Centrex User s Guide. Welcome to Centrex Services! Low Up Front Cost No Equipment to Buy or Maintain Unlimited Ability to Grow with Your Business

Transcription

1 Centrex User s Guide Welcome to Centrex Services! Low Up Front Cost No Equipment to Buy or Maintain Unlimited Ability to Grow with Your Business

2 Get more from your telephone service! Centrex is a feature rich service from Consolidated Communications, Inc. (CCI) designed to help your business communicate more effectively. This guide provides descriptions of the many features available and instructions on how to use them. Combine Centrex with the following products and services to provide your business with a complete communications solution. Voice Mail Receive voice messages when you are on the phone or away from the office. Additionally, you can check your messages from any touch tone telephone, send or forward a message to a co-worker, send a group message to multiple mailboxes or even have voice mail alert when a new message is left. High-speed Internet Increase productivity with fast Internet connections with many packages to fit your business needs. Caller ID Caller ID lets you see who s calling so you can choose what calls to answer, whom to speak with and when. Automated Attendant Route calls more efficiently! Automated attendant routes incoming calls to the desired extension without the help or cost of a receptionist. Telephones Buy or lease single or multi-line telephones from CCI. If you require assistance using your service please call our 24-hour help line at: (916) 782-HELP (916) To order additional services or for more information regarding any of the products and services offered by CCI, contact Customer Care at (916) or (800) Long Distance Outstanding customer service and competitive long distance rates can be included on your monthly CCI statement from CCI Long Distance.

3 Table of Contents Centrex Basics Feature Packages... 4 Dial 9 Centrex... 5 Tones and Signals... 5 Caller ID Blocking... 6 Standard Automatic Calling...7 Call Forwarding...8 All Calls... 8 Busy... 9 No Answer Remote Activation Call Hold...12 Call Park...13 Basic...13 Answer Back...13 Directed...13 Call Pick Up...14 Group...14 Directed...14 Call Transfer...15 Call Waiting/Cancel...15 Speed Calling numbers numbers...16 Conference Calling Way Way...17 Call Restriction...18 Optional Loudspeaker Paging...19 Multi-Line Hunting...19 Music on Hold...19 Toll Restriction...19 Private Facilities Access...19 Centr 1

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5 Feature Packages Feature Package I A feature package is included as part of your Centrex service. There are three different packages to choose from. The following is a list of the features available in each package: Feature Package II Feature Package III DIAL 9 CENTREX You can choose to have dial 9 Centrex for your business group. Dial 9 Centrex allows members of your Centrex Business Group to use four digits when making internal calls. When dialing an outside number you must dial 9, then the seven or 10-digit outside number. Automatic Callback Call Forwarding All Calls Busy No Answer Call Hold Call Park Basic Call Pick Up Group Call Transfer Call Waiting/Cancel Distinctive Ringing Speed Calling* (6 numbers) Conference, 3-Way Automatic Callback Call Forwarding All Calls Busy No Answer Remote Activation of Call Forwarding Call Hold Call Park Basic Answer Back Directed Call Pick Up Group Directed Call Transfer Call Waiting/Cancel Distinctive Ringing Speed Calling* (30 numbers) Conference, 3-Way Conference, 6-Way Call Restriction Call Forwarding All Calls Call Hold Call Pick Up Group Call Transfer Distinctive Ringing Speed Calling* (6 numbers) Conference, 3-Way TONES AND SIGNALS There are a number of different tones and signals used with Centrex. The following is a description of each. Dial Tone A steady continuous tone. Recall Dial Tone Several short dial tones followed by a steady, continuous tone. Confirmation Tone Two short tones followed by ringing or a steady tone, depending upon the feature being used. Re-Order Tone A fast busy signal. This indicates an error condition or that a feature may not have been assigned to that line. Internal Call One long ring tone. Outside Call Two ring tones. Automatic Callback Three short ring bursts. Ping Ring One short ring burst, which indicates that call forwarding is active. Speaker Key A speaker key can be used in place of a handset. Flash Key The Flash key is used in many Centrex features. This signals the Central Office and enables the Centrex features to work. Distinctive Ringing Provides a distinctive ring allowing you to distiinguish between calls from within your Centrex group and those from outside your group. 4 5

