Effective 1 September

Transcription

1 Effective 1 September

2 Important Numbers to Remember Contents Important Numbers to Remember 3 How to Make a Call 4 Voice Messaging 7 Last Call Received 14 Auto Dialing 14 Number Block 14 Call Waiting 15 Phone Divert 16 Phone Divert Remote 17 Three Way Calling 18 Toll Call Control 19 Emergency Services 111 To gain access to the fire department, ambulance or police services, dial 111 and advise the operator which service you require. TelstraClear Customer Care If contacting TelstraClear from home or from anywhere in the country, you simply need to dial for all account enquiries, sales enquiries, changes to existing services, new phone connections, reconnections or extensions or alternatively visit our website Faults For testing engaged lines, reporting faults or urgent repairs. Malicious Calls Ring this number if you receive an obscene or abusive phone call. If you feel your safety is threatened, ring the police immediately. Customer Feedback Call us, or write to TelstraClear Customer Services, Private Bag 92143, Auckland. Directory Assistance National Numbers 018 International Numbers 0172 Mobile Phone Numbers 018 Directory assistance is also available via the Internet at We acknowledge that some or all of the descriptions used in this collateral may have been reproduced from collateral originally developed by Telecom NZ Ltd (TCNZ) and, to the extent that such collateral has been reproduced, TCNZ retains any intellectual property vesting in such material. Page 2 Page 3

3 How to Make a Call This section gives you instructions on making any type of call including faxes, local, national, international and mobile. For all prices, please refer to Local calls Local calls are those made within your local calling area. Your local calling area can be found in The White Pages that covers your region for example, the Wellington local calling area includes the Kapiti local calling area. You can ring any person who resides or works locally, regardless of what landline network they are connected to. Residential customers are not charged for making a local call. National calls National calls are those made to numbers, within New Zealand, that fall outside of your local calling area. You can ring any person who resides, or works in New Zealand, regardless of what landline network they are connected to. Calls are rounded up to the nearest minute. How to make a National call 1 Obtain the number of the person you wish to ring (for National Directory Assistance, dial 018). 2 Find the Area Code for the person by looking it up alphabetically under Area Codes in The White Pages. 3 Dial the numbers in this order: Area Code + Local Number For example, to call Auckland Area Code = 09 Local Number = If your call is answered by an answering machine, call minder, fax machine or modem, you will still be charged for the call because a connection has been made. International calls International calls are those calls made to numbers outside of New Zealand. You can ring any other phone, anywhere else in the world. Calls are rounded up to the nearest minute. How to make an International call 1 Obtain the number of the person you wish to ring (for International Directory Assistance, dial 0172). 2 Find the Country and Area Codes for the person by looking them up alphabetically under International Country and Area Codes in The White Pages. 3 Dial the numbers in this order: Country Code + Area Code + Local Telephone Number For example, to call Manchester, England Country Code = 0044, Area Code = 161, Local Number = If your call is answered by an answering machine, call minder, fax machine or modem, you will still be charged for the call because a connection has been made. In some countries, an unanswered international call still generates a call charge as soon as it arrives (terminates) on the foreign network. Calls to mobile phones and pagers With TelstraClear, you can call any pager on a New Zealand network, or mobile phones throughout the world. Calls are rounded up to the nearest minute. How to make a national call to a mobile phone 1 Obtain the number of the person you wish to ring (some mobile phone numbers are listed with National Directory Assistance dial 018). 2 Dial the number. How to make an international call to a New Zealand mobile phone 1 Obtain the number of the person you wish to ring. 2 Dial the numbers in this order: Network Number + Mobile Number For example, to call : Network Number = 029 Mobile Number = How to make an international call to a non-new Zealand mobile phone 1 Obtain the number of the person you wish to ring. 2 Find the Country Code for the person by looking them up alphabetically under International Country and Area Codes in The White Pages. 3 Dial the numbers in this order: Country Code + Network Number* + Mobile Number * Remove the first 0 from the Network Number. For example, to call in Australia: Country Code = 0061 Network Number = 41 Mobile Number = Calling NZ direct from overseas using a Calling Card TelstraClear offer some of the best international rates in the world, and, as a TelstraClear Calling Card holder, you can call New Zealand from overseas and still enjoy the benefits of our great pricing. Whether you re taking a holiday, or want to fund the occasional call from a family member living overseas. For more information call us on Inmarsat Service The Inmarsat Service provides telephone communications with ships at sea or mobile terminals on land. You will need to know the Inmarsat Mobile Number of the ship or land terminal, plus the name of the ocean it s in. The Ocean Region codes are listed in the International Country and Area Codes section of The White Pages. Page 4 Page 5

