RESIDENTIAL AND BUSINESS
USER GUIDE
Important 911 Information
Access to 911 emergency services via our Home Phone service is very similar
to traditional 911 service access, but there are some important differences you
need to be aware of.
• If you move to a new location within our service area, you will need to
contact us to update your address.
It may take a few days to activate and
change your 911 address, so please contact your local office prior to moving
the location of your telephone adapter. Our phone services, including 911
access, will not work outside of our service areas.
• Electrical or Broadband Outages can prevent access to 911 services.
Your phone service is relying on both your broadband connection and
electrical power. Your telephone adapter includes a battery backup which
can provide up to 8 hours of continued service after a power outage. If
there is an extended power outage or disruption to broadband connectivity,
you may be unable to access 911 services. Once power and broadband
connection are restored, your system will function properly again. Note that
many cordless telephones do not include a battery backup in their base and
will not function during a power outage. Please plan accordingly.
Setting Up Your Service
1. Online Customer Self-Care Portal -
Visit the online self-care portal at
http://digitalphone.nctv.com to register your number and set a password
to restrict access to your calling features. You’ll need your 6 digit Northland
account number to register.
2. Configuring or Using Your Calling Features –
Details on how to configure
or activate your calling features can be found on pages 3 to 9. Calling
features that are configurable via the Online Self-Care Portal will have a
mouse icon next to their title. Please note that some calling features are
ONLY configurable via the portal.
3. Voicemail (if applicable) –
Follow the instructions on page 8 to setup your
voicemail box and create a voicemail pin.
A space is available for you to write your portal password and voicemail pin
on the back cover of this guide.
Making Calls
You can make calls by dialing the number on your phone, as you always have.
For calls within your area code, you may dial 7, 10 or 11 digits.
Example: 555-1212, 859-555-1212 or 1-859-555-1212
When dialing outside your area code, you may use 10 or 11 digits.
Example: 859-555-1212 or 1-859-555-1212
For international calls, you would dial just as you would with a standard analog
telephone. (International Access Code + Country Code + City Code + Number)
Example: 011 +39 (Italy) +81 (Naples) +Number
Call Forwarding Features
Unconditional Call Forwarding (Call Forwarding Always)
Forwards all of your incoming calls to an alternative number, without ringing
the telephone first.
1. To enable:
a. Dial *72, wait for confirmation tone
b. Dial the number to forward to, wait for the courtesy call to be answered
c. Hang up the telephone
Note:
If the courtesy call is not answered, repeat steps a. and b. to manually activate without the
courtesy call.
2. To disable:
a. Dial *73, wait for confirmation tone and then hang up
Call Forward No Answer
Forwards incoming calls to an alternative number only if the call is not
answered within a specified number of rings. Please note that enabling call
forwarding no answer will prevent voicemail from answering the call.
Call Forward Busy
Forwards incoming calls to an alternative number only when the line is busy.
Selective Call Forward
Allows you to create a list of calling numbers whose calls will automatically be
forwarded to a single alternative forwarding number.
1. To enable, dial *63 from your phone
i. Enter the 10 digit number you wish to forward to and dial 1
ii. Then enter the 10 digit number that you want forwarded or dial 01 to
add the last calling party followed by #
b. Dial * to remove entries
i. Dial the 10 digit number you wish to remove
ii. To remove all entries dial 08*
iii. To remove all anonymous entries dial 09*
c. Dial 1 to hear the list of numbers to be forwarded
d. Dial 0 to hear instructions
3. To disable, dial *63 from your phone then dial 1, then dial 3 and hang up
Remote Access to Call Forwarding
Allows you to access and change your configuration from any phone.
1. To enable call 573-388-2006
a. Enter your telephone number and PIN when prompted
b. Enter the Call Forwarding Access Code you require (for example,
to access Call Forwarding, enter *72)
c. Configure the call service as for normal Call Forwarding configuration.
Find Me Follow Me
Provides a way to configure additional numbers that will ring instead of or as
well as your number, any of which can answer the call. To setup the list of
numbers to be included with find me follow me, please contact your local office.
1. To enable Find Me Follow Me, press *371
Incoming Call Features
Anonymous Call Rejection
Automatically rejects all calls from withheld numbers.
