trueCall Care User manual

Getting started guide
Protecting vulnerable people from
unwanted phone calls

2
V 2.12 1/10/12
© trueCall Ltd 2012
Overview 3
Setting up trueCall 4
Managing incoming calls 9
Other features 12
Handset menu options 14
Remote Access 18
Internet Control Panel & Weblink 19
Voicemail 22
Specification & compliance 23
Support 24
Contents
ContentsContents
Contents
What you will need
• trueCall Care unit and mains
adaptor
• Telephone, or cordless phone
base unit
• A free electric socket near the
telephone
• The Caller ID service on the
phone line (page 4)

3
Overview
OverviewOverview
Overview
While the telephone can be an essential lifeline, it can also bring
problems for older and vulnerable people: they may be
confused by telemarketing calls, agree to order products that
they don’t need, or be taken advantage of by unscrupulous
sales people and scammers.
trueCall Care has been designed to protect vulnerable people
by allowing such calls to be blocked before the phone even
rings. trueCall Care offers three different profiles each giving a
different level of protection, allowing you to meet the individual’s
particular needs as they develop.
The trueCall Care unit is connected between the phone and the
telephone socket. It uses the Caller-ID service to compare the
incoming call number to lists of trusted and/or barred callers.
Depending on the profile you have selected, trueCall Care will
either let the caller straight through, block them, or allow them
access by entering a pre-arranged code.
Because they use their phone as normal the vulnerable person
doesn’t have to learn how to use trueCall Care, and may not
even be aware that it is protecting them.
In addition to screening calls, trueCall Care has many other
useful features:
• Off-hook warning
• Selective outgoing call barring
• Voicemail
• Personalisation of announcements
• Phone call recording (with optional Call Recorder card)
trueCall Care is quick and easy to set up and can be managed
using the telephone handset or remotely (either by remote dial
up or from the Internet Control Panel).
For simplicity we will refer to the vulnerable person as ‘your
relative’ for the rest of this document.

4
Setting up trueCall Care
Setting up trueCall CareSetting up trueCall Care
Setting up trueCall Care
Many people find it convenient to test-drive the unit in their
own home first. This allows you to use the online access
facility to populate the trusted and barred caller lists,
personalise the various announcements, and familiarise
yourself with trueCall Care’s operation at your own pace. The
unit can then be reinstalled in your relative’s home with the
minimum of fuss.
Installing trueCall is a six step process:-
1. Ensure that you have Caller-ID on the line
2. Connect the trueCall Care unit
3. Setup online access to manage the unit remotely
4. Select the appropriate profile, and put numbers onto the
Trusted Callers list
5. Record a personal announcement
6. Check the operation of the trueCall Care unit
1. Ensure that you have Caller-ID on the line
Most telephone operators provide a caller identity (Caller-ID)
service that delivers the telephone number of the person who
is calling you along with their call. If the telephone has a
display screen you can then see who is calling you before you
pick up (you are probably familiar with this sort of service from
your mobile phone).
trueCall needs the Caller-ID service switched on so that it can
distinguish between calls from friends/family members, and
other callers. In the UK some operators provide this free -
though you will have to contact them to switch it on - other
operators may charge a small monthly fee.
We strongly recommend that you test that the Caller-ID
service is active on your relative’s phone line (using a
telephone with a display screen) before you install trueCall
Care. If Caller-ID is not turned on, then the trueCall Care unit
will not operate correctly.

