Chapter
23
STAR CODES
Star codes are two-digit numbers prefixed with a star (*) and are used to instruct the
system. Each star code maps directly to an action of the system, allowing users to
quickly access snom ONE features, such as Do Not Disturb (DND), call forwarding,
and a host of other features. All users across the domain have access to the same set of
star codes and can access the list by logging into their account and going to Lists > Star
Codes.
This chapter provides instructions on how to use each star code with snom phones. In
most cases, once the star code has been entered, the confirmation button (the confirm
button) must be used to indicate that the dialing is complete.
Administrators may define their own plan for star codes, and for a few situations, the
star codes will need to be modified. For example, when configuring an Agent Log In/
Agent Log Out toggle button, the star codes must be identical (e.g., *64/*64). This applies to Call Park and Call Park Retrieve also (e.g., *86/*86).
Star codes must begin with a star and include only two digits. Codes 01–60 are reserved
for speed dialing.
Figure 23-1 displays the list of star codes that are available on snom ONE.
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430
Making Calls
Call Forwarding
*66
Redial
*70
Hot Desking
*69
Call Return
*71
Call Forward All (Activate) 2
*90
Intercom 1
*72
Call Forward All (Deactivate)
*73
Call Forward Busy (Activate)2
*74
Call Forward Busy (Deactivate)
*75
Call Forward No Answer (Activate)2
*76
Call Forward No Answer (Deactivate)
*78
DND (Activate)
*79
DND (Deactivate)
*80
Set Night Mode for
Domain Accounts3
Transferring Calls
*77
*85
*86
*87
Transfer2
Call Park
3
Call Park Retrieve3,5
Call Pickup3,5
Voicemail
Anonymous Calls
*95
Send Voicemails as Emails (Activate)
*96
Send Voicemails (Deactivate)
*67
Block CID (Activate)
*68
Block CID (Deactivate)
*97
Go to Voice Mail
*88
Block Anonymous Calls
*98
Record New Greetings
*99
Clear the Message Indicator
(Activate)
*89
Block Anonymous Calls
(Deactivate)
1.
2.
3.
4.
5.
Call Center
*64
Agent Log In3, 5
*65
Agent Log Out3, 5
*81
Call Barge In1
*82
Teach Mode1
*83
Listen In1
Cell Phones
*51
Retrieve Call from Cell Phone
*52
Move Current Call to Cell Phone
*00
Call Cell Phone of the Extension1
Miscellaneous
*53
Conference
*61
Show Account Balance
*62
Wakeup Call
*63
Request Call Details
*84
Clean up an Extension
*91
Add to White List
*92
Add to Black List
*93
Record ON4
*94
Record OFF4
An extension number is required after these star codes.
A destination number (e.g., an extension or an external number) is required after these star codes.
An argument is optional for these star codes.
These codes are used during a conversation; the tones are audible and can be heard by the connected party.
These star codes must be identical to one another (e.g. *64/*64 and *86/*86) when configurated as a toggle button.
Figure 23-1. snom ONE Star Codes
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431
Basic Star Codes
Redial a Number (*66)
Redial (*66) allows users to redial the last number that was called from their phone. The
Call Log (page 420) can also be used to dial the last number dialed.
*
6
6
Call Return (*69)
Call Return (*69) will dial the number of the call that was received last. The number
will be available until a call has been established to that number—not necessarily connected, which can help prevent users from calling back the same person twice. (If the
user executes *69 and discontinues the call during its ring state though, *69 will not be
able to access that number again unless the caller rings again.)
*
6
9
Notes:
If a user reaches an external mailbox, the system will handle the Call Return as if the
call had been successfully established and will clear the number. If the user reaches a
mailbox of another extension on the system, the Call Return number will not be cleared
and the user will be able to make successive attempts at reaching that extension by dialing *69. The system will store a Call Return number only for calls that contain a valid
caller-ID.
Telephones that share the same extension number will share the same redial and Call
Return number.
The Call Log (page 420) can also be used to dial the last number received.
Intercom (*90)
The Intercom feature mimics the old secretary-boss intercom systems and can be
thought of as a one-part page with two-way audio. Intercom is used to communicate
Deploying the snom ONE IP Telephone System
432
with one other person. The other party must have a separate extension number, as the
Intercom feature will not work between two phones that are registered to the same
extension. The Intercom feature will also not work when multiple registrations are
involved with the receiving extension.
To activate:
1.
Set the user’s Call Permission settings for intercom (see page 174).
2.
3.
Dial *90 and the extension you would like to intercom.
Press the confirm button on the telephone keypad.
*
9
0
15
2
3
You can now begin conversing with the other party.
