Troubleshooting

SmartVoice common features and star codes

Learn about the most commonly used SmartVoice features and star codes for your Shaw business phone.

SmartVoice calling features

ComplexityEasy

Use this as a guide on how to use some of the most used features of SmartVoice

  • Call Transfer
  • Call Hold
  • Three way calling
  • N-Way Calling

Use this as a guide on how to use some of the most used features of SmartVoice

  • Call Transfer
  • Call Hold
  • Three way calling
  • N-Way Calling

Call transfer

Consultative transfer

You stay on the line until the call is answered to tell the recipient who is calling.

While engaged in a call to be transferred:

  1. Press the Transfer button on the phone. The initial call will be held.
  2. Enter the complete phone number or extension of the party to receive the call.
  3. Introduce the caller and hang up your extension.
  4. Hang up your handset to drop out of the call and connect the other two parties.

Blind transfer

As soon as you press the line to transfer the call, it will be disconnected and transferred to the intended recipient. While engaged in a call to be transferred:

  1. Press the Transfer button on the phone. The initial call will be held.
  2. Select the shared call, busy lamp field, or speed dial line you wish to transfer the call to.
  3. Hang up your handset to drop out of the call and connect the other two parties.

Details

  • SmartVoice's default call transfer type is consultative (also known as a warm transfer).
  • With a consultative transfer the caller's CID information is hidden. When a call is transferred the caller ID information displayed would belong to the person who is transferring the call.
  • With a blind transfer (sometimes known as a cold transfer), as soon as you press the line to transfer the call, it will be disconnected and transferred to the intended recipient. With a blind transfer the caller ID information displayed would belong to the caller or individual who is being transferred.

How to change the default call transfer type permanently

  • VVX300/311: Home > Settings > Basic > Preferences > Default Call Transfer
  • VVX400/411: Home > Settings > Basic > Default Transfer Type
  • VVX500/501: Home > Settings > Basic > Preferences > Default Call Transfer
  • VVX600/601: Home > Settings > Basic > Preferences > Default Call Transfer

Tip: On a VVX 600, because it is a touch-screen, you will have to swipe up in order to scroll down in the preferences menu. On any of our other phone models, use the wheel and select buttons to navigate the menu.

How to change the default call transfer type temporarily, on a per call basis

  1. Select Transfer and hold until the transfer screen appears.
  2. Press the Blind button that appears at the top right corner.
  3. Select the line you wish to transfer the call to.


Call hold

While engaged in one call:

  1. Press the Hold button on the phone.
  2. Make a second call and toggle between the calls.


Three-way calling While engaged in one call:

  1. Press the Conference button on phone. The initial call will be held.
  2. Enter the complete phone number or extension of the third party. You can press # to signal the end of the phone number or extension.
  3. When the call is connected, press the Conference button again. All parties are connected in a three-way call.

If either of the two other parties hangs up, your call with the remaining party will remain intact. If you started a conference call with three or more other parties, the other parties will be disconnected when you hang up.


N-way calling (up to 6 participants) While engaged in a three-way call with two other users:

  1. Press the Conference button on phone. The initial calls will be held.
  2. Enter the complete phone number or extension of a fourth party. You can press # to signal the end of the phone number or extension.
  3. When the call is connected, press the Conference button again. All parties are now connected in an N-way call.
  4. To add additional callers, repeat this procedure.

If either of the other parties hangs up, your call with the remaining parties will remain intact. If you hang up, the other parties will remain connected.

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SmartVoice star codes quick guide

ComplexityEasy

Star codes are short cut keys on your phone that can be used to quickly access and manage your SmartVoice features. Use this as a quick reference for the most used SmartVoice star codes.

Star codes are short cut keys on your phone that can be used to quickly access and manage your SmartVoice features. Use this as a quick reference for the most used SmartVoice star codes.

