End-User Documentation

Call forwarding

This feature allows you to direct calls to your extension to instead to another internal extension or to an external phone number, such as your cell phone or home phone number. The “Follow me” feature (below) can also be used to do this.

Enable call forwarding

Instructions
  • Dial the “Call Forward All Activate” feature code (''*72’')
  • After being prompted, enter your own extension number followed by ‘'#’’ (this is the extension to redirect)
  • If directing the call to another internal extension, enter the extension number followed by ‘'#’’
  • If directing the call to an external phone number, enter the external number to dial followed by ‘'#’’
  • The settings will be read back to you to confirm them. Hang up.
  • If the forwarded call is not answered, the caller will be directed to your normal voice mailbox as usual.

Disable call forwarding

Instructions
  • Dial the “Call Forward All Deactivate” feature code (''*73’') from your extension
  • The settings will be read back to you to confirm them. Hang up.
  • To cancel call forwarding when calling from any internal phone
  • Dial the “Call Forward All Prompting Deactivate” feature code (''*74’') from any extension
  • Enter your extension number followed by ‘'#’’
  • The settings will be read back to you to confirm them. Hang up.

Call transfers

These features allow you to transfer incoming calls to another extension. Call parking (see “Parking”, below) is used as an alternative to call transfers by some organizations.

Two types of call transfers are available: blind transfers and attended transfers.

1. Blind Transfers

Blind transfers are where the call is transferred without you needing to stay on the line.

  • Answer the call
  • The caller indicates they would to be transferred to someone else
  • Dial the “In-Call Blind Transfer” feature code (''##'') while still on the call (the ‘'##’’ needs to be dialed quickly)
  • The caller will be switched to on-hold music
  • You will hear the word “Transfer” followed by a dial tone
  • At the dial tone, dial the internal extension number to which the caller is being transferred and press ‘'#’’
  • The caller will immediately be directed to the new extension, which will begin to ring
  • When you hear the extension start ringing, hang up to complete the blind transfer
2. Attended/Consultative Transfers

Attended transfers are where the call is transferred after you have a introductory conversation with the person who is receiving the transfer (to describe who the caller is, for example). This is sometimes also called a consultative transfer.

  • Answer the call
  • The caller indicates they would to be transferred to someone else
  • Dial the “In-Call Attended Transfer” feature code (''*2’') while still on the call (the ‘'*2’’ needs to be dialed quickly)
  • The caller will be switched to on-hold music
  • You will hear the word “Transfer” followed by a dial tone
  • At the dial tone, dial the internal extension number to which the caller is being transferred and press ‘'#’’
  • Wait for the person you just dialed to answer
  • When they answer, you can introduce the caller (this is a private conversation that does not yet include the incoming caller)
  • Hangup and the incoming call is then directly connected to the transferred-to extension (the transferred-to party will hear a beep when you hang up to indicate they are now connected to the original caller)
  • If the other party is does not answer in a few seconds, you will be connected back with the original caller
  • If you get their voice mailbox message instead (it depends how quickly the voicemail is configured to answer the call), you can dial the “In-Call Disconnect Code” (''**'') to get back to the original caller and explain the person is away
  • If the caller would like to transferred anyway and leave a voice message, transfer them again and hang up when you hear the transferred-to extension ringing

Transfer a caller directly to a person’s voice mailbox

If the outside caller should be transferred directly to a person’s voicemail greeting, transfer the outside caller to “*NNNN”, where NNNN is the internal extension number

  • see the section “Leave a voice mail without ringing the phone (call a voice mailbox directly)", above

Conferencing (using conference rooms)

The phone system includes conference room capabilities. The system can be set up for as many conference session rooms as are needed. As many people can join a conference room session as you have internal and external lines available.

  • Dial the specified number to enter the specified conference room (e.g. dial ‘‘890’’ to enter the extension 890 conference room)
  • You will hear a recording stating that you are the only person in this conference
  • Other participants should dial the same number (e.g. ‘‘890’') from their phones to join the conference
  • A short sound will play to indicate a new participant has joined the conference
  • A short sound will also play when a participant leaves the conference
  • Outside callers can be transferred to the conference room number just like they would be transferred to an internal extension (see “Call transfers”, above)
  • If desired, a IVR menu code can also be set up by your phone system administrator for outside callers to connect themselves to the conference room
  • There are many options around how conference rooms work, such as conference room operation, hold music and recording a conference. Please contact your phone system administrator for additional configuration options.

Do not disturb

This feature allows you to set your phone not to ring and direct all callers immediately to your voicemail so you are not disturbed.

Enable do-not-disturb
  • To enable do-not-disturb, dial the “DND Activate” feature code (''*78’')
  • The settings will be read back to you to confirm them. Hang up. All callers will get your special “busy” voicemail greeting when calling (this is a different greeting than your normal “unavailable” voicemail greeting). You can record your own custom “busy” greeting (see the “Voicemail User Reference” documentation) or leave the default greeting, which is a system announcement that the person is on the phone followed by a beep. The caller can then leave a voice message.
Disable do-not-disturb
  • To disable do-not-disturb, dial the “DND Deactivate” feature code (''*79’')
  • The settings will be read back to you to confirm them. Hang up.

