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User Guide Topics |
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This user guide covers topics on how to activate and use Packetel Voice Service. Please choose from one of the following topics for more details:
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Activating Your Service |
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For your protection, our service activation process is a two-step procedure. After you signed up for our service, you must go through these two simple steps before you can start making calls:
- Login to your user account for the first time
- Call your Personal Access Number for the first time
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Step 1 - Logging In to Your User Account for the First Time
Upon successful completion of the sign up process, you must login to your user account for the first time to complete the first step of your activation process. Once you login to your account, you will be notified that the first step of your activation process is now complete.
Your login and password information is included in the sign up confirmation email, which is emailed to you after the sign up process is completed. If you did not receive your sign up confirmation email, it is likely that you have an email spam/junk filter that might be filtering out emails sent by Packetel. If you suspect that this might be the case, please refer to the section 'Issues Regarding Spam/Junk Email Filters' in this User Guide for more information.
After you have adjusted your spam/junk filter to allow our emails to come through, please visit our 'Forgot Your Password?' page to request for another copy of your login and password information to be sent to you in email.
Once you have received your sign up confirmation email, please follow the instructions in the email to login to your user account. If you are having problems logging in, please make sure that you are entering your login and password exactly as they appear in the email (note that the Password field is case-sensitive).
Login to Your User Account Now!
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Step 2 - Calling Your Personal Access Number for the First Time
The second step of the activation process involves calling the Personal Access Number that you chose during the signup process, which is included in your signup confirmation email. When you call your Personal Access Number for the first time, the voice prompt will ask you for your Personal Identification Number (PIN). Please enter your PIN and press the '#' key on your phone. Once the PIN is accepted, your activation process is complete, and you may start enjoying your service.
Your Personal Access Number and your PIN can both be found in your signup confirmation email. If you are having problems receiving your signup confirmation email due to email spam/junk filter issues, please refer to the section 'Logging
In to Your User Account for the First Time' on how to resolve
this issue.
Please note that when you call your Personal Access Number for the first time, you must call from the Activation Phone Number that you specified during signup. Your Activation Phone Number is included in your signup confirmation email as a reminder. Please make sure that the Caller ID of your Activation Phone Number is not blocked in order for the activation process to complete successfully. If your Caller ID is blocked, please refer to your local phone company's instructions on how to temporarily unblock it.
Once the activation process is
complete, you may call your Personal Access Number from any phone in
the future to enjoy our service. Your Activation Phone Number is
only required when you call your Personal Access Number for the
first time.
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Features Overview |
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Packetel Voice Service uses the Personal Access Number of your choice to connect you to the rest of the world. It features simple-to-use voice menus that allow you to call any phone number in the world. Our online account management system even allows you to program your own XPress™ and Quick-Dial phone numbers so you can call your friends, family, and colleagues without having to key in their phone numbers every time! |
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Dialing Modes and Your Personal XPress™ Number
The XPress™ Number is a phone number of your choice that you will be calling most frequently. Once you have programmed an XPress™ Number in your online Phone Book, simply call your Personal Access Number and hold (without pressing any keys), and you will be connected directly to your XPress™ Number!
Your Dialing Mode determines whether you want to use your Personal Access Number as a Follow Me / Local Presence number, or as a number to make outgoing phone calls.
With the Follow Me / Local Presence mode, you use your Personal Access Number as a means for your friends and family to reach you wherever you are.
When your friends and family call your Personal Access Number, they will be automatically connected to your XPress™ Number. Your XPress™ Number can be your cellular phone, work phone, home phone, or any phone of your choice. No matter which phone you use, or wherever you are, they will be able to reach you by simply dialing your Personal Access Number.
However, you are still able to make outgoing phone calls by using your Quick-Dial Numbers, or by entering any phone number manually. For more details, please refer to the section 'Making Calls'.
With Call Out mode, you use your Personal Access Number as a means to make outgoing calls.
