Place and Handle Calls on Your Fanvil Phone

This user guide provides instructions on using your Fanvil V64 or V65 Phone to handle calls.

Updated at August 23rd, 2023

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Table of Contents

Phone Layout Place a Call Use the Handset Use the Hands-Free Speaker Use a Headset Use Your Phone's Line Keys Dialing Methods Handle an Incoming Call Answer a Call Forward a Call Reject a Call Active Call Features Mute Yourself Place a Caller on Hold Transfer a Call Perform a Blind Transfer Perform an Attended Transfer Perform a Semi-Attended Transfer Transfer to a User's Voicemailbox Conference Calling Conference Someone into an Active Call Merge Separate Calls into a Conference Manage a Conference Call Handle Multiple Calls Place Another Call Answer Another Incoming Call Swap Between Calls End One Call

Phone Layout

While using your phone, you will notice different buttons that can be pressed to do certain things.

A diagram displaying the layouts of (from left to right) Fanvil V64 and V65 IP phones.

Number	Component	Function
1.	Soft-menu Buttons	These buttons allow different functions depending on the state of the phone (e.g., idle, active call, etc.)
2.	Home Key	Return to the Homepage
3.	Navigate and OK Keys	The user can press the up/down navigation key to switch between lines or move the cursor in a screen list. On some Settings and text editing pages, the user can press the left/right navigation key to change options or move the cursor in a screen list to the left/right. OK key: By default, this key is used to confirm actions.
4.	Return Key	Go back to the previous page.
5.	Contact Key	Press the REDIAL key to call someone from a previously placed call.
6.	Voicemail button	Pressing the voicemail button displays the SMS interface and voicemail list.
7.	Volume Keys	When the phone is idle, use the volume keys to adjust the volume of the phone's ringer. During an active call, use the volume keys to increase/decrease the volume of the handset, headset, or speaker.
8.	Standard Telephone Keys (i.e., the dial pad)	The 12 standard telephone keys provide the same function as standard telephones. Long-pressing some of the keys can also do certain functions. Key # - Long-pressed to lock the phone
9.	Headset Key	Pressing this key activates Headset mode.
10.	Mute Key	When the mute key is pressed, the microphone is muted so that the other caller will not be able to hear you.
11.	Redial Key	Press the redial key to redial the last number dialed.
12.	Hands-free Key	Pressing the hands-free key plays the call's audio over the phone's speaker instead of the handset.
13.	Side Keys	These DSS keys can be set up as line keys, function keys, speed dial keys, and more. Long press a side key to access the Settings page to customize your phone as needed.

Place a Call

Use the Handset

To start a call using your phone's handset, you can…

Lift the handset off the hook and dial the number.
Dial the number and then lift the handset.

You can have the audio start playing over the handset by lifting the handset while the audio is playing through the speaker or a headset.

Use the Hands-Free Speaker

To start a call using your phone's hands-free speaker…

Press the Hands-free key and dial the number.
Dial the number first then press the Hands-free key.

You toggle the hands-free speaker on and off by pressing the Hands-free key.

Use a Headset

To use a connected headset, press the Headset key. Similar to using the handset and hands-free speaker, you can dial the number before or after the headset is enabled.

Use Your Phone's Line Keys

You can use a line key to make or answer a call on a specific line.

If the handset is lifted, the audio will be played over the handset. Otherwise, the audio will be played over the hands-free speaker.

Dialing Methods

When you need to dial a person, there are several ways you can do so:

Dial the number directly using the dial pad.
Press a BLF or Speed Dial side key.
Press Dial on a contact from your Local Contacts.
→
Press Dial on a contact from your Cloud Contacts.
Press Dial on a call log.
Redial your phone's last dialed number using the Redial key.

Handle an Incoming Call

When you have an incoming call, you will have the option to Answer, Forward, or Reject the call,

Answer a Call

To answer the call…

Press the Answer soft-menu button.
Lift the handset off the hook.
Press one of your line keys.

Forward a Call

To forward the call, press the Fwd soft-menu key and then dial where the call should go.

✔ Many users like to use this option to forward a caller to a cellphone.

Reject a Call

To reject or dismiss the call…

Press the Reject soft-menu key.
Ignore the call and let it ring-out.

