Custom Destinations & Feature Codes

Two related concepts

• Custom Destinations — labeled shortcuts for outside phone numbers, used in call flows and call routing
• Feature Codes — short dial codes (*70, *97, etc.) that trigger actions instead of placing calls

Both are dial-able from a phone or referenced from call flows.

Custom Destinations

What they are

A Custom Destination is a saved external phone number with a friendly name. Instead of putting +15015550199 directly into a call flow, you create a Custom Destination called "Acme Roofing — VP" pointing to that number.

When the destination needs to change (the VP gets a new cell phone), you update one Custom Destination and every call flow referencing it picks up the change automatically.

Where they live

Top nav → Custom Destinations.

Creating

Click New Custom Destination. Form fields:

• Name — friendly label (e.g., "Acme Roofing — VP")
• Phone Number — the actual destination, in E.164 format (+15015550199)
• Category — optional, for grouping (Vendors, Internal Mobile, External Partners)
• Description — optional
• Active — toggle on/off

Save.

Using

In a call flow, drag a Custom Destination node, pick from the dropdown.

Or in a phone number's routing dropdown, pick the Custom Destination.

Common uses

• After-hours forwarding — a Custom Destination for the on-call manager's cell phone, used in after-hours call flows
• Vendor escalation — an off-site partner number for tier-2 escalation, referenced from your queue overflow
• Personal cell forwarding — a Custom Destination per executive's mobile, used by their personal DID's call flow

Editing

Update the phone number whenever it changes. Every call flow referencing this destination picks up the change instantly.

Deleting

Click Delete on the row. If any call flow references the destination, you'll be warned. Either remove the references first, or delete and live with broken routing until you fix it.

Feature Codes

What they are

A feature code is a short dial pattern (typically * or ** plus digits) that triggers an action on the platform instead of placing a normal call.

The platform ships with sensible defaults; you can disable, customize, or extend.

Where they live

Top nav → Feature Codes. The list shows every code, its action, and its enabled status.

Default codes

Code	Action
*8	Call pickup — answer any ringing phone in your pickup group
*43	Echo test (verify two-way audio)
*57	Queue agent pause
*58	Queue agent unpause
*70	Park current call
*71	Pickup parked call (alternative to dialing the slot directly)
*72 [destination]	Enable call forwarding (always) — prompts for destination
*73	Disable call forwarding
*78	Enable Do Not Disturb (DND)
*79	Disable DND
*80 [ext]	Intercom to extension (one-way audio)
*81	Page all extensions
*95	Live transcription test
*97	Check voicemail (your own mailbox)
*98 [box]	Check voicemail (specify mailbox)
*970	Record your "unavailable" voicemail greeting
*971	Record your "busy" voicemail greeting
*972	Record your name
700-709	Pickup parked call from a specific slot (10 default slots)

These vary by service provider. Yours may have additional or different codes.

Reserved code ranges (don't reuse these for custom codes)

The platform reserves several ranges for dynamically-assigned features. If you create a custom code that overlaps, the platform will refuse or you'll get unpredictable behavior.

Range	Reserved for
*60-*66	Toggle Switch nodes in call flows. When you add a Toggle node to a call flow, the platform assigns it a code in this range so users can dial to flip the toggle (e.g., flip "open/closed" state for a business-hours flow).
*83-*89, *93-*99	Paging Group codes. When you create a paging group, the platform assigns it a code in this range.
*800-*809	Call Flow feature codes — for routing directly into specific call flows from internal extensions (testing, internal IVRs).
700-709	Default parking lot slots — dial to retrieve a call parked in that slot.

Editing a code

Click a code in the list. You can:

• Enable / Disable — turn off codes you don't want users to be able to dial
• Change the dial pattern — e.g., move *70 (park) to a different code if it conflicts with something
• Change the parameters — for codes that take destinations (like *72 [destination])

Adding a custom code

Click New Feature Code. Form fields:

• Code — the dial pattern (e.g., *444)
• Name — what it does
• Description
• Category — for organization
• Action — what the code triggers (callback, voicemail, paging group, custom flow, etc.)
• Parameters — if the action takes additional input

Save. Users can now dial the code from any registered phone.

Examples of useful custom codes

• *101 — direct dial to your "main IVR" call flow (testing without calling the public DID)
• *0 — reach the operator (ring the receptionist's extension)
• *100 — emergency number test (rings a test destination, doesn't actually call 911)
• *200 — speed-dial to a custom destination

For paging another set of users beyond the built-in *81 (Page All), set up a Paging Group — the platform automatically assigns it a code in the *83-*89 / *93-*99 reserved range. You don't pick the code yourself for paging groups.

Disabling codes you don't need

If your team isn't using forwarding, disable *72 and *73 to prevent accidental enable/disable. Same for codes that introduce confusion or risk.

Common pitfalls

• Code conflicts — two codes with overlapping patterns. The platform's dial-plan generator catches obvious conflicts; subtle ones (e.g., *7 vs *70) can cause issues.
• Forgetting to enable — created the code, didn't toggle Enabled = true. Symptom: dialing the code does nothing or rings out.
• Code reuse — your service provider may have used some codes already. Check the existing list before defining new ones.

Combining custom destinations with feature codes

You can create a feature code that calls a custom destination. Example:

• Create a Custom Destination "On-Call Manager"
• Create a feature code *200 with action "Call Custom Destination" → "On-Call Manager"
• Now anyone dials *200 and reaches the on-call manager directly

When the on-call rotates to a new manager, update the Custom Destination's phone number. The feature code keeps working.