Cox Business Centrex User manual

COX CENTREX TELEPHONE Everything you need to know about Cox Centrex Telephone service.

Welcome to Cox Centrex Telephone Service.
We’re glad that you’ve chosen Cox Centrex Telephone service for your business. As you
know, Cox Centrex service is feature-rich, cost-effective and worry-free. It’s also easy to
use, and that’s important in a busy, rapidly changing workplace.
This handbook will show you how to use each of the features of your Cox Centrex service.
Although the handbook lists every feature within our Centrex product offer, only those
features you have selected will be activated in your system. That’s because Cox Centrex
service gives you a choice of feature packages and allows you to customize these packages
even further by adding features from our “a la carte” list. To help you find the features that
apply to your service, this handbook shows which of the packages contain each feature
and whether that feature is available for a la carte purchase as well.
At Cox, we know how important your Cox Centrex service is to your business. So keep
this handbook close by as a reference tool. If you have additional questions about how
to use or add features, your local Cox customer care representatives are standing by to
give you the information you need. To reach a local customer care representative or for
repairs, please call:
Thank you again for choosing Cox Centrex Telephone service.
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Connecticut 860.432.6000
Fairfax 866.272.5777
Fredericksburg 866.272.5777
Hampton Roads 757.369.6500
Kansas 800.620.6196
New Orleans 504.304.1700
Oklahoma City 405.600.6333
Omaha 402.934.6000
Orange County 949.546.2020
Phoenix 623.322.2000
Rhode Island 401.383.6100
San Diego 619.269.2000
Tucson 800.929.5118
Wichita 316.858.4227

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Table of Contents
Feature Page
Auto Dial†................................................. 6
Automatic Line .............................................. 7
Busy Lamp Field/Direct Station Selection†........................... 7
Call Forwarding All Calls ...................................... 8
Call Forwarding Busy ......................................... 8
Call Forwarding Do Not Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Call Forwarding Remote Access.................................. 8
Call Hold .................................................. 10
Call Park .................................................. 11
Call Pickup ................................................. 13
Call Transfer/Three-Way Calling................................. 14
Call Waiting................................................ 16
Caller ID................................................... 19
Direct Inward Dialing ......................................... 19
Direct Inward System Access .................................... 19
Direct Outward Dialing........................................ 19
Directed Call Park............................................ 19
Directory Number Hunt........................................ 21
Distinctive Ringing............................................ 21
Executive Message Waiting†.................................... 21
Group Intercom ............................................. 22
Intercom-Auto†.............................................. 23
Key Short Hunt†............................................. 24
Last Number Redial........................................... 25
Make Set Busy†.............................................. 25
Malicious Call Hold†.......................................... 26
Message Waiting* ........................................... 26
Multiple Appearance Directory Number (MCA & SCA)................. 27
Ring Again................................................. 27
Speed Calling............................................... 28
Station Camp-On†........................................... 30
Station-to-Station Dialing/Abbreviated Dialing....................... 31
Three-Way Calling ........................................... 31
Uniform Call Distribution ....................................... 31
Important Customer Safety Information .................. 32
Customer Information to Know .......................... 32
Frequently Asked Questions ............................. 33
Features not available in all areas. Ask your local Cox Business sales representative for details.
Minimum requirement and other restrictions may apply. Service does not include wiring, taxes or surcharges.
†Requires a digital telephone.
*Voice mail product required.

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Centrex Access Codes
Call Park — used to park a call (PRKS) *20
Call Park Retrieval (PRKR) *21
Executive Busy Override (EBO) *44
Last Number Redial (LNR)1
*45
Distinctive Ringing *49
Call Hold (CHD)2
*53
Directed Call Park (DPRKS)3
*54
Call Forward Remote Access (CFRA) *55
Call Pickup (CPU) *62
Caller Number Delivery (CND) *65
Automatic Call Back (ACB) *65
Caller Name/Number Delivery Blocked (CNNB) *67
Automatic Resource Assignment/Automatic Recall (ARA) *69
Cancel Call Waiting (CCW) *70
Universal Three-Way Calling (U3WC) *71
Call Forward Programmable (CFWP) *72
Call Forward Cancel (CFWC) *73
Speed Call Programmable Short List (SCPS) *74
Speed Call Programmable Long List (SCPL) *75
Make Set Busy Activate (MSBA) *78
Make Set Busy Deactivate (MSBD) *79
Calling Name Delivery Blocked (CNAB) *81
Calling Number Delivery Blocked (CNDB) *82
Calling Number Delivery Deactivate (CNDD) *85
Ring Again (RAG) *87
Call Forward Busy Programmable (CFBP) *90
Call Forward Busy Cancel (CFBC) *91
Call Forward Do Not Answer Programmable (CFDP) *92
Call Forward Do Not Answer Cancel (CFDC) *93
Call Forward Do Not Answer Programmable Ringing (CFDPRING) *95
Connecticut and Rhode Island access codes:
1Last Number Redial (LNR): ##
2Call Hold (CHD): *76
3Directed Call Park (DPRKS): *20

