For Call transfer, there is default dialing code and it is not allowed to update the dialing code.

Example:

• If user #101 wants to transfer call to #102, the user will dial ##2102#
• If user #101 wnats to transfer call to DID +6598765432, the user will dial ##26598765432#

This feature allows Contact Center Agents to make outgoing calls on behalf of the assigned Inbox and the Contact Center Caller ID.

Caller ID is an identity number or Auto Attendant number that is assigned to the agent.

Make Outbound calls using dialing code on IP Phone devices

Make outbound calls using dialing code is applicable for Web phone, Mobile, Desktop and IP Phone.

Agents could view and select inboxes that they are assigned to. 

Prerequisites to configure the dialing codes:

• Role
  • Owner
  • Admin with Phone System & Organization Setting in Permission Group
• Base License: Phone System
• Addons: Contact Center & device addons

How to set up dialling codes:

• Select Call Inbox Selection
• Input the Prefix
• Select Caller ID
• Input the Prefix
• Click save.

• All agents can use the dialing codes as long as:
  • The have the required licenses
  • They know the prefix set by the owner or admin (with permissions) of that organization

How to make a call

1. Agent to select Call Inbox by dialing *Prefix + inbox code + #
   → System plays message “You have set the Inbox {Name} to make outgoing calls on behalf of” 
2. Agent to select Caller ID by dialing *Prefix + callerID + #
   → System plays message “You have set the number {Phone Number} as Caller ID for outgoing calls”
3. Agent dial the destination number to make an outbound call.

Example:

Call Inbox Selection prefix = 45
Caller ID prefix = 55
→ On the IP Phone device:
- Dial *45645# to assign inbox
- Dial *556562406811# to choose callerID
- Dial destination number to make outbound call

Make Outbound calls from Web Phone

Prerequisites

• Base License: Phone System
• Addons: Contact Center & Web phone

Go to Home
Select Call button
Input destination number
Select Inbox
Select Caller ID
Click call.

Enable Call Forwarding

*Prefix + number + #

• Number: It can be an Extension Key, Group Key, or DID Number
• The default of forwarding prefix is *5
• Purpose: Enable the Inbound Call Setting is Working Hours - Available - Call Forwarding to that specific Number

Constraints

• If the current user status is different from "Available," the system will automatically change it to “Working Hours - Available - Call Forwarding (Inbound Call Settings).”
• Only one number can be forwarded using this code. If the user has a forwarding list set up through the web or mobile app, it will be cleared and replaced by the newly entered number.

Example:

The user #101 wants to set up a forwarding call to DID number +6598765432.  The forwarding prefix that admin will configure on the portal is 09. The user will dial *096598765432#.

Disable Call Forwarding

*Prefix + 0 + #

• Purpose: This code disables call forwarding and changes the user's inbound call settings.
• Workflow: When dialed, it will disable call forwarding to the previously specified number and change the user's inbound call setting to "Working Hours - Available - Ring Devices."

Example:

The user #101 wants to disable the forwarding call to DID number +6598765432. The forwarding prefix that admin will configure on the portal is 09. The user will dial *090#

Call Park is a feature that allows users to:

• Place an incoming call on hold at a specific parking location (a fictional extension)
• Pick up the call on a different phone.
• Let another person can pick it up on a different phone

To park or retrieve a call, press: *Parking Prefix + channel number + #
The digit limit for call parking is from 1 digit to 4 digits.

• Example:
  • The parking prefix is *10
  • Ext 202 parks the call at Channel 1
  • Ext 203 wants to retrieve the call, press *101#
  • During the Parking time, the caller will hear the on-hold music.

To Park a Call

Press: ##2 + *Parking Prefix + Channel number + #

Example: 

• The parking prefix is *10
• You want to park the call at Channel 1
• Press: ##2*101#
• During the Parking time, the caller will hear the on-hold music.

To Retrieve a Call

Press: *Parking Prefix + Channel number + Call

Example:

• The parking prefix is *10
• You parked the call at Channel 1
• Press: *101 + Call

Call pick-up is a feature that allows one user to answer any other extension's calls. 
There are 2 types of Call Pickup:

To directly pick up the call of any extension

Press: 

Pickup prefix + user key + #

Example:

• The pickup prefix is *10
• Pick up the call that is ringing at Ext 201, press *10201#

To pick up the call of another extension in the same group

Press: 

• Pickup prefix + #

Example:

• The pickup prefix is *10
• Ext 202 & Ext 203 are in the same group
• Ext 202 wants to pick up the call ringing at Ext 201, press *10#

Call Monitor is a feature that allows the Contact Center Supervisor to monitor the Contact Center calls without accessing the Web portal.

• Barge-In: Join the conversation between the Caller and the Agent

press *Prefix + 1 + extension key + #

For example,  agent #100 is on the call with a customer and supervisor #200 wants to do the call monitoring. The prefix is set to default as *6. The supervisor should dial: *61100#

• Monitor: Listen to the conversation between the caller and the agent.

press *Prefix + 2 + extension key + #

For example,  agent #100 is on the call with a customer and supervisor #200 wants to do the call monitoring. The prefix is set to default as *6. The supervisor should dial: *62100#

• Whisper: Talk to the agent only

press *Prefix + 3 + extension key + #

For example,  agent #100 is on the call with a customer and supervisor #200 wants to do the call monitoring. The prefix is set to default as *6. The supervisor should dial: *63100#

Allows user to change status by dialing code.
 

• *Prefix + 1 + #  Change Status to Available
• *Prefix + 2 + #  Change Status to Busy
• *Prefix + 3 + #   Change Status to Offline
• *Prefix + 4 + #   Change Status to Away

These Prefix will change the current status to Available, Busy, or Offline and Away.

Once the status is changed, it will sync among the devices (Mobile, Desktop, and Portal).

Example:

The prefix is 07, the user should dial:

• Available *071#
• Busy *072#
• Offline *073#
• Away *074#

Mobile & Desktop Devices

If the users want to use the dialing code for mobile & desktop device, they should remove the # from syntax of dial code and press call button to apply .

*Prefix + 1 + call button  Change Status to Available
*Prefix + 2 + call button  Change Status to Busy
*Prefix + 3 + call button   Change Status to Offline
*Prefix + 4 + call button   Change Status to Away