Optus DirectLine Optus Businessnet Premier Analogue Voice Service
About Optus DirectLine
Optus DirectLine is part of the Optus BusinessNet Premier product family, connecting you directly to Optus’ advanced network and providing a complete voice telecommunications solution.
Direct connection to Optus’ network provides your business with extra benefits such as:
Competitive rates, particularly for calls between directly connected sites.
A service you can depend on, with Optus’ advanced digital network and 24 x 7 support.
A wide range of features, to optimise the handling of incoming and outgoing calls.
Disaster recovery options.
The simplicity of dealing with a single telecommunications carrier.
Optus DirectLine is the analogue format of the Optus BusinessNet Premier and is available in most CBD, metropolitan and major regional locations. Optus BusinessNet Premier is also available in a digital format called Optus MultiLine
Optus DirectLine is an analogue telephone service designed for connection directly to telephone equipment (handsets, fax machines, modems) or through a compatible PBX or key system. Equipment to be connected to Optus DirectLine must conform to ACA (AUSTEL) standards TS002, TS004, and TS006.
Optus DirectLine can also be bundled with Optus’ Netaccess internet product to provide a complete telecommunications solution for smaller offices, using Optus Voice over DSL (VoDSL).
Local Number Portability allows you to move or ‘port’ your indial telephone numbers to Optus, so there is no need to change your contact numbers if you are changing carrier.
Optus DirectLine is supported 24 x 7 for fault management, and customer service and account management contacts are on hand to answer queries and provide assistance for your telecommunications business solutions. Optus DirectLine : Optus BusinessNet Premier Analogue Voice Service
Feature Summary
The table below summarises the features available with the Optus DirectLine service:
Feature Options / Details
Optus Operator Services* Dial 1234, 1225 or 1221
Directory services listing* Each Optus DirectLine number is listed
Battery backup* 2-4hrs
Malicious call tracing* Available on request
PABX and modem interworking* ACA (AUSTEL) standards TS002, TS004, and TS006
Hunt groups* DNH, DLH, MLH
Call forwarding* Call forward on busy, no answer or call forward all.
Call waiting* Allows answering of a second incoming call.
Short code dialling* Frequently dialled numbers can be saved as short codes
Conference calling* Conference calling between three parties
VoiceMail* Answers incoming calls and stores caller’s messages
Hotline working Provides an automatic connection between the Optus DirectLine and a predetermined destination number. The Optus DirectLine does not receive dial tone
Calling number display - outgoing The outgoing calling number for display at called parties may be selected as the Optus DirectLine service number, or may be suppressed
Calling number display - incoming The calling number of incoming calls may be displayed on compatible handsets/CPE
Call barring Calling to mobile, long distance, international and/or information services (1900) destinations may be barred at the Optus exchange
Charges and conditions may apply to some of the above features. For further information or to activate any of these features please contact your Optus Account Executive.
* Refer to further information in the Feature Details section below.
Feature Details
Optus Operator Services
National and International operator services are available 24 hours a day, 7 days a week, to help you keep in touch at any time:
Dial 1234 (call charges apply)
General assistance Call rates, time zones and area codes
Operator connections Reverse charge (collect) calls
Time and charge calls
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Dial 1225
International directory assistance Country and area codes
International time zones
Dial 1221
International fault reporting
1223
Telstra directory assistance
Directory and Emergency Services Listings
Optus will arrange a basic White Pages directory listing for each Optus DirectLine service number, unless you have specified the service to be a Silent Line. Any special listing requirements must be arranged by you directly with White Pages.
All service numbers and customer address details are also forwarded to the Integrated Public Number Database, in accordance with ACA regulations. This database is used by Emergency Services to identify the originating location of any 000 calls made from any telephone line.
Battery Backup
All Optus DirectLine services with network termination equipment at the customer site are provided with battery backup to ensure continuity of service is the case of site power outages, in accordance with the ACA/ACIF standard S002:2001. These battery backup units will provide two to four hours of backup.
Malicious Call Tracing
Malicious or unwelcome calls to any Optus DirectLine service may be reported to Optus Customer Service for investigation and appropriate Police action.
A Malicious Call Trace feature can be set up on your Optus DirectLine service if required, allowing you to activate an alarm signal to the exchange during an unwelcome call immediately identifying the call as being malicious. The Optus exchange records details of the unwelcome call, including A party number, and Optus can arrange for a letter to be sent to the originator of the unwelcome call or initiate further action.
PABX and Modem Interworking
Optus DirectLine services may be connected directly to telephone handsets, fax machines or modems, or may be connected via analogue PABX or Key Systems. Equipment to be connected to Optus DirectLine. must conform to ACA (AUSTEL) standard TS002, TS004, and TS006.
Achievable data rates for fax and modem transmission are:
Fax transmission: 14.4kbps
Analogue modems: 33kbps
Digital modems: 49kbps
For optimal performance modems and fax machines must be connected directly to the Optus DirectLine. Connection via a PABX will reduce the achievable data rates by 20-30%.
