Business Call Answering

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1 Business Call Answering A Verizon Business Messaging Service USER GUIDE NY-CNS

2 Thank You for Selecting a Verizon Business Messaging Service. Questions? Please call -800-HELP-986

3 Table of Contents About Your Verizon Business Call Answering Service Capacities Additional dialing rates that may apply Customizing Your Business Call Answering Service. 6 Select your own Passcode Prepare your recorded greetings Getting Started Entering Your Mailbox the First Time From your own telephone From a remote telephone Starting at the Special keys that are always available Returning to the previous menu Help options Advancing through menu options Listening to Your Messages Listen menu Repeat Save Erase Reply Copy Options Rewind Pause Fast-forward Definitions Menu Greetings Personal Greeting Busy Greeting Extended Absence Greeting Passcode Time and Date Announcement Additional Subscription Options Reminder messages To create a Reminder Pager Notification To set up Pager Notification to signal your pager Multiple Mailbox Submailbox Options Submailboxes To create or delete submailboxes To set up submailboxes Listening to messages Send Reply Copy and send Overview Map Inside Back Cover Reference Cards Inside Back Cover Indicates most frequently used features. These are optional features available to subscribers for an additional monthly fee. Questions? Please call -800-HELP-986

4 About Your Verizon Business Call Answering Service Business Call Answering service can be a benefit for your business and for callers who have a need to leave you messages. Voice prompts guide you through the different processes. They move quickly from one step to another in order to make the use of the service fast and convenient. Before dialing into your mailbox, please take a few minutes to review this guide and familiarize yourself with the set-up, operation and features of your new service. This will help you to understand the many options offered to you. Capacities Personal Greeting Business Call Answering Basic Mailbox allows a 45-second Personal Greeting recording capacity. Message Purge (message storage and deletion) You can store a message for 0 days when you press the save key after listening to the message. After 0 days, the system will automatically erase saved messages. Additional dialing rates that may apply Long distance If you dial the system telephone number from a location outside your local calling area, long distance rates will apply. Measured Service If your service is located in a Measured Service area, local usage or message unit charges will apply for each caller forwarded to your mailbox and for each time you dial your system telephone number. Business Call Answering Multiple Mailbox allows a 45-second Personal Greeting recording capacity for the Main Mailbox and for each of the submailboxes. Message Recording Business Call Answering provides a maximum of 40 messages. Each can be up to two minutes in length. NOTE: Please check your messages often and erase the messages you do not need to keep so that new callers can leave messages for you. 4 Questions? Please call -800-HELP-986 5

5 Customizing Your Business Call Answering Service Select your own Passcode The first time you dial your mailbox, you ll be asked to change your temporary Passcode to a Passcode of your own choice. Your chosen Passcode will then be permanent until you wish to change it again. This will keep your mailbox private and secure. Your Passcode must be a 4- to 0-digit number which should be easy for you to remember and difficult for other people to guess. Prepare your recorded greetings (see pages 8-) There are three kinds of user-recorded greetings, a Personal Greeting for when you cannot answer your telephone, a Busy Greeting for when you re already on your telephone and an Extended Absence Greeting for when you are out of the office for an extended period of time. These greetings are what your callers will hear. Sample Personal Greeting: This is the ABC Company. No one is available to take your call right now; but your call is important to us. Please leave your name, telephone number and message after the beep and we will promptly return your call. Or select our automated system greeting: You have reached (your telephone number). or You have reached the voice mailbox of (your recorded name). Please leave a message after the beep. Sample Busy Greeting: This is the ABC Company. Our telephone lines are busy now; but your call is important to us. Please leave your name, telephone number and message after the beep and we will promptly return your call. Or select our automated busy greeting: You have reached (your telephone number). or You have reached the voice mailbox of (your recorded name). The line is currently busy. Please leave a message after the beep. You can record the greetings in your own voice or use our automated, system recordings. Before setting up your mailbox, plan what you want your callers to hear. You can record a 45-second greeting on Basic Mailboxes and a 45-second greeting on a Multiple Mailbox. Suggestion for your recorded greetings: Instruct your callers to press # after they complete their message if they want to review or change their message. Suggestion for your most frequent callers: Inform them that they can fast-forward through your greetings by pressing after your greeting has started to leave a message immediately. # Name Announcement You ll be asked to record your name as a label for your mailbox. Record either your business name or your first and last name. If you ignore recording a Busy Greeting or erase it, callers will hear your Personal Greeting. Automated greetings are not available with Multiple Mailbox. 6 Questions? Please call -800-HELP-986 7

