iiNet - connect better

Technical Support

Support & billing: 13 22 58

Sales

Sales: 13 19 17

Login to iiNet

Need help?

Are you an iiNet agent?

Login here.

Online Help

Search our self-help articles to find what you need.

Business Voice Feature Guide

This article will explain how to use and configure the features for your Business Voice service.

Select one of the links below to jump to a query:

Accessing Business Voice features in Toolbox

  1. Log in to Toolbox at https://toolbox3.iinet.net.au/.
     
  2. Select My Products > Business Voice (admin users) or My Products > Phone (non-admin users) and then click Manage next to the group you wish to edit. Note that non-admin users will only be able to edit their own extension.
     
  3. You'll see a list of available actions in the left-hand column. To configure features for a particular phone number (extension), select Manage extensions and then click Configure next to the extension you wish to edit.

 

Features - Inbound

These features are available across all phone handsets. 

Anonymous call rejection

What is it? Anonymous call rejection allows you to automatically rejecting incoming calls from phone numbers that have restricted their caller ID. The caller will hear a message informing them that the user is not accepting anonymous calls at this time. The user's phone will not ring and the user will not see or hear an indication of the attempted call.

How do you use it? No action is necessary - simple enable or disable the feature in Toolbox.

Default setting: Off.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Anonymous call rejection" and then click Save.

 

Call Waiting

What is it? Call waiting allows a user to answer a call when they are on another call. When an incoming call is received, rather than the caller hearing an engaged tone, the user is informed of the incoming call via an alert on the phone.

How do you use it? On an Basic phone when you see a new incoming call press "Answer" to put the first call on hold and pick up the second call. On other handset models press the Hold button to put the first call on hold and then press the button below "Answer" on the screen to pick up the second call.

On all handset models, to switch between calls, press the "up" or "down" key to highlight the call you want to switch to and press "Resume".

To end the call, select the call you want to hang up using the "up" or "down" keys and press "End Call". Alternatively, if you want to end the current call just hang up the receiver, and the phone will ring allowing you to resume the other call.

Default Setting: On.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Call waiting" and then click Save.

How to override on handset: To temporarily disable call waiting for a particular call, dial *70 in front of the number you are calling (e.g. to call 08 9214 2222) and disable call waiting you would dial *70 0 08 9214 2222.

 

Call Forward Always

What is it? This service allows a user to forward all incoming calls to a particular phone number (mobile number, home number, etc.). Once a call forward is enabled, you will see a bouncing arrow display on the phone screen.

How do you use it? The setting you have chosen will automatically apply.

Default Setting: Off.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Call forward always". Enter a valid 10-digit phone number to forward to, including the extra leading 0 and then click Save.

How to check on phone: To obtain the current status and destination of Call Forward Always: Lift handset and dial *21* and a recorded message will play the current status.

 

Call Forward Busy

What is it? This service allows a user to forward incoming calls to a particular phone number (mobile number, home number, etc.) if the user is on a call. Note that if Call Waiting it will override Call Forward Busy.

How do you use it? The setting you have chosen will automatically apply.

Default Setting: Off.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Call forward busy". Enter a valid 10-digit phone number to forward to, including the extra leading 0 and then click Save.

How to check on phone: To obtain the current status and destination of Call Forward Busy: Lift handset and dial *67* and a recorded message will play the current status.

 

Call Forward No Answer

What is it? This service allows a user to forward incoming calls to a particular phone number (mobile number, home number, etc.) if the user does not answer the call in a specified time period. Note that if Call Waiting is on and a call is waiting, it will be redirected after that time period.

How do you use it? The setting you have chosen will automatically apply.

Default Setting: Off.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Call forward no answer". Enter a valid 10-digit phone number to forward to, including the extra leading 0. Select how many rings you'd like before the call is forwarded and then click Save.

How to check on phone: To obtain the current status and destination of Call Forward No Answer, lift handset and dial *61* and a recorded message will play the current status.

 

Call Forward Not Reachable

What is it? Call Forward Not Reachable allows all calls to be automatically forwarded to a different phone number when the handset is not accessible. Reasons for this may be due to network issues, the phone not being plugged in to the network, or not receiving power.

How do you use it? The setting you have chosen will automatically apply.

Default Setting: Off.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Call forward not reachable". Enter a valid 10-digit phone number to forward to, including the extra leading 0 and then click Save.

How to check on phone: To obtain the current status and destination of Call Forward No Answer: Lift handset and dial *61* and a recorded message will play the current status.

 

Call Forward Selective

Note that this feature is only available on the Manager or Receptionist handsets.

What is it? Call Forward Selective enables a user to define criteria that causes certain incoming calls to be redirected to another destination. Examples of the criteria to determine how a call should be handled are the time of day, the day of week, and/or the incoming call's phone number. For instance, Call Forward Selective can be instructed to forward all incoming calls to a personal mobile after 5pm on Tuesday.

