User guide for VERIZON CENTREX CUSTOPAK® Telephone Number Verizon Telephone Number 1.800.837.
Thank You for Selecting Verizon Centrex CustoPAK® Service.
TABLE OF CONTENTS CustoPAK Optional Features Introduction to This Guide................................................................................. 4 Call Block.................................................................................................. 29 Overview of Your CustoPAK System............................................................. 6 Call Park.................................................................................................... 30 Terms You Should Know.........
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.
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 comes with a 30-day satisfaction guarantee (except California). We are confident that this system is the right solution for your business needs.
TERMS YOU SHOULD KNOW CustoPAK BASIC STANDARD 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 TRANSFER THREE-WAY CALLING Call Transfer allows you to transfer a call to any other number either within or outside of your CustoPAK system. You can speak with the called person to announce the call before completing the transfer. You can also improve customer service by using Call Transfer as an efficient way to handle misdirected calls and reduce messagetaking and call handling time.
TOUCH-TONE Touch-Tone provides the ability to push-button dial by using tonesignaling telephones. It is required to operate your CustoPAK service. INTERCOM The Intercom feature allows you to speak with another person within your CustoPAK system without incurring local usage charges. Use the CustoPAK Intercom in conjunction with other CustoPAK features, e.g. Call Transfer and Three-Way Calling for calls within your company.
5E 00 EW SD (SIE DM ME NS S1 ) 0 SIP DM S1 1A AUTOMATIC CALLBACK CALL FORWARDING OPTIONS This feature allows you to be called back when you reach a busy line within your CustoPAK system. When the line becomes free the system will ring your phone and then the other line. Automatic Callback will increase employee productivity by eliminating “telephone tag,”manual callbacks and unnecessary dialing. The feature will stay activated for 30 minutes unless canceled.
SD (SIE DM ME NS S1 ) 0 SIP CALL FORWARDING DON’T ANSWER This feature automatically forwards your calls to a pre- determined number (either inside or outside of your CustoPAK system) when no one can pick up the call. Call Forwarding Don’t Answer will improve your customer service by forwarding calls to alternate answering points, such as voice mail systems or receptionists. The forwarding number must be programmed by Verizon. This feature can be combined with Call Forwarding Busy.
Listen for dial tone. Press . You will hear confirmation tone. Hang up. NOTE: Network charges — either local, regional toll or long distance apply, as applicable for calls to the forwarded-to number, if the number is outside of your CustoPAK system. 00 EW SD (SIE DM ME NS S1 ) 0 SIP 5E DM S1 1A To cancel this feature: Pick up the handset.
If you wish to make another call while your first call is on hold: Press the switchhook to recall dial tone. 00 5E EW DM S1 1A SD (SIE DM ME NS S1 ) 0 SIP When you have completed the call, follow the above instructions to return to the first call. CALL PICK-UP This feature allows any user within the CustoPAK system to answer any other ringing line within their Call Pick-Up Group, ensuring that incoming calls are answered even when the called party is unavailable.
SD (SIE DM ME NS S1 ) 0 SIP CALL WAITING-ORIGINATING A CustoPAK line equipped with Call WaitingOriginating will automatically send a call waiting tone to any other line within the CustoPAK system that is busy when dialed, letting the called party know that someone is trying to reach them. The called person has the option to answer or ignore the call waiting tone. Use this feature to ensure the timely and efficient flow of important information within your company.
To use this feature: Before making a call: Pick up the handset. Listen for dial tone. Press . You will hear confirmation tone followed by dial tone. Dial the number you wish to call. NOTE: Call Waiting will be automatically reactivated when you hang up. During a call: Tell the person to whom you are speaking that you are going to cancel your Call Waiting.
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.
5E 00 EW SD (SIE DM ME NS S1 ) 0 SIP DM S1 1A CustoPAK OPTIONAL FEATURES SPEED CALLING 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.
00 5E EW DM S1 1A SD (SIE DM ME NS S1 ) 0 SIP Follow the voice prompts. CALL PARK 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.
SD (SIE DM ME NS S1 ) 0 SIP 00 EW SD (SIE DM ME NS S1 ) 0 SIP 5E DM S1 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.
To use this feature: Lift the receiver. Listen for dial tone. Press . Listen for confirmation tone. You will hear voice prompts which will give instructions for entering the numbers to be programmed. Follow the voice prompts. To cancel this feature: Lift the receiver. Listen for dial tone. Press . Listen for confirmation tone. You will hear voice prompts which will give instructions. Follow the voice prompts.
To use this feature: Lift the receiver. Listen for dial tone. Press . You will hear the number that just called you ringing. If the line is busy: Listen for confirmation tone. 00 EW SD (SIE DM ME NS S1 ) 0 SIP 5E DM S1 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.
VOICE MESSAGING* AND CustoPAK Verizon Voice Messaging services offer 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. 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.
TELEPHONE EQUIPMENT INTERACTIONS Centrex CustoPAK service is compatible with almost all telephone equipment. However, sometimes there are modifications or adjustments required to the telephone equipment to assure this compatibility. This section is intended to provide some general information about the compatibility of your CustoPAK system and your telephone equipment, and when it may be best to perform a function using your CustoPAK system instead of your telephone equipment, and vice versa.
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-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.
APPENDIX INTERCOM CODE CHARTS 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. 1A and EWSD (Siemens)....................................................
1A AND EWSD (SIEMENS) 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# 48 Telephone Number 5E, DMS 100 AND SIP 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# Telephone Number 49# 49
SPEED CALLING LIST 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 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.
1A SPEED CALLING LIST Name 52 5E SPEED CALLING LIST Code Telephone Number Name Code #2 #2 #3 #3 #4 #4 #5 #5 #6 #6 #7 #7 Telephone Number 53
DMS 100 AND SIP SPEED CALLING LIST Name 54 Code EWSD (SIEMENS) SPEED CALLING LIST Telephone Number Name Code *2 #2 *3 #3 *4 #4 *5 #5 *6 #6 *7 #7 *8 #8 *9 #9 Telephone Number 55
DMS 10 SPEED CALLING LIST Name FEATURE AVAILABILITY BY SWITCH TYPE 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# 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 Call Waiting
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 Dialing Optional Featu
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