ToolBox -

Star codes are two-digit numbers prefixed with a star (*) and are used to instruct the system. You can access the complete list by logging into your account and going to Advanced > Star Codes in the domain, where you can also change the star code values as per your preference. Of course when your change them, the instructions given here will apply to your changed star codes and not the default star codes anymore.

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Making Calls Codes

Redial a Number (*66)

Redial (*66) allows you to redial the last number that was called from your phone.

Call Return (*69)

Call Return (*69) will dial the number of the call that was received last. The number will be available until a call has been established to that number—not necessarily connected, which can help prevent users from calling back the same person twice. (If you execute *69 and discontinue the call during its ring state though, *69 will not be able to access that number again unless the caller rings again.)

Notes: If you reach an external mailbox, the system will handle the Call Return as if the call had been successfully established and will clear the number. If you reach a mailbox of another extension on the system, the Call Return number will not be cleared and you will be able to make successive attempts at reaching that extension by dialing *69. The system will store a Call Return number only for calls that contain a valid caller-ID.

Telephones that share the same extension number will share the same redial and Call Return number.

Intercom (*90)

The Intercom feature mimics the old secretary-boss intercom systems and can be thought of as a one-part page with two-way audio. Intercom is used to communicate with one other person. The other party must have a separate extension number, as the Intercom feature will not work between two phones that are registered to the same extension. The Intercom feature will also not work when multiple registrations are involved with the receiving extension.

To activate:

  1. Set the user’s Call Permission settings for intercom.
  2. Dial *90 and the extension you would like to intercom.
  3. Press the confirm button on the telephone keypad.

You can now begin conversing with the other party.

Transferring Calls Codes

Calls can be transferred using the Transfer button on the phone or star codes. The system supports two types of call transfers: blind transfer and attended transfer.

Blind Transfer

When the user activates a blind transfer, the call is transferred with no knowledge as to whether the receiving party will be available to receive the call. A blind transfer can be used for transferring calls to voicemail or the cell phone.

  1. Press the Transfer button on your phone, or press Hold and dial *77.
  2. Enter the extension number (or phone number) of the recipient.

A blind transfer offers no confirmation of call connectivity. If the number is busy or does not exist or no one picks up, the user will not be notified.

Attended Transfer

When using attended transfer, the user must speak with the party who is receiving the call to ensure that the call can be received.

  1. Put the caller on hold (using the phone’s Hold button). The LCD will display the call that is on hold.
  2. Enter the destination number,then press the checkmark button.
  3. Once the party on the receiving end is prepared to take the call, press the Transfer button twice (the first Transfer connects the call; the second Transfer clears the music so that the parties can speak. (If the phone does not have a Transfer button, *77 can be used to transfer the call.)

Users do not need to press the Hold button to free the call. If the person is not available to take the call, the user can press the Hold button to reclaim the call and discuss the available options with the caller.

Transfer a Call Directly to Someone’s Voicemail

The systems administrator must enable a direct dial prefix before users can “blindly” transfer a call to another user’s voice mail. The default for direct dial is “8”.

  1. Put the call on hold using the Hold button on your telephone keypad.
  2. Press the Transfer key. (If your phone does not have a Transfer button, dial *77 to transfer the call.)
  3. Enter the mailbox prefix number.
  4. Enter the extension number.

The caller will be transferred to the extension’s voicemail. Because the caller will bypass the voicemail timeout, the caller will not hear any ringing. This method does not need to involve an outside caller. To call a person’s mailbox directly, the user can dial 8123.

Call Park (*85) and Call Park Retrieve (*86)

The system administrator must configure specific park orbits (e.g., 800, 801, 802, and 803) on the system before these star codes can be used. Call Park allows the user to temporarily park a call so that it can be picked up by another user. The receiving party uses Call Park Retrieve (*86), followed by the park orbit number, to retrieve the call.

Scenario: A call comes in for Diane, but you do not know where she it, so you put the customer on hold, dial *85 and the park orbit number, and press the confirm button. You then page Diane, “Diane, you have a call on extension 509” (509 is the park orbit on which the call was placed). Diane executes the Call Park Retrieve (*86) feature, dials 509, and retrieves the call.

An announcement will indicate that the call has been parked. At this point, the call can be retrieved by any extension by dialing *86 and the park orbit number on which the call has been parked.

  1. Put the call on hold (music will play in the background).
  2. Press *85 to park the call.
  3. Enter the park orbit number.

If the call is not picked up within a specified time (default is 1 minute), the user will receive a call from the system as a reminder of the waiting call.

Note: To create a toggle-like effect for Call Park and Call Park Retrieve for use with buttons, use matching star codes (e.g., *85/*85 or *86/*86) on the star codes page at the domain level.

Call Pickup (*87)

Call Pickup allows users to pick up a ringing phone. It can be used to pick up calls ringing into a specific extension or for ringing calls in general, including calls ringing into a hunt group or agent group.

