IP Centrex User Guide Release 2.0

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1 IP Centrex User Guide Release 2.0

2 2012 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of Cox Communications

3 Table of Contents Table of Contents IP Centrex User Guide... i Release i Getting Started with Cox Business IP Centrex... 1 First-Time Users... 1 Logging into MyAccount... 1 Accessing the Web Portal... 2 IP Centrex Features... 3 Anonymous Rejection... 3 Answer Confirmation... 4 Auto Callback... 4 Barge-In Exempt... 5 Busy Lamp Field... 6 Call Forwarding Always... 7 Call Forwarding Busy... 8 Call Forwarding No Answer... 9 Call Forwarding Not Reachable Call Forwarding Remote Access Call Forwarding Selective Call Hold Call History Call Notify Call Park Call Park Retrieve Call Pickup Call Return Call Transfer Call Waiting Calling Line ID Blocking per Call Calling Line ID Delivery Internal Calling Line ID Delivery External Calling Name Delivery Calling Name Retrieval i

4 Table of Contents Calling Number Delivery Cancel Call Waiting per Call Common Phone List Custom Ringback User Directed Call Park Directed Call Pickup Directed Call Pickup with Barge In Do Not Disturb Group Directory Hoteling Guest Hoteling Host Incoming Calling Plan (User) Last Number Redial Multi-Location Extension Dialing Music On Hold - User N-Way Conferencing Outlook Integration Personal Call Manager Personal Phone List Personal Status Manager Priority Alert Push To Talk Remote Office Selective Call Acceptance Selective Call Rejection Sequential Ring Shared Call Appearance with Multiple Call Arrangement Simultaneous Ring Personal Speed Dial Speed Dial Standard Voice Mail Three-Way Calling/Consultation Hold/Call Transfer Time Schedule (Personal and Holiday) Unified Messaging Virtual Number Service ii

5 Table of Contents VoiceManager Toolbar Voice Portal Password Appendix A... i Feature Access Codes... i Index... viii IP Centrex User Guide iii

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7 Getting Started Getting Started with Cox Business IP Centrex First-Time Users As a first time user to the Cox Business IP Centrex application, you will receive a welcome from before your installation date. The will contain your username and password. Logging into MyAccount Figure 1 shows a sample welcome that new users receive. The link that is highlighted should be used to access VoiceManager s MyAccount. Figure 1. Welcome (sample) Complete the following steps to log onto VoiceManager s MyAccount. 1. Click the embedded link in the to complete the registration process. You should see the phrase, Congratulations; you have successfully activated your account. 2. Click Go to Login Page. 3. Complete the personalized Secret Question and Answer. (Note: The answer must be 5-20 characters in length.) 4. Complete the Contact options and preferences information. 5. Click Save. IP Centrex User Guide 1

8 Getting Started Accessing the Web Portal You can access the MyAccount web portal in VoiceManager through a graphical user interface (GUI). Figure 2. MyAccount Login Page Use the following steps to access the VoiceManager Web Portal. 1. Enter in your web browser to open the Cox Business home page. 2. Click MyAccount in the Business options at the top of the screen. 3. Enter the login name that has been assigned to you in the Username field. (Note: Your login name/ address has been set up with Administrator privileges.) 4. Enter your Password in the corresponding field. (Note: All first-time users are prompted to change their password.) 5. Click Go to view your online profile information and associated accounts. 2 IP Centrex User Guide

9 IP Centrex Features This section provides steps to help you activate, enable and manage your IP Centrex features on your phone and online. Descriptions and benefits are provided where available. Anonymous Rejection Anonymous Rejection enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID. By activating the service, callers without available Caller ID are informed that the user is not accepting calls at that time. The user s phone does not ring and they do not see or hear any indication of the attempted call. This service does not apply to calls from within the group. You have the option to activate and deactivate the service by accessing the feature either within the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. Privacy Only identified callers are accepted; those without identification don't ring through to your phone. You choose which calls to accept. Efficiency Anonymous Call Rejection helps you avoid unwanted calls so you can manage your time more effectively. Effortless You can turn this feature on in seconds with the click of a mouse. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Anonymous Rejection link. 3. Click the Anonymous Call Rejection On button to activate this feature. (Note: You may elect to use feature access codes *77# to activate and *87# to deactivate.) 4. Click OK to save. IP Centrex User Guide 3

