Configure Function Keys

Function keys give you one-click shortcuts to everyday call tasks and let you keep an eye on the live status of extensions, queues, parking slots, voicemail, and more. This page walks you through creating your own function keys in the Cloud Voice App and lists every key type you can assign.

Where function keys apply

You can assign function keys to any of the endpoints below. Each endpoint has its own maximum.

Endpoint	Maximum number of function keys
Cloud Voice App (Web, Desktop, and Mobile)	120
Cloud Voice App for Google	120
IP (Internet Protocol) phones that support Auto Provisioning	Varies, limited by the number of line keys on your phone

Note

Auto Provisioning is the phone system automatically pushing settings, including your function keys, to a registered IP desk phone. When it is turned on, your keys show up on the physical handset without you having to program the phone by hand.

Add function keys

1. In the Cloud Voice App, open Preferences > Function Keys.

   Any function keys your system administrator has already set up for your extension appear in the list.

2. Set up each key to suit how you work.

   

   • Type: Choose a key type. See Function key types for the full list.
   • Value: Enter the target that matches the type you picked, such as an extension, a queue, or a parking number.
   • Label: Optional. Give the key a name that helps you recognize it at a glance.

   Tip

   The label is optional, but adding one is good practice. For BLF, Speed Dial, or Park keys, a short label (a coworker’s name or “Park 1”) makes the mini panel far easier to read at a glance.

3. Click Save.

What happens after you save

• Your keys sync to every Cloud Voice App client and to Cloud Voice App for Google. Click in the top toolbar to open a mini panel where you can watch status and trigger actions.

  

• If your extension is also registered on an IP phone through Auto Provisioning, the phone picks up your changes automatically.

  Caution

  An IP phone has a fixed number of programmable line keys. If you assign more function keys than the phone has line keys, the extra keys are ignored and will not work. Keep the keys you use most within your phone’s line-key count.

  

Function key types

Pick a type for each key. A few types work only on IP phones, as noted below. Several types rely on BLF (Busy Lamp Field), a lamp that changes to show whether a monitored line is free, ringing, or busy.

Type	What it does	Status indicators
None	The key has no function until you configure it.	No function assigned yet.
Line	Sets up a line key on an IP phone. Available on IP phones only.	Line key.
BLF (Busy Lamp Field)	Monitors a specific extension or a specific extension group so you can see at a glance whether it is free, ringing, or busy. Not available during an audio conference call.	Extension: Unregistered Online and ready, click to call the extension Away from desk Do Not Disturb, won’t receive calls On lunch break On a business trip Off work Receiving a call, click to pick it up (on Mobile, tap the key, then tap the incoming call) On a call Call is on hold Extension group: No ringing calls (calls already in progress don’t change this) One member has a ringing call Two ringing calls Three or more ringing calls, hover for details, then click a call to pick it up The group doesn’t exist
Speed Dial	Speed-dials a number you call often.	Click to call the saved number or extension.
Set Presence	Switches your own extension presence.	Set presence to Available Set presence to Away Set presence to Business Trip Set presence to Do Not Disturb Set presence to Lunch Break Set presence to Off Work
Check Voicemail	Monitors and opens the voicemail of a monitored extension.	The monitored extension has been deleted All voicemails read Unread voicemails waiting, in the Cloud Voice App, click the key and enter the voicemail PIN when prompted
Check Group Voicemail	Monitors and opens a shared-mode group voicemail.	The group voicemail has been deleted All voicemails read Unread voicemails waiting, in the Cloud Voice App, click the key and enter the group voicemail PIN when prompted
Park & Retrieve	Monitors a parking number and lets you park or retrieve a call on it. Not available during an audio conference call.	Parking number is invalid Parking number is free, click to park the current call Parking number is in use, click to retrieve the call
Intercom	Monitors an extension and places an intercom call to it for announcements.	Unregistered Available Receiving a call On a call
DTMF (Dual-Tone Multi-Frequency)	Sends preset DTMF tones (the tones a phone keypad makes) during a call so you don’t have to key them in each time. Not available during an audio conference call.	During a call, click to send the DTMF tones.
Agent Login/Logout	Shows your login status in a queue and lets you log in or out.	Not a member of the queue Logged in Logged out
Agent Pause/Unpause	Shows your service status in a queue and lets you pause or resume taking calls.	Resume taking calls Pause taking calls Not a member of the queue Not logged in to the queue
LDAP Directory	Opens the LDAP (Lightweight Directory Access Protocol) phonebook to look up contact details on an IP phone. Available on IP phones only.	LDAP directory key.
Boss-Secretary Feature	Lets a boss and a secretary watch each other’s call status.	As a boss, watching your secretary: Not handling any calls for you Answering calls for you Holding a call, waiting for you to answer As a secretary, watching your boss: Not holding any calls for you to resume Holding a call, waiting for you to resume
Call Forward	Turns call forwarding on or off. Available on IP phones only.	Call forward key.
Action URL	Sends an HTTP (web) GET request to a URL you specify to report an event. Available on IP phones only.	Action URL key.