BT Featureline User manual

Featureline
Site User Guide
To make an external call press 9
followed by the telephone number

“Call forwarding for when I’m out
and about - well that’s a real bonus”
“We’re closed for lunch
but open for business”
“We don’t waste time calling
engaged numbers again.
Featureline does it for us”
“We find it’s the best way of
dealing with emergency calls”
“I know who’s calling before
Ipick up the phone”
“We look so much more professional
and caring in the eyes of our customers -
it gives us much more flexibility”

Featureline Telephone
Why not maximise the potential of your Featureline Service ?
The Featureline telephone has been specifically designed to enhance the Featureline service
by being pre-programmed with the Features.
It will enable you to maximise the potential of Featureline without the need to use access
codes to activate the features!
In addition the phone gives you a liquid screen display, loudspeaker, and an indicator light
that enhances the Call Minder service.
The Featureline phone can be bought by phoning 0800 400 400
or online from our partner site www.dabs4work.com
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Contents How to Activate your Service 5
Standard Features
Making a Call 6
Call Diversion 8
Call Pick-Up 12
Call Transfer 14
Call Waiting 18
Call Offer 20
Ring Back 21
Three-Way Call 22
General Interrogation 23
Reminder Call 24
Withholding your number 25
Code Calling 26
Repeat Last Call 27
Caller Return (1471) 28
Caller Return Erasure 29
Optional Free Features
Call Barring 30
Introduction to Hunt Group 32
Hunt Group Diversion 34
Hunt Group Do Not Disturb 36
Featureline for Phone Systems 46
Optional Chargeable Features
Caller Display 38
Hunt Group Queuing 39
Direct Call 40
Local Link 40
Call Minder 41
Remote Call Diversion for System X 48
RemoteCall Diversion for System Y 49
Useful Information 50

5
How to Activate Your Service
Before you start
Please note, our telephone exchanges vary throughout the UK
and work differently. You will need to establish whether you are
served by a System Xor Yexchange before you can use your
Featureline service.
To do this you just do the following:-
Step one
Press • £ 001 £
If you receive the message "Sorry, the service requested is not
available." You are a System Y customer.
If you receive any other message you are a System X customer
Next step
Now you have established which type of exchange you are served
by. You also need to know the line set up, i.e, is it a single line or
part of Hunt Group. You can check this by doing the following
For System Y customers:-
Press • £ 121 £
For System X customers:-
Press • £ 003 £
If you receive the message "Sorry, the service requested is not
available."
You have a single line and arenot partof a Hunt
group.
Feature Availability
Now you are ready to use your Featureline service you simply
need to refer to the relevant Xor Ycolumn in this guide.

6
Making a Call
To use Featureline you must first set your phones to “Time Break Recall” (TTB, TBR
or TB). Your telephone or phone system user guide will explain how to do this.
External Calls
To make an external call press 9 followed by the telephone number.
If your lines terminate on a PBX, you will need to dial 99followed by the telephone
number to make an external call.
eg. 9 9 999
Please note:
• You should have contacted your switch maintainer to ensure your PBX can
accommodate the additional 9if your lines are terminating on your switch
•Any equipment attached to your Featureline that auto dials an external number
will have to be reprogrammed to accommodate the 9(eg, PDQ, Fax Machines etc).
Internal Calls
Tomakean internal call justdial the extension number.
Lift your handset
Wait for dial tone Press 9Dial phone number eg 999
Liftyour handset
Wait for dial tone
Dial extension
eg 21

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Don’t forget todial 9 for an outside line
Emergency Calls
To make an emergency call dial 9 then 999 or 112
Please note: You will need to reprogramme any equipment you have on the feature
line to dial 9to make an external call (eg. PDQ, Fax Machines etc).
Receiving Calls
With Featureline you will hear different types of ringing patterns, these are to help
you identify the type of call you are about to receive. The three different types are:
• Calls from internal extensions
• Calls from external telephone numbers
• Calls which you have programmed toring you back
NB When receiving a call the incoming number will be prefixed with a 9if you are
using a Caller Display phone/ unit.