6 CALLER ID BLOCKING Your telephone number may be displayed to the person or business you are calling if they have Caller ID service and a display unit. There are two free blocking options available: complete blocking and selective blocking. COMPLETE BLOCKING Complete Blocking Non Dial 9 Users When a Non-Dial 9 Centrex line has complete blocking and callers want to unblock their line identity they should dial *82 and the extension or outside number they wish to call. Compete Blocking within your Centrex group Dial 9 Users When a Dial 9 Centrex line has complete blocking and callers want to unblock their line identity they should dial 9 then *82 and the fourdigit extension within your Centrex group. Compete Blocking outside your Centrex group Dial 9 Users When a Dial 9 Centrex line has complete blocking and callers want to unblock their line identity they should dial 9 then *82, 9 again followed by the number they wish to call. SELECTIVE BLOCKING Selective Blocking Non Dial 9 Users When a Non-Dial 9 Centrex line has selective blocking and callers want to block their line identity they should dial *67 and the number they wish to call. Selective Blocking within your Centrex group Dial 9 Users When a Dial 9 Centrex line has selective blocking and callers want to block their line identity they should dial 9 then *67 and the four-digit extension. Selective Blocking outside your Centrex group Dial 9 Users When a Dial 9 Centrex line has selective blocking and callers want to block their line identity they should dial 9 then *67 then 9 again followed by the number they wish to call. Note: Blocking will not work for calls to 911, toll free and 900 service. AUTOMATIC CALLING This feature allows you to set a callback request if you reach a busy signal when calling an internal extension. You will be called back when the line becomes available. To activate automatic callback request: 1. After encountering an internal busy signal, stay on the line. 2. Press the Flash key, 3. Dial #12 and listen for confirmation tone; hang up. To cancel automatic callback request: 1. Dial #11, listen for confirmation tone; hang up. Automatic callback is available to users with Feature Packages I or II (see chart on page 4). 6 7

7 CALL FORWARDING All Calls This feature allows you to send or forward your calls to an internal extension or outside number. All calls immediately forward to the specified number. To activate call forwarding all calls: you want to forward. 2. Dial #93, 3. Dial the internal extension or the outside number you are forwarding to. 4. The forwarding number will be called. When the call is answered, hang up. Call forwarding is now activated. If you are forwarding to an outside number and reach no answer or a busy signal, you must repeat steps 1-3. You will hear a confirmation tone when call forwarding is activated. To cancel call forwarding all calls: on which you want to cancel call forwarding. 2. Dial #99, listen for confirmation tone. 3. Hang up. Call forwarding will be cancelled. Note: If call forwarding is active and a call comes in, you will hear a short ping ring on your phone. Busy This feature allows you to have your incoming calls directed to an internal extension or an outside number when your line is busy. You need to program the destination number, then you can activate/cancel this feature as needed. To store the destination number: you want to program. 2. Dial #34, 3. Dial the internal extension or the outside destination number you want to store. 4. Listen for confirmation tone; hang up. Note: Once the destination number is entered, it remains stored. You may reprogram the stored number. To activate call forwarding busy: you want to forward. 2. Dial #36, listen for confirmation tone. 3. Hang up. Call forwarding busy is now active. To cancel call forwarding busy: you want to un-forward. 2. Dial #35, listen for confirmation tone. 3. Hang up. Call forwarding busy is now cancelled. Call forwarding busy is available to users with Feature Packages I or II (see chart on page 4). 8 9