10 Answer Confirmation Answer Confirmation allows the user to enable answer validation for all Simultaneous and Sequential features. The feature is automatically added to all user packages and the default provision setting is off ; therefore, you must manually turn it on to activate. It is used in conjunction with Simultaneous Ring or Sequential Ring features. When you turn it on and receive a simultaneous ring or sequential ring to a device you have configured, the caller hears the message, please push any key to continue this call. This message notifies you that you are about to answer an IP Centrex business call. If you press any key, you are connected to the caller. If you hang up the call without pressing a DTMF key, the call is disconnected. (Note: This is useful to avoid a mobile phone answering with voic .) Auto Callback Automatic Callback allows you to request notification when a busy line within your group becomes available. A distinctive ring notifies you when the user is available. Convenience Eliminate the need to repeatedly dial a user in your firm to check if they are available. Efficient Establish better and faster communications within your company. 1. From the Voice Tools menu, click the Outgoing Calls option. 2. Click the Automatic Callback link. 3. Click the Automatic Callback On button to activate this feature. (Note: From your phone, you may elect to use feature access code #80# to deactivate.) 4. Click OK to save. 4 IP Centrex User Guide

11 Barge-In Exempt Barge-in Exempt allows you to block users who have the Directed Call Pickup with Barge-in feature from intruding on your active calls. Privacy Maintain your current phone call without possibility of interruption from callers with barge-in capability. Convenience Turn feature on or off with the click of a button. 1. From the Voice Tools menu, click the Call Control option. 2. Click the Barge-In Exempt link. 3. Click the Barge-In Exempt On button to activate this feature. 4. Click OK to save. IP Centrex User Guide 5

12 Busy Lamp Field Busy Lamp Field works with your IP Phone to enable you to see when designated users are engaged in a telephone call. Likewise, users that are equipped with this feature and have selected your number can see when you are on a call. Customer Service Informs you about who is on an active call so that you can transfer a customer call to an available resource. Privacy Reduces interruptions when you are on the phone; and provides you with similar awareness of when others should not be disturbed. Note: Confirm that your Administrator has loaded the desired extension number(s) on your IP phone for which you want a Busy Lamp Field indication. 1. From the Voice Tools menu, click the Client Applications option. 2. Click the Busy Lamp link. 3. Click Search to locate the person whose phone you want to monitor. 4. Select the name of the person from the Available Users panel and click Add to move them to the Monitored Users panel. 5. Click OK. 6 IP Centrex User Guide

13 Call Forwarding Always Call Forwarding Always enables you to redirect incoming calls to another phone number. You may activate and deactivate the service by accessing the feature within the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. If you activate the feature, you must specify the telephone number to which the calls will be forwarded. Availability Enables key personnel to be available even when they are out of the office. Mobility Increases employee mobility without reducing communication. Decreases the risk of missing an important call. Coverage Equips other resources to manage calls when a key resource is away. Within the web interface, a ring reminder option alerts you that this service is still activated. 1. From the Voice Tools menu, select the Incoming Calls option. 2. Click the Call Forwarding Always link. 3. Click the Call Forwarding Always On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *72# to activate and *73# to deactivate.) 4. Enter the telephone number that you want calls forwarded to in the Calls Forward to phone number field. 5. Check the Play Ring Reminder when a call is forwarded checkbox if you want an alert ring to sound on your phone to remind you that the call has been forwarded. 6. Click OK to save. IP Centrex User Guide 7

