How to Transfer Caller Back Outside

QUESTION:

Can I transfer a caller to another number? Or am I limited to just transferring to another in-house extension?

ANSWER:

An incoming call can be forwarded to another extension, but not directly back out to another number.

However, there is a way to do that with an extra step as follows:

You need to transfer the caller to a mailbox. Then the caller needs to press "0" to return to the main menu, where they can dial another extension – one that forwards to the other outside number.

This method is only useful if you have specific number that you always need to transfer people to.

This is how you program the system to make this work:

1. Program an extension to forward to the outside number. Let's say you use extension 15 for this purpose. Function 16 is used to program extension forwarding.
   
2. You need to leave the forwarding method set to the default, which is to use two lines. Function 37 sets the method, but you leave it as the default.
   
3. Log into mailbox 315 and record the following greeting: "Please press 0 and then dial 15"

Now, if you answer a caller who needs to be transferred to that other outside number:

1. Tell them that you will transfer them but that they need to press 0 and then 15 when they hear it answer. They will hear that instruction again when they hear the greeting that you recorded in step 3.
   
2. Press the flash button on the phone and dial the mailbox of that extension you are using for this purpose. In this example, 315 is the mailbox for extension 15. So you flash, dial 315, and hang up.
   
3. The caller will hear the greeting in mailbox 315 instructing them to dial 0 and 15. When they do that, 0 returns them to the main menu where they can dial any extension. Dialing 15 will transfer them to that other number that 15 is programmed to forward to, as you set up in step 1 above.

Can I transfer a call and conference all three of us?

You can hook-flash on any extension to transfer a caller to another extension or to an outside number.

If you want to join all three in a conference, just press hook-flash again.

Can I use multi-line phones?

The VoicePro is designed to work with single-line phones. It gives these phones multi-line access via program functions. 

If you insist on using two-line or four-line phones, read on...

If you use two-line phones, for example, you have a choice of connecting just one extension to each phone and using it as a single-line phone, or you can connect two extensions to each phone. But in that case you can only have three phones on the VP206 (two extensions each).

It really doesn’t make sense to have two extensions going to the same phone because the VoicePro is a phone system that lets any single-line phone get access to any outside line.

Incoming calls are handled by the Auto Attendant and routed intelligently based on your custom programed menu, as explained above. So, once again, no need for two lines going to a single phone anymore.


Problems With Using Multi-line Phones

If you have a special need that requires two-line phones to be used, make sure you understand what you want to accomplish.

Usually you would not need an intelligent phone system such as the VoicePro if you just want each incoming line to connect to each phone. This is because the phones have button to select the line you want. If you do this, you would be bypassing the functionality of the VoicePro.

More importantly, if you place one line on hold to answer the other, the VoicePro will not know you placed someone on hold. So it will not play music-on-hold (assuming you connected a music source).

It will also not remind you that you left someone on hold by ringing you back.

These are functions of the VoicePro, but they only work if you place someone on hold via the flash button.

How do multiple callers get through?

The VoicePro can handle two or four simultaneous callers, depending on which version you buy. But you need multiple lines from your phone company so that multiple callers can ring in at the same time.

In addition, you will want the phone company to enable rollover, so that you use just one number for your business. If the first incoming line is being used, the next caller rolls over to the next line and rings in on that line.

The VoicePro will answer any ringing line and help route the caller, either with your custom auto attendant menu, or by ringing direct to extensions based on your programming.

How can the Automated Attendant be used?

The VoicePro VP206 has 6 extension jacks to connect in-house phones. The VP412 has 12 jacks. You really only need a single-line phone for each extension.

When you pick up any phone to make a call, the system gives you dial tone from wherever it finds a free line. You don't need to think about it.

Incoming calls can be handled in two different ways based on your needs:

1. Either program the unit to automatically send specific incoming lines to specific extensions. The Caller-ID of the incoming call will be sent to the extension phone.
   
   
2. Or let the auto attendant answer all incoming calls the same way (with your company greeting and a prompt menu). The caller can select from the menu or dial any extension direct if they know it. The line they came in on is not an issue.

How are multiple incoming calls routed?

Say you use extension 10 and your associate uses extension 11. The first caller who dials 10, or selects a menu option that you programmed to ring extension 10, will obviously get through.

If a second caller dials an extension that is busy, or selects a menu option that rings to a busy phone, they will go to that extension's voicemail instead.  Each mailbox has a personal greeting that can be recorded by that person or for that department. Each extension has its own voice mailbox.

If the second caller selects 11 while you are talking on 10, no problem. Extension 11 rings and your associate can answer.

Now, what if you don't want the second caller to drop into voicemail, you can program any menu option to ring multiple phones.

With a single-line phone you can also answer another ringing phone by dialing *50. 

Does the VoicePro have a call waiting option?

There are two ways to answer that question...
 

1. If another caller dials your extension and you are busy then you will not get call waiting. Instead the caller will hear your voice mail greeting and can leave a message. Every extension has its own voice mailbox.
   
   A solution is to program your extension to transfer to another extension if busy or no-answer. Then when another caller dials your extension, the other extension will ring if you are on yours. You can either answer the other, or place the present caller on hold and dial *50 to connect to the other caller.
   
   
2. If you have call waiting service from your phone company, the VoicePro will not respond to this. But if you are talking and you hear the call waiting tone, you can answer the other caller by forcing a hookflash to the outside line.
   