Feature Code Description of use
Anonymous Call Rejection Activation *77
  1. Lift telephone handset and press *77.
  2. Replace telephone handset. The service is on.
Anonymous Call Rejection Deactivation *87
  1. Lift telephone handset and press *87.
  2. Replace telephone handset. The service is off.
Anonymous Call Rejection Interrogation *77*
  1. Lift telephone handset and press *77*.
    • When activated, the announcement plays, “The Anonymous Call Rejection service is currently activated.”
    • When deactivated, the announcement plays, “The Anonymous Call Rejection service is currently deactivated.”
  2. Replace telephone handset.
Automatic Callback Deactivation *86
  1. Lift telephone handset and press *86.
  2. Replace telephone handset. All pending ACB requests are cancelled.
Call Forwarding Always Activation *72
  1. Lift telephone handset and press *72.
  2. Enter phone number to which calls are forwarded.
  3. Replace telephone handset. The service is on.
Call Forwarding Always Deactivation *73
  1. Lift telephone handset and press *73.
  2. Replace telephone handset. The service is off.
Call Forwarding Always To Voice Mail Activation *21
  1. Lift telephone handset and press *21.
  2. Replace telephone handset. The service is on.
Call Forwarding Always To Voice Mail Deactivation #21
  1. Lift telephone handset and press #21.
  2. Replace telephone handset. The service is off.
Call Forwarding No Answer To Voice Mail Activation *41
  1. Lift telephone handset and press *41.
  2. Replace telephone handset. The service is on.
Call Forwarding No Answer To Voice Mail Deactivation #41
  1. Lift telephone handset and press #41.
  2. Replace telephone handset. The service is off.
Call Park *62
  1. Place the call on hold.
  2. Lift telephone handset and press *62.
  3. Enter extension of phone on which call is to be parked.
  4. Replace telephone handset. The call is parked at the indicated extension.
Direct Voice Mail Transfer *55*
Speed Dial 8 *74 To program:
  1. Lift telephone handset and press *74.
  2. At the dial tone, enter the one-digit code that represents the number you want to program, followed by the complete number.
  3. Press the # key. The speed number is programmed.
To use:
  1. Lift telephone handset and press the one-digit code representing the number you want to dial.
  2. The speed number is dialled.
Voice Mail Retrieval *98
  1. Lift telephone handset and press *98.
  2. You are connected to your voice mail retrieval menu.
Voice Portal Access *99
Automatic Callback Menu Access *66
  1. Lift telephone handset and press *66.
  2. Press * to cancel all outstanding ACB requests or select an individual Automatic Callback (ACB) request by pressing its associated key.
  3. Replace telephone handset. Individual ACB requests or all ABC requests are cancelled or verified.
BroadWorks Anywhere E164 Dialling *14
Call Bridge *15
Call Forwarding Always Interrogation *72*
  1. Lift telephone handset and press *72*.
    • When activated, the announcement plays, “The Call Forwarding Always service is currently activated. The current forwarding destination is User B ext.”
  2. Replace telephone handset.
Call Forwarding Busy Activation *90
  1. Lift telephone handset and press *90.
  2. Enter phone number to forward calls when you are on the phone.
  3. Replace telephone handset. The service is on.
Call Forwarding Busy Deactivation *91
  1. Lift telephone handset and press *91.
  2. Replace telephone handset. Service is now off.
Call Forwarding Busy Interrogation *90*
  1. Lift telephone handset and press *90*.
    • When activated, the announcement plays, “The Call Forwarding Busy service is currently activated. The current forwarding destination is User B ext”.
  2. Replace telephone handset.
Call Forwarding Busy To Voice Mail Activation *40
  1. Lift telephone handset and press *40.
  2. Replace telephone handset. The service is on.
Call Forwarding Busy To Voice Mail Deactivation #40
  1. Lift telephone handset and press #40.
  2. Replace telephone handset. The service is off.
Call Forwarding No Answer Activation *92
  1. Lift telephone handset and press *92.
  2. Enter phone number to forward calls when you do not answer the phone.
  3. Replace telephone handset. The service is on.
Call Forwarding No Answer Deactivation *93
  1. Lift telephone handset and press *93.
  2. Replace telephone handset. The service is off.
Call Forwarding No Answer Interrogation *92*
  1. Lift telephone handset and press *92*.
    • When activated, the announcement plays, “The Call Forwarding No Answer service is currently activated. The current forwarding destination is User B ext.”
  2. Replace telephone handset.
Call Forwarding Not Reachable Activation *95
  1. Lift telephone handset and press *95.
  2. Enter phone number to forward calls when you are not reachable.
  3. Replace telephone handset. The service is on.
Call Forwarding Not Reachable Deactivation #94
  1. Lift telephone handset and press #94.
  2. Replace telephone handset. The service is off.
Call Forwarding Not Reachable Interrogation *94*
  1. Lift telephone handset and press *94*.
    • When activated, the announcement plays, “The Call Forwarding Not Reachable service is currently activated. The current forwarding destination is User B ext.”
  2. Replace the telephone handset.
Calling Line ID Delivery Blocking Interrogation *54*
  1. Lift telephone handset and press *54*.
    • When activated, the announcement plays, “Your phone number is currently blocked from the party you are calling.”
    • When deactivated, the announcement plays, “Your phone number is currently available to the party you are calling.”
Replace the telephone handset.
Calling Line ID Delivery Blocking per Call *67
  1. Lift telephone handset and press *67.
  2. Dial the phone number.
  3. The call is placed, and your calling line ID is not displayed.
Calling Line ID Delivery Blocking Persistent Activation *31
  1. Lift telephone handset and press *31.
  2. Replace telephone handset. The service is on for all calls.
Calling Line ID Delivery Blocking Persistent Deactivation #31
