• Definitions
  
  Calls into and out of your AccessLine number
  Your AccessLine number resides on a node or switch in AccessLine's network. Calls placed into your AccessLine number travel from the caller's location into an AccessLine node; these are considered inbound calls. Calls placed from your AccessLine number to reach you at your location or to reach someone you are calling travel from the AccessLine node back out to your location; these are considered outbound calls. AccessLine's software connects the two parts of the call so a call into your AccessLine to reach you on your cell phone has both an inbound and an outbound portion or leg. This is shown below:

  

  Some types of calls have only inbound legs; others have both inbound and outbound legs. Your specific product and service plan determines whether we charge on the inbound part of the call, on the outbound part of the call, or on both separately. See additional descriptions below.

  Inbound Calls
  Inbound calls are the portion of a call where a caller dials your AccessLine number and is connected to the AccessLine network. Examples of calls that are inbound only include:

  	A caller dials your AccessLine number and leaves a voicemail or sends a fax.
  	You call your AccessLine number, enter your PIN, and retrieve a voicemail message.
  	You call your AccessLine number, enter your PIN, and use subscriber features such as changing your Active Extension or turning your Weekly Schedule on or off.
  	Callers dial into your Scheduled or Always-On conference.

  Outbound Calls
  Outbound calls are the portion of a call where calls from your AccessLine number are connected from the AccessLine network to you or to the number you specify. Most outbound calls include inbound portions also. Examples of outbound calls include:

  	Your AccessLine service delivers a call to your office, home or cell phone.
  	After calling your AccessLine number, you enter your PIN and press 9 to make an outbound call or 9* to return a call from a voicemail.

  US Domestic Local Calling
  Applicable charges for calls outbound to an area considered local to the AccessLine number are shown under US Domestic Local Calling. This includes outbound calls to phone numbers in local metered markets.

  US Domestic Long Distance
  Applicable charges for calls from the 50 United States inbound to toll-free AccessLine numbers or outbound to US phone numbers that are outside of the local area for the AccessLine number are shown under US Domestic Long Distance. Overage charges for calls inbound to local AccessLine numbers are also shown here.

  International Long Distance
  Applicable charges for calls outside the 50 United States inbound to or outbound from an AccessLine number are shown under International Long Distance. Calls to/from Puerto Rico, US Virgin Islands, and Canada are included under International.

  Conferencing
  Calls identified as "Conferencing" refer to calls using conferencing services. Where conferencing is used with AccessLine's enhanced services such as Customer Connect or SmartNumber, inbound access charges may also apply.

  Other Surcharges
  Applicable charges for calls into a toll-free AccessLine number from a payphone, directory assistance calls, and conference playback calls are shown on your invoice under Other Surcharges.
  

• Local AccessLine Numbers
  
  Types of usage for a local AccessLine number are shown below

  Call Type Call Destination Typical Usage Rate Inbound Your AccessLine account Varies by plan, up to 7.9¢ per minute. Outbound A number that is within the local calling area for your AccessLine No charge unless the AccessLine is in Local Toll market. Outbound A number that is outside the local calling area for your AccessLine but is within the United States $0.05/min 30 second minimum 6 second increment Outbound A toll free number No charge Outbound An international destination See our Int'l Rates

  
  

• Local Toll Usage (Metered Rates)
  
  AccessLine provides services in many local markets where there is no charge for local calling. In these markets, AccessLine does not charge for local outbound calls. Our local calling areas are also typically similar or larger than those of other local service providers.

  In some markets, telecommunications carriers charge for all local calls; these are referred to as local metered markets. If you have a local AccessLine phone number in one of the local metered markets listed below, then all outbound calls from your AccessLine to phone numbers in your local calling area will have usage charges as follows:

  Rate Group 1: Free Local Calling
  Atlanta Austin Baltimore Cincinnati Connecticut Dallas/Ft. Worth Denver Harrisburg Houston	Indianapolis Las Vegas Memphis Miami Minneapolis Nashville New Hampshire Phoenix Portland	Reno Salt Lake City Scranton Seattle Spokane Springfield St. Louis Tampa Washington, DC

  
  
  

