Asterisk phone system operation end-user documentation

Table of Contents

Using these instructions

In some cases, the tasks below can be performed using either by dialing phone system numeric codes (called feature codes) or by using special keys on your phone handset. If available, using dedicated phone handset keys is the recommended approach, as this approach will be easier to use and easier to remember.

Handling calls

Here are instructions on how to handle incoming and outgoing calls.

Adjust call or ringer volume

Aastra 6731i/6737i instructions

Answer a call

Aastra 6731i/6737i instructions

Hang up a call

Aastra 6731i/6737i instructions

Leave a voice mail without ringing the phone (call a voice mailbox directly)

Place a call

Aastra 6731i/6737i instructions

Place a caller on hold

Aastra 6731i/6737i instructions

The "Hold" key (with a picture of a phone handset with a musical notes icon next to it) is used to place a call on hold (the person on hold will hear hold music during the time they are on hold).

You can also switch to line 2 using the "L2" key to make another call while in the first call, if desired. The caller on line 1 will automatically be placed on hold.

Switch to speakerphone/hands-free mode

Aastra 6731i/6737i instructions

The "Speaker" key (with a picture of a green speaker) is used to switch to speakerphone/hands-free mode.

The "Speaker" key can also be used to answer an incoming call in speakerphone mode.

View (and redial) previous outgoing calls

Aastra 6731i/6737i instructions

The "Redial" key (with a picture of two up arrows) is used to redial previous outgoing calls.

Pressing the "Redial" key twice will redial the most-recently dialed number. If the handset is lifted at the time, the call will be placed in handset mode. If the handset is down, the call will be placed in speakerphone mode.

View (and call back) previous incoming calls

Asterisk instructions

Aastra 6731i instructions

The "Call List" key (with a picture of a white phone handset) is used to view previous incoming callers.

Aastra 6737i instructions

If configured, the "Calls In" softkey is used is used to view previous incoming callers.

Specific feature usage

Here are instructions on how to use the most important phone system features.

Call forwarding

This feature allows you to direct calls to your extension to instead to another internal extension or to an external phone number, such as your cell phone or home phone number. The "Follow me" feature (below) can also be used to do this.

Alternatively, your personal extension web site on the phone system can also be used to configure call forwarding (see the "Asterisk Voicemail User Reference" documentation for the web site URL address).

Enable call forwarding

Asterisk instructions

If the forwarded call is not answered, the caller will be directed to your normal voice mailbox as usual.

Aastra 6731i/6737i instructions

If configured, the "Call Forward" softkey is used to enable or disable call forwarding.

Disable call forwarding

Asterisk instructions

Aastra 6731i/6737i instructions

If configured, the "Call Forward" softkey is used to enable or disable call forwarding.

Call transfers

These features allow you to transfer incoming calls to another extension. Call parking (see "Parking", below) is used as an alternative to call transfers by some organizations.

Two types of call transfers are available: blind transfers and attended transfers.

Blind Transfers

Blind transfers are where the call is transferred without you needing to stay on the line.

Asterisk instructions

Aastra 6731i instructions

The "Transfer" key (with a picture of a lifted phone handset with an arrow next to it) is used to perform either a blind or attended transfer.

Aastra 6737i instructions

While on a call, the phone will display a softkey labeled "Xfer" in the lower-left corner area of the display. This softkey is used to perform either a blind or attended transfer

Aastra 6731i/6737i dedicated softkey instructions

If dedicated transfer softkeys for various extensions has been set up by your phone system administrator, the softkey can be used to perform blind transfers without having to enter the internal destination extension number.

Attended/Consultative Transfers

Attended transfers are where the call is transferred after you have a introductory conversation with the person who is receiving the transfer (to describe who the caller is, for example). This is sometimes also called a consultative transfer.

Asterisk instructions

Aastra 6731i instructions

The "Transfer" key (with a picture of a lifted phone handset with an arrow next to it) is used to perform either a blind or attended transfer.

