FAQs

Q1. How to set up the application?
A1. After installation, you just need to enter the CMHK postpaid mobile number, the SMS will be sent to your handset. SMS code verification will be performed, and you could start to use the application then.

Q2. Can I use this application on another handset if I have installed it on my handset?
A2(Android). Yes. You just need to insert the sim card into the new handset, and after you enter the mobile number, you will receive the SMS verification code. After code verified, you could enjoy the service with your new handset; but the old one will not be worked.

A2(iOS). Yes. You just need to insert the sim card into the new handset, then go to "SETTING" > "ACCOUNT SETTING" > "Change Account". Once clicked, all the history and details in your mobile application will be deleted. Then, you just need to enter the mobile number, and you will receive the SMS verification code. After code verified, you could enjoy the service with your new handset; but the old one will not be worked.

Q3. During roaming, could I make call by using the "Call Manager" secondary number?
A3(Android). For Android handset, you could make call with Call Manager secondary mobile number during roaming situation. However, Macau 1CMN subscriber cannot make calls with Call Manager secondary mobile number when located in Macau, but receive calls.  
Remarks: You could never make call with your secondary fixed-line number.

A3(iOS). For iPhone, you could not make call with Call Manager secondary number during roaming situation.
Remarks: You could never make call with your secondary fixed-line number.

Q4. Without data network, can I use the "Call Manager" service?
A4. Yes, as long as mobile network coverage available.

Q5. When I subscribe the "Call Manager" service, is there any mobile number for selection?
A5. Yes, there are 5 secondary mobile numbers for selection if you want to subscribe mobile number. Also, there are 5 secondary fixed-line numbers for selection if you want to subscribe fixed-line number.

Q6.During secondary number selection, if I dislike all of 5 secondary numbers, how can I do then?
A6. You just need to click cancel, and then re-enter the pin again, and another 5 new secondary numbers will be shown for selection then.

Q7. Any maximum number for secondary number?
A7. Customer could only have 3 secondary mobile numbers and 1 fixed-line number simutaneously and HK$15 per each secondary number subscription.

Q8. Will the call details breakdown by primary number and secondary number on the bill statement?
A8. No, all call record and charge will be counted as primary number.

Q9. If customers turn off the secondary numbers temporarily, what will the caller hear at that moment?
A9. The caller will hear the voice prompt about the secondary number could not be reached temporarily, and then call dropped without any voice mail feature provided. However, if customer reject the incoming call from secondary number, (assume secondary number status is ON) the call will be directed to primary's voice mail.

Q10. How long the calling history will be kept in the App?
A10. At most 90 days. However, the calling history will be removed once you de-register you mobile number in the mobile applicatoin, or un-install your mobile application.

Q11. Could I turn off the secondary number, such that I will not receive any call from secondary number?
A11. Sure, you just need to go to "Settings", and then you can turn OFF the secondary number that you don’t want to receive call. Meanwhile, you cannot make call by using this secondary number.  Please noted that service fee still apply even the secondary.

Q12. If I don't want to use the secondary number anymore, how can I do?
A12. You just need to go to "Settings">"Account Setting", and then find the secondary number that you want to deactivate by clicking the "Delete" button.  Once deleted, you cannot use and get back the secondary number. Service fee for the month is still payable, or paid fee is not be refundable.

Q13. Can I set individual ringtone for each secondary number?
A13. No, this is not allowed to do so.

Q14. Can I still use the secondary number to receive call / call out / send or receive sms if I deleted the app in my phone?
A14. You could still receive the call / SMS from the secondary mobile number; and receive the call from your fixed-line number, however, without the application, you could not make call with the secondary number.

Q15. Can I re-claim my secondary number after deactivated the secondary number?
A15. No, once the number has been deactivated, you could not get back or re-use the secondary numbers.

Q16. What does it mean by turning off the secondary numbers?
A16. Once you turn off the secondary numbers, you could not make call by displaying this secondary number and could not receive the incoming call from this secondary number.

Q17. Can I set call forwarding on the secondary number?
A17. No. You don't have any call forward feature on the secondary number.

Q18. What is the charge for "Call Manager" service? Would there be other chargers beside monthly subscription fee of secondary number in "Call Manager" service?
A18. The monthly fee for "Call Manager" service is HK$15 per secondary number (No pro-rate, and you need to pay whole monthly payment even you didn't use the service for whole month). Within the bill month, you can change the secondary number by paying $15 additionally per number again. If you want to control the mobile application, data fee will be charged. Also, if you want to change the secondary number, additional $15 will be deducted then.

Q19. Is the app free to use / download?
A19. For download and using some of the fucnction in the App , the data usage will be created. Therefore, the data fee will be charged, but depending on which monthly packages you are using. Also, if you want to change the secondary number, additional HK$15 will be charged.

Q20. Can I use the app / apply a secondary number if I am not a CMHK service plan customer?
A20. No, this application is just applicable for CMHK service plan customer. For CMHK prepaid customer, they could only able to manage the primary number with the application.