  Rate Group 2: $0.05 per call
  Akron Chicago Cleveland	Columbus Milwaukee	Philadelphia Pittsburgh

  
  
  

  Rate Group 3: $0.05 per call
  Detroit

  
  
  

  Rate Group 4: $0.00199 every 6 sec (equals $0.0199 per minute)
  Los Angeles San Diego	Sacramento San Jose/San Francisco	ALL other California

  
  
  

  Rate Group 5: $0.00199 every 6 sec (equals $0.0199 per minute)
  New York City	New Jersey	Rhode Island

  
  
  

  Rate Group 6: $0.0013 every 6 sec (equals $0.013 per minute)
  Buffalo	Rochester

  
  
  

  Rate Group 7: $0.0013 every 6 sec (equals $0.013 per minute)
  Albany Boston	Poughkeepsie	Syracuse

  
  
  

  Outbound calls include calls directed from the AccessLine network to your office, home office, or cellular phone as well as outbound calls you place as a subscriber to other people in your local area. Local numbers in markets other than those listed above do not have usage charges for outbound local calls. The above rates apply only to calls within your local service area; outbound calls to phone numbers outside of your local calling area will be charged at the appropriate long distance or international rates.

  For instance, if you have a local Los Angeles AccessLine number, outbound calls to California numbers are charged at the above rates while outbound calls to New York are outside the local LA service area and are charged long distance rates.

  Usage rates and local calling areas are subject to change without notice. Please see AccessLine's Terms and Conditions.
  

• Toll-Free AccessLine Numbers
  
  Types of usage for a toll-free AccessLine number are shown below

  Call Type Call Destination  Typical Usage Rate Inbound calls from anywhere in contiguous 48 US states Your AccessLine account Varies, depending on monthly usage commitment Outbound A number that is within the 50 United States No charge Outbound An international number See our Int'l Rates

  
  Toll-free calls are charged a 30-second minimum with 6-second increments thereafter. 800/888/877 Numbers are charged on the in-bound call only, except that fax forwarding and international calls are charged separately when available.

  Toll-Free Rates for Calls Coming from outside the Continental United States
  Calls originating from Canada, Hawaii, Alaska, Puerto Rico, the U.S. Virgin Islands or other nearby island groups will have special, higher, per minute rates that will vary by each of these regions. For more information on these rates, click here or contact a customer representative at 1-877-880-0055 for additional pricing information.
  

• International Usage
  
  Outbound calling to international countries is available upon establishment of good credit history with AccessLine. Availability of international calling and list of countries that may be called will vary by service plan; AccessLine reserves the right to discontinue international services including on a country-by-country basis and to revise rates without notice. All international rates are subject to a 1-minute minimum with 1-minute increments thereafter.
  
  Click here for full list page of International Rates.

  If you would like international calling enabled so you can make international calls from your AccessLine account, please establish your credit history with AccessLine by one of the following methods:

  • New Customers
    Provide credit cards statements from the past two months for the same credit card on which your AccessLine services are being billed. Please complete our credit form and fax to AccessLine's credit department at 206-577-6986.
    
    
  • Established Customers
    Once you have been an AccessLine customer for six months or more, and have good credit history with AccessLine, please complete our credit form and fax to AccessLine's credit department at 206-577-6986.

  
  

• Conferencing Usage
  
  Conference calls are charged at a minimum of 10 minutes per participant and in 30-second increments thereafter. Conference calling rates apply to use of Scheduled and Always-On conferencing features. Rates for conference calling vary, depending on monthly minimum usage commitments and whether you have a conferencing-only account (e.g. SmartConference), or are using conferencing as part of your other AccessLine services (e.g. SmartNumber).
  
  Rates are typically the same for outbound conference calling as for inbound conference calling. Conference calls connected through international pilot numbers are charged the same rates as if the toll-free conference account had been called directly.

