Welcome to Frontier's Internet Call Waiting Customer Support Center!

Here, you can quickly locate the answers to your Internet Call Waiting questions. Click one of the headings above for Frequently Asked Questions, To Ask a Question, or to access the User Guide.

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Frequently Asked Questions

About Internet Call Waiting

1. What do I need to use Internet Call Waiting?
2. Will Internet Call Waiting work with any Internet Service Provider?

Getting Internet Call Waiting

1. How do I get Internet Call Waiting?
2. Is downloading Internet Call Waiting safe?
3. How much does Internet Call Waiting cost?
4. How do I pay for Internet Call Waiting?

Internet Call Waiting Functionality

1. Will Internet Call Waiting monitor ALL my calls while I'm on-line?
2. Can I receive faxes when using Internet Call Waiting?
3. Can I use my Frontier Voice Mail with Internet Call Waiting?
4. What is Web-based Voice Mail?
5. What if I have Call Waiting?
6. Do I need to subscribe to Caller ID for Internet Call Waiting to work?
7. Can I use Internet Call Waiting on my business line?
8. Why do I need the Call Forward Busy (CFB) feature added to my telephone line?
9. How do the Answer and Transfer call handling options work?

Technical Questions

1. Internet Call Waiting is not working. I am not being notified of calls. Why?
2. I do not remember my Internet Call Waiting password. What do I do?
3. I have Call Waiting on my phone line. What do I have to do?
4. How do I get a new copy of the Internet Call Waiting software?
5. How do I install my Internet Call Waiting software?
6. Sometimes in my Incoming Call Popups, the Caller ID information is not correct or it is underlined and marked with a star. At other times, my callers are being asked to re-enter information. Why?
7. I have a new telephone number. How do I get Internet Call Waiting to monitor my new number?
8. What do I have to do if my area code is changing?
9. I have changed my Internet Service Provider. Will this affect my Internet Call Waiting service?
10. Can I use Internet Call Waiting on more than one computer?
11. How do I customize my greetings?
12. How do I access my Internet Call Waiting Web-based Voice Mail?
13. How do I update my email address so that I can continue to receive information about Internet Call Waiting?
14. Will ICW work with my operating system's Multiple User’s settings?

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About Internet Call Waiting

1. What do I need to use Internet Call Waiting?

The minimum system requirements are: 

• An IBM compatible computer, with a 486 processor or better;
• An Internet connection of at least 14.4 kbps. ICM works with all standard Internet Service Providers, including AOL 4.0, 5.0, 6.0 and 7.0; 
• Windows95, Windows98, Windows 2000, Windows Me, Windows NT4 (SP 3 or greater), or Windows XP;
• Internet Call Waiting software downloaded and installed on your computer; 
• The Call forwarding phone feature, known as Call Forward Busy (CFB), so your calls are forwarded to our server while you're on the Internet; and
• A connection to any Internet Service Provider.
  Note: Other operating systems such as Macintosh and Linux are not supported at this time.
  

2. Will Internet Call Waiting work with any Internet Service Provider?

Yes, Internet Call Waiting works with all standard Internet Service Providers, includingFrontierNet and AOL.

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Getting Internet Call Waiting

1. How do I get Internet Call Waiting?

To order, complete our on-line order form, available 24 x 7 . Once you have ordered Internet Call Waiting, you will receive an e-mail message from us that provides a Web site address to download the software. Click on the link provided in the e-mail to take you to our download site. Download instructions are included in the e-mail. Please remember it will take approximately 2 to 3 days to set up your Internet Call Waiting account.

2. Is downloading Internet Call Waiting safe?

Yes, downloading our software is both secure and private.

3. How much does Internet Call Waiting cost?

Internet Call Waiting is very affordable.Click here for more information.

4. How do I pay for Internet Call Waiting?

Internet Call Waiting charges conveniently appear on your telephone bill.

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Internet Call Waiting Functionality

1. Will Internet Call Waiting monitor ALL my calls while I'm on-line?

Yes, Internet Call Waiting monitors all of your incoming local and long distance calls while you are on the Internet. When someone calls you, a pop-up window will appear on your computer screen with information about the caller, and allow you to choose how you want to handle the call. Internet Call Waiting will NOT work if you are not on-line but, your modem is activated for other reasons (e.g. modem-to-modem games or remote access to an office network).

2. Can I receive faxes when using Internet Call Waiting?

If a fax is sent to your phone number while you are on-line, you will receive notification that you have an incoming call. Unless you recognize the number, you will not be told that it is a fax machine. Thus, the fax cannot be received since your phone line is busy. Since most fax machines make multiple attempts to send a fax, you can disconnect immediately and wait for the fax to be re-sent.