Transferring Calls
Transfer Calls
Calls can be transferred using the Transfer button on the phone or star codes. The system supports two types of call transfers: blind transfer and attended transfer.
Blind Transfer
When the user activates a blind transfer, the call is transferred with no knowledge as to
whether the receiving party will be available to receive the call. A blind transfer can be
used for transferring calls to voicemail or the cell phone.
1.
Press the Transfer button on your phone, or press Hold and dial *77.
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2.
433
Enter the extension number (or phone number) of the recipient.
A blind transfer offers no confirmation of call connectivity. If the number is busy or
does not exist or no one picks up, the user will not be notified.
Attended Transfer
When using attended transfer, the user must speak with the party who is receiving the
call to ensure that the call can be received.
1.
2.
3.
Put the caller on hold (using the phone’s Hold button). The LCD will display
the call that is on hold.
Enter the destination number.
Once the party on the receiving end is prepared to take the call, press the
Transfer button twice (the first Transfer connects the call; the second Transfer
clears the music so that the parties can speak. (If the phone does not have a
Transfer button, *77 can be used to transfer the call.)
Users do not need to press the Hold button to free the call. If the person is not
available to take the call, the user can press the Hold button to reclaim the call
and discuss the available options with the caller.
Hold
5
0
85
Transfer Transfer
Transfer a Call Directly to Someone’s Voicemail
The systems administrator must enable a direct dial prefix before users can “blindly”
transfer a call to another user’s voice mail. The default for direct dial is “8” (see page
100 for details on this setting).
1.
2.
3.
4.
Put the call on hold using the Hold button on your telephone keypad.
Press the Transfer key. (If your phone does not have a Transfer button, dial
*77 to transfer the call.)
Enter the mailbox prefix number.
Enter the extension number.
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Hold
1
8
Transfer
2
35
*77
The caller will be transferred to the extension’s voicemail. Because the caller will
bypass the voicemail timeout, the caller will not hear any ringing. This method
does not need to involve an outside caller. To call a person’s mailbox directly,
the user can dial 8123.
8
1
2
35
Call Park (*85) and Call Park Retrieve (*86)
Call Park allows the user to send a caller to someone whose whereabouts (within paging
proximity) are not known. The receiving party uses Call Park Retrieve (*86) to retrieve
the call.
Scenario: A call comes in for Diane, but you do not know where she it, so you put
the customer on hold, dial *85, and press the confirm button. You then page Diane,
“Diane, you have a call on extension 509” (509 is the extension on which the call was
received). Diane executes the Call Park Retrieve (*86) feature, dials 509, and retrieves
the call. Park orbits can also be used for parking calls (rather than using your extension). When using a park orbit, enter the extension number of the park orbit after *85.
Park a call on your own extension
1.
2.
Put the call on hold (music plays in the background). If your phone does not
have a Hold button, refer to the user guide that came with your phone.
Press *85 to park the call, then press the confirm button on your telephone
keypad.
Hold
*
8
5
An announcement will indicate that the call has been parked. At this point, the
call can be retrieved by any extension by dialing *86 and the extension number
on which the call has been parked.
Chapter 23: Star Codes
*
8
6
1
2
435
3
If the call is not picked up within a specified time (default is 1 minute), the user
will receive a call from the system as a reminder of the waiting call.
Park a call on a specific extension:
The system administrator may configure specific park orbits (e.g., 800, 801, 802, and
803) on the system so that all users can park calls to the same place. This is useful for
monitoring parked calls and buttons, as well as for applications that need to park calls.
Park orbits also ensure that voicemail does not pick up.
1.
Put the call on hold (music will play in the background).
2.
3.
Press *85 to park the call.
Enter the extension number.
Hold
1
25
5*
8
5
35
An announcement will indicate that the call has been parked. At this point, the
call may be retrieved by any extension (which has permission) by dialing *86
and the extension number on which the call has been parked.
1
5*
8
25
35
6
Call Pickup (*87)
Call Pickup allows users to pick up a ringing phone. It can be used to pick up calls ringing into a specific extension or for ringing calls in general, including calls ringing into a
hunt group or agent group.
Note: When compared to Call Park Retrieve, Call Pickup is associated with a sense of
urgency (i.e., the user must pick up the ringing phone before the call goes to voicemail.)
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436
With Call Park Retrieve, the caller is already in the system, so there is not as much of a
hurry.
Before users can use Call Pickup, they must first put their last call on hold so that the
system does not interpret and execute the star key during calls made to external systems
that also use star keys.
Directed Pickup
1.
2.
3.
Dial *87.
Dial the extension on which the call is ringing.
Press the confirm button on the telephone keypad.