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Hunt groups
Hunt groups may be used on your Optus DirectLine services to distribute incoming calls across the lines. This feature will optimise the answering rate of your incoming calls, by overflowing incoming calls across a number of individual lines, or may be used with your PABX or Key System to maximise line utilisation for incoming calls.
Configuration of a hunt group is optional for Optus DirectLines, and if no hunt group is specified then all Optus DirectLine services will operate as independent telephone lines.
Available hunt group types are:
Directory Number Hunt (DNH)
Each line/service number in the hunt group may be dialled individually, but if the dialled line is busy then the call will overflow across the hunt group.
Distributed Line Hunt (DLH)
Only one telephone number is allocated for all lines in the hunt group, so lines cannot be dialled individually. Hunt working commences after the first idle line found by the previous hunt, then searches through all lines in the group to find an idle line, until it returns to the starting point
Multiple Line Hunt (MLH)
Only one telephone number is allocated for all lines in the hunt group, so lines cannot be dialled individually. Hunt working always commences at the first ‘prime’ line assigned to the group, then searches sequentially through all lines to find an idle line.
If all lines are busy then the caller will receive a busy tone for all hunt group types.
Call Forwarding
Users can control their Optus DirectLine service to automatically forward incoming calls to an alternate telephone number, using a simple set of keystrokes from their telephone handset.
Call forwarding can be set up under three options:
All incoming calls forwarded;
Incoming calls are forwarded if the line is busy;
Incoming calls are forwarded if not answered within approximately 12 seconds.
Calls are diverted within the Optus network, so you are able to use your Optus DirectLine to make an outgoing call at the same time as an incoming call is diverted using this feature.
This feature must first be enabled within the network by Optus, and you can then activate or deactive specific diversions using the keystroke sequences shown in the table below:
To activate call forward To de-activate call forward
Forward all calls ‘*’+’9’+’1’+ ‘number for diversion’ + ‘#’ ‘#’+’9’+’1’+’#’
Forward on busy ‘*’+’9"+’2’+’number for diversion’ + ‘#’ ‘#’+’9’+’2’+’#’
Forward on no answer ‘*’+’9’+’3’+ ‘number for diversion’ + ‘#’ ‘#’+’9’+’3’+’#’
Call forwarding is not available on Optus DirectLine services that are configured as part of a hunt group, or on services with Voicemail activated, or on handsets that are connected via a PABX or key system.
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Call Waiting
A call waiting facility is available with Optus DirectLine services, to allow users to pick up a second call while maintaining connection to the first call.
The second incoming caller will hear normal ringing, while the Optus DirectLine user receives a call waiting tone. The Optus DirectLine user may place the existing caller on hold and acknowledge the incoming caller, and can then alternate between the two callers or abandon one of the calls.
This feature must first be enabled within the network by Optus. Users can then operate call waiting by using the ‘Recall/flash’ key on their handset after hearing the call waiting tone, to pick up the second call and then to switch between calls.
Call waiting can also be deactivated for the duration of one call by using the keystroke sequence:
‘#’ + ‘8’ + ‘1’ + ‘#’
Call waiting is not available on Optus DirectLine services that are configured as part of a hunt group.
Short Code Dialling
Optus DirectLine users can define short dial codes for their frequently dialled numbers in order to simplify the dialling of these numbers.
Ten single digit short dial codes are available (ie. 0-9), and these codes are used by dialling ‘*’ followed by the short dial code.
Short code dial numbers can be stored by using the keystroke sequence:
‘*’+’7’+’1’ + dial short code number + dial number to be stored + ‘#’
Short code dial numbers can be cancelled by using the keystroke sequence:
‘#’ + ‘7’ + ‘1’ + dial short code number + ‘#’
Conference Calling
Users with the appropriate type of handset can establish a conference call of three parties, or can use this feature to transfer an incoming call to a third party.
To operate this facility:
Dial first call – Establish call
‘Recall / flash’ – To put first call on hold while dialling another
Dial second call – Establish second call and speak in private
‘Recall / flash’ – To make the calls a three party conference
The Optus DirectLine service will be charged for the two separate calls.
It is possible for the Optus DirectLine caller to hang up during the conference call and leave the remaining two parties connected, however the Optus DirectLine service will still be charged as if all three parties were connected. In this case the Optus DirectLine can also make outgoing calls while the other two parties are connected.
It is also possible for the first call to be an incoming call to the Optus DirectLine, and the conference call feature can therefore be used to ‘transfer’ the call to the third party by setting up the three way conference call then immediately hanging up.
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Calling Number Display - Outgoing
The service number of the Optus Directline can be sent for display at called parties, assisting the called party in identifying you as the caller. Alternatively you may choose not to send this Calling Number Display (CND) from the Optus Directline.
Note that Optus DirectLines that are configured as a hunt group with Distributed Line Hunt (DLH) or Multiple Line Hunt (MLH) will send a single CND service number for calls from all lines of the hunt group if Outgoing CND is enabled. This service number is the primary number of the hunt group.
