Verizon 5ESS User manual

CentraNet

CustoPAK

USER GUIDE

Telephone Number

Verizon Telephone Number

Switch Type:



GTD-5



5ESS



DMS 100



DMS 10

Thank You for

Selecting Verizon

CentraNet

CustoPAK

Service.

Table of Contents

Introduction to This Guide.............................................................................. 4

Overview of Your CustoPAK System ............................................................... 6

Terms You Should Know................................................................................ 8

CustoPAK Basic Features

❑

✓Assume Dial “9” .................................................................................. 9

❑

✓Call Hold ............................................................................................. 10

❑

✓Call Transfer ........................................................................................ 11

❑

✓Consultation Hold ................................................................................ 12

❑

✓Direct Inward/Outward Dialing (DID/DOD).............................................. 13

❑

✓Distinctive Ringing (Inside/Outside Ringing) ......................................... 13

❑

✓Intercom ............................................................................................. 14

❑

✓Three-Way Calling ............................................................................... 15

❑

✓Touch-Tone ......................................................................................... 16

CustoPAK Selectable Features

❑ Automatic Callback .............................................................................. 18

❑ Call Forwarding Options ....................................................................... 19

❑ Call Forwarding ................................................................................... 20

❑ Call Forwarding – Busy Line................................................................. 22

❑ Call Forwarding – Don’t Answer ........................................................... 23

❑ Call Pick-Up – Group ........................................................................... 24

❑ Call Restriction Options ........................................................................ 25

❑ Call Waiting ....................................................................................... 26

❑ Cancel Call Waiting (Tone Block) ......................................................... 27

❑ Dial Call Waiting (for Intercom dialing)................................................... 28

❑ Hunting ............................................................................................. 29

❑ Speed Dialing .................................................................................... 30

CustoPAK Optional Features

❑ *69 .................................................................................................. 32

❑ Busy Redial ....................................................................................... 33

❑ Call Block (*60)................................................................................. 34

❑ Call Park ........................................................................................... 35

❑ Call Park – Directed .......................................................................... 36

❑ Call Trace .......................................................................................... 37

❑ Caller ID ........................................................................................... 38

❑ Caller ID – Number Only .................................................................... 39

❑ Enhanced Call Forwarding .................................................................. 40

❑ Executive Busy Override ..................................................................... 41

❑ Last Number Redial ........................................................................... 41

❑ Priority Call........................................................................................ 42

❑ Select Call Forwarding ....................................................................... 43

Voice Mail and CustoPAK ............................................................................ 44

Appendix.................................................................................................... 45

Intercom Code Charts............................................................................. 46

Speed Dialing Code Charts ..................................................................... 49

CustoPAK Feature Activation/Deactivation Codes ...................................... 52

Feature Availability by Switch Type .......................................................... 53

Your CustoPAK Feature Selections........................................................... 54

Please be sure to read the Introduction and Overview sections of this

guide prior to operating your new CustoPAK system.

Before you begin using your new CustoPAK system, it is important to know your

switch type,or the type of equipment in the Verizon central office that handles

your telephone service. Your switch type is shown on the front cover of this

guide and may affect which features are available with your CustoPAK system.

Upon installation of your system, your Verizon representative will assist you in

filling out your Feature Grid (see Appendix). Once complete, this grid indicates

which features you have selected for each of your CustoPAK lines. The Appendix

section also contains your Intercom and Speed Calling code charts. You may

wish to make copies of these handy tools and distribute them to other users in

your CustoPAK system for easy reference.

The Overview section which follows this Introduction will begin to acquaint you with

your new CustoPAK system and the many benefits it provides.

We are delighted that you have chosen Verizon. We hope this guide makes the

transition to your new CustoPAK system as smooth as possible.

Introduction to This Guide

This guide is intended to provide you with information to help you learn to

operate the features within your new CustoPAK system and get the most out

of its many benefits.

The Features section of this guide describes the three types of features which

are available to choose from:

Basic Features are automatically activated for each of your lines when

you purchase your CustoPAK system.

