Tag Archives: call handling

Cisco SPA series

If you’re using the Cisco SPA series phones they are similar to using other IP phones.  The easiest way to think of using these phones is the way you use your cell phone.  You can dial and interact with the phone before you pickup the handset or go off-hook to use the speaker phone.

Dial a number and then press ‘Dial’ or go off-hook.  You can use an IP phone the traditional way where you would pickup the handset and then dial but there are sometimes confusing delays when dialing a phone number that way.

If the phone has a display you will see a row of soft-key along the bottom row of the display and they will change according to the features you will have available to you depending on the state of the phone.  For example the options the soft-keys will show will be different if you are on a call or not on a call.  They will also be different if you are waiting to transfer a call.

Mobile phone backup

This feature is a service that can be implemented when users need a backup strategy if the phones in the office go offline or otherwise fail. This will cause all calls that are directed to a phone that is no longer registered on the system and a pre-determined mobile or other phone number will be called to cover for the disconnected phone.

Blind Transfer

You need to be on a call to use this feature.  Once on a call:

1. Dial *1, then the extension number
2. Hang up

Note:  A blind transfer is used when you want to transfer a call to an extension and you have no need for giving the person you are transferring the call to a warning about who is on the line for them.  To be able to warn someone of the person you are transferring to them use Call Transfer sometimes called Attended Transfer

Voicemail Transfer

You need to be on a call to use this feature.   Using this feature will transfer a call directly to a user’s voicemail box.  Once on a call:

1. Dial *4 and wait for new dial-tone.
2. Dial the extension of the voicemail box you would like to send the caller to.

This feature is useful to use either when you know someone doesn’t want to be disturbed or you know someone isn’t around to answer their phone.  Of course after 4-5 rings the caller will end up in the mailbox anyway.  *4 directs them to the voicemail box without any rings.

Call Park

Call Pack or Hold:

The nature of IP based phone systems doesn’t allow for the usual hold that people have gotten used to with traditional phone systems.  The way we accommodate the hold function is with Call Park.

1. Press *6 and the system will give you a bin number starting with 6001.

2. To retrieve the call from any system phone dial the bin number
eg. 6001, Press ‘Dial’

After using this feature awhile you will realize you won’t need to wait for the automated system to give you the bin number although if your office is receiving high call volume then it is advised to wait for the specific bin number of the call you just parked.  The bin numbers will range from 6001 to 6009 and beyond as needed.

Call Transfer

You need to be on a call to use this feature.  Once on a call:

1. Press *2 and wait for new dial-tone which you should hear immediately.
2. Dial 3 digit extension number
3. You can hang up to transfer the call or wait on the phone to give the user at the extension a warning about who is on the phone for them.