15
*
8
2
3
7
General Pickup
Call Pickup can also be used without specifying an extension. To activate, dial *87 and
press the confirm button on the telephone keypad.
*
8
7
The system searches for calls to pick up in the following order:
• Hunt groups: For a call that is headed for a specified hunt group, the system
will reroute the call to the extension that dials the pickup code. If several calls
ring the hunt group, then the system will pick up only the first call that was
routed to the hunt group.
•
Extensions: When the account number is an extension, the system searches
for calls that go directly to the specified extension. These calls can come from
an auto attendant or through direct extension dialing. Calls that ring the
extension due to it being part of a hunt group or agent group will not be affected by Call Pickup.
•
Agent groups: As with the hunt group, the system picks up a call from the
specified agent group. For calls in the ringing state, the system picks the first
Chapter 23: Star Codes
437
call that is in that state. Otherwise, the system picks the call that entered the
queue first.
Conferencing
This section covers conference-related star codes and the three-way conference that users can be set up from the phone. For information on others types of conferencing, see
Chapter 12.
Three-Way Conferences
Users who have Hold and Conference buttons can create a three-way conference using
the phone:
1.
2.
Put the initial party on hold by pressing the Hold button on the phone.
Dial the extension or external number of the new party, and press the confirm
button on the telephone keypad.
When the new party picks up, press the Conference button to merge the calls.
3.
Hold
9
7
8
15
2
3
4
5
6
75
Conf.
Note: This method of three-way conferencing may affect the network usage and call
quality since numerous calls are being processed and merged together.
Conference (*53)
The Conference (*53) feature allows the user to quickly bring someone into an in-session conference, even though the person is not part of the participant list. The new
party can be on a cell phone or regular phone. The benefit of this feature is that the
new party is required to do nothing but answer the phone (conference number and
access code are not needed). The party in charge of the conference simply needs to call
the new party (from a line that is separate from the conference) and use *53 to join the
party to the conference.
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438
Scenario: You’re in the middle of a conference call and you realize you need the input
of someone who is not present in the conference. The individual happens to be traveling to a meeting, so you call the person on his cell phone and then connect him to the
conference using the Conference feature.
To bring the party into the conference:
1.
Call the party from a different phone line.
(Use the *00 feature if you need to access the individual’s cell phone but do not
know what that number is.)
2.
3.
Place the call on hold.
Enter *53, then press the confirm button on the telephone keypad.
9
7
5
35
8
1
2
35
4
5
6
75
Hold
Line 2
*
Anonymous Calls
Block Caller-ID (*67)
Block Caller-ID (*67) allows users to keep their phone number and name hidden from
the parties they call. It also prevents called parties from looking the user up in an address book and initiating a callback. Calls from one extension to another extension will
not be affected by *67. These calls will always reflect the caller-ID.
1.
Dial *67 and press the confirm button on the telephone keypad.
*
6
7
The user will hear an announcement indicating that the caller-ID will be
blocked for all future calls.
2.
Note: Caller-ID is always presented for internal calls.
Dial *68 to re-enable your caller-ID.
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*
6
439
8
Reject Anonymous Calls (*88)
Users can reject anonymous calls by dialing *88 and pressing the confirm button.
*
8
8
To re-allow anonymous calls, users must dial *89 and press the confirm button.
Note: If a user has set Call Forward to busy condition (page 412), the system will forward anonymous calls to the designated destination (e.g., an assistant). This will ensure
that the user’s anonymous calls are screened before the user takes the call. If the user has
not set Call Forward to busy, the system will announce to the caller that the call cannot
be taken because of the blocked caller-ID.
Other options are available for handling anonymous calls, such as screening the calls or
using the Ask for name setting (page 411).
Forwarding Calls
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:
Deploying the snom ONE IP Telephone System
440
•
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 (page 410).
To log into a hot desk:
Note: Users must set their voicemail PIN before they can use the Hot Desking feature.
1.
2.
3.
4.
Go to the phone where you will be hot desking.
Dial *70 and press the confirm button on the telephone keypad.
Enter your extension number when prompted.
Enter your voicemail PIN code for the extension number when prompted.
1
7
*
2
0
3
PIN
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.
1
*
2
7
3
0
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441
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.
2.
3.
Dial *71 and press the confirm button on the telephone keypad.
Enter the call forwarding number once the announcement is complete.
Press the # key.
95
*
7
1
7
8
1
2
3
4
5
6
7
#
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 web interface (page 411).
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.
2.
3.
Dial *73 and press the confirm button on the telephone keypad.
Enter the call forwarding number once the announcement is complete.
Press the pound key (#).
95
*
7
3
7
8
1
2
3
4
5
6
7
#
442
4.