6 Getting Started The first time you dial your mailbox, you ll be asked to set up your mailbox where your callers messages will be stored until you listen to them. Simply follow the steps below: System access telephone number: Mailbox number: Temporary Passcode: Entering Your Mailbox the First Time Listen to the voice prompts. From your own telephone:. Dial your system access telephone number.. Dial your temporary Passcode.. Dial your new Passcode. If using Multiple Mailbox: Create up to 8 submailboxes. Press to create submailboxes OR, Press # to skip this step. If you press : Press the quantity (between and 8) of submailboxes you want to create. The system will create your submailboxes and the voice prompt will tell you the temporary Passcode for each submailbox. Please tell each submailbox user to individually set up their submailbox with their own choice of a Personal Greeting and Passcode. Remember, if you create submailboxes, to include identification of each submailbox and its user when you record your Personal Greeting for the Main Mailbox. Example: ( is submailbox, is submailbox, etc.)... press to leave a message for Joe Smith, press to leave a message for Sally Jones, etc. 4. Record your Personal Greetings. Remember to press # when you finish recording. 5. Record your Name Announcement. From a remote telephone:. Dial your system access telephone number.. Press *.. Dial your mailbox number. 4. Dial your temporary Passcode. 5. Dial your new Passcode. If using Multiple Mailbox: Create up to 8 submailboxes. Press to create submailboxes OR, Press # to skip this step. If you press : Press the quantity (between and 8) of submailboxes you want to create. The system will create your submailboxes and the voice prompt will tell you the temporary Passcode for each submailbox. Please tell each submailbox user to individually set up their submailbox with their own choice of a Personal Greeting and Passcode. 8 Questions? Please call -800-HELP-986 9

7 Remember, if you create submailboxes, to include identification of each submailbox and its user when you record your Personal Greeting for the main mailbox. Example: ( is submailbox, is submailbox, etc.)... press to leave a message for Joe Smith, press to leave a message for Sally Jones, etc. 6. Record your Personal Greetings. Remember to press # when you finish recording. 7. Record your Name Announcement. Starting at the. Dial your system access telephone number (see page 8).. Dial your Passcode. Listen... Send... Reminders... To listen to your messages, press. To send a message to another Business Call Answering subscriber, press. To send a Reminder message, press. Access another Mailbox or Submailbox... 7 To dial another mailbox or submailbox, press Press 9 for the following options: To change your Greeting, Name or Passcode, set up Time and Date Stamp or Pager Notification. Special keys that are always available * Cancel, Exit or Move to Previous Menu This is the star key. Press this key to stop or cancel a current action and return to the previous menu. You may also use this key to exit. 0 # Help This is the zero key. Press this key if you need help or additional information. Complete or Skip This is the pound key. Press this key to complete the current action and move to the next menu. 0 Questions? Please call -800-HELP-986

