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1 Click anywhere on the slide to continue Click here to continue

2 Click anywhere on the slide 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 navigation bars to jump to specific sections of the tutorial. Use the Next button to 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

3 Click anywhere on the slide to continue 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 ( ) 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

4 Click anywhere on the slide to continue 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 organizations phones more powerful. Connect all your office phones in a seamless network. What is Centrex: Screen 1 of 1

5 Click anywhere on the slide to continue 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

6 Click anywhere on the slide to continue 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 to determine your switch type. Basic CentrexElectronic Key LineISDN Centrex Centrex Service Types: Screen 1 of 4

7 Click anywhere on the slide to continue 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 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 LineISDN Centrex Centrex Service Types: Screen 2 of 4

8 Click anywhere on the slide to continue 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 youre 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 CentrexBasic Centrex ISDN CentrexISDN Centrex Centrex Service Types: Screen 3 of 4

9 Click anywhere on the slide to continue 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 CentrexElectronic Key Line Centrex Service Types: Screen 4 of 4

10 Click anywhere on the slide to continue 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 With Electronic Key Line and ISDN Centrex, many of these features can be activated with the push of a button. For Basic Centrex, youll 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 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

11 Click anywhere on the slide to continue 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 dialingConsultation holdThree-way conference call Intercom callingCall forwarding - variableCall pickup Call holdCall transfer - deluxeSpeed calling - short Features: Screen 2 of 11

12 Click anywhere on the slide to continue 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: 1. Pick up the receiver. 2. Listen for the dialtone. 3. Dial the Centrex users three, four or five-digit extension. Features: Screen 3 of 11 Direct outward dialingConsultation holdThree-way conference call Intercom callingCall forwarding - variableCall pickup Call holdCall transfer - deluxeSpeed calling - short

13 Click anywhere on the slide to continue 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 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. Features: Screen 4 of 11 Direct outward dialingConsultation holdThree-way conference call Intercom callingCall forwarding - variableCall pickup Call holdCall transfer - deluxeSpeed calling - short

14 Click anywhere on the slide to continue 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 callers 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: 1. Pick up the receiver and answer/place call. 2. While on the call, press "flash" button or switchhook. 3. Listen for the special dialtone (three beeps followed by dialtone). 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. Features: Screen 5 of 11 Direct outward dialingConsultation holdThree-way conference call Intercom callingCall forwarding - variableCall pickup Call holdCall transfer - deluxeSpeed calling - short

15 Click anywhere on the slide to continue Call forwarding – variable 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-workers extension. As a result, none of your important calls will be missed. 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 CENTREX. To use call forwarding–variable on a phone with a Basic Centrex line type: 1. Pick up the receiver. 2. Listen for the dialtone. 3. Dial the feature access code. 4. Listen for the confirmation tone (two beeps followed by dialtone). 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. Features: Screen 6 of 11 Direct outward dialingConsultation holdThree-way conference call Intercom callingCall forwarding - variableCall pickup Call holdCall transfer - deluxeSpeed calling - short

16 Click anywhere on the slide to continue Call forwarding – variable To deactivate this feature: 1. Pick up the receiver. 2. Listen for the dialtone. 3. Dial the feature cancellation code. 4. Listen for the confirmation tone (two beeps followed by dialtone). 5. Hang up. Your calls will no longer be forwarded. Features: Screen 7 of 11 Direct outward dialingConsultation holdThree-way conference call Intercom callingCall forwarding - variableCall pickup Call holdCall transfer - deluxeSpeed calling - short

17 Click anywhere on the slide to continue 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. 2. While on the call, press "flash" button or switchhook. 3. Listen for the special dialtone (three beeps followed by dialtone). 4. Dial the third partys number. 5. Wait for the third party to answer, then announce the call. 6. Hang up. You have now transferred the telephone call. Features: Screen 8 of 11 Direct outward dialingConsultation holdThree-way conference call Intercom callingCall forwarding - variableCall pickup Call holdCall transfer - deluxeSpeed calling - short

18 Click anywhere on the slide to continue 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: 1. Pick up the receiver and answer/place call. 2. While on the call, press "flash" button or switchhook. 3. Listen for the special dialtone (three beeps followed by dialtone). 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. Features: Screen 9 of 11 Direct outward dialingConsultation holdThree-way conference call Intercom callingCall forwarding - variableCall pickup Call holdCall transfer - deluxeSpeed calling - short

19 Click anywhere on the slide to continue 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. 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 CENTREX. 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. 2. Listen for the dialtone. 3. Dial the feature access code. You now will answer the call ringing into your pickup group. Features: Screen 10 of 11 Direct outward dialingConsultation holdThree-way conference call Intercom callingCall forwarding - variableCall pickup Call holdCall transfer - deluxeSpeed calling - short

20 Click anywhere on the slide to continue 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 1. Pick up the receiver. 2. Listen for the dialtone. 3. Dial the speed call program code. 4. Listen for the special dialtone (three beeps followed by dialtone). 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: 1. Pick up the receiver. 2. Listen for the dialtone. 3. Dial * and the memory location number (0-9). Features: Screen 11 of 11 Direct outward dialingConsultation holdThree-way conference call Intercom callingCall forwarding - variableCall pickup Call holdCall transfer - deluxeSpeed calling - short

21 Click anywhere on the slide to continue 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. Heres 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 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

22 Click anywhere on the slide to continue 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: Screen 2 of 8

23 Click anywhere on the slide to continue 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 Voice Mail: Screen 3 of 8

24 Click anywhere on the slide to continue 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? Voice Mail: Screen 4 of 8

25 Click anywhere on the slide to continue 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. How do I start programming and using my voice mail? Voice Mail: Screen 5 of 8

26 Click anywhere on the slide to continue 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. How do I start programming and using my voice mail? Voice Mail: Screen 6 of 8

27 Click anywhere on the slide to continue 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 Voice Mail: Screen 7 of 8

28 Click anywhere on the slide to continue 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 Voice Mail: Screen 8 of 8

29 Click anywhere on the slide to continue 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 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 persons extension. FAQs SystemsFAQs Additional Equipment FAQs: Screen 1 of 6

30 Click anywhere on the slide to continue Centrex frequently asked questions 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 SystemsFAQs Additional Equipment

31 Click anywhere on the slide to continue Centrex frequently asked questions 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 FeaturesFAQs Additional Equipment

32 Click anywhere on the slide to continue Centrex frequently asked questions 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 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 Ameritechs 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 FAQs FeaturesFAQs Additional Equipment

33 Click anywhere on the slide to continue Centrex frequently asked questions 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 FAQs FeaturesFAQs Additional Equipment

34 Click anywhere on the slide to continue Centrex frequently asked questions 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 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 FeaturesFAQs Systems

35 Click anywhere on the slide to continue Additional resources If youd like to learn more about your Centrex system, visit the Ameritech Centrex Support Website at Resources: Screen 1 of 1


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