HomePlan features and user guide

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1 HomePlan features and user guide Effective 1 April 2013

2 Contents Important numbers to remember 1 How to make a call 2 Message Mailbox 5 Call Queue 12 Phone Divert 13 Three Party Calling 15 Toll Call Control 16 Auto Dial 17 Important numbers to remember Emergency services 111 To gain access to the fire department, ambulance or police services, dial 111 and advise the operator which service you require. Customer care If contacting us from home, you simply call free from anywhere in the country. Faults For testing engaged lines, reporting faults or urgent repairs. Malicious calls Ring this number if you receive an obscene or abusive phone call. If you feel your safety is threatened, ring the police immediately. Customer feedback Call us, or write to Vodafone customer services, Private Bag 92143, Auckland Directory assistance National numbers 018 International numbers 0172 Mobile phone numbers 018 Directory assistance is also available via the Internet at We acknowledge that some or all of the descriptions used in this collateral may have been reproduced from collateral originally developed by Telecom NZ Ltd (TCNZ) and, to the extent that such collateral has been reproduced, TCNZ retains any intellectual property vesting in such material. Page 1

3 How to make a call This section gives you instructions on making any type of call including faxes, local, national, international and mobile. Local calls Local calls are those made within your local calling area. Your local calling area can be found in the White Pages that covers your region for example, the Wellington local calling area includes the Kapiti local calling area. You can ring any person who resides or works locally, regardless of what landline network they are connected to. Residential customers are not charged for making a local call. National calls National calls are those made to numbers, within New Zealand, that fall outside of your local calling area. You can ring any person who resides, or works in New Zealand, regardless of what landline network they are connected to. Calls are rounded up to the nearest minute. How to make a national call 1 Obtain the number of the person you wish to ring (for National Directory Assistance, dial 018). 2 Find the area code for the person by looking it up alphabetically under the Area codes section in the White Pages. 3 Dial the numbers in this order: Area code + Local number For example, to call Auckland Area code = 09 Local number = If your call is answered by an answering machine, call minder, fax machine or modem, you will still be charged for the call because a connection has been made. International calls International calls are those calls made to numbers outside of New Zealand. You can ring any other phone, anywhere else in the world. Calls are rounded up to the nearest minute. How to make an international call 1 Obtain the number of the person you wish to ring (for International Directory Assistance, dial 0172). 2 Find the country and area codes for the person by looking them up alphabetically under the International country and area codes section in the White Pages. 3 Dial the numbers in this order: Country code + Area code + Local telephone number For example, to call Manchester, England Country code = 0044, Area code = 161, Local number = If your call is answered by an answering machine, call minder, fax machine or modem, you will still be charged for the call because a connection has been made. Calls to mobile phones and pagers With HomePlan, you can call any pager on a New Zealand network, or mobile phones throughout the world. Calls are rounded up to the nearest minute. How to make a national call to a mobile phone 1 Obtain the number of the person you wish to ring (some mobile phone numbers are listed with National Directory Assistance dial 018). 2 Dial the number. How to make an international call to a New Zealand mobile phone 1 Obtain the number of the person you wish to ring. 2 Dial the numbers in this order: Network number + Mobile number For example, to call : Network number = 027 Mobile number = How to make an international call to a non-new Zealand mobile phone 1 Obtain the number of the person you wish to ring. 2 Find the country code for the person by looking them up alphabetically under the International country and area codes section in the White Pages. 3 Dial the numbers in this order: Country code + Network number* + Mobile number * Remove the first 0 from the network number. For example, to call in Australia: Country code = 0061 Network number = 41 Mobile number = Calling NZ direct from overseas NZ Direct lets you make calls to New Zealand, or around the world, without using a foreign operator. You can charge the call to a credit card, or call collect (for calls to New Zealand only). A card with the NZ Direct access number is available from your local travel agent. This service is provided on Vodafone s behalf by Telecom. Vodafone will pass on the cost of the service and related call charges. Inmarsat service The Inmarsat service provides telephone communications with ships at sea or mobile terminals on land. You will need to know the Inmarsat mobile number of the ship or land terminal, plus the name of the ocean it s in. The ocean region codes are listed in the International country and area codes section in the White Pages. Page 2 Page 3