8 Returning to the previous menu If you choose a menu by mistake or want to return to the and start another process, press * until you hear the voice prompt announce the menu that you want. Help options There may be times when you have trouble locating your Business Call Answering features. When this happens, you can use the Help feature to guide you. First enter your mailbox, then from the : Press 9 for. You can press 0 at any time for help in locating features. Advancing through menu options You can advance (skip) to the next menu without waiting for the current menu s voice prompts to complete by pressing #. Important Tips: For Verizon Centrex CustoPAK customers only: If the line you are using does have a mailbox and you want to transfer a caller to another mailbox, you will need to:. Put the caller on hold by activating the transfer feature.. Dial the voice messaging system access telephone number.. Press the # key. 4. Enter the mailbox number. 5. Press the telephone switchhook. 6. Hang up. If the line you are using does not have a mailbox and you want to transfer the caller to a mailbox, you will need to:. Put the caller on hold by activating the transfer feature.. Dial the voice messaging system access telephone number.. Enter the mailbox telephone number. 4. Press the telephone switchhook. 5. Hang up. Questions? Please call -800-HELP-986

9 Listening to Your Messages You ll know you have messages waiting when you: Pick up the telephone handset and hear an interrupted dial tone. The is the first selection of options that you will always be offered when you dial into your mailbox.. Dial your system access telephone number (see page 8).. Dial your Passcode.. From the, press. * 0 # Cancel/Exit Help Skip Listen to Messages Exit * Stops the listening process and returns you to the Main Menu. To exit your mailbox, continue to press this key until you hear Thank you for calling. Provides more information on the options available to you while listening to your messages. Skips ahead to the next message. Listen Menu Repeat Repeats the message you just heard. Listen to Messages 4 5 Save Erase Reply Copy Saves the message you just heard and plays the next message in your mailbox. Erases the message you just heard and plays the next message in your mailbox. Allows you to send a reply to the submailbox that sent you the message. Sends a copy of the current message to another submailbox. The instructions will ask you to record an introduction to be sent along with the copied message. Repeat Save Erase Reply Copy Options Rewind Pause Forward Cancel Help Skip * 0 # Previous Message Listen Options Time/Date 4 5 Sender You can program your mailbox to automatically play the time and date each message was received. See page Options Rewind Pause Allows you the option to listen to the previous message and find out the time and date of the current message and obtain the name or number of the sender. Rewinds message by five seconds. Pauses message for 0 seconds. Press any key to resume the playback of the message. Fast-forward Advances message by five seconds. Important Tips: You can recover messages that you erased by mistake, because messages are not actually erased until you exit your mailbox. To recover a message, return to the by pressing *. Don t hang up! If you are already at the, press to listen to your messages. When you find the message you accidentally erased, press to save it. Questions? Please call -800-HELP-986 5

10 Your Verizon Business Call Answering service contains mailbox set-up options which can be customized to suit your needs and tastes. You may also want or need to make changes to these mailbox set-up options from time to time. Before you read about the specifics of customizing and altering your mailbox set-up options, you may want to familiarize yourself with the definitions below. To begin making changes to your mailbox set-up options, see the chart on page 7 and carefully follow the directions for customizing each option. Menu The following illustrates the options available to you from the Business Call Answering Menu. 9 Definitions Greetings Greeting, Name Announcement, or Passcode To change your Greeting, Name or Passcode, see pages 8-. What your callers hear when they reach your mailbox, when you are currently on the line or when you are on an extended absence. Passcode Other Mailbox Settings To set Time and Date Announcement, see pages 4-5. For submailboxes, see pages 0-. A 4- to 0-digit number you choose to keep your mailbox private and secure. Time and Date Announcement Message Notification To set Pager Notification, see pages 8-9. Allows you to automatically hear the time and date each message was sent, before the message is played. Pager Notification 0 Help Press 0 for help in locating features. For an additional fee, you can be paged when a new message arrives in your mailbox. Multiple Mailbox Gives you a mailbox where you can add up to eight personal submailboxes on a single telephone line. 6 Questions? Please call -800-HELP-986 7