When you call your Personal Access Number, you will be automatically connected to your XPress™ Number. Your XPress™ Number can be any phone number that you call most frequently.
To learn more on how to set your Dialing Mode, please refer to the section 'How to Set Your Dialing Mode'.
To learn more on how to program your online Phone Book, please refer to the section 'Maintaining Your Online Phone Book'.
To learn more on how to access your XPress™ Number, please refer to the section 'How to Call Your XPress™ Number'. |
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Your Personal Quick-Dial Numbers
Your online Phone Book also allows you to specify other frequently called phone numbers as Quick-Dial Numbers. Once you have programmed your Quick-Dial Numbers in your online Phone Book, simply call your Personal Access Number and you will be connected to any of your Quick-Dial Numbers with just a few simply key presses.
To learn more on how to program your online Phone Book, please refer to the section 'Maintaining Your Online Phone Book'.
To learn more on how to access your Quick-Dial Numbers, please refer to the section 'How to Call Your Quick-Dial Numbers'. |
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Your Online Phone Book
Your online Phone Book allows you to program your XPress™ Number as well as your Quick-Dial Numbers to simplify your calling experience. You can program one (1) XPress™ Number and up to nine (9) Quick-Dial Numbers.
To learn more on how to program your online Phone Book, please refer to the section 'Maintaining Your Trusted Numbers'. |
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Your Trusted Phone Numbers
When you call your Personal Access Number (e.g. from your cellular phone or home phone) to access certain features, you may be required to enter your PIN for security reasons. However, if you call your Personal Access Number from a registered Trusted Phone Number, you can access any feature without having to remember and enter your PIN. You can register up to five (5) Trusted Phone Numbers. To prevent unauthorized usage, you should only register phone numbers that you trust (e.g. your cellular phone, home phone, or work phone).
To learn more on how to register your Trusted Phone Numbers, please refer to the section 'Registering Your Trusted Phone Numbers'. |
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Your Online Call History
Your online Call History provides you with call details on all your calls in real-time. You can monitor your call history 24 hours a day, 7 days a week simply by logging in to your user account.
To learn more on how to view your online Call History, please refer to the section 'Viewing Your Call History'.
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Online Account Management |
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Your user account contains information specific to your service, such as your online Phone Book and your User Profile. Therefore, it is important that you keep this information up to date during the length of your service. You can login to your user account from the Packetel main page or from any User Login link that is available. |
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Changing Your Password, PIN, and User Profile
You can modify your password, Personal Identification Number (PIN), and other user profile information under the Profile tab. After you have made your changes, please make sure you click the Save button at the bottom of the page to save your changes. |
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How to Set Your Dialing Mode
You can set your Dialing Mode (Follow Me / Local Presence mode or Call Out mode) and your XPress™ Number under the Phone Book tab. You can preset one XPress™ Number for each Dialing Mode -- which XPress™ Number is used will depend on the mode selected.
After you have made your changes, please make sure you click the Save button at the bottom of the page to save your changes. |
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Maintaining Your Online Phone Book
You can modify your online Phone Book under the Phone Book tab. Your online Phone Book allows you to program your XPress™ Number as well as your Quick-Dial Numbers to simplify your calling experience. You can program one (1) XPress™ Number and up to nine (9) Quick-Dial Numbers.
Simply fill in any entry in your online Phone Book by completing the Name and Phone Number fields for each entry. When filling in the Phone Number field, please follow the standard U.S. dialing rules by putting a '1' in front of any 10-digit U.S. phone numbers, and putting '011' in front of any international phone numbers.
After you have made your changes, please make sure you click the Save button at the bottom of the page to save your changes. |
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Registering Your Trusted Phone Numbers
You can register your Trusted Phone Numbers under the Trusted Numbers tab. Registering Trusted Phone Numbers allows you to simplify your calling experience. When you call your Personal Access Number with any one of your registered Trusted Phone Numbers, you will be able to access any feature without having to remember and enter your PIN. You can register up to five (5) Trusted Phone Numbers.
