Hotline

Hotline provides partner extensions with one-button calling and Transfer.
Programming for this Feature
Programming Hotline
User Operation
Hotline
Important points to understanding Hotline
Hotline Automatic Transfer
Hotline and Call Coverage Key Surfing

Description

Hotline gives a keyset user with a programmed Hotline key one-button calling and Transfer to another extension (the Hotline partner). Hotline helps co-workers that work closely together. The Hotline partners can call or Transfer calls to each other just by pressing a single key.

In addition, the Hotline key shows the status of the partner’s extension:
Hotline Busy Lamp Indications
When the key is: The partner extension is:
Off Idle or not installed
On Busy or ringing1
Medium Flash Partner extension is in DND for outside calls (option 1).
Fast Flash Partner extension is in DND for Intercom calls (option 2) or All Calls (option 3).
1 Ringing Intercom and Group Ring calls light the Hotline key. DILs, Key Ring calls and transferred calls do not.

Hotline Automatic Transfer

With Hotline Automatic Transfer, the extension can Transfer their call to a co-worker just by pressing their Hotline key and hanging up. Without Hotline Automatic Transfer, the user must press TRANSFER before pressing the Hotline key. If the user frequently uses their Hotline key for one-button Transfer to co-workers, Hotline Automatic Transfer is recommended. If the user prefers to consult with their Hotline partner rather than Transfer, disabling Hotline Automatic Transfer would be helpful.

Hotline and Call Coverage Key Surfing

Consecutively pressing Call Coverage or Hotline keys, also called “surfing”, is a convenient way to locate co-workers. The operation of surfing is an interaction between the Hotline Automatic Transfer and Automatic Hold options. The chart below shows this interaction. For example, when Hotline Automatic Transfer and Automatic Hold are both enabled, the user on an outside call can quickly surf a row of keys to find a co-worker and then hang up when they find them. The call transfers to the co-worker without any other steps.

Call Coverage and Hotline Key Surfing
1401-13: Hotline Automatic Transfer [System: Class of Service: Features: Features (1401): Hotline Auto Transfer] 1411-03: Automatic Hold [System: Class of Service: Lines: Lines (1411): Automatic Hold] User’s extension is: Surfing their Hotline or Call Coverage Keys will:
Off Off Idle Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Intercom Call Surfing will:
  1. Disconnect the active call.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Outside Call Surfing will:
  1. Disconnect the active call.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
On Off Idle Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Intercom Call Surfing will:
  1. Disconnect the active call.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Outside Call Surfing Hotline keys will:
  • Put the outside call on Hold and then transfer it to the last surfed destination when the user hangs up.
Surfing Call Coverage Keys will:
  1. Disconnect the active call.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Off On Idle or Busy on Intercom Call Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Outside Call Surfing will:
  1. Put the outside call on Hold.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
  3. When the user hangs up, the outside call remains on Hold.
    • Alternately, pressing TRANSFER transfers the call to the last surfed destination.
On On Idle or Busy on Intercom Call Surfing will:
  1. Disconnect the active call.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Outside Call Put the outside call on Hold and then transfer it to the last surfed destination when the user hangs up.

Conditions and Defaults

Conditions


  • An extension’s Hotline partner can be any other keyset (e.g., physical port). An extension cannot have a Hotline key for master numbers or virtual ports.

Default Setting


  • No Hotline keys programmed.

Other Related Features

Features


  • Call Coverage Keys
    • Call Coverage Keys provide many of the features available to Hotline partners.
  • Direct Station Selection (DSS) Console
    • DSS Consoles can also have Hotline keys.
  • Do Not Disturb
    • An extension user can press their Hotline key twice to override their Hotline partner’s DND.
  • Intercom
    • A user can press a Hotline Key as an alternative to dialing Intercom numbers.
  • Transfer
    • An extension user can Transfer a call to their Hotline partner by pressing their Hotline key.
  • Voice Mail (IntraMail)
    • Pressing a Hotline key can Transfer a call to an uninstalled extension’s mailbox (if the mailbox is enabled).
  • Voice Over
    • An extension can Voice Over after calling a co-worker by pressing their Hotline key.

IntraMail Features


  • None.