11 Greetings Personal Greeting There may be times when you need to change your Personal Greeting to inform callers of new information, for example, a change in the office hours, or where you can be reached if the call is urgent. For this reason, you may change your Personal Greeting at any time from virtually any location. To change your Personal Greeting:. Dial your system access telephone number (see page 8).. Dial your Passcode.. From the, press 9 for. 4. Press to change your Greeting, Name Announcement or Passcode. 5. Press for Greetings. 6. Press for Personal Greeting. Press to review and keep the current Personal Greeting. Press to record your Personal Greeting. Press to use the Automated Greeting/Name Announcement. Busy Greeting Use your Busy Greeting to inform callers that you are in the office, but you are currently on the phone, and if they leave their name, telephone number and a message you will get back to them promptly. To change your Busy Greeting:. Dial your system access telephone number (see page 8).. Dial your Passcode.. From the, press 9 for. 4. Press to change your Greeting, Name Announcement or Passcode. 5. Press for Greetings. 6. Press for Busy Greeting. Press to review or change your Busy Greeting. Press for a sample Busy Greeting. Press to delete your Busy Greeting. 8 Questions? Please call -800-HELP-986 9

12 Extended Absence Greeting There may be instances when you are away from the office for an extended period of time, for example a vacation or an out-of-town conference. Use your Extended Absence Greeting to let callers know the dates you will be gone and the date you will return, or to give them an alternate number to use if their call is urgent. This helps you to avoid giving callers the impression that their messages are not important by letting them know when you expect to be back in the office to return their call. To change your Extended Absence Greeting:. Dial your system access telephone number (see page 8).. Dial your Passcode.. From the, press 9 for. 4. Press to change your Greeting, Name Announcement or Passcode. 5. Press for Greeting. 6. Press for Extended Absence Greeting. Press to turn your Extended Absence Greeting on or off. Press to review or change your Extended Absence Greeting. Press to delete your Extended Absence Greeting. Greeting, Name or Passcode Greeting, Name or Passcode Name Greeting Announcement Passcode Personal Busy Extended Greeting Greeting Absence Greeting 9 Greeting Personal Greeting Busy Greeting Extended Absence Greeting Review and Keep Review or Change Turn on or off Record Automated Greeting/Name Announcement Sample Busy Greeting Delete Review or Change Delete 0 Questions? Please call -800-HELP-986

13 Passcode For security purposes, you may wish to change your Passcode from time to time. Your Passcode must be a 4- to 0-digit number that should be easy for you to remember, but hard for others to guess. You may change your Passcode at any time and as often as you wish. To change your Passcode:. Dial your system access telephone number (see page 8).. Dial your current Passcode.. From the, press 9 for. 4. Press to change your Greeting, Name Announcement or Passcode. 5. Press for Passcode. 6. Dial your new Passcode. 7. Listen to your new Passcode for accuracy. Press to keep the new Passcode. Press to change the new Passcode. Greeting, Name or Passcode Greeting, Name or Passcode Name Greeting Announcement Passcode 9 Dial your new Passcode. Listen to your new Passcode. Press to keep it. Press to change it. Questions? Please call -800-HELP-986

14 Time and Date Announcement The Time and Date Announcement can be turned on or off. It allows you to automatically hear the time and date your message was sent before it is played. By activating this feature, you will automatically hear the time and date before each message. If you do not wish to have this feature activated for all messages, you may press 6, then 5 during any individual message to hear the time and date that message was sent. To hear Time and Date Announcement before each message:. Dial your system access telephone number (see page 8).. Dial your current Passcode.. From the, press 9 for. 4. Press for Other Mailbox Settings. 5. Press for Time and Date Announcement. Press to turn this feature on or off. Press to leave this feature on. 9 Other Mailbox Settings Other Mailbox Settings To hear Time and Date Announcement before your messages are played Press Press to turn this feature on or off. to leave this feature on. 4 Questions? Please call -800-HELP-986 5

