Queue Functions

Agent Login: *45
Agent Logout: *46
Pause: *47
Unpause: *48

Usage:

• Log into queue: *45 (available for calls)
• Log out: *46 (remove from queue)
• Pause (break): *47 (logged in but unavailable)
• Resume: *48 (available again)

See Queue Management for details.

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Call Monitoring

Listen: *33 + extension
Whisper: *34 + extension
Barge: *35 + extension

Supervisor Functions:

• Listen (*33): Hear call without parties knowing
• Whisper (*34): Speak to agent only (caller doesn't hear)
• Barge (*35): Join call (all parties hear you)

Requirements:

• Supervisor permission required
• Monitored agent must be on active call
• Used for training, quality assurance
• Legal compliance considerations

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Hot Desking

Login to Phone: *11 + extension + PIN
Logout: *12

Hot Desking Allows:

• Log into any shared phone
• Phone becomes "yours" (extension, settings)
• Receive calls at that location
• Access voicemail, settings
• Log out when leaving

Use Cases:

• Shared workspaces
• Hot desking offices
• Flexible seating
• Temporary locations

Process:

1. Approach available desk phone
2. Dial *11
3. Enter your extension: 1234#
4. Enter your PIN: 5678#
5. Phone displays your name/extension
6. Receive calls at this phone
7. Logout when done: *12

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Busy Camp-On

Camp-On: *37 (during busy signal)

What It Does:

• Called extension is busy
• Instead of waiting, press *37
• System monitors extension
• When extension becomes free, rings both parties
• Automatic callback when available

Use Cases:

• Important call, can't wait
• Busy executive
• Time-sensitive matter
• Alternative to leaving voicemail

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Intercom

Intercom Call: *30 + extension

Auto-Answer Intercom:

• Dials extension with auto-answer
• Recipient's speakerphone activates automatically
• Announce message without them lifting handset
• Quick communication for same-building

Use Cases:

• Quick questions/announcements
• Same floor/nearby offices
• Warehouse/factory paging
• Emergency announcements

Courtesy: Use for brief messages only. Long conversations should use regular calls.

See Paging/Intercom for details.

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Force Drop

Force Disconnect: *36 + extension (if authorized)

Purpose:

• Emergency disconnect of active call
• Administrator/supervisor function only
• Used for policy violations, emergencies
• Immediately terminates call

Authorization Required: Restricted to managers and admins.

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Presence Status

Set Status: *38 + status code

Status Codes (typical):

*38-1: Available
*38-2: Busy
*38-3: In Meeting
*38-4: On Break
*38-5: Out of Office
*38-6: Be Right Back

What It Does:

• Updates presence status
• Visible on shared panel/directory
• Integrates with UC client
• Team sees availability

Benefits:

• Team coordination
• Reduces interruptions
• Visibility of availability
• Professional communication

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Query Extension

Hear Your Extension: *65

Usage:

• Dial *65 from any phone
• System announces: "You are calling from extension 1234"
• Useful at shared phones, conference rooms
• Quick way to identify current phone's extension

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Business Hours Override

Enable After-Hours Mode: *280
Disable After-Hours Mode: *281

Purpose:

• Manually override time-based routing
• Switch to after-hours mode during business hours (holiday, closure)
• Or business hours mode after hours (special event, overtime)

Use Cases:

• Early closure (weather, emergency)
• Holiday hours
• Special events
• Testing after-hours routing

Authority: Typically manager/administrator only.

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Boss-Secretary Feature

Boss Screening: *50
Boss Filter: Configure in portal

Secretary Screening Workflow:

1. Call to executive routes to assistant first
2. Assistant sees executive is destination
3. Assistant answers: "Executive Office, how may I help you?"
4. Caller states purpose
5. Assistant decides:
   • Transfer: ** + boss extension (if appropriate)
   • Voicemail: Send to boss's voicemail
   • Take Message: Note message for boss
   • Block: Politely decline (if spam/sales)

Executive Configuration:

• Routes all calls through assistant
• VIP bypass list (direct to executive)
• Time-based (screening only certain hours)
• Override (disable screening when needed)

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Pause Reason

Set Pause Reason: *47 + reason code

Pause Reasons (call center):

*47-1: Break
*47-2: Lunch
*47-3: Training
*47-4: Meeting
*47-5: After-Call Work (ACW)
*47-6: System Issue

Purpose:

• Track why agents unavailable
• Reporting and analytics
• Workforce management
• Compliance (required breaks)

Reporting:

• Time in each pause state
• Adherence to schedules
• Break patterns
• System issue tracking

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Speed Dial Codes

System Speed Dial: ## + code
Personal Speed Dial: *75 + code

See Speed Dial for complete documentation.

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Feature Code Summary

Essential Codes

Feature	Code	Description
Voicemail	*97	Access your voicemail
Call Forwarding	*72 / *73	Enable/cancel forwarding
DND	*78 / *79	Enable/disable Do Not Disturb
Transfer	*2 or **	Blind or attended transfer
Pickup	*3	Pickup ringing call
Parking	*7 / *6	Park or retrieve call

Advanced Codes

Feature	Code	Description
Queue Login	*45 / *46	Agent login/logout
Monitoring	*33 / *34 / *35	Listen/whisper/barge
Hot Desk	*11 / *12	Login/logout from phone
Intercom	*30	Auto-answer intercom
Speed Dial	## or *75	Dial stored numbers
Presence	*38	Set availability status

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Quick Reference Card

Print this for desk reference:

COMMON FEATURE CODES

Voicemail:
*97 - Check voicemail
*98 - Direct voicemail access

Call Forwarding:
*72 - Forward all calls
*73 - Cancel forwarding

Do Not Disturb:
*78 - Enable DND
*79 - Disable DND

Call Handling:
*2 - Blind transfer
** - Attended transfer
*3 - Call pickup
*7 - Park call
*6 - Retrieve parked call

Speed Dial:
## + code - System directory
*75 + code - Personal speed dial

Queue (Agents):
*45 - Login
*46 - Logout
*47 - Pause
*48 - Unpause

For support: ext 200 or [email protected]

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Additional Resources

For detailed information on each feature:

• Basic Settings - DND, Call Waiting, Caller ID
• Call Recording - On-demand recording
• Call Transfer - Blind and attended transfer
• Call Forwarding - Forward calls to other numbers
• Call Pickup - Answer calls for others
• Call Parking - Park calls for retrieval
• Voicemail - Voicemail access and management
• Speed Dial - Quick dial stored numbers

For administrative configuration, see the Admin Guide.