5
trueCall can operate from any telephone socket in the
house - you may like to locate the trueCall Care unit out
of sight so as not to cause any confusion for your
relative. If they are not using trueCall’s voicemail they
will not need to see or use trueCall Care during normal
operation (though it is a good idea if they can hear its
speaker - page 12).
Unplug the telephone’s lead (or the telephone lead from
the cordless phone base station) from the wall socket,
and replace it with trueCall's telephone lead. If you have
broadband on the home phone line, you must plug
trueCall’s lead into a broadband filter/splitter.
Plug the telephone’s lead (or the lead from the cordless
phone base station), into the socket at the back of
trueCall.
Plug the mains adaptor into the power socket at the
back of trueCall Care. The lights will flash for about a
minute then stop with just the green light lit and trueCall
will say “Ready”.
a
b
c
d
Setting up trueCall Care
2. Connect the trueCall Care unit

6 Setting up trueCall Care
trueCall Care will work with a wide range of telephone
equipment, including corded and cordless phones. If your
relative needs a number of extensions in their house we
recommend that they use a multi-handset cordless phone
system so that trueCall Care can protect all the phones that
are in use.
If your relative does have phones plugged into other extension
sockets (not connected to trueCall) then:-
• These may give a short tinkle when a rejected caller’s call
arrives
• The extension phone will not ring if a caller gets through by
entering the Shield Breakthrough Number or Callers Code
(though the main phone will ring as normal).
Note that trueCall Care can protect up to 4 phones by plugging
them into the back of trueCall using an adaptor.
3. Setup online access to manage the unit remotely
It takes just 5 minutes to register for the Internet Control Panel
and perform a Weblink to synchronise the unit with the Internet
Control Panel (page 19). Access to the Internet Control Panel
is free for the first 12 months.
4. Select the appropriate profile, and put numbers onto the
Trusted Callers list
The trueCall Care unit is initially set up with the Filter Profile. If
you would like to use a different profile then select it now
through the handset menu (page 14) or Internet Control Panel
(page 19).
If you are using the Trusted Caller Only Profile we recommend
that you set up the Trusted Callers list for your relative before
you install the trueCall Care unit in their home (though you can
add numbers at a later time). The easiest way of adding
numbers to the list is through the Internet Control Panel, but
you can also do it through the handset menu.
If you have used the Internet Control Panel then be sure to do
a Weblink (page 19).

7
5. Record a personal announcement
If you are using the Trusted Callers Only Profile we strongly
recommend that you re-record the screening announcement to
meet your own particular needs. trueCall Care has a default
screening announcement that says:-
“This line only accepts calls from authorised numbers. If
your call is important please try an alternative number or
enter your code now.”
You can leave this as it stands, but you will almost certainly
want to record a personalised version giving the carer’s name
and contact details.
The screening announcement can identify your relative, give
an alternative contact number, and invite the caller to enter
their code. For example:-
“Hello, Mary only accepts calls from friends and family
members. If you need to get through to her please hangup
and call her son John on 07767 xxxxxx, that’s 07767
xxxxxx , or enter your code now - Thank you”.
Alternatively you could be more cautious and not give out the
full number:-
“Hello, Mary only accepts calls from friends and family
members. If you need to get through to her please hangup
and call her son John on his mobile number ending 212, or
enter your code now - Thank you”.
You can record your own announcement through the handset
menu (page 15).
Note: P endant alarm systems
Many of our customers use trueCall alongside a pendant
alarm system. We recommend that you to test the alarm
system after you have installed the trueCall unit to ensure that
it is operating correctly.
Setting up trueCall Care

8
6. Checking the operation of the trueCall Care unit
Now that you have installed trueCall, recorded a screening
announcement, and put some numbers on the Trusted Callers
list you are ready to carry out three simple tests to check that
everything is working correctly.
To run these tests you will need a mobile phone that has been
registered on trueCall’s Trusted Callers list.
Test 1 - Dialling in as a trusted caller
Call in to the landline from your mobile phone - it will ring as
normal. Pick up the landline phone and check that you are
connected. If the landline does not ring and you hear an
announcement then either the phone line is not supplying the
Caller-ID, or your mobile phone’s number is not on the Trusted
Callers list.
Test 2 - Dialling in as an untrusted caller (1)
Call in to the landline from your mobile phone and prefix the
number you dial with ’141’. This will withhold your Caller-ID
making you an unrecognised and untrusted caller. trueCall will
answer the phone and play you the appropriate
announcement. Don’t press any key - your call will be
terminated and the phone will not ring.
Test 3 - Dialling in as an untrusted caller (2)
Call in to the landline from your mobile phone and prefix the
number you dial with ’141’. This will withhold your Caller-ID
making you an unrecognised and untrusted caller. trueCall will
answer the phone and play you the appropriate
announcement. Enter the requested key or the Callers Code -
the phone will ring. Pickup and check that you are connected.
Congratulations - trueCall Care is now set up!
We recommend that you repeat these tests when you install
the trueCall Care unit at your relative’s home. Contact our
support team during office hours if you have any problems
(page 24).
Setting up trueCall Care

