Verizon CentraNet, CustoPAK, 5ESS, GTD-5, DMS 100 User Manual
...
CentraNet
®
CustoPAK
®
USER GUIDE
Te lephone Number
Verizon Telephone Number
Switch Type:
GTD-5 5ESS DMS 100 DMS 10
© 2002 Verizon Communications
www.verizon.com/smallbiz
3056-0402
Thank You for
Selecting Verizon
CentraNet
®
CustoPAK®Service.
1
32
Table of Contents
Introduction to This Guide.............................................................................. 4
Overview of Your CustoPAK System ............................................................... 6
Terms You Should Know................................................................................ 8
CustoPAK Basic Features
❑
✓
Assume Dial “9”.................................................................................. 9
❑
✓
Call Hold ............................................................................................. 10
❑
✓
Call Transfer ........................................................................................ 11
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✓
Consultation Hold ................................................................................ 12
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✓
Direct Inward/Outward Dialing (DID/DOD).............................................. 13
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✓
Distinctive Ringing (Inside/Outside Ringing) ......................................... 13
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✓
Intercom ............................................................................................. 14
❑
✓
Three-Way Calling ............................................................................... 15
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✓
Touch-Tone ......................................................................................... 16
CustoPAK Selectable Features
❑ Automatic Callback .............................................................................. 18
❑ Call Forwarding Options ....................................................................... 19
❑ Call Forwarding ................................................................................... 20
❑ Call Forwarding – Busy Line................................................................. 22
❑ Call Forwarding – Don’t Answer ........................................................... 23
❑ Call Pick-Up – Group ........................................................................... 24
❑ Call Restriction Options ........................................................................ 25
❑ Call Waiting ....................................................................................... 26
❑ Cancel Call Waiting (Tone Block) ......................................................... 27
❑ Dial Call Waiting (for Intercom dialing)................................................... 28
❑ Hunting ............................................................................................. 29
❑ Speed Dialing .................................................................................... 30
CustoPAK Optional Features
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*
69 .................................................................................................. 32
❑ Busy Redial ....................................................................................... 33
❑ Call Block (
*
60)................................................................................. 34
❑ Call Park ........................................................................................... 35
❑ Call Park – Directed .......................................................................... 36
❑ Call Trace.......................................................................................... 37
❑ Caller ID ........................................................................................... 38
❑ Caller ID – Number Only .................................................................... 39
❑ Enhanced Call Forwarding .................................................................. 40
❑ Executive Busy Override ..................................................................... 41
❑ Last Number Redial ........................................................................... 41
❑ Priority Call........................................................................................ 42
❑ Select Call Forwarding ....................................................................... 43
Voice Mail and CustoPAK ............................................................................ 44
Appendix.................................................................................................... 45
Intercom Code Charts............................................................................. 46
Speed Dialing Code Charts ..................................................................... 49
CustoPAK Feature Activation/Deactivation Codes ...................................... 52
Feature Availability by Switch Type .......................................................... 53
Your CustoPAK Feature Selections ........................................................... 54
Please be sure to read the Introduction and Overview sections of this
guide prior to operating your new CustoPAK system.
Before you begin using your new CustoPAK system, it is important to know your
switch type, or the type of equipment in the Verizon central office that handles
your telephone service. Your switch type is shown on the front cover of this
guide and may affect which features are available with your CustoPAK system.
Upon installation of your system, your Verizon representative will assist you in
filling out your Feature Grid (see Appendix). Once complete, this grid indicates
which features you have selected for each of your CustoPAK lines. The Appendix
section also contains your Intercom and Speed Calling code charts. You may
wish to make copies of these handy tools and distribute them to other users in
your CustoPAK system for easy reference.
The Overview section which follows this Introduction will begin to acquaint you with
your new CustoPAK system and the many benefits it provides.
We are delighted that you have chosen Verizon. We hope this guide makes the
transition to your new CustoPAK system as smooth as possible.
54
Introduction to This Guide
This guide is intended to provide you with information to help you learn to
operate the features within your new CustoPAK system and get the most out
of its many benefits.
