originated by a computerized autodialer that plays a pre-recorded message to the called party if or when they answer. Although companies may use autodialers to initiate a call, they only connecting to a bank of waiting agents if or when you answer the call. The Robocall Blocking Service is designed to block the majority of all these types of unwanted calls.

What types of calls are blocked?

Robocall Blocking prevents both unwanted calls (such as political campaigns, advertising, charities) as well as fraudulent calls (such as IRS or Windows Support scams).

How does it work?

Unlike other features that only reject calls from a specific set of callers that you select, Robocall Blocking validates the calling number against huge national databases of unwanted callers. Those databases change dynamically, with new numbers being added constantly. This allows you continue blocking unwanted calls without adding new numbers to a list yourself.

Are all unwanted calls blocked?

Robocall Blocking does not guarantee to block 100% of unwanted calls, but it will significantly reduce the number of robocalls that manage to get through.

Will it block all calls I do want to receive?

Robocall Blocking uses highly intelligent algorithms to determine what calls to block. In particular, it is carefully designed not to block calls from high volume callers that you still need to receive, such as mass announcements from schools to announce snow closures, or from hospitals to confirm appointments.

What happens when a call is blocked?

If a call is rejected, a short rejection announcement is played to the caller, “We’re sorry. The party you have dialed is not accepting calls at this time.” If you also have Voicemail, the caller will then be sent to your Voicemail. This is a precaution in the unlikely event a genuine caller has been misidentified as unwanted. The caller will have the opportunity to leave a message. In a typical case of an automated robocall, no message will be left.

How can I sign up?

Call a customer service team member today!

Call rejection

SELECTIVE CALL REJECTION

Selective Call Rejection blocks calls from a list of phone numbers you create from which you do not wish to receive calls. This feature will inform the person or company you have added to the rejection list that you are not accepting calls from them.

To Activate and/or Create List

  1. Press (*60) and listen for the prompts.
  2. To turn on/off Selective Call Rejection: Press (3)
  3. Follow prompts

Additional prompts:

  1. To reject the last incoming call: Press (# 0 1 #)
  2. To turn on/off Call Rejection: Press (3)
  3. To add a number to your list: Press (#)
  4. To delete a number from your list: Press (*)
  5. To delete ALL numbers from your list: Press (* 0 8 *)
  6. To review the numbers on your list: Press (1)
  7. To repeat instructions: Press (0)

Notes: Maximum number of phone numbers on your Selective Call Rejection list is 16.

line blocking

LINE BLOCKING

Line blocking will prevent your name and number from appearing on Caller ID for ALL calls you make. There is no charge for this feature.

To Activate

  1. Contact Pioneer. Once ordered, Line Blocking is always on until you cancel it.

To Cancel

  1. Press (*82)
  2. Listen for confirmation beeps and dial the number you wish to call.
  3. Line Blocking is automatically restored when you hang up.

Notes:

  • Calls to 911 and toll-free numbers cannot be blocked.
  • People you’re calling may choose to reject calls from anyone using a line blocking service.

Per Call Line Blocking

Per call LINE BLOCKING

Per line call blocking allows you to prevent your name and number from appearing on Caller ID on a per-call basis. There is no charge for this feature.

To Activate

  1. Press (*67)
  2. Listen for confirmation beeps and dial the number you wish to call.

Notes:

  • Calls to 911 and toll-free numbers cannot be blocked.
  • People you’re calling may choose to reject calls from anyone using a line blocking service.

Selective Call Acceptance

SELECTIVE CALL ACCEPTANCE

This feature permits you to limit the calls you accept to a list you have created of up to twelve numbers.

To Activate

  1. Step 1: Press (*64) and listen for the prompts.
  2. Step 2: To turn on/off Selective Call Acceptance: Press (3)
  3. Step 3: Follow prompts

Additional Prompts:

  1. To turn on/off Selective Call Acceptance: Press (3)
  2. To add a number to your list: Press (#)
  3. To delete a number from your list: Press (*)
  4. To delete ALL numbers from your list: Press (* 0 8 *)
  5. To review the numbers on your list: Press (1)
  6. To repeat instructions: Press (0)

Notes:  Maximum number of phone numbers on your Selective Call Acceptance list is 12.

