Quick tips and a detailed command guide to set up and get the most from your phone system.
When you can't or don't want to take calls on your extension, enable "Do Not Disturb" on your device or app (DND button).
Whenever possible, keep your IVR service queues up to date with the correct rules and agent order.
Don't share the passwords for your extensions or your private area on the site.
Whenever possible, put the call on hold using the pause ⏸ button on your phone or app.
To transfer an incoming or outgoing call, press *2, wait 2 seconds for the prompt, then enter the destination number. It can be an internal extension or an external phone number.
To complete the transfer, wait for the destination to answer, then press *2 again or hang up.
You can also transfer calls directly from your IP phone or app when the device provides a transfer button.
To transfer a call directly without waiting for the destination to answer, press #, wait 2 seconds for the prompt, then enter the destination number. It can be an internal extension or an external phone number.
You can also transfer calls directly from your IP phone or app when the device provides a transfer button.
To pick up calls, your extension must first belong to a previously configured pickup group. Without a group, call pickup is unavailable.
Once your extension is in a group, press *8 while another extension in that group is ringing. The call will be picked up automatically on your extension.
To enable call recording, open the customer portal, go to Requests, and submit a request to activate the feature. Additional monthly charges may apply.
If recording is already enabled, go to Reports > Calls to review incoming and outgoing calls and their recordings.
For calls within Brazil, dial 0 + area code + number, or just the number when it uses the same local area code.
For toll-free 0800 calls within Brazil, dial 0800 XXX XXXX.
For international calls, dial 00 + country code + number.