3. Can I use my Frontier Voice Mail with Internet Call Waiting?

Yes, Frontier has two types of Voice Mail depending on where you live.

4. What is Web-based Voice Mail?

Web (or Web-based) Voice Mail is a feature that comes with Internet Call Waiting. This feature is a way to take messages while you are on-line. Messages are retrieved while you're on the Internet from your personal Web Voice Mail page. Customers using Frontier Voice Mail can continue to use their Frontier Voice Mail to capture messages at all times, when they're on-line, on the telephone or simply unable to answer. If you do not use Frontier Voice Mail, you will have Internet Call Waiting's Web Voice Mail to answer your calls while you're on-line.

5. What if I have Call Waiting?

For Internet Call Waiting to function properly, you must disable Call Waiting before using the modem. This keeps the Call Waiting beep from disrupting your Internet connection. For help disabling Call Waiting, click here.

6. Do I need to subscribe to Caller ID for Internet Call Waiting to work?

You do not need to subscribe to Caller ID for Internet Call Waiting to work. The Internet Call Waiting service provides you with the caller's name, number, and location (if available) for those calls that you receive while you're on-line.

7. Can I use Internet Call Waiting on my business line?

Currently, Internet Call Waiting is intended for residences and small home-based businesses with one or two phone lines. If you want to use ICW and have a home-based business, you may need to contact the Frontier Business Office , once you've signed up for ICW, to ensure they have placed the Call Forward Busy feature on your phone line.

8. Why do I need the Call Forward Busy (CFB) feature added to my telephone line?

The Call Forward Busy (CFB) feature allows incoming calls to be forwarded to a specific number when the line is busy. Internet Call Waiting requires that only busy calls get forwarded to a specific telephone number so that it can notify you of incoming calls while you're on-line. When you order Internet Call Waiting, Frontier will also add Call Forward Busy to your telephone line. Call Forward Busy charges and programming will vary by geographic area. Once the programming on your line is complete (usually in just two to three business days), your Internet Call Waiting software will display caller information while you're on the Internet.

9. How do the answer and transfer call handling options work?

The Answer and Transfer call handling options allow you to do the following

·Answer - You will be disconnected from the Internet and the call will be sent to you through your phone line. You will have to wait for a few seconds for the phone to ring and then you can take the call.

·Transfer - Transfer the call to another number, like a cell phone, and continue using the Internet.

There will be a 5-minute Answer and Transfer option in some service areas. ICW customers located within these areas will be provided a maximum of 5 minutes of Answer or Transfer time per call. If this applies in your area, your callers will be advised of the 5-minute duration as the call is being transferred to you. You’ll know when your call will end because an audible reminder message will occur after 4 minutes. At the end of the call, you will be reminded to contact your party directly to continue the conversation.

Note: If you don’t hear the initial or reminder messages, you are not in an area where the call length is limited.

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Technical Questions

1. Internet Call Waiting is not working. I am not being notified of calls. Why?

There could be several reasons why ICW is not notifying you of calls. To determine why your ICW service is not working as quickly as possible, please visit the Express Service, our on-line help wizard. From the Subject menu, choose I am having trouble with my ICW service, then choose ICW is not working from the Problem Summary pull-down menu. Once you specify what your callers are hearing when they try to call you while you're on-line and specify what the color of your Status Indicator light is, Express Servicewill diagnose the situation and provide the possible solution(s).

2. I do not remember my Internet Call Waiting password. What do I do?

Your ICM password is the password you chose when you installed the software. If you wish to change your password, you may do so through your ICW software when it is connected to our system (when you see a green or yellow Status Indicator light). Simply click the " Setup " button on your ICM Main Window, and then click " Password ." If you are getting an "Invalid Password message," please call Customer Service at 1-800-921-8101 or send an e-mail to frontier-icw@telenetwork.com.

3. I have Call Waiting on my phone line. What do I have to do?

Internet Call Waiting requires the phone feature called Call Forward Busy (CFB) in order for you to be notified of incoming calls. In order for this to work properly, you need to disable your Call Waiting telephone feature while on-line. There is no need to worry; you can still use this feature when you are off line.

