Feature Codes, Number Formats & FAQ
Last updated · cacofonix 3.4.28 · fulliautomatix 1.0.33 · getafix 3.2.65 · telefonixsip 3.4.4
1. Dialplan Feature Codes
Dial these codes from your Desk browser softphone, hardware SIP phone, or within an Auto Attendant (IVR) option:
| Code | Purpose | How It Works |
|---|---|---|
*29 | Check Personal Voicemail | Dial *29 from your registered extension and enter your 5+ digit Voicemail PIN to listen to and manage your personal mailbox over the phone. |
*<ext> (e.g. *1001) | Direct-to-Voicemail Transfer / IVR Target | Sends a caller straight into extension <ext>'s personal voicemail greeting without ringing their phone first. Supported in Auto Attendant keypad options (0–9) and dialers. |
*33 | Join Conference Bridge | Dial *33 and enter your company conference's Leader Code or Participant Code (configured under Settings → Conferences) when prompted. |
0 (while waiting in queue) | Queue Zero-Escape to Voicemail | When Zero Escape is ticked on a Queue, a waiting caller can press 0 to stop waiting and leave a queue voicemail message (listen to the full ~10s greeting before speaking). |
2. Dialable Number Formats
Both the Desk dialer and the Admin Console's click-to-dial (Call / Call Back) enforce strict number formats:
- Internal Extensions: Exactly 4 digits (e.g.,
1001,5100,8000). - External PSTN Numbers: 11 to 14 digits (digits only — do not include a leading
+, spaces, or dashes; e.g.,8801712345678). - Short codes of 3 digits or numbers with punctuation are refused with
cannot be dialled: it is not an extension or a phone number.
3. Keyboard & UI Shortcuts
| Shortcut / Action | Where | What It Does |
|---|---|---|
Esc | Desk Floor TV Mode (/floor?tv=1) | Exits full-screen TV Mode and restores the navigation rail and header. |
| Auto-Copy Caller Number | Desk Call Card (on connect) | Automatically copies the connected caller's phone number to your system clipboard within < 1 s of answering. |
| Click Row to Edit | Admin Console list tables | Opens the editor for any User, Extension, Phone, Queue, Team, Auto Attendant, Conference, Scorecard, Sampling Rule, Alert Rule, or Shift. |
4. Frequently Asked Questions (Troubleshooting)
Why did my first queue call go straight to voicemail right after I signed into the Desk?
When your browser softphone registers for the first time, Asterisk runs a reachability check (qualify) before delivering queue calls to your endpoint. Wait 1–2 minutes after opening the Desk and clicking Go available before placing or receiving your first queue call.
Why did a newly created company, queue, or Auto Attendant not answer right away?
Asterisk reads realtime dialplan changes on a periodic schedule. Either wait a few minutes after creating a new queue/IVR, or ask a System Administrator to click Settings → System Tools → Rebuild dialplan for immediate activation.
Why does my hardware SIP phone or softphone app get no response at all?
The Session Border Controller (panoramix) automatically bans any IP address for 1 hour if:
- The SIP username does not match the required
<companyId>_<4-digit-extension>format (PATTERNban), or - A phone sends 10 failed password attempts within 10 minutes (
AUTHban).
Ask a System Administrator to open Settings → System Tools → Current bans in the Admin Console and click Unban on your IP address.
Why does Click-to-Dial (Call / Call Back) in the Admin Console ring my own phone first?
The Admin Console does not carry an embedded browser phone; instead, click-to-dial originates the call through the PBX (Ringing your <device> on extension <ext> — it dials <number> once you answer). Answer your registered phone (on your Desk tab or desk phone) first, and the platform immediately dials the destination number for you.
Why can't a Company Administrator click Pause, Resume, or Assign on the Desk Floor?
By platform design, Company Admins (ROLE_ADMIN) act as agents on the Desk. Only users with the Supervisor (ROLE_SUPERVISOR) or System Admin role can execute supervisor actions on the Floor wallboard, Live Monitoring, Quality, and Workforce views.
Why can't a System Administrator see Alert Rules, Scorecards, Sampling Rules, or Shifts in the Admin Console?
Those four policy pages are scoped strictly to a single tenant and appear only when signed in as a Company Administrator (ROLE_ADMIN) of a company that has Alerts Enabled, Quality Enabled, or Workforce Enabled turned on.