Questions And Answers For Customers

1. What is Internet Call Director?

Internet Call Director uses a 'pop-up' window to notify you of incoming calls while you
are on the Internet. This window appears on your computer screen with the caller's name
and telephone number. Several buttons give you the option of answering the call,
providing the caller with a greeting, or forwarding the call to another line (local telephone
number) or Personal Voice Mail.

2. What are the benefits of Internet Call Director?

The benefits of Internet Call Director are as follows:

Saves the cost of a second phone line. Gives you complete control over how you handle
your calls. Ensures that family members don't miss any calls when someone is online.
Logs all calls received with date, time, name and phone number. Automatically monitors
calls when you're online

3. How does the service work?

Internet Call Director monitors your telephone line when it is busy. If you receive a call
while on the Internet, the call forwards to our Internet Call Director server, which collects
the Caller ID information, then sends it across the Internet to your screen. While the 'pop-
up' window showing the caller information is on your screen, you can select one of the
following call management features to handle the call:

• Answer - The caller is advised you wish to take the call. The call is held while
you disconnect from the Internet, then the call is sent through (your phone will
ring). When you are finished with the call, just reconnect and you are back on the
Internet.

For High Speed Internet users, there is no need to disconnect from the internet. Simply hang up on
the call you are currently on and select answer the call from the ICD pop up options and your 2nd
call will be sent through to your phone."

• Forward - If you have a cellular or a second line, you can select Forward and the
caller will be transferred immediately to the number you choose (local numbers
only).
• Voice Mail - The caller is advised that you have been notified of their call and is
asked to leave a message. If you do not have Personal Voice Mail, the caller is
told to try back later.
• Play Message - The caller is advised that you are not answering and is asked to
call back later. Customers who subscribe to Personal Voice Mail will have their
calls forwarded to their mailbox.
 4. What happens if the ICD customer ignores the incoming call and makes no
selection?

After the requisite number of rings the caller will be forwarded to Voice Mail or if the
customer does not have Voice Mail to the Call Back Later recording. NOTE: Incoming
callers will typically hear 3 rings before forwarding to the ICD server, then 4-5 rings
while the ICD server notifies the subscriber of the call and gives the subscriber an
opportunity to select call treatment.

5. How can I order Internet Call Director?

Internet Call Director can be ordered through the Internet at www.telus.com/icdirector or

by calling TELUS.

6. How long does it take to become operational?

• Web page order - Up to three business days.

• Customer Service order - same day.

7. What equipment and software do I need in order to subscribe to Internet Call

Director?

• A high speed or dial up internet connection, and

• Internet Call Director software (provided when you subscribe)
• 486 computer minimum running Windows 95 or Windows NT with a 14.4 KBPS
or better modem
• Macintosh with PowerPC chip with - System 8 or 9, 16 Mbytes of RAM & a 14.4
KBPS modem or better
• A dial-up connection to an Internet Service Provider
• 400 Kbytes of free disk space

8. Is the service available in my area?

Internet Call Director is available to all single line business and residential customers
province wide.

9. How much does Internet Call Director cost?

Internet Call Director costs just $4.95 a month and is added to your monthly phone bill.

10. Do I need a special modem?

No. But a 14.4 KBPS or faster modem is recommended.

11. Do I need to subscribe to Call Display and Call Waiting?

No you do not need to subscribe to either of these services in order to use Internet Call
Director. The Internet Call Director service provides you with the callers' name and
number on your PC screen while you are connected to the Internet.

You may still want to subscribe to Call Display and/or Call Waiting for other phones in the house, when
you are not at your computer.

12. I do not subscribe to Personal Voice Mail. Will I have to get PVM?

No. Internet Call Director will work without Personal Voice Mail. You will simply have
one less option for dealing with incoming calls.

13. If I subscribe to Call Waiting, how will this affect Internet Call Director?

For ICDIR to work, Call Waiting must be disabled when you connect to the Internet. You
probably do this already by entering *70,/70# in your modem's dial up string.

14. Does Internet Call Director work with an answering machine?

Internet Call Director has no effect on your answering machine.

15. Does Internet Call Director give the same information as Call Display when
someone calls from a cellular phone, large business, or private number?

Yes. The Internet Call Director service uses the same Caller ID information.

16. How much does the cost of Internet Call Director compare to the cost of a second
phone line?

For $4.95 per month, Internet Call Director allows you to identify calls you receive while
on the Internet, but you must still disconnect from the Internet to take the call if you have
only one telephone line. At approximately $ per month, an additional line is more
expensive, but it allows you to take incoming calls without disconnecting from the
Internet.

17. I would like to try Internet Call Director on my business line. Is this possible?

Currently, Internet Call Director is intended for residences and small businesses with one
or two phone lines. Businesses with CENTREX lines cannot currently subscribe.

18. I would like to try Internet Call Director on my Smart Ring number. Is this
possible?

Yes. There is no extra charge to include a Smart Ring number with ICD.

19. Does Internet Call Director make an audible ringing sound when calls come in?
Internet Call Director has the capability of audible ringing, which is great if you have to
leave your computer for a minute. You need a sound card in your PC for this to work.

20. Does Internet Call Director work with any Internet Service Provider?

Internet Call Director will work with any Internet Service Provider.