Enable Follow me

This feature allows you to direct calls first to one number (such as your internal extension), and then if there is no answer, redirect the call to another number, such as another internal extension or an external number such as your cell phone or home phone number. It is an alternative to setting up call forwarding (above). The difference is call forwarding will immediately redirect the call without ringing your normal extension, while Follow me will ring both your extension and your alternate numbers, so you can answer the call either way.

  • To enable follow me, dial the “Findme Follow Toggle” feature code (''*21’')
  • The settings will be read back to you to confirm them. Hang up.

Disable Follow me

  • To disable follow me, dial the “Findme Follow Toggle” feature code (''*21’')
  • The settings will be read back to you to confirm them. Hang up.

Parking calls

This feature allows an incoming call to be parked and then picked up by any other extension. This is an alternative to transferring a call directly to a particular extensions. Some organizations prefer to park the incoming call and make a general page asking the desired person to pick up the call from wherever they are in the building using whatever phone is closest to them.

To park a call
  • Answer the call
  • The caller indicates they would like to be transferred to someone else
  • Do a blind transfer of the caller to the “Parking” feature code (press the Transfer key, wait for the dial tone, then dial ‘‘70’') while still on the call
  • The caller will be switched to on-hold music and placed in the first available parking slot (by default, there are eight slots, numbered 71 to 78)
  • The parking slot into which the caller was placed will be announced to you (this will be parking slot 71, unless other calls are already parked)

    By default, there is a parking lot timeout of 90 seconds. If the parked call is not picked up in that time, the caller will be connected back to the configured destination for orphaned parked calls – usually this is the designated company operator or receptionist.

To pick up a parked call
  • Dial the desired parking lot slot (e.g. dial ‘‘71’') from any extension
  • You will immediately be connected to the parked caller

Recording calls

This feature allows you to start and stop recording a call. It needs to be enabled before use (Please contact AIS Support for this). Note that certain legal jurisdictions require the other party on the call to be informed the call is being recorded.

Start recording a call
  • While on a call, dial the “In-Call Toggle Call Recording” feature code (''*1’') (the ‘'*1’’ needs to be dialed quickly)
  • You will hear one beep. (The person on the other end of the call will not hear the beep.) The call is now being recorded.
Stop recording a call
  • The recording will automatically end when the call ends
  • To end the recording sooner, dial the “In-Call Toggle Call Recording” feature code (''*1’') again (the ‘'*1’’ needs to be dialed quickly)
  • You will hear two beeps. (The person on the other end of the call will not hear the beeps.) The recording will stop but the call will continue.
Access the recorded audio

Records are accessed through the user portal web site (this is the same site that also provides web access to voicemail settings).

  • Log into the User Portal web site using your extension number and voice mail password
  • Click the “Call Monitor” link in the upper left corner of the User Portal web site
  • Call monitor page should appear on the right, with a heading of “Call Monitor for (your name) (your extension number)”
  • Locate the call record by browsing or using the search box
  • On the right side of the call record that has a call recording (under the “Monitor” column heading) will be two icons
  • Click the “Play” icon (a picture of a speaker) to listen to the call
  • Click the “Download” icon (a picture with a green arrow) to download the audio record file

Speed dialing

This feature allows you to assign personal speed dial codes to numbers you frequently dial.

Create a speed dial entry
  • Dial the “Set user speed dial” feature code (''*75’')
  • Enter the speed dial location number (a digit from 0 to 9) and press ‘'#’’
  • Enter the full phone number that will be dialed and press ‘'#’’
  • The settings will be read back to you to confirm them. Hang up.
Call a speed dial entry
  • Dial ‘'*0’’ followed by the speed dial location number to dial the specified speed dial number
  • e.g. Dial ‘'*01’’ to dial the speed dial in location 1

Voicemail

AIS Managed VoIP provides a highly flexible, highly capable voicemail system.

Accessing Your Mailbox

  • Log in by pressing the voicemail button or by dialing *97 from your VoIP Phone
  • If dialing from a phone with a different extension, dial *98, then your extension number

Voicemail Menus

The main menu will be the first menu you hear when you have logged in. Here are the main menu options:

  • 1 Listen to new messages (the default) or listen to old messages if there are no new messages (see below).
  • 2 Change folders (see below).
  • 3 Advanced options (see below).
  • 0 Mailbox options (see below).
    • Help (repeat the menu options).
  • ‘#’’ Exit from the voice mail system.
Mailbox Options in the Main Menu

Pressing 0 from the main menu will present the mailbox options menu.

  • 1 Record your unavailable message.
  • 2 Record your busy message.
  • 3 Record your name.
  • 4 Record your temporary greeting.
  • 5 Change your password.
  • ‘*’ Return to the main menu.