9
trueCall Care has three incoming call handling profiles for you
to choose from. Each offers a different level of protection from
unwanted calls. The Filter Profile is the default setting and
provides the lowest level of protection, and the Trusted Callers
Only Profile gives the most. You can change the profile
whenever you want so that trueCall Care gives the
appropriate level of protection at all times.
All the profiles allow calls from trusted callers to get straight
through unimpeded, the difference is in the way they control
unrecognised callers.
Filter Profile (default)
If the caller is not recognised as a trusted caller, trueCall will
answer the phone itself and play the Shield announcement
to the caller:-
“If you’re family, a friend or an invited caller please press
5*, if you’re a cold caller please hang up and don’t call us
again”.
If the caller presses ‘5’ the phone will then ring.
This profile completely blocks automatic recorded message
calls, and the vast majority of telemarketers will hang up
when they hear this announcement. Occasional callers who
may not yet be on the Trusted Callers list, those calling from
abroad, or callers who withhold their number can get through
by pressing the requested number.
* Different trueCall units use different Shield Breakthrough Numbers -
yours may not be ‘5’.
Filter (International) Profile
Many nuisance and scam calls come from overseas call
centres. These calls often arrive without a Caller-ID, just with
a notification that they are ‘International’. trueCall Care’s
Filter (International) Profile is based upon the Filter profile,
but adds protection against unwanted international calls.
If the call is from the UK it is handled as in the Filter Profile,
if the call is from abroad trueCall will answer the phone itself
Managing incoming calls
Managing incoming callsManaging incoming calls
Managing incoming calls

10
and play the screening announcement to the caller:-
“This line only accepts calls from authorised numbers. If
your call is important please try an alternative number, or
enter your code now”.
The caller can only get through If they know the 2 or 3 digit
Callers Code. You can give this code to friends and relatives
who live abroad so that they can get through.
You can record your own version of the screening
announcement in your own voice (page 15).
Trusted Callers Only Profile
The Trusted Callers Only Profile gives the maximum
protection against unwanted calls. If the caller’s number is
on the Trusted Callers list the phone rings as normal, all
other callers hear the screening announcement, and can
only get through if they know the Callers Code.
If you select the Trusted Callers Only Profile we strongly
recommend that you record a personal screening
announcement - for example:-
“Hello, Mary only accepts calls from friends and family
members. If you need to get through to her, please hang
up and call her son John on 07767 xxxxxx – that’s John on
07767 xxxxxx – or enter your code now. Thank you”.
Anyone who calls who has a legitimate interest in contacting
Mary will be able to call John. Telemarketers and scammers
will not do this. Other possible wordings for this
announcement are discussed on page 7.
The Zap list - There may be some numbers that repeatedly
call your relative that you would like to block. trueCall has a
special list for these numbers called the Zap list. Whichever
profile you select, trueCall Care will block any number on the
Zap list with an announcement:-
“We’re not interested in your call – please hang up now
and don’t call us again”.
Managing incoming calls

