User Guide Verizon Centrex CustoPAK® Telephone Number Verizon Telephone Number Switch Type: 1A ©2008 Verizon. All Rights Reserved.
Table of Contents Introduction to This Guide ................................................................. 3 Overview of Your CustoPAK System ............................................... 5 Terms You Should Know ..................................................................... 7 CustoPAK Basic Standard Features ✓ Consultation Hold...................................................................... 8 ❑ ✓ Call Transfer ...............................................................................
CustoPAK Optional Features ❑ Call Block........................................................................................27 ❑ Call Park..........................................................................................28 ❑ Caller ID with Anonymous Call Rejection..........................29 ❑ Caller ID with Name...................................................................30 ❑ Directed Call Park........................................................................
Some features available with your new CustoPAK system may be impacted by the type of telephone equipment you have. The Telephone Equipment Interactions section found on pages 39-42 of this guide details some common situations which may arise. 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.
Your CustoPAK system comes with a 30-day satisfaction guarantee. 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. Terms You Should Know Confirmation Tone Three short bursts of tone heard when using some CustoPAK features.
CustoPAK Basic Standard 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, when using the features. Call Transfer Call Transfer allows you to transfer a call to any other number either within or outside of your CustoPAK system.
Three-Way Calling Touch-Tone Three-Way Calling allows you to have a three-way conference call by adding another party to an existing call, maximizing your line efficiency and reducing callbacks. Use Three-Way Calling when you want to obtain answers to urgent inquiries from two separate sources in a single call. Touch-Tone provides the ability to push-button dial by using tone-signaling telephones. It is required to operate your CustoPAK service.
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. However, some features are not available for certain switch types.
Your CustoPAK system can be equipped with one or all of its five Call Forwarding options. You may select or combine these features to meet your business needs. The Call Forwarding options and their descriptions can be found by referring to the list below: Option Section 1A 5E DM S EW 100 SD DM (SIEM S 10 ENS) Call Forwarding Options •• • • • Page Call Forwarding Don’t Answer....... Selectable Features.................. 15 Call Forwarding Variable................... Selectable Features.................
1A 5E DM S EW 100 SD DM (SIEM S 10 ENS) •• • • • Call Forwarding Variable This Call Forwarding option allows you to temporarily forward calls to another number, either inside or outside of your CustoPAK system. When activated, it overrides Call Forwarding Busy and Call Forwarding Don’t Answer and gives your employees the mobility and flexibility to redirect calls to virtually any telephone. Use Call Forwarding Variable for telecommuting and after hours phone coverage.
CustoPAK Call Hold enables you to place a call on hold for an extended period of time — provided neither you nor the other person hangs up — freeing up the line to answer or make another call. Call Hold allows you to use other CustoPAK features, such as Call Pick-Up and Call Waiting during an existing call (see these features for further instructions). Call Hold can help your business improve response time while reducing equipment costs and callbacks.
•• • • • Call Restriction Options provide you with the ability to select and control the incoming and/or outgoing calling capabilities of your CustoPAK lines. This feature allows you to restrict any or all incoming or outgoing calls on individual lines, e.g. restrict 900 and 976 calls, allow only certain lines the ability to make long distance calls, and prevent incoming calls to certain phones, like lobby and lunch rooms. These restrictions must be programmed by Verizon.
When you do not wish to be disturbed or interrupted during an important call on a line that is equipped with Call WaitingTerminating, you can temporarily deactivate Call Waiting. Simply use the Tone Block feature before you make the call or at any time during the call.
To use this feature: To answer any specific ringing telephone or to enter a call that has already been answered: Lift the receiver. Listen for dial tone. Press –∞§. Listen for second dial tone. Dial the intercom code assigned to the ringing number. If the call has already been answered: The other parties will hear a tone. You will “Barge-In” or be added to the call.
1A 5E DM S EW 100 SD DM (SIEM S 10 ENS) •• • • • Speed Calling CustoPAK Optional Features Speed Calling allows you to create a list of frequently called numbers that may be dialed by an abbreviated code, reducing dialing time and time spent searching for phone numbers. Only one Speed Calling list can be established on each CustoPAK line. The following features are available for each of your CustoPAK lines at an additional monthly charge per line.
Call Park allows you to “park” a call against your own number, then use any other number within the CustoPAK system to retrieve the call, increasing your company’s call handling efficiency. The caller will hear ringing tone until the call is retrieved. This feature functions like Call Pick-Up except that the call is already in progress. To use this feature: Tell the person to whom you are speaking that you are going to put them on hold and that they will hear ringing until you return to the call.
•• • • • Caller ID provides the listed name of the calling party along with the calling number on calls made from specially equipped central offices within your regional calling area. For calls outside of your regional calling area, the display will show name and number, the number only or an out-of-area message.