1. To enable Anonymous Call Rejection, press *77
2. To disable Anonymous Call Rejection, press *87
Selective Call Rejection
Allows you to block incoming calls from pre-configured numbers.
Selective Call Acceptance
Allows you to block all incoming calls except for those on a pre-configured
list. Outgoing calls can still be made as normal, but incoming calls from
numbers that are not on the list are not connected; instead, the caller hears an
announcement that you are not currently accepting calls. To access Selective
Call Acceptance, press *64.
Call Waiting
Notifies you that a second call is on the line and allows you to switch between
the calls. The called party is notified by a tone when a second call is waiting.
When you hear a Call Waiting tone during a call, hit flash-hook to swap
between the calls. If you hang up while a call is still on hold, you will receive a
ringback reminding you to reconnect the call.
Cancel Call Waiting Per Call
Allows you to disable call waiting for an individual call, so that important calls
are not interrupted.
1. To disable Call Waiting for the next call, press *70 before the call
3. To cancel Call Waiting during an active call when Three Way Calling is not
activated, flash-hook and press *70 during the call.
Do Not Disturb
Allows you to block his or her line temporarily to prevent ALL incoming
calls. Outgoing calls can still be made as normal, but incoming calls are not
connected; instead, the caller hears an announcement that you are not currently
accepting calls.
1. To enable DND, press *78
2. To disable DND, press *79
Call Block
Allows you to block the last incoming call by immediately dialing *60 after
hanging up the phone.
Three Way Calling
Allows you to call another party during an existing call and add this party to
the call, creating a three-way conversation.
1. To add a third party to an active call, press the flash-hook and then dial the
third party’s number. If the third party answers, hit the flash-hook again to
add both of you to the original call, connecting all three parties.
2. If the third party does not answer or their line is busy, hit the flash-hook
twice to rejoin the original call.
If you hang up you will receive a ringback reminding you that the original call
is still on hold, and can rejoin the call by picking up the phone. This service is
known as Three Way Calling Ringback.
Caller ID Service
Caller ID Block
When you make a call your telephone number (including non-published
numbers) will automatically appear to customers who subscribe to Caller ID
service. If you press *67 before dialing, your name and telephone number will
not be transmitted to the party you are calling.
This feature must be activated before every call. If the person you are calling has
anonymous call rejection enabled, you will not be able to complete your call.
Caller ID per line blocking
Blocks the caller ID on your line permanently so when an outbound call is made
the party you are calling sees “private” instead of the caller ID information.
Please contact your local office for assistance in setting up this feature.
Call Return
Allows you to return the most recent incoming call. To return the last call dial *69
Dialing Features
Speed Dialing
Allows one-digit or two-digit codes to be used as shortcuts for selected phone
numbers.
To use Speed Dialing, dial the one or two digit code desired followed by the #
symbol or wait four seconds.
To add a Speed Dial code
1. Dial the one-digit (*74) or two-digit (*75) access code
a. You’ll hear a stutter dial tone
b. Enter the one-digit or two-digit code, followed immediately by
the number to which the short code is mapped (so for example 24 then
206-000-0000)
Speed Dialing short codes may be setup to dial:
a. Numbers in any format (such as 1+10D, 0+10D, 10D,1+7D, 0+7D, 7D)
b. Any access codes (such as *70)
c. 10-10-XXX plus any of the above, for a carrier selection code.
Simultaneous Ring
Allows up to 4 phones to ring at one time. When the call is picked up either
by the customer or voicemail, the other phones stop ringing. At least one of the
phone numbers must have service provided by Northland. To setup the list of
numbers to be included, please contact your local office.
Voicemail
Setting up your mailbox
Access the voice messaging system:
1. Dial your phone number, wait for your recorded message to begin
playing, then press the * key.
2. Enter your pin after the prompt, then hit the 4 key. (Your default pass code
is the last 4 digits of your phone number). Note that you must change
your pass code to something other than the last 4 digits of your phone
number for security reasons. If you do not, the voicemail system will
continue to prompt you to change your pin until you do so.
3. The following commands are available:
1 - Change Greeting
(1) Use system greeting
(2) Use personal greeting
(3) Create personal greeting
2 - Record Name
Checking your messages via the telephone
Access the voice messaging system:
1. Dial your phone number, wait for your recorded message to begin
playing, then press * and follow the prompts.
