User Guide Centrex
Contents Introduction...3 1. Before you start...4 2. Receiving a call...4 3. Making a call...5 4. Speed dial...5 5. Group abbreviated dialling...5 6. Call transfer...5 7. Enquiry call....6 8. Call shuttle....6 9. Call divert....6 10. Three-way calling...7 11. Call pick-up...7 12. Call waiting...7 13. Call barring...7 14. Calling Line Identity (CLI)....8 15. Last number announcement....8 16. Ring back when free....8 17. Reminder call....8 18. Hunt group...9 19. Warm line...9 20. Hot line...9 21. Manager-secretary working...9 22. Feature status check...9 23. Voicemail...9 24. Quick reference guide....11 2
Introduction Something s arrived at your. office which will shake up your. voice communications. Welcome to Centrex, the phone. system that s run directly from. our own exchange and gives you. a ton of useful features. Contacting the Emergency Services When contacting the Emergency Services, add an extra 9, and dial 9 9 9 9. This user guide is to help you get. the most from your Centrex service. Read about its features, how they work and how to use them. But don t over do it in one go, there are lots of them! There s a full summary of features and codes at the back useful as a quick reference guide. 3
1. Before you start Setting up your phone To make use of the features described in this guide you will need a touch-tone phone. If you know your phone is a touch-tone phone great! You can move on to the next section. If you re not sure, it s easy to check:..you ll hear a tone from the speaker every time a button is pressed. If this doesn t happen check if the buttons marked MF (Multi-Frequency), call tone, digitone and tone/pulse (all usually under or on the side of the phone) are all set to give a tone. when the dialling buttons are pressed. Also check that the mode button (again usually under or on the side of the phone) is set to TBR (Timed Break Recall). 2. Receiving a call Direct Dial Inward (DDI) This feature allows outside callers to call your personal telephone number directly so more calls reach you first time. You can still choose to have your calls answered on your company s main number and transferred to you by your switchboard operator. Distinctive ringing Centrex has different patterns to identify the types of incoming calls. The ring pattern will differentiate calls from internal extensions and outside callers...you should find a green BAPT approved sticker on your phone. The phone buttons You can access all the features explained in this guide by using the following three buttons,, # and R (sometimes referred to as RECALL), along with a combination of numbers. Heads up: When instructed to press the R button, you must always wait for the feature tone before continuing. 4
3. Making a call To make a call you will need a dial tone. No surprise there. However, by using other tones, the Centrex service lets you know stuff too. The following are sounds you may hear from your handset, and what they mean: Making a call Tone How it sounds What it means Dial Continuous low tone Phone is ready for use Ringing Repeated intervals Dialled number is ringing Engaged Steady repeated tone Dialled number is engaged Confirmation Two consecutive beeps A feature has been activated Feature Two-note tone Feature code entered continue Direct Dial Outward (DDO) Again, no surprises here, this feature allows you to make outbound calls without having to go through the switchboard. Just press 9 for an external line before dialling your number. Internal dialling You can make internal calls by simply dialling the extension number. 4. Speed dial Speed dial allows you to programme and control a list of twenty numbers, which can be accessed by dialling the associated short code. To programme the twenty number list Dial 5 1, listen for feature tone, assign the number a two digit code between 10-29, dial, enter the number to store (include 9 ), press # To dial Dial twice, select number between 10-29 To delete an entry Dial # 5 1, enter the two digit number assigned to the entry, press # 5. Group abbreviated dialling This feature allows you to access centrally held, pre-programmed numbers by dialling the associated. short code. They are common to the whole group and are accessible from any extension. Note: this feature is activated by Virgin Media Business. Please contact Business Customer Services on. 0800 052 0800. 6. Call transfer This feature allows you to transfer a call to another extension within your Centrex group. You can stay on the line to announce the call, or on hearing a ringing tone hang up and the call will. be transferred. Call transfer announced To transfer a call Press R, listen for feature tone, dial the extension number and wait for party to answer, then hang up To retrieve the call if the extension is busy or if there is no answer Press R 1 5
