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PerfectPack(SM) USER GUIDE

Last Updated 12/25/2013 1:17:51 AM

PerfectPackSM USER GUIDE

Thank you for selecting PerfectPack.

We’re happy you’ve chosen Hawaiian Telcom to answer your communications needs and we’ll do everything we can to continue earning your loyalty. In addition to exceptional local and long distance phone service, we also offer high-speed Internet and a variety of wireless calling plans. All of our products and services are designed with one, primary purpose: to give you more choice and more control over the way you communicate.

About your Hawaiian Telcom PerfectPack

Operating cost-efficiently. Achieving greater productivity. Creating a responsive customer service network. PerfectPack can be helpful to your business, no matter what working smart means to you.

With PerfectPack, you get a wide range of services that not only address your communications needs. These services also help you achieve your business objectives. These services are flexible, practical, and easy to use.

Put PerfectPack to work on behalf of your company and discover how simple and affordable an effective communications solution can be.

For more information, consult this guide or visit us online at hawaiiantel.com.

PerfectPack Calling Plans

PerfectPack offers you flexibility by giving you three affordable plans from which to choose:

PerfectPack Basic: Call Waiting/Cancel Call Waiting, Caller ID with Name and Number, Three-Way Calling and either Enhanced Call Forwarding or Select Call Forwarding.

PerfectPack Complete: Call Forwarding Variable, Call Waiting/Cancel Call Waiting, Caller ID with Name and Number and Three-Way Calling.

PerfectPack Deluxe: Automatic Call Return (*69), Call Forwarding Variable, Call Waiting/Cancel Call Waiting, Caller ID with Name and Number, Distinctive Ring and Three-Way Calling.

NOTES:

  1. Your PerfectPack has been customized to meet your business needs. Therefore, it may not include all the PerfectPack services described in this guide.
  2. Some of the calling services described in this guide may not be available in your area. To determine availability, please call the Business Solutions Center at 643-4411.

Automatic Call Return *69

*69 automatically stores and allows you to redial the number of the last person who called you. This feature works on calls from numbers within your regional calling area and can be used whether or not you answered the call1. Should you return the call and the number is busy, *69 monitors the busy line and tries to connect your call for up to 30 minutes, as long as you don’t cancel it. In most cases, your phone will ring with a series of short-short-long rings when the number is no longer busy.

To use this service:

  • Lift the receiver.
  • Listen for dial tone. 
  • Press [*] [6] [9]
  • You will hear the number that just called you ringing.

If the line is busy:

  • Listen for confirmation tone. 
  • Hang up. 
  • When the line is free your phone will ring.

To cancel this service:

  • Lift the receiver. 
  • Listen for dial tone. 
  • Press [*] [8] [9]
  • Listen for confirmation tone.

Call Forwarding Services

Call Forwarding Variable

With Call Forwarding Variable, you can forward all incoming calls to a pre-determined phone number. You have the flexibility to select your own forward-to number, to change it whenever you like, and to turn the feature on or off whenever necessary from your phone1. Upon activation, it overrides any other Call Forwarding features that you may have on line and provides you with the mobility to be productive after hours and when you’re away from the office.

To use this service:

  • On phones with touch-tone service, press [*] [7] [2]. On rotary phones, dial (7) (2)
  • Listen for a dial tone, then dial the number where you want your calls to go. (In some areas, you will hear two beeps.) 
  • When the party picks up, Call Forwarding is in effect. (Be sure to say that you are forwarding your calls to their number.) Your calls will continue to be forwarded until you turn off Call Forwarding. 
  • If the line is busy or there is no answer, briefly press the switchhook, recall button or flash key and call again within two minutes. Listen for two short beeps.

To confirm that Call Forwarding is turned on:

  • On phones with touch-tone service, press [*] [7] [2]. On rotary phones, dial (7) (2)
  • Listen for two short beeps.

To turn off Call Forwarding:

  • On phones with touch-tone service, press [*] [7] [3]. On rotary phones, dial (7) (3).
  • Listen for two short beeps.

NOTES:

  1. When Call Forwarding is on, you can still make outgoing calls on your business line.
  2. You cannot answer a call on your business line when Call Forwarding is on. However, a short reminder tone will signal you that a call has been forwarded.
  3. If a forwarded call is completed and is a toll call, you will be charged for that call.

Enhanced Call Forwarding

While using Enhanced Call Forwarding, certain buttons always have the same standard function:

  • Press [8] to jump to the Main Menu.
  • Press [9] to hear a menu again.
  • Press [0] to hear help information.
  • Press [*] to return to the previous menu.
  • If you’re entering a string of digits (a phone number or a time) and make a mistake, press [*] to clear the entry so you can start over again.
  • After entering a string of digits, press [#] to end the string.