Deploying the snom ONE IP Telephone System
The system will repeat the number and then hang up. If you want to change the
forwarding number, just call *73 again.
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 web interface (page 412).
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.
2.
3.
Dial *75 and press the confirm button on the telephone keypad.
Enter the call forwarding number once the announcement is complete.
Press the pound key (#).
95
4.
*
7
5
7
8
1
2
3
4
5
6
7
#
The system will repeat the number and hang up. If users want to change the
forwarding number, they must dial *75 again.
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 Call forward on no answer timeout setting on page 101. Keep in mind that
the voicemail timeout (see Time until user’s mailbox picks up on page 98) 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 (page 413) if administrators have not
blocked user access (Figure 2-6).
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443
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 (page 414).
1.
To activate DND, dial *78 and press the confirm button on the telephone
keypad.
*
2.
7
8
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 on page 174. 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.
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
Permission tab (page 173).
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444
To forward all auto attendants, hunt groups, and agent groups of the domain, *80 must
be used without an argument:
5
5*
3
8
0
3
#
To forward only a specific account, the account must be specified after the star code:
5
5*
3
8
0
3
#
7
7
7
To disable this feature, enter a star in place of the call forward number:
5*
8
0
5*
Call Center Features
Call monitoring features must be used with caution. Please consult corporate and government regulations to determine whether these features are permitted in your environment. Illegal listening to phone calls is a severe crime, and system administrators must
be aware of this.
Many call center features are available only if extensions have been given permission to
use them. These settings are controlled by the domain administrator and are located in
the user’s Permission tab (page 173).
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445
Agent Log in/Log out (*64/*65)
The Agent Log In/Log Out star codes allow agents to log in and out of agent groups.
Agents can use these codes to log themselves in at the beginning of a shift and then log
back out when finished. Before agents can activate the log in/log out (*64/*65) features,
agents must be given permission by the administrator. Agent groups are discussed in
detail in 11.
To log out of all agent groups:
*
6
4
Log in
*
6
5
Log out
Agents who are members of numerous agent groups will need to specify which agent
group they would like to log in or out of. Otherwise, they will be logged out of all agent
groups. Using the sample shown below, the agent will be logged out of agent group
666 and will retain logged-in status for all other agent groups.
*
6
5
6
6
6
Log out of 666
Call Barge (*81)
Call Barge allows a user to barge into an existing call between two people. Typically,
the person barging into the call is either a secretary reminding the boss about another
appointment or a co-worker in the next cube needing help on a call. Both parties can
hear the third person come into the call and can hear the third person. Users cannot
Deploying the snom ONE IP Telephone System
446
activate Call Barge unless permission has been given by the domain administrator (page
173).
To activate Call Barge:
1.
2.
Dial *81 then enter the extension you would like to interrupt (e.g., *81508,
where 508 is the extension).
Press start on the telephone keypad.
*
8
1
1
2
3
Call Teach Mode (*82)
Call Teach mode allows a third party to call into an existing call and communicate
with one of the participants without the other person knowing. This is typically useful
in a call center when a trainer wants to offer tips to a new agent without the customer
knowing. This mode is sometimes referred to as “whisper mode” because the agent’s
phone must have an especially good echo cancellation so that the customer hears no
background echo. Users cannot activate Call Teach unless permission has been given by
the domain administrator (page 173).
To activate Call Teach mode:
1.
2.
Dial *82, then enter the extension number that should hear your voice.
Press the confirm button from the telephone keypad.
*
8
2
1
2
3
Listen In (*83)
Listen In mode allows a third party to listen in without being detected. The two parties
speaking to each other are not notified about the listen-in and have no idea that a third
party is on the phone. Users cannot activate Listen In unless permission has been given
by the domain administrator (page 173).
To activate Listen In:
1.
Dial *83, then enter the extension number that you would like to monitor.
Chapter 23: Star Codes
2.
447
Press the confirm button from the telephone keypad.
*
8
3
1
2
3
Miscellaneous
Show Account Balance (*61)
This feature allows users to hear the balance of their pre-paid calling card account. To
get the balance, users simply enter *61 (followed by the confirm button) from the
extension the pre-paid card is configured to. For more information on the pre-pay
feature, refer to Chapter 16.
Wakeup Call (*62)
The Wakeup Call (*62) feature allows users to receive automatic wakeup calls from the
system. Though this feature is used primarily in hospitality environments, it can also be
used on an individual basis.
1.
Dial *62.
2.
3.
Press the confirm button.
Enter the wakeup time in 24-hour format (HHMM); for example, 0715 (for
7:15 a.m.) and 1915 (for 7:15 p.m.).