Aastra 6731i dedicated softkey instructions

If dedicated transfer softkeys for various extensions has been set up by your phone system administrator, the softkey can be used to perform attended transfers without having to enter the internal destination extension number.

Aastra 6737i instructions

While on a call, the phone will display a softkey labeled "Xfer" in the lower-left corner area of the display. This softkey is used to perform either a blind or attended transfer

Aastra 6737i dedicated softkey instructions

If dedicated transfer softkeys for various extensions has been set up by your phone system administrator, the softkey can be used to perform attended transfers without having to enter the internal destination extension number.

Transfer a caller directly to a person's voice mailbox

If the outside caller should be transferred directly to a person's voicemail greeting, transfer the outside caller to "*NNN", where NNN is the internal extension number

Conferencing (using conference rooms)

The phone system includes conference room capabilities. The system can be set up for as many conference session rooms as are needed. As many people can join a conference room session as you have internal and external lines available.

There are many options around how conference rooms work, such as conference room operation, hold music and recording a conference. Please contact your phone system administrator for additional configuration options.

Conferencing (using your phone only)

The Aastra phones include the built-in capability to set up an ad-hoc conference call with a maximum of three parties (the original caller, yourself, and one additional party). For conferences that need more than three participants, conference rooms should be used (see above).

Aastra 6731i instructions

The "Conference" key (with a picture of three people on it) allows a quick way to have a conference call with up to two other people. This is called local conferencing and does not use a teleconference room.

Alternatively, the line keys can be used directly:

Aastra 6737i instructions

While on a call, the phone will display a softkey labeled "Conf" in the lower-left corner area of the display. This softkey allows a quick way to have a conference call with up to two other people. This is called local conferencing and does not use a teleconference room.

Day/night mode control

This feature enables designated users (usually the company operator or receptionist) to override the normal routing of calls based on the time of day. For example, the system may be configured to direct calls during office hours directly to the receptionist and to route calls to voice menu after hours. Using the day/night control, the receptionist can override this time settings and force all calls to follow the setting as if the office were closed. This override is usually used if the receptionist needs to be away unexpectedly or if the office needs to close due to poor weather.

Enable night mode

Asterisk instructions

All incoming callers will now be directed using the office-is-closed call handling procedure.

Aastra 6731i/6737i instructions

If configured, the "Day/Night" softkey is used to select day or night mode.

Important: Do not forget to turn night mode off when returning to the office, otherwise the override will remain in effect.

Disable night mode (go back to day mode)

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All callers will now be handled using normal incoming time condition handling.

Aastra 6731i/6737i instructions

If configured, the "Day/Night" softkey is used to select day or night mode.

Do not disturb

This feature allows you to set your phone not to ring and direct all callers immediately to your voicemail so you are not disturbed.

Enable do-not-disturb

Asterisk instructions

All callers will get your special "busy" voicemail greeting when calling (this is a different greeting than your normal "unavailable" voicemail greeting). You can record your own custom "busy" greeting (see the "Asterisk Voicemail User Reference" documentation) or leave the default greeting, which is a system announcement that the person is on the phone followed by a beep. The caller can then leave a voice message.

Aastra 6731i/6737i instructions

If configured, the "DND" softkey is used to enable or disable do-not-disturb.

Disable do-not-disturb

Asterisk instructions

Aastra 6731i/6737i instructions

If configured, the "DND" softkey is used to enable or disable do-not-disturb.

Follow me

This feature allows you to direct calls first to one number (such as your internal extension), and then if there is no answer, redirect the call to another number, such as another internal extension or an external number such as your cell phone or home phone number. It is an alternative to setting up call forwarding (above). The difference is call forwarding will immediately redirect the call without ringing your normal extension, while Follow me will ring both your extension and your alternate numbers, so you can answer the call either way.

Configure Follow me

Enable Follow me

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Aastra 6731i/6737i instructions

If configured, the "Follow Me" softkey is used to enable or disable follow me.