Internet Call Director works with AOL so long as you have AOL 3.x software and
Windows 95 on your PC. Older versions of AOL (before version 3) will not operate
properly with Internet Call Director. AOL 5.0 does not allow sufficient time for you to
disconnect to take a call with ICDIR however, notification of incoming calls is
unaffected.

21. I have a rotary phone. Can I still get Internet Call Director?

Yes, as long as you use Pulse Dialing to get on the Internet.

22. What is Call Forward Busy?

Call Forward Busy is a feature required by Internet Call Director. You're probably
familiar with Call Forward, a feature that lets you forward all calls to a specific number
until you turn it off. Call Forward Busy works the same way, except that all calls are
forwarded to a specified line only when your line is busy. Since it works only when it
needs to, there is no need to turn it on and off.

When you sign up for Internet Call Director, Call Forward Busy is automatically
requested for you. Charges for Internet Call Director include Call Forward Busy. Once
the programming on your line is complete, your Internet Call Director software will
display caller information while you're on the Internet.

How long does it take to download ICD?

The software and its installer totals just under 1MB in size. The software download page
shows the following expected download times:

Modem Speed Approximate time to download

14.4k 4 minutes

28.8k 3 minutes

33.6k 2.5 minutes

56.6k 2 minutes
Internet Call Director and Voice Mail Job Aid

Rule
New requests for ICD are not available on existing Octel voice mail customers.

Customer must be migrated to the new IP Messaging Platform.

Order Examples

Customer Requesting ICD and Voice Mail

Issue 'C' SW order:

+ ICD FOR VM,

+ VM or VM SIMPLE
Existing ICD Customer Requesting Voice Mail
Issue 'C' SW order

- ICD
+ ICD FOR VM
+ VM or VM SIMPLE
Existing Octel Voice Mail Customer Requesting ICD
Inform customer that they will have to be migrated to the IP Messaging Platform and
provide the User Guide and IP Messaging Access #.

Issue 2 'C' SW orders:

1st order:
- VM ENH MBX or VM SIMPLE MBX
- VM MSG ENH or VM MSG SIMPLE
- VM CF MBX (BC only)

2nd order:
+ ICD FOR VM,
+ VM or VM SIMPLE
Existing IP Voice Mail Customer Requesting ICD
Issue 'C' SW order:
+ ICD FOR VM

New requests for ICD are not available on existing Octel voice mail customers,
customer must be migrated to the new IP Messaging Platform. Otherwise the
customer will not be able to send a call to Voice Mail (all other functions will remain
the same.

Availability & Conditions

Available Not Available

Residence and business individual lines Multiline
With or without TELUS Personal Voice Mail Call Forwarding Busy (already included)
On lines with more than one ISP: screen will On a line equipped with Line or Automatic
pop up no matter which ISP is connected Blocking
Only to TELUS local access customers To Edmonton Voice Mail customers served
off the Boston platform
TELUS Dial Up and ADSL High Speed Business Measured service
Internet and Competitor Internet customers
ICD will work on more than 1 computer FCO/FX , 800 Dedicated, Centrex, ISDN
(with ICD software) on the same line: BRI, ISA

• different Operating Systems will

work

• Mac & Windows combination -

must download both software
versions, and install them on the
appropriate machines
With MAC OS X (OS 10)
Incoming ICD calls calls cannot be re-
directed to a long distance telephone number

Equipment - Customer Requirements

• Internet subscription
• Minimum Requirements:
o Windows 95 or Windows 98
o 486 (Pentium Recommended)
o 400 Kbytes of free disk space
o Internet Explorer 4.0/Netscape 4.0
 o 14.4 KBPS modem (If the customer uses telus.net as their Internet Service
Provider, they must have at least a 28.8 modem)

or

• Macintosh with PowerPC chip

• System 8 or 9
• 16 Mbytes of RAM
• 400 Kbytes of free disk space
• 14.4 KBPS modem or better (if dial-up connection is used)

Restrictions

• Not available on a line with Call Forwarding Busy (ICD includes CF BY)
• Not available on an ADSL line with CF NA (ICD includes CFNA on ADSL lines)
• Will not work on a line equipped with Per Line Block or Automatic Blocking
• Must be a direct access to Internet
• Personal Voice Mail is not provided as part of ICD Service. Personal Voice Mail
is subscribed to separately.
• Call Display and Call Waiting are not required to use ICD Service
• Not compatible or supported with fax applications.

• ICD subscriptions prior to October 1, 2000:

• Are not compatible with Windows NT or 2000

• *AOL 5.0 (America On Line) will not work with ICDIR. Customers whose ISP is
AOL 5.0 will not be able to Answer calls with Internet Call Director. AOL 5.0
uses a disconnect sequence which is too long - the call will time out. Caller will
hear fast busy or recorded message. The call will not ring at the customers line
once disconnect has occurred. Forward, Play Message and Voice Mail functions
are not affected. (AOL 3 & 4 work properly)
• To upgrade to the new ICD software, refer the customer to their Account page
from the ICD Main Window and click on the new software link.

• ICD subscriptions after October 1, 2000:

• Are compatible with Windows 95, 98, ME (Millennium), XP, Windows NT (4.0),
2000, MAC 9.04 & AOL 6.0 & 7.0
• Not compatible with Mac versions above 9.04 (i.e., 9.1 & 10).

