Understanding Feature Codes in {{variable.site_brand_name}} PBX Connector

Feature codes (often called star codes because many start with the "*" character) are how a phone user tells a phone system what to do.

The ability for a User to press buttons within Microsoft Teams to invoke PBX features is a powerful tool. Here is how you can do this using the {{variable.site_brand_name}} PBX Connector.

Teams Native feature buttons and the Teams dialpad

image(302).png — Figure 1: Microsoft native in-call options

image(303).png — Figure 2: Microsoft native dial-pad

What is available: The use of the Teams Calls Application comes with built-in buttons for call control which include “Hold”, “Transfer” and “Consult then transfer” (Figure 1) and a dial-pad to enter feature codes directly (Figure 2).

How to use: To use these feature codes buttons select them from the menu shown below. To enter features codes by dialing use accessible Microsoft dial-pad.

How to setup: No setup required. These are native Microsoft buttons/capabilities available when you activate any user with Microsoft Phone System licenses.

SIP Actions: When a user is on-hook, any characters or digits dialed using the dial-pad are sent to the PBX as a SIP INVITE. If the user is off-hook (on a call), the input is transmitted as DTMF using SIP INFO.

Troubleshooting: If a feature button or dialed DTMF does not work as expected, it is imperative to confirm the intended SIP commands are reaching the PBX.

In-call Activity Cards with Feature Codes

image(305).png — Figure 3: In-call Activity Card

When your Enterprise Admin sets up Feature Codes in the {{variable.site_brand_name}} Enterprise Portal and designates these feature codes as in-Call, a Microsoft Teams activity card will appear once a call is answered (as in Figure 3) and disappear when the call terminates

What is available: In-call feature codes are used to act on the live call. Call Record on/off, transfer, park, etc.

How to use: To use features codes created in {{variable.site_brand_name}}, the User will press the buttons that appear on the Microsoft Activity Card (Figure 3). There are simple in-call Feature Codes (i.e. turn on call recording) and complex Feature Codes that require an additional input (i.e. park a call to a designated orbit or location).

How to setup: Here is a guide to set up Feature Codes in {{variable.site_brand_name}}.

SIP Actions: Any feature code invoked during a call will arrive at the PBX as SIP-INFO.

Troubleshooting 1: The ability of any specific PBX to handle feature codes that arrive as SIP-INFO should be tested and confirmed. Unlike a normal softphone that has access to the media stream, this SIP communication will be out-of-band.

Troubleshooting 2: More complex call flows invoked by feature codes should be tested and confirmed.

Soft Keys

image(308).png — Figure 4: Feature Code tab in the Teams Application

When you setup Feature Codes in the {{variable.site_brand_name}} portal and DO NOT designate these as in-Call (here is a guide and see the image above for example), a soft key will appear for the user in {{glossary.teams_client}} (Figure 4).

What is available: Feature Codes that are simple and complex that are supported by the PBX can be used. For instance, features that require a designated number or telephone number as part of the command (i.e. call forwarding). Each Microsoft Enterprise can have their own set of Feature Codes.

How to use: To use features codes created in {{variable.site_brand_name}}, the user will press the buttons that appear in the CallApp screen in Teams client (as shown in Figure 4.)

How to setup: Here is a guide to setting up Feature Codes in {{variable.site_brand_name}}.

SIP Actions: Any feature code invoked while a User is not in a call will be sent as an INVITE to the PBX.

Troubleshooting: When a Feature Code button is pressed, {{variable.site_brand_name}} will return a successful indicator if the code is relayed to the PBX. Some PBXes require whitelisting of origin IP address. It is crucial to confirm the Feature Code is arriving at your PBX as you intend.

Other Uses of Feature Codes

Voicemail: When a Teams User receives a Microsoft Activity Card (Figure 5) and clicks the available button, the PBX Feature Code for 'check voicemail' is invoked.

{{variable.site_brand_name}} generates an inbound call to the Teams User and connects that to the PBX with an INVITE to the Voicemail Feature Code. The PBX responds to the INVITE.

image(309).png — Figure 5: Microsoft Activity Card for PBX Voicemail

Note to the Enterprise Admin
The voicemail feature code needs to be configured on the "PBX Settings" page in the provisioning portal instead of the "Feature Code" page.
Figure 6: PBX Settings page, with the voicemail feature code field in the bottom right-hand corner.

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