In-call Features are dial commands that can be used during calls to place a call on hold, transfer the call, etc.
In-call features work on:- Inbound calls
- Outbound calls
- Endpoints
- Calls forwarded off-net
List of in-call feature dial codes:
- Attended Transfer – [*][2]
- Grab back transferred call – [*][0]
- Transfer call to Voicemail – [*][2][*][extension]
- Call Parking - [*][6] BETA- See How To
- Call Recording – [*][7]
- Placing a call on hold – [*][8]
- Call Blocking/Unblocking – [*][9]
In-Call Features How To
*2 Transfer
How to use
- Dial *2
- Other end hears hold music
- You hear "Please enter an extension followed by the pound sign"
- Enter an extension or phone number
- Press #
- Optionally stay on the phone to talk to the person you are transferring to
- Hang up to complete the transfer
To cancel
- After dialing *2 but before entering an extension → press #
- After dialing *2[extension]# → press *0 (Here is what the flow looks like: A calls B, B transfers to C, B pressing *0 terminates call between B and C, leaving A and B still connected)
Invalid entry
- Upon invalid entry, caller hears "That was an invalid entry" and is returned to the caller
- In order to try again, dial *2 again
Caller ID
- Assuming A is on a call with B, and B transfers to C
- B's caller ID is shown on C's phone while ringing
- A's caller ID is shown on C's voicemail (if C is an extension AND the call goes to voicemail. Does not work for calls to DIDs, only calls directly to extension numbers)
- When transferring from off-net (i.e. DID > Fwd Call: off-net), the transfer will appear as coming from the account's default extension or from a random extension.
NOTE: There will be two call logs entries: the original call and a second outbound call for the transfer
*2* Voicemail Transfer
Behaves the same as *2, except that it goes straight to the extension's voicemail. This is STILL an attended transfer and requires the transferer to hang up to complete the transfer.
How to use
- Dial *2
- Dial *[ext]#
- Hang up
Caller ID
- Assuming A is on a call with B, and B transfers to C
- A's caller ID will be on the voicemail
*6 Call Parking (Beta) Must be enabled by our support team in order to participate in the Beta testing of this feature
How to use
- Dial *6
- Parkee hears hold music
- Parker hears the parking extension where the parkee was placed
- Another extension can call that parking extension directly to "pick up" the call
- Parking extensions have a timeout of one minute (this may change), after which the call will be returned to the parker.
*7 Call Recording
Works whether the account has recording enabled or not.
How to use
- Dial *7
- You hear a message saying if call recording has started or stopped.
- Other end does not hear anything.
- Press *7 as many times as you want during a call to start or stop recording.
- Recording is available in the call logs.
Notes
- If there are multiple sections recorded, they will be concatenated into one recording available in the call logs.
- If recording was already enabled at the system level, *7 will STOP the recording (e.g. useful if you are taking a payment over the phone and don't want to record a caller's credit card number).
- If call recording beep is enabled, *7 will start or stop it as appropriate.
*8 Hold
Uses system hold music.
How to use
- Dial *8
- Other end hears hold music
- You hear "Press any key to return to the call"
- You can press any key to return to the call.
*9 Block Caller
How to use
- Dial *9
- If other end is NOT on the Spam Callers List, they are added to it.
- If other end IS on the Spam Callers List, they are removed.
- Blocker hears "This caller has been blocked" or "This caller has been unblocked".
- Blockee does not hear anything.
- Call continues.
Does not work for:
- Calls from anonymous caller ID
- Extension-to-extension calls
NOTE: You can dial *9 multiple times in a call to block/ unblock