Technical Dependencies

• The Customer must have access to the Internet through an Internet Service
Provider. Subscription to TELUS Internet service not required. Available with any
Internet Service provider.
 • NOTE: The Answer function of ICD (terminate ICD session and take call) is not
compatible with AOL 5.0. If an ICD subscriber chooses to answer the call, the
caller will reach a fast busy or recording. The call will not ring on the ICD
subscriber's line, due to the lengthy disconnect sequence with AOL 5.0. Forward,
play message and voice mail functions are not affected.

Conditions of Service

• Calls re-directed via ICD Service cannot be forwarded to a long-distance

telephone number.
• Since ICD Service utilizes the Internet, TCI assumes no responsibility for the
reliability or quality of the Customer's Internet connection, unless provided by
TELUS Internet Services.

Tariff Reference

CRTC 21461, Item 300

Features & Benefits

Features Benefits

Call Display Eliminate missed calls and provide an alternative to an additional

information telephone line.
provided via Pop
up window on
computer screen

Compatibility ICD subscriptions after October 1, 2000 (new software):

• Compatible with Windows 3.1, 95, 98, ME (Millennium),

XP, Windows NT (4.0), 2000, MAC 9.04 & AOL 6.0 & 7.0

See Order Processing for more information.

Call Handling When a call comes in, ICD subscribers can choose:
Options
• Answer - Answer the call as it comes in.
• Forward - Calls can be transferred to one of four pre-
determined numbers, selected during set-up.
• Play Message - A menu drops down with "I'll Call You
Back" and "You Call Me Back" as well as four flexible
messages that can be created, recorded and labeled by the
customer.
 • Customizable Greetings - Customers personally record all
of their "Play Message" greetings through an IVR system or
use the system defaults.

• Voicemail - TELUS Voicemail subscribers can send callers

to their mailbox.

Customizable Up to four customizable messages. Callers are more likely to

Greetings respond favorably to a customized message.

Status Indicator A light indicates the connection status that ties in with the system
Lights tray icon.

Call Navigation Customers can flip through their caller logs, call log records and set-
Buttons up their ICD service.

Caller Log Stores and retains up to 200 entries enabling customers to find
phone numbers quickly or to export to an address book program.

Auto Actions Automatic call handling options for specific numbers or for all
callers. (no fixed maximum)

• Use Auto Action for all calls when subscriber must step
away from their PC for a few minutes.
• Use Send all Calls to Voice Mail to reduce the number of
rings a caller hears before forwarding to VM.

Auto Actions increase value for ADSL users who are more likely to
leave their computers while the internet is engaged.

Nicknames Customers can attach nicknames to specific numbers that show up

in the incoming call window and caller log allowing for easy
recognition of phone numbers. (No fixed maximum)

Mute Option Turns off the sound when selected, but incoming call window
occurs as usual.

Tool Tips & User Mouse over the ICD buttons for an explanation of each feature. A
Guide more comprehensive User Guide to help customers troubleshoot
issues.

Remote Monitor calls to your home from your office PC.

Monitoring
ICD Screen Shots - What the Customer Sees:

ICD Main Window

Incoming Call ("Play Message" Example)

Key Features (Added Utility)

User Information

Sign Up

Options for Internet Call Director Signup.

1. TELUS CSR: Issue an order due dated same day. Advise customer that the
Welcome Email should arrive within 24 hours. (See Order Processing for more
details)
2. Internet: Direct customer to www.telus.com Calling Features, Internet Call
Director to complete the online form. The Welcome Email is sent within 3
business days. (orders sent to OE for manual completion)

Note: Online orders no longer go directly to the ICD server. Orders are manually
provisioned by Order Entry.

Download Procedure

Customers receive a Welcome Email confirming subscription and containing ICD

software to be downloaded.

Installing Software
 1. Locate the StartICD.exe file you have just downloaded.
2. Confirm that you are still connected to the Internet and double-click the
StartICD.exe file to begin installation of Internet Call Director.
3. Follow the instructions on-screen.
4. After the installation is completed, Internet Call Director will automatically
launch.

Note: Local Area Network connection equals High Speed Internet Access connection.

Set Up Forward Option

1. Ensure the installation is complete.

2. Click the 'Set-up' button on your ICD main window
3. Click on the 'transfer' tab
4. At this point the customer can enter up to four different numbers to which
incoming calls can be forwarded (LOCAL numbers only). When the selections
have been made proceed to step 5.
5. Click "OK" to save the changes, or "Cancel" to abort the changes. "Apply"
accepts the changes without closing the window.

Customized Greetings

1. Dial the ICD system AB 1-877-225-5426 or BC 604-291-9906 or 1-877-811-

0131
2. Enter your PIN# and phone number when prompted
3. Follow the automated voice prompts or,
4. Click on Setup
5. Choose Custom Greetings

Note: Your ICD PIN# is located under the 'Account' option from the ICD main menu.

