Voice Complete calling features
Voice Complete Feature Pack 1
The following features are standard for all Lumen® Voice Complete® customers. You manage these features using the Voice Complete Feature Manager (within Control Center).
Use this feature to answer an incoming call while on another call. For analog lines on the managed IAD, when a second call is received you are on a call, you will hear the Call Waiting tone. To answer the waiting call, press the flash hook. By pressing the flash hook again, you reconnect to the original party and holds the waiting party. The feature completes when any party hangs up.
You can turn Call Waiting on and off using the Voice Complete Feature Manager. You can also turn off Call Waiting on a per-call basis by dialing the feature access code (*70 is the default). Once the call ends, Calling Waiting is turned on again.
If your organization uses a PBX and you turn on Call Waiting, the call is delivered to the PBX and the PBX is responsible for handling the call. When Call Waiting is turned off, callers hear a busy signal when you are already on a call.
Use this feature to block delivery of your caller ID information. Manage this feature using the Voice Complete Feature Manager. The user controls the service via a Web interface, which provides the ability to activate and deactivate the service. If activated, all calls made by the user have the user’s identity blocked. If this feature is turned on, you can choose to send caller ID information on a per-call basis by entering the feature access code (*65 is the default). Once the call ends, Calling Line ID Blocking is turned on again.
Use this feature to block your outgoing caller ID on a per-call basis by dialing the feature access code before making a call (*67 is the default).
- External and Internal Calling Line ID Delivery applies to receipt of Calling Line ID on incoming calls.
- External refers to incoming calls originating outside the user’s group.
- Internet refer to incoming calls originating inside the user’s group.
- Users can set each feature to be on or off.
As an administrator, use this feature to intercept calls routed to a non-working internal line with informative announcements and alternate routing options (e.g., when a user leaves the organization).
As an administrator, use this feature to block specified incoming calls to your organization, department, or individual users. For example, you can prevent some users from receiving calls from outside the company. In addition to being able to configure which types of calls each user is restricted from receiving (for example, intra-group), you can regulate incoming calling by restricting specific digit patterns.
Individual users can also have custom configurations set for them by the group administrator, such as for the CEO or a lobby phone. To block a number for a user, first add the number to the group calling plan (leaving the checkbox selected for all users), then block the number for the user or phone.
As an administrator, use this feature to block users from making certain types of outgoing calls, such as international or directory assistance. Configure the outgoing calling plan using the Voice Complete Feature Manager. In addition to configuring the types of calls each user is restricted from making, group administrators can regulate outgoing calling by restricting specific digit patterns.
Individual users can also have custom configurations set for them by the group administrator, such as for the CEO or a lobby phone.
As an administrator, use this feature to configure the calling name and number. This information is visible to users in their profiles as read only. At the group level, administrators can control whether a single telephone number or group name appears for all calls within the Voice Complete platform. Once the call leaves the Voice Complete platform, the name the receiving end sees is based on the industry database configuration set during order provisioning for the calling number.
The group administrator can also configure the number being sent out for a phone number. They can also manage the name sent out, but the name applies only to calls that stay within the Voice Complete platform. Again, calls that leavs the Voice Complete platform show the industry database configuration set during order provisioning for the calling number.
As an administrator, use this feature to redirect all incoming calls to another phone number. Users have the option to activate and deactivate the service by dialing a feature access code or configuring the service using Voice Complete Feature Manager or the Voice portal. If activated, a user must specify the forwarding number.
Provides the name and number of the group (or company) for outgoing calls from users in the group, rather than providing the user’s own name and number. You can also set the group number a per-user basis, which is useful for multi-location groups.
However, the name is provided only for other users of the service. The number is passed to both the service and PSTN, so is provided for all call recipients.
Voice Complete Mobility Feature Pack
The Mobility Feature Pack is an optional add‑on for Voice Complete users. You manage these features in the Voice portal. The Mobility Feature Pack allows you to access and configure two services also accessible in Voice Complete Feature Manager: Call Forwarding Always and Personalized Name Recording.
Access the Voice portal using the phone number assigned to you and enter passcode provided by your administrator.
To edit settings for the Voice portal in the Voice Complete Feature Manager:
- Using the left menu, click Services, click Service Tools, then click Voice Complete Features.
Control Center shows the groups associated with your Voice Complete service.
- Click the All Numbers tab.
- Search for the phone number you want to work with.
- Click the Calling Features tab.
- Find the section for Voice portal.
- Click Edit.
- To enable auto‑login to the Voice portal when calling from the desk phone, select the checkbox.
Use this feature to redirect all incoming calls to another phone number. Users have the option to activate and deactivate the service by dialing a feature access code or configuring the service using the Voice Complete Feature Manager or the Voice portal. If activated, a user must specify the forwarding number.
To access this feature using the Voice portal:
- Access the Voice portal as described above.
- Select the option to access Call Forwarding Always.
- Follow the prompts.
To verify or change activation status from your desk phone, dial a feature access code:
- To turn on Call Forwarding Always, press *72.
- To turn off Call Forwarding Always, press *73.
- To check whether Call Forwarding Always is turned on or off, press *21*.
Enables a user to redirect incoming calls to another destination when an incoming call encounters a busy condition. Users have the option to activate and deactivate the service by dialing a feature access code or configuring the service using the Voice Complete Feature Manager. If activated, a user must specify the forwarding number.
To verify or change activation status, dial a feature access code:
- To turn on Call Forwarding Busy, press *90.
- To turn off Call Forwarding Busy, press *91.
- To check whether Call Forwarding Busy is turned on or off, press *67*.
Enables a user to redirect calls to another destination when an incoming call is not answered within a specified number of rings. Users have the option to activate and deactivate the service by dialing a feature access code or configuring the service using the Voice Complete Feature Manager. If activated, a user must specify the forwarding number and the number of rings before forwarding.
To verify or change activation status, dial a feature access code:
- To turn on Call Forwarding Busy, press *92.
- To turn off Call Forwarding Busy, press *93.
- To check whether Call Forwarding Busy is turned on or off, press *61*.
This feature can be used to forward calls to a new phone number when Lumen cannot reach the normal customer destination (e.g., the IP PBX is not responding).
To verify or change activation status, dial a feature access code:
- To turn on Call Forwarding Not Reachable, press *94.
- To turn off Call Forwarding Not Reachable, press *95.
- To check whether Call Forwarding Not Reachable is turned on or off, press *63*.
Enables users to define a “find-me” list of phone numbers that are alerted sequentially for incoming calls that match specified criteria. While the service searches for the user, the calling party is provided with a greeting followed by periodic comfort announcements to please hold while the called party is being reached.
Use this feature to have multiple phones ring simultaneously when any calls are received on your Voice Complete phone number. The first phone to be answered is connected. For example, calls to your desk phone could also ring your mobile phone, in case you're not at your desk.
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