Call Diversion
Call Diversion -redirect all incoming calls
automatically to an internal or external
number, including mobiles. You can also set up
diversion on busy and diversion on no reply.
Your Business is never closed - forward your
calls to your mobile or home number.
If your line is in a Hunt Group please refer
to page 36 for Hunt Group Diversion.
Diversion of all incoming calls
You can divert immediately all incoming calls to any
directly dialable number.
To switch on •21 •
then either
extension number £
or 9telephone number £
To check • £ 21 £
Tocancel £21 £
Diversion On Busy
To avoid losing that important call when you are busy on a
call, divertyour incoming calls toanother number.
Toswitch on •67 •
then either
extension number £
or 9telephone number £
To check • £ 67 £
To cancel £67 £
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Diversion On No Reply
To avoid losing that important call when you are away from your
desk, divert your calls after approximately 15 seconds or 6 rings.
To switch on •61 •
then either
extension number £
or 9telephone number £
To check • £ 61 £
To cancel £61 £
Diversion Override
eg. If a manager has diverted all calls to a secretary, it is possible
for the secretary to override the divert for important calls.
Wait for dial tone •60 •
extension number £
RECALL
Codes
9
Don’t forget to dial 9 for an outside line

Call Diversion -continued
Notes for your guidance
■There is a distinctive dial tone to let you know when Call Diversion is set
on your telephone. Outgoing calls can still be made in the normal way.
■Within each Call Diversion service, whenever you want to change the
number to which calls are diverted, just set the service up with a new
number. You don’t need to cancel the old number first.
■The diverted part of the call eg from your Featureline to the telephone
number you have diverted towill be billed toyour Featureline as if it
were a normal call at the appropriate rate.
■Diversion On No Reply operates after approximately 15 seconds or 6
rings, if the destination phone is free.
■WhereCall Minder has been provided the intermittent dial tone will
indicate that there is a new message waiting and does not indicate that
adivert has been set.
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Don’t forget todial 9 for an outside line
For your notes

12
Call Pick-Up
Call Pick-Up -answer a call to another
Featureline extension from your own phone .
Means you don’t have to keep your customer
waiting if someone is away from their desk.
Call Pick-Up
Your extension can pick up and answer an incoming call to
any extension on your premises.
To pickup
any call •52 £
Directed Call Pick-Up
You can use Directed Call Pick-Up to answer a call that is
ringing on a specific extension on your premises.
To pick up
acall on a
specific
extension •52 •
The number of the extension which is ringing £
•58 •
The number of the extension which is ringing £
Codes
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XY

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Don’t forget todial 9 for an outside line
To Pick-Up a call while busy on another call
To pick up
any call Wait for dial tone •52 £
To pick up
acall on a
specific
extension Wait for dial tone •52 •
The number of the extension which is ringing £
Wait for dial tone •58 •
The number of the extension which is ringing £
Notes for your guidance
■Call Pick Up will answer the call that has been ringing
the longest.
■Call Pick Up operates across all the Featurelines on your
premises or within its own Pick-Up group.
RECALL
RECALL
RECALL
Codes XY
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Call Transfer
Call Transfer -pass a call to another
Featureline extension or any external
number, including mobiles.
Enables you to offer a professional seamless
service to your customer.
Call Transfer –enables you to transfer a call to another
phone either before or after it has been answered.
To transfer during a call
Wait for dial tone then dial
either
extension number
or 9telephone number
If the destination phone is ringing
either Replace your handset -
this transfers your caller to a ringing phone
or Wait for the phone to be answered, announce caller, replace
your handset - transfers your caller to the other person.
If the destination phone is answered but you decide you
do not wish totransfer the call
Wait for dial tone press 1
ends your current call and returns you to your original caller.
If the destination phone is not answered
Wait for dial tone press 1
returns you to your original caller.
returns you to your original caller.
RECALL
RECALL
RECALL
RECALL
Codes
✓
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XY