Note: When compared to Call Park Retrieve, Call Pickup is associated with a sense of urgency (i.e., the user must pick up the ringing phone before the call goes to voicemail.) With Call Park Retrieve, the caller is already in the system, so there is not as much of a hurry. Before users can use Call Pickup, they must first put their last call on hold so that the system does not interpret and execute the star key during calls made to external systems that also use star keys.

Not everyone can pickup every call. Only users that have the “Permission to monitor this account” may pickup calls from the account (see General Extension Settings).

Directed Pickup

  1. Dial *87.
  2. Dial the extension on which the call is ringing.
  3. Press the confirm button on the telephone keypad.

General Pickup

Call Pickup can also be used without specifying an extension. To activate, dial *87 and press the confirm button on the telephone keypad.

The system searches for calls to pick up in the following order:

  • Hunt groups: For a call that is headed for a specified hunt group, the system will reroute the call to the extension that dials the pickup code. If several calls ring the hunt group, then the system will pick up only the first call that was routed to the hunt group.
  • Extensions: When the account number is an extension, the system searches for calls that go directly to the specified extension. These calls can come from an auto attendant or through direct extension dialing. Calls that ring the extension due to it being part of a hunt group or agent group will not be affected by Call Pickup.
  • Agent groups: As with the hunt group, the system picks up a call from the specified agent group. For calls in the ringing state, the system picks the first call that is in that state. Otherwise, the system picks the call that entered the queue first.

Anonymoud calls Codes

Block Caller-ID (*67)

Block Caller-ID (*67) allows users to keep their phone number and name hidden from the parties they call. It also prevents called parties from looking the user up in an address book and initiating a callback. Calls from one extension to another extension will not be affected by *67. These calls will always reflect the caller-ID.

  1. Dial *67 and press the confirm button on the telephone keypad.
    The user will hear an announcement indicating that the caller-ID will be blocked for all future calls.
    Note: Caller-ID is always presented for internal calls.
  1. Dial *68 to re-enable your caller-ID.

Reject Anonymous Calls (*88)

Users can reject anonymous calls by dialing *88 and pressing the confirm button.

To re-allow anonymous calls, users must dial *89 and press the confirm button.

Note: If a user has set Call Forward to busy condition, the system will forward anonymous calls to the designated destination (e.g., an assistant). This will ensure that the user’s anonymous calls are screened before the user takes the call. If the user has not set Call Forward to busy, the system will announce to the caller that the call cannot be taken because of the blocked caller-ID. Other options are available for handling anonymous calls, such as screening the calls or using the Ask for name setting.

Voicemail

You can activate “Send Voicemails as Emails”, using the star code *95

You can deactivate Voicemail, using the star code *96

You can go to Voice Mail, using the star code *97

You can record a new greeting, using the star code *98

You can clear the voice message indicator, using the star code *99

You can also listen to automatic recordings using *56 or turn on/off recording using *93/*94 star codes from the telephone keypad.

 

Call Center Codes

Call monitoring features must be used with caution. Please consult corporate and government regulations to determine whether these features are permitted in your environment. Illegal listening to phone calls is a severe crime, and system administrators must be aware of this.

Many call center features are available only if extensions have been given permission to use them. These settings are controlled by the domain administrator and are located in the user’s Permissions tab.

Cellphone Codes

Feature Codes

The feature codes used in this section are related to cell phone use (*51, *52, or *00) but they cannot be executed from the cell phone.

Retrieve Call From Cell Phone (*51)

This feature allows users to pick up an in-process cell phone call on their extension phone. This feature can be used only for calls that have been made from the cell phone (through the Personal Virtual Assistant) or which have been redirected to the user’s cell phone. Calls that have been made directly to the user’s cell phone (without involving the system) cannot be picked up on the user’s extension phone.

Scenario: You’re on your way to the office and you need to call a client, so you call into the system and place an outbound call. You speak with the client on your way to work, and once you arrive at the office, you decide to pick the call up from your office phone.

To transfer a cell phone call to your extension:

  1. From your cell phone, call into the main number of the PBX (your cell phone must be associated with your account).
  2. From the Personal Virtual Assistant menu, press 1 for “outbound call.”
  3. Enter a destination number, then press the # key.
  4. When you’re ready to pick the call up from your office phone, dial *51 from the office phone.

Once the call has been connected, your cell phone will disconnect and will no longer accumulate minutes.

Move Current Call to Cell Phone (*52)

This feature allows users to move a current call from the extension phone to the cell phone. (Note: The user’s cell phone must be configured to the extension before this feature can be used.)

Scenario: You’re on your extension in the middle of a conversation and need to leave the office. Instead of ending the conversation, you put the caller on hold and transfer the call to your cell phone.