Voicemail

Initial Set Up

The first time you log in to your mailbox from the phone number that has the VoiceMail Feature, you will receive a self-guided tutorial that will help you through the set up process. Here you will choose your PIN, record your greeting and your name. The greeting and recorded name are played each time a caller accesses your mailbox to leave a message. You can also end the setup process at any point by ending the call. If you do so, you are asked to complete the remaining setup steps the next time you enter your mailbox.

Initial set up MUST BE DONE FROM phone THAT HAS VOICEMAIL FEATURE.

Step 1: Dial the VoiceMail access number: 541-(Your Prefix)-1222 or Press (*95).

Step 2: Follow the self-guided VoiceMail system to set up your VoiceMail.

After you set up your VoiceMail, you can access your mailbox from anywhere!

If you do not have a phone line with your VoiceMail box, you will need to set up your VoiceMail manually. Your mailbox has been given a temporary PIN#. We recommend you change this immediately. If you do not know what your temporary PIN # is, please contact a Customer Service Representative at (541) 929-3135 or (541) 563-3135.

NOTES:
Greeting Length: 3 min
Message Length: 4 min
Inbox Message Retention: 30 days
VoiceMail messages deleted and moved to trash whether read and unread will automatically delete after 5 days.

Voicemail Menu

To Get your messages Press (1)
To Send a message Press (2)
To Work with your greetings Press (3)
To Change your settings Press (4)
To Work with reminder messages Press (5)
To Get deleted messages Press (6)
To Log in as a different subscriber Press (7)

Change Pin & Pin Requirements

PIN Requirements
1: Between 6-20 numbers/letters (for letters or words they need to be converted to numbers on telephone key pad)
2: No more then 2 repeated letters/numbers/special characters in order. Example will not work: 1222576
3: Complete PIN can not be sequential, forward or backward. Example will not work: 123456 or 654321
4: Can not use telephone number or portion of phone number.

Change PIN
1: Access your VoiceMail box.
2: From the Main Menu, Press (4) to change your settings.
3: Press (3) for security options.
4: Press (1) to change the PIN.

Accessing the Voicemail System

From your own phone
Step 1: Dial the VoiceMail access number: 541-(Your Prefix)-1222 or dial (*95).

Step 2: Enter your VoiceMail PIN plus (#).

From another phone that has VoiceMail with Pioneer

Step 1: Dial the VoiceMail access number 541-(Your Prefix)-1222. Once the VoiceMail system begins speaking, press (*).

Step 2: Enter your phone number plus (#).

Step 3: When prompted, enter your VoiceMail PIN plus (#).

From another phone that has VoiceMail with Pioneer AND Auto logs in using someone elses VoiceMail credentials

Step 1: Dial the VoiceMail access number 541-(Your Prefix)-1222.
Step 2: Press (7) to Log in as a different subscriber.
Step 3: Enter your phone number plus (#).
Step 4: When prompted, enter your VoiceMail PIN plus (#).

From another phone that does NOT have VoiceMail with Pioneer

Step 1: Dial the VoiceMail access number 541-(Your Prefix)-1222.

Step 2: Enter your phone number plus (#).

Step 3: When prompted, enter your VoiceMail PIN plus (#).

Managing Erased Messages

After you have erased a message, you can still replay and restore the message for 5 days from your mailbox.

Step 1: Press (6) from the main menu to manage your erased messages
To Repeat your messages Press (1)
To Restore a message Press (2)
To Permanently Delete Press (3)
To Reply Press (4)
To Send a Copy Press (5)
To Get your next message Press (#)

Helpful Hints

The Helpful Hints menu tells you about many of the features of VoiceMail, and the keys you can use to move around within it. The menu is broken up into a number of sections.

You can move around the Helpful Hints menu in the following way

    • Press (0) from the main menu or while retrieving your messages to enter the Helpful Hints menu.
    • Press (#) to step forward one hint.
    • Press (1) to return to the first hint.
    • Press (*) to return to the Mailbox Settings menu.

You can Press the following common keys at any point, in any menu.

    • Press (8) to pause activity for 30 seconds Press any key to continue.
    • Pressing (*) repeatedly to work you way back through the menus until you reach the main menu.
    • Press (#) when recording will indicate the end of the input; otherwise it is used to move forward in a list of options.
    • Press (0) at any time to get help.

You can Press the following options while listening to your messages.

    • Press and hold (6) to increase the volume of the message.
    • Press (7) to slow the playback of the message.
    • Press (8) to pause playback of the message for up to 20 seconds.
    • Press (9) to speed up the playback of the message.
    • Press (77) to skip back 5 seconds.
    • Press (99) to skip forward 5 seconds.

