Centrex Telephone Software Features

Feature 1:  CALL HOLD

Definition:         An arrangement that permits a call to be HELD for extended periods so that the person on the line cannot hear sounds from your office.  For single line desk sets without a hold button, CALL HOLD involves the use of the SWITCH HOOK, TRANSFER or TAP button. For campus office administrative single and multi-line phones with a hold button, the “hold” button can be utilized.

To HOLD a call on single line desk sets WITHOUT a hold button:

                        1.  Momentarily depress the switch hook, the transfer button or the tap button.

                        2.  Hear a “recall” dial tone (three short tones followed by dial tone).

                        3.  Depress the “#” button (dial tone ceases in approximately 3 seconds).

                        4.  Lay handset down (do not hang up).

                        Hanging up will cause the phone to ring.  HELD party will be on the line when answered.

To retrieve the call:

2.  Hear “recall” dial tone.

3.  Depress the “#” button.  (HELD party is now on the line.)

To HOLD a call on phones sets WITH a hold button:

                        1.  Depress the phone’s HOLD button.

                        2. The line light will begin to flash.  Handset can be set in the cradle or put down.

                        To retrieve the call:

                        1.  Pick handset up

2.  Depress the button beside the flashing line light. (HELD party is now on the line.)

Feature 2:  CONSULTATION HOLD

Definition:   An arrangement permitting a call to be HELD while a call is placed to a third party for CONSULTATION.  Consultation hold involves the use of the SWITCH HOOK/TAP KEY/TRANSFER KEY and Touch Tone buttons.

To perform CONSULTATION HOLD:

1.  Momentarily depress the switch hook, the transfer button or the tap button.

2.  Hear recall dial tone (party on line is now on HOLD).

3.  Place a call to the desired third party.

4.  Consult with the third party.

5.  AFTER consulted party hangs up, depress switch hook/tap key/transfer key.  HELD party is now on the line.

Feature 3:  CONFERENCE- 3 Way Calling

Definition: An arrangement which permits a third party to be added to a call in progress.  CONFERENCE involves the use of the SWITCH HOOK/TAP KEY/TRANSFER KEY and Touch Tone buttons.

To add a third party to an in-progress call:

1.  Depress the switch hook, the transfer button or the tap button.

2.  Hear recall dial tone (party on line is now on HOLD).

3.  Place a call to desired third party.

4.  When third party answers, tell him/her this will be a CONFERENCE call.

5.  Depress the switch hook, the transfer button or the tap button.  HELD party is now included in three-way conference.

Feature 4:  TRANSFER

Definition:   An arrangement which permits a call (either incoming or outgoing) to be connected to line, freeing your line for other use.  TRANSFER involves the use of the SWITCH HOOK/TAP KEY/TRANSFER KEY and Touch Tone buttons.

To transfer a call:

                      1.  Give the caller the number you are going to dial.

                      2.  Depress the switch hook, the transfer button or the tap button.

                      3.  Hear recall dial tone (person on the line is now on HOLD), place call to desired party.

                      4.  When you hear ringing, you may hang up or announce caller and then hang up.  If a busy tone is reached or the third party does not want to take the call, depress the switch hook, the transfer button or the tap button twice and the original party will be back on the line.

Definition:   An arrangement whereby a call coming into an unanswered or busy line will be FORWARDED to a predesignated line. Contact the Telephone Services office for implementation of this feature.  E-mail request to telephone-services@udel.edu.  See also New Phone Service Requests.

                      2.  Dial the phone number to which you want your calls forwarded. (See Dialing Instructions)

                      3.  When the phone is answered, call forward universal is in effect.

                      4.  IMPORTANT!! – If the line is busy or no one answers, hang up and repeat steps 1 and 2.  When you hear two short tones, call forwarding is in effect.  No answer is necessary on the second attempt.

To DEACTIVATE (*73):

                      1.  Press *73.  When you hear two short beeps and a dial tone, call forwarding is cancelled.

You can make outgoing calls when call forward universal is in effect.  One reminder will ring will sound on your telephone when a call is being forwarded.  You cannot answer this call from your phone.