  Type of AccessLine  Typical Usage Rate SmartConference, SmartConference Plus Varies, depending on monthly usage commitment. Includes all toll-free charges for callers participating from contiguous 48 US states; calls from Alaska, Hawaii, Puerto Rico, US Virgin Islands and Canada incur an additional per minute per participant access charge. Local SmartNumber, SmartMessage, SmartOffice, Customer Connect $0.149/min/participant plus use of Inbound minutes Toll-Free SmartNumber, SmartMessage, SmartOffice, Customer Connect Varies, depending on monthly usage commitment. Toll-free Inbound charges are also incurred. Playback of Conference Calls Varies, depending on your service plan.

  
  

• Payphone Service Charge
  
  Calls identified as "Payphone" refer to calls originating from a pay phone. In the Telecommunications Act of 1996, Congress required service providers to track and compensate payphone companies for calls originating from pay telephones to toll-free numbers. To comply with this, AccessLine assesses a per call service charge for all calls made from a payphone to a toll-free AccessLine number. The charge is in addition to normal usage charges and currently is 65¢ per call. This rate may change without notice to comply with regulatory changes.
  
• About Your Monthly Bill Cycle
  
  AccessLine bills customers on a monthly basis, with each customer's cycle date based on the day of the month on which the customer's account was first setup by AccessLine. For instance, a customer whose account was setup on March 8th is considered to have a Billing Date of the Month (BDOM) of the 8th. Monthly service fees are typically billed in advance, and usage is typically billed in arrears on the BDOM each month. In this example, this customer will be billed on a monthly basis on the 8th for the services for the upcoming month (from the 8th of the current month to the 7th of the next month) and usage from the prior month (from the 8th of the prior month to the 7th of the current month). This customer's August 8th invoice will show a monthly service fee charge for the period August 8 to September 7, and usage charges for the period July 8 to August 7.
  
  Customers will receive their first invoice (on-line for credit card customers) after their account has completed one complete monthly cycle. The first month bill on a subscriber account will show the following charges where applicable: the monthly service fee from the first month (immediately prior), the monthly service fee for the second month (in advance), the activation fee, and usage from the first month (immediately prior). Credit card customers will also see credits on their first invoice for payment of the activation and 1st monthly service charge collected at the time of purchase.
  
  The second and all subsequent invoices will show charges where applicable: the monthly service fee for the upcoming month (in advance), and usage from the prior month (in arrears).
  
  Customers who are billed once monthly on the same invoice or credit card for multiple subscriber accounts will have monthly service fees prorated for any accounts added or cancelled during the month on a day different than the customer's BDOM.
  
• About Your Bill
  
  Your invoice typically includes the following information:

  • Summary - the first page shows the previous balance (amount due) on your account from prior billing periods, payments and adjustments applied to your account in the past month, and current amount due. Please submit payment for the total due to reach AccessLine by the date shown. For credit card customers, the total amount charged to your card this period will also be shown.
  • Terms & Conditions - important terms and conditions relevant to your services are shown on the 2nd page. Please click on "Terms and Conditions" at this web site to view AccessLine's complete current Terms & Conditions.
  • Balance Detail - this shows the summary information from page 1, with a more detailed breakout of current charges.
  • Current Charge Details - this further breaks out current charges to show quantities of each type of service purchased or used, and provides further breakout of taxes and regulatory fees and surcharges.
  • Monthly Activity Details - shows on a per account basis, the details calls and service fees relevant to each subscriber account billed to the customer. Within the call detail section, the following applies:
  • From - indicates the calling number (typically the number for the calling party into your AccessLine account)
  • To - indicates the called number (typically the number to which your AccessLine account is forwarded); stored numbers are indicated with the following key:
  • 1 = home number
  • 2 = office number
  • 3 = Message Center
  • 4 = pager number
  • 5 = cellular number
  • 6 = Meet Me
  • 7 = blank number
  • 8 = fax number
  • 9 = Dial by Name/Number
  • Type - a complete legend of call types is included on each invoice; multiple categories may apply. For instance, a typical forwarded call transferred through a SmartNumber would have an "I = inbound" for the incoming leg of the call from the caller and a "F = forwarded" for the outbound leg of the call to the subscriber. The legend for possible call types is included on each invoice.
  • ACode - where available, is a VPN account code
  • PCode - where available, is the playback code for a recorded conference
  • UCode - where available, is the user code for a recorded conference
  • Duration - is the length of each leg of a call in hours:minutes:seconds
  • Bucket - shows minutes used for the call leg from a monthly or one-time bucket; if the bucket is used up during a call, separate lines will show use of the bucket and chargeable minutes above the bucket
  • Charge - is the charge for the call leg in dollars for conveyance and access (local, toll and long-distance calling)
  • Surcharge - is the sum of charges for the call leg in dollars for applications such as conferencing, recorded conference playback, and surcharges such as calls originating to toll-free numbers from a payphone
  • Total - is the total charge for the call leg in dollars