11
You can record your own Zap announcement (page 16).
Callers Code - The Callers Code is by default the last two
digits of the serial number on the barcode label on the
underside of the trueCall unit. You can change this to
something more memorable using the handset menu (page
14) or the Internet Control Panel (page 19).
Managing the Trusted Caller and Zap lists - It’s easy to put
people onto the Trusted Caller list or the Zap list using either
the handset menu (page 14) or the Internet Control Panel
(page 19).
Voicemail - Many people with dementia are unable to manage
voicemail, however if they can, then trueCall has its own built
in voicemail system that you can turn on at the Internet Control
Panel (page 19).
Managing incoming calls
Profile Call handling
Filter Trusted callers Ring the phone
Zap list callers Block the call with Zap announcement
Anyone else Ask the caller to press the Shield
Breakthrough Number
Filter Trusted callers Ring the phone
(International) Zap list callers Block the call with Zap announcement
International
callers
Ask the caller to ring the alternative
number (with Callers Code override)
Anyone else Ask the caller to press Shield
Breakthrough Number
Trusted Callers Trusted callers Ring the phone
Only Zap list callers Block the call with Zap announcement
Anyone else Ask the caller to ring the alternative
number (with Callers Code override)

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Off-hook warning
Sometimes, people will leave their phone off the hook either by
knocking the phone handset out of its cradle, or by pressing the
wrong button on a cordless phone handset. This makes their
line engaged and leaves them uncontactable.
This is something that happens from time to time to us all, but it
is a major problem for older people because friends, family
members and carers will become concerned if they cannot
contact them. There is also the problem that some pendant
alarm systems will not work if the phone is left off the hook.
trueCall Care has an off-hook warning feature that plays an
announcement through its speaker if the phone has been taken
off the hook and no number has been dialled within 30
seconds. The announcement “One of your telephone handsets
is off hook - please replace it” is repeatedly played until the
handset is replaced.
Note - trueCall Care will not warn you if you have left a phone
plugged into another extension socket off the hook.
Management over the Internet
You don’t have to be with your relative to manage and control
the trueCall unit - you can do it from your own home via the
Internet Control Panel (page 19).
Dial up Remote Access
You can dial in to the trueCall Care unit from anywhere in the
world and access the telephone handset menu. This allows you
to listen to voicemail messages, record screening
announcements, change settings, or add numbers to the
Trusted Callers list (page 18). You can tell trueCall to do a
Weblink during a Remote Access call (page 16).
Other features
Other featuresOther features
Other features

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Other features
Selective outgoing call barring
Some people suffering from dementia or obsessive compulsive
disorder dial the same phone number repeatedly. They may
call the speaking clock, a doctor’s surgery, or a member of the
family. This can run up high phone bills and be a nuisance to
the people who receive the calls.
trueCall Care’s outgoing call barring feature allows you to block
calls to certain phone numbers (or number ranges). When your
relative dials one of the barred numbers they will just hear an
unobtainable tone. This stops the call disturbing the called
party, and prevents a bill being run up. Repeated failures to get
through may discourage your relative from making further calls
to these numbers.
You can block calls to whole ranges of numbers - for example
calls to premium rate lines, international calls, or calls to a
particular geographic region. As well as blocking calls dialled
with the full dialling code, you can also block calls where only
the local number is dialled. See page 20 for details of how to
manage the Outgoing Call Barring list.
Note that if trueCall is disconnected or powered down your
relative will be able to call any number they want.
Phone call recording (optional)
Telephone conversations can be recorded if you buy the
optional trueCall Call Recorder memory card. Call recordings
are useful to clear up misunderstandings and identify mis-
selling. It can even identify cases of financial abuse where a
trusted caller is threatening or cajoling your relative to send
them money. Call recordings can be listened to via Remote
Access, and can be transferred from the trueCall Call Recorder
card to a PC to be stored, played back, or emailed.
It is legal for an individual to record personal phone calls for
their own purposes, so your relative must be made aware that
this is happening.