NOTES:

  1. Once you become familiar with Enhanced Call Forwarding, you may “dial ahead” by entering a string of digits during the prompt. 
  2. Some of the changes you make will be registered right away. Other changes may require that you confirm or complete your entries before they are registered.
  3. The help information you hear will apply to the options in the menu you are currently on. If you don’t hear help information that is relevant to what you want to do, press [*] to back up to a previous menu or press [8] to go to the Main Menu, then press [0] to hear additional help information.

Calling Enhanced Call Forwarding

From a touch-tone telephone:

  • Dial 1-877-482-4888.
  • Enter your 10-digit Enhanced Call Forwarding account number, then press [#].
  • Enter your Hawaiian Telcom-provided temporary PIN, then press [#].

NOTE: The first time you access the system, the PIN is 999999 (six nines). You will then need to change your PIN.

To change your PIN:

From the Main Menu:

  • Press [2] to go to the Administrative Menu.
  • Press [2] to select your PIN.

Protect your PIN

You can keep your PIN secure and private by choosing a 6- to 10-digit number that is easy to remember and difficult for others to guess.

You can change your PIN immediately after subscribing to Enhanced Call Forwarding or if you learn from callers that they were connected to another party when trying to reach you.

Your phone bill should be checked each month so that you can be sure the calls listed are yours.

Enhanced Call Forwarding Main Menu Options

The Main Menu is the gateway to Enhanced Call Forwarding. To go to the Main Menu at any point while using Enhanced Call Forwarding, press [8].

From the Main Menu:

  • Press [1] to go to the Forwarding Menu.
  • Press [2] to go to the Administrative Menu.
    • In the Administrative Menu, you can choose to set up, review or change your speed numbers or PIN.
  • Press [3] to hear your current status. The current status prompt will tell you:
    • Which Forwarding Option is currently in effect.
    • If you’ve set a time limit for your Forwarding Option, you’ll hear when the time limit expires and how your calls will then be forwarded.

Forwarding Menu

The Forwarding Menu allows you to choose how your calls are forwarded. This is the first menu you hear once you’ve signed on to Enhanced Call Forwarding, so you can easily enter new information and then hang up if you have no other changes.

To go to the Forwarding Menu at any other time:

From the Main Menu:

  • Press [1] to go to the Forwarding Menu.

Forwarding Menu Options:

  • Forward your calls to any telephone number you enter.
  • Forward your calls to a speed number by pressing [1], [2] or [3].
  • Forward your calls to the default number that was set when you signed up for Enhanced Call Forwarding by pressing [#].
  • If you do not want to select a Forwarding Option, go to the Main Menu by pressing [8].

Default Number

If you requested that Enhanced Call Forwarding be activated on your existing number, that is your default number.

If you subscribe to Enhanced Call Forwarding Personal Number service, you have designated a default number. Press [0] if you would like to review your default number.

NOTE: System response will be faster in the Forwarding Menu if you press [#] after your number selection.

Setting a Time Limit

You can set a time limit for any Forwarding Option. Then, after the limit expires, your calls are forwarded to the previously selected option.

To set your time limit to expire on the present day, just enter the end time as a 3- or 4-digit number and then press [#] (e.g., enter 8:00 as [8] [0] [0] [#]). Once you’ve entered the time, you’ll be asked if it’s AM or PM (you cannot use military or 24-hour time).

If you want your time limit to expire on a later day, press [1] [#] until you get to the day you want. Then enter the end time. The time limit can end up to 7 days from the present day.

NOTE: To change a Forwarding Option without setting a time limit, press [8] to skip the time limit option and proceed to the Main Menu.

Speed Numbers for Enhanced Call Forwarding

With speed numbers, Enhanced Call Forwarding makes it easy to forward calls to the three phone numbers you use most often. Once you’ve entered these numbers as speed numbers, you can forward your calls to them by entering [1], [2], or [3] and then [#], depending on which speed number you wish to use.

To set up, review or change your speed numbers:

From the Main Menu:

  • Press [2] to go to the Administrative Menu. 
  • Press [1] to select speed numbers.

You may forward your calls to a speed number in this part of Enhanced Call Forwarding or from the Forwarding Menu. Press [1] from the Main Menu to go to the Forwarding Menu.

Your speed number options:

  • Assign telephone numbers to the three speed numbers.
  • Review or change the telephone numbers you previously assigned.
  • Forward your calls to a speed number.