Priority Call allows you to program up to six (6) numbers within your regional calling area, to ring with a special ring, enabling you to recognize when you are receiving an incoming call from an important caller. Use Priority Call to improve customer service to your most valuable callers. To use this feature: Lift the receiver. Listen for dial tone. Press–§¡. Listen for confirmation tone.
Return Call allows you to automatically return the last incoming call. Use this feature to reach a call you missed. If a busy signal is encountered, the system will attempt to make the connection for up to 30 minutes. You will be alerted with a special ring when the call is returned. This feature works only for calls outside your system and within your regional calling area. To use this feature: Lift the receiver. Listen for dial tone. Press –§ª.
1A 5E DM S EW 100 SD DM (SIEM S 10 ENS) •• • • • Centrex Ultra Forward Centrex Ultra Forward allows you to forward your calls or change your forward-to number from virtually any touchtone phone. This feature gives you all the benefits and flexibility of Call Forwarding Variable plus lets you set up your forwarding from any location. To use this feature: Dial the Verizon Advanced Services phone number: 1.888.383.8080. At the prompt, dial the area code and telephone number you wish to forward.
To transfer callers into Messaging Only Mailboxes: If the line you are using has a mailbox: Answer the telephone call. The caller will request the person for whom they wish to leave a message. Press the switchhook to activate the transfer function. Enter the voice messaging system telephone number.* When you hear the system greeting, press ≠. Enter the seven-digit Messaging Only Mailbox number of the person the caller requested. Hang up immediately.
There are also some telephones that require timing changes to the flash* function to recognize the – and ≠ and properly operate the CustoPAK features. The Central Office switch will recognize a timing interval between 1⁄2 and just over one second. The optimum timing interval is 3⁄4 of a second. Please check with your equipment vendor or manufacturer to see if these conditions apply to your telephone(s).
It is usually best to use the telephone set feature when you wish to: Place an intercom call: The telephone set intercom is associated with the individual sets and should be used for calls within the company. Using the telephone set intercom leaves your line free for incoming calls. The Intercom feature of the CustoPAK system is associated with the telephone number and is best used when operating the CustoPAK features, e.g.
Repair The Repair Center handles service problems and out-ofservice 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.
Appendix Intercom Code Charts 1A and EWSD (Siemens) . . . . . . . . . . . . . . . . . . . . . . . 50 5E and DMS 100. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 DMS 10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Speed Calling List Charts 1A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 5E. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 DMS 100 . . . . . . . . . . .
Intercom Code Charts The following charts are provided for you to list your intercom codes. Each telephone number has been assigned an intercom code, preceded by either a – or ≠ sign, depending on your switch type, which can be found on the front cover of this guide. These intercom codes have been programmed by Verizon. Instructions for using the Intercom are found below and also on page 12 of this guide. To make an Intercom Call: Pick up the handset. Listen for dial tone.
1A and EWSD (Siemens) Intercom Code Chart Name 50 Code *20 *21 *22 *23 *24 *25 *26 *27 *28 *29 *30 *31 *32 *33 *34 *35 *36 *37 *38 *39 *40 *41 *42 *43 *44 *45 *46 *47 *48 *49 Telephone Number 5E and DMS 100 Intercom Code Chart Name Code *20 *21 *22 *23 *24 *25 *26 *27 *28 *29 *30 *31 *32 *33 *34 *35 *36 *37 *38 *39 *40 *41 *42 *43 *44 *45 *46 *47 *48 *49 Telephone Number 51
DMS 10 Intercom Code Chart Name Speed Calling List Charts #4 The following charts are provided for you to list your Speed Calling codes. The length of your individual speed calling list is determined by your switch type. Your switch type can be found on the front cover of this guide. Be sure to use the Speed Calling list that corresponds to your switch type. The instructions for setting up a list and making calls using Speed Calling can be found below and also on page 26 of this guide.
1A Speed Calling List Name 54 5E Speed Calling List Code Telephone Number Name Code #2 #2 #3 #3 #4 #4 #5 #5 #6 #6 #7 #7 Telephone Number 55
EWSD (Siemens) Speed Calling List DMS 100 Speed Calling List Name 56 Code Telephone Number Name Code #2 #2 #3 #3 #4 #4 #5 #5 #6 #6 #7 #7 #8 #8 #9 #9 Telephone Number 57
Feature Availability by Switch Type DMS 10 Speed Calling List Name 58 Code *20 *21 *22 *23 *24 *25 *26 *27 *28 *29 *30 *31 *32 *33 *34 *35 *36 *37 *38 *39 *40 *41 *42 *43 *44 *45 *46 *47 *48 *49 Telephone Number Features Basic Standard Features Consultation Hold Call Transfer Three-Way Calling Touch-Tone Intercom Selectable Standard Features Automatic Callback Call Forwarding Busy Call Forwarding Don’t Answer Call Forwarding Variable Call Hold Call Pick-Up Call Restrictions Call Waiting-Originating Cal
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