How do you use it? The setting you have chosen will automatically apply.

Default Setting: Off.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Call Forward Selective". You then have a number of options:

  • Forward to: This is the number to forward calls to if the criteria is met. This is mandatory, and should be filled in with the extra leading 0 (e.g. 0 08 9214 2222).
  • During these hours: This is where you can set time-based criteria as to when calls are forwarded. To create or edit the schedule applied, press the "Schedules" tab up the top of the page.
  • Calls from: If you set this to "Calls from selected numbers" you can enter up to five calling numbers that will have the forwarding applied to them. These should be entered as standard 10-digit numbers with the area code but not with any leading 0 (e.g. 08 9214 2222).

Once configured to your preference, click Save.

 

Do Not Disturb

Note that this feature is only available on the Standard, manager or Receptionist handsets.

What is it? Do Not Disturb allows users to set their phone as unavailable so that incoming calls are treated as if the user was busy. By combining with Call Forward Busy or Voice mail, users can forward calls when in DND mode to Voice mail or a different phone number/extension.

How do you use it? No action is required - simply enable or disable the feature in Toolbox.

Default Setting: Off.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Call forward not reachable". Enter a valid 10-digit phone number to forward to, including the extra leading 0 and then click Save.

 

Simultaneous Ring

Note that this feature is only available on the Standard, manager or Receptionist handsets.

What is it? Simultaneous Ring means multiple phones ring at once when calls are made to the Business Voice phone number, with the first phone to answer taking the call. For example, calls to a desk phone could also ring a mobile phone in case the user is away from the desk. Note that calls that are simultaneously ringed are charged as if the user was forwarding the call to that number.

How do you use it? The settings you have chosen will automatically apply.

Default Setting: Off.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Simultaneous ring". Enter up to five valid 10-digit phone numbers that you want to ring simultaneously, including the extra leading 0 and then click Save.

 

Features - Outbound

Calling Plan

What is it? Calling Plan allows you to restrict the type of calls a phone is able to place - for instance only allowing local calls, or not allowing international numbers.

How do you use it? The setting you have chosen will automatically apply.

Default Setting: Open.

How to set in Toolbox: Next to "Calling plan", choose the desired option:

  • Local: Local calls, free calls (1800) and emergency calls.
  • National not incl. Mobile: Above, plus 13xx calls, STD calls and operator services.
  • National incl. Mobile: Above, plus calls to Australian mobiles.
  • International: Above, plus calls to International countries.
  • Open: No call restrictions.

Once you've selected the preferred option, click Save.

 

Calling Line ID (CLI) Blocking

What is it? This service allows a user to continually block delivery of their identity on outbound phone calls. When the service is enabled, calls made to outside parties have the calling phone number hidden from the recipient. If the service is disabled, the recipient of the user's call will be able to see the number of the user.

By default, the service is set to off which means recipients of the user's phone calls will be able to see the calling number on their device. If the service is activated or enabled, a recipient will not be able to see the number calling them on their caller ID service (handset or mobile phone).

How do you use it? The setting you have chosen will automatically apply, unless you override it using the instructions below.

Default Setting: Off.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Caling Line ID (CLID) blocking" and then click Save.

How to override on handset:

  • To temporarily block your outbound CLI for a particular call, dial 1831 in front of the number you are calling (e.g. to call 08 9214 2222) with Outbound CLI blocking enabled you would dial 0 1831 08 9214 2222.
  • Alternatively, to temporarily disable Outbound CLI Blocking for a particular call, dial 1832 in front of the number you are calling (e.g. to call 08 9214 2222) with Outbound CLI blocking disabled you would dial 0 1832 08 9214 2222.

 

Speed Dial 8

Note that this feature is only available on the Standard, Manager or Receptionist handsets.

What is it? Speed Dial 8 allows a user to configure frequently dialed numbers, and then dial them using a single key.

How do you use it? Once the speed dial has been configured via Toolbox, just pick up the phone, press the single number of the speed dial (2-9) and then press "Send".

Default Setting: Not configured.

How to set in Toolbox: Next to "Speed Dial 8", fill in up to 8 speed dials numbers as 10-digit phone numbers including leading 0 for each number, and then click Save.

 

Voice mail

See Business Voice Mail.

 

Other features

Note that these features do not need to be configured; you simply have the option to use them if desired.

Call Return

What is it? Call Return allows a user to hear the number of the last incoming call regardless of whether the call was answered or not. The option is given to dial that number immediately.

How do you use it? Lift the handset and press *69. The user will hear a recorded announcement stating the last incoming number, with the option to Press 1 to dial or hang up. To delete the record of the last incoming call, lift the handset and press #92#. You will hear an announcement stating that the last incoming call has been deleted.

Default Setting: On (not configurable).