CENTREX FEATURES
Auto Dial†(AUD)
About this feature:
If you use a digital telephone, the Automatic Dial feature allows you to call a frequently
dialed number by pressing one assigned key. You can also program and change these
auto dial numbers easily and quickly.
While an auto dial number can be assigned to more than one key on a phone, it should
only be assigned to keys with an associated lamp.
An auto dial key can hold up to 24 digits.
How to program an auto dial number:
Step Action Response
1 Without lifting the handset, press Lamp next to Auto Dial key flashes.
the Auto Dial key once.
2 Dial the complete number with access Note: If your system requires an
code you wish to program. additional digit to access an outside
line, be sure you include that number
in your sequence when programming
the feature.
3 Press the Auto Dial key again. Lamp next to Auto Dial key goes off.
How to erase an auto dial number:
Step Action Response
1 Without lifting the handset, press Lamp next to Auto Dial key flashes.
the Auto Dial key once.
2 Press the # key.
3 Press the Auto Dial key again. Lamp next to Auto Dial key goes off.
How to activate an auto dial number:
Step Action Response
1 Press any idle extension key. Dial tone; lamp next to extension key
goes on.
2 Press the Auto Dial key. Call progression tones, then ringing
tone.
3 Lift handset. Proceed with call.
Note: Some phones have programmable keys built into them already. If this is the case you
won’t need this feature!
†Requires a digital telephone.
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Automatic Line (AUL)
About this feature:
Place a call without dialing a single button using Cox Centrex’s Automatic Line feature.
This feature provides an automatic connection to a preprogrammed, stored number of
1 to 15 digits by simply lifting your handset. When using this feature, you will hear a
ringback tone instead of a dial tone. This feature is also known as a ringdown line.
How to use it:
Single Line Set
Step Action Response
1 Lift the handset. Ringback tone.
2 Called party answers and the
connection is made.
3 Hang up. The connection is terminated.
Business Set
Step Action Response
1 Press the extension key. Ringback tone; lamp goes on;
Connect lamp goes on when
connection is made.
Busy Lamp Field (BLF)/Direct Station Selection†(DSS)
About this feature:
This feature gives your business set telephones two practical capabilities:
 •BusyLampField(BLF)letsyouseeanotherextensionisinusebydisplayingan
indicator light next to that extension key on your phone.
 •WithDirectStationSelection(DSS),youcandialdirectlytoamonitored
extension by pressing that extension key on your phone, then pressing the
Busy Lamp Field key.
How to use it:
BLF Indication Line Activity
Busy (Lamp On) Handset is off the cradle.
Dialing digits.
Extension active on a call; talking, calls on hold.
Calls on hold such as Call Hold, MADN Hold, Permanent Hold.
Idle (Lamp Off) Handset is in the cradle and none of the above features
are activated on the extension.
†Requires a digital telephone.