0
*
6
2
7
1
5
The system will confirm the wakeup call. To cancel a wakeup call after it has
already been confirmed, users must press the star (*) key.
Note: Wakeup calls cannot be transferred to other registered devices (i.e., the
wakeup call will not ring the user’s cell phone).
Deploying the snom ONE IP Telephone System
448
Request Call Details (*63)
The Request Call Details (*63) feature allows users to request the details of a call (callerID, call duration, and time of call). The information will be sent to the user’s email
address. This feature is handy and prevents the user from asking for contact information
from the caller.
To activate the Request Call Details feature:
1.
Dial *63 and press the confirm button on the telephone keypad.
*
2.
6
3
Retrieve the message in your email.
Clean up an Extension (*84)
This feature allows users to quickly clean up an extension. This makes it ideal in hospitality environments, as it can be used to clear an extension of its messages after guests
have checked out and before new ones arrive. It can also be used to clean up extensions
of employees who have left the company. Users cannot activate this feature unless
permission has been given by the domain administrator (page 173).
Add to White List (*91)
This feature allows users to add a contact to the white list of their personal address
book. White list contacts receive preferred treatment. They are not required to say their
name before speaking with the user, and they can receive a callback when the user’s
extension becomes available.
1.
2.
Dial *91.
Press the confirm button.
If the number does not already exist in the user’s address book, the system will automatically create an entry for the number.
*
9
1
Users can edit the address book entry from the web interface (page 425).
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449
Add to Black List (*92)
This feature helps users avoid unwanted contacts (e.g., unwanted callers, fax spammers,
etc.). Once a caller is on the black list, the user’s Incoming anonymous call setting will
determine how that call is treated. If the caller should be rejected, then the system will
reject that call. Otherwise, the system will carry out whatever instruction the user has
configured. The Incoming anonymous call setting is detailed on page 411.
1.
2.
Dial *92.
Press the confirm button.
*
9
2
If the number does not already exist in the user’s address book, the system will automatically create an entry for this number. Users can edit the address book entry from the
web interface (page 425). Black list contacts are not allowed to camp on an extension.
Call Record (*93/*94)
Call Record allows users to record a conversation between themselves and another party.
This feature is handy when it is critical that a user remember the contents of a particular call. Users should check state and federal laws before recording calls. To activate the
record feature, dial *93 on the telephone keypad. To deactivate, dial *94.
*
9
3
Record ON
*
9
4
Record OFF
The recording can be retrieved from the user’s mailbox from the web interface (Lists >
Mailbox), as shown below.
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Chapter
24
VOICEMAIL
Following is a brief overview of what users can do with their voicemail account:
Table 24-1. Voicemail Features
Feature
Functionality
MultipleUsers can choose which type of announcement callers will
announcement modes hear when calling their extension. Choices are anonymous announcement, name, or a personal greeting
Convenient voicemail Users can access their voicemail from their desk phone,
accessibilitycell phone, or any external phone.
VoicemailUsers can specify the number of seconds that their extentimeoutsion should ring before voicemail picks up.
Shared mailbox access If the extension is being used as a group mailbox, all parties can access the voicemail from their own extension.
Cell phoneThis feature allows users who have chosen not to forward
notification of newcalls to their cell phone to still receive a voicemail notificavoicemailtion on the cell phone when a new message arrives.
Email notification of This feature allows you to receive your voicemail as email
new voicemailattachments.
Transfer a caller toIf the systems administrator has enabled a direct dial
another extension’snumber, users will be able to “blindly” transfer a call to
voicemail.someone else’s voicemail. Because the caller will bypass the
voicemail timeout, the caller will not hear any ringing.
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452
Setting up the Voicemail Account
Changing the PIN
Users will need a voicemail PIN in several areas of snom ONE (e.g., when accessing their
voicemail from an outside phone, when using the calling card feature, and when hot desking). Domain administrators can set a requirement for the minimum number of digits
that users will be required to use for a PIN (see page 99). At least four or five digits is
recommended. The PIN can be changed by the user as follows:
1.
2.
3.
4.
Dial extension number (if messages are waiting, press * to skip to the main
menu).
Press 2.
Enter new access code.
Press 1 to confirm.
Note: Users can also set their PIN from the web interface (page 407).
Record Your Name
This recording will be used in announcements to all callers. Users can choose not to
record their name. The system will recite the extension number instead. The user’s name
can be recorded as follows:
1.
2.
3.
4.
Dial your extension number (if messages are waiting, press * to skip to the main
menu).
Press 3.
Begin recording your name.
Press the # sign.
From here, users can listen to the recording (press 1), choose to use the recording (press 2), record again (press 3), or delete the recording and return to the
previous menu (press 4).
