Phone System Guide

This guide is aimed at utilising "system codes" as opposed to the hotkey buttons on the phones themselves. "System codes" send a call to your phone system in the cloud and tell it to perform a certain function.

System codes allows this guide to provide instructions for all users irrespective of which phone make or model is being used.

We recommend you also refer to your specific phone user guide as there are typically hotkeys (inbuilt buttons) or menu functions for:

- Blind Transfer

- Voicemail

- Place on Hold

- Mute

When you have typed in the system code, you need to dial it to send the command to your phone system in the cloud. You can do this by either pressing your dial button, or in the case of Grandstream phones only, by pressing the # key.

Most phones also carry the ability to change the function behind certain keys (for example a blind transfer button could be changed to a announced transfer)

For mid - highend phones, you can also utilise speed dials and touch screen keys to add extra "one touch" functions.

If you require model specific support then please contact your account manager or customer services on 0808 168 5888

The Blind Transfer function transfers a call to the destination as soon as you complete the process. This call is not announced to the destination party and can only be recovered by call pickup

Whilst on a call press #1 (wait for “transfer message) > type in full extension number (IE: 002) > press dial

The call will now disconnect from your and transfer the caller to the extension number you entered.

If you wanted to transfer off the system (IE an external landline or mobile, just substitute the extension number for the full telephone number.

The Announced Transfer function transfers a call to the destination and allows you to speak to the destination before releasing the caller. The caller is placed on hold until the call is released to the destination or recoverd back to the original phone before transfer.

Whilst on a call press *2 (wait for “transfer message) > type in full extension number (IE: 002) > press dial

The caller will now be on hold and you will ring the ext you entered. You can then announce who is on the phone, and when you want to put them through, hang up.

If you do not want to transfer the call and get the caller back, then press *0

If you wanted to transfer off the system (IE an external landline or mobile, just substitute the extension number for the full telephone number.

Either press the voicemail button or dial *95

When prompted for the password, enter 1234 then press #

You can now follow the prompts to edit greetings, listen to and delete messages.

Group Pickup allows you to answer another ringing line in your system

If another phone is ringing on your system, you can use group pickup by dialling *21

The call pickup feature will then start at the lowest extension in your system (typically 001) and search upwards until it finds the first ringing line. It will then connect that line to your phone.

Direct Pickup allows you to answer a specific ringing line in your system

If another phone is ringing on your system, you can use direct pickup in a similar way to group pickup.

Dial *21 followed by the extension number you want to pickup.

For example if you wanted to pickup extension 005, you would dial *21005.

The call pickup feature will then connect that line to your phone.

The Call Waiting Feature allows your secondary line buttons on the phone to ring when a call comes in even if you are on line one.

The feature relies on on your phone having more than 1 line button (typically there are two or more). You also need as many lines on your system as you want your phone to manage. For example if you only have 1 phone (and 1 phone line) then if a secondary call came in this would not being able to ring line 2.

By contrast if your system had 8 handsets (and thus 8 lines), as long as your phone had an 8 line or more capacity it could technically answer all 8.

The feature is typically used by reception phones to answer callers and place on hold.

Call waiting can be activated by dialling *70.

It can be deactivated by dialling *71.

Do Not Disturb (DND) stops your phone from ringing either via direct dial or hunt group.

DND can be activated by dialling *78.

It can be deactivated by dialling *79.

This allows you turn incomg call rules specific to your phone on and off.

A call rule can be setup via the online portal (you can do this directly or request this from customer care).

Once setup, it can be assigned an activation number between 1 - 99.

These rules can be toggled on and off by dialling *74 followed by the rule number.

For example: A rule has been setup to divert incoming calls to the mobile number 07000 123 XXX and given a rule number of 1. To turn the divert on and off, you dial *741 to turn this on and off

If a divert rule had been setup to a landline number and given a rule number of 2, you would dial *742 to turn this on and off.IMPORTANT

Typically ensure that you have turned off any other rules preceeding the one you want to take effect.

