Click anywhere on the slide to continue Click here to continue

Click anywhere on the slide to continue

Click here to continue


How do I navigate this tutorial?

Click on the “home” portion of the top banner to return to the first screen.

Use these navigationbars to jump to specificsections of the tutorial.

Use the Next buttonto move through the tutorial in order.

Use the Back button to return to the last viewed slide.

Click Anywhere on the slide to advance to the next slide.

Overview: Screen 1 of 2


Centrex New User Tutorial

This tutorial will help you understand the important aspects of your Centrex system, including how to use its most important features.

After completing this tutorial, you will understand:

What Centrex is

How Centrex works

What Centrex features are available

How to use the most popular Basic Centrex features

How to use your Ameritech Voice Mail Service (if appropriate)

Take the following steps to optimize your benefit from this training:

Visit the Centrex Support Website (www.ameritech.com/centrexsupport) or call the Ameritech Service Center (1-800-480-8088) to find out which Central Ossice Switch Type you have. Depending on your switch, different Centrex features and applications will be available to you.

A Central Office Switch is a powerful computer in the Ameritech central office that routes calls to their destinations.

Ask your office administrator if you have an Ameritech Voice Mail System, and if so what type (Enhanced or Basic). If you do not have Ameritech Voice Mail, you will not be able to use the voice mail portion of this tutorial.

Overview: Screen 2 of 2


What is Centrex?

Centrex, short for Central Office Exchange Service, is a feature-rich communications system. It lets you:

Manage incoming and outgoing calls.

Make your organization’s phones more powerful.

Connect all your office phones in a seamless network.

What is Centrex: Screen 1 of 1


How does it work?

Centrex is a system that manages and routes your incoming and outgoing calls at the Ameritech central office. With Centrex, your company has “rented” a dedicated portion of an Ameritech Central Office Switch - called a Centrex Common Block.

The Centrex Common Block is the basis of a powerful communications system that enables you to use your phone in an integrated manner with the other phones in your company.

How Does It Work?: Screen 1 of 1


Centrex Services

Different people in your organization have different communication needs. Ameritech offers three types of Centrex service – Basic Centrex, Electronic Key Line Centrex and ISDN Centrex – to provide the appropriate call management capabilities. Ask your office administrator what type of Centrex service you have.

Just keep in mind that Electronic Key Line Centrex is only available in Nortel/DMS central office switches. Use the Centrex Support Website or call the Ameritech Service Center at 1-800-480-8088 to determine your switch type.

Basic Centrex Electronic Key Line ISDN Centrex

Centrex Service Types: Screen 1 of 4


Basic Centrex

This is the most common type of Centrex service. Basic Centrex comes with up to 26 standard features. With Basic Centrex, you access most of the features through feature access codes. However, you can also purchase phones that will automate some of the features for you.

You can out the feature access codes for your specific Centrex system by visiting the Dialing Guides section in the Centrex Support Website or by using the Centrex Support Fax-On-Demand system at 1-800-CENTREX.

Basic Centrex should be used for:

Basic call management applications (e.g., call holding, call forwarding, call transfer)

Analog modem access to the Internet or other networks

Fax lines

Electronic Key Line ISDN Centrex



Electronic Key Line Centrex

Electronic Key Line (EKL) Centrex gives you the standard features of Basic Centrex plus additional features. Electronic Key Line phones provide one-touch access to many features.

Electronic Key Line Centrex is ideal for individuals who handle a large number of incoming and outgoing calls, or would benefit from having multiple telephone numbers appear on their telephone.

Keep in mind that Electronic Key Line Centrex is only available in Nortel/DMS central office switches. If you’re Centrex system is supported by another Central Office Switch, you can use ISDN Centrex to achieve Electronic Key Line Centrex functionality.

In addition to the Basic Centrex functionality, Electronic Key Line Centrex provides:

Display functions, like caller ID and calling reason

One touch access to Centrex features like Call Pickup, and Call Transfer

Secondary numbers which provide your system with the convenience of a second line at your desk without the additional expense to the business.

Multiple number appearances that enable you to have the same number appear on several telephone sets without extra wiring.

Basic Centrex ISDN Centrex



ISDN Centrex

This is the most powerful and versatile type of Centrex available. With over 50 standard features, ISDN Centrex gives you the benefits of digital voice and data communications. Like Electronic Key Line Centrex, ISDN Centrex phones offer one-touch access to many features.

In addition to the features available with Basic and Electronic Key Line Centrex line types, ISDN Centrex gives you:

Integrated computer and telephone applications

Videoconferencing capabilities

High-speed data transfer (up to 128 Kbps)

Basic Centrex Electronic Key Line



What are the top Basic Centrex features?

According to Centrex users like you, these are the most popular standard features. This section tells you when and how to use each one.