The Features section of this guide describes the three types of features which
are available to choose from:
Basic Features are automatically activated for each of your lines when
you purchase your CustoPAK system.
Selectable Features are available for each of your CustoPAK lines at no
additional monthly charge, but must be installed to be used.
1
Optional Features are available at an additional charge per line and must
also be installed to be used.
1
You may select as many or as few of the Selectable and Optional features as
you like for each of your CustoPAK lines, and may change them at any time.
Should you need assistance selecting additional features or changing features,
your Verizon representative is available to guide you. All features available with
CustoPAK are included in this guide regardless of whether you have selected
them for your system.
1
To install these features, contact your Verizon representative. Installation charges may apply.
For Customer Services,call
1-800-483-5000
In Hawaii, call
643-4411
76
Overview of Your CustoPAK System
Your CustoPAK system is a central office-based service, meaning all equipment
required to operate the system is in the Verizon central office. That also means
you have purchased a reliable, worry-free telephone system, as our central
offices are monitored 24 hours a day, 365 days a year.
Your CustoPAK system can grow as your business grows. It has the capacity
to handle up to 30 telephone lines, and offers a flexible package of features
designed specifically with the small business customer in mind. You can
select which features you want for each of your CustoPAK lines based on your
business and communications needs. You may add or change features at any
time by contacting your Verizon representative (additional charges may apply).
CustoPAK can be customized to perform as a complete telephone system
working on standard single-line telephones or as feature-rich access lines
enhancing your existing telephone system. When used with existing telephone
systems, features like Call Transfer, Three-Way Calling and Consultation Hold
give you the functionality of a built-in second line. When using these features,
other lines remain free for incoming or outgoing calls. And, Call Forwarding
and Call Transfer allow you to easily transfer your calls to another location
outside your system without additional equipment.
Most of the features are activated by the use of codes. You’ll find all of the
information required to activate the CustoPAK features listed in the Features
section of this guide.
Your CustoPAK system comes with a 30-day satisfaction guarantee (except
California). We are confident that this system is the right solution for your
business needs. However, with this guarantee you are entitled to a full credit
of the CustoPAK charges and a change back to your previous Verizon service
if you are not satisfied and notify us within 30 calendar days.
Repair
The Repair Center handles service problems and out-of-service conditions on
your telephone lines and/or features, and the wiring to your location. It does
not handle and cannot fix your telephone equipment.
For problems with the wiring inside your business, you may repair it yourself,
hire a contractor or an electrician, or call Verizon. Verizon does this type of
repair for a fee based on the amount of time and the cost of the materials
required to correct the problem. For information on these services, contact
your Verizon representative.
The Verizon repair number is 1-800-483-2000. The Repair Center is open
24 hours a day, including holidays.
Help Desk
The CentraNet/Voice Mail Help Desk was established to answer your questions
about the operation of your CentraNet CustoPAK and Voice Mail services. Our
Help Desk will explain how the services and features operate, e.g., How do
I transfer a call? How do I reset my Passcode?
If you have questions about your CentraNet CustoPAK service, please call the
Help Desk at 1-800 -483-2000.
The Help Desk is available Monday-Friday between the hours of 5 a.m.-7 p.m.
and Saturday between the hours of 7 a.m.-4 p.m. Pacific Time. The Help Desk
is closed on Sunday.
IMPORTANT INFORMATION: Verizon is in the process of updating all our
central office switches to provide access to Per Call Blocking. This feature
allows you to prevent the appearance of your phone number on Caller ID
display units on a per call basis.
Press before placing an outgoing call to activate this feature.
7
6
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98
Terms You Should Know
Confirmation Tone
Three short bursts of tone heard when using some CustoPAK features. The
confirmation tone lets you know you have completed the activation or deactivation
of the features.
Regional Calling Area
The area within which Verizon can provide local and regional toll calling services.
Switch Type
This term identifies the types of equipment in Verizon’s central office that
handles your telephone service. Your switch type is shown on the front cover of
this guide. It is very important to be aware of your switch type, as it may affect
which features are available with your CustoPAK system.
