43
Chapter 4
Handling calls
With Attendant Console you can manage calls using a mouse or a keyboard. When a call comes in, you can respond to the caller using either a telephone or a headset. If you use a headset your hands are free to use your PC.
The basic steps in processing an incoming call with Attendant Console include:
•answering a call. Refer to “Answering calls as an attendant” on pag e43.
•finding the called person’s extension and placing it in the Target list box. Refer to “Finding the called person’s extension and placing it in the Target list box” on page 45.
•transferring a call. Refer to “Transferring a call” on page47 .
Other telephone functions include:
•parking the incoming call and paging the employee. Refer to “Parking, holding and screening calls” on page 48.
•linking and joining calls. Refer to “Linking and Joining calls” on page 52.
•handling a callback call. Refer to “Handling a callback call” on pag e53.
•making a call from the attendant’s extension. Refer to “Making a call from the attendant’s extension” on pag e54.
•managing calls at the employee’s telephone. Refer to “Handling calls at an employee’s telephone” on page55 .
The following steps explain how you handle calls as an attendant using the Attendant window. For further information about the Attendant window, refer to “Components of the Attendant Console window” on page 23.
Answering calls as an attendant
The Attendant Console window uses six Loop buttons to answer calls. Each Loop button can handle a single call in progress. The color of the Loop button changes depending on the activity.
To show or hide inactive Loop buttons:
On the View menu click Hide Loop Buttons.
If the Loop buttons are hidden, they appear when a call occurs. If the Loop Overflow icon appears on the Status Bar there are more than six calls.
A new incoming call appears as a yellow Loop button that displays the word Ringing. Information about the call appears beside the Loop button to assist you with personalized call processing:
Attendant Console User Guide