To transfer an extension call to your cell phone:

  1. Place the extension call on hold.
  2. Dial *52 from your office phone.
  3. Answer the call on your cell phone.

Call Cell Phone of the Extension (*00)

This feature allows users to call someone else’s cell phone without knowing that person’s cell phone number. (Note: The individual’s cell phone number must be configured as part of the extension that is being called.)

Scenario: You notice that your boss has just left the building when an important call comes in. You have no idea what his cell phone number is, but you must speak with him. You know what his extension number is, so you use the *00 star code followed by his extension number. Because the system sees the extension and the cell phone number as being the same, the system is able to ring his cell phone.

To call someone’s cell phone without knowing the number:

  1. Dial *00 followed by the person’s extension number.
  2. Press the start button from the telephone keypad.

The system will connect you to the individual’s cell phone.

Miscellaneous Codes

Conference (*53)

The conference code can be used to put the callers that the current extension is holding into a conference room. If the code is used without any digits behind it, the system will search for the first conference room that allowed non-scheduled conferences and puts all callers into that conference room. If the caller puts a number behind it (e.g. *53800), then the PBX will use the indicated conference room (e.g. 800). The conference room must be suitable for this, otherwise the system will play back an error message.

Outbound Calling (*55)

This feature is described in a separate page, see Agent Group Outbound Calling.

Play Recordings (*56)

This code can be used alone or with a number behind it. When used without a number behind it, it will start playing the recorded messages for the extension from which the code was called. Otherwise it will play the recordings for the account that was provided behind the code. For example, to play back all recordings from the ACD 400, the user would dial *56400. The user needs to have the permission to play back the recordings (see Extension Call Permissions for this).

The playback starts with the last message and then moves backward in time.

When listing to the recordings, the user can use the following keys to change the playback:

  • # can be used to move to the previous recording.
  • * can be used to move to the next recording.
  • 7 can be used to move ten recording forward.
  • 8 can be used to move start the current recording from the beginning.
  • 9 can be used to move ten recording backward.
  • 1 can be used to reverse the playback. Pushing the button several times increases the speed.
  • 2 can be used to stop and resume the playback.
  • 3 can be used to fast forward the playback.

Show Account Balance (*61)

This feature allows users to hear the balance of their pre-paid calling card account. To get the balance, users simply enter *61 (followed by the confirm button) from the extension the pre-paid card is configured to.

Wakeup Call (*62)

The Wakeup Call (*62) feature allows users to receive automatic wakeup calls from the system. Though this feature is used primarily in hospitality environments, it can also be used on an individual basis.

  1. Dial *62.
  2. Press the confirm button.
  3. Enter the wakeup time in 24-hour format (HHMM); for example, 0715 (for 7:15 a.m.) and 1915 (for 7:15 p.m.).

The system will confirm the wakeup call. To cancel a wakeup call after it has already been confirmed, users must press the star (*) key.

Note: Wakeup calls cannot be transferred to other registered devices (i.e., the wakeup call will not ring the user’s cell phone).

Request Call Details (*63)

The Request Call Details (*63) feature allows users to request the details of a call (caller-ID, call duration, and time of call). The information will be sent to the user’s email address. This feature is handy and prevents the user from asking for contact information from the caller.

To activate the Request Call Details feature:

  1. Dial *63 and press the confirm button on the telephone keypad.
  2. Retrieve the message in your email.

Clean up an Extension (*84)

This feature allows users to quickly clean up an extension. This makes it ideal in hospitality environments, as it can be used to clear an extension of its messages after guests have checked out and before new ones arrive. It can also be used to clean up extensions of employees who have left the company. Users cannot activate this feature unless permission has been given by the domain administrator.

Add to White List (*91)

This feature allows users to add a contact to the white list of their personal address book. White list contacts receive preferred treatment. They are not required to say their name before speaking with the user, and they can receive a callback when the user’s extension becomes available.

  1. Dial *91.
  2. Press the confirm button.

If the number does not already exist in the user’s address book, the system will automatically create an entry for the number. Users can edit the address book entry from the web interface.

Add to Black List (*92)

This feature helps users avoid unwanted contacts (e.g., unwanted callers, fax spammers, etc.). Once a caller is on the black list, the user’s Incoming anonymous call setting will determine how that call is treated. If the caller should be rejected, then the system will reject that call. Otherwise, the system will carry out whatever instruction the user has configured.

  1. Dial *92.
  2. Press the confirm button.

If the number does not already exist in the user’s address book, the system will automatically create an entry for this number. Users can edit the address book entry from the web interface. Black list contacts are not allowed to camp on an extension.

Call Record (*93/*94)

Call Record allows users to record a conversation between themselves and another party. This feature is handy when it is critical that a user remember the contents of a particular call. Users should check state and federal laws before recording calls. To activate the record feature, dial *93 on the telephone keypad. To deactivate, dial *94.

The recording can be retrieved from the user’s mailbox from the web interface.