2. To listen, delete and save messages use the following keys:
1 - Replay current message
2 - Skip current message
4 - Skips back 5 seconds while playing a message
5 - Skips ahead 5 seconds while playing a message
7 - Delete current message
9 - Send voicemail via email ^
* - Exit
^ Requires email address to have been setup prior to using option. To setup
voicemail to email options, please login at http://phone.nctv.com using
your phone number and voicemail pin (last 4 of your phone number if you
haven’t changed yet) and click on settings. You have the option to receive your
voicemails as an attachment to an email or simply receive an email or text
notification of a voicemail via email.
Checking your messages via the online portal
Login to the online portal with the password you setup.
The website address for the portal is: http://digitalphone.nctv.com
Frequently Asked Questions (FAQs)
Can I use your service with my home alarm system or
personal emergency response services company?
You may connect any telephone communication device to your telephone
adapter. However, Northland recommends that you keep a traditional
phone line for a home or personal emergency response device. Remember,
the Northland service depends upon your broadband Internet connection
and electric power. If your Internet connection goes down or if power is
not available, you will not be able to make or receive calls, nor will your
alarm system. Please consult with a qualified alarm system technician before
connecting your alarm system to a Northland Home Phone line.
What types of telephones work with your service?
Virtually any touch tone telephone can be used with Northland’s Home Phone
service. Corded and cordless telephones both work well.
Can I use a fax machine with Northland’s service?
Though Northland customers have experienced high success in placing and
receiving fax transmissions, Northland has not yet certified support for fax usage.
How is dialing 911 using Northland Home Phone different
from dialing 911 on a regular land line?
EMERGENCY SERVICES (911 CALLS)
You acknowledge and understand that the Northland Service does NOT support traditional 911 or Enhanced 911 (E911) access to emergency services. You further acknowledge and understand that neither Northland nor its underlying third party providers have any duty to offer emergency services or access to 911.
You agree and understand that Northland does not hold itself out as providing emergency 911 services as a replacement to the traditional local wireline 911 services offered over the public switched telecommunications network and wireless 911 services in your local service area. Northland’s limited 911-type service is available only on Northland devices and with Nort–hland Services as described herein. You acknowledge and understand that Northland’s 911-type dialing requires you to take affirmative steps to activate and properly install the Northland device and to ensure that the information you provide to Northland is accurate, and that Northland’s 911-type service is NOT the same as the 911 emergency services you may receive from traditional landline or wireless service providers, that such 911-type dialing capabilities and that such 911-type dialing is different in many significant ways (some, but not necessarily all, of which are described in the Service Agreement and Terms and Conditions of Services) from traditional 911 service. You agree to inform any household residents, guests, employees and any other persons who may be present at the physical location where you utilize the Phone Service of the non-availability of traditional 911 and E911 dialing from your Northland Phone Service and device(s). You further agree to inform any household residents, guests, employees and any other persons who may be present at the physical location where you utilize the Phone Service as to the differences and limitations of Northland’s 911-type dialing service as compared with traditional 911 or E911 dialing that are set forth in this manual.
Description of Northland’s 911-Type Service. You acknowledge and understand that neither Northland nor its third party service providers shall have any responsibility to or liability for provision of the Phone Service and 911-type access if the device is moved outside of your Physical Address. Additionally, even if you do not move your device, Northland cannot guarantee the reliability of the 911-type dialing features offered with your Phone Service. When you dial 911 using your Northland approved device and Phone Service, your call is generally routed from the Northland network to third party providers who route the emergency call to the Public Safety Answering Point (PSAP) or local emergency service personnel associated with your telephone number. Each PSAP serves a designated geographic area. When you sign up for Northland Phone Service, your telephone number will correspond to your Physical Address. Your Physical Address, for purposes of your Phone Service, is the location where you receive your Phone Service from Northland. Your Physical Address may or may not be the same as your billing address where you may choose to receive your Northland bill. You acknowledge and understand that it is your responsibility to provide Northland with the proper Physical Address. Northland and its third party provider(s) hereby disclaim any and all liability and responsibility in the event that you provide an incorrect Physical Address to Northland. When you dial 911 from a Northland device using Northland’s Phone Service, you acknowledge and understand that Northland and/or its underlying service providers will endeavor to route your call to the general PSAP or local emergency service provider (which may not be answered outside business hours) assigned to your telephone number. You acknowledge and understand that you may not be routed to the same 911 dispatcher(s) who are specifically designated to receive incoming 911 calls using traditional 911 dialing. Northland relies on third parties for the forwarding of information underlying such routing, and accordingly, Northland and its third party provider(s) hereby disclaim any and all liability or responsibility in the event such information or routing is incorrect. Neither Northland nor its underlying service providers nor their officers or employees may be held liable for any claim, damage or loss, and you hereby waive any and all such claims or causes of action arising from or relating to Northland’s 911-type dialing and services unless it is proven that the act or omission proximately causing the claim, damage or loss constitutes gross negligence or intentional misconduct on the part of Northland or its underlying service providers. You agree to indemnify and hold harmless Northland and its third party provider(s) from any claim or action arising out of misroutes of 911 calls, including but not limited to your failure to follow correct dialing or use procedures for 911 calling or use of your Northland device or your provision to Northland of incorrect information in connection therewith.
