Short Codes

Whenever the system receives a set of digits to process, if those digits do not match a user or group extension number, the system will look for a short code match. The matching short code then defines what action (short code feature) should be applied to the call, where it should be routed and which of the dialed digits, if any, should be used in the subsequent action.

This applies to digits dialed by a telephone user, sent by a user selecting a directory contact or speed dial, and in some cases to digits received with an incoming call on a line.

This section provides an overview of short codes configuration and use.


  • The dialing of emergency numbers must not be blocked. Whenever short codes are edited, you must ensure that the ability of users to dial emergency numbers is tested and maintained.

Short Code Fields

Each short code has the following fields:

  • Short Code: The digits which, if proved to be a best match to the dialed digits, trigger use of the short code. In addition to the normal dialing digits (0 to 9 plus * and #), characters can also be used as follows:

    • Some characters have special meaning. For example, the wildcard X to match any single digit or N to match any set of digits. See Short Code Characters

    • Using characters also allows the creation of short codes which cannot be dialed from a phone but can be dialed from some applications.

  • Telephone Number: The number used by the short code feature if needed, for example the outgoing number for a call to be passed to an external telephone line. Again special characters can be used in this field, see Short Code Characters.

  • Line Group ID: This field is used for short codes that result in a number to be dialed, that is any short code set to one of the various Dial short code features. When that is the case, this field specifies the outgoing line group or ARS form to be used for the call.

    • For Dial Emergency short codes, this is overridden by the Emergency ARS setting of the extension’s Location if configured.

  • Feature: This sets the action to performed by the short code. See Short Code Features.

  • Locale: Features that transfer the call to voicemail indicate the language required. If the required set of language prompts is not available, the voicemail system will fallback to another appropriate language if possible (refer to the appropriate voicemail installation manual for details). The locale sent to the voicemail server by the system is determined in the following order of priority:

    1. Short Code Locale: The short code locale, if set, is used if the call is routed to voicemail using the short code.

    2. Incoming Call Route Locale: The incoming call route locale, if set, is used if caller is external.

    3. User Locale: The user locale, if set, is used if the caller is internal.

    4. System Locale: If no user or incoming call route locale is set, the system locale is used unless overridden by a short code locale. Systems using Embedded Voicemail, if the required set of upgraded language prompts to match the locale is not present on the system SD card, Manager will display an error. The required prompt set can be uploaded from Manager using the Add/Display VM Locales option.

  • Force Account Code: When selected, if the short code results in the dialing of an external number, the user is prompted to enter a valid account code before the call is allowed to continue. See Account Code Configuration.

  • Force Authorization Code: When selected, if the short results in the dialing of an external number, the user is prompted to enter a valid authorization code before the call is allowed to continue. See Configuring authorization codes.

Short Code Descriptions

The short method for describing short codes in this manual, for example 9N/Dial/./0, indicates the settings of main short code fields, each separated by a / as follows:

  • Code: In this case 9N.

  • Feature: In this case Dial.

  • Telephone Number: In this case the symbol . representing all dialed digits.

  • Line Group ID: In this case the call is sent to outgoing line group 0.

Example Short Codes

  • *17/VoicemailCollect/?U A user dialing *17 is connected to their own mailbox to collect messages.

  • *14*N#/FollowMeTo/N If a user dials *14*210# at their own extension, their calls are redirected to extension 210.

Types of Short Code

In addition to different short code features, there are different types of short code:

  • Dialing Short Codes: The following types of short code applied to on-switch dialing. The result may be an action to be performed by the system, a change to the user’s settings or a number to be dialed. The order below is the order of priority in which they are used when applied to user dialing.

    • User Short Codes: These are usable by the specific user only. User short codes are applied to numbers dialled by that user and to calls forwarded via the user.

    • User Rights Short Codes: These are usable by any users associated with the user rights in which they are set. User Rights short codes are only applied to numbers dialed by that user. For example they are not applied to calls forwarded via the user.

    • System Short Codes: These are available to all users on the system. They can be overridden by user or user rights short codes.

  • Post-Dialing Short Codes: When any the short code above result in a number to be dialed, further short code can be applied to that number to be dialed. This is done using the following types of short codes.

    • ARS (Alternate Route Selection) Short Codes: The short code that matches dialing can specify that the resulting number should be passed to an ARS form. The ARS form can specify which routes should be used for the call by using further short code matches and also provide option to use other ARS forms based on other factors such as time and availability of routes.

    • Transit Network Selection (TNS) Short Codes: Used on T1 ISDN trunks set to use AT&T as the Provider. Applied to the digits presented following any other short code processing.

  • Incoming Number Short Codes: On certain types of trunks short codes can be applied to the incoming digits received with calls.

    • Line Short Codes: These short codes are used to translate incoming digits received with calls. The stage at which they are applied varies between different line types and may be overridden by an extension number match.