Call Forwarding — 4 Options Available
Call Forwarding All Calls (CFA)
About this feature:
This feature lets you re-route incoming calls to another telephone number, within either
the group of Centrex system users at your company, the local calling area or a foreign
exchange. You can also forward calls to an attendant.
*72 to activate
*73 to de-activate
Call Forwarding Busy (CFB)
About this feature:
If your line is busy or unavailable, this feature can send your incoming calls to a number
within the Cox Centrex service at your company where someone else can answer them
for you.
*90 to activate
*91 to de-activate
Call Forwarding Do Not Answer (CFD)
About this feature:
Never miss another important call. If you fail to answer your phone within a certain
number of rings, this feature will forward the call to another person within the group of
Cox Centrex service users or to the attendant.
*92 to activate
*93 to de-activate
Call Forwarding Remote Access (CFRA)
About this feature:
This allows a line to activate or deactivate CFU, CFI, or CFF from a line other
than its own. The feature CFU, CFB, or CFD must already exist on the line being
activated or deactivated; CFRA alone does not provide these features.
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How to use it:
Activation — Single Line Set
Step Action Response
1 Dial the Call Forwarding activation Special dial tone.
code associated with the type of call
forwarding option you desire.
2 Dial the number where you want calls Confirmation tone.
to be forwarded.
3 You can now make outgoing calls as Dial tone.
usual.
Deactivation — Single Line Set
Step Action Response
1 Dial the Call Forwarding deactivation Confirmation tone.
code associated with the type of call
forwarding option you desire.
2 You can now make outgoing calls as usual. Dial tone.
Activation — Business Set
Step Action Response
1 Without lifting the handset, Lamp next to Call Forwarding
press the Call Forwarding key once. key flashes.
2 Dial the number where you want calls
to be forwarded.
3 Press the Call Forwarding key again. LCD next to the Call
Forwarding key goes steadily.
Deactivation — Business Set
Step Action Response
1 Press the Call Forwarding key once. Lamp next to Call Forwarding key
goes off.
Re-activation to the same program number — Business Set
Step Action Response
1 Press the Call Forwarding key twice
(first time, lamp flashes; second time,
lamp on) to activate forwarding to the
same number.
Note: Instructions apply to all four Call Forwarding features.

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Call Hold (CHD)
About this feature:
With Call Hold, you can place one call on hold for any length of time provided neither
you nor the person on the other end hangs up. The person on hold will hear an audible
ringback tone, recorded announcement, music or silence, whatever you prefer and
specify when setting up this feature.
Note:
 •Thisfeatureisavailableonlytosingle-linesets.Ifyouhaveabusinessset,you
may use the built-in Hold key.
 •Thisfeatureisappliedonaper-linebasis.
How to use it:
Place a Call on Hold
Step Action Response
1 Quickly press the switchhook. Special dial tone.
2 Dial the Call Hold feature activation Confirmation tone, then dial tone.
code. (*53)*
3 Replace handset. Caller is on hold.
Retrieve Call Hold
Step Action Response
1 Pick up the handset. You are connected to your
previously held call.
Answer Call Waiting or Camp-On
Step Action Response
1 If you hear a Call Waiting or Camp-On Special dial tone.
tone while talking, you can place your
existing call on hold and answer your
waiting call by quickly pressing
the switchhook.
2 Dial the Call Hold feature You are now connected to the
activation code. (*53)* waiting party.
*Connecticut and Rhode Island access code: *76

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Call Park (CPK)
About this feature:
Call Park gives you the flexibility of putting a call on-hold, then retrieving it at a different
extension. See Figure 1 for a sample Call Park scenario. Once you have placed a call
on Call Park, you can make and receive calls from your extension as usual.
How to use it:
Parking the Call — Single Line Set
Step Action Response
1 Press the switchhook once. Special dial tone.
2 Dial the Call Park activation code. (*20) Confirmation tone.
3 Replace the handset.
Retrieving the Call — Single Line Set
Step Action Response
1 Hang up and dial the Call Park Special dial tone.
retrieval code. (*21)
2 Dial the number of the extension You are connected to the
where the call is parked. parked party.
Parking the Call — Business Set
Step Action Response
1 Press the Call Park key. Confirmation tone; lamp next to
the Call Park key goes on.
Retrieving the Call — Business Set
Step Action Response
1 Lift the handset. LCD next to the extension key
goes on.
2 Press the Call Park key. Special dial tone.
3 Dial the number of the extension You are connected to the parked
where the call is parked. party.

Figure 1: A Call Park scenario
Set A Set B
Set A Set B
Set C
Set B Set C
Step 1: Sets A & B are having a conversation.
Step 2: Set A “parks” Set B;
Set A is free to make or
receive calls.
Set B hears silence, music,
or announcement.
Step 3: Set C “unparks” Set B.
Step 4: Sets B & C are now having a conversation.
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Call Pickup (CPU)
About this feature:
Call Pickup allows a line to answer incoming calls to another line within a pre-set Pickup
Group. (*62) per call to pick up.
Please specify, on the provisioning sheet, what telephone numbers to include in the
Pickup Group. These can be identified by labeling the groups by numbers, i.e. CPU 1,
CPU 2, CPU 3, etc. where CPU 1 will group all of the telephone numbers in the same
Pickup Group. Don’t forget to identify the feature name/abbreviation!
Note:
 •Callsthatarecamped-ontoaphonecannotbeansweredusingCallPickup.
 •YoucanusetheSpeedCallingfeaturetodialthepickupcode.
How to use it:
Single Line Set
Step Action Response
1 Pick up the handset. Dial tone.
2 Dial the Call Pickup feature You can converse with your caller.
access code. (*62)
Business Set
Step Action Response
1 Choose an available extension. Lamp next to the extension
goes on.
2 Press the Call Pickup key, or dial the
call pickup access code. (*62)
3 Pick up the handset before or after You can converse with your caller.
the above actions.

