Nortel Networks P0887496 Bedienungsanleitung PDF herunterladen (Seite 58)

Handling calls

Norstar PC Console 1.1 User Guide P0887496 01

Responding to a callback that a called party returned

A call that the called person elects not to take can be handled by you according to instructions

that you or your company have established. This type of call is similar to a Callback to the

attendant. The called person, can use the buttons below the display area of the telephone,

communicate to you, the attendant, how the call should be handled with one of the following

pre-set messages:

•

Hold

. You ask the caller to hold for a moment.

•

Assist

. You send the caller to the called party’s assistant.

•

IntAct

. You inform the caller that the person they called is currently on the line and ask if

they wish to interrupt the call.

The display button pressed by the employee sends a pre-set message to you. Either Hold,

Assistant or Interact is displayed below the orange Callback

Loop

button.

To respond to a Callback call that a called party returned:

1. Click . The

Caller Information

group box shows the information originally

displayed.

2. Advise the caller according to the pre-set message that appears.

To process a hold call:

1. Advise the caller that the employee would like them to hold.

2. Enter the employee’s extension in the

Target

box.

3. Click . The call is now camped onto the called employee’s extension.

To process an assistant call:

1. Advise the caller that the employee is temporarily unable to take calls and has requested

that calls be routed to the Assistant extension.

2. Enter the assistant’s extension number in the

Target

box. The number is located in the

Assistant Extension

box on the

Edit Employee Information

dialog box.

3. Transfer the call to the assistant’s extension number.

To process an interact call:

1. Advise the caller that the employee is on another call but can be interrupted.

2. If the caller agrees, enter the employee’s extension in the

Target

box.

3. Transfer the call back to the extension.

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