8 CALL FORWARDING No Answer This feature allows you to have your incoming calls directed to an internal extension or an outside number when you are away or unable to answer your phone. You need to program the destination number, then you can activate/ cancel this feature as needed. To store the destination number: you want to program. 2. Dial #37, 3. Dial the internal extension or outside destination number you want to store. 4. Listen for confirmation tone; hang up. Note: Once the destination number is entered, it remains stored. You may reprogram the stored number. To activate call forwarding no answer: you want to forward. 2. Dial #39, listen for confirmation tone. 3. Hang up. Call forwarding no answer is now active. To cancel call forwarding no answer: on which you want to cancel call forwarding. 2. Dial #38, listen for confirmation tone. 3. Hang up. Call forwarding no answer is now cancelled. Call forwarding no answer is available to users with Feature Packages I or II (see chart on page 4). Remote Activation This feature allows you to remotely activate or deactivate call forwarding variable from a telephone other than the one to which the service is assigned. Note: This is dial through announcement. You can dial while the recording is in progress. Pressing # after each entry will speed up the process. To activate: 1. From any touch tone telephone, call your remote access service: Roseville: Citrus Heights: Auburn-(530) Davis-(530) Elk Grove Enter the seven-digit home or office telephone number that has remote access service. 3. Enter your PIN (your four-digit personal identification number). 4. Enter the Centrex feature code you wish to access (example #93). 5. Enter 1 to confirm the call forwarding activation feature. 6. Dial the number where you want your calls forwarded. (Centrex 9 users dial 9 plus the telephone number.) 7. Press 1 to confirm the number you entered. Press 0 to change it. 8. Hang up. Your calls are now forwarded. To deactivate: 1. From any touch-tone telephone, call your remote access service: Roseville: Citrus Heights: Auburn-(530) Davis-(530) Elk Grove Enter the seven-digit home or office telephone number that has remote access service. 3. Enter your PIN (your four-digit personal identification number). 4. Enter the Centrex feature deactivation code (example #99). 5. Enter 1 to confirm the call forwarding deactivation feature. 6. Hang up. Your call forwarding is now cancelled. Call forwarding remote activation is available to 10 users with Feature Package II (see chart on page 4). 11

9 CALL HOLD This feature can be used if you do not have a HOLD button on your telephone equipment. To place a call on hold: 2. Dial #72, lay the handset down. DO NOT hang up the handset. To return to a call on hold: 1. Replace the handset. The held call will ring you back if they have not hung up. Or dial flash #72 to return to the caller. Hold and Make Another Call This feature allows you to have two calls active on one line at the same time and then alternate between the two calls. To place a call with a call on hold: 2. Dial #72, 3. Dial an internal extension, or outside number. To alternate between parties: 1. Press the Flash key, 2. Dial #72 to connect to the alternate party. To disconnect a call: 1. Hang up. The held call will ring you back if they have not hung up. Note: This feature cannot be used to make 3-way conference calls. CALL PARK Call park allows a user with an active call to park the call, immediately freeing the line to receive incoming calls and to place outgoing calls. The options of this feature include basic call park where a user can park the call on their own internal extension, answer back, or call park directed where a user can park the call on another internal extension. Basic To park a call: 2. Dial #20, listen for confirmation tone; hang up. To retrieve a call parked on your line: 1. Lift the handset, 2. Dial #23 to retrieve the parked call. Answer Back To answer back a call parked on a line other than your own: 1. Lift the handset, 2. Dial #22 and the specified internal extension where the call was parked. Directed With a call in progress: 1. Press the Flash key, 2. Dial #21, 3. Dial the internal extension where you want to park the call. 4. Listen for confirmation tone; hang up. Call park basic is available to users with Feature Packages I or II. Answer back and directed options are available only to users with Feature Package II (see chart on page 4)

10 CALL PICK UP This feature allows you to answer or pick up another line. The feature can be used in a designated group or on a single directed line. Group to pick up a ringing line: To pick up a ringing line: 1. Lift the handset and 2. Dial *33 to connect to the ringing line. To pick up a ringing line while on a call: 2. Dial *33 to connect to the ringing line. To alternate between parties: 2. Dial #72 to connect to the caller that has been on hold. To disconnect a call: 1. Hang up the handset. The caller that has been on hold will immediately ring you back. Note: If multiple calls are ringing in, this feature will answer in the order in which they came in. Directed to pick up a specific ringing phone: To pick up a specific ringing phone: 1. Lift the handset and 2. Dial *34 and the specific internal extension you want to pick up. To alternate between parties: 2. Dial #72 to connect to the caller that has been on hold. To disconnect a call: 1. Hang up the handset. The caller that has been on hold will immediately ring you back. Call pick up directed is available to users with Feature Package II (see chart on page 4). CALL TRANSFER All Calls This feature allows you to transfer a call to an internal extension or an outside number. With a call in progress: 1. Press the Flash key, 2. Dial the internal extension or the outside number. 3. When ringing begins, hang up or wait for an answer to announce the call then hang up. CALL WAITING/CANCEL This feature alerts you with a call waiting tone when another call comes in while you are on the line. After receiving a call waiting tone, you have two options: To place the current caller on hold and answer the incoming call: listen for dial tone. 2. Dial #72 to connect to the waiting (incoming) call. 3. Alternate between parties by pressing the Flash key and dialing #72. To disconnect from the first caller and answer the incoming call: 1. Hang up. The incoming call will ring through. To cancel call waiting prior to making a call: 1. Dial #41, listen for confirmation tone. 2. Dial the internal extension or outside number. Note: Call waiting is cancelled for the duration of this call only. Call waiting is available to users with Feature Packages I or II (see chart on page 4)

