Frequently Asked Questions
Handling assigned names
  How can I assign names to my Personal Assistant service?
Avoiding wrong calls
  How can I avoid wrong calls in using my Personal Assistant service?
Handling password
  How can I to handle password assignment to my Personal Assistant service?
Trouble-Shooting
1. Why does the system rejects my Web Login Name and Web Login Password on registration?
2. What should I do if I forget both the Web Login Name and Web Login Password of my Personal Assistant service?
3. I have added my office number as the optional Caller Telephone Number to my Personal Assistant account, but I cannot register it to the Personal Assistant service. Why is that?
4. For text-input phonebook records, why do I always get connected to a number not desired if I just say the “Name” or “Quick Name”?
5. Why can’t I make emergency calls using Personal Assistant services?
6. How come sometimes my voice-activated calls cannot be successfully put through by the system?
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Handling assigned names
  How can I assign names to my Personal Assistant service?
In assigning names to your phonebook records, we would like to recommend the following suggestions:
  • Avoid using short names

    • For short names such as “Tom”, “Jim” and single Chinese character say “文”, their pronunciations are short. Thus it would be easier for Personal Assistant to wrongly recognize these names. To avoid this occurrence, please associate these names with their surnames.
    E.g.： Name () Better to rename as ()
      "Tom" "Tom Cheung"
    "Jim" "Jim Wong"
    "文" "陳大文"

  • l Avoid having two or more names with similar pronunciations in your Voice Dial Phonebook

    • For names such as “Alan and Allen”, “Issic and Issac” and “亞昌 and 亞祥”, their pronunciations sound almost the same and are quite difficult for Personal Assistant to correctly recognize them. To circumvent this situation, please associate these names with their surnames and/or middle names so as to make them sound differently.
    E.g. Name () Better to rename as ()
      "Alan" "Alan Leung"
    "Allen" "Allen Leung Chi Man"
    "亞昌" "李大昌"
    "亞祥" "陳大文"

  • Assign names that are pronounced instead of using the abbreviated names as imported from Mobile SIM Card

    • As the size of the addressee name in Mobile SIM Card are limited to 12 characters at maximum, most mobile users so often abbreviate or truncate the addressee names. E.g. “Benjamin Cheung” to “B Cheung” and etc. However, when the user wishes to make calls using the Voice Dial Phonebook of Personal Assistant, he/she can no longer remember the modified addressee names. In order to avoid these abbreviated names to be imported into your Voice Dial Phonebook during the SIM phonebook upload, please reassign full names to these records.
    E.g. Name () Better to rename as ()
      "AWWONG" "Alfred Wong"
    "ALFREDMA" "Alfred Ma"
    "BENCHE" "Benjamin Cheung"
    "CHANCHICHEUN" "Chan Chi Cheung"

  • l Minimize the use of “Initials” in names of your Voice Dial Phonebook

    • - For text-input records as uploaded from Mobile SIM Card, so often the names are presented in abbreviated form such as “TM Leung” and “AWCHENG”. To improve recognition accuracy of Personal Assistant, please reassign full names to these records.
    E.g. Name () Better to rename as ()
      "TM LEUNG" "Leung Tai Man"
    "AWCHENG" "Andrew Cheng"
    "SAM TW LAM" "Sam Lam"

  • l Minimize the use of “Initials” in names of your Voice Dial Phonebook

    • - For text-input records as uploaded from Mobile SIM Card, so often the names are presented in abbreviated form such as “TM Leung” and “AWCHENG”. To improve recognition accuracy of Personal Assistant, please reassign full names to these records.
    E.g. Name () Better to rename as ()
      "TK WONG" "T K Wong"
    "AWCHENG" "Andrew Cheng"
    "AW CHU" "Charles A W Chu"
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Avoid wrong calls
  How can I avoid wrong calls in using my Personal Assistant service?
  • Access Personal Assistant service by dialing

    • *88 from your PCCW registered phone at home or office, or

    • 2888 2828 from your registered mobile phone, or

    • 2888 2323 from any non-registered tone phones.

  • Avoid accessing Personal Assistant in noisy places

  • Speak slowly and naturally with Personal Assistant

  • Avoid shout names or hotwords

  • Before you say the names for making calls, be sure that you have already added those names into your Voice Dial Phonebook beforehand (either through text-input or voice-enrollment)

  • Some names are having different pronounces or do not sound like they look. If you have names that cannot be properly pronounced or have encountered frequently inaccessible from your Voice Dial Phonebook, remove these names from your
    “text-input” records and add them back through “voice-enrollment”.

  • To make calls using your Voice Dial Phonebook,

    • (a) For a text-input record, please say the contact’s name AND the phone-type.

    E.g. John Chan's home
      John Chan's office
    John Chan's mobile
    John Chan's pager

    (b) For a voice-enrolled record, please say the name exactly as you have pronounced it when recording in the phonebook.

