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Vodafone User Guide Vodafone One Net ExpressVodafoneOne Net ExpressYour step-by-step guide to getting startedwith Vodafone One Net Express

Vodafone User Guide Vodafone One Net ExpressContents1.0Welcome to Vodafone One Net Express32.7Do Not Disturb82.13Withholding Your Number102.0User Features42.7.1 Activate Do Not Disturb82.13.1 Permanently withhold your number102.1Call Barring52.7.2 Deactivate Do Not Disturb82.13.2 Selectively withhold your number102.2Call Forward5Queuing10Call Hold7Emergency Calls8To make an emergency call simply dial 999 or 1122.142.32.82.15Voicemail102.9External Calls82.16Roaming112.10Hunt Groups92.17Other Mobile Services112.10.1 Four Types of Hunt Group93.0Auto Attendant122.10.2 Hunt Group Identification93.1Using MS Windows142.10.3 Voicemail in a Multi-user hunt group93.2Sample Transcript and Wav File152.11Internal Calls94.0Contacting Customer Service162.12Presenting your number95.0Feature Access Codes172.12.1 Change number being presentedon a per call basis92.12.2 Internal One Net calls102.12.3 Presenting your number whenit is normally restricted102.42.52.3.1 Put a Call on HoldCall Transfer2.4.1 To Transfer a CallConference Calls2.5.1 Establish a Conference Call2.5.2 Manage a Conference Call2.5.3 End a Conference Call77777882.6Call Waiting82.6.1 Accept a Waiting Call82

Vodafone User Guide Vodafone One Net Express1.0Welcome toVodafoneOne Net ExpressWith Vodafone One Net Express you’ll nolonger need a landline and you’ll benefitfrom call control features usually found onCorporate switch/PBX solutions. It’s a simpler,more effective way to manage your voicecommunications. Express has been designedto support your business as it evolves. Whatyou don’t need you don’t need to use.3

Vodafone User Guide Vodafone One Net Express2.0User FeaturesFeatures are described, together withinstructions on how to activate or changethem. Many mobile devices have menuswhich provide an easier way to activatesome of these features so please takesome time to become familiar with yourparticular mobile device.4

Vodafone User Guide Vodafone One Net Express2.0 User Features2.1Call BarringYou can restrict calls that can be made or received from yourphone. To set up or change either Incoming Call Barring orOutgoing Call Barring, please call customer services.If you are unable to make a call please check with customerservices to see if the number or number range has been barred.2.2Call ForwardPlease note that you should follow the information below asyour phone’s standard menus will not work on the One Netservice. Call forwarding allows for calls to be delivered to yourvoicemail or any other number under specific conditions, asdefined below: Call Forward Selective:– Where SPECIFIC calls to a number are forwardedto another number when certain conditions are met. The following options are available:– Time of Day.– Day of Week. Call Forward Unconditional:– Where ALL calls to your number are unconditionallyforwarded.– Calling Party Number – list of full numbers or partialnumbers. Up to 10 entries can be supported, e.g. CallForward ALL calls from 01234 567890 and 01604 xxxxxx. Call Forward on Busy:– Where ALL calls to your number are forwarded if you arebusy or when you explicitly reject an incoming call.(Note: If Call Waiting is activated then Call Forward on Busywill not be triggered for the second call your receive).– O nce activated the Call Forward Selective will be invokedaccording to the time of day/day of week that has beenscheduled. If you want this to be invoked on an ad hocbasis please remember to contact Customer Servicesto deactivate and then reactivate as required. Call Forward on Not Reachable:– Where ALL calls to your number are forwarded if you arenot registered or not reachable on the Vodafonenetwork. Call Forward on No Answer:– Where ALL calls to your number are forwarded if youdo not answer incoming calls after a defined periodof time, you can select from the following: 10, 20, 30or 40 seconds.Note: see table on page 6 for Feature Access Codes.5

