Calling Features

With Voicemail service, you do not miss a call. When your phone is busy or you are away from your phone, calls are forwarded to your Voicemail box where the caller can leave a message. The message is stored for you to retrieve at your convenience.

You can retrieve your messages at anytime from anywhere.

To access your voicemail in Prince Rupert, dial

• Prince Rupert telephone: 250-624-6245
• Prince Rupert fibre: 250-627-6245 (for instructions on how to use this feature, see the "Voicemail" dropdown menu in "Other Communities," below.)

Once you have subscribed to Voicemail / Call Answer, there are a few basic steps you must follow to set up your voicemail and/or retrieve your messages:

The first time you dial you will get a short recorded tutorial. After the recording ends you will be prompted to set up your mailbox. Note that your mailbox number is your phone number.

To log in from another phone:

• Call your voicemail (if you hear a prompt asking you to enter your password, press the * key)
• Enter your mailbox number (your phone number), then press the # key
• Enter your password, then press the # key

Do you have a message waiting?

It's easy to find out. Just lift your telephone receiver. If you hear a series of quick short dial tones, at least one message has been left in your mailbox.

How to listen to your messages:

• Call your voicemail (MAIL)
• A mailbox summary is activated and lists the number of messages stored in your mailbox.
• The first message will play automatically

After listening to a new message, you can:

• Press 1 to replay the message
• Press 2 to save the message
• Press 3 to delete the message
• Press 4 to save the message as new
• Press 5 for message information
• Press 0 for more options

At any time while listening to a message you can:

• Press 7 for playback
• Press 8 to pause
• Press 9 to fast forward
• Press * to go to main menu

VOICEMAIL/CALL ANSWER FEATURES
Maximum number of messages	100mb (estimated 20 messages)
Maximum message length	2 minutes
Length of storage	New and saved messages store for a maximum of 14 days
Leaving messages	You can re-record your message by pressing any number key
Greetings	You can bypass someone's greeting by pressing any number key

Allows you to receive a second call while you are using your phone, so you don't have to worry about missing an important call.

To use Call Waiting:

• When you are already talking on the phone, you will hear a beep to let you know that a call is waiting.
• Press the receiver, flash or link button and release. Your first call is put on "hold" and you are connected to the second caller. You can alternate between calls each time you press and release the receiver, flash or link button. Each conversation is private.
• To end the first call before answering the second, hang up. Either call will terminate once a caller hangs up.

See the name and number of the incoming caller before you answer the phone.  This feature helps you to identify annoying or harassing calls and gives you peace of mind.

To use this feature, you will require a call display-compatible telephone with a display screen.

Forward your incoming calls to another number. Call Forwarding is convenient for when you do not want to miss an important call.

To use Call Forwarding:

• Lift the receiver and listen for the dial tone and dial * 72.
• Dial the phone number where you want your calls forwarded. For long distance entries, remember to include the " 1" and area code.
• Call Forwarding is activated when the destination number is answered. If you receive a busy signal or no answer, hang up and repeat the process within two minutes.

To deactivate your Call Forwarding, or change the number your calls are being transferred to, just dial *73 to deactivate.

Selective Call Forwarding

Selective Call Forwarding allows you to choose which incoming calls to forward.

To use: Dial *63 and follow the voice prompts.

To deactivate: Dial *83 and follow the voice prompts.

Remote Call Forwarding

Call forwarding must be active on your account before remote access will be enabled. A pin is required to access remote call forwarding.

Dial the remote access number:

• Prince Rupert coax: 250-624-1234
• Prince Rupert fibre: 250-627-1234

When the voice prompt comes up dial the home phone number followed by your 5-digit PIN and the # button.

Dial *72 and the number you are forwarding calls to.

To deactivate, follow the steps above, but dial *73 instead.

This feature lets you set the phone to wake you up or for reminder calls!

Once you have received your wake up/reminder call, you may reset this service for another time. It's more dependable than an alarm clock! Use it to remind you of appointments, to take medication, etc.

