Summary of the most commonly used star codes on the Kinect Platform
TRANSFER STRAIGHT TO VM (NO RING):
Transfer=>Blind=>03+Extension
ANSWER ANOTHER PERSON’S PHONE (DIRECTED CALL PICKUP):
07+Extension
INTERCOM DIRECT (PAGE):
08+Extension
TRANSFER TO DESK PHONE (***ONLY IF YOU HAVE SIMULTANEOUS RING ON YOUR CELL AND ANSWER FROM YOUR CELL PHONE***)
*00 Send
CALL CENTER FEATURES (LISTEN/WHISPER/BARGE IN)
Dial 003+extension to LISTEN ONLY (example: 0032280 and press Send/Dial)
You are now in LISTEN ONLY mode and can hear a conversation but that’s it. To toggle between barge-in/listen only/whisper mode you will need to press the following star codes:
*79 will BARGE-IN to a call giving full duplex audio
*78 will activate WHISPER mode allowing you to have conversations with just the “agent” and NOT the end caller.
*77 will return to LISTEN ONLY mode where neither party (end user or agent) will be able to hear you.
DYNAMIC CALL PARK
(***MUST HAVE EXTENSIONS 701, 702 ,703 SET UP IN THE QUEUE UNDER CALL PARK***)
Press *** OR simply press the Park Key BLF that you would like to park that call at while on the phone. (Operator will announce where the call is parked and then can inform the recipient where to pick it up. To retrieve simply dial the announced extension from any phone or press the LIT BLF key on your phone)
*Note: Go to Users and select the extension that you want (ex. 701) and change the “Ring for XX” to change the amount of time before the call is sent back to the person that parked the call.
CALL QUEUE LOG IN/OUT FROM PHONE (MUST HAVE REQUIRED CALL CENTER AGENTS)
*51 will log the call center agent into the queue
*52 will log the call center agent out of the queue