Disable Follow me

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Aastra 6731i/6737i instructions

If configured, the "Follow Me" softkey is used to enable or disable follow me.

Paging and intercom

This feature allows people to announce pages over the phone system. Paging mode is a one-way voice announcement to all (or selected) phones. Intercom mode allows for a two-way conversation between two or more phones.

By default, these features will not interrupt normal calls currently in progress. This setting can be changed if calls should be interrupted by pages.

"All Staff" paging example

Any number of paging groups can be created. In this example, an "All Staff" paging group has been created at 490 that will page all phones.

Asterisk instructions

Note that not all types of phones are capable of receiving pages.

Aastra 6731i/6737i instructions

If configured, the "Page All" softkey is used to page the "All Staff" paging group.

Direct intercom to a specified extension

Asterisk instructions

Note that not all types of phones are capable of intercom mode.

Parking calls

This feature allows an incoming call to be parked and then picked up by any other extension. This is an alternative to transferring a call directly to a particular extensions. Some organizations prefer to park the incoming call and make a general page asking the desired person to pick up the call from wherever they are in the building using whatever phone is closest to them.

To park a call

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By default, there is a parking lot timeout of 90 seconds. If the parked call is not picked up in that time, the caller will be connected back to the configured destination for orphaned parked calls – usually this is the designated company operator or receptionist.

Aastra 6731i/6737i instructions

If configured, the "Park" softkey is used to park a call.

To pick up a parked call

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Aastra 6731i/6737i instructions

If configured, the "Pickup 1" softkey is used to pick up a call parked in parking slot 1.

Recording calls

This feature allows you to start and stop recording a call. It needs to be enabled on the phone system before use (please contact your phone system administrator for this). Note that certain legal jurisdictions require the other party on the call to be informed the call is being recorded.

Start recording a call

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Aastra 6731i/6737i instructions

If configured, the "Record" softkey is used to start and stop a call recording.

Stop recording a call

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Aastra 6731i/6737i instructions

If configured, the "Record" softkey is used to start and stop a call recording.

Access the recorded audio

Records are accessed through the user portal web site (this is the same site that also provides web access to voicemail settings).

Speed dialing

This feature allows you to assign personal speed dial codes to numbers you frequently dial.

Create a speed dial entry

Asterisk instructions

Aastra 6737i instructions

Call a speed dial entry

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Aastra 6737i instructions

View and search company phone directories

Internal (and, if allowed, external callers) can search a directory of all users that have voicemail accounts.

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Aastra 6737i instructions

 

Only users that have voicemail accounts are listed in this phone directory.

It's helpful if you have recorded the pronunciation of your name in your voicemail settings (please see Voicemail for instructions) so callers can hear your name spoken normally instead of hearing the phone system spell out your name letter-by-letter.

Voice mail

Please see the Voicemail section for a full description of how to use the voice mail system.

Aastra 6731i/6737i instructions

Voice mail blasting

This feature allows a message to be sent directly to all voice mailboxes as a way of distributing announcements to staff. It acts like a paging group except that the message goes directly to users' voice mail boxes instead of being announced live from their phone speaker.

"All Staff" voice mail blast example

Any number of voice mail blast groups can be created. In this example, an "All Staff" voice mail blast group has been created at 500 that will send a voice mail to all voice mailboxes.

Your announcement will be distributed to all the voice mailboxes in the "All Staff" voice mail blast group as soon as you hang up.

Other operations

There are a number of other less-used features not specifically listed above. The feature code reference list shows all the available phone system feature codes. Please contact your phone system administrator if any of these features are desired.

Examples of other features that are available are:

Tasks for phone system managers/administrators

Change the system initial menu

Re-record system recordings

Configured system recordings

These names and feature code numbers are examples only. Please contact your phone system administrator for the specific system recordings and associated feature codes set up on your phone system.

Asterisk phone system feature codes

The phone system has many other features accessible using special dial combinations – most are an asterisk followed by two numbers (for example, *97). See Feature Codes Module for more information.