14 Call Forwarding Busy Call Forwarding Busy allows you to forward your incoming calls to a different number when your phone is busy. Use this service when you want another person to receive the call instead of the caller being sent to your voice messaging box. You have the option to activate and deactivate the service by accessing the feature from the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. If activated, you must specify the forwarding number. Coverage Instead of having callers sent to your voice mail, program your phone to ring another person to maintain a more individual approach. Focus Stay focused on your tasks and decrease the chance of missed deadlines. 1. From the Voice Tools menu, select the Incoming Calls option. 2. Click the Call Forwarding Busy link. 3. Click the Call Forwarding Busy On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *90# to activate and *91# to deactivate.) 4. In the Calls Forward to phone number field, enter the telephone number that you would like your calls forwarded to when you are on another line. 5. Click OK to save. 8 IP Centrex User Guide

15 Call Forwarding No Answer Call Forwarding No Answer allows you to forward your calls to a different phone when you do not answer your phone within a predetermined number of rings. Use this service to ensure the call is answered rather than having it sent to a voice messaging system or missing the call. You have the option to activate and deactivate the service by accessing the feature from the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. If activated, you must specify the forwarding number. Service Instead of making callers leave a message, you can instantly provide another answering option. Availability Keep in touch regardless of your location and minimize caller frustration if you are unable to answer your calls. 1. From the Voice Tools menu, select the Incoming Calls option. 2. Click the Call Forwarding No Answer link. 3. Click the Call Forwarding No Answer On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *92# to activate and *93# to deactivate.) 4. Enter the Call Forward No Answer phone number. 5. Select the number of rings you prefer before the call is sent to the forwarded number. 6. Click OK to save. IP Centrex User Guide 9

16 Call Forwarding Not Reachable Call Forwarding Not Reachable allows you to forward all of your incoming calls to a different phone number when the phone system is not operational; for example, due to a power outage, cable cut, or device connection issue. Continuity Enables calls to be answered during an outage or disaster recovery situation. Automatic After initial set up, 24x7 Business Continuity occurs automatically on all routing. Flexibility The telephone number used for routing calls can be changed instantly from any internet connection. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Call Forwarding Not Reachable link. 3. Click the Call Transfer Recall On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *94# to activate and *95# to deactivate the feature.) 4. Enter the Call Forward To phone number. 5. Click OK to save. 10 IP Centrex User Guide

17 Call Forwarding Remote Access Call Forwarding Remote Access enables users to activate, deactivate, and program their Call Forwarding Always service from any phone via their voice portal. IP Centrex Features Convenience Manage how your calls are forwarded from any location. Ease: Change your call forwarding option, activate and deactivate the feature and change the destination to which calls are forwarded through a one-digit touch. 1. From your phone, dial the 10-digit Voice Portal number provided by Cox Business. 2. At the prompt, enter your 10-digit VoiceManager number followed by the # key. 3. At the prompt, enter your passcode followed by the # key. 4. Press 4 to change your Call Forwarding option. 5. Press 1 to activate Call Forwarding. 6. Press 2 to deactivate Call Forwarding. 7. Press 3 to change the Forwarding Destination. 8. Press * to return to the previous menu. IP Centrex User Guide 11

18 Call Forwarding Selective Call Forwarding Selective allows you to forward specific calls matching predefined criteria to a different phone number. The criteria for Call Forwarding Selective entry can be a list of up to 12 phone numbers or digit patterns and a specified time schedule. For example, all business calls from area code 704 could automatically be forwarded to a specific person or hunt group; or a call from the user s home number from 2:00-3:00 p.m. on Tuesday can be forwarded to your cell phone. Speed Eliminate playing phone tag and having to return messages. You can get your calls without having to give callers different numbers to try and locate you. Control Define which callers can reach you and those that can t. Take the guess-work out of your decision to answer the phone. All criteria for an entry must be true for the call to be forwarded. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Call Forwarding Selective link. 3. Enter the Default Call Forward to phone number. You may elect to click the Play Ring Reminder when a call is forwarded to alert you that the call has been forwarded. 4. Click Apply and Add. 5. Enter a name for the selective call type in the Description field. Click the radio button to identify whether you want to send calls to the default forward phone number or enter a different number to forward the call to, if applicable. 6. From the drop-down menu, select the time schedule that you want to enable selective forwarding. 12 IP Centrex User Guide