4 How to Make a Call Voice Messaging How to make an Inmarsat Call 1 Obtain the Inmarsat mobile number of the ship or land terminal, plus the name of the ocean it is in. 2 Find the Ocean Code by looking under Inmarsat Service in the International Country and Area Codes section of The White Pages. Dial the numbers in this order: 00 + Ocean Region Code + Inmarsat Mobile Number Sending a Fax With TelstraClear, you can send a fax in the same method you make a voice call. Call rates are charged at the same rate as a voice call. Making a Credit Card call 1 Ring the number below that corresponds to your call type: National Calls 010 International Calls Inform the operator that you are making a credit card call. 3 Give your name, your card number, card expiry date and the number you want to call. This service is provided on TelstraClear s behalf by Telecom. Charges relating to this service will be charged to your credit card account directly by Telecom. Making a Collect call 1 Dial the number below corresponding to your call type: National Calls 010 International Calls Inform the operator that you are making a collect call. 3 The operator will call the number, and the receiving person must agree to accept the charges before your call will be connected. This service is provided on TelstraClear s behalf by Telecom. TelstraClear will pass on the cost of this service. Call Bars To prevent chargeable calls being made from your phone, you can have a call bar installed. There are five different types of call bars: 1 Toll Bar 0900 Prevents calls being made to all 0900 numbers 2 Toll Bar International Prevents calls being made to International destinations 3 Toll Bar Full Prevents all toll calls being made 4 Toll Bar Mobile Prevents calls being made to mobiles 5 Toll Call Control Prevents calls being made to outside the local calling area. Includes 0900 numbers and mobiles Contact TelstraClear Customer Services on for details. If you are on the phone, busy or out and about, all your messages can be accessed from a single mailbox. You can listen to your messages at any time, from almost any touch-tone phone in New Zealand. Please contact TelstraClear on TollFree if you require assistance. A service that works really well alongside Voice Messaging to manage your incoming calls is Call Waiting. When you re on the phone, Call Waiting notifies you of an incoming call. You can either answer the call or let Voice Messaging take a message for you. Voice Messaging user guide Before you set up Voice Messaging Voice Messaging will take messages for you as soon as it is connected. If you don t answer the phone or are busy on a call, your caller will hear your personalised message or the following greeting: You have reached the mailbox of (your phone number). Please leave a detailed message after the tone. You can record a message for the phone number connected to Voice Messaging. An interrupted dial tone (a series of fast beeps) when you pick up the phone means you have a new message. The interrupted dial tone will always occur until you set up your Voice Messaging. Some general points about Voice Messaging: Your mailbox is where your messages are kept Your mailbox number is your telephone number including the area code e.g Your PIN is the personal identification number selected by you (see below for details) You can store up to 40 messages at once and each message can be up to three minutes long Voice prompts and help guide you when using your mailbox. Listen to the prompts and follow the instructions. You can press for help at any time To open your mailbox for the first time From your home telephone 1 Dial or 2 Enter Starter pin (your mailbox number). The mailbox number is the phone number including the area code e.g Enter a new PIN between 4 and 10 digits long. Your new PIN can t start with 0 or be the last four digits of your phone number. 4 You will hear a voice prompt press to confirm or to change your password 5 Record your name - you hear your name when you call your mailbox to check your messages 6 Press to confirm or to record your name again 7 Record a friendly, personal greeting to welcome callers and invite them to leave you a message, 8 Follow the voice prompts Page 6 Page 7