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Call Transfer (CXR)/
Three-Way Calling (3WC)
About this feature:
Call Transfer and Three-Way Calling both let you bring a third person into an
ongoing call. You can either include the third person in your call, transfer the call
to the third person or talk privately with the third person (Consultation Hold) before
transferring the call to them.
How to use it:
Call Transfer — Single Line Set
The following instructions apply to calls already in progress.
Step Action Response
1 Press the switchhook once. Special dial tone.
2 Dial the new telephone number. Ringback tone.
3 Replace the handset or wait for
answer and announce call.
Three-Way Call — Single Line Set
Step Action Response
1 Press the switchhook once. Special dial tone.
2 Dial the third party’s telephone number. Ringback tone; third party answers.
3 Press the switchhook once. All three parties connected.
Consultation Hold — Single Line Set
Step Action Response
1 Press the switchhook once. Special dial tone.
2 Dial the third party’s telephone number. Ringback tone; third party answers.
3 Press the switchhook one more time. You and the original party
can converse.

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Call Transfer (CXR)/Three-Way Call (3WC) — Business Set
Step Action Response
1 Press the CXR/3WC transfer key. Special dial tone; lamp next to
the CXR/3WC key goes on; “extension
in use” lamp flashes.
2 Dial the number of the person you Ringback tone; you are connected
are transferring the call to or you to the person when they answer.
wish to add. You may consult privately with
them as the original caller is out
of the conversation.
3 To connect all three parties together, Lamp next to the CXR/3WC key goes
press the CXR/3WC key again. on; “extension in use” lamp flashes.
4 To connect the other two people and Lamp next to the extension key
exit the call yourself, press the goes off; the two other people are
Release key. now connected and you are
disconnected from the call.
Call Transfer on Release — Business Set
Step Action Response
1 Press the transfer key to set up the The lamp associated with the transfer
second leg of the call. key goes steady and the extension
lamp associated with the incoming
call begins to flash.
2 Dial the number of the person Called party’s telephone number
you are bringing into the call. is displayed on your set.
3 Third person answers your call. If you wish to announce the call to
the third person, you may do so now.
4 Press the Release key or hang up The transfer lamp will be extinguished,
the phone to transfer the call. as well as the extension lamp
associated with the first leg
(incoming call). If your phone is
equipped with a display, it will
update to reflect you are no
longer connected to the call.

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Call Waiting (CWT)
About this feature:
With Call Waiting, you’ll never have to stay off the phone to wait for an incoming call.
This service notifies you of an incoming call while you’re on the phone by sounding two
short tones, 10 seconds apart. You can then choose to ignore the incoming call or place
the first call on hold and answer the second call.
How to use it:
Call Waiting Activation — Single Line Set
Step Action Response
1 When you hear the Call Waiting You will be connected to the
tones, quickly press the switchhook incoming call.
one time.
2 To return to the first call, quickly This puts the second caller on
press the switchhook one more time. hold and returns you to the
original call.
Note: Steps 1 and 2 can be repeated as long as the original party does not
abandon the call.
OR
3 When you hear the Call Waiting tones, The phone will ring.
you can end the original call by
hanging up the handset.
4 Lift the handset. You will be connected to the
incoming caller.
Cancel Call Waiting — Single Line Set
Step Action Response
1 Pick up the handset.Dial tone.
2 Dial the Cancel Call Waiting Confirmation tone followed by
access code (Cox defined). (*70) dial tone.
3 Dial the desired telephone number.
OR
4 If you are already on a call and wish Special dial tone.
to cancel Call Waiting, quickly press
the switchhook one time.
5 Dial the Cancel Call Waiting access After a 3-second delay, your original
code. (*70) connection is re-established and
Call Waiting is turned off.

