In this short lesson, we will outline a cheat sheet of feature codes your agents and call center members need to know for everyday operations.
- *50 – Log in and Log out from a specific queue.
- *51 – Pause and Resume an agent from a specific queue.
- *52 – Log in and Log out the agent from all the queues the agent is a member of.
- *53 – Pause and Resume an agent from all the queues they are a member of.
- *54 – Spy on an extension in Barge Mode. This allows you to listen to listen to a call
an agent is on and participate in the conversation. - *55 – Spy on an extension. This allows you to listen to a call without the agent or the
callers knowing you are listening. - *56 – Spy on an extension in Whisper Mode. This is normally known as coaching. This
feature allows you to listen to a call and be able to speak with your agent without the
caller knowing you are in the conversation. - *57 – Spy on a random channel. This will allow you to listen to a call from a random
agent. - *80 – This allows you to Hot Desk into a device.
- *90 – This code allows you to Hot Desk into a device and log into your queues in a
single step. Dial *90#QUEUE_NUMBER#FEATURES_PASSWORD, and this will log
you into the queue using your features password.
These are the most common feature codes you will use in everyday operations in a Call Center.
Every code has a prompt that will guide you through the process of operation.