4 How to make a call (Cont.) How to make an Inmarsat call 1 Obtain the Inmarsat mobile number of the ship or land terminal, plus the name of the ocean it is in. 2 Find the Ocean code by looking under Inmarsat service in the International country and area codes section of the White Pages. Dial the numbers in this order: 00 + Ocean region code + Inmarsat mobile number Sending a fax With HomePlan, you can send a fax in the same method you make a voice call. Call rates are charged at the same rate as a voice call. Making a credit card call 1 Ring the number below that corresponds to your call type: National calls 010 International calls Inform the operator that you are making a credit card call. 3 Give your name, your card number, card expiry date and the number you want to call. This service is provided on Vodafone s behalf by Telecom. Charges relating to this service will be charged to your credit card account directly by Telecom. Making a collect call 1 Dial the number below corresponding to your call type National calls 010 International calls Inform the operator that you are making a collect call. 3 The operator will call the number, and the receiving person must agree to accept the charges before your call will be connected. This service is provided on Vodafone s behalf by Telecom. Vodafone will pass on the cost of this service. Toll bars To prevent chargeable calls being made from your phone, you can have one of the following Toll Bars activated on your phone Toll bar This allows you to prevent 0900 calls being made from your home phone. 2 Full Toll bar This prevents all chargeable calls being made from your home phone. Contact customer services on for details. Message Mailbox If you are on the phone, busy or out and about, all your messages can be accessed from a single mailbox. Easy. You can listen to your messages at any time, from almost any touch-tone phone in New Zealand. Please contact us on TollFree if you require assistance. A service that works really well alongside Message Mailbox to manage your incoming calls is Call Queue. When you re on the phone, Call Queue notifies you of an incoming call. You can either answer the call or let Message Mailbox take a message for you. Message Mailbox user guide Before you set up Message Mailbox Message Mailbox will take messages for you as soon as it is connected. If you don t answer the phone, your caller will hear your personalised message or the following greeting: You have reached the mailbox of (your phone number). Please leave a detailed message after the tone. You can record a message for the phone number connected to Message Mailbox. An interrupted dial tone (a series of fast beeps) when you pick up the phone means you have a new message. (Ignore this until you have set up your Message Mailbox). Some general points about Message Mailbox: Your mailbox is where your messages are kept Your mailbox number is your area code minus the initial zero followed by your telephone number Your PIN is the personal identification number selected by you (see below for details) You can store up to 40 messages at once and each message can be up to three minutes long Voice prompts and help guide you when using your mailbox. Listen to the prompts and follow the instructions. You can press 0 for help at any time The Telecom Message Exchange is where your mailbox lives. To open your mailbox for the first time From your telephone 1 Dial Enter your area code without the zero and your home telephone number i.e (this is your temporary PIN) 3 Enter the starter PIN (which is 1234) 4 Enter a new PIN and decide whether to have PIN protected access (this PIN will apply to both your home and mobile phones) 5 Set up Pager Notification (this is optional) 6 Press # - you are now at the main menu 7 Follow the voice prompts to set up your mailbox Page 4 Page 5

5 Message Mailbox (Cont.) From your Telecom mobile phone 1 Dial 0 0 Press Send/YES/OK button on your mobile phone 2 Set up a PIN and decide whether to have PIN protected access (this PIN will apply to both your mobile and home phones unless you have requested a different PIN for each phone) 3 Set up Pager Notification (this is optional) From a non-telecom mobile phone 1 Dial (then press if that phone also has Message Mailbox). You will hear the message Thank you for calling the Telecom Message Exchange, please enter your mailbox number. 2 Enter your mailbox number (see general points about Message Mailbox - page 5) 3 Press 4 Enter the last four digits of your home telephone number (this is your temporary PIN). You are now at the main menu 5 Follow the voice prompts to set up your mailbox To record your greeting You need to record a greeting. This is the greeting callers will hear when you can t answer the phone. You have up to 2 minutes for your greeting and can choose our standard greeting or record your own. 2 Press 1 for greeting options 3 Press 1 again to record your own personal greeting, or 4 Press 2 to select the standard greeting 5 Follow the voice prompts To choose your PIN You can change your PIN at any time. It must be between four and ten digits and can t start with 0 or be the last four digits of your phone number. 2 Press 2 to change your PIN 3 Press 2 again 4 Follow the voice prompts To record your mailbox name This is the name you hear when you access your mailbox. Remember to name your mailbox. 2 Press 1 for greetings 3 Press 3 to record your mailbox name 4 Follow the voice prompts To set the number of rings Depending on the type of phone you have you may be able to choose the number of times your home phone will ring (between 0 and 9 rings) before Message Mailbox answers. If you choose 0, you won t hear the phone ring, callers will be immediately diverted to your Message Mailbox. If you have been assigned an 832 xx-xxx mailbox number, you cannot change the number of rings through your mailbox main menu. If you have set up your own Phone Divert, and you have selected Phone Divert if not answered, Message Mailbox will answer your call after 10 seconds. Set the number of rings (between 0 and 9) before Message Mailbox answers. The service will answer after four rings if you don t change the setting. 2 Press 3 again for ringing options 3 Press 1 to choose the number of rings 4 Follow the voice prompts To listen to your messages If there is a new message in your mailbox, you ll hear an interrupted dial tone (a series of fast beeps) when you pick up the phone. You can check your messages from any phone. From your telephone 1 Dial Enter your PIN ( if prompted) 3 Press 1 to listen to your messages From another telephone (including any mobile) 1 Dial the phone number that the message mailbox is attached to (e.g ) 2 Wait for the message to begin, then press 3 Enter your PIN number 4 Press 1 to listen to your messages Page 6 Page 7

