Feature Codes

Feature Codes can be found under Features - Feature Codes.

Feature Codes work similarly to Numbers. You can use Feature Codes to create simple routes to destinations. For example, you can create a Feature Code like ‘200’ and point it to the sales Hunt Group. If a call is received and needs to be transferred back to the sales Hunt Group, it can be done by simply calling the Feature Code. Feature Codes can also enable features such as Do Not Disturb on (*78) or DND off (*79). Several default feature codes are fixed within the system; however, some can be overridden by entering new feature codes into the customer's system setup.

Creating a New Feature Code

Click ‘New’ on the bottom right-hand side to see the following screen.
	Feature code This is the number you will dial to perform the functionality the feature code creates.
Description If you need more information about the feature code, you can enter it here, but it isn’t necessary.
	Owner If an owner is added here, then the user who owns the feature code can administer it, as can the system Administrator.
Screen Calls If enabled, it will play a message to the dialled receiving party of the feature code; depending on how the screening option is set up, it will play a message in one of the following ways. To answer the call, the person called will need to press 1 to accept the screened call. (except the 5th option). 1, Yes, and play callerid. This will announce the CLI of the calling party. 2, Yes, and ask caller to record name. This will play the caller's name to the dialled party. 3, Yes, and play screening file. This will play the screening message, so you must have this set to see this option. 4, Yes, and play screen message and callerid. Same as option 3, but also plays the caller's CLI. 5, Yes, and play screening file only. This will play the message once answered and deliver the call without the need to press 1. 6, No. This will switch off the screening service.
	Allow callers to enter this feature code in attendant and IVRs You can choose Yes or No. If set to Yes, anyone who calls in via an IVR can dial this number to be routed to the feature or destination they want. You may be allowed to go to a Hunt Group or a Queue, but it is not recommended to use this option for feature codes such as DND or call waiting.
Caller name This option shows a name on the handset's screen when receiving calls. A good example is using a Feature Code after someone selects an option in an IVR. You could create one that forces the caller name to be "accounts" and another that moves the name to "service". If the call is delivered to the same Hunt Group, the person receiving it will know it is an accounts or service call.
	Caller name modifies the existing name. By default, this is set to replace the name that may have been there before. For example, if the Number had a forced caller name set like ‘web sales’ and then went to a Feature Code, this would replace the name with the two examples above. You can also set it to prepend or append, and it will display both names. Keep in mind the size of a handset screen.
Force hangup after (minutes) This will hang up the call after XX number of minutes if set. By default, it is set to no limit.
	Record Group This option will appear if you have already added a record group to the system. You can select the record group to which you would like to add it.
Call Rec Bundle It displays here for information only. This option will appear if you have already added the feature code to the Call Rec Bundle. If you would like to add it, go to Call Rec Bundles and add the feature code inside the bundle.
	Music on hold If a call that has passed through the Feature Code is placed on hold, the chosen Music on Hold may be played depending on the route the call takes. There is plenty of licensed, free music to choose from, and you can also upload your own in the Features Advanced section under Music on Hold. The default music is set within the customer settings.
PIN When you dial the Feature Code, you will be asked to enter this PIN. This is ideal if you want only particular users to have access to the Feature Code.
	Show in Reception Console This will allow the Feature Code to be seen in the Reception Console.

Route Calls to

Default Destination This is the destination of the call when you dial the Feature Code. For example, this could be a Hunt Group or a feature you wish to enable.
	Temporary Override A temporary override can change the routing without affecting the default destination above. The default for this setting is the default destination (overridden by caller and time routes). You also have the default destination (ignore caller and time routes) and, lastly, a Specific number, which then opens a new box below for you to enter this number.
Update this Number when Setting the Numbers Routing If you select yes and have a time group active in the below time groups, you can use a Feature Code to switch this time group on and ‘make active’.

AI options

Note: This option will only be available if you have AI agents enabled in the AI section of the portal. It is also important to note that the AI services for feature codes only work with feature codes that are pointed to Hunt groups or queues.

AI on/off To enable the AI agent for this feature code, you can toggle the on/off switch. This will make the AI agent aware of the feature code, which it can use to identify a department such as sales or Accounts.
	Accept AI calls Enabling this option allows the AI agent to transfer calls to this feature code. As an example, you may want to enable this option for the Sales department so calls can be pushed through via
AI Description: The AI description overrides the feature code description. It would help the AI Agent understand exactly what the hunt group or queue is used for. An example might be. This feature code points to sales orders, but for the AI description, you may want it to refer to this code as "Sales".
	AI Email: The AI email is used if the Agent can't get a call through to the hunt group or queue and needs to send a message instead.

Announcement message

Choose a sound:

If you have any sound files saved in the sounds file system on the portal, you can choose one to play to the caller when they reach the IVR.

A default message will play if you don't save a new recording.

The default message is.

You have these options: 1, 2, 3, 4 (depending on the number of options you have set)

Or Upload:

You can upload a file directly from your PC; just be sure it is in a compatible format. A WAV file, 16-bit, mono, and 8 kHz

Create with Text to Speech technology:

You can also use the text-to-speech system to generate a new audio file to play when callers reach the IVR menu.

Screening message:

The screening message is played to the receiving party of the call from the feature code. It is a reorded message that is played to alert the called party what the call is about. 'This call is a sales call' This call is a complaint call' It is an ideal way of announcing the call to someone who perhaps doesn't have a display handset (where we can use the description to display the feature code used) like a mobile phone or an off-net service like a home phone.

Choose a sound:

If you have any sound files saved in the sounds file system on the portal, you can choose one to play to the caller when they reach the IVR.

A default message will play if you don't save a new recording.

The default message is.

You have these options: 1, 2, 3, 4 (depending on the number of options you have set)

Or Upload:

You can upload a file directly from your PC; just be sure it is in a compatible format. A WAV file, 16-bit, mono, and 8 kHz

Create with Text to Speech technology:

You can also use the text-to-speech system to generate a new audio file to play when callers reach the IVR menu.

MobeX icon

Used in conjunction with the MobeX suite of products: MobeX+, Mobex UC, MobeX web & MobeX Touch

When the Icons are used on the MobeX suite, they will appear as speed dials in the MobeX application. This example is taken from the MobeX + Mobile application.

The default icon will appear depending on the feature code type used.

There are 31 default icons avaiable to use. These are just a few examples.

Upload new icon:

If you prefer, you can upload your own icons and override the default. Please keep the image as a PNG and a maximum size of 128x128px.

Caller Routes

Creating a new caller route: click Add caller route to begin.

A caller router recognises an incoming CLI (Caller Line Identification) and routes the call to a different or default destination. The number can be a full 10- or 11-digit number, or you can do a partial match. If you wanted to route all incoming calls from mobile numbers starting with 07 to the sales office, you could use this partial match. However, you wanted to route elsewhere if there was a particular mobile number. This would take precedence over the partial match entry.

Play announcement:

If the feature code has an announcement message loaded, you can choose to play the message or not to the particular caller route.

Time routes

Time routes allow for different routes to be used at different times of the day, weeks of the month and so on. You can set as many as you like, provided you have already set up the Time & Date routes. You can even use the system default.

Flow Chart

The Flow Chart can be accessed via the Flow Chart Icon

When you view the flowchart as the default, it will display the flow horizontally. You can click on the arrow icon to change the view to vertical and back again. Some views are easier to read than others, and it may be personal preference.

You can also use the printer icon to print your flowchart for easy reference.