Feature Codes

Feature codes enable special actions during calls using your phone's keypad. By configuring custom codes in your settings, you can access functions like call transfers, call pickup, and recording with simple keypad combinations.

Understanding Feature Codes

Each feature code starts with * (asterisk) followed by your configured digits. You can customize these codes in your settings to match your preferences.

note

The codes shown in examples (like *11, *22) are just examples. You can configure any numeric combination that works for your team.

Available Features

Attended DTMF Transfer

An attended (warm) transfer occurs when an active call is put on hold while you initiate a call to a third party. This allows you to speak with the recipient before completing the transfer.

PSTN Route Setup

To use call transfers with regular phone number forwarding (PSTN routes), you must first enable "Allow Call Transfer" in the PSTN route settings. See Creating a PSTN Route for setup instructions.

Using Feature Codes

1. During an active call, enter your Attended Transfer feature code
2. The original call is automatically put on hold
3. Enter the destination number (extension or external number) followed by #
4. Wait for the recipient to answer
5. Speak with the recipient about the transfer
6. Hang up to complete the transfer - the original caller and recipient will be connected

Cancel Transfer

To cancel an attended transfer and return to the original caller, enter your Attended Transfer feature code again. You'll be reconnected to the original caller.

Using Transfer Button

If your IP phone or softphone has a transfer (xfer) button:

1. Answer the incoming call
2. Put the call on hold
3. Call the destination number on a second line
4. Speak with the recipient
5. Press the transfer button to complete

note

You may need to manually disconnect from the first line if your device doesn't do this automatically

Unattended DTMF Transfer

An unattended (blind) transfer forwards the call without consulting the recipient first. This is useful when you're certain the recipient is available and no introduction is needed.

Using Feature Codes

1. During an active call, enter your Unattended Transfer feature code
2. The call is automatically put on hold
3. Enter the destination number followed by #
4. The call transfers immediately to the new recipient

Using Transfer Button

If your device has a transfer button:

1. Answer the incoming call
2. Press the transfer button
3. Enter the destination number
4. The call transfers immediately

warning

Unattended transfers cannot be cancelled once initiated

Call Pickup

Call pickup allows you to answer calls ringing on other devices in your system. This feature is particularly useful in team environments where calls need to be answered quickly.

There are several ways to use call pickup:

1. General Pickup

   • Enter your Call Pickup feature code
   • Picks up any ringing call in the system

2. Extension Pickup

   • Enter your Call Pickup code followed by an internal extension number
   • Picks up calls ringing on that specific extension

3. Number-Based Pickup

   • Enter your Call Pickup code followed by a full or partial phone number
   • Picks up calls from matching numbers
   • Partial numbers can match multiple devices

Flexible Matching

When using partial numbers for pickup, the system will match any device where the number contains your input. This is useful for picking up calls from specific area codes or number ranges.

Record on Demand

Record on demand allows you to initiate call recording in real-time. This feature requires:

1. Prerequisites:
   • Must be enabled in your contact method settings
   • Requires configured delivery method for recordings
   • Available for SIP accounts and the phone system app
   • Not available for PSTN routes (regular phone number forwarding)

PSTN Recording Alternative

While Record on Demand isn't available for PSTN routes, you can still record these calls using the Call Recorder module. Here's an example setup:

This setup shows:

1. Incoming call through a phone number
2. Call Recorder module captures the conversation
3. Recording is delivered via configured method
4. Call continues to the PSTN route

2. Usage:

   • During a call, enter your Record on Demand feature code
   • A sound effect confirms recording has started
   • Recording continues until the call ends

3. Storage Options:

   A. Delivery Methods Configure where recordings are sent after calls:

   • Email
   • Dropbox
   • FTP/SFTP
   • Google Drive
   • OneDrive

   Learn more about delivery methods

   B. Cloud Storage Integration For accessing recordings through call history:

   • AWS
   • Azure
   • MinIO

   To set up cloud storage:

   1. Go to Settings in the main menu
   2. Select "Cloud Storage Integrations"
   3. Choose and configure your preferred provider

warning

FlyNumber does not store recordings on our servers. To access recordings in your call history, you must configure a cloud storage provider through Settings → Cloud Storage Integrations.

Compatibility

Feature codes work with:

• SIP accounts
• Phone system app
• PSTN routes (regular phone number forwarding)

Feature Availability

Some features have specific requirements:

• Call transfers for PSTN routes require enabling in contact method settings
• Record on demand is not available for PSTN routes (use Call Recorder module instead)
• All features work with SIP accounts and the phone system app

Best Practices

Code Selection

• Choose memorable combinations
• Avoid codes that might conflict with other systems
• Document your chosen codes
• Consider existing team habits
• Test codes before full deployment

Team Training

• Provide feature code quick reference guides
• Practice transfers in non-critical situations
• Document common scenarios
• Regular refresher training
• Share use case examples

Recording Guidelines

• Establish clear recording policies
• Train team on legal requirements
• Document consent procedures
• Regular compliance reviews
• Monitor storage usage

Common Use Cases

Scenario	Feature	Configuration Tips
Support Escalation	Attended Transfer	Use when caller context needs to be shared
Reception Routing	Unattended Transfer	Perfect for known department transfers
Team Coverage	Call Pickup	Great for small teams sharing call responsibilities
Client Meetings	Record on Demand	Ensure proper consent procedures are in place

System Integration

Consider how feature codes fit into your overall call flow. For example, you might:

• Use transfers with Ring Groups
• Combine recording with Queue management
• Integrate pickup with Time Router schedules