To use Call Wake Up-Reminder Call:

1. Lift the receiver.
2. Dial *51
3. Enter the time you wish to be called using the 24 hour clock. The time entered must be four consecutive digits ranging from 0000 to 2359.
4. After you have entered the time, dial #.
5. Your phone will ring at the time you've set and you'll receive an announcement.
6. The time entered must be at least 15 minutes from the present time.
7. This service must be reset every day.
8. Only one wake up/reminder call can be put on a line at any given time.

To deactivate Call Wake Up-Reminder Call: Lift the receiver and dial *52.

This feature will enable you to automatically redial a busy number.

To use Ring Again:

• Upon reaching a busy number, press the receiver, flash or link button for 2 seconds and dial *77.
• When the busy line is free, you will hear a distinctive ring. You must lift the handset during the ringing cycle for your call to be connected. If you answer it, it will then ring through to the number you called.     
• The telephone system will check the number you dialed for 30 minutes. When the line is free, you phone will ring.

To deactivate Ring Again: Lift handset, wait for a dial tone and press *86.

Plays a recording telling you the last number who called you.

To use Automatic Recall:

• Dial *69. Automatic Recall service will tell you the last number that called you.
• Follow the voice prompts if you wish to return the call, otherwise hang up.

Allows you to add a third party to a local or long distance conversation.

To use 3-Way Calling:

• Establish your first call. Someone can call you or you can them.
• Press the receiver button for 1 second and release. This puts the person on "hold". You will hear a dial tone.
• Listen for two short beeps followed by a dial tone. Dial the third person's telephone number. When they answer, press the receiver, link or flash button for 1 second to establish your 3-way connection. If the line is busy or not answered press and release the receiver, link or flash button twice to return to the person on hold.

Selective Call Rejection allows you to define a list of up to 12 phone numbers that will not ring through to your line.

An incoming call from one of those 12 numbers is rerouted to a recorded message that says "The party you are trying to reach is not accepting calls at this time. Thank you and goodbye". Your phone will not ring.

To use Selective Call Rejection:

Dial *60 and follow the recorded instructions.

The recorded instructions for Selective Call Rejection includes:

• 3 to turn "on" or "off"
• 1 to listen to your list
• # telephone number # to add a number to your list
• * telephone number * to delete a number from your list
• 0 for help

When you subscribe to Call Guard, you will be assigned a PIN.

To Activate Call Guard:

• Lift handset and wait for dial tone.
• Dial *92. A recording will tell you to enter your PIN followed by the # sign.
• Hang up. Call Guard is now activated. Unless you deactivate Call Guard (see below), long distance calls may only be made using the PIN.

Once you have activated Call Guard:

• Pick up the phone and dial as you normally would for long distance. Every time you dial long distance, a voice recording will prompt you to enter your PIN followed by the # sign.
• Once you have entered your PIN, your call will go through.

To Deactivate Call Guard:

• Lift handset and wait for dial tone.
• Dial *93. A recording will tell you to enter your PIN followed by the # sign.
• Once entered, a recording will inform you that Call Guard has been deactivated.

Dial *67 before dialing each call.

Automatically rejects calls from numbers withholding identification. Callers will hear a recording instructing them to hang up, remove their ID block and call again.

Press *77 to activate this feature.

Press *87 to deactivate this feature.

Not available over twisted pair.

Trace the last person who called you. Only released to appropriate officials. 

To use this feature, dial *57

Takes messages for you at any time, whether you're away from your phone or already on your line. 
With Voicemail service, you do not miss a call. When your phone is busy or you are away from your phone, calls are forwarded to your Voicemail

box where the caller can leave a message. The message is stored for you to retrieve at your convenience.

You can retrieve your messages at anytime from anywhere!

VOICEMAIL FEATURES (Standard Voicemail)
Personal greeting length	1 min
Mailbox size	100,000 KB
Maximum number of messages	Unlimited
Maximum message length	1 min
Future delivery message delay (days)	N/A
Ability to send messages to other users	Yes
Number of contact groups	10
Maximum number of contacts per group	65
How long messages are saved in trash folder	14 days
How long unread messages are stored	14 days
How long are saved messages retained	Unlimited
Maximum number of additional numbers	2

How to Access your Voicemail

You can access your voicemail direct from your CityWest phone or using any other phone.

