myCloudPBX Call Codes

Training Mode

Training Mode enables the ability to listen in / provide training on a call. This is useful for call centre training operations where a supervisor or manager can listen in to an agents live call and provide realtime feedback.

Enable Training Mode on the PBX.

From the PBX Configuration screen, click ‘Manage Applications’.

Once inside the add-ons screen, enable the 'Training Mode‘ option.

TIP

After enabling Training Mode, all extensions will now have the ability to enable Training Mode & Training Mode privacy.

Enable Training Mode On Per User Basis.

Training Mode & Training Mode Privacy are configured on a per extension basis.

From the myCloudPBX Portal, click on 'Offices & Users‘.

Select the extension you wish to modify.

To allow an extension to listen in on others, select 'Enable Training Mode'.

Selecting 'Enable Extension Privacy‘ will ensure that no one can listen in on the extension. (useful for management etc.)

A manager might select both options, allowing them to listen in / provide training to others, and also block others from listening into them.

Training Mode Call Controls

To begin Training Mode, dial 88 followed by the extension number to listen to.

During a call, a Manger/Supervisor has the ability to speak with a user, the remote party, or both using the below shortcuts.

These controls are based on the direction of the call.

For Outgoing Calls:

• Press 1 to speak with the Remote Party.
• Press 2 to speak with the PBX User.
• Press 3 to engage 3 way chat.
• Press 0 Mute yourself.

For Incoming Calls:

• Press 1 to speak with the PBX User.
• Press 2 to speak with the Remote Party.
• Press 3 to engage 3 way chat.
• Press 0 to Mute yourself.

In-Call Shortcuts

Group Intercept

• Used to pickup a ringing call from within a Pickup Group. Dial ** to pickup a call ringing on a different handset.

  TIP

  Note: This only works when in the same 'pickup group'.

Direct Intercept

• Used to pickup a ringing call on any extension on the PBX. Dial ** followed by the extension number you wish to pickup.

  TIP

  EG: ** 101

Adhoc Call Recording

• Dial #8 during a call to enable an adhoc recording. Dialling #8 a second time will end the recording.

TIP

Note: This will only start / stop the adhoc recording, if you have call recordings enabled globally, they will be unaffected by this.

Voicemail

Accessing Personal Voicemail

• Dial 777 to access your Voicemail. Enter your PIN when prompted.

Accessing Another Users Voicemail

• Dial 778 to access another users Voicemail. Enter the Extension Number followed by the PIN when prompted.

Directly Dial Another Users Voicemail

• Dial 6 followed by the Extension Number of the user.

Vertical Service Codes

Enable Click-to-Dial

• Dial 12345 to enable Click-to-Dial.

Delayed Echo Test:

• Used to test audio quality. Dial 9195 and we'll repeat back to you after 5 seconds.

Instant Echo Test:

• Same as delayed echo test, only instant. Dial 9196 and we'll repeat back to you.

Milliwatt Test:

• Dial 9197 for a Milliwatt Test.

Music On Hold Test:

• Dial 9199 to listen to you Music on Hold Stream.