====== Hosted VoIP Reference Guide ====== The following guides explain how to manage and operate certain features of the [[http://www.surevoip.co.uk/products/hosted-voip|SureVoIP Hosted VoIP]] product. Note: Please be aware that these instructions are generic, and your particular phone maybe slightly different than is described below. Please see your phone manual for more information. ===== Transferring Calls ===== ==== Attended Transfer ==== An **attended transfer** is when you consult with the person you are transferring the call to before completing the transfer. This allows you to inform the person of who the caller is, and determine if they can take the call. To transfer a call that is currently active, press the **transfer** button on your phone, then dial the extension you are transferring to. The target extension will ring. Once the target extension picks up, you can consult whether the target extension wishes to take the caller. To complete the transfer, press **transfer** again. If the person at the target extension does not with to take the call, press the **cancel** button. The original caller may still be on hold, to retrieve the call, press **resume** (Some phones may need you to press the **Line 1** button). On phones that do not have a **transfer** button simply dial ***1** instead. Some phones may say **Xfer** or **TRAN** instead of **Transfer** or have an icon showing a phone with the receiver lifted and an arrow pointing away. Refer to your phone manual if you are unsure. For more specific instructions for your handset, please see [[features:call_transfer|How to Transfer a Phone Call]]. ==== Blind Transfer ==== A **blind transfer** is when you transfer a call to a target extension without first consulting the person you are transferring to. To do this, follow the instructions for [[#Attended Transfer]], but complete the transfer by pressing the transfer button again before the phone rings, or before the target extension picks up. ie Press **transfer**, dial the target extension number, then immediately **transfer** again. ===== Voicemail ===== If you are on a call when someone else tries to call you((Only if you have //call waiting// disabled on your line. If you have //call waiting// enabled, you will hear a beeping to indicate there is another call for you.)), or you do not answer your phone within a set time, the new caller will be prompted to leave a voicemail. If your voicemail is set up with your email address, the message will be emailed to you. You can also use your phone and access your voicemail and also set a greeting. ==== Accessing Voicemail ==== Voicemail can be accessed by dialling ***97**. You will then be prompted to enter your PIN number, followed by **#**. To access the voicemail of another extension, and you know the PIN number, dial ***97**. You will be prompted to enter the extension number, followed by **#**. Then you will be prompted for that extension's PIN number, followed by **#**. Once you are logged in, you can listen to new messages by dialling **1**. Previously saved messages can be listened to by by dialling **2** on the voicemail main menu. ==== Voicemail Greeting ==== You can save up to 9 different greetings, and choose which to have active. For example, you can save one for when you are on holiday, out on meetings, or for when you are in the office and can't answer. - Log in to your [[#Accessing Voicemail|voicemail]] as described above. Press **5** for advanced options. - Press **1** to record a new greeting. - You will be asked to choose a greeting between 1 and 9. If you have never recorded a greeting before, then press **1**. - After the tone, record your greeting by speaking into the phone. Once you have finished, press any number key on your phone. - Press **1** after recording to listen to your recording. Press **2** if you are happy to save the recording. Press **3** to re-record. - Once you are back at the advanced options menu, press **2** to choose greeting. - You will be asked to choose your greeting, between 1 and 9. Press **1** if you saved your recording to 1. Your voicemail greeting is now set. You can change your greeting at any time by following the instructions above, and choosing a different greeting number. ===== Call Forwarding ===== Sometimes you wish to have calls to your extension forwarded to another telephone number. This can be achieved from the handset itself or from the Hosted VoIP portal (recommended). To set up call forwarding on your handset please see [[features:call_forwarding|Call Forwarding]]. To set up call forwarding from the Hosted VoIP Portal: - Log into your Hosted VoIP account (link is similar to yourcompanyname.hosted.surevoip.co.uk - please refer to your Welcome Pack) - Click on **System** - Find the relevant extension and click **Call Forward** - Under //Call Forward// enter the destination number without any spaces. - Set **Call Forward** to **Enable** - Click **Save** at the bottom of the page To switch off call forwarding, simply set **Call Forward** to **Disabled**. ===== Follow Me ===== **Follow Me** is a feature similar to Call Forwarding but allows for multiple destinations to be set. To set up Follow Me on the Hosted VoIP Portal: - Log into your Hosted VoIP account (link is similar to yourcompanyname.hosted.surevoip.co.uk - please refer to your Welcome Pack) - Click on **System** - Find the relevant extension and click **Follow Me** - Set **Follow Me** to **Enable** - Under //Ring 1st Number// enter the first number to try. If this should be the handset itself you need to enter the extension number. - Enter the destination numbers, where required, for 2nd, 3rd, 4th and 5th number. - Set //Delay// as required for each number entry. This is how long to wait before trying that destination. - Set //Timeout// as required for each number entry. This is how long that particular destination will be attempted. - Set //Caller ID Name// as required. This is a prefix so other extensions can identify this was a call originally intended for you. - Set //Call Prompt// as required. This is used when the call is presented to a mobile phone and ensures your mobile phone voicemail does not "consume" the call as this would be considered as being successfully answered otherwise. - Click **Save** at the bottom of the page to confirm and activate To switch off follow me, simply set **Follow Me** to **Disabled**. ===== Feature Codes ===== | Access Your Voicemail | Dial *97 | | Other Voicemail | Dial *98 then the extension number of which you would like to retrieve voicemails| | External Voicemail Access | Dial your direct dial-in number. When call goes to Voicemail, press ***** and follow the instructions to retrieve your voicemail.| |Direct to Voicemail | Dial *99//extension// to leave a voicemail| | Call Pickup | Dial %%**%%//extension// to pickup another ringing extension| |Global Pickup| Dial *886 to pickup whichever extension is ringing | |Group Pickup| Dial *8 to pickup and extension in your group| |Transfer a Call| Dial *1 then destination, hangup to complete. Use this for phones without a Transfer button| |Call Park | Transfer to *6000 you will hear the parked extension number. Complete the transfer| |Unpark Call| Dial the number provided when parked. It will be *6001 to *6099| |Intercom|Dial *8//extension// to use phone intercom feature (target phones speakerphone)| |Last Call Return|Dial *69 to dial the last number to call you| |Outside Line | Optionally prefix destination number with 9| |Delay Echo| Dial *9195 Will echo after 5 seconds| |Echo Test | Dial *9196 Useful to determine audio latency| |Milliwatt Tone|Dial *9197 to test tone| |Tone Test | Dial *9198 for the test tone (Tetris theme)| |Test MoH| Dial *9664 to test music on hold| There are many other feature codes that may have been enabled on your account as part of the [[http://www.surevoip.co.uk/products/surevoip-hosted|fully managed cloud VoIP service]], so please [[http://www.surevoip.co.uk/contact-surevoip|contact us]] for a full list.