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Enswitch - Create a Feature Code for Dialing a Queue

Learn how to create a feature code that will call a call queue when dialed.

Written by Val Campos

Updated at July 2nd, 2024

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Scope: Enswitch Admins have the ability to add in new feature codes. 

Basic Enswitch Users can edit a feature code if they are set as the Owner of a feature code by an Enswitch Admin.

 

One way that a call queue can receive calls is through the use of a feature code. As an Enswitch Admin, you can create a feature code that can be used to dial a call queue directly.

✔ Doing this can be a great solution for users that own their own call queues. This can also make it easier for users to transfer calls to a call queue.

 

To create a new feature code that will route internal calls to a specific call queue…

  1. Navigate to Features → Feature codes.
    mceclip1.png
  2. Click the New >> button.
  3. In the Feature code settings section, fill in the following information:
Setting Description
* Feature code

Type a series of numbers (with or without a *) that should be dialed for calling or transferring a call to a queue.

DANGER: Do NOT use a N11 number, such as 911, 211, or 411. 

 
Description Type a note that will display alongside the code in the lift of feature codes.
Owner If needed, select a user that should be able to view and edit this feature code.
Screen calls Select whether not calls coming through this feature code should be screened. If set to yes, agents that answer the call will be prompted to accept the call. 
Allow callers to enter this feature code in attendant and IVRs When set to yes, this feature code can be dialed in auto attendants and IVR menus.
Caller name If needed, type a name or abbreviation that should be displayed on or with a caller's caller ID name.
Caller name modifies existing name Determines whether the caller name setting above replaces, appends to, or prepends to the caller ID name supplied by the caller.
Record group If needed, select a record group that should store recordings of the calls that go through this feature code to a queue,
  1. In the Route calls to section, use the Default destination dropdown to select Queue.
    Use the second dropdown that appears to select the name of the call queue.
  2. Click the Save button.
    mceclip3.png
feature code routing calls owned call queue user's call queue feature code for call queue

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