Re-Download

Reasons for a re-download of software include moves of service or a computer crash

causing reconfiguration of system hardware (e.g.. Virus that infects the hard drive). If a
customer is required to re-download, send an email with the customer's name, telephone
number, email address and operating system to:

• AB/ BC Res - Send an email to admin.pool@telus.com

• AB Bus - Send an email to telus_oe@telus.com
• BC Bus - Send an email to homebusiness.orders@telus.com

Operation

When the line is busy, incoming calls are transferred (call forward busy) to the ICD
server to determine if the customer is currently connected to the Internet. If the customer
is on the Internet, the server will respond to the caller with ringing while simultaneously
sending the caller's name and number to the user's computer. The server will wait for up
to 18 seconds (approximately 4 rings) while the user decides how to handle the call. If the
customer is not on the Internet but the line is busy the caller is forwarded to the
customers Personal Voice Mail or to a busy signal if the customer does not subscribe to
Personal Voice Mail.

If the customer is on the Internet, the pop-up window will offer four options: Answer,
Forward, Play Message or Voice Mail.

If the customer chooses Answer:

• The caller will hear, "The person you are calling has been notified of your call.
Please wait", OR your customized greeting. (The greeting for Answer is the same
as for Forward.)
• The ICD server then prompts the customer to disconnect from the Internet. Within
a few seconds, the customer's telephone will ring; the caller will hear "Your call is
now being transferred."

*Customer must wait for their telephone to ring before answering otherwise the person
calling them will hear a fast busy.

Note: Busy callers will hear a busy tone, followed by 4-5 rings while the ICD
server notifies the ICD subscriber. Unanswered callers will typically hear 3 rings before
forwarding to the ICD server, followed by 4-5 rings while the ICD server notifies the
ICD subscriber. Use of Auto Action, Send all Callers to Voice Mail will reduce the
number of rings a caller will hear before being forwarded to Voice Mail.

Alternate Answer recordings:

• If the customer does NOT disconnect from the Internet in time, the caller will
hear, "The person you are calling is unavailable at this moment."
• If the customer does disconnect but does NOT take the call, the caller will hear
ringing.

If the customer selects Forward:

• The customer will be prompted to select one of four predetermined local

telephone numbers where the call can be forwarded
• Once the call forward to number has been selected the caller will hear "The
person you are calling has been notified of your call. Please wait, they wish to
take your call", OR your customized greeting. (The greeting for Forward is the
same as for Answer)
• The call is simultaneously forwarded and the caller hears, "Your call is now being
transferred."
If the customer selects Play Message:

• A drop down menu will appear offering one of the following 3 options.
• The caller will hear one of the two following messages as selected by the
customer:

• I'll Call You Back Message: "The person you are calling is unavailable at the
moment but will call you back. Thank you for calling," OR your customized
greeting.
• Call Back Later Message: "The person you are calling is unavailable at the
moment. Please call back later," OR your customized greeting. (The greeting for
Call Back Later is the same as for Voice Mail)

NOTE: Long Distance callers will not be charged when reaching one of these recordings.

If the customer selects Voice Mail:

• The caller will hear the following message if the customer has Personal Voice
Mail, "The person you are calling has been notified of your call. They have
requested you leave a message. Please wait, your call is being transferred to voice
mail," OR your customized greeting. (The greeting for Voice Mail is the same as
for Call Back Later).
• The caller will hear the following message if the customer does not have voice
mail, "The person you are calling is unavailable at the moment. Please call back
later."

If no selection is made the call will automatically be forwarded to Personal Voice Mail or
if the customer does not have voice mail, to the unavailable message.

Note: Busy callers will hear a busy tone, followed by 4-5 rings while the ICD
server notifies the ICD subscriber. Unanswered callers will typically hear 3 rings before
forwarding to the ICD server, followed by 4-5 rings while the ICD server notifies the
ICD subscriber. Use of Auto Action, Send all Callers to Voice Mail will reduce the
number of rings a caller will hear before being forwarded to Voice Mail.

Conditions

• Personal Voice Mail is not provided as part of ICD Service. Personal Voice Mail
is subscribed to separately.

• Call Display and Call Waiting are not required in order to use ICD Service.

• ICD is compatible with 2 or more ISP's on a single line. ICD will pop up no
matter which ISP is connected.
• ICD is compatible with 2 or more computers on a single line. The computers do
not have to share the same Operating System.
ADSL

Unanswered calls will forward to the ICD server and a pop-up window will notify the
customer of the incoming caller (in addition to pop up windows when the phone line is
busy - current ICD function). If the customer has voice mail, unanswered calls (pop-up
ignored) will forward to their mailbox. Refer to Auto Action for voice mail tips.

Benefits/Applications - ADSL vs Dial-up

Per Call/Line/Auto Blocking

Not compatible with Internet Call Director.

Call Forward Busy

Not compatible. ICD includes CF BY.

Call Forward No Answer

Not compatible on a line with ADSL and ICD. ICD S&E includes CF NA and CF BY.

Call Forward Variable

Call Forward Variable, when activated, will override ICD.