Select Call Forwarding

With Select Call Forwarding, you can choose which calls you want forwarded when you’re out of the office or away from home. Only calls from numbers on your list will be forwarded1.

1Forwarded calls are subject to local, regional toll or long distance charges, as applicable.

To turn on/off:

  • Lift the handset and listen for dial tone.
  • Press  [*] [6] [3]
  • Listen to the voice recording for instructions on how to turn your Select Call Forwarding service “on” and “off” and how to change or review your Select Call Forwarding list. The phone numbers you enter on your Select Call Forwarding list will be repeated to you.

To update your list:

  • Press  [*] [6] [3] and follow the voice-recorded instructions.
  • If your list is full, you must delete one number before you can add another.

When you receive a call with Select Call Forwarding activated, the number to which you have forwarded your calls will ring normally.

You cannot answer a forwarded call at your office telephone, but you will hear one short ring to remind you that the call is being forwarded.

NOTES:

  1. You can store up to 12 phone numbers from within your regional calling area on the Select Call Forwarding list.
  2. Calls from numbers not on your Select Call Forwarding list will ring your telephone with normal ringing and can be answered.
  3. If you also have Call Forwarding, and it is on, calls from numbers not on your Select Call Forwarding list will forward to the number you have chosen as the Call Forwarding destination.
  4. In some areas, to turn Select Call Forwarding off you will have to press [*] [8] [3]. Consult your Hawaiian Telcom Representative to see if this applies to you.

Call Waiting/Cancel Call Waiting

Call Waiting

When you’re on the line, Call Waiting alerts you to incoming calls with an audible tone. You can then choose to place your current call on hold or disregard the incoming call. The person calling you receives a ringing tone instead of a busy tone. You can use Call Waiting to maximize efficiency and enhance customer service by ensuring fast response to important inquiries.

To use this service:

  • A special tone will tell you that another caller is trying to reach you.
  • To put your current call on hold while you answer a second call, briefly press the switchhook, recall button or flash key. You can switch between callers as often as you like.
  • If you don’t wish to answer the second call, just continue talking. A reminder tone will signal you — ten seconds after the first tone — giving you another chance to answer.
  • To end your first call, just hang up. Your phone will ring and the second caller will be on the line.

NOTES:

  1. Each call is separate and private. No caller can overhear the other caller’s conversation.
  2. When you choose not to answer a second incoming call, the caller hears the standard telephone ring until they hang up.
  3. Pressing the switchhook for too long may disconnect your first call connection. Pressing it too quickly may not activate Call Waiting. If this happens, simply press the switchhook again.
  4. If the first person hangs up, you will automatically be connected to the second person within two seconds.
  5. Call Waiting allows you to have two people on your line at the same time (one on hold and one to whom you are talking). A third caller will hear a busy signal.

Cancel Call Waiting (Tone Block)

Cancel Call Waiting allows you to temporarily deactivate Call Waiting when you don’t want to be interrupted during an important call. Cancel Call Waiting can be activated before you place a call or at any point during a conversation. Call Waiting automatically reactivates when you hang up.

To activate Cancel Call Waiting before placing a call:

  • Lift the handset and listen for dial tone.
  • Press [*] [7] [0].
  • Listen for three brief tones, followed by a normal dial tone.
  • Dial the telephone number.

To activate Cancel Call Waiting during a call:

  • Press and release the switchhook.
  • Press [*] [7] [0]. You will reconnect automatically to your call.

NOTES:

  1. Cancel Call Waiting works only for the length of one call. When you hang up, Call Waiting returns automatically to your phone.
  2. In some areas you can only use Cancel Call Waiting before placing a call. If you try to use Cancel Call Waiting during a call, you will hear a rapid busy signal.

Caller ID

Together with compatible display telephones or a separate, Caller ID display box, Caller ID allows you to see the listed name and the number of an incoming call before you answer. This convenient feature can enhance customer service by encouraging personal greetings and allowing you to access pertinent information before you pick up the phone. The service can also be used to prioritize and screen calls when you’re expecting other important calls. Not all Caller ID display devices are the same in design, features, and the amount of information they can retain. Caller ID will display information between the first and second rings for most calls, including long distance. Nevertheless, some calls may be described as “Out-of-Area” or as “Private Number” and the information will not be displayed.

Caller ID is also compatible with personal computers. In other words, with optional software, you can view caller information on your computer screen.

To use this service:

  • After installing your display unit, you’ll see either the number of the incoming call, or the number and the name of the calling party as they appear in Hawaiian Telcom customer listing records for the calling telephone number. Most units store this information — so if a call comes in while you’re out, you can see the name and number later.