All these features are included in the standard price of your Centrex service; however your particular line may not have some of these features activated. To activate any of these features, call your Ameritech Service Center at 1-800-480-8808.

With Electronic Key Line and ISDN Centrex, many of these features can be activated with the push of a button. For Basic Centrex, you’ll need to dial a feature access code (described on the following screens) or use a programmable phone to use the feature. Feature Access Codes for your specific Centrex system can be found on the Centrex Support Website in the Dialing Guides section, or via the Centrex Support Fax-On-Demand system at 1-800-CENTREX.

Direct outward dialing

Intercom calling

Call hold

Consultation hold

Call forwarding – variable

Features: Screen 1 of 11

Call transfer – deluxe

Three-way conference call

Call pickup

Speed calling – short


Direct outward dialing

To call someone outside of your Centrex system, you must use an access code before dialing their telephone number. This access code is generally 9, but may differ for your specific system.

For example, to call a customer about an upcoming appointment, you would have to dial the access code before dialing their telephone number.

To use direct outward dialing:

1. Pick up the receiver.

2. Listen for the dialtone.

3. Dial 9 plus the telephone number.

Direct outward dialing Consultation hold Three-way conference call Intercom calling Call forwarding - variable Call pickupCall hold Call transfer - deluxeSpeed calling - short



Intercom calling

Intercom calling is a basic feature of any Centrex system. It allows you to dial any other Centrex extension in your Centrex Common block without going through an operator or attendant, or being billed for a local call. Depending on how your Centrex system is set up, you can reach these extensions by dialing three, four or five digits.

For example, you could dial the office receptionist with a 4-digit number, without incurring charges for a local call.

To use intercom calling:



3. Dial the Centrex user’s three, four or five-digit extension.




Call hold

Call hold allows you to place one call on hold while you either pick up another call or complete a task.

For example, if you are speaking to a customer and need to look up some information, you can put the customer on hold while you search.

Find out the feature access codes for your specific Centrex system by visiting the Dialing Guides section in the Centrex Support Website, or by using the Centrex Support Fax-On-Demand system at 1-800-CENTREX.

To use call hold on a phone with a Basic Centrex line type:

1. Pick up the receiver and answer/place call.

2. While on the call, press the "flash" button or switchhook.

3. Listen for the special dialtone (three beeps followed by dialtone).

4. Dial the feature access code.

5. Listen for the confirmation tone (two beeps followed by dialtone).

6. You have now placed the call on hold. To return to the call on hold, press the “flash” button or switchhook twice.




Consultation hold

Consultation hold lets you call a third party while a call is on hold.

For example, if you needed to determine if a caller’s delivery had been made, you could place the caller on hold and call the Delivery Department for the information. After receiving the information, you could switch back to the caller.

To use consultation hold on a phone with a Basic Centrex line type:


2. While on the call, press "flash" button or switchhook.


4. The first call is now on hold

5. Dial the number you want to call.

You have now placed a call with the other call on hold. To return to the call on hold, press the “flash” button or switchhook twice.





Call forwarding – variable routes incoming calls to a different telephone number inside or outside the Centrex system.

For example, if you want one of your co-workers to answer your calls while you are out of the office, you can have your calls forwarded to that co-worker’s extension. As a result, none of your important calls will be missed.


To use call forwarding–variable on a phone with a Basic Centrex line type:





5. Dial the Centrex extension to which you want your calls forwarded.

6. Hang up.

All calls will be forwarded to the number you assign.





To deactivate this feature:



3. Dial the feature cancellation code.


5. Hang up.

Your calls will no longer be forwarded.




Call transfer – deluxe

Call transfer – deluxe is one of the most popular Centrex features. It allows you to hold and transfer incoming calls to other phones both within and outside your Centrex system.

For example, you can send a customer call to your supervisor, even if your supervisor is out of the office.

Just keep in mind that any calls transferred outside your system will result in additional costs to your company.

To use call transfer–deluxe:

1. Place/answer a call.



4. Dial the third party’s number.

5. Wait for the third party to answer, then announce the call.

6. Hang up.

You have now transferred the telephone call.




Three-way conference call

Three-way conference call lets you join two parties on the same call.

For example, if you needed to verify a meeting time with two co-workers, you could call the first co-worker and then add the other on the call to save time and confusion going from one co-worker to the other.

To use three-way conference calling on a phone with a Basic Centrex line type:




4. Dial the number you want to call.

5. Wait for the third party to answer.

6. Press “flash” button or switchhook again to connect original caller.




Call pickup

Call pickup allows you to answer an incoming call at a different Centrex extension if it is part of your call pickup group.

For example, in a school administration office, you can designate that everyone in one area be in one call pickup group. If your colleague is away from his/her desk, anyone within the call pickup group can answer his/her phone so no important calls are missed.


