1. Voicemail
Description: Listen to recorded messages left when you were unavailable. You can also set up your voicemail greeting from here.
- Codes:
- Check Voicemail: *62 or 5000
- Check Voicemail (Auto login): *61 or 5001 - Requires Setup
- How to use: Dial *62. Follow the voice prompts to navigate through your messages. After listening, you can choose to delete or save the message based on your needs.
2. Mute
Description: Mute your microphone so others on the call cannot hear you.
- How to use: Press the MUTE key on your phone. The feature will deactivate automatically when the call ends.
3. Hold
Description: Pause an active call. The caller hears music or a message until you return.
This feature is useful for taking / placing another call, consulting with someone else, or looking up information without disconnecting the current call. You can resume the call anytime to continue the conversation.
- How to use:
- Press the "Hold" button during a call. It may also be represented by a pause symbol.
- To resume, press the "Resume" button.
4. Call Park
Description: Call Park is like a system wide hold, put a call in a “parking slot” that can be picked up by any user.
Requires Setup
This feature is useful where you need to transfer a call and the other party is not yet available, the call can be parked and retrieved by the other agent when they are ready, this is also useful when handling several calls at a time, or when transferring a call to whoever is next available.
- Codes:
- Park: Dynamic ***, Static transfer the call to the specific slot number.
- Retrieve: *55{slot}
- How to use:
- Dynamic Park: During a call, press *** and the call will be parked in an available slot.
- Static Park: Transfer to {slot}. Retrieve by calling the slot number again.
- Note: A button can be configured on the phone screen for quick park and retrieve, please contact support to set it up.
5. Call Transfer
Description: Transfer a call to another number or extension.
This can be useful for transferring a call to a colleague, another department, or a different device.
- Blind Transfer: The call is transferred directly to the other party without speaking to them first.
- Attended / Consultative Transfer: You speak to the person you are transferring the call to before completing the transfer.
- How to use:
- Blind Transfer: Press "Transfer", dial the number, press "B Transfer" again.
- Attended Transfer: Press "Transfer", dial the number, press "Call" or wait the call to connect, talk to the recipient, when ready press "Transfer" again.
- Blind Transfer via Feature Code: Within a call you can dial a code to initiate a transfer when using a limited featured phone.
- 3-digit extension: *97{ext}
- 4-digit extension: *98{ext}
- 10-digit or 11-digit phone number: requires setup, please contact support.
6. Conference (3-Way Call)
Description: Combine multiple participants in one call.
- How to use:
- Start a call with the first person.
- Press "Add Call" or "Conference", dial the second person.
- Press again on "Conference" or "Merge" to merge the call
- Merge the calls.
7. Call Forwarding
Description: Redirect incoming calls to another party.
Useful when you do not want to get distracted or when on vacation etc. but you do not want to miss any callers.
All types of forwarding can be set in the portal under answering rules in the user's settings on the portal, you can also set there to forward only on specific times.
- Always: Send all calls to another number automatically.
- Code: Activate: *40 or *72{number}, Deactivate: *73
- On Active: Forward calls when you are already on another active call.
- How to set: Via portal under user settings.
- No Answer: Forward calls after you did not answer after the specific ring time.
- Code: Activate: *42 or *92, Deactivate: *93
- User Busy: Forward calls when the call is rejected (or your phone is on DND).
- Code: Activate: *41 or *90, Deactivate: *91
- Offline: Forward calls if your phone is offline.
- How to set: Via portal under user settings.
8. Do Not Disturb (DND)
Description: Reject all incoming calls.
Useful when you do not want to be interrupted.
You can choose to implement DND locally on the phone or on the server-side.
- How to set (Locally on the Deskphone): Press the "DND" button on your phone or toggle in the portal under user settings.
- How to set (server-side via portal): Log in to the Portal, Navigate to User’s Settings, Toggle the "Do Not Disturb" option to activate / deactivate it.
- How to set (server-side via code): *78 to activate and *79 to deactivate
9. Call Pickup
Description: Answer another ringing call.
This is useful in office environments where users may need to answer calls for their colleagues who are away from their desks or unable to pick up.
- Code: *35{ext}
- How to use: Dial the pickup code followed by the extension.
In some cases you would like to pickup calls that are ringing to other agents within your department / site / domain (when your domain is setup with departments or sites)
- Site: *34
- Domain: *36
- Department: *37
When you have more then one device assigned to your user and there is an incoming call to one of them you can get the call to another device where its not ringing by dialing *38
10. Busy Lamp Field (BLF)
Description: Monitors other extensions’ statuses (available, busy, ringing) with an LED or on screen indicator.
Additionally, a ringtone can be configured to ring the phone when a BLF is in ringing state. As well on most phones a screen notification can be configured to show the caller ID information of the caller.
On Yealink devices (and some features can be applied also to Polycom devices) the BLF key can be configured as a multi-feature key, BLF, Call Pickup, Speed Dial and Transfer,
- How to use: Contact support to set up the BLF key on your phone for whichever extension you need it for. you can then use the feature key to pick up calls to that extension, transfer active call to that extension and to call that extension when in IDLE.
11. Intercom
Description: Make internal announcements to other extensions.
- Code: *50 or 99{ext}
- How to use: Dial the intercom code followed by the extension number of the user you want to page, if the receiving phone supports intercom it will auto answer the call, otherwise it will place a regular call.
12. Direct to Voicemail
Description: Call or transfer an existing call directly to a voicemail without ringing the user
This is useful when you transfer a caller to someone’s voicemail or you want to leave someone a voicemail without talking to them directly..
13. Move
Description: Switch an active call from one device to another.
When your extension has more than one device assigned, when you are on the phone from device A you can move the call to device B by dialing *99 within the call on device A.
14. Call Recording - On Demand
Description: Start/stop recording a call with a star code.
- How to use: Within a call you can dial the star code to accomplish the action.
- Code:
- Activate: *80
- Deactivate: *81
- Pause: *82
- Resume: *83
- Example: You are in a call that is not being recorded but you want to record the call from now on to preserve what they said, you can use a star code to start the call recording. You are in a call that is being recorded and you need to discuss some confidential information that should not be recovered you can use the star code to stop / pause the recording.
15. Call Barge
Description: Join an ongoing call.
- Requires setup
- When using a Queue an office manager can accomplish this from the portal.
There are 3 ways to barge a call:
- Listen: This feature allows a supervisor or manager to listen to a call without being heard by the participants. It’s useful for monitoring and evaluating calls.
- Whisper: This feature lets you join an active call and speak privately to one of the participants without the other party hearing. This is useful for coaching, training, or providing real-time assistance during a call.
- Barge: This feature allows you to barge into a call and talk in to the participants.
- Code: Dial the code followed by the user’s extension (usually 007{ext} ), you'll be connected as Listen, to change to another option dial the following codes within this call:
- Listen: *77
- Whisper: *78
- Barge: *79
16. Call Waiting
Description: Be notified of an incoming call while already on another call.
AKA Flash / Beep, when call waiting is disabled new incoming calls while you are already on an active call will be rejected.
17. Call Completion
[Advanced feature]
Description: When you place a call and the callee is temporarily unavailable to answer the call, the phone screen will prompt whether to wait for the callee party. You can activate the call completion feature. After the called party becomes idle, the phone screen will prompt whether to dial the number.
How to set: Via provisioning: features.call_completion_enable, via phone's settings menu.