Vodafone User Guide Vodafone One Net Express2.0 User FeaturesCustomer Services can activate all Call Forwarding requirementsthat you have against the parameters described above.Feature Access CodeBehaviour1200Deactivate All Call DivertsIf you wish to activate Call Forwarding dynamically, the codesshown here can be used to apply Call Forwarding to yourmobile number.1211Activates Call Forward Busy and Call Forward Not Available to Voice Mail1211 NumberActivates Call Forward Busy and Call Forward Not Available to Number specified1212Activates Call Forward Unconditional to Voice Mail1212 NumberActivates Call Forward Unconditional to Number specified1213Deactivate Call Forward Unconditional1224Activates Call Forward Not Ready to Voice Mail1224 NumberActivates Call Forward Not Ready to Number specified1225Deactivate Call Forward Not Ready1226Activates Call Forward Busy to Voice Mail1226 NumberActivates Call Forward Busy to Number specified1227Deactivate Call Forward Busy1228Activates Call Forward Not Available to Voice Mail1228 NumberActivates Call Forward Not Available to the Number specified1229Deactivate Call Forward Not Available to Voice MailIf you use the codes shown here you should read the followingrules carefully: I f you have Call Forwarding (CF) in place already (standarddefault is CF Busy and CF Not Available and CF Not Ready tovoicemail) and you activate CF Unconditional. The CFUnconditional will take precedence over your existing CFrules. If you deactivate CF Unconditional then your CF rulesfor CF Busy and CF Not Available and CF Not Ready will nowbe active in the same state immediately before CFUnconditional was activated. I f you deactivate all CF using the code 1200 then all CFcommands will be cancelled and you will need to reset yourCF Rules for CF Busy and CF Not Available and CF Not Readyto either voicemail or another number.Please contact customer services for any other changes to yourCall Forwarding set-up.6

Vodafone User Guide Vodafone One Net Express2.0 User Features2.3Call HoldYou can place a caller on hold and the caller will be played music.When the call is on hold you have the option to make a secondcall and then, either toggle between the two calls, join the othertwo parties together with you leaving the call (Transfer) or join allparties as a Conference. (Please see the relevant sections belowfor more information on these features).2.4Call TransferCall Transfer allows you to transfer an existing call to anotherperson. The transfer can either be to someone within yourcompany or to a number outside of your One Net service.2.5Conference CallsYou are able to join up to six people (including yourself) intoa conference call.2.5.1 Establish a Conference CallImportant Note: when transferring to a number not in yourcompany you will be charged as if you had initiated the call forthe duration that the two parties are on the call.2.3.1 Put a Call on Hold2.4.1 To Transfer a Call T he simplest way to achieve this is by using the phone’sin-built menus where available, simply place the active callon hold, dial the third party and then select ‘conference’or ‘join’ to connect all three parties in a conference. To place a call on hold:– Many mobiles have a ‘hold’ option in the menu whichyou can use.– Alternatively, first press the ‘2’ key and then press your‘send’ key.To transfer a call, you first place it on hold and then call thenumber you wish to transfer the call to. I f the phone does not support these menus, then thefollowing process will also deliver the desired experience. P lace the call on hold using the standard function on yourphone. If your device does not have a ‘hold’ option, thenpress the ‘2’ key and then the ‘send key’ which will alsoinvoke ‘hold’. P ress the ‘2’ key and then the ‘send’ key to put the existingcall on hold. N ow call the person you wish to transfer the call to(note: some mobiles require you to select ‘new call’ on thephone menu before being able to dial this second number). F inally transfer the call using the standard function on yourphone. If your device does not have a ‘transfer’ option, simplypress the ‘4’ key and then the ‘send’ key, which will ‘transfer’the call.This process will work for nearly all mobile phones. However,some phones do not support call transfer at all using eithermethod, e.g. the iPhone, in this case call ‘transfer’ cannotbe performed. N ow call the person you wish to include in the conferencecall (note: some mobiles require you to select ‘new call’ onthe phone menu before being able to dial this secondnumber). P ress the ‘3’ key and then the ‘send’ key to join everyonetogether. Y ou can keep adding people by using the phone menu,or by ‘holding’ the conference, (press the ‘2’ key and thenthe ‘send’ key), then calling the new person, followed bypressing the ‘3’ key and the ‘send’ key to add the newperson to the conference.7