Simply fill in any entry by completing the Trusted Phone Number field for each entry. When filling in the Trusted Phone Number field, please follow the standard U.S. dialing rules by putting a '1' in front of any 10-digit U.S. phone numbers.
After you have made your changes, please make sure you click the Save button at the bottom of the page to save your changes. |
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Viewing Your Call History
You can view your complete call history under the Call History tab. Your online Call History provides you with call details on all your calls in real-time. You can monitor your call history 24 hours a day, 7 days a week simply by logging in to your user account.
You can specify a date period for which you want to view your call history by selecting a date range using the provided pull-down menu. |
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Making a Payment
Since our service uses a prepaid model, you are required to pay again for your account by making a new payment on or before your credit balance runs out. You will not be able to make any calls if your credit balance runs out. To continue your service, please make a payment by logging in to your user account and click on the Payment tab. Follow the on-screen instructions to select a new prepaid plan (or keep your current one) and complete the payment process.
For more details on when and how to pay for your account, please refer to the section 'Paying for Your Account' below.
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Making Calls |
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Packetel Voice Service uses the Personal Access Number of your choice to connect you to the rest of the world. It features simple-to-use voice menus that allow you to call any phone number in the world. Our online account management system even allows you to program your own XPress™ and Quick-Dial phone numbers so you can call your friends, family, and colleagues without having to key in their phone numbers every time! |
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How to Call Your XPress™ Number
Simply call your Personal Access Number. If you have an XPress™ Number already programmed,
simply hold (you do not need to access any of the voice menus) and you will be connected to your
XPress™ Number. That's it!
In order to use your XPress™ Number, you must first specify it in your online Phone Book. Please refer to the section 'Maintaining Your Online Phone Book' on how to specify your XPress™ Number. |
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How to Call Your Quick-Dial Numbers
Call your Personal Access Number, and press the '*' key when you hear the first voice prompt. Then press any numeric key (from 1 to 9) to select the Quick-Dial Number that you want to call when you hear the second voice prompt. After this, simply hold and you will be connected to your Quick-Dial Number.
Here's a quick summary of the steps mentioned above:
- Call your Personal Access Number
- Press '*' on the first voice prompt
- Select a Quck-Dial Number by pressing a numeric key (1 to 9) on the second voice prompt
- You will be connected to the Quick-Dial Number of your choice momentarily
In order to use your Quick-Dial Numbers, you must first specify at least one in your online Phone Book. Please refer to the section 'Maintaining Your Online Phone Book' on how to specify your Quick-Dial Numbers. |
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How to Call Any Phone Number
To make a call to any phone
number in the world other than the ones in your online Phone Book,
your Personal Identification Number (PIN) is required. Please follow
the simple steps below::
- Call your Personal Access Number
- Press '*' on the first voice prompt
- Press '*' on the second voice prompt
- When prompted, enter your PIN and press the '#' key
- When prompted, enter the phone number you want to call and press the '#' key
- You will be connected to the phone number of your choice momentarily
When entering the phone number you want to
call (step 5), please follow the standard U.S. dialing rules by
putting a '1' in front of any 10-digit U.S. phone numbers, and
putting '011' in front of any international phone numbers. |
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How to Make Multiple Calls
If you want to make another
call after you have finished the last one, all you need to do is
press '##**' to hang up and return to the main menu. You will then
be able to make another call. |
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How to Redial the Last Phone Number
You can redial the
last phone number that you called by pressing '#' in the main menu.
Or, if you want to call back to the person you were just talking to,
simply press '**#' to return to the main menu and redial.
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Paying for Your Account |
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When to Pay for Your Account
When your credit balance
is used up, you will need to log in to your user account
and make another one-time payment using your credit card.