Active Call Features

While you are on an active call, you can use the screen to reference information for the call and use certain side keys and soft-menu buttons to manage the call.

Number	Name	Description
1.	Default Line	Line/Account currently being used by the phone.
2.	Voice Channel	Displays the voice channel mode being used.
3.	Line Side Keys	The different side keys that can be pressed to make calls as that line/account displayed for the side key.
4.	Caller's Name	The name of the caller will be shown if there is a contact for that caller. If not, the caller's number will be shown.
5.	Caller's Number	The caller's phone number or extension number.
6.	Call Duration	How long the call has been active since being initiated.
7.	Speech Quality	Shows the call quality of the call as the call progresses.
8.	Hold Soft-Menu Button	Press the Hold soft-menu button to place the caller on hold. They will hear your organization's music on hold.
9.	Xfer Soft-Menu Button	Press the Xfer soft-menu button to transfer the call to another person.
10.	Conf Soft-Menu Button	Press the Conf soft-menu button to add another person into your call to start a conference.
11.	End Soft-Menu Button	Press the End soft-menu button to end or dismiss the call.

Mute Yourself

While you are in a call, you can use the Mute key to control when callers should hear you speaking.

To mute your phone's microphone, press the Mute key.

✔ Once your call is muted, the mute icon will appear on the active call screen.

The caller will be unable to hear you, but you will still be able to hear them.
To unmute your microphone, press the Mute key again.

Place a Caller on Hold

If you need to pause or resume a call, you can use the Hold soft-menu button to do so.

To place a caller on hold, press the Hold soft-menu button.

✔ You and the caller will only hear your organization's music on hold.
To resume the call, press the Resume soft-menu button.

Transfer a Call

While you are handling a call, you may find it necessary to send your caller to a different destination.
There are four different ways you can transfer calls to users:

Blind Transferring
Attended Transferring
Semi-Attended Transferring
Transferring to Voicemail (for internal users)

If you need to transfer call to someone else, you have the option to send the call straight to that other person without speaking to them using a blind transfer.

To perform a blind, or cold, transfer…

In an active call, press the Xfer soft-menu key.
Dial the extension or phone number of the person to transfer the call to and press the Xfer soft-menu key.

Perform an Attended Transfer

If you would like to speak with the person you will be transferring a call to, you can use an attended transfer.

To perform an attended, or warm, transfer…

In an active call, press the Xfer soft-menu key.
Dial the extension or phone number of the person to transfer the call to and press the Dial soft-menu key.
Once the other person answers the call, you can speak to the third-party and swap between calls.
Once the call is ready to be completely transferred, press the Xfer soft-menu key again.

Perform a Semi-Attended Transfer

When you are performing an attended transfer, you may find that person you are attempting to transfer a call to is unavailable. When the person taking the transfer is unavailable, you can do a semi-attended transfer by sending the caller “blindly” to the other party's mailbox or forwarding destination.

To perform a semi-attended transfer…

In an active call, press the Xfer soft-menu key.
Dial the extension or phone number of the person to transfer the call to and press the Dial soft-menu key.
When the person you are transferring to is unavailable, press the Xfer soft-menu key again to send the caller alone to where that person's calls go when unanswered.

Transfer to a User's Voicemailbox

In an active call, press the Xfer soft-menu key.
Dial the mailbox code set for your account and press the Xfer soft-menu key.
- For Stratus users, dial 03 and the extension number of the user.
- For Enswitch users, dial the feature code associated with the mailbox.
  
  Quick Tip: Most accounts use 1+EXT (e.g., 1103 for dialing extension 103's mailbox) as the code for dialing into the mailboxes of other users.
  
  Find Your Mailbox's Dialable Code
  
  If you are not sure what your mailbox's feature code is, you can check this and the other feature codes you are set as the Owner for by logging into the ES web portal as a basic user.
  
  To find your mailbox's feature code…
  
  1. Log into the ES web portal.
  2. Navigate to Features → Feature codes.
  3. Take note of the Feature Code shown that is marked for your extension's Mailbox.
  
  Reference the Feature Codes for Your Users as an Admin
  
  Admins of the ES web portal can check the Feature Codes shown for all of their users using the web portal.
  