→ Press *98 to access your voicemail directly from your CityWest phone.

→ Dial the voicemail access number set-up for your community to access your voicemail from your cellphone, or from any other telephone. Then you will need to enter the 10-digit phone number for the mailbox you wish to access.

Voicemail Access Numbers:

• Bella Coola: 250-799-0521
• Cortes Island: 250-935-0588
• Daajing Giids: 250-559-2601
• Denman Island: 250-335-4763
• Fraser Lake: 672-646-6245
• Hartley Bay: 250-841-1015
• Hazelton: 778-641-6245
• Houston: 778-642-6245
• Hornby Island: 250-335-4763
• Kitimat: 778-631-6245
• Kitwanga: 672-644-6245
• Lax Klan (Kitkatla): 250-848-4343
• Lax Kw'alaams: 672-647-6245
• Masset/Old Massett: 250-626-2534 
• Port Ed/Metlakatla: 778-629-6245
• Prince Rupert (fibre): 250-627-6245
• Skidegate: 250-559-2601
• Smithers: 778-640-6245
• Terrace: 778-634-6245
• Tlell: 250-557-0218
• Vanderhoof: 672-645-6245

How to set up your Voicemail for the first time:

First-time sign-in involves three steps: first you must create your PIN, then you must record your recorded name and finally you must choose a greeting to play

to callers before they leave a message. The greeting and recorded name are played each time a caller accesses your mailbox to leave a message.

→ Press * 98 or dial the voicemail access number for your community.

→ Listen to the recorded instructions and follow the Voicemail set-up prompts.

Note: You can end the set-up process at any time by hanging up the phone and you will be prompted to complete the remaining steps in the set-up process.

Create your PIN:

First, to secure your account, you must set up a new PIN. A prompt asks you to enter a new PIN, and explains the length of PIN allowed.

→ Enter a new PIN, pressing # when finished.

→ Confirm the new PIN by re-entering it and pressing #.

Note: If you wish to change your PIN Press *319. If you forget your PIN, please dial 611 for assistance.

Record your name:

Next, you are prompted to record your name. This is used for some system generated announcements, for example when greeting your callers or when you leave messages for others.

→ Record your name and press # when finished. An announcement plays your recording back to you.

→ Press 1 if you want to re-record it.

→ Press # if you want to keep it.

Note: If your recording is too long, you will be asked to re-record a shorter version.

Choose a greeting:

Once you have successfully recorded your name, you are prompted to select a greeting. This is the last step in setting up your Voicemail. You can use a number of different types of greetings.

→ Press 1 to record your own personal greeting.

→ Press 2 to use a system-generated greeting that announces your recorded name.

→ Press 3 to use a system-generated greeting that reads out your phone number.

→ Press 4 to use a system-generated greeting that neither announces your name nor reads out your phone number.

→ Press 1 to make a change.

→ Press # to save it and use it as your greeting.

Mailbox Main Menu:

The Main Menu is the starting point for using your Voicemail box. Press * 98 to enter, and you will be notified of the number of new, skipped and saved messages in your mailbox. The prompt choices are:

→ Press 1 to listen to your messages, if you have messages.

→ Press 2 to send a new message to another CityWest Home Phone subscriber.

→ Press 3 to work with your greetings.

→ Press 4 to change your mailbox settings.

→ Press 6 to manage any erased messages.

→ Press 7 to log in again as a different subscriber.

→ Press 0 to listen to helpful hints.

→ Press * to exit the Main Menu.

Message Notification:

The Voicemail system notifies you when you have new messages. The choice of indicator depends on the type of telephone you use. When new messages arrive, you hear a stutter-tone upon lifting the phone receiver. If your phone has a message waiting light, the message light is lit as well. If you are away from your phone and want to know whether messages arrived, the Voicemail system will inform you upon entering your Voicemail box.

Listening to your messages:

Press * 98 to enter the Main Menu, then choose option 1. After each message has played, you have the choice of the following options. You can also select these options at any time during the playback of the message:

→ Press 1 to play the message again from the beginning.

