PROCESSING PHONE CALLS

CONSOLE TELEPHONES (D-TERM SERIES E)

Many central phones or secretary desks have console telephones. These are larger and generally have a series of buttons on the right side of the phone. Often, they are used as the central phone for an entire office, so transferring calls to another phone is a common task.

TRANSFERRING CALLS ON THE CONSOLE TELEPHONES

  1. Answer the call. See what or whom the caller wants. If they wish to talk with someone else, you will need to transfer the call.
  2. While you have the caller on the line, press TRANSFER.
  3. Dial the individual's 5-digit extension.
    • If individual answers, inform him/her of the call.
    • If extension is busy, press TRANSFER to take you back to the original caller.
    • If you're taken directly to voice mail, press the star (*) button 3 times quickly to return back to caller or hang up to connect the caller with voice mail as appropriate.
  4. Hang up.

TRANSFERRING A CALLER DIRECTLY TO THE INDIVIDUAL'S VOICE

  1. After answering the call, press TRANSFER, then 60000.
  2. After voice mail announcement begins, press the call recipient's 5-digit extension.
  3. Press the CONF button and you will be able to hear the call recipient's voice mail announcement.
  4. When you hear the announcement, press RECALL. (Keep in mind that the caller can hear everything you say until you hit RECALL.)

REGULAR 12-KEYPAD TELEPHONES

These phone are commonly used in individual offices or on desks that do not receive a high volume of calls. They look like traditional phones used in the home.

TRANSFERRING CALLS ON THE REGULAR TELEPHONES

  1. Answer the call.
  2. While you have the caller on the line, depress the connect/disconnect button quickly
  3. Hear special dial tone.
  4. Dial the individual's 5-digit extension.
    • If individual answers, inform him/her of the call.
    • If extension is busy, depress the connect/disconnect button quickly to take you back to the original caller.
    • If you're taken directly to voice mail, depress the connect/disconnect button quickly to return back to caller or hang up to connect the caller with voice mail as appropriate.
  5. Hang up.

CALL PICK UP ON THE REGULAR PHONES:

  1. Lift handset.
  2. Dial #8.
  3. Answer call.

YOU'RE FINISHED! NOW TAKE THE TEST!

Print out the test, complete the test questions, sign and date the sheet, and return it to your supervisor.