Call transfer unannounced To transfer before extension is answered Press, listen for feature tone, dial the extension number, hang up To retrieve the call if the extension is busy Press R 1 Note: to transfer to an external number, dial R, then 9, followed by the telephone number 7. Enquiry call This feature allows you, when you are already on a call, to place another call. to an extension or external number, make an enquiry and then revert back to. the original call. To make an enquiry Press R, listen for feature tone, then dial the number of the person required To return to the held party Press R 1, and the original call will be returned to you Note: when making the Enquiry call, the original caller will be placed on hold and won t hear the conversation with the person you call. 8. Call shuttle Call shuttle enables you to place a call on hold, dial another extension number and then continually alternate between the held and connected extensions. To shuttle Press R, listen for feature tone, then dial the number of the person required To shuttle between the two calls Dial R 2 9. Call divert Call divert feature enables you to divert incoming calls (internal and external) within the following categories. Divert all calls This option allows you to divert all. calls (internal and external) directly to another number. Dial 2 1, dial extension number you are diverting to, followed by #, listen for confirmation, replace handset Dial, listen for confirmation, replace handset To check Divert all calls Dial # 2 1 #, listen for confirmation Note: Divert all calls will override both Divert when busy and Divert on no reply. Note: when Divert all calls is activated, you will hear a very short ring to indicate that a call is being diverted. You will be unable to answer the call. Divert when busy This option allows you to divert calls. to another number when you are on. the phone. Dial 6 7, dial extension number you are diverting to, followed by, listen for confirmation, replace handset Dial 6 7, listen for confirmation, replace handset To check Divert when busy Dial # 2 6 7 #, listen for confirmation Divert on no reply This option allows you to divert calls to another number after a predetermined number of rings if there is no answer. Dial 6 1, dial extension number you are diverting to, followed by #, listen for confirmation, replace handset Dial # 6 1 #, listen for confirmation, replace handset To check Divert on no reply Dial # 6 1, listen for confirmation Note: to divert to an external number dial the appropriate activation code, then followed by the telephone number. You will be responsible for paying the remaining portion of the call, i.e. from your extension to the external number. 6
10. Three-way calling Three-way calling enables you to talk with two people at the same time. They can be located within or outside your Centrex group. To set-up when already on a call Press R, listen for feature tone, dial number of person required Once through to the third party Press R 3, you are now in a three-way call If the third party is busy or there is no answer Press R 1 to reconnect to the original call 11. Call pick-up This feature allows you, from your own extension, to pick up a call from another ringing phone within your Centrex group. Group call pick-up This option allows you to pick up another ringing phone within a. pre-defined Call pick-up group. To pick up a call from any extension Dial 1 1 #, you will be connected to the caller within your pick-up group Note: you will be connected to the call that has been ringing the longest. Directed call pick-up This option allows you to pick up a call from a specific extension within your Centrex group. To pick up a call from a specific extension Dial 1 1, dial the extension number followed by #, you will be connected to the caller 12. Call waiting Call waiting allows you to know that another caller is trying to get through when you are already on the phone. You will hear a discreet but distinct beep. Call waiting Dial 4 3 # Call waiting Dial # 4 3 # To check Call waiting Dial # 4 3 # To answer a call waiting On hearing a beep press R 2. This places the first call on hold and connects you to the second call To shuttle between calls Pressing R 2 again will allow you to switch back and forward. between callers To reject Call waiting Press R 0 End the original call and answer the waiting call Press R 1 Note: this feature will override Divert when busy if both are set. 13. Call barring This feature allows you to control unauthorised calls being made from your extension. Virgin Media Business will allocate a four-digit PIN number to allow you to control your Call barring levels. Call barring for your line, select one of the options below. Any combination of these options can be activated. The set-up process must be repeated in full for each option. International and national calls Dial 1 PIN International calls only Dial PIN All calls (does not allow retrieval of messages from Voicemail) Dial 3 PIN 7
Operator connect calls Dial PIN Premium rate calls and mobile phones Dial 5 PIN Premium rate, international calls and mobile phones Dial PIN Centrex features on this number Dial 7 PIN All mobile phone numbers Dial 8 PIN All premium rate calls Dial 9 PIN All calls (allowing retrieval of messages from Voicemail). Dial 1 0 PIN Call barring Re-enter the activation code to remove the Call barring level To check Call barring Dial, listen for confirmation Note: if you forget your PIN number,. call Business Customer Services on 0800 052 0800. 