Call Waiting

Before logging onto the Internet customers should turn off Call Waiting using either *70
or 70#. (See Call Waiting for more details)

1. Double-click the "My Computer" icon on your Desktop.

o Windows 95, 98 and NT users, open the "Dial-Up Networking" folder.
o Windows ME users, open Control Panel, then the "Dial-Up Networking"
folder.
o Windows 2000 users, open Control Panel, then Network and Dial-up
Connections
o Windows XP users, choose Control Panel under the 'Other Places' heading,
then Network Connections.
2. Right-click once on your telus.net (or appropriate ISP) icon. A pop-up menu
should appear.
3. In this menu, left-click on Properties.
4. Enter '*70, ' (the comma and the space are important) before the telephone
number that is displayed in the Telephone number field. As an example, this
number should now read '*70, 555-1234' if 555-1234 is your ISP's dial-up
number.
5. Click OK.
 6. Connect to the Internet from there and have someone call you to test

If the customer does not turn off Call Waiting an incoming call may trigger "ring
through" disconnecting them from the Internet.

Once the customer logs off the Internet, Call Waiting is automatically reactivated.

Caller Reveal

UNKNOWN and PRIVATE callers will encounter Caller Reveal. The pop up window
will display the call as PRIVATE or UNKNOWN; Caller Reveal does not pass the
unblocked information to ICD.

Enterphone

Visitors to customers served by a network Enterphone system (telephone # associated

with Enterphone system) will be forwarded to the Internet Call Director server when the
customer is on the internet. The ICD pop-up window will display the name and number
associated with the Enterphone system.

Open The Door - Customers that have phone-based entry systems can now use ICD to
"buzz" visitors in with the Open Door feature while on the Internet. When they receive
an incoming Call Pop-up Window notifying them of a phone call, Open Door appears as
a subset of the Play Message button. The customer simply clicks the Open Door button.
The caller hears: "Please wait while the person you are calling arranges to open the door
for you".

Visitors to customers served by an Enterphone system that is not associated with a phone
line; the call will not forward to the Internet Call Director server (no ICD pop-up
window).

Smart Ring

Calls to the Smart Ring number will forward to the ICD server when the line is connected
to the Internet. Customers using Smart Ring for fax/modem should subscribe to Call
Forwarding Primary Number. Calls to the Smart Ring number cannot be uniquely
identified by ICD service. When selecting the 'Answer' option, the call will ring with the
standard single cadence, not the double Smart Ring cadence.

Computers Auto Disconnect Setting

ICD overrides the customer's auto disconnect setting, making the connection continue.

Customers using the auto disconnect feature will need to turn ICD off before leaving the
computer, then it will automatically disconnect after no movement.
S&E Codes & Rates

Feature S&E Codes RES RES BUS BUS

Rate Rate Rate Non
Bands Bands PIC
A-D E-G Rate

Internet Call Director ICD $4.95 $5.95 $6.95 $8.95

(Dial-up or ADSL
customer does not have
VM)

Dial-up customer:
Provisions ICD & CF
BY to ICD server

ADSL customer:
Provisions ICD, CF
BY & CFNA to ICD
server

Internet Call Director ICD FOR VM $4.95 $5.95 $6.95 $8.95

(with PVM)

Dial-up customer with

VM:
Provisions ICD & CF
BY to ICD server

ADSL customer with

VM:
Provisions ICD, CF BY
& CFNA to ICD server

Admin code for rating BUS PIC N/A N/A

purposes

Bundle Bundle S&E RES RES BUS BUS

Rate Rate Rate Non
Bands Bands PIC
A-D E-G Rate

Internet Call Director ICD BDL $3.95 $4.95 $5.00 N/A

(no PVM) when
combined with an
eligible bundle

Dial-up customer:
Provisions ICD & CF
BY to ICD server

ADSL customer:
Provisions ICD, CF
BY & CFNA to ICD
server

Internet Call Director ICD FOR VM $3.95 $4.95 $5.00 N/A

(with PVM) when BDL
combined with an
eligible bundle

Dial-up customer with

VM:
Provisions ICD & CF
BY to ICD server

ADSL customer with

VM:
Provisions ICD, CF BY
& CFNA to ICD server

Internet Call Director ICD PKG FREE FREE FREE N/A

(no PVM) when
included in an eligible
bundle

Dial-up customer:
Provisions ICD & CF
BY to ICD server

ADSL customer:
Provisions ICD, CF
BY & CFNA to ICD
server

Internet Call Director ICD FOR VM FREE FREE FREE N/A

(with PVM) when PKG
included in an eligible
bundle

Dial-up customer with

VM:
Provisions ICD & CF
BY to ICD server

ADSL customer with

VM:
Provisions ICD, CF BY
& CFNA to ICD server
Billing

BUS PIC S&E code is required to apply the correct PIC or Non PIC rate for a la carte
Cailing Features. Only one code required per business account. Failure to apply the
S&E will result in Non PIC pricing.

Service Charge

There is no service charge to add Internet Call Director.

Concession

AB ICD is available for the 30% discount (employee concession) and/or as one of 5 free
features.

BC Not available on concession.

Gift Plan

Available on Gift Plan.

Bundles

Refer to Bundles

Pre-Order Requirements

• Internet subscriber (AOL 5.0 is not compatible with the Answer function of ICD)
• Windows 95/98, WINME, NT (4.0), WIN 2000, XP, 486, Internet
Explorer/Netscape 4.0, 14.4 KBPS modem or MAC
• Customer must provide:
o Email address and,
o Operating System
 • If an ICD customer changes their operating system or email address, it must be
updated in the ICD server.
• The customer does not have to be with TELUS for Internet Service. All valid
addresses including @hotmail.com will work.

