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Help :: Landline :: Onetel Phonepal

Onetel PhonePal Help

Questions & Answers

What is a PhonePal?

Customers accessing Onetel through a non-BT landline will receive a PhonePal through the post within approximately three days of registering. Once plugged in, the PhonePal ensures that Onetel handles all calls made from the telephone that it is plugged into. If you have additional extensions in your house, you can order a new PhonePal online.

Are there any services that are incompatible with my PhonePal?

Although some of the following services may well work with a PhonePal connected to the line, we do not recommend that they are used as their performance may be intermittent:

  • Speeddial / Memory
  • Lifeline Buttons Alarm Systems
  • Call Barring
  • Cli. Suppression
  • ISDN
  • BT Featurenet
  • BT Highway
  • Fax Machines
  • Internet Dial Up Access

PhonePal Installation

Telecom FM

  1. Unplug your phone from the wall socket
  2. Plug your phone into the PhonePal
  3. Plug the PhonePal into the wall socket

Programming the Telecom FM PhonePal

  1. Lift the telephone handset and 0##1
  2. Replace handset and wait 10-15 minutes while the PhonePal programmes (should you need to make a call during this period this process will need to be repeated)

Optimal

  1. Unplug your phone from the wall socket
  2. Plug your phone into the PhonePal
  3. Plug the other end of the PhonePal lead into the wall socket

Programming the Optimal PhonePal

  1. Lift the telephone handset and 0003
  2. Wait for a three tone tune
  3. Replace handset and wait 10-15 minutes while the PhonePal programmes (should you need to make a call during this period this process will need to be repeated)
  4. Also please note that if at any point whilst trying to make a call a three tone tune is heard, the programming procedure needs to be repeated

Dataflex

  1. Unplug your phone from the wall socket
  2. Plug your phone into the PhonePal
  3. Plug the PhonePal into the wall socket

Programming the Dataflex PhonePal

  1. Lift the telephone handset and #0#
  2. Replace handset and wait 10-15 minutes while the PhonePal programmes (should you need to make a call during this period this process will need to be repeated)

PhonePal Troubleshooting (helpful hints)

Will pre-programmed / memory dialled phone numbers work through the PhonePal?

With all Onetel services we recommend that you dial manually as we are unable to guarantee the route of the call when calls are speed dialled.

I have unplugged my PhonePal, will it work if I plug it back in?

At any point if you unplug your dialler, when it is plugged back in it needs to be reprogrammed.

Will I have to unplug the PhonePal when I don't want to use the service?

At any time if you dont want a call to route via Onetel all you need to do is dial 121 before the destination number this will ensure that this one call will route via your line provider.

Everytime I try and transfer a call to another extension in my house when the call is connected through the PhonePal, it doesn't work?

With Optimal PhonePals press * key to tranfer and with the TFM and Dataflex diallers, press the # key (note this also applies when customer is transferring between calls on "call waiting").When I try and make a call it seems to take longer to connect than it would with my line provider?

This is normal and due to the fact that the PhonePal is dialling the Onetel override code in front of your destination number so you may experience a slight post dial delay.

I keep hearing continuous different tones when the handset is lifted with my Optimal PhonePal?

This means that the PhonePal needs to be reprogrammed.

My phone is not ringing and the volume is very low when I am on a call?

This may be due to an excessive amount of REN (ring equivalency number) on the line, each line has a maximum of 4 REN, each unit on the line has a value of REN if this is exceeded it can cause the phone not to ring or the volume to be low, the best way to test this is to remove one or two units from the line and make a test call.

Phone Pal Routing

Telecom FM PhonePals route all calls other than free phone and emergency calls through Onetel.

Optimal PhonePals route calls either through the time of day routing table (see below) or all calls through Onetel enabling customers to obtain 1p/min off peak local calls.

Time Of Day Routing Table

Call Type How The Call Is Routed
National Calls routed through Onetel at 2.5p / min
Peak Time Local Calls routed through Onetel
Off Peak Local Calls routed through your line provider
Daytime / Evening Calls to Mobiles routed through Onetel
Weekend Calls to Mobiles routed through your line provider
International Calls routed through Onetel
Emergency, Premium or Free phone calls routed through your line provider

All Calls Routing Table

Call Type How The Call Is Routed
Peak Time Local Calls routed through Onetel
Off Peak Local Calls routed through Onetel at 1p/ min.
Daytime / Evening Calls to Mobiles routed through Onetel
Weekend Calls to Mobiles routed through Onetel
International Calls routed through Onetel
Premium or Non Geographical routed through Onetel
Emergency or Free phone calls routed through your line provider

Please note:

  • Customer needs to dial 121 to disable their PhonePal if they require the call to go through their line provider.
  • PhonePal does NOT work with an intelligent routing system.
  • PhonePal must be attached to a touch-tone phone, pulse phones do not work.
  • Call routes are pre-determined by the tables above.