15 Additional Subscription Options Reminder Messages Use Reminder service to help you remember appointments or other important events. Simply choose a future delivery date and time for the reminder message to call you. When delivered, Reminder service will ring your telephone and play the reminder message at the date and time you have set. If you do not answer the telephone, the reminder message will be left as a message in your mailbox. After hearing the reminder message, you can choose to have the same reminder message delivered to you again in the future. Reminders Reminders Create Reminder Create Reminder Schedule daily Reminder... To create a Reminder:. Dial your system access telephone number (see page 8).. Dial your Passcode.. From the, press for Reminder. 4. Press to create a Reminder. Press to schedule a daily Reminder. Press to schedule a one-time-only Reminder. 5. Follow the voice instructions to create your Reminder. Remember, you will have to enter the time you want the Reminder service to call you by using the keys on your telephone. Important Tip: Schedule one-time-only Reminder... If your number is busy or does not answer, Reminder service will ring your telephone 5 minutes later to deliver the Reminder to you. After four unsuccessful attempts to reach you, the Reminder will be put into your mailbox. You can record the Reminder message, review or cancel it at any time. You can have up to one daily and six one-time-only Reminders at any time. Once a one-time Reminder has played, it will be erased. The daily Reminders will continue to play until you erase the schedule. 6 Questions? Please call -800-HELP-986 7

16 Pager Notification This feature is available to subscribers for an additional fee. When you are away from the office and you get a new message in your mailbox, your pager will notify you. If you have a digital pager, your system access number will be displayed. To set up Pager Notification to signal your pager when you have new or urgent only messages:. Dial your system access telephone number (see page 8).. Dial your current Passcode.. From the, press 9 for. 4. Press for Message Notification. 5. Press for Pager Notification. 6. Press to set pager number. Press if pager requires a PIN (Personal Identification Number). Press if no PIN is required. To set for urgent only messages: Press 9 for Restrictions. Press for Urgent messages only. 7. Press * to Exit. Sample Personal Greeting: To let your callers know how to mark their message as urgent, you may want to change your message to say: This is the ABC Company. We are unable to take your call at the moment. Please leave your name and telephone number at the beep and we ll call you back soon. If your message is urgent, press pound, nine, one, after recording your message and we ll call you back immediately. 9 Important Tip: Message Notification Pager Notification Pager Notification Set Pager Number If pager requires a PIN Set Pager Number Press * to Exit. If no PIN Pager Notification subscribers can instruct callers during their Personal Greeting (see Personal Greeting on page 8 and Sample Personal Greeting on page 8) on how to label their messages to you as urgent. Message Notification NOTE: Multiple Mailbox submailboxes cannot set individual Pager Notification numbers only the Main Mailbox can turn on this feature. This feature may not be available in your area please call for availability. 8 Questions? Please call -800-HELP-986 9

17 Multiple Mailbox Submailbox Options Submailboxes Multiple Mailbox gives you a mailbox where you can add as many as eight personal submailboxes on a single telephone line. These eight submailboxes are in addition to the Main Mailbox. The Main Mailbox holder can delete or add submailboxes at any time. We recommend making copies of this sample chart for future use. Fill in the submailboxes you plan to create with the name of the individual or department. A temporary Passcode for each submailbox will be automatically created by the system. The temporary Passcode for the Main Mailbox is on page 8 of this User Guide. 0 Submailbox Temporary Number Name Passcode Main Mailbox (your name) To create or delete submailboxes:. Dial your system access telephone number (see page 8).. Dial your current Passcode.. From the, press 9 for. 4. Press for Other Mailbox Settings. 5. Press 4 to create or delete submailboxes. Press to create a submailbox. Press to delete a submailbox. 6. Follow the voice prompts. 7. Press # when finished creating the number of submailboxes you want. After you have finished creating submailboxes, the Main Mailbox user must record a Personal Greeting and a Busy Greeting that announces the submailboxes to callers. (See Personal Greeting on page 8.) Create 9 Other Mailbox Settings Create or Delete Submailboxes Create or Delete Submailboxes Delete Other Mailbox Settings NOTE: Each submailbox holder now needs to follow the steps in To Set Up Submailboxes on page. 4 Questions? Please call -800-HELP-986 Follow voice prompts. Press # when finished creating all Submailboxes.

