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. Deploying the snom ONE IP Telephone System 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 Chapter 23: Star Codes 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. Chapter 23: Star Codes 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. Deploying the snom ONE IP Telephone System 434 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.) Deploying the snom ONE IP Telephone System 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. Deploying the snom ONE IP Telephone System 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. Chapter 23: Star Codes * 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 Chapter 23: Star Codes 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). Chapter 23: Star Codes 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). Deploying the snom ONE IP Telephone System 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). Chapter 23: Star Codes 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). Chapter 23: Star Codes 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. 450 Deploying the snom ONE IP Telephone System 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. Deploying the snom ONE IP Telephone System 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). Chapter 24: Voicemail 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 #. Chapter 24: Voicemail 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. Deploying the snom ONE IP Telephone System 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.) Chapter 24: Voicemail 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 # # Deploying the snom ONE IP Telephone System 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). Chapter 24: Voicemail 459 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 Deploying the snom ONE IP Telephone System 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 Chapter 24: Voicemail 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. Deploying the snom ONE IP Telephone System 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.