Selectable Features are available for each of your CustoPAK lines at no

additional monthly charge, but must be installed to be used.1

Optional Features are available at an additional charge per line and must

also be installed to be used.1

You may select as many or as few of the Selectable and Optional features as

you like for each of your CustoPAK lines, and may change them at any time.

Should you need assistance selecting additional features or changing features,

your Verizon representative is available to guide you. All features available with

CustoPAK are included in this guide regardless of whether you have selected

them for your system.

1To install these features, contact your Verizon representative. Installation charges may apply.

For Customer Services, call

1-800-483-5000

In Hawaii, call

643-4411

Overview of Your CustoPAK System

Your CustoPAK system is a central office-based service, meaning all equipment

required to operate the system is in the Verizon central office. That also means

you have purchased a reliable, worry-free telephone system, as our central

offices are monitored 24 hours a day, 365 days a year.

Your CustoPAK system can grow as your business grows. It has the capacity

to handle up to 30 telephone lines, and offers a flexible package of features

designed specifically with the small business customer in mind. You can

select which features you want for each of your CustoPAK lines based on your

business and communications needs. You may add or change features at any

time by contacting your Verizon representative (additional charges may apply).

CustoPAK can be customized to perform as a complete telephone system

working on standard single-line telephones or as feature-rich access lines

enhancing your existing telephone system. When used with existing telephone

systems, features like Call Transfer, Three-Way Calling and Consultation Hold

give you the functionality of a built-in second line. When using these features,

other lines remain free for incoming or outgoing calls. And, Call Forwarding

and Call Transfer allow you to easily transfer your calls to another location

outside your system without additional equipment.

Most of the features are activated by the use of codes. You’ll find all of the

information required to activate the CustoPAK features listed in the Features

section of this guide.

Your CustoPAK system comes with a 30-day satisfaction guarantee (except

California). We are confident that this system is the right solution for your

business needs. However, with this guarantee you are entitled to a full credit

of the CustoPAK charges and a change back to your previous Verizon service

if you are not satisfied and notify us within 30 calendar days.

Repair

The Repair Center handles service problems and out-of-service conditions on

your telephone lines and/or features, and the wiring to your location. It does

not handle and cannot fix your telephone equipment.

For problems with the wiring inside your business, you may repair it yourself,

hire a contractor or an electrician, or call Verizon. Verizon does this type of

repair for a fee based on the amount of time and the cost of the materials

required to correct the problem. For information on these services, contact

your Verizon representative.

The Verizon repair number is 1-800-483-2000. The Repair Center is open

24 hours a day, including holidays.

Help Desk

The CentraNet/Voice Mail Help Desk was established to answer your questions

about the operation of your CentraNet CustoPAK and Voice Mail services. Our

Help Desk will explain how the services and features operate, e.g., How do

I transfer a call? How do I reset my Passcode?

If you have questions about your CentraNet CustoPAK service, please call the

Help Desk at 1-800- 483-2000.

The Help Desk is available Monday-Friday between the hours of 5 a.m.-7 p.m.

and Saturday between the hours of 7 a.m.- 4 p.m. Pacific Time. The Help Desk

is closed on Sunday.

IMPORTANT INFORMATION: Verizon is in the process of updating all our

central office switches to provide access to Per Call Blocking. This feature

allows you to prevent the appearance of your phone number on Caller ID

display units on a per call basis.

Press before placing an outgoing call to activate this feature.

Terms You Should Know

Confirmation Tone

Three short bursts of tone heard when using some CustoPAK features. The

confirmation tone lets you know you have completed the activation or deactivation

of the features.

Regional Calling Area

The area within which Verizon can provide local and regional toll calling services.

Switch Type

This term identifies the types of equipment in Verizon’s central office that

handles your telephone service. Your switch type is shown on the front cover of

this guide. It is very important to be aware of your switch type, as it may affect

which features are available with your CustoPAK system.

Switchhook

The buttons or bar generally located under the receiver on a standard desk

telephone or electronic set. The switchhook initiates dial tone and is used to

operate some of the CustoPAK features.

Tap

Flash

Recall

Link

These terms refer to preprogrammed buttons on some telephones, that when

used replace the switchhook. If your telephone is equipped with one of these

buttons, always use it instead of the switchhook to operate the CustoPAK features.

