CentraNet CustoPAK ® ® USER GUI DE Telephone Number Verizon Telephone Number Switch Type: GTD-5 5ESS DMS 100 DMS 10 © 2002 Verizon Communications www.verizon.
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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 ...........................................
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. 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.
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.
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. 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.
Call Hold NOTES: 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. 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.
Consultation Hold Direct Inward/Outward Dialing (DID/DOD) 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. Direct Inward Dialing allows you to receive incoming calls directly at your station.
Intercom Three-Way Calling 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.
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. 16 CustoPAK Selectable Features The features listed in this section are available for each of your CustoPAK lines at no additional monthly charge.
Automatic Callback Call Forwarding Options When you encounter a busy line within your CustoPAK system, a code can be dialed which will connect you when both lines are idle. The request will remain active for 30 minutes unless canceled. Use Automatic Callback to increase productivity by eliminating “telephone tag”, manual callbacks and unnecessary dialing. This feature only works within the CustoPAK system, and the system can only accommodate one request at a time per line.
Call Forwarding NOTES: This Call Forwarding option allows you to have all incoming calls forwarded to a pre-determined telephone number either inside or outside the CustoPAK system. Call Forwarding provides you with the flexibility to choose your own forward-to number, to change it as often as you like and to turn the feature on or off as needed. When activated, it overrides Call Forwarding – Busy Line/ Don’t Answer and gives you the mobility you need to be productive outside the office and after hours.
Call Forwarding – Busy Line Call Forwarding – Don’t Answer This feature automatically routes incoming calls to a pre-determined number (either inside or outside of your CustoPAK system) when your line is busy. Use Call Forwarding – Busy Line to improve customer service by forwarding calls to alternate answering points, ensuring that all incoming calls are covered. This feature can be separate on the line or can be combined with Call Forwarding – Don’t Answer.
Call Pick-Up – Group Call Restriction Options Call Pick-Up – Group enables you to answer (pick-up) calls directed to any other line within your Call Pick-Up group by dialing a code. If more than one person tries to pick-up the call, the first user will receive the call, and the others will receive a busy signal as confirmation that the call was answered. Use Call Pick-Up – Group to provide maximum call coverage and ensure against missed calls.
Call Waiting This valuable feature provides an audible tone while you are on the line that alerts you of another incoming call. You then have the option to either place the present call on hold to answer the incoming call or to disregard it. The calling party will receive ringing tone instead of a busy tone. Use Call Waiting to maximize line efficiency and improve customer service by ensuring prompt responses to urgent inquiries.
Dial Call Waiting (for Intercom dialing) Hunting This feature allows you to send a Call Waiting tone to another line within your CustoPAK system when that line is busy, letting the called party know that someone is trying to reach them. The called party then has the option to answer or ignore the Call Waiting tone. Use Dial Call Waiting to help ensure the timely and efficient flow of information within your business. This feature is not available for GTD-5 switch types.
Speed Dialing Speed Dialing allows you to call frequently dialed numbers by using an abbreviated code, reducing dialing time and time spent searching for telephone numbers. Speed Dialing gives you the flexibility to create and edit your own Speed Dialing list. The Speed Dialing short list consists of 8 numbers unless you have a 5ESS switch type, which provides a 6-number Speed Dialing list.
* 69 Busy Redial This convenient feature automatically stores and allows you to redial the number of the last person who called you. *69 only works on calls made from numbers within your regional calling area and can be used whether you answered the last call or not. If you return the call and the number is busy, *69 will monitor the busy line and attempt to connect your call for up to 30 minutes, unless canceled.
Call Block (*60) Call Block provides you with the capability to block up to 12 external telephone numbers (within your regional calling area) from calling your number, preventing unwanted and nuisance calls. Once activated, any calls from these 12 numbers will be routed to an intercept message. For your protection, calls from outside of your regional calling area and operator-handled calls cannot be blocked. This feature is not available in the DMS 10 switch type.
Call Park – Directed Call Trace This feature is an enhancement to Call Park. It performs the same functions as Call Park, but it allows you to park calls against any number in the CustoPAK system except your own. Only one call can be parked against a CustoPAK line at a given time. This feature is not available for GTD-5 and DMS 10 switch types.
38 Caller ID Caller ID – Number Only Caller ID, along with compatible display telephones or separate Caller ID display box, lets you view the listed name and number of the incoming call before you pick it up. Use Caller ID to help improve customer service by personalizing your greetings and gathering information pertinent to a call before you answer it. You can also use the service to prioritize and screen calls when you are expecting an important call from a customer or supplier.
Enhanced Call Forwarding Executive Busy Override Using a toll free 800 number, you can forward calls from anywhere in the country to any other number of your choice (pager, cellular phone, work phone or home phone). Enhanced Call Forwarding has been installed with a default destination number that you have chosen, and provides you with the flexibility to override the default number whenever necessary. This feature is not available in the DMS 10 switch type.
Priority Call Select Call Forwarding Priority Call enables you to program up to 12 numbers—from within your regional calling area—to be identified with a special ring pattern (short-longshort). Use Priority Call to help you know when an important call comes in so you can give superior service to your high-priority callers. This feature is not available in the DMS 10 switch type.
Voice Mail and CustoPAK Appendix Verizon Voice Mail offers an efficient, businesslike way to capture important messages when you’re away from the office or on the phone 24 hours a day, 365 days a year. If you are unable to answer your line, or you are using your line (line busy), up to 3 calls can forward to your mailbox. Intercom Code Charts GTD-5, 5ESS and DMS 100 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Intercom Code Charts GTD-5, 5ESS and DMS 100 Intercom Code Chart The following charts are provided for you to list your Intercom codes. Each telephone number has been assigned an intercom code, and depending on your switch type, you must press # either before or after the Intercom code number. These Intercom codes have been programmed by Verizon. Instructions for using the Intercom feature are found below and also on page 14 of this guide.
Speed Dialing Code Charts DMS 10 Intercom Code Chart Name Code #2 #3 #4 #5 Telephone Number The following charts are provided for you to list your Speed Dialing codes. The length of your individual Speed Dialing 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 Dialing list that corresponds to your switch type.
GTD-5, DMS 100 and DMS 10 Speed Dialing List Name Code Telephone Number 5ESS Speed Dialing List Name Code 2 2 3 3 4 4 5 5 6 6 7 7 Telephone Number 8 9 50 51
CustoPAK® Feature Activation/Deactivation Codes Feature Activation Code *69 Automatic Callback Busy Redial Call Block Call Forwarding Call Hold Call Park Call Park – Directed Call Pick-Up – Group Call Trace Cancel Call Waiting Dial Call Waiting Executive Busy Override *69 *52 *66 *60 *72 *01 *11 *14 *17 *57 *70 *54 *40 20# - 49# for 5ESS, Intercom GTD-5 and DMS 100. #2 - #7 for DMS 10. #77 61 63 74, then #1 (GTD-5 only) to program. 2 - 9 to use feature for all switches, except the 5ESS.
Your CustoPAK® Feature Selections Feature Telephone Numbers Basic Features Assume Dial “9” Call Hold Call Transfer Consultation Hold Direct Inward/Outward Dialing (DID/DOD) Distinctive Ringing (Inside/Outside Ringing) Intercom Dialing Three-Way Calling Touch-Tone Selectable Features Automatic Callback Call Forwarding Call Forwarding – Busy Line Call Forwarding – Don’t Answer Call Pick-Up – Group Call Restriction Options Call Waiting Cancel Call Waiting Dial Call Waiting Hunting Speed Calling Optional Feat
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