5 Voice Messaging From another telephone 1 Dial or 2 Press 3 Dial your mailbox number. The mailbox number is the phone number, including the area code e.g Enter Starter PIN (your mailbox number). The mailbox number is the phone number, including the area code e.g Enter a new PIN between 4 and 10 digits long. Your new PIN can t start with 0 or be the last four digits of your phone number 6 You will hear a voice prompt press to confirm or to change your password (PIN). 7 Record your name - you hear your name when you call your mailbox to check your messages 8 Press to confirm or to record your name again 9 Record a friendly, personal greeting to welcome callers and invite them to leave you message 10 Follow the voice prompts. You can change your personal greeting, mailbox name or PIN as often as you like. Simply call your mailbox, press 3 (personal options) from the main menu and follow the voice prompts. To record your greeting This is the greeting callers will hear when you can t answer the phone. You have up to 2 minutes for your greeting and can choose our standard greeting or record your own. 1 Press personal options 2 Press for greeting options 3 Press to record your own personal greeting 4 Press again to record your personal greeting, or 5 Press to select a standard greeting 6 Follow the voice prompts To change your PIN You can change your PIN at any time. It must be between four and ten digits and can t start with 0 or be the last four digits of your phone number. 1 Press personal options 2 Press to change your password (PIN) 3 Press 4 Enter a new password (PIN) between 4 and 10 digits long followed by the key. 5 Press to save or 2 to change your password (PIN) 6 Follow the voice prompts To change your mailbox name This is the name you hear when you access your mailbox. Remember to name your mailbox. 1 Press for personal options 2 Press for greetings 3 Press to record your mailbox name 4 Press to record your name followed by the key 5 Press to listen to your name or press to save your new name. 6 Follow the voice prompts To listen to your messages If there is a new message in your mailbox, you ll hear an interrupted dial tone (a series of fast beeps) When you pick up the phone. You can check your messages from any phone. From your telephone 1 Dial or 2 Enter your PIN (if prompted) 3 Press to listen to your messages From another telephone (including any mobile*) 1 Dial 2 Press 3 Dial your mailbox number. The mailbox number is the phone number, including the area code e.g Enter your PIN number and 5 Press to listen to your messages * Mobile call charges may apply. Page 8 Page 9

6 Voice Messaging While listening to your messages you can: Press to get help Press to repeat the message Press to save the message Press to delete the message Press to skip the message Press to rewind the message back 10 seconds Press to pause the message (press 8 again to restart) Press to forward the message 10 seconds or skip the date and time before a message Press to find out when the message was received. Your message will continue to play from where it was interrupted Press to call back the caller Press to go back to the main menu Press or END to exit your mailbox The call back option cannot call back anonymous numbers. Deleting by mistake If you delete a message by mistake - don t hang up. Press the key to go back to the main menu and press to listen to your messages again. The message you deleted will be played last. You can then choose to listen to it again, save or delete it. Once you ve hung up, you won t be able to retrieve any messages you ve deleted. What do I do if I get stuck? If there s something you don t understand press 0 for help and Voice Messaging will explain what you need to do. Saving messages Messages can be saved for 20 days. If you would like to save a message for longer, simply listen to the message and resave it. You will receive a notification that your message is about to expire which will prompt you to resave it. It will not automatically delete without notifying you. You will need to make sure you clear your messages regularly, so callers don t find your mailbox is full. Your mailbox can hold up to a total of 40 three-minute messages (both new and saved messages). To leave a message in your own mailbox 1 Dial your own phone number 2 Leave a message, then hang up To access your Message Mailbox from overseas You can check your messages anytime from almost any touchtone phone, anywhere in the world. International call rates apply. 1 Dial the International access code of the country you are calling from 2 Dial - wait for the greeting 3 Enter your mailbox number (Your phone number including the area code e.g ) 4 Press 5 Enter your PIN followed by 6 You are now at the main menu and can listen to your messages To set the number of rings You are unable to turn off your Message Mailbox however, depending on the type of phone you have you may be able to choose the number of times your home phone will ring (between 0 and 9 rings) before Message Mailbox answers. If you choose 0, you won t hear the phone ring, callers will be immediately diverted to your Message Mailbox. If you have set up your own Phone Divert, and you have selected Phone Divert if not answered, Message Mailbox will answer your call after 10 seconds. Set the number of rings (between 0 and 9) before Message Mailbox answers. The service will answer after four rings if you don t change the setting. 1 Dial 2 Choose the number of rings between 0 and 9 that will determine the duration the phone will ring before Voice Messaging answers 3 A number of beeps will be heard to confirm 4 Hang up Page 10 Page 11