Individual callers may also override their choice on a call by call basis by dialling an override code in front of the dialled number as follows:
Override Code CND status
I1831 Restrict - disable sending of CND for that call
1832 Present - enable sending of CND for that call
VoiceMail
A VoiceMail facility is available with Optus DirectLines, to answer incoming calls when the Optus DirectLine is unattended and to store caller’s messages or faxes within the Optus network for retrieval from any phone.
For voice calls, Optus Optus DirectLine VoiceMail works like a personal answering service for your business. VoiceMail answers customers’ calls when your phone is busy, not answered or if they call outside of your business hours.
Alternatively, if your Optus Optus DirectLine is used to receive faxes, this feature can be used to receive faxes when your fax machine is busy, not answered or outside your business hours. Faxes can be retrieved at a time and place convenient to you.
Note that the Call Forwarding and Hunt group features are not available on Optus DirectLine services with VoiceMail.
The following Optus Optus DirectLine VoiceMail User Guide has further information on this facility.
VoiceMail User Guide
Features and Benefits
When your line is busy or unanswered Optus DirectLine VoiceMail will answer with a customised greeting, and will receive your callers’ messages – so your customers and contacts are always able to reach your business.
When a message is received your Optus DirectLine service will change to a stuttered dial tone to indicate that an unplayed message is in your voice mailbox.
Up to 40 voice messages of can be stored in your voice mailbox.
Messages can be up to 3 minutes in length.
Unplayed messages may be kept for up to 28 days, and played messages may be kept for a further 10 days.
All messages are time and date stamped.
You can change your customised greeting at any time.
Messages and mailbox configuration tutorials are accessible from any mobile or touch phone, anytime, anywhere.
Optus Optus DirectLine Voicemail gives your business the flexibility to answer calls whenever and wherever convenient.
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Setting up Optus DirectLine VoiceMail for Voice Messages
1. Dial the Optus DirectLine VoiceMail Access number from your Optus DirectLine Service: 1300368015.
2. When asked to enter your passcode, simply enter the last 4 digits of your Optus DirectLine service number, followed by the # key.
3. You will now be led through a tutorial which will help you set-up your VoiceMail. Follow the recorded tutorial and press the keypad on the phone to register your selections. Note that the tutorial includes the option of changing your passcode to a 4 digit code of your choice.
Retrieving your VoiceMail messages from your Optus DirectLine r service.
1. Dial the Optus DirectLine VoiceMail Access number: 1300368015
2. Enter your passcode at the prompt, followed by the # key.
3. VoiceMail will now begin to play your messages. Follow the recorded voice options and press the keypad on the phone to register your selections.
- Press 0 for help.
- Press 3 to discard the current message.
- Press 5 to keep the current message.
- Press 7 to play the current message again.
4. After your messages have completed you can follow the voice menu to make changes to your VoiceMail service, such as changing your greeting.
Retrieving your VoiceMail messages remotely from any service in Australia.
1. Dial the Optus DirectLine VoiceMail Remote Access number: 133321.
2. Enter your Optus DirectLine service number at the prompt, followed by the # key.
3. Enter your passcode at the prompt, followed by the # key.
4. If you have unplayed messages then VoiceMail will now begin to play your messages. Follow the recorded voice options and press the keypad on the phone to register your selections.
5. After unplayed messages arecompleted you can also follow the voice menu to make changes to your VoiceMail service, such as changing your greeting.
Should you forget or misplace your passcode, or need any help with setting up or accessing your Optus DirectLine VoiceMail, please contact your Optus Customer Service representative during Business Hours.
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Additional Services
Optus offers the following extensive range of additional services that provide integrated solutions for your business voice communications.
Optus Calling Card
The Optus Calling Card is an easy-to-use, inexpensive and cashless way for your employees to keep in touch with the office whether they are travelling within Australia or overseas. The card allows them to make local, national and international calls from most phones in Australia as well as calls to Australia from many countries around the world.
Optus Business Conferencing
Optus Business Conferencing provides a full range of telephone and web conferencing services for meetings and events, for 3 to 600 participants. Optus Business Conferencing makes your business communications more flexible and allows you to work more productively.
Optus Enhanced Fax Services
Optus Enhanced Fax Services can be used to send high volumes of faxes (e.g. price lists, purchase orders, invoices, newsletters, press releases) to multiple destinations.
Billing & Reporting
A range of billing and reporting services are available to enable easier analysis of your telecommunications spend, including:
Single Bill – combining fixed line, mobile and data charges onto a single bill
e-Bill - a web-based billing information service
Optus Insight - a powerful PC-based reporting tool that provides analysis of call traffic, inventory and billing data.
Further Information
Optus DirectLine is part of a range of integrated communications services provided by Optus. For further information, contact your Optus Account Executive, phone 1800555937 or visit
www.optusbusiness.com.au
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