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453
Record a Personal Welcome Message
1.
Dial extension number (if messages are waiting, press * to skip to the main
menu).
Press 4.
Record your personal greeting.
Press the # sign.
2.
3.
4.
From here, users can listen to the recording (press 1), choose to use the recording (press 2), record again (press 3), or delete the recording and return to the
previous menu (press 4).
Accessing the Voicemail System
The main menu of the voicemail system is shown in Figure 24-1:
1. Hear Your Messages
2. Change Your PIN
4. Record a Greeting
Enter your new access code.
Record your greeting* and
press the # sign. Then choose
from the following options:
1
Start reverse playback
2
Stop/resume playback
1
Use the access code.
3
Start fast-forward playback
*
4
Hear the message again
Return to the main menu
without using the new
access code.
5
Play message with envelop
information (date, caller-ID).
6
Move or copy
To move message, press 1.
To copy message, press 2.
3. Record Your Name
To record a comment,
press 3.
7
Delete
8
Call back
Listen to recording
2
Use recording
1
Greeting 1
3
Record again
2
4
Delete recording
Greeting 2
.
.
.
9
Greeting 5
*You can record up to five
greetings.
5. Record a Message
To confirm the callback,
press 1.
1
Listen to recording
To cancel the callback,
press *.
2
Use recording
9
Skip
3
Record again
1
Move message
0
Help
4
Delete recording
2
Copy message
Figure 24-1. Main Menu
Choose a greeting from the list
provided by PBX . You can have
up to five choices:
1
Star code: *98
Record your name and press
the # sign. Then choose from
the following options:
9. Select a Mailbox
Greeting
Record your message and
press the # sign. Then choose
from the following options:
Deploying the snom ONE IP Telephone System
454
Users can access the voicemail system using any of the following methods:
Listen to the messages from your main phone: Dial *97 and press the confirm button
on the telephone keypad. (Another way to listen to your messages from your phone is
by dialing your extension number.)
Listen to the messages from your cell phone: Dial into the main number and press 3
once you hear the auto attendant. The auto attendant will recite your messages and then
deliver the prompts shown in Figure 24-1.
Listen to the messages from an outside phone:
1.
2.
3.
4.
Dial into the main number.
From the auto attendant, enter your extension number or if you know the
direct dial prefix (8 is default), dial the prefix plus your extension (i.e., if your
extension is 511, then enter 8511).
Press the star (*) key; otherwise, you will be prompted to leave a message.
Enter your voicemail PIN.
Example:
Main #
8
5
1
1
*
PIN
When users call their mailbox for the first time, they will be prompted to record their
name. The recording will be used when someone calls their extension from the auto attendant. Users will also be prompted to record a greeting, which they can opt to use in
place of their name. Once this has been established, anytime users call into their mailbox, the auto attendant will automatically recite their messages before delivering the
prompts shown in Figure 24-1 (users can press the * key to skip their messages and go
straight to the voice prompts).
Forwarding a Message
To forward a message to another recipient while listening to the message:
1.
2.
3.
4.
Press 6.
Press 1 to move the message to a single mailbox.
Enter the extension number.
Press #.
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455
To copy a message to another recipient(s) while listening to the message:
1.
2.
3.
Press 6.
Press 2.
Enter the extension number. When copying to multiple extensions, separate
them by the # sign.
Press ## when finished.
4.
Leaving Voicemail Messages
When users call another user, they have the option of receiving a callback (press 1) or
leaving a message (press 2). Once they leave a message and press the # key, the options
shown in Table 24-1 will be available.
Table 24-1. Options When Leaving a Voicemail Message
Key
1
2
3
4
0
9
Feature
Delete the message.
Record the message again.
Mark the message as urgent.
Mark the message as private.
Send the message and go to the operator.
Send the message and hang up.
Composing a New Message
Rather than leave a message directly on another user’s voicemail, users have the option
of composing a message and then moving it to another mailbox or copying it to multiple mailboxes.
1.
2.
3.
4.
5.
Call into your voice mailbox.
If you have messages waiting, press * to skip to the main menu.
Press 5 from the main menu.
Record the message.
Press the # sign.
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456
6.
Select an action:
•
Press 1 to move the message to a single mailbox.
• Press 2 to copy the message to one or more mailboxes. Use a # sign to separate multiple mailboxes.
• Press 4 to mark as urgent.
• Press 5 to mark as private.
Press ## when finished.
7.
Personal Greetings
Users can record up to five individual greetings. Greetings will remain on the system
and can be activated whenever users need them. See also Chapter 18 for detailed information on greetings in general.