7 Voice Messaging What happens to my calls if I m using the Internet? If you are on a Broadband Internet connection There will be no effect on your phone calls. If you are on a Dial Up Internet connection Voice Messaging will take messages when you are using the Internet, if you have set up Call Forward, the caller has the option to press and be forwarded to your mobile so you can continue to receive calls while you use the Dial Up Internet. Remember to check for messages when you disconnect. What happens if I forget my mailbox number or PIN? Your mailbox is always your home phone number including area code. For example, if your home phone number is your mailbox number is If you forget your PIN you can call us on. Added Voice Messaging features - Call Forward You can set Call Forward so callers can press to forward their call to an alternative number of your choice. If you set up Call Forward, when a caller reaches your Voice Messaging voic , they can press to forward their call to an alternative number of your choice. You can change the number, or turn this feature on and off to suit your needs. How it works 1 Press for personal options 2 Press for Message wait notifications 3 Press to set up Call Forward to another number 4 Follow the voice prompts The first time you enter this menu you will be prompted to enter the number you want to forward calls to. The number must begin with a zero, and include the area or mobile network code, for example , or After confirming the number, Call Forwarding is turned on. You may return to the menu at any time to change the Call Forward number programmed in, or turn Call Forward on or off. When the menu is accessed, the last entered Call Forward number is announced to you. You can choose to accept the number (turns on Call Forward with that number), change the number, or turn the Call Forward option off. Things you should know Some people may not be able to access and set up this feature on Voice Messaging. If you are not able to access the Call Forward option in your mailbox menu, ring and ask about our latest Voice Messaging with a full range of features. Calls cannot be forwarded to an international, tollfree or 0900 number. Calls forwarded to a mobile or number outside the local exchange will incur call costs for the forwarded portion of the call. Setting Message Mailbox to send a message to a pager You choose the times you want Message Mailbox to send you a Message Alert by setting up an alert timetable for the week and weekend. For example, you might want Message Mailbox to alert you to new messages from 8am to 6pm during the week and from 12pm to 5pm during the weekend. How it works 1 Press for personal options 2 Press again for notification options 3 Press to set up message waiting notification to a pager 4 Follow the voice prompts When you receive a new message: 1 A message displays how many new messages you have and notes any that are urgent 2 Tone pagers beep 3 Numeric pagers display your phone number 4 Alphanumeric pagers display your phone number and how many new messages you have received 5 Minicall pagers display and your phone number. Page 12 Page 13

