Call Forwarding Codes

Call forwarding allows users to forward their calls to another number. Multiple methods are available for doing this.

Hot Desking (*70)

Hot desking can minimize the need for office space and is often used as a cost-reduction method. It allows multiple users to use the same desk and phone, although at different times. Hot desking can be used on a temporary or permanent basis. In either case, once the user activates the hot desking feature, all calls made to the user’s extension (or as part of a hunt group or agent group) will be routed to the new extension or destination. Outbound calls from the hot desking phone will reflect the user’s caller-ID.

It is not expected that other significant inbound traffic is routed to the originally registered extension. This fact suggests that offices use “virtual” and “real” extension numbers:

  • Real extension numbers are used for employees with a fixed location (e.g., switch board, management).
  • Virtual extensions are not registered. They are used simply for routing calls to a specific user.

Note: If users would like to route their calls to a colleague who is covering for the day, they can use either the Redirection star code (*71) or the Redirection settings from the web interface.

To log into a hot desk:

Note: Users must set their voicemail PIN before they can use the Hot Desking feature.

  1. Go to the phone where you will be hot desking.
  2. Dial *70 and press the confirm button on the telephone keypad.
  3. Enter your extension number when prompted.
  4. Enter your voicemail PIN code for the extension number when prompted.

The system will acknowledge that the Hot Desking feature is in service.

Note: The system will automatically log a user out of a hot desk each night. Also, after activating the hot desk feature, users will be notified via email that a status change has been initiated on their extension.

To log out of a hot desk:

To log out of a hot desk, users must dial *70 and their extension number from either the location that is currently registered as a hot desk or from a phone that has been configured to their extension. The system will acknowledge that hot desking is no longer in service.

Note: Hot desking has limitations. Telephone preferences, such as ring tones, address book programming, etc., cannot be moved to another desk.

Call Forward All Calls (*71/*72)

The Call Forward All (*71) feature allows users to redirect all calls to another number (e.g., to a colleague who is answering the user’s phone).

  1. Dial *71 and press the confirm button on the telephone keypad.
  2. Enter the call forwarding number once the announcement is complete.
  3. Press the # key. The system will repeat the number and then hang up. If you want to change the forwarding number, just call *71 again.
  4. To deactivate, press *72, then press the * key when prompted. The announcement will indicate that call forwarding has been turned off.

Users do not need physical access to their phone to modify this setting. This setting can also be activated from the Redirection settings of the web interface.

Call Forward on Busy (*73/*74)

The Call Forward on Busy (*73) feature allows users to forward calls to another number if their extension is busy. This feature is typically used for redirecting calls to a team member or colleague to ensure that all incoming calls are answered. To activate:

  1. Dial *73 and press the confirm button on the telephone keypad.
  2. Enter the call forwarding number once the announcement is complete.
  3. Press the pound key #. The system will repeat the number and then hang up. If you want to change the forwarding number, just call *73 again.
  4. To deactivate, dial *74. The announcement will indicate that call forwarding has been turned off.

Users do not need physical access to their phone to modify this setting. This setting can also be activated from the Redirection settings of the web interface.

Call Forward on No Answer (*75/*76)

The Call Forward on No Answer feature allows users to redirect calls when the extension has not picked up after a certain time. This feature is typically used to redirect a user’s incoming calls to an assistant or secondary phone. To activate:

  1. Dial *75 and press the confirm button on the telephone keypad.
  2. Enter the call forwarding number once the announcement is complete.
  3. Press the pound key #. The system will repeat the number and hang up. If users want to change the forwarding number, they must dial *75 again.
  4. To disable this feature, dial *76. The announcement will indicate that call forwarding has been turned off.

The length of time the system will wait before forwarding the call is determined by the also be activated from Call forward on no answer timeout setting of the web interface. Keep in mind that the voicemail timeout (see Time until user’s mailbox picks up ) works in tandem with the no-answer timeout. If the voicemail timeout kicks in before the no-answer timeout, the call will go to voicemail. Both of these settings can be set at the domain, but users can override these settings.

Do Not Disturb (*78)

Do Not Disturb or DND allows users to silence their phone for all incoming calls, even calls made to a hunt group or agent group. When DND is activated, all calls will stop, including those redirected to the cell phone. However, the system will still call the user’s cell phone though if a message has been received while DND is activated and the user has activated Call cell phone when new message arrives.

  1. To activate DND, dial *78 and press the confirm button on the telephone keypad.
  2. Dial *79 to deactivate.

Notes:
If the DND button on the phone is used to activate DND, this will not stop the user’s cell phone from ringing. It will affect only that phone. To stop all phones from ringing, the user will need to activate the *78 star code so that the system will know to put all phones that have been configured to the extension into DND.

DND can be overridden by someone who has DND override permission (see Call the following extensions even if DND is set). Typically, this is a secretary who needs access to the boss, regardless of DND status. DND takes precedence over Call Forwarding, as the latter cannot prevent hunt group calls from reaching the user’s extension.

To create a toggle-like effect (activate/deactivate) for DND for use with buttons, use matching star codes (e.g., *78/*78 or *79/*79) on the star codes page at the domain level.

Set Night Mode for Domain Accounts (*80)

This feature allows users to forward domain accounts (e.g., auto attendant, hunt group, etc.) to their own extension. Before this feature can be used, permission for each account must be activated by the administrator. Permission is set from the extension's Permissions tab.

  • To forward all auto attendants, hunt groups, and agent groups of the domain, *80 must be used without an argument.
  • To forward only a specific account, the account must be specified after the star code.
  • To disable this feature, enter a star in place of the call forward number.