  To check the feature codes for the whole account…
  
  1. Log into the ES web portal.
  2. Navigate to Features → Feature codes.
  3. View and take note of the feature codes for your users.
  
  4. If needed, click the Export as .csv button to download this list of feature codes as a spreadsheet that you can keep record of and share with your team.
  
  If you do not have access to the ES web portal, feel free to contact our technical support team to learn more about the dialable codes you can use.

Conference Calling

As you are handling calls, it may become necessary to facilitate a phone call with multiple calls speaking together.

On your Fanvil phone, you have the option to start a conference call and merge a caller into an existing call. Once you have a conference call going, you can manage the conference and its participants as needed.

Conference Someone into an Active Call

When you are in an existing call with someone, you can add in other callers to start a conference call.

To do this…

While you are in a call with someone, you can add another caller to the call by pressing the Conf soft-menu key.
Once the third-party answers and the calls are ready to be merged, press the Conf soft-menu key again.

✔ You should now see both callers merged into one conference call.

From here you can manage the conference further.
If needed, press the Conf soft-menu key in the conference to add another caller.

✔ Fanvil phones can support up to 6 people in a conference in the form of a 6-way conference call.

Merge Separate Calls into a Conference

A conference call can also be started without an active call by dialing multiple people and then merging their calls together.

To use this method…

If you do not have an active call, you can create a conference by dialing people individually.

Quick Tip: If you need, you can start and merge more than two separate calls.
When you have your calls started, press the Conf soft-menu key in either call.
Use the navigational buttons to select the other caller and press the Add In(1) soft-menu key.

✔ You should now see both callers merged into once conference call.

From here you can place manage the conference further.
If needed, press the Conf soft-menu key in the conference to add another caller.

✔ Fanvil phones can support up to 6 people in a conference in the form of a 6-way conference call.

Manage a Conference Call

Once you have an active conference call, you can use the soft-menu keys to manage your conference members.

To place all conference members on hold, press the Hold soft-menu key.
Press the More soft-menu key to show the Split and End options.
- Press the End soft-menu key to end the call for all members of the conference.
- Press the Split soft-menu key to move each member into separate calls.
  →
Press the Manage soft-menu key to open the Meeting Management menu where you can use the Far Mute and Far Hold options.
- Use the navigational buttons to hover over a caller and then press the Far Mute soft-menu key to mute that member of the conference.
- Use the navigational buttons to hover over a caller and then press the Far Hold soft-menu key to place that member of the conference on hold.
- Press the More soft-menu key to reveal the Remove and FarMuteAll options.
  - Use the navigational buttons to hover over a caller and then press the Remove soft-menu key to remove that individual from the conference call.
  - Use the navigational buttons to hover over a caller and then press the FarMuteAll soft-menu key to mute all participants.

Handle Multiple Calls

Your Fanvil phone can support multiple calls at once. When there is already a call established, you can still answer other incoming calls or make a second call on another line.

Place Another Call

To make a second call, you can either…

Press a line key to make a new call on that specific line.
Press a BLF or Speed Dial side key.
Press the Xfer or Conf soft-menu button to make a new call on your default line.

Once you start the process for a new call, dial the number the same way you would for other phone calls.

Note: While a second call is being placed the first call will be placed on hold automatically.

Answer Another Incoming Call

When there is another incoming call during an active call, the second call will be waiting an answer.

✔ Instead of ringing, your phone will play the call waiting tone in the audio channel of the current call. The LED of the other line key where the second call is will be flashing green.

To answer this call…

Place the first caller on hold.

Quick Tip: When you swap calls the first caller will automatically be placed on hold.

It is good practice to let the first caller know they will be on a brief hold.
Press the Up and Down navigator buttons to hover over the waiting call.
Press the Resume soft-menu button to switch to the selected call.

Swap Between Calls

When there are two calls established, you will see a dual calls screen.

To swap to a different active call…

Press the Up and Down navigator buttons to hover over a certain call.
Press the Resume soft-menu button to switch to the selected call.

End One Call

You can hang up the current talking call you are swapped to by…

Closing the audio channel.
- Place the handset on hook.
- Press the Hands-free key while only using the speaker for audio.
Pressing the End soft-menu button.

✔ The phone will return to the other call with the caller still on hold.

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