14. Calling Line Identity (CLI) This feature allows you to present or withhold your own number to the called party when dialling out. To withhold number This feature suppresses your telephone number when making outgoing calls. To withhold number Dial 1 4 1, dial 9 and proceed dialling external number required Permanent number block override If your Centrex line has a permanent number withhold feature 141, you can override the number block so that your call will be accepted by those numbers who have the Anonymous call rejection feature active. To release your number Dial 1 4 7 0, listen for feature tone, dial 9 and proceed dialling external number required 15. Last number announcement This feature allows you to check the. last internal or external number that called you. To check last external number Dial 1 4 7 1 16. Ring back when free This feature allows you to receive a call back when a dialled extension or external number that has been busy becomes available. You can set up a maximum of five Ring back when frees simultaneously. Press 5 all Ring back when free set-ups Dial # 3 7 # an individual Ring back when free Dial # 3 7 followed by the requested extension then # To check Ring back when free Dial # 3 7, listen for confirmation 17. Reminder call This feature allows you to programme. a call to your extension at a time of. your choice. You can set up more than one reminder call in the same 24 hours. If you do not answer or if your phone is engaged, the system will try again five minutes later. Dial 5 5, enter the time in 24-hour clock i.e. 1 5 3 0 for 3.30 pm, press #, listen for confirmation a specific Reminder call Dial # 5 5, enter the time in 24-hour clock i.e. 1 5 3 0 for 3.30 pm, press #, listen for confirmation all Reminder calls Dial # 5 5 #, listen for confirmation To check Reminder calls Dial # 5 5 #, listen for confirmation Note: a Reminder call can not be picked up by another Centrex user using the Call pick-up feature code. 8
18. Hunt group A Hunt group is a call completion feature that increases the likelihood of an incoming call being completed within a pre-defined group of lines. When attempting to terminate a call to a busy line, to which hunting is assigned, the call is offered to a sequence of other lines, searching for the next idle line on which to complete the call. Note: this is a chargeable feature. Please contact Business Customer Services on 0800 052 0800. 19. Warm line Warm line provides automatic call connection to a pre-set extension number. This feature offers a timed delay before automatically dialling the pre-defined number allowing you to personally dial other extensions or external numbers. Dial 5 3, dial extension number calls are to route to, followed by #, listen for confirmation, replace handset Dial # 5 3 #, listen for confirmation, replace handset Note: this feature is activated by Virgin Media Business. Please contact Business Customer Services on. 0800 052 0800. 20. Hot line Hot line provides automatic call connection to a pre-set extension number. Such destinations may include the switchboard, reception, security or any extension number chosen. Dial 5 3, dial extension number calls are to route to, followed by #, listen for confirmation, replace handset Lift handset, wait for fixed destination to answer then dial # 5 3 #, listen for confirmation, replace handset Note: this feature is activated by Virgin Media Business. Please contact Business Customer Services on. 0800 052 0800. 21. Manager-secretary working This feature allows all calls to the manager to be answered by a secretary. This enables the secretary to filter and transfer calls back to the manager. To set-up Dial 4 6 6, followed by the secretary's extension number, press # Dial 2 1, followed by the secretary's extension number, press # Dial # 4 6 6 # 22. Feature status check This allows you to check features activated on your Centrex line. To check features Dial # 0 0 1 # 23. Voicemail Voicemail records and stores messages when you are on or away from the phone. By recording a personal greeting, callers will know they ve got through to your number and can leave you a message. You can set up a 4 digit PIN number so you can access your messages even. while away from the office. Getting started initial set-up To enter the system Dial 9 1 5 7 1 The tutorial will recognise you are accessing your Voicemail for the first time and guide you through the set-up process, including recording your name, greeting and security PIN number. The tutorial must be completed to initialise your mailbox. If you don t set up a personal greeting a standard greeting will be given. Note: if you forget your PIN number,. call Business Customer Services on. 0800 052 0800 to have it reset. Checking for messages If you have been left a message the dial tone you hear when you pick up the phone will be stuttered. You then need to enter the Voicemail system to pick up your messages. 9
To enter Voicemail To enter Voicemail Press 9 1 5 7 1 then enter your 4 digit PIN number Dealing with your messages To listen to a message Press 7 To replay the last message Press 7 To save the message for 7 days Press 5 To delete the message Press 3, press immediately after to retrieve To forward the message to other users Press 4 Whilst listening to messages To pause for 30 seconds Press 1 To resume play Press any key To rewind for 5 seconds Press To fast forward for 5 seconds Press # To skip to the next message Press 8 Changing Voicemail options To enter the User Option menu Press 8 To change your PIN number Press 7 To change your greeting option Press 4 To record your name Press 6 You then have the following options To listen to your current name/greeting Press 7 To delete and re-record your name/greeting Press 3 Message forwarding After listening to a message you. can forward it on to a single or. multiple users. To forward your message to single or multiple