Switchhook
The buttons or bar generally located under the receiver on a standard desk
telephone or electronic set. The switchhook initiates dial tone and is used to
operate some of the CustoPAK features.
Tap
Flash
Recall
Link
These terms refer to preprogrammed buttons on some telephones, that when
used replace the switchhook. If your telephone is equipped with one of these
buttons, always use it instead of the switchhook to operate the CustoPAK features.
CustoPAK Basic Features
The features listed in this section are automatically included on each of your
CustoPAK lines. These basic features are the backbone of your new CustoPAK
system. Three of these features, Consultation Hold, Call Transfer and Three-Way
Calling provide you with the functionality of a built-in second line.
Assume Dial “9”
This convenient feature allows you to place calls outside of the CustoPAK system
without having to dial the access code “9”.
NOTE: Verizon has automatically activated this feature. You cannot activate or
deactivate the feature as you choose.
1110
Call Hold
Call Hold allows you to place an established call on hold for an extended period
of time—provided neither you nor the other person hangs up—freeing up the
line to place or receive another call. Use Call Hold to help improve response time
while reducing equipment costs and callbacks.
To place an established call on hold:
Tell the person to whom you are speaking that you are going to put them on hold.
Press the switchhook (or the Tap/Flash/Recall/Link button, depending on your
telephone set).
Listen for dial tone.
Press .
You will hear confirmation tone, followed by dial tone.
The call is on hold. Place the handset beside the telephone—do not hang up!
To place another call, while the first caller is on hold:
Key in destination phone number of the third party. Wait for the party to
answer. If you encounter a busy signal, no answer or if an error is made in
dialing, press the switchhook (or the Tap/Flash/Recall/Link button, depending
on your telephone set) twice to connect to the original party.
When party answers you may consult privately.
To return to a call that is on hold:
Press the switchhook (or the Tap/Flash/Recall/Link button, depending on your
telephone set).
Listen for confirmation tone.
Press (you may now talk to the person that was on hold).
-OR-
Hang up (your phone will ring).
Lift the handset (you may now talk to the party that was on hold).
1
0
*
1
0
*
NOTES:
1.) Only one call can be placed on hold at a time per telephone line.
2.) A holding call cannot be added to another call.
3.) Call Hold overrides Dial Call Waiting and Call Waiting. When you put a call
on hold to use the line to make or receive a second call, a third incoming
call will receive a busy signal.
Call Transfer
This valuable feature enables you to transfer an incoming call to any other
number either inside or outside of your CustoPAK system. You can privately
speak with the called party to announce the call prior to completing the transfer.
Use Call Transfer as an efficient way to process misdirected calls and reduce
message-taking and call handling time.
To transfer an incoming call:
Tell the person to whom you are speaking that you are going to put them on hold.
Press the switchhook (or the Tap/Flash/Recall/Link button, depending on
your telephone set).
Listen for dial tone.
To transfer to an internal CustoPAK line, dial the intercom code assigned
to the internal line. To transfer to an outside line dial the number to which
you wish to transfer the call.
Privately announce the transfer to the recipient. Hang up.
-OR-
Hang up (the call is automatically transferred).
NOTES:
1.) If you receive a busy signal, no answer or if an error is made in dialing,
press the switchhook twice to reconnect to the original call.
2.) You cannot transfer a call while on a Three-Way or Call Waiting call.
3.) A call placed from a CustoPAK line to a number outside the system cannot
be transferred to another number outside the system.
4.) Call Transfer may generate local, regional toll or long distance charges.
1312
Consultation Hold
Consultation Hold provides a temporary or “soft” hold without having to dial
an activation code. This allows you to place another call for private consultation
or to initiate a three-way call. Use Consultation Hold to quickly verify customer
inquiries and reduce costly and time-consuming callbacks.
To place a call on hold:
Tell the person to whom you are speaking that you are going to put them on hold.
Press the switchhook (or the Tap/Flash/Recall/Link button, depending on your
telephone set).
Listen for dial tone.