For a more detailed user guide, click here.

Other Call Services

Distinctive Ringing

DISTINCTIVE RINGING

Want to make sure you never miss a call from a certain person or group of people, such as family, close friends, or your office? Distinctive ringing sets a special ring pattern for a small list of phone numbers you create.

To activate and/or create List

  1. Press (*61) and listen for the prompts
  2. To turn on/off: Press (3)
  3. To turn on and add a phone number: Press (#)
  4. Dial the phone number to have a distinctive ring, followed by (#).

Additional Prompts:

  1. To delete a number from your list: Press (*)
  2. To delete ALL numbers from your list: Press (* 0 8 *)
  3. To review the numbers on your list: Press (1)
  4. To repeat instructions: Press (0)

Notes: Ringing Patterns

  • Calls received from numbers on your list will have a short-long-short ring.
  • Calls received from any other number will have normal ringing.
  • If you also have Call Waiting, you will hear a distinctive Call Waiting tone whenever someone on your list calls you while you are on the phone.

Auto Call Back

AUTO CALL BACK

Automatically redials the last number you dialed.

To Activate

  1. After receiving a busy signal, hang up.
  2. Step 2: Press (*66)

If the number you are calling is still busy

  1. Listen for announcement telling you the number is busy.
  2. Hang up.
  3. When the line is free, you will hear a short-short-long ring.
  4. Your call will automatically be made when you lift the handset (automatically redials busy number up to 30 minutes).

To Cancel

  1. Press (*86) and listen for tone or announcement confirming cancellation.

Notes:

  • While activated, you may still make and receive other calls.
  • Call back attempts to a busy number will continue for 30 minutes. After 30 minutes your request will be cancelled.
  • You can use Auto Call Back for more than one busy number at a time, however, you will not be able to tell from which number the call back is being made.
  • If the number you are trying to reach is outside the area served by Auto Call Back, you will hear a recording advising you that the call cannot be made.

Call Transfer

Call Transfer

To use Call Transfer

Step 1: While on an established call, depress the receiver button or flash key to place call on hold.

Step 2: Listen for confirmation beeps and a steady dial tone.

Step 3: Dial the number that you wish to conference or transfer first call to.

Step 4: After third party answers, depress receiver button or flash key to conference all calls together, or hang up to transfer call.

Step 5: If third party is busy or no answer, depress receiver button or flash key to reconnect to the first call.

Notes:

a. To have Call Transfer, you must subscribe to Three-Way Calling.
b. Long distance charges may apply.

Conference Calling

Three-way Calling

Add a third party to an existing phone conversation.

To add a third person to your call

Step 1: While on current call, press and release your receiver button or flash key (Current call is placed on hold.)

Step 2: Listen for confirmation beeps and a steady dial tone.

Step 3: Dial the number of the second person you want to add. After that person answers, press and release receiver button or flash key and all three of you will be connected.

Step 4: If busy or no answer, depress receiver button or flash key twice, to reconnect first call.

To disconnect parties

Step 1: Either party may hang up to leave the conversation. You will still be connected to the other person.

Step 2: Remove the third person anytime by pressing the receiver button or flash key twice.

Step 3: To disconnect the entire three-way call, hang up. Everyone will automatically be disconnected.

Notes:
a. You may privately converse with the third party as long as you wish before using the receiver button or flash key to establish the three-way call.
b. To avoid placing a three-way call accidentally, hang up your phone for at least three seconds between every call.

Toll Control

Toll Control

Toll Control with PIN (Personal Identification Number) provides the ability to completely inhibit the dialing party from making a long distance call until they enter the correct PIN. Local calls, 911 and 611 (accesses Pioneer) calls can still be made without the use of the PIN.

To use Toll Control with PIN

Step 1: Dial the number you wish to call.

Step 2: Listen for confirmation beeps or dial tone.

Step 3: Enter PIN.

 

Notes:
a. Please contact a Customer Service Representative at (541) 929-3135 or (541) 563-3135 for more information.
b. 800 numbers are unable to be blocked.
c. Full Toll Control is available which will block all long distance calls without the use of a PIN (excluding 800 numbers).
d. PIN must be 4-digits.

Speed Dialing

Speed Dialing

Dial selected numbers quickly by dialing an assigned code.

To Program Speed Dial 8

Step 1: Lift the receiver and Press: (*74)

Step 2: Listen for a steady dial tone.

