Frequently Asked Questions - Powerline

Getting Started/General Inquiries

I'm a new user on the Powerline system & I just don't know where to get started on setting my system up, can you help me?
First we suggest reading the manual and watch the video to get a good basic understanding of the program. Once you've done this, familiarize yourself with the system by following the Quick Start Guide in step six of your manual.

What is my mailbox number?
Shared Powerline IVR mailbox numbers consist of seven digits and begin with "10." In a Corporate Powerline IVR system, the master mailbox is identified by the toll-free number. In a Personal Powerline IVR system, the mailbox is also identified by the toll-free number.

I am a new lender and heard this system was a necessity. Can you get me started in the right direction?
I really don't know where to begin? We have a marketing staff that can assist you with advertising and business strategies for use of Powerline. Please call 800.882.9155 or send email to support@archtelecom.com for assistance.

Does Arch provide service for new toll-free prefixes?
Yes we can. Arch currently assigns 800, 866, 877 and 888 numbers and in most cases can can be transferred into our network. Contact an Arch representative for more information.

I've lost my manual for my Powerline system would like another copy.
You may download either version of the manual from our website for free or we can mail a hard copy to you for $25.00.

I don't like my phone number. Can I choose a new one?
No. All toll-free numbers are assigned randomly. Unfortunately, due to the scarcity of 800 numbers, Arch can not provide you with an 800 number of your choosing. We can, however, reassign a new number at random for an additional fee of $50.

Password

Do I have the capability of changing my password?
Yes. From the main menu of your system select option 9 for personal options, then 4 for administrative options, and 1 to change your password.

My password is not working.
Make sure that you are pressing the '*' key before entering your password. If your password is still not working, contact an Arch representative.

Pager Inquiries

Does my Personal or Shared Powerline mailbox support more than one pager?
Yes.Your system can be set up for dual paging for no additional cost to you. This feature will allow 2 separate pagers to be paged simultaneously. Your system can also be set up to notify as many cell phones as you want, provided the cell phone has email text messaging. However, we cannot program different notifications for each extension. This would require the purchase of separate mailboxes. Contact an Arch representative to set up dual paging.

I have my pager setup in my system but I'm not receiving my pager notification.
Confirm that pager configuration has been enabled. We also suggest you call your pager number directly. Not receiving your Powerline pages could be caused by a number of things but in most cases can be easily fixed. Notify an Arch representative of the situation.

Am I charged for the pager notifications that are being sent from my Powerline system?
No. Arch Telecom does not charge you for pages sent to you from your Powerline system.

What kind of pager do I need to use with my Powerline system?
Arch system supports most pagers. If you do not have one and are going to purchase a pager, a basic numerical pager with local service will be suffice.

My cell phone has paging and email capabilities. Can I integrate it with Powerline?
Yes. We can integrate "email paging" with your Powerline. Email paging allows us to send messages to regular internet email addresses, PCS wireless telephones that subscribe to email text messaging, and alphanumeric pagers that support email. This feature requires special programming and can take up to 48 hours to set up. Contact Arch's customer service to have this set up on your Arch account.

How important is it to integrate my pager with my Powerline system?
The pager is the only tool that enables Arch to notify you immediately of your leads regardless of where you are. The power of the pager can not be overstated. Integrating your pager with Powerline will be the most profitable application of your system.

I hate pagers. Is there any other method of immediate notification?
Yes. Email paging allows messages to be sent to your email address instead of a pager. Email paging also works with PCS cellular phones if you subscribe to text messaging.

Some phone numbers I try to call back give me a message that says the number has been disconnected. Can you explain why this happens?
Some calls to your system will be from a cell phone to which the cellular carrier does not provide a direct number. The carrier instead provides a trunk number that gives you the "disconnected" message.

Report Inquiries

Can you explain what a "call detail report" is?
A "call detail report" is a report you can request by fax or Internet. This report lists all calls to your Arch number since your last request or calls within a particular date range.

Can my Powerline system be set up to send my "call detail report" automatically without having to request it every day?
Yes. Your "call detail" report can be sent to you automatically on a daily basis or a weekly basis by email. You will need to contact your Arch sales representative to submit your order for such request or send your e-mail request to belinda@archtelecom.com and title it "Add Scheduled."

How far back can I request my "call detail report"?
Call records are available for 90 days.

Why are there more calls on my faxed call detail report than my Internet call detail report for the same date range?
Under Calls to Include on your Powerline Report, confirm that all types of calls are checked. Having the ability to select/deselect the types of calls your report pulls allows you to "unclutter" your report and focus on the specific types of calls you want t see.

Please explain why names & addresses are not being given on my call detail report. Unfortunately the phone number is not always available on the database we use to match phone numbers with a name & address. The database is updated regularly in our pursuit to provide our customers more information.

I was demonstrating my IVR system and I made a call into my 800 number, however the call I made did not register on the fax-on-demand "call detail report." When I retrieved the same report via the Internet, there were fewer calls. Can you explain why?
Yes. The Internet call detail report does not report hang up calls, i.e. calls that do not access an extension. However, the same report requested by fax will report these "hang up" calls.