Recording/Activating Personal Greetings
1.
2.
Dial *98 followed by the first greeting number (*1).
Press the Confirm button on the telephone keypad.
5*
5*
9
8
9
8
5*
5*
9
8
9
8
5*
9
8
5*
5*
1
Greeting 1
2
Greeting 2
5*
5*
3
Greeting 3
4
Greeting 4
5*
5
Greeting 5
If users need to re-record a greeting, they can activate the greeting and record
again (i.e., dial *98*6 followed by the confirm button to re-record message 6).
3.
Greeting 0 is the initial greeting that was activated at the time the user set up
the voicemail box.
To activate a greeting, users must dial their extension number, press 9, and
select the greeting they want to use (* will bring the user to the main menu of
the mailbox.)
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457
Hearing Your Personal Greetings
1.
2.
3.
Call into your voice mailbox.
Press * to skip to the main menu.
Press 9 from the main menu to hear your recorded greetings.
Advanced Features
Send a Voicemail Message Without Ringing Extension(s)
The voicemail system allows users to send voicemail messages to other users without
ringing their extension. This is done by calling the voicemail system rather than the
user’s phone.
Scenario: Suppose two employees, Mary and Jack, are working on a project, and Mary
has some information that Jack needs. Rather than phone him, she calls the voicemail
system and records a message for Jack. She then tells the voicemail system to send it to
Jack’s extension. The message is immediately put into Jack’s voice mailbox without his
phone ever ringing. Jack’s message waiting light immediately alerts him of a new message. The message can be sent to any number of additional employees.
To send a voicemail to multiple extensions without ringing extensions:
1.
Enter your extension into the telephone keypad.
2.
3.
4.
5.
This should bring you to the main menu of the auto attendant. If you hear your
message instead, press the * key on the telephone keypad.
Press 5.
Record your message, then press the # sign.
Press 2 to copy the message to an extension(s).
Enter the extension(s). Multiple extensions must be separated by the # key.
Press ## when finished.
1
1
1
#
2
2
2
#
#
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458
Transfer a Call Directly to Someone’s Voicemail
The system administrator must enable a direct dial number before users can “blindly”
transfer a call to someone else’s voicemail. The default for direct dial is “8.”
1.
2.
3.
4.
5.
Put the call on hold using the Hold button on your telephone keypad.
Press the Transfer key. (If your phone does not have a Transfer button, dial
*77 to transfer the call.)
Enter the mailbox prefix key.
Enter the extension number.
Press the confirm button on the telephone keypad.
Hold
Transfer
1
8
2
35
*77
The caller will be transferred to the extension’s voicemail. Because the caller will bypass
the voicemail timeout, the caller will not hear any ringing.
This method does not need to involve an outside caller. If you want to call a person’s
mailbox directly, you can dial 8123 followed by the confirm button.
8
1
2
35
Listen to Voicemail on Cell Phone
Users can configure their account so that the system rings their cell phone whenever
someone has left a voicemail. Even when DND has been activated, users will still be
notified of new messages. For more information on this feature, see page 414.
Voicemail Notification
Via Email
Users can receive voicemails in their email account (as WAV files) by enabling the Send
message as attachment setting (see page 416). Other settings are also available at this
page (go to Settings > Email).
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Via Cell Phone
If users have a cell phone (or another phone) configured to their extension, the system
can alert them whenever a new message has arrived in their voicemail (see page 414).
Even if the user’s phone is on DND (“do not disturb), the system will call the second
phone and let the user know that a new message is waiting.
Voicemail Feature Codes
This section covers the handful of star codes that are associated with the voicemail system (*95, *96, *97, *98, and *99).
Send Voicemail to Email Account (*95/*96)
Users that have an email account on the system can have their voicemail forwarded to
their email account. To activate this feature:
1.
Dial *95 and press the confirm button on the telephone keypad.
*
9
5
Activate
*
9
6
Deactivate
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460
Users can ask someone to leave a voicemail message to ensure that the forwarding works (the email is shown below). If they do not receive an email, they
should check their spam folder.
Important: When using the *95 star code, users will not receive voicemails on
their phone. All voicemails will be directed to their email account only. Users
who prefer to receive voicemail messages on both their phone and email account should use the Send a mailbox message by email setting from the web
interface (page 416).
Go to Voicemail (*97)
Users can listen to their voicemail from their phone by entering *97 and pressing the
confirm button on the telephone keypad.
*
9
7
Users can also listen to their voicemail from an outside phone:
1.
2.
Dial into the main number.
From the auto attendant, enter your extension number or if you know the
direct dial prefix (8 is default), dial the prefix plus your extension (i.e., if your
extension is 511, then enter 8511).