6 Message Mailbox (Cont.) While listening to your messages you can: Press 0 to get help Press 1 to repeat the message Press 2 to save the message Press 3 to delete the message Press 6 to scan your messages Press 7 to rewind the message back 10 seconds Press 8 to pause the message (press 8 again to restart) Press 9 to forward the message 10 seconds or skip the date and time before a message Press 1 1 to find out when the message was received. Your message will continue to play from where it was interrupted Press to skip to the next message Press to go back to the main menu Press or END to exit your mailbox Deleting by mistake If you delete a message by mistake - don t hang up. Press the key to go back to the main menu and press 1 to listen to your messages again. The message you deleted will be played last. You can then choose to listen to it again, save or delete it. Once you ve hung up, you won t be able to retrieve any messages you ve deleted. What do I do if I get stuck? Press the key if you want to go back a step, or if you press the wrong number. Message Mailbox will repeat the instructions. If there s something you don t understand press 0 for help and Message Mailbox will explain what you need to do. Saving messages Messages can be saved for 20 days each time you open and resave them. Your mailbox can hold up to a total of 40 three-minute messages (both new and saved messages). You will need to make sure you clear your messages regularly, so callers don t find your mailbox is full. To access your Message Mailbox from overseas You can check your messages anytime from almost any touchtone phone, anywhere in the world. International call rates apply. 1 Dial the International access code of the country you are calling from 2 Dial Dial wait for the greeting Note: in some countries you may need to dial Enter your mailbox number (your area code - without the zero - followed by your home phone number, e.g ) 5 Press # 6 Enter your PIN 7 Press # - you are now at the main menu and can listen to your messages To leave a message in your own mailbox 1 Dial from your phone 2 Leave a message, then hang up To turn Message Mailbox off If you re expecting an important call on your home phone or if you know you won t be able to get to your home phone in time you might decide to turn Message Mailbox off. If you turn Message Mailbox off, your home phone will keep ringing until you answer it, or until your caller hangs up. If you don t want Message Mailbox to answer your calls at all: 2 Press 3 again for ringing options 3 Press 1 for number of rings 4 Press # to turn Message Mailbox off To turn Message Mailbox back on, from the main menu 2 Press 3 for ringing options 3 Press 1 prior to entering the number of rings to turn Message Mailbox on. 4 Enter the number of rings (between 0 and 9) Page 8 Page 9

7 Message Mailbox (Cont.) What happens to my calls if I m using the internet? If you are on a broadband internet connection There will be no effect on your phone calls. If you are on a dial up internet connection Message Mailbox will take messages when you are using the Internet and send a text message to your 027 mobile phone if you have set up Message Alert. Or, if you have set up Call Forward, the caller has the option to press 0 and be forwarded to your mobile so you can continue to receive calls while you use the Internet. Remember to check for messages when you disconnect. What happens if I forget my mailbox number or PIN? Your mailbox is always your area code minus the zero at the beginning, followed by your home number. For example, if your home phone number is your mailbox number is If you forget your PIN you can call us on Added Message Mailbox features (Call Forward* and Message Alert) You can set Call Forward so callers can press 0 to forward their call to an alternative number of your choice. If you set up Call Forward, when a caller reaches your Message Mailbox voic , they can press 0 to forward their call to an alternative number of your choice. You can change the number, or turn this feature on and off to suit your needs. How it works 2 Press 3 for Call Forward to another number 3 Press 4 to set up Call Forward to another number 4 Follow the voice prompts The first time you enter this menu you will be prompted to enter the number you want to forward calls to. The number must begin with a zero, and include the area or mobile network code, for example , or After confirming the number, Call Forwarding is turned on. You may return to the menu at any time to change the Call Forward number programmed in, or turn Call Forward on or off. When the menu is accessed, the last entered Call Forward number is announced to you. You can choose to accept the number (turns on Call Forward with that number), change the number, or turn the Call Forward option off. * Not compatible with Toll Call Control. Things you should know Some people may not be able to access and set up this feature on Message Mailbox. If you are not able to access the Call Forward option in your mailbox menu, ring and ask about our latest Message Mailbox with a full range of features. Calls cannot be forwarded to an international number. Setting Message Mailbox to send a message to your Telecom mobile or pager You choose the times you want Message Mailbox to send you a Message Alert by setting up an alert timetable for the week and weekend. For example, you might want Message Mailbox to alert you to new messages from 8am to 6pm during the week and from 12pm to 5pm during the weekend. How it works 2 Press 3 again for notification options 3 Press 2 to set up message waiting notification to a 027 text-capable mobile or a pager 4 Follow the voice prompts When you receive a new message: 1 A text message displays how many new messages you have and notes any that are urgent 2 Tone pagers beep 3 Numeric pagers display your phone number 4 Alphanumeric pagers display your phone number and how many new messages you have received 5 Minicall pagers display and your phone number. Page 10 Page 11

