Soft Keys

The four buttons immediately below the LCD display are soft keys.

 - Each soft key performs the action displayed immediately above it.

 - Soft key behavior is context sensitive – the associated soft key action changes according to the current phone state.

Place a Call

 - Lift the handset, press the speakerphone button or headset button.

 - Dial the number, and then press the Send soft key.

Redial

 - To redial the last number, press the RD button twice.

 - To view previously dialed numbers, press the RD button once and then use the up and down arrow keys to scroll through the list. Press the Send soft key to dial the highlighted phone number.

Voicemail 

 - To access voicemail messages, press the Message button.

 - Depending on your system configuration, you may be prompted for a voicemail PIN number.

Call Hold

 - To place an existing call on hold, press the Hold button or the Hold soft key.

 - To retrieve a call on hold, press the Resume soft key.

 - If multiple calls are on hold, use your up & down navigation arrows to scroll through held calls, then press resume when the correct caller is displayed on the.

Call Transfer

A transfer can be either 'blind' or 'attended'. 

A Blind Transfer is a transfer to another extension without agents of each extension conversing. The call is blindly transferred to the destination. By comparison, in an attended transfer the two agents have their own call first. The initial caller is placed on hold while the agents discuss the call. If the agent being transferred to is available, the transfer acts as normal from this point forward. 

Blind transfers:

While on a call:

 - Press the “Tran” soft key to start the blind transfer procedure. Dial the extension number of the person you would like to transfer the call to. Press “Tran” to complete the procedure

Attended Transfer: 

While on a call: 

 - Press the “Tran” soft key to start the attended transfer procedure. This will automatically put the caller on hold. Dial the extension number of the person you would like to transfer the call to. Press “OK” to call

 - The transfer recipient answers and accepts to take the call

 - Press the “Tran” soft key to transfer the call

 - The original caller and the transfer recipient are now connected.

Call History

To view missed, received, or placed calls:

 - Press the History soft key

 - Use the left and right arrow keys to choose between All Calls, Dialed Calls, Received Calls, Missed Calls, and Forwarded Calls.

 - Use the up and down arrow keys to scroll through the list.

 - To dial a number, highlight it and then press the Send soft key.

 - To delete a number, highlight it and press the Delete soft key.

Line Key Configuration

The six line keys can be configured to do many different things, including: 

BLF

BLF, or 'Busy Lamp Field'. This will display the status of a given extension using the coloured lamp, and also allows agents to use it instead of typing an extension to call or transfer. This is what most of the line keys in the Infinite office are set up to do. 

Speed dial

Can be configured as speed dial to any extension or outbound number

Shared Parking

Shared Parking allows calls to be placed on hold in 'Parking', from which anyone else can pick it back up

Change Status,  Agent log in/log out
Line keys can also be set up to change status between Available, Away, DND, Lunch, and buisness trip. They call also be used to log in and out of call queues. 

To have these configured - you can contact [email protected] to get the template for the changes.