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Don’t forget todial 9 for an outside line
Transfer to Busy -enables you to transfer a call to another
internal extension, if engaged you can leave the call
holding until it becomes free. If they do not become free
after approximately 30 seconds the call is represented to
the extension that transferred the original call.
To transfer during a call
Wait for dial tone extension number
If the destination extension is engaged
Replace your handset -to transfer to the busy extension
EnquiryCall -allows you toput your original call on hold,
make a call to another phone then return to your original
caller.
During a call tomakean enquirycall
Wait for dial tone
then
extension number
or 9telephone number
Toswitch between calls
Wait for dial tone press 2
Toend enquirycall and return to original caller
Wait for dial tone press 1
RECALL
RECALL
RECALL
RECALL
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Call Transfer -continued
Notes for your guidance
■When a call is transferred to an engaged extension the caller will hear a
ringing tone.
■When a call is transferred to an engaged extension the caller will hear
ringing tone and the Call Waiting announcements.
■With Transfer to Busy only one call is able to wait for an extension to
become free.
■During an Enquiry Call or whilst a call is being transferred, callers will
receive a message asking them tohold the line.
■Call Transfer or EnquiryCall cannot be used when Call Waiting is active
and a call is waiting.
Codes
✓
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XY

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Don’t forget todial 9 for an outside line
For your notes

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Call Waiting
The Call Waiting service
To switch on •43 £
To check •£43 £
To cancel £43 £
On hearing the Call Waiting bleep you then have several
options:
To accept a call which is waiting
either
Wait for dial tone press 2
This puts your current call on hold and lets you speak to
the waiting call (Your current caller will be asked to hold.)
Use this to switch between parties.
or
Wait for dial tone press 1
Ends the current call and connects you to the waiting
caller.
To reject a call which is waiting
Wait for dial tone press 0
This rejects the waiting call and turns off the bleep.
The waiting caller will be disconnected.
No more calls will be offered until you have finished your
current call.
RECALL
RECALL
RECALL
Codes
Call Waiting -lets you know, while you're
engaged on another call, that a caller is trying
to contact you. You can speak to the caller
with or without ending the original call.
Means you never have to miss that important
call you could be waiting for.
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Don’t forget todial 9 for an outside line
Codes
Notes for your guidance
■Initially Call Waiting is provided ‘switched off.
■Call Waiting is only activated on incoming calls from external numbers.
■If you do nothing when you hear the bleeps, it will stop automatically
after approximately 30 seconds and the waiting caller will be
disconnected.
■When a call is waiting, Call Transfer will not operate.
■Call Waiting is not available on lines within a Hunt Group.
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Call Offer
With Call Offer, if you call another internal
extension and it is busy, you can choose to
advise them that you are calling. A series of
bleeps on the line will let them know that an
important call is waiting to get through.
Alert one of your colleagues that you have a
call to put through to them.
Using Call Offer
When you ring an extension and find your colleague is busy
To advise
them you
are waiting Wait for dial tone •95 £
To accept a call which is being offered
Either Wait for dial tone press 2
This puts your current call on hold and lets you speak to
the offered call (Your current caller will be asked to hold.)
Use this to switch between parties.
Or Wait for dial tone press 1
This ends the current call and connects you to the offered call.
Toreject a call which is offered
Wait for dial tone press 0
This rejects the offered call and turns off the bleep. No
more calls will be offered until you have finished your
current call
Notes for your guidance
■Call Offer is only available for internal extension calls.
■The Call Offer bleeps are the same as the Call Waiting
bleeps.
■When an offered call is rejected, the offering caller will
receive engaged tone.
RECALL
RECALL
RECALL
RECALL
Codes
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