8 Call Queue Call Queue notifies you of incoming calls when you are on the phone, allowing you to switch back and forth between the two. It also means that incoming callers will never get a busy signal (unless you get more than two incoming calls at once). How Call Queue works If you re on the phone and another caller phones in, you ll hear four short beeps. Switch from one call to the other simply by pressing the recall button. Call Queue is available in most areas. All you need is a touchtone phone. It also works with the Second Phone Number feature. Call Queue is easy to use: 1 Four beeps tell you someone s calling you when you re on another call. However, you have longer than this to answer the second call. The second caller hears a normal ringing tone (and will usually keep holding for six to eight rings). 2 Excuse yourself from the first caller, or if you are finished, hang up. 3 To answer the second call, press the flash or recall button on your phone. 4 To return to the first caller, simply press the flash or recall button again and you will be able to continue your original conversation. If you use the flash or recall button on your phone to move between calls you won t lose a caller by mistake. How to suspend Call Queue You can suspend Call Queue if, say, you need to make an important call where you don t want to be interrupted, or you re about to use the Internet. 1 Before you make your call or connect to the Internet, lift the handset and dial Then dial your call or connect to the Internet. 3 When you complete your call, Call Queue is automatically reactivated. Call Queue with other services Call Queue works really well with Message Mailbox. You can decide whether to accept the second call or let it go through to Message Mailbox to take a message. If you have a fax operating on the same number, we suggest using our Second Phone Number or Phone and Fax Line services, so that you never miss important faxes. Page 12 Phone Divert Ensure you receive your calls wherever you happen to be. With Phone Divert simply programme your home phone to send calls to your mobile or another number. How Phone Divert works Diverting your phone is as simple as dialling three numbers. You can programme in up to nine telephone numbers where you regularly divert calls. Choose one of these four options to manage your calls: Immediate Phone Divert All calls are diverted straight through to the number you ve chosen. Diversion if not answered The call rings at your home or home business phone. If you don t answer it after 4 rings (9 sec), a recorded message advises your caller the call is being diverted to another number. This gives you a chance to answer the call if you are at home. Diversion if busy Calls are only diverted if the line is engaged. Phone Divert with a Second Phone Number If you have a Second Phone Number on your home line, calls can be received on your second number while calls to your main number are redirected. Phone Divert Remote With Phone Divert Remote there s no need to worry about activating your Phone Divert service before you leave home. Wherever you are in the country you can activate Phone Divert simply by doing the following: 1 Lift the handset and wait for the confirmation tone 2 Dial Enter your area code 4 Enter your phone number (i.e. the number of the phone you are diverting calls from) 5 Enter your PIN 6 Follow the prompts (i.e. press 1 to access call diversion) If you are calling from overseas, dial the international access code of the country you are calling from. Dial , (in some countries dial ), then follow normal Phone Divert steps. Standard calling charges apply if you divert your calls to a mobile phone or to another phone outside your local calling area including international calling areas. These charges are payable by the call diverter, not the caller. Remote Divert can be accessed from most touch tone phones. Not all Phone Divert options are available in all areas. Page 13

