Mitel 5550 manual Answering Calls, Answering calls on a first-come, first-served basis

Page 22

Answering Calls

When a new call arrives at the console the bell rings (if it is turned

on) and a call waiting icon ( ) appears above the softkey associated with the call.

Call Waiting indicator

Total Calls Waiting

You can answer calls on a “first-come, first-served basis,” using the Answer key or use the softkeys for “selective answer.” If you wish to answer the Recall first, then press the Answer key.

Note: You cannot answer a new call until the one you are engaged in is transferred, disconnected, or put on hold.

Answering calls on a first-come, first-served basis,

With both the Source and Destination areas clear,

•Press Answer

to greet the caller who was waiting the longest. Information about the call, such as the trunk name and number for an external call or the caller’s name and extension number for an internal call, is displayed in the Source area.

Note: The Answer key has a hierarchy; recalls are answered first, then any other call in order of arrival, regardless of whether it is an internal or external call. You can assign answering priorities to calls based on the telephone number that callers dial to reach the console. For more information, see page 28.

About the Call Answering Softkeys

The call answering softkeys are assigned by your communications department to suit the types of calls your company receives.

The leftmost softkey is reserved for recalls (see Answering Recalls on page 22), but the other softkeys may be programmed in a variety of ways. For example, you might

have Dial “0” and “External” to indicate whether a call is from outside the system or inside; or WATS or TIE to tell you the type of trunk the call arrived on; or you might see the department name assigned to the trunk.

You can use the softkeys to guide you when answering a call. For instance, when you see that a call is from outside the system, your company might want you to answer with a different greeting than you use for internal calls or recalls. Use the form provided on page 53 to record your company’s preferred greetings.

Selectively answering calls

You can select the call you want to answer by pressing a softkey [Recall], [Dial 0], [External], [WATS], etc.) instead of the Answer key. If you have more than one call waiting at a particular softkey, then they will be answered on a “first-come, first-served” basis.

Use the call waiting icons ( ) in the Call Waiting area to help you decide which type of calls to answer first. The icon appears above the softkey associated with the various call types (external, recalls, etc.). The number below the icon shows you how many calls of a particular type are waiting. The color of the icon also indicates the number of calls waiting: yellow for one call, blue for two calls, and red for three or more calls.

14 ♦ Call Handling Basics

Page 21 Page 23
Image 22
Page 21 Page 23
Contents User Guide Mitel Networks / 5550 IP Console Symbols Page Contents Hotel/Motel Features Index Page Getting Started Page Getting Started Console Components Before you begin using the consoleIntroduction Conventions used in this guideConsole Screen Firmkeys Volume Mute Keys Call- processing Keys Console KeypadSoftkeys F1 F12 Starting and Closing the Mitel Networks 5550 IP Console Accessing tools for system programming and maintenanceQuestions about Starting and Closing IP Console Console Ringer Adjusting the ConsoleConsole Keypad and Handset Cradle Console Language Handset/HeadsetUnplugging the Handset or Headset Console Time Call Handling Basics Page Call Handling Basics About the Call Answering Softkeys Answering CallsAnswering calls on a first-come, first-served basis Selectively answering callsQuestions about Answering Calls Leaving a Callback Dialing Telephone NumbersPlacing an outside call for an extension Questions about Dialing Telephone Numbers Can I access a specific trunk?Other ways of dialing What do I do if I make a mistake while dialing?Transferring a call to a voicemail box Extending Transferring CallsIntroducing the caller before completing the transfer To transfer a callQuestions about Transferring Calls Transferring a call to an outside numberCan I transfer a call to another console? Hold Recall Holding and Retrieving CallsQuestions about Hold and Retrieve Conference Calls Placing a Conference on HoldTo answer a Recall Recovering the Last Released CallAnswering Recalls To retrieve the last call transferred from the consoleAdvanced Features Page Advanced Features Page To enter an Account Code Account CodesBulletin Board To post information on the Bulletin BoardTo specify which calls are answered first Call Answering PriorityClick Answer Priority Questions about Call Park Call ParkTo park a call for retrieval by an extension user Questions about Clear All Features Cancel Call ForwardingClear All Features Call Waiting ThresholdData Calls To set up a local Associated Data LinecallTo set up an Associated Data Line Call to a remote facility To connect a caller to a modemTo change the service mode Day and Night ServiceQuestions about Day and Night Service What services are affected by Day or Night Service?To cancel Do Not Disturb for all extensions To set up Do Not Disturb on behalf of an extension userTo cancel Do Not Disturb on behalf of an extension user Do Not Disturb ExtensionsTo delete an Emergency Call Emergency CallsTo read an Emergency Call To close the Emergency Call LogFirmkey Programming Feature Access CodesQuestions about Emergency Calls Message Waiting To cancel a Message Waiting indicationWhen should I cancel Message Waiting notifications? Questions About Message WaitingOverride Operator Absent/Present StatusQuestions about Operator Absent/Present Status To make a Press Cancel or ReleasePaging If you have more than one paging zoneQuestions about Phone Book To access your system directoryPhone Book Press Phone BookScratch Pad Serial CallTo display traffic information by trunk group number Trunk Group Status DisplayAfter displaying traffic information you can System Speed Call Tone SignalingTo turn off tone signaling To generate tonesHotel/Motel Features Page Hotel/Motel Features Displaying and Changing Room Information About Suite ServicesTo display, enter, or change room information Searching for Rooms Press Guest ServiceTo search for rooms Checking-In/Checking-Out Setting and Clearing Wake-up CallsChanging Room Occupancy and Condition Status To check in or check out a guestSetting Call Restrictions To set or remove call restrictions for a roomTo control whether Call Blocking affects a room Blocking Room-to-Room CallsMonitoring Guest Rooms To turn Call Blocking on or off for the entire systemTo display or clear a room’s message register Clearing the Message RegisterPrinting Reports To print a reportPage Reference Page Reference Alarms GreetingsSystem Rerouting Rerouted CallsCall Forwarding Transferred CallsClass of Service Class of RestrictionCode Glossary Account CodeRecall Hunt Groups Paging ZonesSystem Speed Call List System Messages Call Forward No AnswerCOR Headset or handset required for attendant operation Must Cancel before dialing Seized Unable to Setup or Add to Conference Telephone Directory Trunk NumbersIndex Index Index
Related manuals
Manual 2 pages 14.05 Kb Manual 2 pages 60.29 Kb
Top Page Image Contents