8 Last Call Received, Auto Dialling and Number Block Call Waiting Last Call Received allows you to listen to the call that you received whether it was answered or missed. Anonymous numbers cannot be retrieved. 1 To listen to the last call received dial 2 You will hear the number that last called your home phone. 3 Press to connect to the number (only national numbers in New Zealand) 4 Wait 10 seconds to listen to the message again Auto Dialling Auto Dialling is a service that automatically dials a pre-determined number when the handset is removed from the phone for longer than eight seconds. How does it work? With Auto Dialling all you have to do is remove the handset from the phone and after eight seconds, a pre-determined number will automatically be dialled. The number could be an emergency number, a relative, neighbour or a close friend. Auto Dialling is a great service for the sick, elderly, people with poor memory, those living alone or even those with very young children who can t yet remember phone numbers. How to get the Auto Dialling service Select a neighbour, relative or friend who agrees to receive your Auto Dialling directed calls. Call TelstraClear on and we will programme the designated number to your line as your Auto Dialling service. How to activate your Auto Dialling Should you wish to activate your Auto Dialling, all you need to do is remove the telephone handset and, within eight seconds, your friend s or neighbour s phone will be automatically dialled for you. Normal local, national, mobile or international call charges will apply. Note: remember, when you re making normal calls that you need to dial out within eight seconds of removing the handset to ensure the Auto Dialling service is not accidentally activated. Number Block Number Block allows you to hide your home number when making a call. This feature works on a per call basis or can be set up permanently. If you have a permanent Number Block setup, you can override this feature by dialling a short code prior to the number you wish to call. How to unblock your number with permanent Number Block 1 Dial or 2 A number of beeps will be heard to confirm 3 Then dial the number you wish to call To have number blocked setup permanently please call us on How to block your number when making a call 1 Dial or 2 A number of beeps will be heard to confirm 3 Then dial the number you wish to call Call Waiting Call Waiting notifies you of incoming calls when you are on the phone, allowing you to switch back and forth between the two. It also means that incoming callers will never get a busy signal (unless you get more than two incoming calls at once). How Call Waiting works If you re on the phone and another caller phones in, you ll hear a number of short beeps. Switch from one call to the other simply by pressing the recall or hook flash button. Call Waiting is available in most areas. All you need is a touchtone phone. It also works with the Voice Messaging feature. Call Waiting is easy to use: 1 A number of beeps tell you someone s calling you when you re on another call. The second caller hears a normal ringing tone (and will usually keep holding for six to eight rings). 2 Excuse yourself from the first caller, or if you are finished, hang up. 3 To answer the second call, press the flash or recall button on your phone. 4 To return to the first caller, simply press the flash or recall button again and you will be able to continue your original conversation. If you use the flash or recall button on your phone to move between calls you won t lose a caller by mistake. If you hang up the phone and forgot that you still have another call on hold, your phone will ring within two seconds and the second caller will be back on the line. How to suspend Call Waiting before initiating a call You can suspend Call Waiting if, say, you need to make an important call where you don t want to be interrupted, or you re about to use the Internet. Suspend Call Waiting remains in effect only for that call. Once you hang up, Call Waiting is automatically restored. 1 Before you make your call, lift the handset and dial or 2 Enter the number you wish to call 3 When you complete your call, Call Waiting is automatically reactivated. Page 14 Page 15

9 Phone Divert Phone Divert Remote How to suspend Call Waiting before using Dial Up internet 1 Before you Dial Up to the internet, add the or prior to the Dial Up number that is located in the Dial Up internet connection properties window on your computer. 2 Now connect to the internet 3 When you disconnect your Dial Up session, Call Waiting is automatically reactivated. How to suspend Call Waiting during a call You can suspend Call Waiting while you are on a call if say, you would like further incoming calls to be answered by Voice Messaging. 1 While connected to a call press Hook flash or Recall button and wait for dial tone. 2 Dial or 3 A number of beeps will be heard to confirm then call will resume as normal. Call Waiting with other services Call Waiting works really well with Voice Messaging. You can decide whether to accept the second call or let it go through to Voice Messaging to take a message. If you have a fax operating on the same number, we suggest using our Second Phone Number or Phone and Fax Line services, so that you never miss important faxes. Phone Divert Ensure you receive your calls wherever you happen to be. With Phone Divert simply programme your home phone to send calls to your mobile or another number. How Phone Divert works Phone divert lets you transfer all your incoming calls to another number. Phone Divert can only be activated or deactivated from your home phone. Phone Divert - Immediate All calls are diverted straight through to the number you ve chosen. Phone Divert - No Answer The call rings at your home or home business phone. If you don t answer it after 4 rings (9 sec), a recorded message advises your caller the call is being diverted to another number. To have this feature setup to a designated number please call us on Phone Divert - Busy Calls are only diverted if the line is engaged. Note: if call waiting is active the call will not divert unless you are connected to two calls. To have this feature setup to a designated number please call us on Standard calling charges apply if you divert your calls to a mobile phone or to another phone outside your local calling area including international calling areas. These charges are payable by the call diverter, not the caller. Phone Divert Remote With Phone Divert Remote there s no need to worry about activating your Phone Divert service before you leave home. Wherever you are in the country you can activate Phone Divert simply by dialling or If you are calling from overseas, dial the international access code of the country you are Calling from. Dial, then follow normal Phone Divert steps. To programme the number you want your calls diverted to: 1 Lift the handset and wait for the dial tone 2 Dial 181 or, answer tone should be heard 3 Dial the number to which calls are to be diverted including area code if the number is outside your local calling area e.g A number of beeps will be heard to confirm 5 Hang up If you wish to test the number you ve diverting your calls to: 1 Lift the handset and wait for the dial tone 2 Dial the number you are diverting calls from 3 The call will automatically go through to the pre-programmed number. To cancel Phone Divert: 1 Lift the handset and wait for the dial tone 2 Dial or 3 A number of beeps will be heard to confirm 4 Hang up To remotely programme the number you want your calls diverted to: 1 Lift the handset and wait for the dial tone 2 Dial 3 Dial phone number including area code calls are diverted from and the PIN followed by 4 Dial - Activation code 5 Dial phone number including area code calls are to be diverted to followed by #. e.g Press to confirm 7 One long beep will be heard to confirm 8 Hang up Page 16 Page 17