Step 3: Enter Speed Dialing code 2-9.

Step 4: Enter desired phone number, Press (#). Then listen for confirmation beeps.

Step 5: Hang up.

To Program Speed Dial 30

Step 1: Lift the receiver and Press: (*75)

Step 2: Listen for a steady dial tone.

Step 3: Enter Speed Dialing code 20-49.

Step 4: Enter desired phone number, Press (#). Then listen for confirmation beeps.

Step 5: Hang up.

To use

Step 1: Dial desired Speed Dialing code (2-9 or 20-49).

Step 2: Then Press (#).

To change

Step 1: Repeat first five steps.

Notes:
Speed Dial 8 and Speed Dial 30 are two separate calling features. Speed Dial 8 creates a list of up to 8 numbers. Speed Dial 30 creates a list of up to 30 numbers.

Personal Ringing

Personal Ringing

Allows you to have an additional incoming phone number with a unique ringing pattern while sharing dial tone on your existing line.

Notes:
If you use Call Forwarding on your main number, all calls made to your main and second phone number (Personal Ringing number) will be forwarded to the phone number you designated.

Financial Assistance Programs

You may qualify for a reduction on your Pioneer Connect bill, and other services!

Did you know that many customers may qualify for programs that will help reduce their monthly phone bill? At Pioneer, we’ll go the extra mile to make sure you get the services you need, at a price that works for you. Read on to explore the different financial assistance programs you may qualify for.

Lifeline: Oregon Telephone Assistance Program (OTAP)

What’s included?

Through the Lifeline program, eligible customers will receive a reduction in the cost of their phone bill. Lifeline subscribers receive the same residential service as a regular subscriber, but at a reduced monthly recurring rate. That means Lifeline subscribers have an unlimited number of local calling minutes. Just like other Pioneer Connect subscribers, Lifeline members are free to choose their own toll usage plans through long distance providers that serve Pioneer Connect’s service area.

Who qualifies for this program?

According to the Public Utility Commission of Oregon, eligibility is determined by participation in one of the following programs:

  • Food Stamps/Supplemental Nutrition Assistance Program (SNAP)
  • Supplemental Security Income (SSI)
  • Federal Public Housing Assistance (Section 8)
  • Veterans Pension and Survivors Benefits
  • Certain State Medical Programs or Certain Medicaid Programs at or below 135% of the Federal Poverty Level
  • Tribal Specific Programs

Proof of eligibility may be necessary for enrollment.

How is this program funded?

Half of the amount is funded through the legislatively-approved telecommunications service surcharge, and the other half is the waived portion of the FCC´s subscriber line charge.

Only one Lifeline discount is allowed per household. A household is not permitted to receive Lifeline benefits from multiple providers. If you’re enrolled in this program, it’s important to keep OTAP staff updated about any address or phone number changes, so your benefits aren’t interrupted. Lifeline is available on one telephone or broadband line per household. Toll Blocking and/or toll control is available for free to Lifeline subscribers. Lifeline discount is only available with basic service. All information is treated as strictly confidential by OTAP staff and the local phone companies.

Telecommunication Devices Access Program (TDAP)

The Telecommunication Devices Access Program (TDAP) purchases and loans (at no cost to eligible recipients) special telecommunication devices to Oregonians who are deaf, hearing-and/or speech-impaired, or who have other physical disabilities that would prevent them from using a telephone.

The Oregon Telecommunications Relay Service (OTRS)

Customers who have TTY (text telephone for the deaf, hearing, or speech impaired) may dial 7-1-1 to reach a relay operator. The relay operator types the conversation to the TTY user. Voice, or standard, users may also use OTRS to contact their deaf, hard of hearing, or speech disabled family or friends.

How to Apply for Assistance

To apply for OTAP/Lifeline, TDAP equipment, or for more information about the Residential Service Protection Fund (RSPF) Programs, please call RSPF at 1-800-848-4442 or email: puc.rspf@state.or.us

Information taken from the Oregon Public Utility Board’s website:

http://www.puc.state.or.us

My first bill is higher than I expected. Why is that?

Great question. Your first bill is pro-rated from the day your new service was turned on, through the end of the month. Additionally, we always bill for the coming month in advance. Those two amounts, together with a one-time $10 connection fee and $1 membership fee, are included in your first bill. From now on, your monthly bill will simply be for the next month’s services.

Can I pay my bill over the phone?