→ Press 2 to save the message and go to the next message. This will store the message and mark it as a saved message.

→ Press 3 to erase the message.

→ Press 4 to reply to the message.

→ Press 5 to forward the message to another CityWest Home Phone subscriber.

→ Press 11 to return to the previous message.

→ Press # to leave the message as new and go to the next message.

→ Press 66 to hear details of the date and time of the message, and the caller’s name or number.

→ Press * to go back to the Main Menu.

Note The Voicemail box is entirely voice instruction driven. All activities performed within the mailbox are guided by introductory verbal instructions. When you are familiar with the mailbox menus, you can enter the menu choices immediately and bypass the verbal instructions.

Using the skip PIN feature:

The Voicemail system allows you to control whether your password (PIN) is required to access your mailbox through your home phone. Access from any other phone will always require your password.

→ Dial into your mailbox.

→ Press 4 to go to Mailbox Settings.

→ Press 3 from the Security Options menu to change whether or not you need to enter your PIN at login.

Note: This feature saves time, but significantly reduces the security of your account. It means that any person with access to your phone will be able to listen to your Voicemail messages, and to assume your identity when sending messages.

Helpful Hints:

While navigating through the voicemail menus you can press the following common keys at any point. They behave in the same way whichever menu you are listening to.

→ Press 8 to pause all activity for 30 seconds, and then you return to the beginning of the section you are listening to. While the activity is paused, you can also press any key to return to the beginning of the section without having to wait for 30 seconds.

→ Press * to perform one of two functions, depending on what you are doing at the time. When recording a message or entering numbers, it cancels the current input, and you are prompted to enter the input again. Otherwise, it takes you back one step on the menu system.

→ Press # to perform one of two functions, depending on what you are doing at the time. When recording a message or entering numbers, # is used to indicate the end of your input. Otherwise, it is used to move forward to the next list of menu options. i.e. if you don’t wait for the attendant to finish talking, press # to skip to the list of menu options.

→ Press 0 on the main menu to hear more helpful hints about your CityWest Voicemail feature.

Allows you to receive a second call while you are using your phone, so you don't have to worry about missing an important call.

To use Call Waiting:

• When you are already talking on the phone, you will hear a beep to let you know that a call is waiting.
• Press the receiver, flash or link button and release. Your first call is put on "hold" and you are connected to the second caller. You can alternate between calls each time you press and release the receiver, flash or link button. Each conversation is private.
• To end the first call before answering the second, hang up. Either call will terminate once a caller hangs up.

See the name and number of the incoming caller before you answer the phone.  This feature helps you to identify annoying or harassing calls and gives you peace of mind.

To use this feature, you will require a call display-compatible telephone with a display screen.

Forward your incoming calls to another number.

Call Forwarding is convenient for when you do not want to miss an important call.

To use Call Forwarding:

• Lift the receiver and listen for the dial tone and dial * 72.  
• Dial the phone number where you want your calls forwarded. For long distance entries, remember to include the " 1" and area code.
• Call Forwarding is activated when the destination number is answered. If you receive a busy signal or no answer, hang up and repeat the process within two minutes. 

To deactivate your Call Forwarding, or change the number your calls are being transferred to, just dial *73 to deactivate.

Selective Call Forwarding

Selective Call Forwarding allows you to choose which incoming calls to forward.

To use Selective Call Forwarding: Dial *63 and follow the voice prompts.

To deactivate Selective Call Forwarding: Dial *83 and follow the voice prompts.

Remote Call Forwarding

Call forwarding must be active on your account before remote access will be enabled. A pin is required to access remote call forwarding.

Dial the remote access number:

• Bella Coola: 250-799-0519
• Cortes Island: 250-935-0587
• Denman Island: 250-335-4762
• Fraser Lake: 672-646-1234
• Hartley Bay: 250-841-1016
• Hazelton: 778-641-1234
• Houston: 778-642-1234
• Hornby Island: 250-335-4762
• Kitimat: 778-631-1234
• Kitwanga: 672-644-1234
• Lax Klan (Kitkatla): 250-848-4340
• Lax Kw'alaams: 672-647-1234
• Masset/Old Massett: 250-626-2533
• Port Ed/Metlakatla: 778-629-1234
• Prince Rupert (fibre): 250-627-1234
• Skidegate: 250-559-2600
• Smithers: 778-640-1234
• Terrace: 778-634-1234
• Vanderhoof: 672-645-1234

 

When the voice prompt comes up dial the home phone number followed by the 4-digit PIN and the # button.