Abbreviations for Operating Systems as indicated below:

Customer's OS Permanent RMK to Be Used

Windows 3.1 Not Available for use with ICD.

Windows 95 OS=WIN95

Windows 98 OS=WIN98

Windows OS=WINME
Millennium

Windows NT (4.0 OS=WINNT

Only)

Windows 2000 OS=WIN2000

MAC .(includes Mac OS=MAC

9.0 and Mac X
"Classic" mode)

Windows XP OS=WINXP

Internet Sign-Up

Customers may sign-up for ICD through a CSR or via the Internet @
www.telus.com:

• The sign-up form is emailed to TELUS (Admin Group) to issue the order. The
order goes in overnight batch to the ICD Server.
• The ICD server sends the customer a Welcome e-mail that includes the ICD
software to download (within 24 hours if ordered through a CSR, 3 business days
if ordered online).
• The customer will also receive a confirmation e-mail from TELUS.

Order Procedure & Samples

NOTES:
1. ICD

• provisions ICD and CF BY to the ICD server (dial up)

• provisions ICD and CF BY and CF NA to ICD server (ADSL)

The destination # is automatically provisioned by the switch.

Use ICD S&E exclusively for customers without TELUS Voice Mail.

2. ICD FOR VM

• provisions ICD and CF BY to the ICD server (dial up)

• provisions ICD and CF BY and CF NA to ICD server (ADSL)

The destination # is automatically provisioned by the switch.

Use ICD FOR VM S& E exclusively for customers with TELUS Voice Mail.

3. Dial Up upgrade to ADSL - a customer upgrading to ADSL will automatically be

provisioned with CF NA to the ICD server. All S&E codes are recapped on ADSL
installations.

3. TRANSFER OF SERVICE/TEL # - new customer must reapply for ICD

4. ICD is not available on a line equipped with Auto or Per Line Blocking

5. Customers should retain the Welcome Email for future reference.

6. AB Edmonton Boston Customers: Existing Edmonton Personal Voice Mail

customers who subscribe to ICD must be provisioned off the Octel server. Not
available to Edmonton Voice Mail customers served from the Boston Platform.

7. ICD CF BY Destination Numbers

BC: 604-291-9906 Lower Mainland 1-877-811-0131 Remainder of BC

AB: 1-877-225-5426

8. Customers with 2 operating systems - enter a permanent ICD remark for both
systems.

Order Samples

Urgent: Obtain email address and operating system from customer.

Order Type: I, C or T

Install type: SW

Due Date: Next day (NOTE: ICD Welcome Email with software
will be sent within 24 hours, unless the order fails)

Service Charge N/A

New ICD Customer (No PVM)

+ ICD, (provisions ICD and CF BY to ICD server; also provisions CF 1

NA to ICD server for ADSL customers)

+ BUS PIC, required on all business accounts with a la carte Calling 1

Features to apply loyalty discount

• Obtain customer's Email Address and Operating System (ensure the OS is

compatible with ICD)
• Typical format for an email address is the customers' name followed by an
abbreviation of their Internet Service Provider. For example: John.Doe@telus.net
.
• The OS should be abbreviated - WIN95 or MAC.
• Important: Overwrite the sample email address (em) and operating system (os)
on the Remarks Screen with the customer's actual email address and operating
system. The following format is critical:

EM=admin.pool@telus.com,OS=win98 em=john.doe@telus.net,os=winxp

Note: An incorrect email address or improper format will result in a delay of service.
(CAPITALS ARE OKAY).

Note: The format for capturing the email address for ICD is em=. The email and
operating system for the customer are captured in Permanent Remarks on the RMK
screen. Do not confuse this with email addresses captured on the EQP screen where the
format is email=. Information captured on the EQP screen will not provision ICD.

Remind Call Waiting customers to add *70, (70#,) to the modem dial up string for the
Internet service to ensure that Cancel Call Waiting is activated on every call.
 • Advise customer that they will receive a Welcome Email within 24 hours (unless
the order fails) which will provide the software download.

ICD with PVM

+ ICD FOR VM, (provisions ICD and CF BY to ICD server; 1

also provisions CF NA to ICD server for ADSL customers)

+ VM SIMPLE 1

or

VM

ADSL note: when the pop-up is ignored, caller will forward to

voice mail.

+ BUS PIC, (FOR BUS CUSTOMERS ONLY) Required on all 1

business accounts with Calling Features to apply loyalty
discount

Adding ICD to an existing Octel Voice Mail customer:

New requests for ICD are not available on existing Octel voice mail customers,
customer must be migrated to the new IP Messaging Platform. 2 orders are
required.

The customer must be informed and migrated to the new IP Messaging platform:

• issue 2 'C' orders

1st 'C' order (SW)

- VM ENH MBX,

- VM CF MBX, (BC only)

- VM MSG ENH,

2nd 'C' order (SW), recap off 1st order (can be dated the same day as the 1st C order)
+ VM,

+ ICD FOR VM,

Note: ICD FOR VM ADSL customers cannot subscribe to CF NA (already included with
ICD for VM)

Existing ICD customer adding Smart Ring

R ICD, (no PVM) or ICD FOR VM (with PVM) 1

+ SMART RING, 1

+ SMARTRING NO CF, or SMART RING CF CW 1

OPTION/BC GTD 5 (if Smart Ring is used for fax)

NOTE: When a customer cancels ICD, they must click on "Uninstall Internet Call
Director" to remove the software program.