18 To set up submailboxes:. Dial your system access telephone number (see page 8).. Press *.. Dial the Main Mailbox telephone number. 4. Dial the Main Mailbox Passcode. 5. Press Dial your temporary Passcode for the submailbox (see page 0). 7. Follow voice prompts to set up your submailbox. Listening to messages in submailboxes Multiple Mailbox provides messaging capabilities among the submailboxes and the Main Mailbox. To send a message to another submailbox, enter your mailbox: Press at the Multiple Mailbox. To reply to a message from another submailbox: Press 4 during or after message review. Important Tips: Only the Main Mailbox holder can create or delete submailboxes. All submailboxes can use Reminder service although only seven Reminders can be set at any time for the entire mailbox. Pager Notification only works from the Main Mailbox. If a submailbox holder forgets his or her Passcode, the Main Mailbox holder should delete that submailbox and create it again with a new temporary Passcode. All messages in that submailbox at the time it is deleted will be lost. Main and submailboxes can send messages to each other with delivery options of Urgent, Private, Return Receipt and Future Delivery. Follow the voice instructions. Callers who do not make a selection or who call from rotary phones (non-touchtone) must leave a message in the Main Mailbox. The Main Mailbox holder should always check the Main Mailbox for messages. Each Main or submailbox holder dials their own private Passcode to hear their individual messages. Once at the of a Multiple Mailbox, you can find out which submailboxes have new messages by pressing 8. To copy and send a message to another submailbox: Press 5 during or after message review. Questions? Please call -800-HELP-986

19 Notes Notes 4 Questions? Please call -800-HELP-986 5

20 6 Overview Map & Reference Cards.

21 Business Call Answering Reference Cards Business Call Answering From your own telephone. Dial system access telephone number. Dial your Passcode Dialing Your Mailbox From a remote telephone. Dial system access telephone number. Press *. Dial your mailbox number 4. Dial your Passcode Listen... Send... Reminder... Access another mailbox or submailbox... 7 Submailboxes Exit... * Listen Menu Repeat Save Erase Reply Copy Options Rewind Pause Forward Cancel Help Skip * 0 # Options Previous... 4 Time/Date... 5 Sender... 6 Special Keys Cancel or Exit... * Help... 0 Complete or Skip... # Business Call Answering From your own telephone. Dial system access telephone number. Dial your Passcode Dialing Your Mailbox From a remote telephone. Dial system access telephone number. Press *. Dial your mailbox number 4. Dial your Passcode Listen... Send... Reminder... Access another mailbox or submailbox... 7 Submailboxes Exit... * Listen Menu Repeat Save Erase Reply Copy Options Rewind Pause Forward Cancel Help Skip * 0 # Options Previous... 4 Time/Date... 5 Sender... 6 Special Keys Cancel or Exit... * Help... 0 Complete or Skip... #

22 Business Call Answering Overview Map Listen Menu Repeat Save Erase Reply Copy Options Options Send Menu Send... Change Re-record... Listen... Rewind 7 Pause 8 Forward 9 Cancel Help Skip * 0 # Previous... 4 Time/Date... 5 Sender... 6 Change... Review... Send Copy... 4 Add comments... Delivery Options Urgent... Send... Enter mailbox or group numbers. When finished, press #. Record message then press #. Delivery Options... 9 Private... Return Receipt... Reminder... Greeting, Name Announcement or Passcode Future Delivery... 4 Access another mailbox or submailbox... Submailboxes Greeting, Name Announcement or Passcode... Greeting... Name Announcement... Passcode... Greeting Personal Greeting... Busy Greeting... Extended Absence Greeting Other Mailbox Settings... Other Mailbox Settings Exit... * Message Notification... Set Time/Date Announcement... Create/Delete Submailboxes... 4 Special Keys that are always available Cancel or Exit... Help... Complete or Skip... # * 0 Help... Exit... * 0 Message Notification Pager Notification... Questions? Please call -800-HELP-986

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