Can I request my "call detail report" more than once a day?
Yes. You may request the "call detail report" as often as you like via the website or by any telephone.

Can I request a "call detail report" for just one of my listings?
Yes. This report can be retrieved by fax or via the Internet. When retrieving the report via the Internet, you may want to specify the extension in the "columns to include" field. To request this report by fax you will select options 7,8,2 & 1 from the Main Menu of your IVR system.

I need a report that you don't have. Can you customize one?
You can refer to www.archtelecom.com for additional available reports. We may be able to create a new one if necessary depending on your needs. Call your Arch representative for more details.

How can I retrieve a "call detail report" for all of the mailboxes on my Corporate IVR system?
You will need to request that your system be set up for Master Mode access. This will allow you to retrieve a call detail report for the entire system with just the Master Mailbox password.

Listing (Extension) Inquiries

Can you explain the different types of listings I can create on my Powerline IVR system?
There are 4 different types of listings:

1. Regular IVR listing- this type of listing will play a message that you have prerecorded. The caller is then given the options of repeating the recording, leaving a voice-mail response, receiving additional information by fax( pre-loaded by you), getting information on another listing or being connected to a live person.
2. Fax on Demand- this type of listing will play a brief prerecorded message, however the only option available to the caller after the recording is to receive a fax-on-demand. The fax is only available after you have loaded it.
3. Shadow listing- a shadow listing copies another listing within the same or separate IVR mailbox.
4. Direct connect listing- this type of listing works like the "zero transfer" feature except the callers use an extension number instead of zero on the telephone to initiate the transfer.

What is the difference in the Personal, Corporate & Shared system?

Here are some of the of the differences on the IVR systems:

1. Personal system- Includes one master mailbox. Requires setting up the master greeting, pager configuration & zero transfer feature. This system only allows one pager number to be configured.
2. Corporate system- Includes one master mailbox and additional mailboxes for additional users. Requires setting up all of the same features as the Personal system. The master greeting will be shared by all users on the system and must be set up in the master mailbox. All multiple users on this system have the capability of setting up their own pager configuration and zero transfer features.
3. Shared system- Includes one user mailbox. Does not allow master greeting set-up as it is pre-recorded by Arch. Includes pager notification and zero transfer capability. This system allows only one pager number to be configured.

All of these systems require that the listing be set up by the user(s).

When I'm recording a listing do I need to instruct the callers to press '3' to receive faxed information?
No. Regular IVR listings will give the callers additional options after listening to a description of a property. The system will only give callers the fax back option when there is faxed information attached to it.

How can I inform callers of all my available listings?
You would simply create a listing recording that provides a list of all your available listings. To create this "index" you would use the same procedures for creating a regular IVR listing. We recommend you prepare scripts prior to recording any listing.

How do I change a shadow listing to a regular IVR listing?
To change any type of listing to a different type, first delete it then re-create it as a new regular IVR listing.

If I need to make changes to one of my recorded listings do I need to re-record the entire listing?
Yes. If you need to make any changes to the recorded information on a particular listing, you will need to use the procedures for changing a listing. Keep in mind that if you have fax information attached to this listing and you delete it, then recreate it, the fax information will also be deleted. You must reload fax information you want available on the new listing. Therefore, we recommend that you change a listing instead of deleting it. If you want to make a change to the recording and have not saved it or hung up the phone, you can add to the recording part of the listing.

Is there a limit on the amount of time available to record on my listings?
Yes. The maximum length of time for a listing recording is 5 minutes. If necessary, your Arch representative can arrange for increased time.

How do I know what listing numbers to use?
If you have a Personal IVR system you can use any listing numbers from 200-999. If you are a user on a Corporate IVR system you will need to contact the IVR administrator within your company for your assigned listings numbers. Arch will assign listings numbers only to Shared IVR users.

If I need more listings what is the cost for additional listings?
There is no fee for additional listings. Your Powerline IVR system is initially set up with 20 listings per mailbox, but we provide unlimited listing capacity for all of our systems. Customers may raise the ceiling for their available the customer can implement on their own.

What is a source digit and why should I add them to my listings?
A source digit is used to determine which source of advertising the caller is responding to. Source digits help you track the effectiveness of your various advertising media without having to use a different listing for each. Assign a single digit to each medium and put it at the end of your listing in the ad. Do not attempt to program the source digit in you Powerline or other IVR system as part of your listing; they will not be accepted.

What series of numbers can I use as my source digits?
Any digits from 0 through 9. The absence of a source digit may also be used to identify your advertising source.

I can't seem to remember what listings I currently have active on my Powerline IVR system, is there any way for me to find out?
Yes. Arch has produced an active listing report that can be retrieved via the internet from the Custom Reports page or from the Main Menu of your IVR system. The report number is 312.

Billing Inquiries

For your convenience, we now have an account balance/payment inquiry line. You can now call 800-882-2849 to get automated information about your accounts. You will need your account number and billing zip code. You can check balances, get our mailing address or pay by credit card on this line.