19 7. Designate the phone number types or specific numbers you want to answer in the Calls From section. 8. Click OK. 9. Click the Call Forwarding Selective On radio button. 10. Click OK to save. Call Hold Flash Call Hold allows you to dial a feature access code to hold and retrieve calls. To hold the call, click the Flash button or switch hook once then dial the feature access code, *22#. You can then make another call while the first call is held. Press the Flash button followed by *22# to toggle between active and held calls. Availability Ensure important calls are not missed if you are engaged in a call. Flexibility Address those calls that are of a more urgent nature and discuss call-back times for those that are not. 1. From your phone, press the Flash button or the switch hook. 2. Dial feature access code *22# to place the call on hold. 3. Make a second call. (Note: To toggle between calls, press the Flash button and dial *22#.) IP Centrex User Guide 13

20 Call History Call History enables you to view telephone numbers from calls that you have missed, received and dialed. When you click any of the tabs, the Name, Number and Date/Time of the call appears. You may call the number by clicking the link of the telephone number. Convenience Dial calls automatically with the click of a mouse. Information Access contact information instantly on recent call dialed, received, or missed. 1. From the Voice Tools menu, click the Personal Call Manager link. 2. Click the Call History tab. 3. Select Missed Calls, Received Calls, or Dialed Calls to view the calls in those categories. 4. You may place a call to that number immediately by clicking the number link. 14 IP Centrex User Guide

21 Call Notify Call Notify sends you an alert for all incoming calls that meet criteria you have specified. Each Call Notify profile can include up to 12 numbers or digit patterns (such as area codes) and a specific time schedule. Urgency Provide a reminder alert to your smart phone on any high priority business calls you miss. Balance Customize setup options to include calls from family and friends to ensure appropriate follow up. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Call Notify link. 3. Input the address to which the notification should be sent. 4. Click Apply and Add. 5. Enter a name for this selective call type in the Description text field. 6. Click the radio button to designate whether you want to be notified or not. 7. From the drop-down menu, select the time schedule that you want to enable for call notification. 8. Designate the phone number types or specific numbers for which you want to be notified. Click OK to save the profile. 9. Select the Active box for the Call Notify profile you wish to use. 10. Click OK to save. IP Centrex User Guide 15

22 Call Park Call Park enables you to answer a call and park it (place it on hold) so a party at another extension can retrieve it. If you have the Music On Hold feature, it can be enabled for all callers who are parked to hear while they are waiting to have their call answered. Flexibility Hold and retrieve calls from any phone in the facility. Service Answer and hold important calls for other team member until they are available to speak with the caller. 1. From your phone, press the Flash button or switch hook. 2. Press feature access code *68# to park a call to your own line, or press *68 (without the # sign) and follow instructions to park the call on a different extension. 3. Hang up to park the call on that extension. Note: To answer a call parked on your phone, dial feature access code *88# and then the # sign again. To answer a call parked on a different phone, dial feature access code *88# and follow instructions to park the call on that extension. Call Park Retrieve Re-connect with calls that are parked. 1. From your phone, press *88#. 2. Dial the extension where the call is parked and press # or press # if parked on the extension retrieving the call. 16 IP Centrex User Guide

23 Call Pickup Call Pickup enables you to answer any line ringing within your Call Pickup Group. Note: A Call Pickup Group is defined by the Group Administrator. Convenience Answer calls to any phone in the group from any other phone within the call pick-up group. Customer Service Ensure that customer calls are answered in the fewest number of rings. 1. From your phone, press feature access code *98# to answer calls for other phones within your group. (Note: The phone that has been ringing the longest in the Call Pickup Group is answered.) Call Return Call back the last incoming caller (for numbers available to IP Centrex). 1. From your phone, use feature access code *69# to dial the last incoming call automatically. Call Transfer Call Transfer allows you to transfer a call to another phone number inside or outside of the company. This can be done from any flash-equipped phone, the VoiceManager Toolbar, or the Personal Call Manager portal. Service Transfer a caller to the right resource that can best serve them. Send calls to other parties with or without introducing the caller. IP Centrex User Guide 17