Yes, absolutely. We currently accept all major credit cards and bank accounts. To pay over the phone, just give our Customer Service line a call with your account information ready. If you would rather “set it and forget it,” we offer an Automatic Payment option, allowing you to automatically send payment straight from your checking or savings account each month.

What is NetProtect™?

NetProtect™ is a program offering coverage for your Internet and home phone wiring, for just $2/month (free with service packages!). Click here for more details.

How do I reach Directory Assistance?

There are two ways to reach Directory Assistance:

  1. Dial 1, followed by the area code you are trying to reach, then 555-1212.
  2. Dial 411.

I get telemarketer / solicitation calls all the time—is there any way to stop them?

If the telemarketers are playing by the rules, there are two effective ways to stop getting those pesky telemarketer calls.

  1. The easiest way is to register for the national Do Not Call list. You can register online at donotcall.gov, or you can call toll-free, 1-888-382-1222 (TTY: 1-866-290-4236), from the number you’d like to register. Once your number is on that list, telemarketers know they are not supposed to call you.
  2. Another option is to answer these calls, and to simply ask them to take you off their list, indicating you do not wish to receive calls from them.

If the calls you’re receiving are Robocalls, you can also contact our Customer Service Department and ask them to add Robocall Blocking or privacy defender to your account. 

If I’m going to be doing some digging and need to locate the phone lines, who do I need to call?

To locate the cables before you dig, go to Oregon Utility Notification Center or call 1-800-332-2344 or 811.

Note: damage to the lines occurs frequently, and it generally could have been avoided through a simple phone call like this one. Damaging a line means you are subject to fines and repair costs; it is a legal obligation to call and locate the lines before digging.

 

I get charged every time I use Directory Assistance. Do I have any other options?

Absolutely. The best way to find out directory information in Pioneer’s serving area is to use the Pioneer Connect Directory, there you will also find other useful information as well. Another option is to utilize the Internet. A few useful sites for this purpose include:

I have low income. Are there any assistance programs that can help me with my bill?

Yes, there are! You can call the Oregon Telephone Assistance Program (OTAP) at  1-800-848-4442 (TTY 1-800-648-3458), to inquire about qualification, or click here for more information.

Who has the cheapest long distance service?

There are a variety of long distance service providers offering packages that can serve customers in Pioneer Connect’s serving area. Offering a side-by-side comparison is difficult, as rates vary based on calling patterns. Pioneer Connect has long distance packages to fit your needs and budget, with the added convenience of receiving just one monthly telephone bill. Click here to learn more about our long distance plans.

I see a column on my statement that says “ADJ/OCC.” What does that mean?

ADJ stands for “adjustments” and “OCC” stands for “other charges and credits.” These reflect billing changes on your bill caused by things such as a proration of a charge or applying a credit to your account during the billing month.

I can’t be home when your installer comes to do my wiring. Is it okay if my son or daughter is there to let them instead?

Yes, this is fine as long as your child is 18 or older.

What are all the different charges on my bill for?

Here’s an explanation of each charge:

      • Federal Tax: This charge is levied by the Federal Government for the use of telecommunications services. Monies collected are passed onto the Internal Revenue Service.
      • Oregon Universal Service Surcharge: This charge is to ensure that basic telephone service is available in rural areas at a reasonable and affordable rate within Oregon. Monies collected are passed onto the Oregon Public Utility Commission.
      • Federal Universal Service Charge: This charge is to ensure that basic telephone service is available in rural areas at a reasonable and affordable rate throughout the United States. The FCC imposes this charge on local telephone companies.
      • FCC Access Charge: This charge is mandated by the Federal Communications Commission (FCC) for access to the Public Switched Network. It is to help cover a local telephone companies fixed costs of operating & maintaining the local telephone network.
      • Residential Service Protection Fund: This fee is used to provide telecommunications devices and relay services for Oregon residents with speech and/or hearing impairments. Monies collected are passed on to the Oregon Public Utilities Commission.
      • E-911 State Tax: This fee is assessed on behalf of the State of Oregon, to pay for 911 emergency dispatch services, regardless of whether a household has ever made a 911 call. Monies collected are passed onto the Oregon Department of Revenue.

Why does it take so long to get my credit refund after I’ve disconnected service?

The disconnected account has to go through two billing cycles to make sure there are not any outstanding long distance or collect calls to be accounted for. This process may take 30–60 days.

Still have questions?

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