The instructions below will allow Call Waiting to automatically disable each time you're on-line, and enable when you're off line:

1. Double-click on the My Computer icon on your Windows desktop, then: 
- Windows 95, and 98 users: open the Dial-up Networking folder.
- Windows Me users: open the Control Panel, then the Dial-up Networking folder.
- Windows 2000 users: open the Control Panel, then the Network and Dial-up Connections folder
- Windows XP users: open the Control Panel, then Network Connections folder
- Windows NT users: double-click Dial-up Networking, click the Location button, and click the box beside the To disable call waiting, dial: text and then select the appropriate Call Waiting code for your area (refer to #4 below).
2. Right-click once on your FrontierNet (or appropriate ISP) icon. A pop-up menu should appear.
3. In this menu, left-click on Properties.
4. Before the telephone number that is displayed in the Phone number: field, enter the code that is used for disabling Call Waiting in your area, such as “*70, ”. Note: the comma and the space are important. As an example, this field should now read “*70, 555-1234” if 555-1234 is your Internet Service Provider’s dial-up number and “*70, ”, is the correct code.
5. Click OK.
6. Connect to the Internet from there and have someone call you to test ICW.
Please note that the code to disable Call Waiting may vary depending on your area. For a complete list of deactivation codes within Frontier’s service areas,click here.

These instructions may not work for all Internet Service Providers, but they should for the majority. If you are having any problems configuring your modem to disable Call Waiting, contact your Internet Service Provider for assistance.

AOL and CompuServe Customers:

1. Click Setup on the Sign-On screen.
2. Click Expert Setup on the Setup screen.
3. On the Locations tab in the Connection Setup window you will see the AOL connection number(s). Click on a number to highlight and then click Edit. You will need to do this for each number in the list.
4. In the Edit Number (Connection) window, select Dial [*70,] to disable call waiting. Edit the default prefix if it is not the code used in your area to disable Call Waiting. Be sure to include the comma if you edit the prefix. As an example, the complete number, as displayed under the heading Number, exactly as it will be dialed:, should read “*70,555-1234” if 555-1234 is the dial-up number, and “*70,” is the correct code.
5. Click Close.
6. Connect to the Internet and have someone call you to test ICW.
Please note that the code to disable Call Waiting may vary depending on your area. For a complete list of deactivation codes within Frontier’s service areas,click here.

About Call Waiting:

Call Waiting is a telephone feature that is disabled on a per-call basis. Any call for which you dial the Call Waiting disable code (e.g. *70, ) before the phone number will have Call Waiting disabled, but only for the duration of that call. As soon as you hang up, your Call Waiting will be automatically re-enabled. The instructions above are designed to make your modem dial the disable code each time you connect to the Internet.

4. How do I get a new copy of the Internet Call Waiting software?

You can download a new copy of the Internet Call Waiting software any time by going to the following link: http://frontier.internetcallwaiting.com/Account.shtml. Follow the instructions as they are given to you.

5. How do I install my Internet Call Waiting software?

Once you have downloaded the Internet Call Waiting software, you will need to double click on the InstallICW.exe icon, which should be on your Desktop. If you do not have this file on your desktop, you will need to use the Find or Search feature from your Start Menu to locate it:

• Go to the Start Menu, up to Find or Search, then Files or Folders
• In the Named: or the Search for files or folders named field, type InstallICW.exe
• Make sure the Look in: box says My Computer or the C: drive
• Click the Find Now or Search Now button
• If the file is found, it will be displayed in this window. Click on the icon to start the installation process

When you install, you will be asked to enter your Internet Call Waiting number , and a password. Your ICW number is the 10-digit telephone number you used when you signed up for ICW, which is generally your home telephone number. Please take note of the password you use, as you may need it in the future. When you are on the Internet, the Status Indicator light on your software should be yellow if this is a new ICW account, or green if it is not. This indicates that your ICW software is correctly configured and that ICW is ready to start monitoring your calls, provided that they reach our ICM server. If you do not have a green or yellow Status Indicator light on your software when you are on the Internet, please visit please visit Express Service, our on-line help wizard. From the Subject menu, choose I am having trouble with my ICW service; next choose ICW is not working from the Problem Summary pull-down menu. Once you specify what your callers are hearing and the color of your Status Indicator light, Express Service will diagnose your problem and suggest possible solutions.

6. Sometimes in my Incoming Call Pop-ups, the Caller ID information is not correct, or it is underlined and marked with a star. At other times, my callers are being asked to re-enter information. Why?