Vodafone User Guide Vodafone One Net Express2.0 User Features2.5.2 Manage a Conference Call2.6As the conference chairman, you can drop an individual callerfrom the conferenceCall Waiting lets you know that a new caller is trying to contactyou, while you are already engaged on an existing call. You canspeak to the caller with or without ending the original call.You can redirect all your incoming calls to your voicemailfor a predefined period, after which time the redirection stops.The default time is eight hours.2.6.1 Accept a Waiting Call2.7.1. Activate Do Not DisturbYou will hear an intermittent tone which will alert you to thecaller that is waiting to speak to you. Dial 126 P ress the ‘1’ key and the number of the individual (e.g. 3)and send. To do this you need to remember (or record) theorder they joined the conference (i.e. the order that youcalled them).Call WaitingDo Not Disturb2.7.2. Deactivate Do Not Disturb2.5.3 End a Conference CallTo end a conference call you need to hang up on eachparticipant individually to close each leg of the call down.2.7 S ome devices will automatically offer Call Waiting options,(such as ‘accept the incoming call and end the active’,‘accept the incoming call and hold the active’ or ‘reject theincoming call’), these options will function correctly. Dial 1272.8Emergency Calls I f your device does not support these options, simply pressthe ‘2’ key and then the ‘send’ key, this will place the existingcall on hold and connect to the call that is waiting.To make an emergency call simply dial 999 or 112. T o toggle back to the original call (or between the callers)use the phone menu, or press the ‘2’ key and the ‘send’key again.To call a number that is not part of your Vodafone One NetExpress group, simply dial the number.2.98External Calls

Vodafone User Guide Vodafone One Net Express2.0 User Features2.10Hunt GroupsMulti-user hunt groups enable a group of linked One Net usersto be contacted via a single number. For example a sales teammay have a single phone number that will ring all the sales staffwithin the group in a predefined sequence.You can have a maximum of 20 users in any hunt group. It ispossible to have multiple hunt groups, each with their owntelephone number and these can be configured uniquely interms of users who form part of the hunt group and how thehunt group ‘hunts’.2.10.1 Four Types of Hunt Group Simultaneous– All phones in the Group ring at the same time. Sequential– Calls are delivered in a fixed order always starting withthe first available person on the list. Most Idle– This is designed to be most equitable in sharing callsaround a group. As soon as a hunt group call is completed,then the One Net User moves to the bottom of the HuntGroup in a shuffling fashion. The next incoming call goesto the user who has been idle the longest.2.112.10.2 Hunt Group IdentificationThe standard default if you have a geographic number is topresent this number when you make outgoing calls. If you wishto change the default presentation to your mobile numberplease contact customer services.When a call is received from a Multi-user hunt group thecalling number will be shown prefixed with a 2-digit code (yy).This number is unique to each hunt group in your company.For example, yy01202xxxxxx. This allows you to identifyand answer incoming calls appropriately for the number yourcaller has used.When you receive a call from a Hunt Group the number storedin your received/missed call list will show the Multi-user huntgroup code. Before you return the call you must first removethe 2-digit code (yy).Internal CallsYou can dial another person in your One Net Group by eitherdialling the full number or their short code extension number.2.12Presenting your number2.12.1 Change number being presented on a per call basis T o present your mobile number when the defaultpresentation is your geographic number– Press #46# followed by the full number to be called. T o present your geographic number when the defaultpresentation is your mobile number– Press #45# followed by the full number to be called.2.10.3 Voicemail in a Multi-user Hunt Group Circular– Calls are delivered in a fixed order, starting with thefirst available person on the list. Subsequently the nextincoming caller will be sent to the next person in thelist beginning where the last call was answered.If a call is not answered when the hunting sequence hascompleted (i.e. no one was available to answer the call), theincoming caller will be sent to the voice mail of a nominatedperson in your company. To change the nominated person,please contact customer services.Example: #45# 01202 123 456 will place a call to telephonenumber 01202 123 456, with the user’s geographic telephonenumber displayed as the CLI, instead of the user’s default mobilenumber being displayed.The nominated person receiving Hunt Group calls into theirvoicemail should consider recording a generic company-typegreeting rather than a personal one.9