In the above example of rule 1 going to a mobile and rule 2 going to a landline, if both were active and the user wanted the call to go to the landline (rule 2), the system would start at the lowest active rule, complete it and stop (IE it would follow rule 1 to the mobile).

You are able to define via the portal if you want rules to be FINAL or FOLLOW.

FINAL rules will action and then stop working through rules.

FOLLOW rules will work through all rules until it meets a FINAL or there are no more.

Again in the above example, if rule 1 to the mobile was FOLLOW, the incoming call would be transferred to the mobile AND then the landline. The first destination to answer would get the call.

Turns your phones voicemail feature on and off

This is typically not an often used feature.

By dialling *950 you can turn your voicemail service for your phone off and on.

By default it is always on. If turned off, calls to your phone when you are unavailable (DND, or the phone is not connected) or busy will drop.

The feature allows you to make a free call to another extension directly in your phone system account

To dial an extension within your direct phone system simply type in the extension you wish to call and dial it as you would an extenal number.

The format of extensions are in a three digit format.

Example: If you were extension 1, and wanted to call extension 2, you would dial 002.

For extensions 10 you would dial 010.

This function lets you call authorised extensions not part of your direct phone system

If you have 2 sites for the same company you may want to call a direct extension, or the main company number as a free site-2-site call.

To do this you will need to know the destination site "prefix". You will need to request this from customer service and they will need to allow you permissions to do so. By default this is blocked.

Once you know the prefix, you can dial any extension by using the format of 3 4 digit prefix 8 3 digit extension number.

Example: You want to call extension 5 at another site. The site prefix is 7223. You would dial 7223*005.

Allows you to leave a voicemail message on any extension without ringing the phone or waiting for the pre-established voicemail timeout to elapse.

If you want to leave a voicemail in the described manner use the format of *95 followed by the three digit extension number.

Example, if you wanted to leave extension 2 a message in this manner, you would dial *95002.

This can be useful when combined with the voicemail to email function where the receptient of the email notification of audiofile has their mobile phone linked to their mobile phone.

Allows you to transfer an answered call to a specific extensions voicemail without ringing the phone

This feature allows you to transfer a call you have answered to another extensions voicemail without the caller having to wait for the pre-established voicemail timeout to expire.

The format of this function is #3 followed by the three digit extension number.

Example, if you wanted to transfer the call you have answered to the voicemail of extension 5, you would dial #3005.

Allows supervisors to blind monitor inbound calls routed via a queue

This feature is mainly used in inbound sales or customer service environments.

To use the feature you would follow the format of dialling *999 followed by the queue extension number.

Example: Your queue's extension number is 401. You would dial *999401

You would then be prompted to enter your PIN number followed by the pound key ( # ). You would need to get your PIN number from customer services.

Once entered, you can then cycle through all active queue conversations by pressing the * key.

Dials your last missed call on your phone

To call your last missed call back without having to go into your missed call directory and dial it, type in *66 and press dial.

Use your IP phone to create an internal conference call for ANY phones on your system

To create a conference from your phone use the format of dialling 8 followed by your extension number.

Example: if you were extension 5, you would dial 8005. Other phones on the system can then dial the same number (8 followed by your extension) to join the conference.

This facility needs to be activated by customer services before it can be used, and you can also ask to apply options such as passwords for logging into a conference.

Park (hold) a call which can be recovered from any other extension

This is a useful feature for receptionists or where a caller wants to wait (without taking up a line on your system).

Whilst on a call, press #2. The system will tell you what position the caller has been held in (IE position 1). This can then be communicated to others where required.

When parked the caller will hear hold music.

To unpark a call you can press *221 then dial which will unpark the first call in the lot.

You can also unpark a specific call by using the format of *225 then the parked number.

Example: if you wanted to unpark the third call in the lot, you would dial *2253

Stop displaying your caller ID when making outbound calls

If you need to make a call and withhold the number, type in *85 then dial. Any calls made now will be withheld.

To put the caller ID back in place, type in *65.

It is important to note that our carriers operate in line with OFCOM regulations. As such many now block calls with no caller ID. If a call fails when you are making such a call we recommend that you try again. We cannot accept fault reports for failed calls of this manner.