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Table of Contents
System Dialing Codes
Unlocking enhanced functionality for non-access portal users, our system dialing codes offer a streamlined method for configuring call forwarding and adjusting status settings through IP Phones
Requirement
- The user is assigned a Phone System extension with the IP Phone license
- The user is not allowed to access the Web Portal
- The devices must already be registered (can receive and make outgoing calls normally)
Configuration
- Go to Phone System
- Change view to System
- Select General Settings
- Set up Dialing codes to perform advanced calling features.
Call Transfer
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#
Call Forwarding
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#
Note:
This application is for
- Inbound Call - Working Hours Flow
- If setting in the Non-Working and Public Holiday periods, it doesn’t affect anything. The flow is still Non-Working and Public Holiday flow.
- 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 + number + call button
- *Prefix + 0 + call button
Call Parking
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
Channel Number
- It is a fictional extension that allows you to park the call.
- The range will be from 1 to 99.
- The system allows you to park 99 calls at the same time. However, each channel only can handle 1 call at a time.
- If the user tried to park the caller in a busy room (which had another caller), then the system would play an announcement to the user: "This room is unavailable, please try another room."
Call Pick Up
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#
Status
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
Busy Remarks
- This section allows you to define the Busy remark for Call Center Agents. By default, the system will have two main breaks - Toilet and Lunch breaks.
- You can add more remarks in this setting.
Please Note: Maximum character limit for Remarks is 30.