What are Feature Codes?

Feature Codes (also called star codes or vertical service codes) are special dial sequences that activate phone system features:

Common Examples:

• *72 - Call Forwarding
• *97 - Voicemail Access
• *8 - Call Recording
• *3 - Call Pickup
• ## - Speed Dial

How They Work:

1. User dials feature code (e.g., *72)
2. System recognizes code and activates feature
3. System may prompt for additional input (phone number, PIN, etc.)
4. Feature activated or deactivated
5. Confirmation tone/message played

Benefits:

• Fast Access: Quicker than navigating menus
• Universal: Works on any phone (desk, mobile, analog)
• No Training: Easy to remember common codes
• Flexibility: Customize codes per organization
• Compatibility: Works with all device types

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Feature Code Categories

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Quick Reference

Most Common Codes (Default):

Code	Feature	Description
*72	Call Forward All	Forward all calls
*73	Cancel Forward	Disable call forwarding
*90	Busy Forward	Forward when busy
*91	No Answer Forward	Forward when no answer
*78	Do Not Disturb ON	Enable DND
*79	Do Not Disturb OFF	Disable DND
*97	Voicemail	Access voicemail
*98	My Voicemail	Direct voicemail access
*8	Call Recording	Toggle recording
*3	Call Pickup	Pickup ringing call
*4	Directed Pickup	Pickup specific extension
##XXX	Speed Dial	Dial speed dial code
**	Transfer	Attended transfer
*2	Blind Transfer	Transfer without announcement

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Configuration

Feature codes are typically configured at system level by administrators, though some organizations allow department-level customization.

Accessing Feature Code Settings

Navigate to Settings > Feature Codes or Dial Plan > Feature Codes

Customization Options

1. Enable/Disable: Turn codes on or off
2. Change Code: Modify the dial sequence
3. Permissions: Control who can use each code
4. Announcement: Customize voice prompts
5. Behavior: Configure how feature works

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Best Practices

Code Selection

1. Keep Standards: Use industry-standard codes (*72, *97, etc.) when possible
2. Memorable: Choose easy-to-remember sequences
3. Avoid Conflicts: Don't overlap with extension numbers or other codes
4. Document: Maintain list of all active codes
5. Communicate: Publish reference guide for users

User Training

1. Quick Reference Cards: Print cards with common codes
2. Email Guide: Send comprehensive list via email
3. Phone Labels: Label desk phones with common codes
4. Onboarding: Include in new hire training
5. Refresher: Periodic reminders of available codes

Testing

1. Test All Codes: Verify each code works as expected
2. Different Phones: Test on desk phones, mobiles, softphones
3. Edge Cases: Test unusual scenarios (international numbers, etc.)
4. Permissions: Verify permission restrictions work
5. Announcements: Confirm prompts are clear and correct

Monitoring

1. Usage Tracking: Monitor which codes are used most
2. Error Logs: Check for failed attempts
3. User Feedback: Ask users about code effectiveness
4. Audit: Regular review of active codes
5. Cleanup: Disable unused codes

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Common Customizations

Healthcare

*77 - HIPAA Secure Line (encrypted)
*911 - Emergency Alert
*PAG - Overhead Page
*STAT - Priority Alert

Hotels

*WAKE - Wake-up Call
*HSK - Housekeeping
*MAINT - Maintenance
*FB - Food & Beverage

Call Centers

*AUX - Pause/Unpause
*ACW - After-call Work
*READY - Set Ready Status
*BREAK - Break Code

Manufacturing

*PROD - Production Line
*MAINT - Maintenance Alert
*EMERG - Emergency Stop
*SHIFT - Shift Supervisor

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Troubleshooting

Code Doesn't Work

Check:

• Code enabled in system?
• User has permission?
• No dial plan conflicts?
• Phone properly configured?

Test:

• Try from different phone
• Check system logs
• Verify code syntax
• Test with admin account

Code Does Wrong Thing

Causes:

• Code conflicts with another sequence
• Dial plan priority issue
• Recent configuration change
• Extension overlap

Fix:

• Review dial plan order
• Check for conflicting patterns
• Verify code mapping
• Test in controlled environment

Prompts Not Clear

Issues:

• Default prompts confusing
• Volume too low
• Language incorrect
• Missing prompts

Solutions:

• Re-record custom prompts
• Adjust system volume
• Change language settings
• Upload missing audio files

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Next Steps