Activation

To activate the feature for users, proceed as follows:

  • Log in as sysadmin.
  • Navigate to Menu → System Settings → Resources → "Client Users".
  • Enter "portal.Acd.AcdGroups.CallTransfer.DTMFControl" in the filter field.
  • Click the "X" button.

It should look as shown below — then the feature is activated.

The same process applies for Client Administrators

Usage

If you are currently in a call, you can use DTMF codes to control various system functions. Using the star key, you place the call on hold. With the number keys and the hash key, you select the required function. With the star key you retrieve the call as required.

The following diagram illustrates this:

The available functions are:

Function

Key or Key Combination

Hold and retrieve

*

Forward call to a number

*1, then telephone number

Forward call to an ACD group

*2, then ACD group number

Forward call to an agent

*3, then agent number

Announce a number

*4, then telephone number

Record call as junk.
The number of the caller will be added to the
junk call list.

*5

Park the call.
The caller hears music on hold,
the agent hears a short beep at a longer interval.

*6

Request that a supervisor join the call

*7

Call recording (menu)

# (without star!)

Please note that, in certain scenarios, DTMF transmission may be unreliable and lead to unintended detections on both the client and server side. This can cause system functions to be triggered without any action by the agent. Investigating and resolving faulty DTMF transmission within network infrastructures can require significant time and financial resources.


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