   If you just press the flash key on your phone, the VoicePro will put the present party on hold and give you dialtone to make another call. That's not what you want to do. You need to force the flash to go to the CO. You do that by dialing "52" after you press the flash button.

Can I transfer a call from one extension to another?

Yes. You can transfer a caller from one extension to another by pressing 'flash' and then dial the other extension. If you don't have a flash key on your phone you can always press the cradle button as if you were hanging up, but just for a second and then release it. This is the same as a flash...you will have placed the caller on hold and you will hear another dialtone so you can dial another number.

After dialing the other extension, you hang up and the caller will be transferred. Or you can stay on the line and announce the caller to the new party before hanging up.

Can we set the Daytime Greeting by the day of the week as well as for the hours?

Yes. The automated attendant has three greetings that can be used. 

You can specify what the daytime hours are for weekdays and you can specify what those weekdays are. You can create a greeting that plays to callers during daytime hours and another that plays at nighttime.

Anything else is considered a weekend and you can also record another greeting that plays on weekends.

Can a call ringing on a particular extension be intercepted by another?

Yes, you can pick up any extension and dial *50 to connect to the caller who is ringing to another extension.

We need to see the Caller ID on all incoming calls. Does this work?

The Voice Pro passes Caller ID through to the phones connected to the extension ports. If you have a display on the phone it will show the Caller ID name and number, if available from your phone company.

If I just want my calls to go to voice mail. How can I do that?

Each extension can be programmed to forward calls to another extension, to a remote phone number, or to a voice mailbox. Actually you can forward to any voice mailbox other than your own as well.

Enter station programming by pressing * then #. Then follow the prompts to set up forwarding. Forward your calls to any mailbox by placing a "3" in from of the extension number. Example: If you are programming extension 14 to go to its own voicemail you would specify the mailbox as "314".

Can I use it just as a message center for callers to leave messages for my employees?

Yes, you do not need to connect phones to the extension ports in this case. Just have one phone on extension 10 so you can program it through that phone and record the greetings for the various mailboxes. Of course you can do that by calling in from the outside as well.

Program all extensions to forward their calls to voicemail so the unit doesn't waste time ringing a non-existent phone in case someone tries to dial one of the extensions.

You can forward all extensions to one common mailbox if you wish.

How do I set up the different voice mailboxes and record messages for each mailbox?

First of all, not all mailboxes are associated with an extension. Only the first 6 or 12 (depending on which VoicePro you have) are real extensions where you can connect phones. All the rest are "greeting-only" mailboxes. Also known as "broadcast" mailboxes.

You can change the broadcast mailboxes to full-featured voice mail on any of the additional mailboxes up to mailbox 99 by changing its password to a 4-digit code that starts with a numeric. 

Broadcast mailboxes have a password that starts with a * and defaults to "**99". All the mailboxes beyond the physical extensions are broadcast mailboxes by default.

The physical extensions have mailboxes that are full-featured by default.

"Greeting only" mailboxes differ from full-featured mailboxes in the following way. They do not allow a caller to leave a voicemail message. After the greeting the caller is returned to the system main greeting and they can select other menu options.

Does the VoicePro have a battery backup?

The Voice Pro has a battery that keeps its memory for up to five hours during a power failure. But it does not provide power to ring the phones. Therefore, during a power failure, the VoicePro simply passes the calls through to the phones as follows...

Line 1 rings to extension 10, line 2 ring to extension 11, and so on.

When power comes back, it will use the automated attendant to handle the calls assuming you had created a custom menu.

For extra security, it is recommended that you put the VoicePro behind a UPS that also provides surge protection. The UPS will also allow the full functioning of the unit during a power outage.

Is there a way to adjust the sound volume of voice mail greetings and messages?

Program Function 41 is used to adjust volume. You can set the volume independently for system greeting messages and for playback of voicemail messages.

In addition to pre-programmed volume, a caller can raise and lower volume of of a voice mail message while listening to it. Pressing 7 will lower it and pressing 9 will increase the volume. They can keep pressing either key to further adjust the volume in either direction.

When transferring a call to a cell phone, can the VoicePro be programmed to take a message after a delay if the cell phone is not picking up when switched?

Yes. You need to enable "remote call screening" with function 17. Then the system will take the call back again if there is no answer or if you answer and do not accept the call after hearing the caller's name.

If your cell phone answers automatically, it will not respond to the screening request. So the VoicePro will take the caller back and it will play the greeting of the extension's voice mailbox before taking a message.

One other thing to keep in mind is that the above will only work if you let the system transfer the forwarded calls using the hook-flash transfer method. If you program it to use a second line to forward calls, it will not take unanswered calls back again. Hook-flash transfer works only if you have 3-way calling or Centrex on your phone line(s).

Where do messages go if I program it to ring multiple extensions and no one answers?

Each extension has it's own mailbox. But if you ring several extensions as in the last question, then the mailbox of the first in your list will be used to play it's greeting and take a message if none of the extensions in your list answer.

Can I use the VoicePro for a small company with only one phone line?

Yes. But only one call will come through to the VoicePro at a time. So that means only one caller will be handled at a time. The next caller will get a busy signal.

You still get the benefit of multiple extensions and departments to make a small company look big.

Can I create departments like press 1 for sales, press 2 for accounting? And can a department ring on more than one phone?

Yes you can create a menu with single-key options for departments just like you said. You can make any menu option ring a single extension or ring several extensions that you specify.

If you don't answer, each extension has its own voice mailbox.