Hotkeys

 

Call transfer (handover) during a conversation

#1NUMBER_FOR_TRANSFER — “blind transfer”. Transfer the interlocutor to the extension number NUMBER_FOR_TRANSFER

When you are in a conversation, dial #1 and the extension number NUMBER_FOR_TRANSFER, in order to transfer the other party to that extension.

The call can also be transferred to any external numbers, for example, to mobile or direct city numbers.

*2NUMBER_FOR_TRANSFER — “attended transfer”. Transfer the other party to a standby mode, then transfer his call to the number NUMBER_FOR_TRANSFER

Consider the following example: Two employees work in a support group. One of them receives a call to the extension number. He cannot resolve the caller's question but he knows that his colleague (the second employee) solved a similar problem last week. By dialing *2 and his colleague's extension number, he puts the caller on hold; then a separate call is made to the number of the second employee who answers the call. The first employee explains the problem to him, asks to solve it and hangs up. The second employee automatically connects to the caller who was on hold. During a call, you can dial *2 and the extension number NUMBER_FOR_TRANSFER. The caller is put on hold and the system makes a separate call to NUMBER_FOR_TRANSFER. If NUMBER_FOR_TRANSFER does not answer, the caller is transferred back to your extension. If NUMBER_FOR_TRANSFER answers, you will be able to talk to the user on that number. When you hang up the call, the idle caller will automatically be transferred to NUMBER_FOR_TRANSFER.

To return to the caller while dialing or in a conversation with the number_for_transfer, press the # key.

The call can also be transferred to any external numbers, for example, to mobile or PSTN numbers.

Soft hold - ## (toggle on\off)

Start recording

*1 — enable the recording if it does not start automatically.

If you want to enable the recording on an extension number but an automatic recording has not been configured, you can do this from the telephone keypad by dialing *1.

Call park

#2 — Park the call. In order to send the answered call to the "parking", dial #2 on the telephone keypad. The system will report the number of the call in the "parking" (this number can be used when removing a call from the parking, if there are several).

*241 — remove the first call from the parking.

*249 — remove the last call from the parking.

*245NUMBER_CALL_IN THE PARKING — remove the call under the number from the parking NUMBER_CALL_IN THE PARKING. For example, dialing *2453 will unpark a call with parking number 3.

Pickup call/whispering/eavesdropping a call from another extension number

Consider the following example: There are two secretaries in an office. Each has a telephone with its own extension number connected to the PBX. Their extensions belong to the same client group. Let's say one of the secretaries is not in the office right now and her phone rings. The PBX allows another secretary to answer a call on a colleague's phone.

*21 — answer the first call

You can answer any call to extensions that belong to the same client group as yours. By dialing *21 from your phone, you will thereby answer the first call in the list of calls, currently arriving at the phones of this client group.

*21PART_NUMBER — answer the first call, corresponding to the condition.

You do not need to include the entire extension number to answer a call ringing at a specific extension number. If you dial *21 and only the first few digits of the number (PART_NUMBER), then the PBX will transfer the call to you from the first extension number that corresponds to the condition PART_NUMBER.

*21EXTENSION_NUMBER — answer a call to a specific extension.

There is a possibility of setting up extension groups, within which the interception is possible.

*22EXTENSION_NUMBER – Eavesdropping. Listen to the conversation of the specified extension.

*23EXTENSION_NUMBER – Whispering. Prompt (suggesting) to the specified extension number.

For listening(eavesdropping) and prompting(whispering) features need to set up the call control groups within which these actions are possible.

Incoming call rules

*74NUMBER – To enable / disable the incoming call rule. NUMBER - is the control code https://ucom4b.atlassian.net/wiki/spaces/RACD/pages/26542097 (Description of data structures - Control_code)

Queue agents

*96 — log in as a queue agent.

To enter the queue, dial *96 from the telephone keypad on your extension number. If this device has multiple queues, you can dial *96QUEUE_NUMBER to enter only that queue.

*98 — exit as a queue agent.

If you are logged in as a queue agent, you can log out by dialing *98 from the telephone keypad on your extension number. The agent connected to the extension from which you dialed *98 will be disconnected from the system. If this device has multiple queues, you can dial *98QUEUE_NUMBER to exit only from that queue.

Conference organization by using a regular telephone

*20 — connect to the first call, turn the call into conference mode

*20PART_NUMBER — connect to the call, corresponding to the condition. And turn the call into conference mode.

*8YOUR_NUMBER — create a conference room.

You can create a new conference room by dialing *8 and your short extension number.

Connecting to a conference

Users can join the conference by dialing *8 and the number of the extension who created the conference.

Conference management

To control a temporary (*8YOUR_NUMBER) or permanent conference (extension of conference type), the following commands are available:

*8NUMBER – invite a participant to the conference.

*1 — mute/unmute your microphone.

*91— mute the microphones of all participants, except for the conference moderators. The command is available only to conference moderators.

*90— turn on the microphones of all participants, except for the conference moderators. The command is available only to conference moderators.

*92— turn on lock the conference for new participants

*93— turn off lock the conference for new participants

*94— turn off the participant announcement

*95— turn on the participant announcement

The moderator of the conference created by *8extension_number is its creator, the moderator of the extension "conference" type is the one who entered the moderator's PIN, if it is given.

Checking voice quality

*51 — sound check (music).

To test the connection of your extension with the server, you can dial *51 from the telephone keypad at your extension number. Music will play, which can be used to assess the sound distortion from the server to the telephone.

*52 — sound check (echo test).

To test the connection of your extension number with the server, you can dial *52 from the telephone keypad at your extension number. Everything you say will be played back. This function is useful if you need to check the signal delay time when communicating with the server.

*53 — sound check (tone).

Play a tone signal.

Extension substitution

A convenient way to share the same physical device with different employees (for example, 3 workplaces and 10 employees working in shifts). Extension groups for substitution can be set through the API resource for groups, the pin code for substitution through the property of the telephone terminal "replace_pin"

Suppose you need the device configured for account 101 to work like another, then on device 101 the commands are:

*93102 — there will be an offer to enter a pin for 102, if it is correct, then 101 starts working as 102, the substitutions available for 101 are reset
*93 — the substitutions available for 101 are reset
*93101 — the substitutions available for 101 are reset
*93103 — (account 103 does not exist) - error message
*93104 — (account 104 does not have a PIN code) - error message
*93105 — (account 105 does not have permissions to replace extension 101) - error message