ICD on a line with ADSL (no PVM)

+ ICD, (provisions ICD, CF BY and CF NA to the ICD server) 1

Forwards busy and unanswered calls to the ICD server to establish the pop-up.

ICD on a line with ADSL (with PVM)

R VM, (or VM SIMPLE) 1

ADSL customer: If the pop-up is ignored, caller will forward to voice

mail.

+ ICD FOR VM (provisions ICD, CF BY and CF NA to the ICD server) 1

If the ICD customer does not respond to the pop-up, the caller will forward to voice mail.

Residence Bundles

Smart Home Phone or Internet Bundle, Calling Feature 3 or 11 Pack (no Voice Mail or
ADSL)
 + ICD BDL, provisions ICD and cf by to ICD server (dial up) 1

Smart Home Phone or Internet Bundle, Calling Feature 3 or 11 Pack with Voice
Mail Simple:

+ VM SIMPLE MBX PKG, or 1

VM SIMPLE PKG, Effective April 4, 2005

+ VM CF MBX PKG, BC only (not necessary after April 4, 2005) 1

ADSL customer: If the pop-up is ignored, caller will forward to voice

mail

+ VM MSG SIMPLE, BC only (not necessary after April 4, 2005) 1

+ ICD FOR VM BDL (provisions ICD and CF BY to ICD server (dial 1

up) and ICD, CF BY and CF NA to ICD server (ADSL))

Smart Home Phone or Internet Bundle Calling Feature 3 Pack with Voice Mail
Enhanced:
+ VM ENH MBX, or 1

VM, Effective April 4, 2005

+ VM CF MBX, BC only 1

ADSL customer: If the pop-up is ignored, caller will forward to voice

mail

+ VM MSG ENH, BC only 1

+ ICD FOR VM BDL, provisions ICD and CF BY to ICD server (dial 1

up) and ICD, CF BY and CF NA to ICD server (ADSL)

Smart Home Phone or Internet Bundle Calling Feature 11 Pack with Voice Mail
Enhanced:
 + VM ENH MBX BDL, or 1

VM BDL, Effective April 4, 2005

+ VM CF MBX, BC only (not necessary after April 4, 2005) 1

ADSL customer: If the pop-up is ignored, caller will forward to voice

mail

+ VM MSG ENH, BC only (not necessary after April 4, 2005) 1

+ ICD FOR VM BDL, (provisions ICD and CF BY to ICD server (dial 1

up), ICD, CF BY and CF NA to ICD server (ADSL))

BC No Limits Calling Features Bundle:

+ VM SIMPLE MBX BDL, or 1

VM SIMPLE BDL, Effective April 4, 2005

+ VM CF MBX, (not necessary after April 4, 2005) 1

ADSL customer: If the pop-up is ignored, caller will forward to voice

mail

+ VM MSG SIMPLE, (not necessary after April 4, 2005) 1

+ ICD FOR VM, (provisions ICD and CF BY to ICD server (dial up), 1
ICD, CF BY and CF NA to ICD server (ADSL))

Signature Bundle Select or Complete or Internet Bundle Calling Feature 4 or 13

Pack:

ICD selected as a free feature (no Voice Mail)

+ ICD PKG, (provisions ICD and CF BY ICD server (dial up), ICD, CF 1
BY and CF NA to ICD server (ADSL))

When Voice Mail and ICD are selected free features.

 + VM SIMPLE MBX PKG, or 1

VM SIMPLE PKG, Effective April 4, 2005

+ VM CF MBX PKG, BC only (not necessary after April 4, 2005) 1

ADSL customer: If the pop-up is ignored, caller will forward to voice

mail

+ VM MSG SIMPLE, BC only (not necessary after April 4, 2005) 1

+ ICD FOR VM PKG, (provisions ICD and CF BY to ICD server (dial 1

up), ICD, CF BY and CF NA to ICD server (ADSL))

Business Bundles

Business Value Bundle:

ICD (no Voice Mail)

+ ICD PKG, provisions ICD and CF BY to ICD server (dial up), ICD, 1
CF BY and CF NA to ICD server (ADSL)

Or, ‘ICD BDL’ if not one of the 3 selected free features

ICD with Voice Mail

+ VM SIMPLE MBX PKG, or 1

VM SIMPLE PKG, Effective April 4, 2005

+ VM CF MBX PKG, BC only (not necessary after April 4, 2005) 1

ADSL customer: If the pop-up is ignored, caller will forward to voice

mail

+ VM MSG SIMPLE, BC only (not necessary after April 4, 2005) 1

+ ICD FOR VM PKG, (provisions ICD and CF BY to ICD server (dial 1

up), ICD, CF BY and CF NA to ICD server (ADSL))
 Or, ‘ICD FOR VM BDL’ if not one of the 3 selected free features

Move Orders

or: F&T

CSR must copy the email address and operating system to the T. If the move order
involves a number change advise customer that they will have to download the ICD
software to the new number.