24 To transfer a call: 1. Use the Flash button or the switch hook on the initial call. 2. Dial the telephone number or the extension of the person to whom you wish to transfer the call. 3. When the called party answers, you can connect all three calls by flashing your switch hook. 4. To drop out of the call and connect the other two parties, hang up the phone. To set up advanced transfer features: 1. From the Voice Tools menu, click the Call Control option. 2. Click the Call Transfer link and click the Call Transfer Recall On radio button. 3. Set the Number of rings before recall you want the transferring call to ring before returning to you for re-answer. 4. Select the Enable Busy Camp On box and enter the time in seconds if you want to set a time limit for how long a blind transferred call will remain available to be directly answered. For example, Employee A is configured (as shown in the image above) and they blind transfer a call to Employee C, who is engaged in a call, and has activated the Call Waiting feature. If Employee C ends the call within 30 seconds, the camped on call rings their phone immediately. 5. Click the Use Diversion Inhibitor for Blind Transfer On radio button to prevent the call from being redirected to another destination or voice mail without providing information to the destination party. 6. Click the Use Diversion Inhibitor for Consultative Transfer On radio button to prevent the call from being redirected to another destination or voice mail when you provide information to the destination party. 7. Click OK. 18 IP Centrex User Guide

25 Call Waiting Call Waiting allows you to answer another call while you are on the phone. The caller s line identification is provided if your phone is equipped with this capability. You have the option to activate and deactivate the service by accessing the feature from the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. Productivity Enables identification of important calls to address needs immediately. Convenience Decreases the chance of missing calls while on another line with the click of a button. 1. From the Voice Tools menu, click the Call Control option. 2. Click the Call Waiting link. 3. Click the Call Waiting On button to activate this feature. (Note: From your phone, you may elect to use feature access codes *43# to activate and #43# to deactivate.) 4. Click OK to save. When a call comes in while you are on the phone, depress the Flash button to place the current call on hold and answer the second call. IP Centrex User Guide 19

26 Calling Line ID Blocking per Call Calling Line ID Blocking allows you to prevent your number from being displayed when calling numbers outside of your company. However, members of your group can see your number when they are called. Privacy Prevent viewing of your calling line identification; and retain calling line anonymity while on the phone. Choice Show calling line information for specific calls when preferred. You have the option to activate and deactivate the service by accessing the feature either within the VoiceManager Toolbar interface, the MyAccount Portal, or by dialing a feature access code from your phone. 1. From the Voice Tools menu, click the Outgoing Calls option. 2. Click the Line ID Blocking link. 3. Click the Block Calling Line ID on Outgoing Calls On button to activate this feature. To activate Calling Line ID Delivery Blocking for all outgoing calls from your phone, dial feature access code *31#. To deactivate Calling Line ID Delivery Blocking on all outgoing calls, dial feature access code #31#. To block your Calling Line ID on only the next outgoing call from your phone, dial feature access codes *67#, followed by the outgoing call number. 20 IP Centrex User Guide

27 Calling Line ID Delivery Internal Internal Call Line ID Delivery enables the display of a caller s identity inside the company or group, Unless blocked by the user, IP Centrex delivers the available phone number and name of the internal caller. You have the option to activate and deactivate the service by accessing the feature within the VoiceManager Toolbar interface or the MyAccount Portal. Control Decide whether or not to accept an internal company call and customize your greeting accordingly. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Internal Calling Line ID Delivery link. 3. Click the Internal Calling Line ID Delivery On button. 4. Click OK to save. IP Centrex User Guide 21

28 Calling Line ID Delivery External External Call Line ID Delivery enables the display of an outside caller s identity to the user via any calling line ID-equipped phone or device. Delivered information can include the caller s phone number and name. This data is delivered only if available and if it has not been blocked by the caller. You have the option to activate and deactivate the service by accessing the feature within the VoiceManager Toolbar interface or the MyAccount Portal. Control Decide whether or not to accept a call from an external caller and customize your greeting accordingly. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the External Calling Line ID Delivery link. 3. Click the Enable External Calling Line ID Delivery On button to activate this feature. 4. Click OK to save. 22 IP Centrex User Guide

