1. What is Call Answer?
Call Answer Service can be described as a voice mail service which will take voice messages upon no reply or busy condition. The customer has the option to activate either one of these conditions on its own, or they can have both of these conditions activated simultaneously. These messages can be retrieved, saved or deleted by the mailbox owner.
2. Who can have Call Answer?
Call Answer Service is only provided on direct single-line digital exchange connections, exchange resources permitting. Unfortunately the product is not available on switchboards, hunting facilities and DECT as yet.
3. How to I know that I have a Tone dialling telephone?
Underneath most telephones is a button that must be set on tone and not on pulse. If uncertain, let the customer press any button on the phone and if you hear a tone it is a tone dialling telephone.
4. What is my Call Answer Mailbox Number?
Your mailbox number is the same as your telephone number, INCLUDING THE DIAL CODE.
5. What is the Starter Secret Code?
The starter secret code is the last four digits of your mailbox number. You need the starter secret code to access the mailbox and after initialisation the secret code can be changed. The secret code can be between four and ten digits long, using digits between 0 and 9. Secret codes can not be sequential numbers for example 1111 or 1234, if the customer attempts to enter a secret number such as these the system will not allow the new code and they will be prompted to select another one.
6. Can I set up my mailbox from a portable or cordless phone?
Yes, provided the telephone has a * and # button and complies to Telkom specifications.
7. Can I have Call Answer on a Hunting Line?
No, the service is not available on hunting lines as yet. You will be informed as soon as it becomes available.
8. Can I have Call Answer on a telephone line which more than one telephone instrument is connected?
Yes, if it is a single direct line with the same telephone number it is possible, but make sure that all the telephones are set on tone.
9. Can Call Answer work on Modem?
Yes, but some software changes to the computer are necessary in order to allow the modem to dial out when there is stutter dial tone on the customer’s line. “Wait for dial tone” should not be selected on the modem setup. The reason for this is that the modem does not recognise the stutter dial tone and needs a continuous dial tone in order to dial out.
10. Can Call Answer work on a Fax line?
Yes, but then the fax machine must then be set on “manual”, otherwise the fax machine will take the call before the mailbox does. But it is preferable to sell Call Answer to single lines not connected to a fax machine. Fax Answer, Telkom’s Fax Answer service can be offered to these customers.
11. Is Call Answer and Fax Answer available on one line?
No, this feature is not available at this stage.
12. Can a customer connect to a Dect and have Call Answer or Fax Answer?
13. What should be done if a customer complains that he has a Speedpoint, which is not compatible with Call Answer Stutter Dial Tone?
The customer must be offered the option to be notified through Out Call Notification. Please refer to Question 6 for steps
14. Can *65# and *66# automatically be deactivated?
Yes, this has happened in the past but not very frequently. The customer then needs to re-activate *65# and *66#.
15. How much time to I have to record a Personal Greeting?
You have 90 seconds to record your personal greeting.
16. How many times will the telephone ring before it routes to the mailbox, when it remains unanswered?
The telephone will ring seven times ( 20 seconds) before routing to the mailbox. Enhancement features have been developed, whereby customers can be able to program the ringing time according to their needs (See the ringing times under Enhanced Features).
17. The standard ring time is 20 seconds before routing to the mailbox. Why is it shorter in some cases?
If a customer is connected via Radio Tech or DECT the ring time could be shorter. Although is should be noted that Call Answer is not compatible with all types of Radio (DECT) technologies and should therefore not be sold to customers using this technology.
18. How do I retrieve messages?
You have 24 hours access to your mailbox and can retrieve messages whenever you want. Messages can be retrieved either from your own telephone by dialling 10120 with the secret code (if not suppressed) or from any remote tone dialling telephone by dialling 10121 entering the mailbox number and secret code, the mailbox number will be the entire customer’s number including the area code. After listening to the messages they can either be stored or deleted.
19. How will I be informed of any new messages?
Stutter is the standard offer for message waiting indication. Outcall notification can be used if the customers modem /PC (or other dialling peripheral, i.e. credit card machine) is not compatible or if the customer is connected to hunting facilities with stutter.
STUTTER DIAL TONE: is an interrupted dial tone which the customer will hear when the handset is lifted to make a new originating call. After retrieval of the message/s the dial tone will be return to normal.
OUTDIAL NOTIFICATION: when a new message is taken the system will phone you, up to three times, and play a message to remind you to check your mail. The customer can set the time for weekdays and weekends when you wish to be notified of messages, this is done in the personal menu option of Call Answer.
20. How many messages can be stored in the mailbox and for how long?
Your mailbox can hold up to 15 messages of 90 seconds each. When your mailbox is full, new callers will be informed accordingly. Messages will be retained for 10 days before it is automatically erased from the system.
21. Is it possible to retrieve messages from a cellphone?
Yes, it is possible to retrieve messages from any mobile network. Such calls will be charged at normal cellular rates.
22. Is it possible to retrieve messages from an International destination?
Yes, it is possible to retrieve messages from international destinations by dialling 27 881 999 990.
23. Can I use Call Answer and ForwardCall simultaneously?
No, because this facility forwards the incoming calls to another telephone number and therefore prevents calls forwarded to the mailbox (ForwardCall overwrites Call Answer when activated). You can have both Call Answer and Forward Call on your line but because of the above-mentioned they cannot be activated at the same time. When ForwardCall is activated it also gives a stutter tone which is similar to Call Answer’s Message Notification.
24. Can I use Call Answer when BlockCall Plus is activated?
Yes, even though out going calls are barred it still allows your incoming calls to be routed to your mailbox when activated. The customer can access his mailbox by dialling 10120. Call Answer 10120 is excluded from the baring categories.
25. Can I use Call Answer and WaitingCall simultaneously?
Yes; and the way this will work is as follows: If the customer has the divert on busy (*65#) activated on Call Answer, the incoming call will give Call Waiting priority, if the customer chooses not to answer the incoming call then the call will be diverted to Voicemail after 20 seconds.
All other Value Added Services can be used with Call Answer unconditionally.