Verizon DMS 100 User Manual
®
CentraNet
CustoPAK
USER GUIDE
Telephone Number
Verizon Telephone Number
Switch Type:
n GTD-5 n 5ESS n DMS 100 n DMS 10
®
INSIDE
FRONT
COVER
Thank You for
Selecting Verizon
®
CentraNet
CustoPAK®Service.
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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
❑✓Consultation Hold.................................................................12
❑✓Direct Inward/Outward Dialing (DID/DOD) ..............................13
❑✓Distinctive Ringing (Inside/Outside Ringing) ..........................13
❑✓Intercom..............................................................................14
❑✓Three-Way Calling................................................................15
❑✓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.....................................................................29
CustoPAK Optional Features
❑ *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 ............................................................42
❑ Priority Call ........................................................................42
❑ Select Call Forwarding ........................................................43
Voice Mail and CustoPAK..............................................................45
Appendix.....................................................................................46
Intercom Code Charts..............................................................47
Speed Dialing Code Charts ......................................................50
CustoPAK Feature Activation/Deactivation Codes.......................53
Feature Availability by Switch Type ...........................................55
Your CustoPAK Feature Selections............................................56
Please be sure to read the Introduction and Overview sections
of this guide prior to operating your new CustoPAK system.
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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.
Optional Features are available at an additional charge per line
and must also be installed to be used.
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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.
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.
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To install these features, contact your Verizon representative.
Installation charges may apply.
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We are delighted that you have chosen Verizon.We hope this guide
makes the transition to your new CustoPAK system as smooth as
possible.
For Customer Services, call
1-800-483-5000
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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, ThreeWay 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.
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.
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.
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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.
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Terms You Should Know
CustoPAK Basic Features
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.
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.
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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:
A
Tell the person to whom you are speaking that you are going to
put them on hold.
A
Press the switchhook (or the Tap/Flash/Recall/Link button,
depending on your telephone set).
A
Listen for dial tone.
A
Press .
A
You will hear confirmation tone, followed by dial tone.
A
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:
A
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.
A
When party answers you may consult privately.
To return to a call that is on hold:
A
Press the switchhook (or the Tap/Flash/Recall/Link button,
depending on your telephone set).
A
Listen for confirmation tone.
A
Press (you may now talk to the person that was
on hold).
-OR-
A
Hang up (your phone will ring).
A
Lift the handset (you may now talk to the party that was
on hold).
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:
A
Tell the person to whom you are speaking that you are going to put
them on hold.
A
Press the switchhook (or the Tap/Flash/Recall/Link button,
depending on your telephone set).
A
Listen for dial tone.
A
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.
A
Privately announce the transfer to the recipient. Hang up.
-OR-
A
Hang up (the call is automatically transferred).
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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.
To return to the original caller:
A
Allow the third party to hang up.
A
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.
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 timeconsuming callbacks.
To place a call on hold:
A
Tell the person to whom you are speaking that you are going to put
them on hold.
A
Press the switchhook (or the Tap/Flash/Recall/Link button,
depending on your telephone set).
A
Listen for dial tone.
A
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).
A
When the third party answers, you may consult privately before
reconnecting to the original call.
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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.
available in the GTD-5 switch.
This feature is not
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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.
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 46 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:
A
Pick up the handset and listen for dial tone.
A
Dial the intercom code:
A
switch types.
A
NOTE: For the Intercom feature to function properly, individual
telephone numbers must be assigned to a Multi-Line Hunt group.
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– for 5ESS, GTD-5 and DMS 100
– for DMS 10 switch types.
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:
A
Tell the person to whom you are speaking that you are going to put
them on hold.
A
Press the switchhook (or the Tap/Flash/Recall/Link button,
depending on your telephone set).
A
Listen for dial tone.
A
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).
A
Announce that you are setting up a conference call.
A
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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Touch-Tone
Touch-Tone provides the ability to push-button dial on tone-signaling
telephones to access CustoPAK features and dial telephone numbers.
Rotary dial telephones are not compatible with CustoPAK service.
NOTE: Verizon has automatically activated this feature. You cannot
activate or deactivate the feature as you choose.
CustoPAK Selectable Features
The features listed in this section are available for each of your
CustoPAK lines at no additional monthly charge. You may select as
many or as few of these features as you like, giving you the flexibility
to customize each individual CustoPAK line in the manner which
best suits your business. As you read through this section, be aware
of your switch type (found on the front cover of this guide), since
some features are not available for certain switch types. To add or
change features at any time after your initial installation, contact your
Verizon representative.
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