10 Three Way Calling Toll Call Control To cancel Phone Divert Remotely 1 Lift the handset and wait for the dial tone 2 Dial 3 Dial phone number including area code calls are diverted from and PIN followed by #. 4 Dial - Deactivation code 5 Wait for the confirmation tone (1 long beep) 6 Hang up You can still make outgoing calls from your phone when Phone Divert is in use, but the dial tone is different (long-short-long). This reminds you that incoming calls are still being diverted. Call divert is not compatible with Call Restriction or Toll Bars Three Way Calling allows people in three different locations in NZ or across the world to join in on the same phone call. Three Way Calling Three Way Calling allows people in three different locations in NZ or across the world to join in on the same phone call. How does it work? With the press of a button, people in three different locations can share the one phone call. You, as the primary party, dial in the other two parties. When you hang up, the call ends for all three parties. You will also be charged the cost of calling the two other parties (at local, national, home to mobile or international rates as per your TelstraClear calling charges). Three Way Calling requires a touch-tone phone and is available in most areas. Toll Call Control lets you control the chargeable calls made from your phone. Toll Call Control operates in conjunction with a call bar. Upon lifting the receiver a PIN number is entered and the call bar is lifted for the duration of the call. How Toll Call Control works Chargeable calls cannot be made from your phone when Toll Call Control is activated. To make a chargeable call, simply turn Toll Call Control off by entering a four-digit code and PIN. Toll Call Control will automatically be turned on when phone is hung up. To turn Toll Call Control off so you can make a chargeable call: 1 Lift the handset and wait for the dial tone. 2 Dial or followed by your four digit PIN 3 Dial the chargeable number. Things you should know Toll Call Control does not prevent incoming collect or transfer charge calls. You will still be able to make calls to 111 emergency services, Service numbers and other free to call services. To connect a Three Party Call 1 Dial the second location - wait for them to answer. 2 Press the recall or flash button on your phone - you ll hear the engaged tone and then the normal dial tone. 3 Dial the third location - when they answer you may talk privately before you press the recall or flash button twice to go back to the original call. 4 If the third location doesn t reply or is engaged, press the recall or flash button twice to go back to the original call. To disconnect a Three Party Call 1 Simply hang up or ask one of the locations to hang up if their part of the call is finished. To disconnect the third location while keeping the original call going 1 Press the recall or flash button briefly. Page 18 Page 19

11 Terms and Conditions TelstraClear requires 30 days notice of cancellation of TelstraClear Features. This means the usual charges will continue to apply for 30 days after the date you cancel your service, even if it is disconnected within that period. TelstraClear Features do not incur installation charges (except Full Toll Bar), but availability of these services are subject to the capability of the customer s local exchange. All features require the use of a touchtone phone. Some TelstraClear features cannot be used in conjunction with other TelstraClear features. The customer who has the service, not the caller, pays any calling charges resulting from call redirections. TelstraClear Features may be charged in slightly different periods to line rental and other services. TelstraClear Features are available to residential customers only. TelstraClear Features are not available in TelstraClear cabled areas. If you move house, stored information on your TelstraClear Features (e.g. speed dial numbers, messages on Voice Messaging) may be lost. TelstraClear Residential Terms and Conditions apply. Residential Customer Care Phone TollFree Fax TollFree Freepost TelstraClear, Freepost 4768, Private Bag 92143, AMC, Auckland 1TCG057 08/09