  1. Lift telephone handset and press #31.
  2. Replace telephone handset. The service is off for all calls.
Calling Line ID Delivery per Call *65
  1. Lift telephone handset and press *65.
  2. Dial the phone number.
  3. The call is placed, and you’re calling line ID is displayed for this call.
Call Park Retrieve *82
  1. Lift telephone handset and press *82.
  2. You are connected with the call you parked.
Call Pickup *88
  1. Lift telephone handset and press *88.
  2. The longest-ringing phone in your call pick-up group is connected.
Call Retrieve / Call Pull *11
  1. Lift telephone handset at the location to which you want to retrieve the call.
  2. Press *11.
  3. The active call at another endpoint is answered. It must be the only active call.
Call Return *69
  1. Lift telephone handset and press *69.
    • The announcement plays, “The last incoming number was User B’s ext. To activate Call Return, dial “1”; otherwise, hang up.”
  2. Press 1. The last incoming phone number is redialled.
Call Return Number Deletion #69
  1. Lift telephone handset and press #69.
    • The announcement plays, “Thank you, the last incoming number is now deleted.”
  2. The last incoming phone number is deleted.
Call Waiting Interrogation *53*
  1. Lift telephone handset and press *53*.
    • When activated, the announcement plays, “The Call Waiting service is currently activated."
    • When deactivated, the announcement plays, “The Call Waiting service is currently deactivated.”
  2. Replace telephone handset.
Call Waiting Persistent Activation *43
  1. Lift telephone handset and press *43.
  2. The Call Waiting service is turned on for all calls.
Call Waiting Persistent Deactivation #43
  1. Lift telephone handset and press #43.
  2. The Call Waiting service is turned off for all calls.
Cancel Call Waiting *70
  1. Lift telephone handset and press *70.
  2. The Call Waiting service is turned off so that you can make an uninterrupted phone call.
    • Call Waiting will turn back on after your next outgoing phone call.
Call Trace *57
  1. Lift telephone handset and press *57.
  2. A trace has been started for the identification of the last incoming call.
Directed Call Pickup *55
  1. Lift telephone handset and press *55.
  2. Enter the extension where the call is ringing.
  3. You answer the ringing call at the specified extension.
Directed Call Pickup with Barge-in *33
  1. Lift telephone handset and press *33.
  2. Enter the extension where the call is either ringing or ongoing.
  3. You answer or join the call of the specified extension.
Direct Voice Mail Transfer *55*
Do Not Disturb Activation *52
  1. Lift telephone handset and press *52.
  2. Replace telephone handset.
  3. The service is on. Your phone does not ring while this service is on for all calls.
Group Call Park #58
Hunt Group Busy Activation #51
  1. Lift telephone handset and press #51.
  2. Replace telephone handset.
  3. The Hunt Group Busy policy is enabled. When the policy is enabled, calls to the hunt group receive busy treatment.
Hunt Group Busy Deactivation #52
  1. Lift telephone handset and press #52.
  2. Replace telephone handset.
  3. The Hunt Group Busy policy for your hunt group is disabled.
Hunt Group Busy Interrogation #53
  1. Lift telephone handset and press #53.
    • When activated, the announcement plays, “The Hunt Group Busy policy is currently activated.”
    • When deactivated, the announcement plays, "The Hunt Group Busy policy is currently Deactivated."
  2. Replace the telephone handset.
Last Number Redial ##
  1. Lift telephone handset and press ##.
  2. The last outgoing phone number is redialled.
Location Control Activation *12
Location Control Deactivation *13
Music On Hold Per Outbound Call Deactivation *60* Music on Hold can be disabled during outbound calls on a per call basis.
  1. Lift telephone handset and press *60*.
  2. Wait for dial tone and dial number to call.
  3. Music on hold service is turned off for this call.
No Answer Timer *94
  1. Lift telephone handset and press *94.
    • The announcement plays “Please enter the number of rings before the system applies no answer handling for your incoming calls.”
  2. Enter the desired number of rings.
    • The announcement plays “The system will apply no answer handling after # rings for your incoming calls.”
  3. Replace the telephone handset.
Push to Talk *50
  1. Lift telephone handset and press *50.
  2. The service is on for this call. You can now instantly be connected to selected users, depending on how you have configured your push to talk service.
Selective Call Forward Activation *63
  1. Lift telephone handset and press *63.
    • The announcement plays "The Selective Call Forwarding service is currently activated."
  2. Replace the handset.
Selective Call Forward Dectivation *64
  1. Lift telephone handset and press *64.
    • The announcement plays "The Selective Call Forwarding service is currently deactivated."
  2. Replace the handset.
Selective Call Rejection Interrogation *60
  1. Lift telephone handset and press *60.
    • When activated, the announcement plays “The Selective Call Rejection service is currently activated.”
    • When deactivated, the announcement plays “The selective Call Rejection service is currently deactivated.”
  2. Replace telephone handset.
Speed Dial 100 *75 To program:
  1. Lift telephone handset and press *75.
  2. At the dial tone, enter the two-digit code (0-99) that represents the speed dial number you want to program, followed by the complete phone number, then press the # key.
  3. The speed number is programmed.
To use:
  1. Lift telephone handset and press #, followed by the two-digit code representing the number you want to dial.
  2. The speed number is dialled.
Clear Voice Mail MWI #98
  1. Lift telephone handset and press #98.
    • The announcement plays "Voice message waiting indicator has been cleared."
  2. Replace telephone handset.
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SmartVoice Polycom phone user guides

ComplexityEasy
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