AT&T Voice DNA® User Support

Overview

You can access most AT&T Voice DNA® features directly from your IP (Internet Protocol) phone, and you can access some features from any touch-tone phone. Different phone models access some of the features (such as the Directory) slightly differently. For more information, see the Quick Reference Guide for your specific phone model.

This help topic details the special system features of your IP phone and shows you how to make most calls.

Note: Your AT&T Voice DNA Administrator controls your access to these features; some features may be restricted.

Phone Features

IP phones that work with AT&T Voice DNA® include the following features:

• On-phone display window—Digits appear in the phone's display window as you enter them, so it's easy to check that the number is correct. The display window also shows information and indicates the current functions of the phone's programmable soft keys.
• On-hook dialing—You can enter a number, and then pick up the receiver or press the Speakerphone button to immediately dial the call.
• Automatic call initiation—If you're holding the receiver or have the speakerphone on and you enter a number that the phone recognizes as complete (whether it's a full 10-digit number or a short AT&T Voice DNA extension number), the system waits a few seconds and then dials the number automatically. If you don't want to wait, press Dial or Send to dial the number immediately.

Place Calls Within Your Organization

If you have access to the AT&T Voice DNA® User Dashboard, you can use the Directory or the Search feature to look up a phone number within your organization.

To call other users at your location

• Enter the AT&T Voice DNA extension or 10-digit phone number assigned to that user.

To call a user at another location within your organization

• Enter the location dialing prefix plus the user's extension or just the 10-digit phone number.

Each location in an organization has its own location dialing prefix that allows users at different locations to have the same extension number without confusion.

To find the user's location dialing prefix, extension, and phone number, look up the user in the AT&T Voice DNA Directory.

To call your location operator

• If your AT&T Voice DNA Administrator designated a member of your organization as a phone operator, you can reach that person by entering #0.

Place Outside Calls

AT&T Voice DNA® does not require you to use an out of network prefix.

Note: Your AT&T Voice DNA Administrator controls your calling access. You may have restricted access to some types of outside calls, such as long distance, Directory Assistance, or specific area codes.

To call a local number or special number (411, 911, and so on)

• Enter the number.

Note: When calling 911 from an IP phone with multiple line keys, always dial using a primary line key (one that has your own extension as the line appearance).Don’t dial from a secondary line key, which has another user's extension as the line appearance. This is especially important when the IP phone supports cross location extensions, since a 911 call made from a cross location secondary line key will not be handled appropriately and may result in emergency personnel being dispatched to the wrong location.

To make a long distance call

• Enter 1 before entering the 10-digit number.

To make an international call

• Enter 011 (international code) + the country code + the phone number.

For example, to call the United Kingdom (UK), enter 011, then 44 (the UK country code), then the inside-UK area code, and then the phone number. For more information, see the AT&T International Long Distance Dialing Guide.

Place Outside Calls Using Account Codes

You may be required to use account codes when making outbound calls from your organization. An account code is a 2-14 digit number that enables your AT&T Voice DNA service to track call data—date, time, and duration.

• Mandatory account codes—You're always prompted to enter an account code when calling outside your organization (911 is excluded).
• Optional account codes—You can call with or without an account code. To use an account code, enter a feature access code (*50) followed by the account code when calling outside your organization.

For more information about using account codes, see About Account Codes.

To make a call using a mandatory account code

1. Enter the phone number.
2. When prompted, enter the account code.

    

   The number you're calling rings. When that person answers, the call is connected.

To make a call using an optional account code

1. Enter *50.
2. When prompted, enter the account code.
3. When you hear "code accepted," enter the phone number.

    

   Note: You can also enter all numbers at once, without waiting for prompts: *50 + account code + phone number.

To use an optional account code after the call is in progress

1. Enter the phone number.
2. When the called party answers, place the call on hold.
3. Press the New/Call soft key on your phone and dial *50 followed by the account code.
4. When you hear "code accepted," hang up or press the End softkey.
5. Resume the original call.