Our software is designed to display the information that is sent along with the phone call by the caller's telephone company. It is sometimes the case that no such information is sent, that it is lost or replaced with other information as it passes through various telephone networks and switches, or that the information is incomplete. These calls may display Private, Unknown Caller, or simply a city or town name. There is a related case when the information is lost en route to our server, and the server must prompt the caller to re-enter it. When a call reaches our server, it looks for two pieces of information: the caller's number, and the number they were calling. If either of these numbers is missing, in order to determine who the call was intended for, and to generate Caller ID information to display in the Incoming Call Pop-up, the caller will be prompted to enter this information. If this call results in an Incoming Call Pop-up, the phone number will be underlined and marked with a star (*), indicating that it was entered manually.

7. I have a new telephone number. How do I get Internet Call Waiting to monitor my new number?

As Internet Call Waiting accounts are specific to the phone number, and not the person or the household, you'll need to sign up for a new ICW account using your new phone number. Before doing this, you should uninstall the ICW software under your old number and contact Customer Service to have them delete your ICW account from our records. To do this, you can e-mail us at frontier-icw@telenetwork.com.

8. What do I have to do if my area code is changing?

When an area code is changed, the change can be implemented in one of three ways. Unfortunately, the change is often done differently in different areas. The best thing to do, in terms of ICW, is to periodically test your phone line. Have a friend call you when you're on the Internet. If ICW notifies you of the call, then you should keep your account as it is. If they get a busy signal, and the Status Indicator on your ICW software is green, we can assume the area code switch has been completed for your area. Please contact us by emailing frontier-icw@telenetwork.com.
Please specify your old phone number and your new area code and a customer service representative will contact you with information on how to proceed.

9. I have changed my Internet Service Provider. Will this affect my Internet Call Waiting service?

Internet Call Waiting is designed to work with most Internet Service Providers (ISPs) using a direct dial-up connection to the Internet. Changing ISPs should not affect your service greatly. If you do not get a green or yellow Status Indicator light on your Internet Call Waiting software when connected to the Internet with your new ISP, you may have to change the configurations in your Internet Call Waiting software. If you have call waiting on your phone line, you will also have to make sure that your new modem dialer is set to disable your call waiting when you dial into the Internet. For help disabling Call Waiting, click here.

10. Can I use Internet Call Waiting on more than one computer?

You can use Internet Call Waiting on any number of computers, as long as you are monitoring a single telephone line. To do this, simply download a new copy of the installation program onto the new computer and double-click on it to start the installation process. For help downloading and installing this file, click here. Please be careful that the password used when installing the software on every machine is identical. Otherwise, not all copies of the software will be able to connect to our server and Internet Call Waiting will not truly be monitoring your phone line during your Internet sessions.

11. How do I customize my greetings?

You can customize your Internet Call Waiting greetings over the phone using our toll-free Custom Greetings number. This number can be found either by clicking the Setup button on your Internet Call Waiting software, and then clicking Custom Greetings, or by accessing your Internet Call Waiting Account web page.

12. How do I access my Internet Call Waiting Web-based Voice Mail?

To access your ICW Web-Based Voice Mail, click on the Message Waiting Indicator light on your ICW Main Window, or click the Voice Mail link on your Account Page. You can get there either from your ICW software by clicking on the Account button, or clicking the following link http://frontier.internetcallwaiting.com/Account.shtml.

13. How do I update my e-mail address so that I can continue to receive information about Internet Call Waiting?

You can update your e-mail address with us by clicking the Account button on your Internet Call Waiting software and then click the Update E-mail link.

14. Will ICW work with my operating system's Multiple Users settings?

Yes, ICW will work with your computer's Multiple User’s settings. Although there are various ways to install ICW for multiple users, we suggest that you install the software under each profile and use the same destination directory each time. 

When you customize your ICW software, remember that the changes you make could also affect the settings of other users. Depending on how you install ICW, shared settings may include caller logs, ‘Individual’ AutoActions, and Nick Names. Other settings are unique to each user (i.e. Transfer Numbers and ‘All Callers’ AutoActions). 

Please remember that the password used when installing ICW must ALWAYS be the same. If you have forgotten your ICW password, to change your password simply click the Setup button on your ICW Main Window, and then click Password. If you are getting an "Invalid Password” message, you can visit our Forgot Password link.

If you experience difficulty installing ICW using the above method, an alternative could be to make a shortcut to ICW.exe, placing it in the “Startup” folder of the “All Users” profile folder. The user whose profile ICW is installed to will have a unique caller log. All other users will share a caller log. 

NOTE: When using multiple installations we suggest you consult your operating system’s documentation for specific details.

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The following is a list of Call Waiting disabling codes, and the areas where they apply:

(Back to Frequently Asked Questions)