Vodafone User Guide Vodafone One Net Express2.0 User Features2.12.2 Internal One Net calls2.13You can choose to have your One Net colleagues see either yourfull number or your extension number when you are calling them.You can prevent the person you are calling from seeing yourphone number. You can do this for individual calls or permanently.If you have Queuing enabled then up to 20 calls will stay in thequeue. There are two configurable Queue options:Please contact customer services to permanently make changesto the number that you present (see withholding your numberfor ad hoc changes).2.13.1 Permanently withhold your number A preset time that a call remains in the queue before beingredirected to Voice Mail or another predetermined number.– The values are in 5-minute increments from 5 minutesto a maximum of 60 minutes.2.12.3 Presenting your number when it is normally restrictedIf you choose to have your number permanently restricted(i.e. not presented) by using the withholding feature (see 2.15below), then you can selectively present your number ona per call basis:Withholding Your NumberTo permanently withhold your number for all calls can be doneby using the setting in your mobile phone (please refer to yourphone manual).2.13.2 Selectively withhold your numberTo selectively withhold your number on a per call basis:2.14Queuing T ime interval between answered calls, sometimes alsoknow as wrap-up time. This give agents time to finish thelast call and prepare to take the next call.– The time intervals available are 5, 10, 15, 30,45, 60 seconds. Dial 141 in front of the number you are calling. D ial 1470 in front of the number you are calling.Note: If you wish to present your mobile number in theseinstances rather than your geographic number pleasecontact customer services.Queuing is only available on company numbers. By defaultthis option is not enabled. To switch on call queuing pleasecontact customer services.2.15VoicemailAll calls to either your mobile number or your geographicnumber will be deposited in a single voicemail box – so younever miss a call. Dial 121 to retrieve your voicemail messages.10

Vodafone User Guide Vodafone One Net Express2.0 User Features2.16RoamingWhile you will be able to make and receive calls while roaming(subject to overseas network availability) it should be noted that: S hort code dialling whilst roaming is not available, (e.g.dialling a colleague’s short code extension whilst roaming). T he Feature Access Codes as listed in section 5 are notavailable (it’s best to set your options before travelling). V odafone Passport is currently not available on VodafoneOne Net . F or more information on roaming please seewww.vodafone.co.uk/roaming2.17 Other Mobile Services.The following services are not available on VodafoneOne Net Express: 3G Video Calling Mobile Fax Circuit-Switched Data Services.11

Vodafone User Guide Vodafone One Net Express3.0Auto AttendantAuto Attendant allows your incoming callersto select a department or individual throughan interactive voice prompt menu. This featureis generally used in conjunction with yourmain published company number.12

Vodafone User Guide Vodafone One Net Express3.0 Auto AttendantThe announcement would typically contain a company greeting;possibly a message, e.g. opening hours; and a list of options, e.g.press 1 for sales, 2 for finance etc. A maximum of nine optionscan be used.The announcement file must be recorded and saved as a.WAV file using the following audio format: 16 bit, 11 KHz, Mono.The following instructions will guide you through the processusing a Windows PC, however you can use any computer/software you like to record your announcement.It is recommended that you do not use the microphone builtinto a computer/laptop as these tend to pick up backgroundnoise from the computer’s fan and hard disk. A microphonesuch as one built into a headset has been found to producegood results.At the end of this section is a transcript of an exampleannouncement. If you are reading this online, a sound fileis also attached for your reference.13

Vodafone User Guide Vodafone One Net Express3.0 Auto Attendant3.1Using MS Windows1 Connect a Microphone to your PC, preferably one withheadphones so that you can hear the recording withoutany other ambient noises. You should ensure that thereis no background noise in your recording.Note: See page 15 for a screenshot.2 Start Windows Recorder software. You should find thisin the ‘Start’ menu, ‘All Programs’ under ‘Accessories’,‘Entertainment’.3 In the Sound Recorder window, select ‘File’ and‘Properties’. You can now set the Audio Format byselecting 11.025KHz, 16 Bit, Mono. You can save thisusing ‘Save As’, suggested name Auto Attendant.Note: when you next open sound recorder you wouldneed to re-select the correct Audio Format.4 To change the recording volume level you select the‘Edit’ menu, then ‘Audio Properties’ and then ‘SoundRecording’. You may need to experiment to get theright sound level. Try starting at about the midpoint.5 Now press the red record button. Record yourannouncement. Once recorded press Stop and then goto the Start of your recording and press play to review.6 If all is ok, select ‘File’ and ‘Save’. The file name shouldcontain descriptive text (maximum 20 characters) andthe date recorded.For example: ‘Christmas hours 2010.wav’. This willenable easy identification of the correct sound file toplay if you have a number of pre-recorded files fordifferent events or time of the year.7 It is possible to enable your incoming callers to be ableto dial directly to an individual if they know thatperson’s extension number.If an incoming caller presses Zero (0) then they will beinvited to enter an extension number. If you want to letcallers know about this option then you would need toinclude it in your customised announcement.For example: ‘If you know the extension number of theperson that you wish to be connected to then pleasepress 0’.Note: This option exists in all implementations by default,even if you do not mention it in your announcements.This means that any caller pressing Zero (0) will beinvited to enter an extension number even if you do notrefer to this option in your announcement.8 Please add the following line to the end of yourrecordings: ‘To repeat these options please key hash’.9 Now you have your announcement recorded you will need to contact our customer services team:Please email the WAV file with the following information: Contact Name:Company Name:Contact Number:Contact Email:Option 1 destination:Option 2:Option 3:Option 4:Option 5:Option 6:Option 7:Option 8:Option 9:to [email protected] Please note you should allow 10 Working days for theannouncement to become active.14