14
The handset menu allows you to change trueCall Care’s
settings. To access the menu, pick up the telephone, wait for
the dial tone and press the button on the top of the unit (or just
dial ‘#  ’).
If you have voicemail turned on, trueCall first plays back any
messages, then plays the handset menu (you can press ’0’ to
skip the messages). trueCall then lists the options. Once you
have heard the option you want to select, just press the key -
you don’t have to listen to all the options.
The following options are available in the menus:-
1►Listen to messages (and call recordings) - Listen to the
new and saved messages. If you have a trueCall Call Recorder
memory card you can also listen to call recordings.
2►Change trusted caller list
2►1►Add a telephone number to the list - Enter the full
telephone number (including the dialling code) that you want
to add to the Trusted Callers list.
2►2►Check a number - Enter a full telephone number to
check whether it is on the trusted caller list, and if it is, you
have the option to delete it.
3►Change trueCall options
3►1►Call handling profile - Profiles allow you to specify
how you want trueCall to handle incoming calls. You can
choose from one of three profiles – Filter, Filter
(International), or Trusted Callers Only (pages 9 and 10).
3►2►Change Callers Code - The default Callers Code is
the last two digits of the serial number printed on the barcode
label on the underside of the unit. You can change it to a
more memorable two or three digit number.
3►3►Change Call recording settings
(option only available if memory card is installed)
3►3►1►Incoming call settings – You can choose how
incoming calls are recorded. Options are to turn incoming
Handset menu options
Handset menu optionsHandset menu options
Handset menu options

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call recording off, to record selected incoming calls, or to
record all incoming calls. For more information see the
separate trueCall Call Recorder guide.
3►3►2►Outgoing call settings – You can choose how
outgoing calls are recorded. Options are as above.
4►Record personal announcements - You can personalise
many of the trueCall announcements by recording them
yourself. Callers prefer to hear announcements made in a
familiar voice as it confirms to them that they have got through
to the right number. By re-recording the announcements you
can personalise the wording to suit your particular needs.
People often find it useful to write down what they want to say
before recording the announcements. Make sure that you are in
a quiet place, as any background noise will be picked up on the
recording. You can record and re-record them as many times
as you like until you are happy with them.
When you have finished the recording, dial in to the phone from
another line and check that the announcements are operating
as you would like. You can always re-record them or revert
back to the standard announcements.
4►1►Record a personal screening announcement - If
you are using the Trusted Callers Only Profile the screening
announcement is played to callers who call from a number
that is not on the Trusted Callers list. If you use the Filter
(International) Profile it is played to international callers.
The purpose of the announcement is to discourage
telemarketers and scammers, but to ask legitimate callers
who have been blocked to either call the carer, or enter the
Callers Code. See the suggested announcements on page 7.
4►2►Record a personal Shield announcement - The
standard Shield announcement is:-
“Hello - If you’re family, a friend or an invited caller please
press 5*, if you are a cold caller please hang up and don’t
call us again”.
Handset menu options

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The announcement needs to announce you (“You’re through
to the Smiths”), tell invited callers to press the Shield
Breakthrough Number, and tell cold callers to hang up.
* Different trueCall units use different Shield Breakthrough Numbers -
yours may not be ‘5’.
4►3►Record apersonal Zap announcement - This is the
announcement played to callers whose number is on the
Zap list. The standard announcement is:-
“We’re not interested in your call – please hang up now
and don’t call us again”.
4►4►Record apersonal ‘wait’ announcement - If you
use either the Filter or Filter (international) Profile this is the
announcement that is played to the caller after they have
pressed the correct key. The standard announcement is:-
“Thank you – I’m trying to put you through, please wait a
moment”.
You may like to personalise this by saying “Please be
patient, it sometimes takes a while to get to the phone”.
4►5►Record a personal voicemail announcement - This
announcement needs to invite the caller to leave a
message. The standard announcement is:-
“Hello - I’m afraid that we’re unable to take your call at
the moment, please leave a message after the tone”
4►6►Record a personal ‘not available’ announcement -
This announcement invites the caller to ring back later - it is
used if the voicemail feature has been turned off or the
message memory is full. The standard announcement is:-
“I’m afraid that we’re unable to take your call at the
moment, please call back later”.
Handset menu options