Press the star (*) key; otherwise, you will be prompted to leave a message.
3.
4.
Enter your voicemail PIN.
Main #
8
5
1
1
*
PIN
Go to Group Mail (*97)
Group mailboxes can be used for anything from a joint boss/secretary mailbox to a place
to collect calls that come in after hours, at lunch, or during a holiday. Users that share a
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461
mailbox with other users can access its voicemail messages in a way similar to accessing
mail from a single user account.
Note: The messages that are left in the group mailbox can be picked up from either the
user’s extension or the group mailbox extension.
To create a group mailbox, the administrator needs to create an extension and enter the
extensions of those who will be allowed to access the mailbox (see the Allow Access for
Extensions setting shown below).
Users can listen to groupmail messages from their main phone by dialing *97 and pressing the confirm button on the telephone keypad.
*
9
7
Users can also listen to groupmail messages from an outside phone:
1.
2.
3.
Dial into the main number.
From the auto attendant, enter the extension number of the shared mailbox or
if you know the direct dial prefix (8 is default), dial the prefix plus the extension
(i.e., if the extension is 511, then enter 8511).
Press the star key; otherwise, you will be prompted to leave a message.
Chapter
7
PARk ORBITS
A park orbit is like a parking lot. It provides a holding place where calls can be parked
while the callee is being located. Once calls have been parked on a park orbit, they can
be retrieved by other users. Park orbits also provide an excellent solution to the dilemma users run into when trying to move a call from their corded IP phone to their
cordless IP phone (e.g., from a snom 370 to a snom m9). Since the same extension is
registered to both phones, calls cannot be transferred between them. Parking the call,
then retrieving it from the other phone is a great workaround for this.
Park orbits are implemented through the Call Park (*85) and Call Park Retrieve (*86)
features. Users must execute the *85 star code followed by the park orbit number to
park calls on a park orbit. Other users can retrieve the calls by entering *86 and the
account number of the park orbit. (A toggle button can also be set up to make it easier
for the user to execute.)
Note: If a park orbit is not specified after *85, Call Park will fail. The call will not be
parked on the user’s extension as in the previous release.
Parking a call is different from putting a call on hold since it is designed to allow other
extensions to pick up the call. With call hold, only the user who put the call on hold
can pick it up.
Before users can execute the Call Park and Call Park Retrieve star codes, park orbit accounts must be set up.
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178
Creating a Park Orbit
To create a park orbit:
1.
2.
3.
Click Accounts > Create.
Choose Park Orbit from the dropdown.
In the Account Name field, enter an extension number and/or alias, i.e., a DID
number. When entering an alias in addition to an extension number, use the
following syntax:
667/9781234567
Note: If you use a space instead of a slash (667 9781234567), you will create
two separate accounts that will be unrelated to each other.
Alias accounts can give the impression that your system has more accounts than
it actually has and can clutter it up. If this occurs, you can hide aliased accounts
under the accounts page at the domain level (Domain > Settings).
4.
Click Create.
5.
When the page reloads, click List to view the accounts, then click the account
to open it.
Chapter 7: Park Orbits
179
•
Account number: This field is automatically populated with the account
information you entered into the Account Name field when the account was
created.
•
ANI: ANI (Automatic Number Identification) is a service that tells the recipient of a telephone call which telephone number made the call. In most cases,
the ANI is used in the From field in the SIP packets or the caller-ID. Each
domain can be configured with a default ANI (page 95) or you can specify
a unique ANI here.
•
Name: By naming the park orbit, you will be able to identify it more easily.
•
Music on Hold source: From the dropdown, choose a music on hold source.
•
Park reminder: Once a call has been parked and the required time has
lapsed, the system will call back the extension that parked the call. This will
serve as a reminder to the user that the caller is still waiting and that no one
has picked up the call.
180
Deploying the snom ONE IP Telephone System
How the Park Orbit Works
Parking Calls
Once park orbits have been created, users must execute *85 and the park orbit numbe
to park calls. Once *85 has been executed, the system will inform the user where the
call is parked. This user can then track down someone who can retrieve the call (i.e.,
“Call on 800”).
Retrieving Calls
To retrieve a parked call, users must enter *86 followed by the park orbit number (e.g.,
*86800).
Using a Park Orbit Button
A Park Orbit button can be used to toggle back and forth between Call Park and Call
Park Retrieve (see Chapter 19 for more information on setting up button profiles). A
parameter is required with park orbit buttons (see image below). When no parameter is
provided, the Call Park will fail.
Important: Before you can use this button, the star codes for Call Park and Call Park
Retrieve must match (e.g., *85/*85). See Figure 23-1 on page 430.
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