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Courtesy of John from the So Cal Phone Pros forum. Sign up is free!

Hello everyone and a very Happy New Year’s!!!

I don’t really know where to begin so I’ll just jump right in.  I have noticed a recurring problem in my travels through the world of Inter-tel and thought it would be worth mentioning here on the site.

 I cannot even begin to count the amount of trouble calls I have received over the years that have been caused by the user themselves.  (In their defense it is often times inadvertent).  I will attempt to shed some light.

This specific problem is caused by what Inter-tel refers to as feature codes.  (These are codes that any user can enter from his/her phone that turn features on/off.)

Done in the right way these codes can be very useful to the customer.  Unfortunately this is not always the case.

 Many times the customer may inadvertently enter the code because they forgot to access an outgoing line first and the digits match up with the number they are intending to dial. (this goes for just about any telephone system)

Inter-tel has tried to thwart this problem by making a flag in the system that will force the user to have to hit another key first before entering the feature code.  This key is known as the ‘Special key‘.  It is a key with an infinity symbol on it (sideways 8, lazy 8).

I will explain SOME of the more popular feature keys below and possible symptoms:

• ACD Agent Login/Logout (326-328) – Used to login (326), logout(327), or toggle (328).  You’ll know if you’re logged out because your phone will not be ringing anymore in your respective hunt group.

  Automatic CO (Trunk) Access On/Off (360) – If this is off you will pick up the handset and still have to hit the flashing line key on incoming calls to answer the call.  Very annoying and common.

  Automatic Intercom Access On/Off (361) - Same as above but with intercom calls.

  Background Music On/Off (313) – Makes the on hold music come out of your phone.  (Hey, maybe you like your music on hold).

  Call Forward – All Calls (355) - This allows you to manually call forward your phone.  This will override system call forwarding.

  Call Forward – If Busy (357) - This allows you to manually call forward your phone only when you are on the phone.  This will override system call forwarding.

  Call Forward – If No Answer (356) - This allows you to manually call forward your phone after only after it has given you a chance to answer the phone first.  Usually 4 rings is the norm although it can be shorter or longer.

  Call Forward – If No Answer/Busy (358) – Combines the two previous conditions.

  Clear System Alarm (9850) – Sometimes there will be an alarm on the administrator’s phone.  (This is programmable, but usually the receptionist)  This will clear aforementioned alarm.  Can only be done from an administrator’s phone.

  Default Station (394) - When all else fails and your phone is acting funky use this feature code.  Most of the time it will fix most of the user caused issues.

  Display Time/Date (300) - If you have a message or something else on your screen but want to see the time and date or what extension you’re on this is your code.  The LCD will show you what you need to see for 5 seconds or so before reverting back.  Used a lot by techs in the field.

  Do-Not-Disturb (370-372) – turn it on (370), turn it off (371), toggle (372).  If it is on then no calls will come through.  Assuming your system forwarding is on, the call will usually go straight to voicemail.

  Handsfree On/Off (319) – When this is on and someone calls you the call will automatically connect and come through your speaker.  Some people love it because they don’t have to quit typing or what have you and can instantly talk to whoever is there.  Some people hate it because it can be a little intrusive.  Personal preferences vary.

  Headset On/Off (317) - VERY VERY common trouble call.  A customer’s speaker phone doesn’t seem to be working and there will be no dial tone on the handset.  The phone is obviously broken…… nope….. headset mode is on.  Very easy to fix and save yourself a headache.  Did I mention this is VERY VERY common.

  Hunt Group Remove and Replace (322-324) – Please see ACD feature codes at the top of list.

  Night Ring On/Off (9860) – Can only be done from an Administrator’s phone.  The display will say Night Mode On if night mode is on.  One common symptom is that when people are calling in they are getting the night greeting.  Obvious I know but you wouldn’t believe the calls one gets.

  Outgoing Call (8) - A lot of people get confused here because most of the time it is 9.

  Page On/Off (325) - All of a sudden you are not receiving pages through your phone.  You have removed yourself from the page zone.

  Queue Request (6) – If you call another phone internally (intercom) and they are busy you can use this and their phone will automatically call you back when they are done with their call.

  Review Keys (396) - Do you want to know what is programmed on a certain key?  Use this feature code and then hit the desired key.  It will let you know.

  System Forward On/Off (352-354) - Equally as common as the headset problem mentioned earlier.  You will know you have turned it off because your phone will ring forever and never forward to voicemail.  Very frequently addressing this issue.

These are just a few of the feature codes and scenarios I have encountered that could be easily fixed without making a trip.  There are tons that didn’t make it here. If any techs can think of any (regardless of the system) please feel free to share.

Wishing everyone a very prosperous 2009!!!

John
forums.socalphonepros.com
www.socalphonepros.com

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