  
  

• Reviewing Your Bill
  
  You may review your recent bills on-line by logging into your AccessLine account via the web. Prior bills are available for up to 6 months. During billing system upgrades, prior month bills from the previous billing system may no longer be available via the web.

  Product  Where to View your Bill SmartConference, SmartConference Plus and other conferencing products Select Account Info then select View Billing History Smart800 Select Account Info then select View Billing History Customer Connect, SmartMessage, SmartNumber, SmartOffice and other AccessLine enhanced services products Select Personal Info then select Billing Info

  
  

• Reviewing Your Call History
  
  You may also review your call history on-line by logging into your AccessLine account via the web. Prior call usage information is available for up to 2 years, in monthly increments.

  While most carriers charge fairly high fees for near-real time access to call data (and these fees are generally quite high if the service is even available), we make recent Call History available at no additional charge as a convenience to customers. This is often a great additional advantage over our competition. We have no plans to begin charging for access to Call History from the Teleweb.

  However, customers should be aware of the following:

  	data for a particular call is typically posted and available a week after the call. If you believe data is missing, please wait a day then log back in to check your call history.
  	data retrieval will be slower when many customer requests are being processed at the same time.
  	data retrieval will be faster for prior month data that has completed our regular processing cycles than for current month requests.
  	during peak processing periods, data will occasionally be missing and access may not be available altogether until the processing cycle completes.

  
  

• Bill Payment Options
  
  A current credit card is required for purchase and monthly billing of all services. Invoice billing is available for accounts billing greater than $5,000 per month.
  
  If you previously had invoice billing and wish to convert your account to automated credit card billing, please call Customer Service at 1-877-880-0055. Past due invoice customers will be required to convert to automated credit card billing.
  
• Credit Card Billing
  
  Current credit card choices available are Visa, Mastercard, American Express and Discover.
  
  If your credit card has expired, your billing address has changed, or you wish to change credit cards for your service billing, please call Customer Service at 1-877-880-0055.
  
• Payment Address
  
  Invoice customers paying normal monthly charges should send payment to AccessLine at:
  Dept LA 22266
  Pasadena, CA 91185-2266
  
  Customers with past due balances or balances on a closed account should send payment to AccessLine at:
  Attn: Collections Department
  11201 SE 8th Street Suite 200
  Bellevue, WA 98004
  
• Billing Questions
  
  If you have questions regarding your bill, please contact Customer Service via one of the following methods:

  • Call 206-654-1015 or 1-877-880-0055
  • Click on "Live Help" to start an instant message session
  • Send an email to customerservice@accessline.com
  • Submit a ticket after logging into your AccessLine web account (click on "Customer Service", then "New Request")

  
  
• Regulatory Compliance Fee
  
  Increased Federal government regulatory requirements are forcing AccessLine to hire additional staff, buy large amounts of additional network equipment, and spend significant development effort to comply. As a result, AccessLine is implementing a modest Regulatory Compliance Fee. While AccessLine's fee is a fraction of what other carriers charge, we prefer to let you know that this is in direct response to increased costs required of us by the government, rather than hide that fact in a general service price increase. In fact, unlike competitors, AccessLine has not raised its prices in years.
  

Or email us directly at:
customerservice@accessline.com

Q: I forgot my PIN. What do I do? A: If you have lost or forgotten your PIN, go to our login page here, and click on the "Forgot Your PIN?" button. You will be asked for your Account Phone Number and should automatically sent an email with your PIN number. If that does not help or your email has changed since you signed up for our service, you may retrieve your PIN by contacting Customer Service via phone or Live Help. You will be asked a series of questions to confirm your identity.