To use call pickup when a phone in a call pickup group rings, from a phone with a Basic Centrex line type:

1. Pick up the receiver from any idle phone.



You now will answer the call ringing into your pickup group.




Speed calling – short

Speed calling – short reduces the amount of time you spend dialing important phone numbers. Speed calling – short allows you to pre-program phone numbers so you can quickly access the numbers you call most.

For example, if you make a number of calls to a select group of colleagues or customers, you could eliminate time spent dialing their phone numbers every time.

To use speed calling – short, on a phone with a Basic Centrex line type:

Set up or change a speed call number



3. Dial the speed call program code.


5. Dial the memory location number you wish to assign to the phone number (0-9, dial the phone number and press “#.”

Dial a number you have programmed:



3. Dial * and the memory location number (0-9).




Ameritech Voice Mail Service (AVMS)

Ameritech Voice Mail Service(AVMS), also known as Centrex Voice Mail, is the most popular Centrex feature. It lets you send, retrieve, edit, archive and erase messages, as well as forward copies of messages to others within the same Centrex system.

There are two AVMS feature packages, Basic and Enhanced. Here’s how they compare.

Features

Greeting

Message maximum length

Maximum number of messages

Messages can be saved for…

Notification

Operator escape

Time and date stamping

Two-way messaging

Future delivery

Time and date stamping on/off

Extension mailbox

AVMS Basic

Up to 2 minutes long

4 minutes long

40 messages per mailbox

16 days

Can be turned on/off

Callers can dial 0 to reach the operator

Each message is stamped with time and date

N/A

N/A

N/A

N/A

AVMS Enhanced

Up to 5 minutes long

10 minutes long

90 messages per mailbox

31 days

Can be turned on/off

Callers can dial 0 to reach the operator

Each message is stamped with time and date

You can send and receive messages with other users on the voice mail system

You can deliver a message up to 30 days after recording it

You can turn time and date stamping on/off

One phone number can have a host mailbox plus three additional mailboxes

Voice Mail: Screen 1 of 8


Important voice mail terms to know

Voice mail system access number – The assigned number you call to enter your mailbox, retrieve messages and change your system options.

Password – 4 to 15-digit code you select that lets you access your mailbox.

Prompts – Instructions that guide you through your voice mail system.

Interrupted dialtone – Lets you know you have messages waiting. Does not prevent you from placing a call.

Extension mailbox – If you have Enhanced AVMS, you can create up to three extension mailboxes for other employees or departments.



Voice mail menu options

Main menu options

1 – Review new and saved messages

2 – Change personal options and greeting

3 – Send a message

4 – Check receipt

* – Exit voice mail

Bypass voice mail prompts

0 – Help or more options

* – Cancel or exit

# – Skip messages and prompts



Step 1 — Access your voice mail

At your business:

1. Dial your voice mail system access number.

2. Enter your password.

3. Press 1 to review messages or make another main menu selection.

Away from your business:

1. Dial your voice mail system access number.

2. Press #.

3. Enter your 10-digit mailbox number (area code and phone number).

4. Enter your password.

5. Press 1 to review messages or make another main menu selection.

How do I start programming and using my voice mail?



Step 2 — Record your personal greeting

1. Follow the voice prompts to record your personal greeting.

After recording, you can:

1. Press 1 to replay the greeting.

2. Press * to re-record your greeting.

3. Press # to save your greeting.




Step 3 — Record your name to identify your mailbox

1. From main menu, press 2 and 2 to enter greeting options.

2. Press 2, then record your name.

3. Press # to save your recording.

Step 4 — Review your messages

From main menu, press 1 to enter review message options.




1– Rewind

Note: If dial “1” once, you rewind the message 10 seconds. Dialing “1” twice brings you back to the beginning of the message.

2 – Pause

3 – Fast forward

Note: If dial “3” once, you fast forward the message 10 seconds. Dialing “3” twice brings you to the end of the message.

4 – Slower

5 – Date and time

6 – Faster

8 – Normal

9 – Louder

* – Cancel

0 – Help

# – Skip to next message

Note: If you hit “#” twice, you skip to your saved messages

Options while reviewing messages



4 – Replay

5 – Date and time

6 – Forward message

7 – Erase

8 – Reply

9 – Save

* – Main menu

0 – Help

Deletion Notification: AVMS automatically saves messages for 16 days (31 for Enhanced). It notifies you when a message is about to be deleted and gives you an option to re-save the message.

Options after reviewing a message



Centrex frequently asked questions

These are some of the most frequently asked questions our customers have regarding Centrex features, systems and additional equipment.

Features

Q. What features do I have?

A. What features you have depends on what Centrex line type you have. To see a full rundown of features available for your particular Centrex system, check out www.ameritech.com/centrexsupport.