CustoPAK Basic Features

The features listed in this section are automatically included on each of your

CustoPAK lines. These basic features are the backbone of your new CustoPAK

system. Three of these features, Consultation Hold, Call Transfer and Three-Way

Calling provide you with the functionality of a built-in second line.

Assume Dial “9”

This convenient feature allows you to place calls outside of the CustoPAK system

without having to dial the access code “9”.

NOTE: Verizon has automatically activated this feature. You cannot activate or

deactivate the feature as you choose.

1110

Call Hold

Call Hold allows you to place an established call on hold for an extended period

of time—provided neither you nor the other person hangs up—freeing up the

line to place or receive another call. Use Call Hold to help improve response time

while reducing equipment costs and callbacks.

To place an established call on hold:



Tell the person to whom you are speaking that you are going to put them on hold.



Press the switchhook (or the Tap/Flash/Recall/Link button, depending on your

telephone set).



Listen for dial tone.



Press .



You will hear confirmation tone, followed by dial tone.



The call is on hold. Place the handset beside the telephone—do not hang up!

To place another call, while the first caller is on hold:



Key in destination phone number of the third party. Wait for the party to

answer. If you encounter a busy signal, no answer or if an error is made in

dialing, press the switchhook (or the Tap/Flash/Recall/Link button, depending

on your telephone set) twice to connect to the original party.



When party answers you may consult privately.

To return to a call that is on hold:



Press the switchhook (or the Tap/Flash/Recall/Link button, depending on your

telephone set).



Listen for confirmation tone.



Press (you may now talk to the person that was on hold).

-OR-



Hang up (your phone will ring).



Lift the handset (you may now talk to the party that was on hold).

NOTES:

1.) Only one call can be placed on hold at a time per telephone line.

2.) A holding call cannot be added to another call.

3.) Call Hold overrides Dial Call Waiting and Call Waiting. When you put a call

on hold to use the line to make or receive a second call, a third incoming

call will receive a busy signal.

Call Transfer

This valuable feature enables you to transfer an incoming call to any other

number either inside or outside of your CustoPAK system. You can privately

speak with the called party to announce the call prior to completing the transfer.

Use Call Transfer as an efficient way to process misdirected calls and reduce

message-taking and call handling time.

To transfer an incoming call:



Tell the person to whom you are speaking that you are going to put them on hold.



Press the switchhook (or the Tap/Flash/Recall/Link button, depending on

your telephone set).



Listen for dial tone.



To transfer to an internal CustoPAK line, dial the intercom code assigned

to the internal line. To transfer to an outside line dial the number to which

you wish to transfer the call.



Privately announce the transfer to the recipient. Hang up.

-OR-



Hang up (the call is automatically transferred).

NOTES:

1.) If you receive a busy signal, no answer or if an error is made in dialing,

press the switchhook twice to reconnect to the original call.

2.) You cannot transfer a call while on a Three-Way or Call Waiting call.

3.) A call placed from a CustoPAK line to a number outside the system cannot

be transferred to another number outside the system.

4.) Call Transfer may generate local, regional toll or long distance charges.

1312

Consultation Hold

Consultation Hold provides a temporary or “soft” hold without having to dial

an activation code. This allows you to place another call for private consultation

or to initiate a three-way call. Use Consultation Hold to quickly verify customer

inquiries and reduce costly and time-consuming callbacks.

To place a call on hold:



Tell the person to whom you are speaking that you are going to put them on hold.



Press the switchhook (or the Tap/Flash/Recall/Link button, depending on your

telephone set).



Listen for dial tone.



Dial the third party (if you encounter a busy signal, no answer or if an error is

made in dialing, press the switchhook twice to reconnect to the original call).



When the third party answers, you may consult privately before reconnecting

to the original call.

To return to the original caller:



Allow the third party to hang up.



Press the switchhook twice (if the switchhook is only pressed once, a three-way

call will be established).

NOTES:

1.) Consultation Hold overrides Dial Call Waiting and Call Waiting. When you put

a call on hold to use the line to place a second call, a third incoming call will

receive a busy signal.

2.) Call Forwarding cannot be activated while a call is on Consultation Hold.