Dial *72 and the number you are forwarding calls to.

To deactivate, follow the steps above, but dial *73 instead.

You can ask your CityWest Home Phone Service to call you back to serve as a reminder or wake-up call.

For onetime reminders: 
→ Press *310 to turn reminders on. Press *311 to turn reminders off.
→ Press *312 to disable one reminder
→ Press *313 to check reminders

For regular reminders:

→ Press *314 to turn reminders on. Press *315 to turn reminders off.
→ Press *316 to disable one reminder
→ Press *317 to check reminders

This feature will enable you to automatically redial a busy number.

To use Ring Again:

• Upon reaching a busy number, press the receiver, flash or link button for 2 seconds and dial *77.
• When the busy line is free, you will hear a distinctive ring. You must lift the handset during the ringing cycle for your call to be connected. If you answer it, it will then ring through to the number you called.
• The telephone system will check the number you dialed for 30 minutes. When the line is free, you phone will ring.

To deactivate Ring Again: Lift handset, wait for a dial tone and press *86.

Plays a recording telling you the last number who called you.

To use Automatic Recall:

• Dial *69. Automatic Recall service will tell you the last number that called you.
• Follow the voice prompts if you wish to return the call, otherwise hang up.

Allows you to add a third party to a local or long distance conversation.

To use 3-Way Calling:

• Establish your first call. Someone can call you or you can them.
• Press the receiver button for 1 second and release. This puts the person on "hold". You will hear a dial tone.
• Listen for two short beeps followed by a dial tone. Dial the third person's telephone number. When they answer, press the receiver, link or flash button for 1 second to establish your 3-way connection. If the line is busy or not answered press and release the receiver, link or flash button twice to return to the person on hold.

Selective Call Rejection allows you to define a list of up to 12 phone numbers that will not ring through to your line.

An incoming call from one of those 12 numbers is rerouted to a recorded message that says "The party you are trying to reach is not accepting calls at this time. Thank you and goodbye". Your phone will not ring.

To use Selective Call Rejection:

Dial *60 and follow the recorded instructions.

The recorded instructions for Selective Call Rejection includes:

• 3 to turn "on" or "off"
• 1 to listen to your list
• # telephone number # to add a number to your list
• * telephone number * to delete a number from your list
• 0 for help

Call Guard protects you from unwanted charges by customizing your phone service to stop certain types of outgoing calls. Best of all, you are given a Call Guard PIN, which will allow you to call any number from your telephone. You will have control over the use of the phone and long distance phone charges!

Call Guard stops the outbound dialing of certain types of numbers including:

•      All long distance numbers
•      1-800 numbers
•      1-900 numbers
•      Operator Assisted Calls (0+)
•      Directory Assistance (both local and long distance)

Call Guard does not restrict the following types of calls:

•     911 calls
•     Collect or third party calls. 
  

Instructions:

• Press *341 to bar all but emergency calls. Press *351 to enable all calls.

• Press *342 to bar all national and international long distance calls.

• Press *352 to enable.

• Press *343 to bar international calls only. Press *353 to enable.

• Press *344 to bar all operator calls. Press *354 to enable.

• Press *346 to bar all premium rate calls. Press *356 to enable.

Prevents your name or number from displaying on someone's Call Display unit.

Call Blocking prevents your name and telephone number from appearing on the Call Display of the person you are calling.

To use Call Blocking:

Dial *67 before dialing each call.

Automatically rejects calls from numbers withholding identification. Callers will hear a recording instructing them to hang up, remove their ID block and call again.

Press *77 to activate this feature.

Press *87 to deactivate this feature.

Trace the last person who called you. Only released to appropriate officials. 

To use this feature, dial *57