9 Phone Divert (Cont.) To programme each number you want your calls diverted to: 2 Dial followed by a code number between 161 and Dial the number to which calls are to be diverted, including area code if the number is outside your local calling area (eg ), then press NB: You cannot programme a number that has more than 14 digits. 4 Wait for the confirmation tone (long-short-long) 5 Hang up To use Phone Divert: 2 Dial the code which corresponds to the number you wish to divert your calls to (eg. You would dial 163 if you wished to divert your calls to ) 3 Wait for the confirmation tone (long-short-long) 4 Hang up If you wish to test the number you ve diverting your calls to: 2 Dial the pre-programmed code number 3 The call will automatically go through to the pre-programmed number. To cancel Phone Divert: 2 Dial Wait for the confirmation tone (long-short-long) 4 Hang up You can still make outgoing calls from your phone when Phone Divert is in use, but the dial tone is different (long-short-long). This reminds you that incoming calls are still being diverted. Three Party Calling Three Party Calling allows people in three different locations in NZ or across the world to join in on the same phone call. How does it work? With the press of a button, people in three different locations can share the one phone call. You, as the primary party, dial in the other two parties. When you hang up, the call ends for all three parties. You will also be charged the cost of calling the two other parties (at local, national, home to mobile or international rates as per your HomePlan calling charges). Three Party Calling requires a touch-tone phone and is available in most areas. To connect a Three Party Call 1 Dial the second location - wait for them to answer. 2 Press the recall or flash button on your phone - you ll hear the engaged tone and then the normal dial tone. 3 Dial the third location - when they answer you may talk privately before you press the recall or flash button to connect all three locations. 4 If the third location doesn t reply or is engaged, press the recall or flash button twice to go back to the original call. To disconnect a Three Party Call 1 Simply hang up or ask one of the locations to hang up if their part of the call is finished. To disconnect the third location while keeping the original call going 1 Press the recall or flash button briefly. Page 14 Page 15

10 Toll Call Control Prevent calls being made outside your local calling area or to mobile phones or 0900 services with Toll Call Control. How Toll Call Control works Chargeable calls cannot be made from your phone when Toll Call Control is activated. To make a chargeable call, simply turn Toll Call Control off by entering a four-digit code and PIN. Turn Toll Call Control on again when you ve finished. Toll Call Control is available in most areas. All you need is a touchtone phone. Toll Call Control is activated in the off position. To turn it on, follow these simple steps: 2 Dial followed by your four digit PIN 3 Wait for the confirmation tone (long-short-long) 4 Hang up To turn Toll Call Control off so you can make a chargeable call: 2 Dial followed by your four digit PIN 3 Wait for the confirmation tone (long-short-long) 4 Hang up 5 Lift the handset and dial the chargeable number 6 Turn Toll Call Control on again when you have finished your chargeable call. Things you should know 1 Toll Call Control does not prevent incoming collect or transfer charge calls. You will still be able to make calls to 111 emergency services, service numbers and other free to call services. This feature comes with five options: Standard - with or without directory assistance, or just blocking international calls - with or without assistance and private payphone calls. You cannot use this service in conjunction with Full Toll Bar. Auto Dial Auto Dial is a service that automatically dials a pre-determined number when the handset is removed from the phone for longer than eight seconds. How does it work? With Auto Dial all you have to do is remove the handset from the phone and after eight seconds, a pre-determined number will automatically be dialled. The number could be an emergency number, a relative, neighbour or a close friend. Auto Dial is a great service for the sick, elderly, people with poor memory, those living alone or even those with very young children who can t yet remember phone numbers. How to get the Auto Dial service Select a neighbour, relative or friend who agrees to receive your Auto Dial directed calls. We will programme their number to your line as your Auto Dial service. How to activate your Auto Dial Should you wish to activate your Auto Dial, all you need to do is remove the telephone handset and, within eight seconds, your friend s or neighbour s phone will be automatically dialled for you. Normal local, national, mobile or international call charges will apply. Note: remember, when you re making normal calls that you need to dial out within eight seconds of removing the handset to ensure the Auto Dial service is not accidentally activated. Page 16 Page 17

11 Terms and conditions We require 30 days notice of cancellation of HomePlan features. This means the usual charges will continue to apply for 30 days after the date you cancel your service, even if it is disconnected within that period. HomePlan features do not incur installation charges (except Full Toll Bar), but availability of these services are subject to the capability of the customer s local exchange. All features require the use of a touchtone phone. Some HomePlan features cannot be used in conjunction with other HomePlan features. The customer who has the service, not the caller, pays any calling charges resulting from call redirections. HomePlan features may be charged in slightly different periods to line rental and other services. HomePlan is available to residential customers only. HomePlan is not available in all areas or in Vodafone cabled areas. Residential terms and conditions apply. If you move house, stored information on your HomePlan features (e.g. speed dial numbers, personalised greetings and messages on Message Mailbox) may be lost. See back of HomePlan brochure for HomePlan terms and conditions. Residential Customer Care Phone TollFree Fax TollFree Freepost Vodafone New Zealand Limited, Freepost 4768, Private Bag 92143, Auckland vodafone.co.nz VTCR057 03/13

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