You can choose from any of the subscription plans we offer. We
currently do not offer automatic payment, and we will not
charge your credit card automatically
when your credit balance runs out. In order to continue
your service with us, you must log in to your account and make a new
payment.
When you try to make a call and your credit balance
does not have sufficient credit (calculated based on the per-minute
rate of your call destination), we will notify you through a voice
prompt reminder when you call your Personal Access Number. You
should then login to your user account and make a new payment in
order to continue your service.
For more details on how to login to your user account to make a payment, please refer to the section 'Making A Payment' above.
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How to Pay for Your Account
Since our service uses a prepaid model, you are required to pay again for your account by making a new payment on or before your credit balance runs out. You will not be able to make any calls if your credit balance runs out. To continue your service, please make a payment by logging in to your user account and click on the Payment tab. Follow the on-screen instructions to select a new prepaid plan (or keep your current one) and complete the payment process.
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Issues Regarding Spam/Junk Email Filters |
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Spam/junk email filters set by you or your email service provider might
inadvertently filter out emails sent to you by Packetel. To ensure
that you will receive your sign up confirmation email, 'Forgot Your
Password?' reminders, and billing reminders, your spam/junk email
filters must accept the following emails:
- billing@packetel.com
- pfax@pfax.packetel.com
- support@packetel.com
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General Instructions |
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In most cases, in order to accept emails sent from the addresses listed above, you can either add them into your address book or to your trusted email whitelist/safelist. If you cannot find our emails in your email's Inbox, you can:
- Try to locate our emails in your Spam, Junk, or Bulk mail folder
- If you find them in the folders listed above, try to identify them as 'Not Spam' or 'Not Junk' emails
- Add our emails (listed above) to your address book or email whitelist/safelist
- In some cases, you can simply add our domain 'packetel.com' to the whitelist/safelist to allow all emails sent from Packetel to come through. In this case, there is no need to add our emails to the list individually
However, due to the large number of email filters that
exist in the market today, these general suggestions might or might
not apply to your situation. Included below are more specific
instructions that apply to the more popular email services. If your
email service is not provided by these providers, please contact
your specific provider for the necessary documentation or
instructions. |
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AOL Users |
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For AOL users, adding our emails (listed above) to your AOL address book will allow our emails to come through. If this method does not resolve your problem, please contact AOL for more specific instructions. |
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Yahoo! Mail Users |
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For Yahoo! Mail users, please follow these
instructions:
- Go to your Bulk mail folder by clicking the Bulk folder link on the left
- Locate one of our emails in your Bulk mail folder
- Open the email and click on the 'Not Spam' button near the top or bottom of the message
- Once you do this, the email will be moved to your Inbox. Repeat the same steps for all other Packetel emails that you can
find in your Bulk folder
- Add our emails (listed above) to your Yahoo! address book
From this point on, emails sent from Packetel should end
up in your Inbox rather than your Bulk folder. However, if you think
there are missing emails sent by Packetel in the future, please
check your Bulk folder again and repeat the suggested steps. |
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Hotmail Users |
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For Hotmail users, please follow these instructions:
- Go to your Junk E-Mail folder by clicking the Junk
E-Mail folder link on the left
- Locate one of our emails in your Junk E-Mail mail folder
- Open the email and click on the 'Not Junk' button near
the top of the message
- Once you do this, the email will be moved to your Inbox.
Repeat the same steps for all other Packetel emails that you can
find in your Junk E-Mail folder
You should also add our domain name, 'packetel.com', to your Safe List to ensure reliable email delivery. To do that:
- Go to the 'Options' page (the link is located at the top-right corner)
- Click on 'Safe List'
- Enter our domain, 'packetel.com', into the input box
- Click the 'Add' button. Our domain is now added to your Safe List
From this point on, emails sent from Packetel should end up in your Inbox rather than your Junk E-Mail folder. However, if you think there are missing emails sent by Packetel in the future, please check your Junk E-Mail folder again and repeat the suggested steps.
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