Service Outage, Power Failure or Disruption. You acknowledge and understand that 911 dialing will not function in the event of a power failure or disruption. Should there be an interruption in the power supply for any reason whatsoever, the Phone Service, 911 dialing and any other emergency and services connected to your Phone Service, including, but not limited to, home security systems and Life Alert (the “Essential Services”), will not function unless and until power is fully restored. A power failure or disruption may require you to reset or reconfigure the Northland device or other Northland equipment at your premises prior to utilizing the Phone Service or 911 dialing.
Broadband Service/Internet Service Provider Outage or Termination/Suspension or Termination by Northland. You acknowledge and understand that service outages or suspension or termination of service by your broadband provider or any other broadband provider supplying the broadband service to which you connect your Northland device, and/or by Northland’s ISP or by Northland will prevent ALL Phone Service, including 911 dialing and Essential Services. You further acknowledge and understand that service outages due to suspension of your account as a result of billing issues, your breach of the terms and conditions of Northland or your broadband provider, or for any other reason, will prevent ALL Phone Service, including 911 dialing and Essential Services. You acknowledge and understand that if there is a service outage for ANY reason, such outage will prevent ALL Phone Service, including 911 dialing and Essential Services. Such outages may occur for a variety of reasons, including, but not limited to those reasons described elsewhere in the Service Agreement and Terms and Conditions of Services.
Use of TDD or TTY devices. Although current developments in IP technologies provide reliable transfer of voice and data over broadband connections such as cable lines, the nature of the technologies may not be fully compatible with the existing 911 systems currently in place in your area of service. Additionally, VOIP 911 services may not be fully compatible with all types of TDD or TTY devices for the hearing impaired and that where such devices are used to make calls, you agree and acknowledge that neither Northland nor Northland’s third party providers hold themselves out as providing or enabling Northland to provide emergency services compatible with any TDD/TTY devices. You further acknowledge that Northland has apprised you of any and all risks associated with your use of Northland’s 911-type service and that Northland does NOT recommend that you use the Northland 911 service as your sole and primary means of reaching a 911 operator in case of an emergency. You expressly acknowledge that, in the event of a power outage or other service-affecting scenario, (A) neither Northland nor any of its affiliates, subsidiaries, parent companies, agents, network service providers, partners or employees are liable for the availability of 911 service from your Northland device and (B) neither Northland nor any of its affiliates, subsidiaries, parent companies, agents, network service providers, partners or employees are liable for the availability of the 911 service from you Northland device and Northland Service.
Dialing Requires Activation. You are required to provide an accurate Physical Address and other information to Northland upon purchasing the Northland Phone Service. You must properly connect the Northland device in order for the Northland Phone Service to function properly. You acknowledge and understand that 911 dialing does not function unless you have successfully configured and connected your Northland device and Phone Service and provided accurate and updated information. You acknowledge and understand that you cannot dial 911 from this line unless and until you have confirmation that your Northland device is operational.
