- DND (Do Not Disturb)
- Custom Prompts
- Phone IP Address
- Handset showing as Not Registered
- Unable to make outbound calls
- Unable to transfer calls internally
These are the following functions available on the phone:
There are two ways to put a caller on hold. You can either press the BLF button associated to the active line or you can press the ‘Hold’ soft-key (assuming one of the soft-keys have been programmed for Holding). Once on hold the Active Line button will then start flashing. If you have another line free you can then make/receive another call. To take a caller off hold you just re-press the button you used to put the caller on hold and then the Active Light button will go solid again.
To mute yourself from the call simply press the Mute button at the bottom of the handset. To un-mute yourself press the mute button again.
To activate DND simply press the soft-key assigned to DND (assuming one has been programmed). Once activated your phone will not ring.
In order to take your phone off DND just press the button again.
BLFs can either be configured manually or through auto-provisioning. Once configured you will be able to call your saved extensions at the press of a button. The BLF buttons will also light up when that person is on the phone. These buttons can be set up as speed dials for internal and external numbers.
There are two methods of transferring a call. The first method is an attended transfer. This is when you put the original caller on hold, then dial another number on your other line. Then once connected to the second call press the transfer soft-key to transfer your original caller to the second phone that you dialled. This will transfer the call across and disconnect you from the call.
The second method is a blind transfer. This is when you put the user on hold, then press the transfer soft-key and dial the number you wish to put the caller through to. This will then ring the second person’s phone and when they pick up the call it will transfer the caller straight through to them.
This is virtually the same as transferring a call, with the difference of pressing the Conference soft-key rather than the Transfer button. Once a caller has been put on hold, dial through to the second person and once connected press the Conference soft-key. You will then all be in the same conversation.
In order to answer the call with a headset or phone speaker then press that relevant button to pick up the call rather than picking up the handset. Once in a call you can change this at any time by just pressing the relevant answering method button.
For each handset there are 2 mailboxes; Central Voicemail and Personal Voicemail. To access these voicemail you need to dial 1571 (for personal) and 1572 (for central) from your handset. This will take you to the voice menu and from there you can go to the option needed (listen to messages, set voicemail message, etc.). When a personal voicemail is left (but not central) the message button will flash on the handset showing you have received a message.
You can record custom prompts for the portal from your handset by dialling 151. Once recorded these will show in your portal under Custom Prompts. From there they can be set as messages for IVRs, Time-Profiles, Mailboxes, etc.
In order to access the Web Configuration of the phone you will need the IP Address of the handset. To find this address click on the Settings soft-key. Then go to 4 – Maintenance and then 1 – System Information. The IP Address will then be displayed.
In the first instance of any issues with the handset, please reboot. If the issue still persists then see below to take the relevant action.
This will either be an issue with the provisioning server side or an issue with the configuration of the handset itself.
Within the portal, go to Seat Setup and then click on the Seat that is having the issue. Once in the Seat Configuration go to the Advanced tab at the end. Then click on the Unlock button within Provisioning Lock in order to unlock the provisioning within our server. This enables the full configuration to be brought down and replace the current configuration in the handset. Then reboot the handset. This provisioning unlock has a 15 minute window so the handset will need to then be rebooted within this time limit.
If this does not fix the issue then it may be a provisioning server side issue. Please contact your support team for further support.
This is likely to be an issue with call restrictions of the handset.
Within the portal, go to Seat Setup and then click on the Seat that is having the issue. Once in the Seat Configuration go to the Call Restrictions tab. Under Outbound Call Restrictions you will see which type of calls that handset is able to make. If this is not set up correctly then amend the tick boxes. Also check that the Outbound Time Restrictions are ticked to allow outbound calls.
If this does not fix the issue then it may be a Portal/System issue. Please contact your support team for further support.
This is likely to be an issue with the handsets being registered on different gateways.
In order to confirm this, within the portal got to Seat Setup and then click on a seat. Once in the Seat Configuration check what number gateway is in brackets under Status (e.g. hpbx03). Then click off that seat and check another seat. If the gateway number differs then that could be causing the transfer issue. Contact your support team and they can lock the handsets all to the same gateway.
If this does not fix the issue then please contact your support team for further support.