29 Calling Name Delivery Calling Name Delivery enables you to see an incoming caller's name if it is made available with the call. Control Identify the incoming caller s name regardless of whether the caller is from inside or outside of your group. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Calling Name Delivery link. 3. Click the Enable External Calling Name Delivery On radio button to display names of callers outside your group. 4. Click the Enable Internal Calling Name Delivery On radio button to display names of callers inside your group. 5. Click OK to save. IP Centrex User Guide 23

30 Calling Name Retrieval Calling Name Retrieval enables you to identify a caller's name using information from a source other than the Cox Network, such as your Outlook folder or Smart Phone. Control Identify the name of a caller based upon unique information access, and then manage the call as appropriate. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Calling Name Retrieval link. 3. Click the Enable Calling Name Retrieval On radio button to activate the feature. 4. Click OK to save. 24 IP Centrex User Guide

31 Calling Number Delivery Calling Number Delivery enables you to see a caller's telephone number when they are trying to reach you. Control Identify an incoming call s telephone number to prioritize and determine if you want to answer the call. 1. From the Voice Tools menu, click the Incoming Calls option. 2. Click the Calling Number Delivery link. 3. Click the Enable External Calling Number Delivery On radio button to display telephone numbers of callers outside your group. 4. Click the Enable Internal Calling Number Delivery On radio button to display telephone numbers of callers inside your group. 5. Click OK. IP Centrex User Guide 25

32 Cancel Call Waiting per Call Turn off Call Waiting to make an uninterrupted phone call. The Call Waiting service turns back on after the next outgoing phone call. 1. From your phone, press *70#. Common Phone List Common Phone List allows you to create and store a list of frequently called contacts that others in the company can access and call. Click-to-dial capabilities are provided via the VoiceManager Toolbar and Personal Call Manager features. Convenience Create a customized list of contacts you may call at the click of a mouse from anywhere. Productivity Find and use frequently called phone numbers instantly. To Input And Save Phone Numbers 1. From the Voice Administration menu, click the Utilities option. 2. Click the Common Phone List link. 3. Click Add. 4. Enter the contact s Name and Phone Number. 5. Click OK. (Note: To modify an existing contact, follow steps 1-2 above and click the Edit link to the right of the contact s name. Make the changes and click Save.) 26 IP Centrex User Guide

33 To Dial Common Phone List Numbers 1. From the Voice Tools menu, click the Personal Call Manager link. 2. Select the Group tab. 3. Select the Number you wish to contact. 4. Click Dial. (Note: To eliminate this step and place the call when you click it, open the Settings tab and check the Use One-Click Dialing checkbox.) IP Centrex User Guide 27

34 Custom Ringback User Custom Ringback User enables callers to hear a media file when they call you. Instead of ringing, they hear the message or music you specify until their call is answered or goes to voice mail. Image Enhance perception of callers related to unique business or customer service applications, by providing custom messaging or music for them to listen to until their call is answered. 1. From the Voice Tools menu, select the Incoming Calls option. 2. Click the Custom Ringback User link. 3. Click Add to create or Edit to modify an existing ringback profile. 4. In the Description field, enter the name you want to associate to this ringback profile. 5. Select the Play customer ringback radio button. From the Selected Time Schedule dropdown menu, choose the time range you want the ringback recording to be activated. 6. Designate the phone number types or specific numbers that you want to initiate the playback of this ringback recording. 7. To upload the recording, click the Initial Ringback tab near the top of that page. 8. Click the Personal Ringback File radio button and click Browse to locate the audio file you want to use. (Note: The WAV file must use the CCITT u-law or a-law codec format and be less than 2 minutes long.) 9. Click OK to save and return to the summary page. 28 IP Centrex User Guide

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