 

Call Transfer

What is it? Call Transfer allows a user to transfer a connected call to a third party (internal extension or any phone number). There are two types of transfer. A "normal" or "warm" transfer allows you to speak to the third party privately before handing the call across. A "blind" or "cold" transfer simply redirects the call to the third party and hangs up your end.

How do you use it? To transfer a received call, press the "Trans" or "Transfer" button on the phone. The existing call will be placed on hold, and you will have two options:

  • If you want to make a blind transfer, press the "Blind" button, dial the third party number (with leading 0) and the call should transfer immediately, terminating your call.
  • If you want to make a normal transfer, just dial the third party number (with leading 0), speak to the third party, and then press the Transfer button again which will end your side of the call.

Default Setting: On (not configurable).


Last Number Redial

What is it? Last Number Redial enables users to redial the last number they called.

How do you use it? To utilise the feature, push the Redial button on your phone or dial *66.

Default Setting: On (not configurable).

 

Three-way Conferencing

What is it? Three-way conferencing enables a user to bring a third party into an existing conversation, and allows the three parties to listen and talk to each other. The user has the option of preparing the third party for the call, by opting when to bring them into the conversation with the original party.

How do you use it? To use Three-way conferencing, you must start on a connected call. Press the "Conf" or "Conference" key on the phone, and then enter the number of the third party you wish to conference in. Once they answer the call you can speak to them privately, and then press the "Conf" or "Conference" key again to join all parties together.

Note: If either of the two parties hang up during the call, the call with the other party remains connected. If the user hangs up, the other two parties will be disconnected.

Default Setting: On (not configurable).

 

Push-To-Talk

What is it? Push-To-Talk allows a user to page another handset. No action is required on the other handset - it will automatically answer the call and turn on the loudspeaker.

How do you use it? On a handset, press "More" and then "PTT". Enter the extension of the phone you would like to page and press "Enter". The other phone will emit a beep on the loudspeaker, and automatically answer the call, allowing two way communication.

Default setting: On.

How to set in Toolbox: Under "Outbound Call Features" change the status next to "Push to Talk" to On or Off as required, and then click "Confirm changes" down the bottom of the screen.

 

N-Way Calling

Note that this feature is only available on the Manager or Receptionist handsets.

What is it? N-Way calling is similar to the Three-Way call feature, however it allows up to 15 parties to be connected to a single call.

How do you use it? Follow the same instructions as Three-way calling, repeating the process to add each additional call to the conference

Default Setting: On (not configurable).

 

Busy Lamp Field

Note that this feature is only available on the Receptionist handset.

What is it? Busy Lamp Field will automatically show you every user in the location, and assign each user to a dedicated key which can be used to see their status and perform actions.

How do you use it?

  • To see the status of a user, look at the icon next to their name. A head/green light means their line is free, a stop sign/red light means it is in use.
  • To dial a user, just press the button next to their name.
  • To transfer to a user or conference in a user follow the steps for that feature, but just press the user's button instead of entering their extension number.

 Default Setting: On (not configurable - every user in the location is automatically configured).

 

Group-level features

Note that these features affect the entire Number Group, not just a single extension. As such, they are only configurable by admin users.

Call Park

Note that this feature is only available on the Standard, Manager or Receptionist handsets.

What is it? Call Park enables a user to put a call on hold and to retrieve it from another handset within the group.

How do you use it? Once you are on a call, you can "park" it by pressing the "Call Park" button and then entering a valid extension number. On another phone with Call Park support (Standard or above) you can retrieve the call by pressing "More" and then "CallRtrv" and entering in the same extension number. If you do not retrieve the call within 30 seconds, the call will reappear on the first handset.

Default Setting: On.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Call Park" in My Products > Business Voice > Manage > Manage group settings and then click Save.

 

Call Pickup

What is it? Call Pickup allows a user to answer a call that is ringing on another handset.

How do you use it? To answer a call that is ringing on another extension, lift your handset and dial *98. If you want to pick up a call that is ringing on a specific handset, dial *97 and then the extension number (e.g. *97200 for a call on extension 200).

Default Setting: On.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Call Pickup" in My Products > Business Voice > Manage > Manage group settings and then click Save.

 

Music On Hold

What is it? This service allows a caller to be put on hold, and to hear music played to them while on hold.

How do you use it? When on a call, press the Hold button on the phone. The end caller will hear the selected music, and they will not be able to hear you (or you hear them) until you press the Hold button again to take them off hold.

Default Setting: On, Classical.

How to set in Toolbox: Turn this feature on or off using the ON/OFF toggle switch it next to "Music on Hold" in My Products > Business Voice > Manage > Manage group settings. Select the desired music to play and then click Save.

Was this article helpful?

YesNo

Can't find what you're looking for?

If you need a hand, our friendly Support Team is available 24/7. Just shoot us an email or call 13 22 58 and we'll be happy to help.

Try another search Call us on 13 22 58 Tweet us at @iinet