Feature 8:  RING AGAIN (*78)

Definition:   This feature will automatically redial a busy number for you and will keep dialing that number for up to 30 minutes.  This applies to on campus numbers only.

When you dial a number and the number called is busy, hang up

                      1.  Listen for dial tone, then dial *78 and it will retain the number dialed.

                      2.  With 12 seconds you will hear a beep to verify that it has been activated.

                      3.  When the busy line is open, it will call you back and you will know by the ring (2 short & 1 long ring.)

To Deactivate (*79)

                      1.  Dial *79

                      2.  Over 30 minutes, it will deactivate itself

Feature 9:  DISTINCTIVE RINGING

                      1.  Internal calling – one regular ring

                      2.  External calling – two short rings

Feature 10:  CALL WAITING

Definition:   This option alerts you that someone is trying to reach you if you are already using your phone.  You will hear a tone to identify that another call is coming in.  CALL WAITING involves the use of the switch hook, the transfer button or the tap button and the “#” button of the telephone.  Contact the Telephone Services office (telephone-services@udel.edu) for implementation of this feature.

To use CALL WAITING:

                      1.  A beep indicates that another call is waiting.  Depress the switch hook, the transfer button or the tap button and then the “#” key to answer the second call.  The first caller will be put on hold.  If you do not answer the second call, the caller will only hear ringing, not a busy signal.

                      2.  To return to the first caller, depress the switch hook, the transfer button or the tap button and the “#” key.  When the first caller hangs up, depress the switch hook, the transfer button or the tap button until your phone rings.  Now your second caller will be on the line.

Feature 11:  TONE BLOCK (*59)

This feature lets you temporarily block the Call Waiting beep tone.  With tone block, you can finish a long distance call or use your computer and modem without being interrupted by the indicator for the second call.

                      1.  Prior to placing a call, block the beep tone by dialing *59.

                      2.  Place the call as usual.  This call will not be interrupted by a Call Waiting beep tone.  When you hang up, Call Waiting is automatically reactivated.

Feature 12:  CALLER ID

This feature allows you to see an incoming phone number before actually answering the call.  With Caller ID, you can decide to take an incoming call, or let the call forward into your voice mail.  Users should be aware, however, that the centrex caller ID service DOES NOT provide calling name information. Contact the Telephone Services office for implementation of this feature and information on the optional equipment needed.

Feature 13:  CALL BLOCK (*57)

If the person you are calling subscribes to Caller ID, your number will be displayed when you place a call to that person.  The following steps must be taken EACH TIME you want to *ensure that your number is not displayed:

                      1.  For ON-CAMPUS CALLS, dial *57 and the 4-digit extension.

                      2.  For ON-CAMPUS CALLS TO STUDENT NUMBERS FROM ADMINISTRATIVE LINES, dial *57 then 5, and then the 4-digit extension.

                      3.  For OFF-CAMPUS CALLS, DIAL *57, then 9, and then the number you are calling.

This is the only method for blocking Caller ID.  There is no charge for activating the blocking.

* Calls made to toll free numbers (800, 877, and 888 for instance), to local and pay-per-call numbers, and to 911 are not blocked.

Feature 14:  CALL TRACE (*77)

Definition:   Call trace is a feature that allows you to trace the number of the last call that you received.  It is intended to be used only in the case of life-threatening, obscene, or harassing calls.  Please note, information on the traced call is not released to the individual activating the feature.  Verizon releases the traced information to the police, and the individual activating the tracing feature on the call must be willing to file a complaint.

To use CALL TRACE:

                      1.  After hanging up and before making or receiving another call, pick up the receiver and press *77.  THIS MUST BE DONE ON THE SAME LINE THAT THE CALL WAS RECEIVED ON.

                      2.  Listen for the confirmation announcement and hang up.  The system will only trace the last call received.  The number of the last call received will be reported to Verizon.

                      3.  You will NOT receive the telephone number of the call being traced.  You must contact Public Safety (on campus) or the local police (off-campus) who will, in turn, obtain the information.