Q. How do my features work?

A. Most Centrex features are programmed at your local Ameritech facility. You activate and deactivate many of these features using special feature access codes, which are numeric codes you dial on your telephone keypad.

Q. How do I make an internal call?

A. Listen for the dialtone and dial the person’s extension.

FAQs — Systems FAQs — Additional Equipment

FAQs: Screen 1 of 6



Q. How do I make an external call?

A. Listen for the dialtone, enter your access code and dial the number.

Q. Can I transfer calls outside my Centrex system?

A. You can only transfer calls outside your Centrex system if you have call transfer–deluxe. Any calls transferred outside your Centrex system will result in additional costs to your company. Check with your system administrator to see if this feature is available to you.

For more information check out the description of Call Transfer-Deluxe in the Features section of the tutorial.

Q. What is call forwarding- variable?

A. Call forwarding allows you to route all your incoming calls to another phone inside or outside of your Centrex system. Any calls forwarded outside your Centrex system will result in additional costs to your company. Check with your system administrator to see if this feature is available to you.

For more information check out the description of Call Forwarding in the Features section of the tutorial.

FAQs: Screen 2 of 6

FAQs — Systems FAQs — Additional Equipment



System

Q. What is Centrex? A. Centrex is a communications system that consists of four components:

Central office equipment

Centrex lines

Centrex features

Telephones

When you buy Centrex, you're essentially leasing a piece of an Ameritech central office. So, instead of having to buy costly switching equipment, which you would have to maintain at your office, you're reserving dedicated lines and switches at an Ameritech facility.

For more information check out the What is Centrex section of the tutorial.

FAQs: Screen 3 of 6

FAQs — Features FAQs — Additional Equipment



Q. What benefits does Centrex provide? A. Centrex has a number of outstanding benefits over other phone systems, such as a

PBX. This chart describes many of those benefits:

Centrex benefit

Frees resources to be spent elsewhere

Frees human resources

Eliminates surprise expenses

Eliminates upgrade expenses and technical obsolescence

Prevents loss of productivity

Easily customized to meet your needs

Offers high reliability at no added cost

Offers high reliability at no added cost

PBX

Purchase of switching equipment is necessary

Managed by your own staff

Unforeseen additional ownership costs

Major upgrades needed every few years

Upgrades can cause service disruptions

Services can only be added on a system-wide basis

Redundancy must be added at substantial cost

Battery backup must be added at substantial cost

Centrex

Purchase of switching equipment is not necessary

Managed by Ameritech

One simple monthly bill

Benefits from Ameritech’s routine upgrades to offer a call management service that will always be a state-of the-art solution

Easy to upgrade, does not disrupt service

Adding and subtracting services can be done on either a line-by-line or system-wide basis

Built in redundancy and reliability

Automatic battery backup during power failure

FAQs: Screen 4 of 6




Q. Can I use Centrex to link together multiple locations?

A. Yes. In fact this is one of the primary benefits of Centrex. You can also link multiple locations that reside in different Ameritech Switch facilities and different cities by using the Ameritech Virtual Network (AVN) or a Regional Ameritech Virtual Network (RAVN). All locations can be on one virtual network without incurring additional charges.

Q. Why am I charged to add extra numbers (extensions) to my Centrex system?

A. When you buy a Centrex system, you lease a portion of a switch located at your local Ameritech facility. When you add extra Centrex lines, our technicians essentially expand the amount of the switch you have leased to accommodate each new line. This involves translation work to build those new numbers into the switch. By doing this, you are assured that these numbers "belong" to you and will always be dedicated to you.

These charges can be avoided by purchasing more lines than you initially need when you first order Centrex. This not only ensures you will have a block of dedicated lines for the future, but also saves you the added expense since the cost of all lines is included in the System Establishment Charge.

FAQs: Screen 5 of 6




Additional equipment and features

Q. What telephone equipment is compatible with my Centrex?

A. Although it's likely that your existing phones may work with Centrex, Ameritech offers dozens of phones designed to work with your particular Centrex system. For more information, visit the Ameritech Centrex Support Website at www.ameritech.com/centrexsupport.

Q. What is Centrex Mate?

A. Centrex Mate is a software program that allows you to control and manage your Centrex system. It allows you to turn features on and off for individual phones and for your entire system, which saves you both time and money. Centrex Mate is free when you buy a Centrex system with seven or more lines (11 lines in Indiana).

FAQs: Screen 6 of 6

FAQs — Features FAQs — Systems


Additional resources

If you’d like to learn more about your Centrex system, visit the Ameritech Centrex Support Website at www.ameritech.com/centrexsupport.

Resources: Screen 1 of 1

Documents

Click anywhere on the slide to continue Click here to continue