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Dial Call Waiting — Single Line Set
Step Action Response
1 Dial the Call Waiting feature access
code. (*71)
2 Dial the extension number. Audible ringing, recorded
announcement, or music.
3 Wait for the called party to answer.
Note: To deactivate Dial Call Waiting, place handset in cradle.
Call Waiting User is on an established call and hears
Call Waiting tones — Business Set
Step Action Response
1 When you hear the Call Waiting This automatically puts the first
tones, press the Call Waiting key call on hold and connects you to
once. the second call.
2 To return to the original call, press You are connected with the first
the extension key next to the quickly call and the second call is now
flashing lamp. on hold.
Note: •Youmayalternatebetweenthetwocallsasmanytimesasyoudesirebyalternating
pressing the CWT and extension key.
 •Toendeithercall,presstheReleasekeywhileconnectedtothecall.
 •AcallthathascomeinontheCWTkeycanbetransferred.FollowthenormalCall
Transfer steps.
Cancel Call Waiting while phone is not in use
Step Action Response
1 Pick up the handset or press any idle Dial tone.
extension key.
2 Dial the Cancel Call Waiting access Confirmation tone followed by
code (Cox defined). (*70) dial tone.
3 Dial the number you wish to call.

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Cancel Call Waiting during a call
Step Action Response
1 Press the CXR/3WC key. Special dial tone; the original call
is on hold.
2 Dial the Cancel Call Waiting access After a 3-second delay,
code. (*70) the original connection is
re-established.
Dial Call Waiting
Step Action Response
1 Lift handset or press an extension key. Dial tone.
2 Enter the Dial Call Waiting feature Special dial tone.
access code. (*71)
3 Enter the extension number. Audible ringing/recorded
announcement.
4 Wait for the called party to answer.
Note: To deactivate, place handset in the cradle or press release key.

Caller ID
About this feature:
This line feature allows number (and name with some features) to be displayed for
incoming calls for telephone sets that are equipped with Caller ID display capabilities.
You can tell or see the name of the person you have dialed. The display equipment
will show the 10-digit phone number and name of the person calling or receiving
your call.
Direct Inward Dialing (DID)
About this feature:
Direct Inward Dialing gives each Cox Centrex user their own unique phone number,
enabling them to receive incoming calls directly instead of through an attendant.
Direct Inward System Access (DISA)
This feature enables selected outside callers to dial from the PSTN directly into the users
customer group, and gain access to the Centrex facilities without attendant assistance.
Callers dial a 7- or 10-digit software directory number or an IN-WATS DISA number
to access their Centrex. Automatic answer is provided to callers, prompting either for
an authorization code or presenting dial tone. Callers can then access Centrex facilities
depending upon NCOS restrictions set against users’ authorization codes or against
their DISA numbers.
With the DISA feature, the customer should also use the SMDR and Authorization Code
features. The DISA feature is accessible from touch tone sets only.
Direct Outward Dialing (DOD)
About this feature:
With Direct Outward Dialing, each Cox Centrex user can make outgoing calls directly
without going through the attendant. Users typically dial 9 (or any number between
1 and 9, depending on system programming), then the phone number as usual.
Directed Call Park (DCPK)
About this feature:
While Directed Call Park is basically the same as Call Park (see page 11), it
enhances your flexibility by letting you park and retrieve a call on any telephone
number in the system.
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How to use it:
Parking the Call — Single Line Set
Step Action Response
1 Press the switchhook once. Special dial tone.
2 Dial the Directed Call Park activation
code. (*54)*
3 Dial the extension number the call Confirmation tone.
is to be parked against.
Retrieving the Call — Single Line Set
Step Action Response
1 Pick up the handset of the phone Special dial tone.
where you want to retrieve the call
and dial the Directed Call Park
retrieval code. (*21)
2 Dial the extension number where the You are now connected with
call is parked. your caller.
3 Dial the security code, if required. You are now connected with
your caller.
How to activate:
Parking the Call — Business Set
Step Action Response
1 A call is presently active on an Extension lamp is on.
extension.
2 Press the DCPK key.Special dial tone.
3 Enter the extension where you want Confirmation tone; DCPK
to park the call. lamp is on.
4 Place the handset in its cradle, press The parked caller hears an
the Release key or the DCPK key. audio announcement; DCPK lamp
and extension lamp are off; the
extension is idle.
*Connecticut and Rhode Island access code: *20