Direct Inward/Outward Dialing (DID/DOD)

Direct Inward Dialing allows you to receive incoming calls directly at your station.

This can help enhance customer service by allowing incoming callers to quickly

reach you without the delay of a call transfer. Direct Outward Dialing improves

efficiency by enabling you to place calls to locations outside the system without

first dialing an access code or going through a central attendant.

NOTE: Verizon has automatically activated this feature. You cannot activate or

deactivate the feature as you choose.

Distinctive Ringing (Inside/Outside Ringing)

CustoPAK Distinctive Ringing provides you with the ability to distinguish between

internal and external incoming calls, allowing you to greet customers and callers

from outside of your system more professionally. Internal calls—calls placed by

someone within the CustoPAK system using the Intercom feature—will ring with

a single ring. External calls—calls made from outside of the CustoPAK system—

are identified by a double ring. This feature is not available in the GTD-5

switch.

NOTES:

1.) Many telephone sets have their own distinctive ringing patterns that are not

associated with CustoPAK Distinctive Ringing.

2.) Priority Call and Distinctive Ringing cannot be on the same CustoPAK line,

since they share the same ring patterns.

3.) On forwarded calls, the ring pattern will be based on the original line, not the

forwarding line.

4.) On transferred calls, the ring pattern will be based on the transferring line,

not the original line.

5.) Verizon has automatically activated this feature. You cannot activate or

deactivate the feature as you choose.

1514

Intercom

The Intercom feature allows you to speak to, or transfer a call to, any other

person within your CustoPAK system—without incurring local usage charges.

Simply dial the two-digit code that was assigned to the line. See the Appendix

on page 45 of this guide to locate the Intercom Code Chart for your switch type.

The intercom codes are pre-assigned and programmed by Verizon.

To use the Intercom feature:



Pick up the handset and listen for dial tone.



Dial the intercom code:



–for 5ESS, GTD-5 and DMS 100 switch types.



–for DMS 10 switch types.

NOTE: For the Intercom feature to function properly, individual telephone

numbers must be assigned to a Multi-Line Hunt group.

Three-Way Calling

Three-Way Calling enables you to add a third party from either inside or

outside of your CustoPAK system to any established call to create a three-way

conference arrangement. This maximizes line efficiency and reduces costly

and time-consuming callbacks by allowing you to obtain answers to urgent

inquiries from two separate sources in a single call—reducing the costs and

lost productivity of multiple telephone calls.

While engaged in a two-way conversation:



Tell the person to whom you are speaking that you are going to put them on hold.



Press the switchhook (or the Tap/Flash/Recall/Link button, depending on your

telephone set).



Listen for dial tone.



Dial the number of the party you wish to add to the call (if you encounter

a busy signal, no answer or an error is made in dialing, press the switchhook

twice or hang up to reconnect to the original call).



Announce that you are setting up a conference call.



Press the switchhook again (the three-way conference is established).

NOTES:

1.) You may use Three-Way Calling to add another person no matter who

placed the original call. However, if you placed both calls and they are

outside of your CustoPAK system, when you hang up the other two people

will automatically disconnect.

2.) Three-Way Calling may generate local, regional toll or long distance charges.

If you hang up, you will be billed the appropriate charges for the portion of

the call for which you are responsible.

3.) You cannot establish a three-way call using the Automatic Callback feature.

4.) A three-way conference cannot be made between an established call and

a Call Waiting call.

1716

Touch-Tone

Touch-Tone provides the ability to push-button dial on tone-signaling telephones

to access CustoPAK features and dial telephone numbers. Rotary dial telephones

are not compatible with CustoPAK service.

NOTE: Verizon has automatically activated this feature. You cannot activate or

deactivate the feature as you choose.

CustoPAK Selectable Features

The features listed in this section are available for each of your CustoPAK lines

at no additional monthly charge. You may select as many or as few of these

features as you like, giving you the flexibility to customize each individual CustoPAK

line in the manner which best suits your business. As you read through this sec-

tion, be aware of your switch type (found on the front cover of this guide), since

some features are not available for certain switch types. To add or change features

at any time after your initial installation, contact your Verizon representative.

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