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5►Set the system date and time - trueCall Care sets its date
and time by dialling into our server when you powered up.
Alternatively you can set the date and time manually here.
6►System information - This option tells you about the
trueCall Care unit - software version, details of the memory
card, unauthorised access attempts and other information that
may be required if you call customer services.
7►System reset - This resets the system to its factory
settings. It deletes any announcements you have recorded, the
Trusted Caller, Outgoing Call Barring, and Zap lists, and resets
the Callers Code and any other changes you have made to the
options. It will also reset the PIN to the last 4 digits of the serial
number printed on a label on the underside of the unit. If you
reset the system you CANNOT later retrieve any of this
information.
Handset menu options

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Remote Access
Remote AccessRemote Access
Remote Access
Dial Up Remote Access
You can remotely access the handset menu by dialling in to
the trueCall unit but withholding your phone number (dial ‘141’
before the number). When trueCall plays you the shield or
screening announcement press the Star key (  ). trueCall will
then ask you for your PIN. The default PIN is the last four
digits of the unit’s serial number (printed on the barcode label
on the underside of the unit). Once you have entered the
correct PIN you have full access to the handset menu.
Sometimes you may want to do a Weblink to check something,
but you live some way away from your relative. It’s not always
easy to ask them to press trueCall’s button to do a Weblink so
Remote Access also allows you to tell the trueCall unit to do a
Weblink. Make a Remote Access call to your relatives phone
and when trueCall plays you its menu dial ‘’. trueCall will
confirm, and ask you hang up, and it then does a Weblink.

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Internet Control Panel Weblink
Internet Control Panel WeblinkInternet Control Panel Weblink
Internet Control Panel Weblink
If you have access to the Internet then you may find trueCall’s
Internet Control Panel useful (www.truecallcontrol.co.uk). It is a
secure web page that you access using your own personal user
name and password. You can change trueCall’s settings, add
and delete items from the phone number lists, and review
details of the calls that have been made and received. Access
to the control panel is free for the first year after which there is a
small annual charge.
Registering - Before you use the Internet Control Panel for the
first time you need to register the trueCall unit and perform a
Weblink. Go to www.trueCallControl.co.uk then click on
‘Register’. You are asked for the unit’s serial number (printed on
the bottom of the unit), your name and email address. Select a
user name and password and click on ‘Submit’. Please read the
terms and conditions carefully and click on ‘Accept’ if you are
happy with them.
Weblink - Weblink is the process by which the trueCall Care
unit synchronises with the Internet Control Panel by dialling up
our server in London (a standard 0208 number). Weblink calls
generally last less than a minute (though the first Weblink after
installation may take a few minutes).
Weblink
Weblink makes sure that the trueCall Care unit and the Internet
Control Panel are up to date with each other
Call history, settings, trusted caller list
Settings, Trusted Caller, Zap, and Outgoing Call Barring lists, software updates

20
You can perform a manual Weblink at any time by pressing
down trueCall’s button and holding it down for two seconds.
Wait for it to ’beep’ then release the button.
You can configure trueCall to perform Weblinks automatically.
For example:-
• Every time the trueCall Care unit is powered up
• Whenever a call is made or received (this keeps the control
panel up to date so that at any time you can see when your
relative last answered or made a call)
• On a daily or weekly basis in the middle of the night. It is
worth checking the calling plan as these calls will often be
free at certain times
• During a regular Remote Access session you can tell
trueCall to do a Weblink (page 16)
• You can configure trueCall to do an automatic Weblink
immediately after each Remote Access - this allows you to
force a Weblink just by making a Remote Access call
Using the Internet Control Panel
Once you have registered, performed a Weblink and logged in
to the Internet Control Panel, you will see a screen with four
options along the top - Home, Phone number lists, Contact
history, and Options.
Home
This page carries useful information, hints and tips and
news. It also gives a summary of calls made and received,
and an analysis of incoming calls.
Phone number lists
This is where you can manage the Trusted Caller, Outgoing
Call Barring, and Zap lists. You can add phone numbers and
names to the lists, and import and export the lists.
As well as specifying individual numbers, you can specify
number ranges using the Wildcard feature.
Internet Control Panel Weblink