Special instructions for Caller ID:

  • When you’re on the phone, Caller ID shows you the number of the “waiting” call and the name of the calling party. You can then choose whether or not to use Call Waiting

Privacy information:

  • By dialing  [*] [6] [7] (on rotary phones dial, (1) (1) (6) (7)), callers can prevent their numbers from being displayed. With many display units, you’ll see a “Private” or “P” message. See the manufacturer’s instructions for information on display messages.
  • Caller ID will display names and numbers of most calls, including long distance. Some calls may be shown as “Out-of-Area” and the number will not be displayed. See the manufacturer’s instructions for information on display messages.

NOTES:

  1. The display unit must hear one ring before it can receive a number to display.
  2. Certain telephone numbers displayed by Caller ID with Name and Number cannot be called because they are not designed to accept incoming calls. One example is Wide Area Telephone Service (WATS) numbers.

Distinctive Ringing

Distinctive Ringing gives you two numbers for a single phone line, each with its own special ring, so you can more easily prioritize your calls. For example, you can assign one number to clients, and the other to vendors.

At no extra cost, you can list an additional name with your Distinctive Ringing number in your local directory.

Distinctive Ringing is compatible with all calling services except Enhanced Call Forwarding.

To use this service:

  • Calls placed to the primary number will ring in the usual way (one long ring).
  • Calls placed to the secondary Distinctive Ring number will ring with two short rings.
  • The person calling you will hear the usual long ring when placing calls to either the primary or secondary Distinctive Ring number.

Special interactions:

If you subscribe to Call Waiting, you will have Call Waiting on both telephone numbers. You can tell which number the call is for by the number of tones you hear during the call:

  • If the caller dials your primary number, you will hear the normal Call Waiting tone. The caller hears normal ringing until you answer the call.
  • If the caller dials your secondary Distinctive Ring number, you will hear two Call Waiting tones. The caller hears normal ringing until you answer the call.

NOTE: Call Waiting tones for Priority Call and Distinctive Ring are identical.

Three-Way Calling

With Three-Way Calling, you can add a third party to your calls to create a three-way conference. In this way, you can save time and money and improve efficiency by talking to more than one party, either locally or long-distance.

To use this service:

  • To add a third person to an ordinary “two-way” call, briefly press the switchhook, recall button or flash key. This will put the call on hold.
  • Listen for three short tones and then a dial tone.
  • Dial the number for the person you want to add to your call.
  • When the person answers, you can speak privately first, or simply bring them into the conversation by briefly pressing the switchhook, recall button or flash key.
  • If the line is busy or there is no answer, return to the original party by pressing the switchhook, recall button or flash key twice. You can then use Three-Way Calling again at any point during your call. Just follow the instructions above.

To disconnect:

  • Either person you’re talking to can leave the conversation by hanging up. You will still be connected to the remaining person.
  • You can disconnect the second number you called by pressing the switchhook, recall button or flash key. If you want, you can then call a new number.
  • To end the call completely, simply hang up.

NOTES:

  1. Only three telephone numbers can be connected on one conference call. However, you can use telephone extensions to allow more people to participate in the call.
  2. If more than one extension is in use at the number that initiated the call, all but one must hang up if you wish to disconnect a number or dial a new number.
  3. Pressing the switchhook for too long may disconnect your first call connection. Pressing it too quickly may not activate Three-Way Calling. If this happens, simply press the switchhook again.
  4. You may use Three-Way Calling to add another person, no matter who placed the first call. However, if you hang up, the other two people will disconnect.
  5. Call Waiting does not work during a Three-Way Call.
  6. After using Three-Way Calling, you should wait at least four seconds before making another call.
  7. When the three-way call includes long distance, you pay only for the call(s) you make.
  8. Three-Way Calling is offered on a pay-per-use basis in some areas for 75¢ per use.

Complementary Services

Combining Hawaiian Telcom services often makes them even more valuable to your business. There are many additional services you can add to your PerfectPack Plan to increase its utility. Like PerfectPack, they’re also affordable, accessible, and easy to use.

Recommended Services:

  • A Hawaiian Telcom Additional Line helps you respond to callers more quickly by reducing or eliminating busy signals. Using your Additional Line as a dedicated fax or modem connection also ensures that your voice line isn’t busy during extended data transmissions.
  • Hawaiian Telcom Voicemail takes messages whenever you can’t answer a call and even when you’re on the line. You’re then able to retrieve messages from your regular business phone or from any remote location.