users Press 4 and follow prompt Once your last number has been entered Press # You can choose to add a comment To add a comment Press # When you have finished recording your message Press # To send Press 9 Accessing your Voicemail system while you re away from your desk or out of the office Dial your own office telephone number When you hear your message Press Enter your PIN number Press # Note: if you hang up halfway through listening to a message without saving it, it will not be deleted and will be saved as an unplayed message. Divert codes Immediate divert Dial 2 1 9 1 5 7 1 # Cancel Immediate divert Dial # 2 1 # Divert when busy Dial 6 7 9 1 5 7 1 # Cancel Divert when busy Dial # 6 7 # Divert on no reply Dial 6 1 9 1 5 7 1 # Cancel Divert on no reply Dial # 6 1 # To confirm you are happy with recording Press # to finish the recording, then 9 to save To exit Voicemail at any time Press 9 10
24. Quick reference guide Page Feature 5 4. Speed dial To programme the twenty number list Dial 5 1, assign the number a single digit code between 10-29, dial, enter the number to store (include 9), press To dial Dial twice, select number between 10-29 To delete an entry Dial 5 1, enter the single digit number assigned to the entry, press 5 5. Group abbreviated dialling See section 5. 5 6. Call transfer Call transfer announced To transfer a call To retrieve the call if the extension is busy or there is no answer.press R 1.Press R, dial the extension number Call transfer unannounced To transfer before extension is answered.press, dial the extension number To retrieve the call if the extension is busy.press R 1 6 7. Enquiry call To make an enquiry.press, dial the number of the person required To return to the held party.press 1 6 8. Call shuttle To shuttle.press, then dial the number of the person required To shuttle between the two calls.dial 2 6 9. Call divert Divert all calls.dial 2 1, dial extension number you are diverting to, followed by #.Dial 2 1 To check Divert all calls.dial 2 1 Divert when busy.dial 9 6 7, dial extension number you are diverting to, followed by #.Dial 6 7 To check Divert when busy.dial 6 7 Divert on no reply.dial 6 1, dial extension number you are diverting to, followed by #.Dial 6 1 To check Divert on no reply.dial 6 1 7 10. Three-way calling To set-up when already on a call Once through to the third party.press R 3 If the third party is busy or there is no answer.press R, dial number of person required..press R 1 to reconnect to the original call. 11
24. Quick reference guide Page Feature 7 11. Call pick-up Group call pick-up To pick up a call from any extension.dial 1 1 Directed call pick-up To pick up a call from a specific extension Dial 1 1, dial the extension number followed by 7 12. Call waiting Call waiting.dial 4 3 Call waiting.dial 4 3 To check Call waiting.dial 4 3 To answer a call waiting.on hearing a beep press R 2 To shuttle between calls To reject Call waiting.press R 0 End the original call and answer the waiting call..press R 1 7 13. Call barring International and National calls.dial 4 1 PIN International calls only.dial 4 PIN All calls (does not allow retrieval of messages from Voicemail).Dial 4 3 PIN Operator connected calls.dial 4 PIN Premium rate calls and mobile phones.dial 4 PIN Premium rate, international calls and mobile phones Dial 4 6 PIN Centrex features on this number.dial 4 7 PIN All mobile phone numbers Dial 4 8 PIN All premium rate calls.dial 4 9 PIN All calls (allowing retrieval of messages from Voicemail).Dial 4 1 0 PIN To check Call barring.dial 4.Pressing R 2 again will allow you to switch back and forward between callers Re-enter the activation code to remove the call barring level 8 14. Calling Line Identity (CLI) To withhold number.dial 1 4 1, dial 9 and proceed dialling external number required Permanent number block override. To release your number.dial 1 4 7 0, dial 9 and proceed dialling external number required 8 15. Last number announcement To check last number.dial 1 4 7 1 8 16. Ring back when free.press 5 all Ring back when free set-ups.dial 3 7 an individual Ring back when free..dial 3 7 followed by the requested extension number, then To check Ring back when free.dial 3 7 12
24. Quick reference guide Page Feature 8 17. Reminder call.dial 5 5 9, enter the time in 24-hour clock i.e. 1 5 3 0 for 3.30 pm, press as specific Reminder call.dial 5 5, enter the time in 24-hour clock i.e. 1 5 3 0 for 3.30 pm, press all Reminder calls.dial 5 5 To check Reminder calls.dial 5 5 9 18. Hunt group See section 18 9 19. Warm line.dial 5 3, dial extension number calls are to route to, followed by.dial 5 3 9 20. Hot line.dial 5 3, dial extension number calls are to route to, followed by.lift handset, wait for fixed destination to answer then dial 5 3 9 21. Manager-secretary working To set-up.dial 4 6 6, followed by the secretary s extension number, press.dial 2 1, followed by the secretary s extension number, press.dial 4 6 6 9 22. Feature status check To check features.dial 0 0 1 9 23. Voicemail To enter Voicemail.Dial 9 1 5 7 1 then enter your 4 digit PIN number 13
Thank you for your business we re looking forward to working with you. If you have any questions, we d love to hear from you. Please call our Customer Services team on 0800 052 0800. Virgin Media Business Limited. Registered Office: 160 Great Portland Street, London W1W 5QA. Registered in England and Wales No. 01785381. UG-CEN40-TW0310