Dial the third party (if you encounter a busy signal, no answer or if an error is
made in dialing, press the switchhook twice to reconnect to the original call).
When the third party answers, you may consult privately before reconnecting
to the original call.
To return to the original caller:
Allow the third party to hang up.
Press the switchhook twice (if the switchhook is only pressed once, a three-way
call will be established).
NOTES:
1.) Consultation Hold overrides Dial Call Waiting and Call Waiting. When you put
a call on hold to use the line to place a second call, a third incoming call will
receive a busy signal.
2.) Call Forwarding cannot be activated while a call is on Consultation Hold.
Direct Inward/Outward Dialing (DID/DOD)
Direct Inward Dialing allows you to receive incoming calls directly at your station.
This can help enhance customer service by allowing incoming callers to quickly
reach you without the delay of a call transfer. Direct Outward Dialing improves
efficiency by enabling you to place calls to locations outside the system without
first dialing an access code or going through a central attendant.
NOTE: Verizon has automatically activated this feature. You cannot activate or
deactivate the feature as you choose.
Distinctive Ringing (Inside/Outside Ringing)
CustoPAK Distinctive Ringing provides you with the ability to distinguish between
internal and external incoming calls, allowing you to greet customers and callers
from outside of your system more professionally. Internal calls—calls placed by
someone within the CustoPAK system using the Intercom feature—will ring with
a single ring. External calls—calls made from outside of the CustoPAK system—
are identified by a double ring. This feature is not available in the GTD-5
switch.
NOTES:
1.) Many telephone sets have their own distinctive ringing patterns that are not
associated with CustoPAK Distinctive Ringing.
2.) Priority Call and Distinctive Ringing cannot be on the same CustoPAK line,
since they share the same ring patterns.
3.) On forwarded calls, the ring pattern will be based on the original line, not the
forwarding line.
4.) On transferred calls, the ring pattern will be based on the transferring line,
not the original line.
5.) Verizon has automatically activated this feature. You cannot activate or
deactivate the feature as you choose.
1514
Intercom
The Intercom feature allows you to speak to, or transfer a call to, any other
person within your CustoPAK system—without incurring local usage charges.
Simply dial the two-digit code that was assigned to the line. See the Appendix
on page 45 of this guide to locate the Intercom Code Chart for your switch type.
The intercom codes are pre-assigned and programmed by Verizon.
To use the Intercom feature:
Pick up the handset and listen for dial tone.
Dial the intercom code:
–for 5ESS, GTD-5 and DMS 100 switch types.
–for DMS 10 switch types.
NOTE: For the Intercom feature to function properly, individual telephone
numbers must be assigned to a Multi-Line Hunt group.
7
#2#
#
9
4
#
0
2
Three-Way Calling
Three-Way Calling enables you to add a third party from either inside or
outside of your CustoPAK system to any established call to create a three-way
conference arrangement. This maximizes line efficiency and reduces costly
and time-consuming callbacks by allowing you to obtain answers to urgent
inquiries from two separate sources in a single call— reducing the costs and
lost productivity of multiple telephone calls.
While engaged in a two-way conversation:
Tell the person to whom you are speaking that you are going to put them on hold.
Press the switchhook (or the Tap/Flash/Recall/Link button, depending on your
telephone set).
Listen for dial tone.
Dial the number of the party you wish to add to the call (if you encounter
a busy signal, no answer or an error is made in dialing, press the switchhook
twice or hang up to reconnect to the original call).
Announce that you are setting up a conference call.
Press the switchhook again (the three-way conference is established).
NOTES:
1.) You may use Three-Way Calling to add another person no matter who
placed the original call. However, if you placed both calls and they are
outside of your CustoPAK system, when you hang up the other two people
will automatically disconnect.
2.) Three-Way Calling may generate local, regional toll or long distance charges.
If you hang up, you will be billed the appropriate charges for the portion of
the call for which you are responsible.
3.) You cannot establish a three-way call using the Automatic Callback feature.
4.) A three-way conference cannot be made between an established call and
a Call Waiting call.
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