Am I charged for retrieving call detail reports via the Internet?
No. You can always access call detail records for your system free of charge from our website at www.archtelecom.com.

How do I get billed for the "fax-on-demand" feature on my IVR system?
You are billed at your regular per minute rate in six second increments.

I received my monthly billing statement and there are calls on my statement that have incurred charges but I have not advertised my toll-free number yet. Can you explain these charges to me?
Because your toll-free number is activated upon our receipt of your activation fee, your number can receive calls and incur call charges EVEN IF YOU HAVE NOT SET UP OR ADVERTISED. If a caller unintentionally dials your number and connects to your system, you are responsible for those charges. This is standard for a toll-free service, not just that which is provided by Arch Telecom. Arch gives you the option to add "ANI Blocking" or "ANI Passing" features to your system. These features allow or deny calls from specific area codes access your toll-free 800 number. While this does not eliminate misdial or hang up calls, it will substantially reduce the number of these calls.

When I'm setting up or accessing my Powerline system, am I being charged?
Yes. You are charged for all calls to your 800 number, including administrative calls made by yourself.

How am I being billed for calls that have "zero transferred" into my Powerline 800 number?
These calls are billed at your normal per minute rate in 6 second increments.

Transfer Capabilities

Can a "direct connect listing" transfer number include an extension?
No. Only on the "zero transfer" feature can include an extension with the transfer number.

Can I have more than one "zero transfer" number programmed on my 800 number?
Yes. If needed, Arch can activate Custom Zero Transfer. This feature allows you to customize the Zero Transfer by extension. Arch also has a '9' transfer available now that that is available from all extensions and is commonly used in an agent/lender business relationship. '9' transfer must also be activated by an Arch representative.

Can you explain the concept of the "zero transfer" feature?
The "zero transfer" feature allows your callers to be transferred to a telephone number you designate simply by pressing '0' on their telephone. You may change the "zero transfer" settings as often as you like, to accommodate varying locations or schedules. The purpose of the feature is to maximize your accessibility to your customers.

May I disable the "zero transfer" feature on my Powerline system?
Yes. From the Main Menu you can select option 9 (for personal options), 5 (for call routing) & then 2 (to disable zero transfer). However, if you choose to disable the "zero transfer" then the caller's only option to reach you is by leaving a voice-mail response.

Can the zero transfer number I configure include an extension?
Yes, however this is something that involves internal programming by our technicians and takes anywhere from about 24 to 48 business hours to program.

Fax-On-Demand

Do I need to set up the recording part of the listing first before I load the fax-on-demand documents?
Yes. The recording part of the listing has to be created before being able to attach a fax document to it.

How do I make changes to the fax information associated with the "fax-on-demand" feature on my Powerline system?
You will use the same procedures that were used when first loading these documents. The new fax will override the existing documents.

I have followed the instructions step-by-step for "fax-on-demand" and the voice system at the other end keeps telling me "that is not a valid quickload number." What am I doing wrong?
It is possible that your fax machine is not set in an interactive mode. DO NOT hit the START key until AFTER you enter the quickload number.

Can you explain what a quickload number is?
Yes. A quickload number is a 14-digit database number that identifies a fax image with an IVR system & listing. A quickload number is used when you are setting up the fax-on-demand feature on your Powerline IVR system. Quickload numbers are created by your system the moment you create a listing . The quickload number does not change unless you change your password.

If I want to implement the fax-on-demand feature on my Powerline system, will I need to set up a dedicated fax line to be able to provide fax information to callers?
No. For the fax-on-demand feature all you need to do is follow the "quickload method" set up instructions provided in your manual. A dedicated fax line is not needed for this feature.

How do I delete the fax information attached to a listing?
You will need to delete the listing.

My manual refers to some "direct response reports" that I can offer to my callers to generate leads. Where can I find such reports?
When you subscribed to Powerline 800 system, the marketing & technical package sent to you included a diskette or CD that includes these files. There are reports, ads and letters on the disk. The ad and letters are templates that you need to customize and personalize.

How do I set up the direct response reports on my Powerline system?
You can either provide them as fax-on-demand documents from listings or in your listing recording ask them to leave a voice mail message with their name and address.

Is it possible to disable the voice-mail option on my Powerline system?
Yes it is. This will be a fundamental change to your system and requires programming by an Arch technician. This change will affect all of your existing listings as well as any future listings you create. Programming will take anywhere from 24-48 business hours to complete.

How am I notified when someone leaves a voice-mail message in response to a listing?
When a new voice-mail message is delivered, you will get a page starting with the digit "4," followed by the 10-digit number of the person who left the message, followed by the listing number that the caller requested information on (EXAMPLE: 4-512-555-1212-2008).

Is it possible to cancel my service with Arch but keep my toll-free number?
Possibly. However, Arch Telecom reserves the right to deny the request to transfer a number based on past credit history or insufficient historical means. Any outstanding charges on the account can also hinder the request of a transfer. Please contact an Arch representative if you have any questions about transferring a toll-free number.