11 SPEED CALLING This feature allows you to program or assign telephone numbers to speed calling codes on a per line basis. With speed calling 6 you have six codes (numbers 2-7) to use. To program speed calling 6: you want to program. 2. Dial #74, 3. Dial the one-digit code you want to use (numbers 2 7). 4. Dial the internal extension or the outside number you want to assign to the speed calling code. 5. Listen for confirmation tone; hang up. With speed calling 30 you have 30 codes (numbers 20-49) to use. To program speed calling 30: you want to program. 2. Dial #75, 3. Dial the two-digit code you want to use (numbers 20-49). 4. Dial the internal extension or the outside number you want to assign to this speed calling code. 5. Listen for confirmation tone; hang up. To dial speed calling: 1. Lift the handset, 2. Dial the speed calling code assigned to the telephone number you wish to call. Speed calling 30 is available to users with Feature Package II (see chart on page 4). CONFERENCE CALLING 3-Way 3-Way calling is also commonly referred to as conference calling. This feature allows you to have three people/calls active on one line simultaneously. To establish a 3-Way call: 2. Dial the third party s internal extension or the outside number. 3. When the party answers, they are connected. 4. Press the Flash key again to connect all parties. Note: If you reach a busy signal or no answer, press the Flash key twice to return to your original call. If you misdialed and did not connect, press the Flash key once to return to your original call. 6-Way This feature allows you to have up to five additional people/calls active on one line simultaneously. Prior to making a call: 1. Lift the handset and 2. Dial #71, 3. Dial an internal extension or an outside number. 4. When the party answers, they are connected. 5. Press the Flash key, 6. Dial an internal extension or an outside number. 7. When the party answers, they are connected. 8. Press the Flash key again to connect all parties

12 To add additional parties: 1. Repeat steps five through eight for each party you wish to add to the conference call (up to six). Note: If you reach a busy signal or no answer, press the Flash key twice to return to your conference. Be aware that parties already connected via the conference call will be able to talk to each other while you are connecting the remaining parties. 6-Way conference calling is available to users with Feature Package II (see chart on page 4). CALL RESTRICTIONS Call restriction is useful for publicly accessed telephones such as telephones located in lobbies, pick-up counters or waiting areas. Full Restriction Provides the capability to restrict selected lines from making and receiving calls from outside your Centrex business group. Semi-Restriction Provides the capability to restrict selected lines from making or receiving calls from outside your Centrex business group. Call restriction is available only to users with Feature Package II (see chart on page 4). OPTIONAL FEATURES The following optional features can be added to your Centrex service. Please contact Customer Care to inquire about availability and pricing. Loudspeaker Paging Allows users to dial a customer supplied amplifier and loudspeaker paging system. Music on Hold Have callers receive music when on hold. CCI can supply the music or you can supply your own. Toll Restriction Allows users to block outbound toll calls from being placed. Choose between total restriction, interlata restriction and interstate restriction. Multi-Line Hunting Incoming calls can be automatically routed to other stations when busy or not answered. Types of hunting include Circular, Pilot, Regular, Series Completion, Uniform Call Distribution and Queued Uniform Call Distribution. Private Facilities Access Radio Paging Access Recorded Telephone Dictation Selective Control of Facilities Tie Trunk Access Dial Transfer to Tie Lines Simulated Facilities Group Trunk Dial Transfer 18 19

13 Centrex Guide Mar.2014W 844.YOURCCI consolidated.com