Q21. Can I still use the secondary number if I deactivated CMHK service plan?
A21. No. Once the primary number has been terminated or deactivated, the corresponding secondary number will be deactivated, and you could not re-use or get back those secondary numbers. If you want to keep the corresponding secondary number, you are recommended to arrange port those secondary numbers to any CMHK service plan, prepaid card or other operators before primary number termination.

Q22. If  I try to call forward the primary number to another number B, will all my secondary numbers also been forwarded to number B?
A22. Yes. Secondary number will be forwarded to designated number upon the setting of primary number.

Q23. When receiving an incoming call/SMS, how can I identify which secondary number is being called?
A23. The message prompt will be shown before you click for receiving the call. For SMS, the header will show which called number you are using for.
* Some handsets may not support message prompt feature. 1CMN customer cannot enjoy message prompt feature at 1CMN regions.
** Secondary fixed-line number could not receive the SMS

Q24. Can I port out my secondary number?
A24. Yes, you could port out your secondary number to CMHK service plan, prepaid card or other operators as you want.

Q25. What services wil the secordary number support? (sms, call, mms, IDD, roaming, video call, call forwarding, voice mail…etc)
A25. SMS, and voice call will be supported for secondary mobile numbers. However, secondary fixed-line number could be used to receive the call only.

Q26. What is the charge and covering of roaming service for secondary number?
A26(Android). Call Manager could support making calls to 25 particular destinations via primary or secondary mobile number in roaming area/countries where supported call back services, but not secondary fixed-line number. And the charge is as same as make call by using Roaming Call Back Service .  For China 1CMN customer making call at China via this app, the charge will be same as *115* Call-Back IDD Service. Macau 1CMN customer cannot use this service at Macau. 25 particular area/country which support making calls to included Hong Kong, Canada, Singapore, USA, Taiwan, Japan, France, South Korea, UK, New Zealand, Malaysia, Vatican City, The Netherlands, Italy, Germany, Australia, Thailand, Philippines, Indonesia, Macau, India, Brunei, Bangladesh, Pakistan and Vietnam.
Dialing Method: Simply input (+) or (001)+ (Country Code) + (Area Code) + (Telephone Number) via the mobile application.

A26(iOS). Customer could not use this Call Manager mobile application for making call during roaming situation.

Q27. When calling out from the secondary mobile number, the phone will show dialing to a "1911xxxxxxxx" number. Is it normal?
A27. Yes, this is the calling prefix that we added for supporting Call Manager service.

Q28. Can I delete the sms or call log in the App?
A28. Yes, you could delete the SMS and call log at your handset's SMS folder and call log history, afterwards, the message content and call log will not be shown at handset and App.

Q29. If primary number has setup a connecting tone, will secondary number share the same connecting tone with the primary number?
A29. No, the connecting tone is only applicable on your primary number.

Q30. After subscribe the Call Manager service, when the secondary number could be activated?
A30. The processing time should be within 1 hour.

Q31. What is the difference in feature between fixed-line secondary number and mobile secondary number?
A31. For fixed-line secondary number, customer could only receive the voice call for this number; however, customer could make voice call, receive voice call, send SMS, and receive SMS for mobile secondary number.

Q32. During roaming, what kind of ringtone will be heard by caller?
A32. If the main number has connecting tone service, the caller will hear the connecting tone for calling main number, but hear roaming tone for calling the secondary number. If the main number don't have the connecting tone service, caller will hear roaming tone for calling both main and secondary number.

Q33. All secondary numbers don't support call waiting feature, if I don't have the voice mail service, what will the caller hear when I have connected a call already?
A33. The other line is engaged in this moment, please try again later.

Q34. I saw the message prompt which show me the incoming call information after received the call with my HTC handset. Why?
A34. The message prompt was designed to show the call information when you receive an incoming call. However, HTC don't use the multi-tasking feature for showing the prompt and receiving phone call in their handsets simultaneously. Therefore this message prompt can only be displayed after the incoming call end in all HTC handsets.

Q35. Does all my SMS notification send from Call Manager App? Can I change the setting? (Applicable for Android device only)
A35. Once installed the Call Manager App, all SMS notification will be sent from the app, so that you can select which number to be used as sender number. You cannot change the setting.

Q36. If Call Manager's customers are using VoLTE, and someone calls his Call Manager's secondary number, what will the caller hear? If the main number has voice mail, could the call re-direct to voice mail box?
A36. The Call Manager's secondary number will not be connected. The phone will not have miss call record. And the call will not re-direct to voice mail box.

Q37. If Call Manager's customers are not using VoLTE, and someone call his Call Manager's secondary number, what will the caller hear? If the main number has voice mail, could the call re-direct to voice mail box?
A37. The call will be connected as normal and can be re-directed to voice mail box. However, Call Manager's secondary number does not support VoLTE service. Therefore, the call will be connected via normal voice network.