Vodafone User Guide Vodafone One Net Express3.0 Auto Attendant3.2Sample Transcript and Wav FileWelcome to World Wide Travel Ltd. Our opening hours areMonday to Friday eight-thirty am to six pm and Saturdays fromnine am to four pm. Press 1 for new travel enquiries, Press 2 forvisa information and Press 3 for existing bookings. If you knowthe extension number you wish to be connected to press 0.To repeat these options please Press Hash.Sample .wav file15

Vodafone User Guide Vodafone One Net Express4.0ContactingCustomerServiceThere is a specific One Net customer serviceteam dedicated to ensuring you get the bestfrom your Vodafone One Net Express Service.They will be able to answer and resolve anyqueries or problems that you might have.Vodafone One Net ExpressCustomer Service support team08:00–18:00 (Monday to Friday)Telephone: 08454 402074Short Dial: 40084Email:[email protected] Support forhigh-priority incidentsTelephone: 08454 402074Short Dial: 40084Email:[email protected]

Vodafone User Guide Vodafone One Net Express5.0 Feature Access CodesCall ForwardingDo Not DisturbFeature Access CodeBehaviourFeature Access CodeBehaviour1200Deactivate All Call Diverts126Activate Do Not Disturb1211Activates Call Forward Busy and Call Forward Not Availableto Voice Mail127Deactivate Do Not Disturb1211 NumberActivates Call Forward Busy and Call Forward Not Availableto Number specifiedCalling Line Identity CLI1212Activates Call Forward Unconditional to Voice MailFeature Access CodeBehaviour1212 NumberActivates Call Forward Unconditional to Number specified1213Deactivate Call Forward Unconditional1470( Number)Present my CLI on a Per Call basis(used when your number is normally withheld)1224Activates Call Forward Not Ready to Voice Mail141( Number)Withhold my CLI on a Per Call basis(used when your number is normally presented)1224 NumberActivates Call Forward Not Ready to Number specified#46#( Number)Per Call Dial Out – using my mobile number1225Deactivate Call Forward Not Ready#45#( Number)Per Call Dial Out – using geographic number1226Activates Call Forward Busy to Voice Mail1226 NumberActivates Call Forward Busy to number specified1227Deactivate Call Forward Busy1228Activates Call Forward Not Available to Voice Mail1228 NumberActivates Call Forward Not Available to the Number specified1229Deactivate Call Forward Not Available to Voice Mail17

December 2010. Vodafone Limited. Vodafone and the Vodafone logo are trademarks of the Vodafone Group. Other product and company names mentioned hereinmay be the trademarks or registered trademarks of their respective owners. The information in this publication is correct at the time of going to print. Such informationmay be subject to change and services may be modified, supplemented or withdrawn by Vodafone without prior notice. All services are subject to terms and conditions,copies of which may be obtained upon request.Vodafone LimitedVodafone HouseThe ConnectionNewbury, Berkshire RG14 2FNRegistered in England No. 147587vodafone.co.ukTT24090/221210

Vodafone User Guide Vodafone One Net Express 2.0 User Features 2.1 Call Barring You can restrict calls that can be made or received from your phone. To set up or change either Incoming Call Barring or Outgoing Call Barring, please call customer services. If