The ICD destination # must be changed when moving between the Lower Mainland and
other areas of BC.

Change of Telephone Number

or: C or T

CSR must overwrite the Permanent Remark with the customer's actual email address
(Em) and operating system (os):

Em=username@telus.net,os=win95

The permanent remark must use the exact format as indicated (CAPITALS ARE OKAY).
Any additional characters or spacing will result in a delay of service.

Incorrect E-Mail Address or Operating System

To correct/update the E-mail Address or Operating System after order completion, or to

correct a customer's account in the ICD Server:

• AB / BC Res - Send an email to admin.pool@telus.com

• AB / BC Bus - Send an email to telus_oe@telus.com
• AB & BC Add the permanent remark with the correct format (see above):

• CRIS - use PRU/RCU to update the remark on the last service order
• ECCOS - go to Order Activity, Pending Order in SOR, click on Order Number,
click on Update. If completed order is in RCO, click on the Order Number, click
on Update.

• Or issue a 'P' correcting order to update (type over) the permanent remark.

Customer did not receive Welcome Email

If a customer did not receive their Welcome Email, check that the permanent remark is
correct on the order, then send an email with the customer's name, telephone
number, email address and operating system to:

• AB / BC Res - Send an email to admin.pool@telus.com or

• Res & Bus - have the customer call 310-4ICD (4423) to have the ICD Help Desk
send them the link to the ICD software. 310-4423 is routed to the IVR. Advise
the customer to say "Internet Tech Support' when reaching the IVR.
• or send and email to icd_techsupport@telus.net to have them send the customer
the link to the ICD software.

ICD Software Update (effective October 1, 2001)

The ICD Software update includes additional message management features (see
Features & Benefits) and is compatible with Win 2000, ME, WIN NT, XP, Mac 9.04 and
AOL 6.0.

• Existing customers can obtain the new software by going to their Account page
from the ICD Main Window and clicking on the new software link or,
• Send an email to the applicable AB or BC address shown above, who will in turn
send the link to the customer.

BC Grandfathered S&E Codes (effective October 15/03)

BUS
RES BUS Non
Description S&E Code
Rate Rate PIC
Rate

Internet Call Director ICDIR BCT LD $4.95 $6.95 $8.95

CANS CFNA ICDIR

Call Forward No
or $2.00 $4.00
Answer To PVM
VM CFNA ICDIR

Internet Call Director

When Combined With
ICDIR BDL $3.95 $5.00
No Limits Bundle 2 or
TELUS Total Bundle

CANS CFNA ICDIR

Call Forwarding No
PKG
Answer To PVM FREE FREE
or
Within A Bundle
VM CFNA ICDIR PKG
Call Forwarding No
Answer to PVM - CANS CFNA ICDIR
$1.00
Employee rate with No EMP
Limits PCMS Bundle

ICDIR NON BCT LD $8.95

AB Grandfathered S & E Codes

Description S&E Code RES BUS BUS

Rate Rate Non
PIC
Rate

Internet Call Director ICD CF BY (10/15/03) $4.95 $6.95 $8.95

(Dial-up or ADSL
customer does not have
VM)

Internet Call Director ICD CF BY BDL $3.95 $5.00 n/a

(Dial-up or ADSL (10/15/03)
customer does not have
VM)
Combined with Value or
No Limits Bundle or
Business Value Bundle
as an additional feature

Internet Call Director ICD CF BY PKG FREE FREE n/a

(Customer does not (10/15/03)
have VM)
Combined with Internet
Complete, Select or
Signature Bundle or
Business Value Bundle

ICD - Customer Had ICD MMCAE1 * (9/01) $9.90 $13.90 $15.90

PVM, No Bundle,
Forwards on Busy Only.

ICD - Customer had ICD MMCAE2 * (9/01) $0.00 $0.00

Personal Voicemail, No
Bundle, Forwards on
No Answer.

ICD - Customer ICD VM ENH CF BY $3.95 N/A

Subscribes to a Bundle BDL * (9/01)
With Voicemail

ICD - Customer has ICD VM SIMPLE CF BY $9.90 $13.90 $15.90

Simple * (9/01)

ICD - Customer has ICD VM SIMPLE CF NA $0.00 $0.00

Simple * (9/01)

ICD - Customer has ICD FOR YP MMCAE1 $4.95 N/A

PVM in a Bundle * (9/01)

ICD - Customer has ICD FOR YP MMCAE2 $0.00 N/A

PVM * (9/01)

ICD - Customer has ICD FOR YP MMCAE1 $3.95 N/A

PVM in a Bundle and BDL * (9/01)
ICD at the Bundle rate

ICD - Customer has ICD YP VM SIMPLE $3.95 N/A

Simple in a Bundle and CFBY BDL * (9/01)
ICD at the Bundle rate

• The existing combined ICD PVM S&E codes will be broken out to individual
feature codes and rates on the conversion date (conversion date to be determined)
e.g.

Pre Conversion Post Conversion

(grandfathered S&E)

S&E Code Rate S&E Code Rate

ICD MMCAE1 $9.90 ICD FOR VM $4.95

VM SIMPLE MBX $4.95

ICD VM ENH CF BY & ICD FOR VM $4.95

 VM ENH MBX
ICD VM ENH CF NA $7.95