Failure to Designate the Correct Physical Address When Activating 911 Dialing or Moving Your Device. Failure to provide your current, updated and correct Physical Address and location of your Northland Equipment will result in any 911 call you make being misrouted to the incorrect local emergency service provider. Northland’s Phone Service is intended to function from your Physical Address which MUST correspond to the physical address where you receive your primary Northland cable service and where your Northland device is physically located. If you have more than one Northland device at your Physical Address and each device has a different number, you must make sure that the Physical Address corresponds to each number where your Northland device is physically located. If you move your device to a location other than your primary Physical Address, you may not be able to place emergency calls or your calls could be misrouted to the incorrect PSAP or incorrect emergency service personnel.
Possibility of Network Congestion and/or Reduced Speed for Routing or Answering 911. Due to the technical constraints of Northland’s 911-type dialing feature, you acknowledge and understand that there is a greater possibility of network congestion and/or reduced speed in the routing of a 911 communication made utilizing your Northland device and Equipment as compared to traditional 911 dialing over traditional public telephone networks. You acknowledge and understand that 911 dialing from your Northland Equipment will be routed to the general telephone number for the local emergency service provider (which may not be answered outside business hours), and will not be routed to the 911 dispatcher(s) who are specifically designated to receive incoming 911 calls at such local provider’s facilities when such calls are routed using traditional 911 dialing.
Automated Number Identification. THE PSAP OR LOCAL EMERGENCY SERVICE DISPATCHER RECEIVING YOUR 911 CALLS MAY NOT BE ABLE TO CAPTURE AND/OR RETAIN AUTOMATIC NUMBER OR LOCATION INFORMATION. THIS MEANS THAT THE DISPATCHER MAY NOT KNOW THE PHONE NUMBER OR PHYSICAL LOCATION OF THE PERSON WHO IS MAKING THE 911 CALL. Although Northland’s system is configured to send the automated number identification information, there may be several telephone and Internet telephony companies other than Northland that may be involved in routing your call to emergency personnel and PSAPs. The emergency response systems and the PSAPs themselves must be able to receive the information and pass it along properly. Existing emergency response systems and PSAPs may not always be technically capable of receiving and/or passing routing information properly. You acknowledge and understand that PSAP and emergency personnel may or may not be able to identify your phone number in order to call you back if the call is unable to be completed, is dropped or disconnected, or if you are unable to speak to tell them your phone number and/or if the Phone Service is not operational for any reason, including without limitation those listed elsewhere in the manual.
Automated Location Identification. At this time in the technical development of Northland’s 911-type dialing, it is not always possible to transmit identification of your Physical Address or the physical location of your Northland device if the device is located at a location that is different than your Physical Address. IF YOU DIAL 911 USING NORTHLAND’S SERVICE, YOU MUST IMMEDIATELY TELL THE DISPATCHER YOUR LOCATION (OR THE LOCATION OF THE EMERGENCY, IF DIFFERENT). YOU MUST ALSO NOT DISCONNECT THE LINE, AS THE DISPATCHER MAY NOT HAVE A PHONE NUMBER TO USE TO CALL YOU BACK AND YOU MAY BE REQUIRED TO REDIAL THE 911 CALL. IF YOU ARE UNABLE TO SPEAK AND DESCRIBE YOUR LOCATION ACCURATELY, THE EMERGENCY DISPATCHER MAY NOT BE ABLE TO LOCATE YOU OR DISPATCH EMERGENCY PERSONNEL TO THE CORRECT LOCATION. You acknowledge and understand that you or anyone using your Northland Phone Service will need to state the nature of the emergency promptly and clearly, including your location. You acknowledge and understand that PSAP and emergency personnel may not be able to find your location if the call is unable to be completed, is dropped or disconnected, if you are unable to speak to tell them your location and/or if the Phone Service is not operational for any reason, including without limitation those listed elsewhere in the manual.
Alternative 911 Arrangements. You acknowledge that Northland does not offer the Phone Services as the primary line for emergency services. You should always have an alternative means of accessing emergency services such as 911 or E911.
Essential Services and Other Non-Voice Communications Equipment. By agreeing to Northland’s Service Agreement and Terms and Conditions of Services, and if you are a subscriber of Northland’s Internet Service, you hereby waive any claim against Northland and Northland’s third party providers in connection with your Northland Phone Service and device, for interference with or disruption of Essential Services and any and all other communications or electronic equipment due to your Northland Phone Service and device.