  • Say hotword “Cancel” (“取消”) during the name/phone number acknowledgment if the Personal Assistant makes a wrong call

  • Say hotword “Main Menu” (“主目錄”) to take you back to the main menu at anytime

  • Say hotword “Help” (“幫助”) to seek helps and localized hints from Personal Assistant at anytime


  • Command Set of Personal Assistant


    • Hotwords Action
    General Commands
    Main Menu / 主目錄 Take you back to main menu
    Help / 提示 Provide localized help functions
    Yes / 正確 Accept or confirm a service command
    No / 取消 Reject or cancel a service command
    Cancel / 取消 Abort to process a service request
    Repeat / 重複 Repeat the previous message
    Voice Dial Phonebook Commands
    Phonebook / 電話簿 Access the Voice Dial Phonebook for adding in new voice-enrolled phonebook records
    Save / 儲存 Save a phonebook record into your Voice Dial Phonebook
    Add / 增加 Add another phonebook record into your Voice Dial Phonebook
    Connect / 接駁 Make a call using phone number as looked up
    Phonebook => Browse
    電話簿 => 瀏覽    		 Access the Voice Dial Phonebook for searching existing voice-enrolled phonebook records
    Phonebook => Browse => Search by Name
    電話簿 => 瀏覽 => 名字搜索    		 Search the voice-enrolled phonebook recordsby the contact name
    Phonebook => Browse => Search by Phone number
    電話簿 => 瀏覽 => 電話號碼搜索    		 Search the voice-enrolled phonebook recordsby the contact phone number
    Phonebook => Browse => Browse all
    電話簿 => 瀏覽 => 順序瀏覽    		 Search all voice-enrolled phonebook records
    Phonebook => Delete
    電話簿 => 刪除    		 Access the Voice Dial Phonebook for deleting the phonebook records
    Event Scheduler Commands
    Scheduler / 程序表 Access the Event Scheduler for adding in new voice-enrolled scheduler events
    Voicemail Retriever Commands
    My Home’s Voicemail
    屋企留言信箱    		 Access your voicemail of home phone using Voicemail Retriever *
    My Office’s Voicemail
    公司留言信箱    		 Access your voicemail of office phone using Voicemail Retriever *
    My Mobile’s Voicemail
    手機留言信箱    		 Access your voicemail of mobile phone using Voicemail Retriever *
    My Voicemail / 提取留言 Access your voicemail accounts. The system will prompt you to choose your preferred voice-mail accounts
    User Profile Commands
    My Voicemail => Home
    提取留言 => 屋企    		 Access your voicemail accounts. The system will prompt you to choose your preferred voice-mail accounts*
    My Voicemail => Office
    提取留言 => 公司     		Access your voicemail of office phone using Voicemail Retriever *
    My Voicemail => Mobile
    提取留言 => 手機     		Access your voicemail of mobile phone using Voicemail Retriever *
    User Profile / 用戶設定 Access your user profile
    User Profile => Language
    用戶設定 => 語言選擇    		 Change your language choice for voice access (English / Cantonese)
    User Profile => Dialing Mode
    用戶設定 => 撥號模式    		 Change your dialing mode for voice access (Normal / Expert mode)

    Remark :-
    * - To make use of the Voicemail Retriever, you must have to create the access templates for your respective Voicemail account(s) through the Personal Assistant web-account.
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Handling password
  How can I to handle password assignment to my Personal Assistant service?
  • Destroy the PCCW Service Confirmation Letter after memorizing the first-time Login User Name, Password and IVR PIN *. With the first-time login details, login to the PCCW Personal Assistant web-account and change the login details to your personalized profile.

  • To assign new Login User Name and Password, avoid using easily accessible words or personal number, such as your name, surname, identity number or your birthday.

  • Do not allow unauthorized persons to log in your Personal Assistant web-account and know your login details.

  • Do not allow anyone else to hear the IVR PIN during your call setup.

  • Never write down your Login User Name, Login Password and IVR PIN.

  • Change your Login Password and IVR PIN on a regularly basis via your Personal Assistant web-account.

  • Do not share your email account # with anyone else. Periodically change the login password of your email account.


Remark：
* IVR PIN refers to the optional Personal Identification Number assigned for Voice Access.
# If you have forgotten your in-service Login User Name and/or Password, click on “Forgot Login User Name” and “Forgot Login Password” and fill in the requested information, the missing information will be sent to your pre-registered email address upon the user authentication.
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Trouble-Shooting
1. Why does the system reject my Web Login Name and Web Login Password on registration?
All combinations of Web Login Name and Password must be unique. Another user may already be using the same combination of what you have chosen. If your registration is rejected, please assign another Web Login Name and Password.
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2. What should I do if I forget both the Web Login Name and Web Login Password of my Personal Assistant service?
If you have forgotten your Web Login Name and Web Login Password, you can retrieve them by submitting the “Forgot Login Name/Password” input form located at the Personal Assistant login page. The missing information will be automatically sent to your pre-registered email address.

Alternatively, you may contact our PCCW Customer Service Executive by dialing our Service Repair Centre on 109. Upon the successful authentication of your user identity, the Web Login Name and Web Password will be emailed to your pre-registered email address.
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3. I have added my office number as the optional Caller Telephone Number to my Personal Assistant account, but I cannot register it to the Personal Assistant service. Why is that?
The Personal Assistant system requires that the office phone number to be registered with the system to also be a PCCW direct telephone line or Citinet line. Thus, in case if your office phone line is not one of these two line types, the system will not be able to register it for you.
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4. For text-input phonebook records, why do I always get connected to a number not desired if I just say the “Name” or “Quick Name”?
For text-input records, you are expected to say “Call” and the name of the addressee together with the phone-type. For example, John Chan’s mobile.If you say the “Name” or “Quick Name” without mentioning the “Phone Type” the Personal Assistant will map and direct the telephone number based on your “Primary Contact Phone” of your phonebook record.
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5. Why can’t I make emergency calls using Personal Assistant services?
Access to emergency numbers – e.g. 999 etc. is deliberately barred from the Personal Assistant system. Should you need to make any emergency calls, please dial the numbers directly when hearing the dial tone.
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6. How come sometimes my voice-activated calls cannot be successfully put through by the system?
It is recommended that you select a more quiet environment when making any voice-activated commands.
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