AT&T 518-455-710 manual Answering an Attendant-Transferred Call, Setup Decisions An Introduction

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Caller Does Nothing

The caller’s last alternative is to do nothing (the caller does not dial a route or

 

extension, or has a rotary phone). The Attendant automatically puts the call on

 

Route 0. Again, at ABC the call would be transferred to extension 10, the

 

Destination extension for Route 0.

 

NOTE:

 

Route 0 is called the "Automatic Route." The Attendant automatically routes

 

calls to Route 0 when a caller takes no action.

Answering an Attendant-Transferred Call

When the Attendant transfers a call to a Destination extension that has a system display phone (MLS-12D or MLS-34D), the Attendant’s two-digit extension number will appear on the display. The person picking up the call should glance at the display before answering, and answer with a greeting that appropriately follows the Attendant’s announcement. For example, at ABC Supermarket, the person at the Deli Corner answers with the message, "Deli Corner, how may I help you," and does not start with "ABC Supermarket" because the caller already heard it from the Attendant.

When the Attendant transfers a call to a display phone at the Attendant’s Transfer Return extension because a particular extension did not answer, the words "Transfer from AA" will appear on the display. The person at the Transfer Return extension should be aware that the caller did not reach the desired extension and answer the call appropriately. For example, at ABC Supermar- ket, the operator says, "This is the operator. The extension you are trying to reach is not answering. How may I help you?"

Of course, if an extension functions as both a Destination extension and a Transfer Return extension, either message can appear. (In the usual setup, the operator at extension 10 is both the Destination extension for Route 0 and the Transfer Return extension.) The person should therefore be prepared to answer Attendant-transferred calls both ways.

Setup Decisions: An Introduction

Attendants can be set up in many different ways. ABC Supermarket is an example of a typical setup. Your needs may demand a less or more sophisti- cated setup. The rest of this chapter will help you decide on the best configu- ration for your business.

Before installing any Attendants, make a copy of the planning form in Appendix

A and fill it out as you make the following decisions:

1 . Determine the Call Answering Mode. Should your Attendant answer calls as soon as they come in, or only if the receptionist or operator is busy? How should calls be answered after hours?

2 . Determine the number of Attendants required to handle your call volume.

Setup Decisions 1-3

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Contents Partner Plus Ordering Information Copyright 1991 AT&T All Rights Reserved Issue AprilWarranty How To Comment on This GuideContents Overview Determining the Call Answering ModeHow the Attendant Answers and Transfers Calls An Example OverviewCaller Dials a Two-Digit Extension Number Answering an Attendant-Transferred Call Setup Decisions An IntroductionImmediate Call Answering Mode Determining the Call Answering ModeDetermining the Number of Attendants Required Backup Call Answering ModeDetermining the Route Plan Determining Lines the Attendant Will AnswerDay G h t Example Route Plan ABC SupermarketMusic-on-Hold Source Factory Settings for Attendant Announcement TimesType Factory Description Announcement Setting Allocating Time for AnnouncementsAnswering Machines Example SetupsAttendant with Routes and Secondary Destinations Attendant with Routes and Secondary DestinationsProgramming Attendant SystemAttendant Attendant Used with Answering Machine Attendant System First- and Second-Level Attendants First- and Second-Level AttendantsNone 2nd-level Attendants Announcements Attendant aN o u n c e m e n t Attendant B Call Answering ModeSystem Programming for Attendant Operation Installing the Attendant Programming GuidelinesTesting for Proper Operation Attendant ProgrammingAdditional Safety Instructions for Installation Personnel Important Safety InstructionsTalking Hardware RequirementsAttendant Unit Front PanelBack Panel Installing the AttendantAttendant Power Phone Mounting Cord Cord Bracket Programming Guidelines Using the Programming ChartsIntroduction Commonly Changed Settings Change this See If you want to SettingBusiness Days To adjust clock for Daylight Saving TimeAttendant Programming ClockReallocating Announcement Lengths Business HoursRecording Announcements Answer Delay Night Answer Delay DayRoutes To change the security code Automatic Tries to Route 0 DayAutomatic Tries to Route 0 Night Security CodeAttendant Line Assignments Call Answering ModeSystem Programming for Attendant Operation Attendant ExtensionsEnsuring Attendant Extensions Are Not in the Calling Group Night Service GroupTransfer Return Extensions Transfer Return RingsTesting Secondary Destinations Testing Basic OperationPlanning Form Attendant Extension Call Answering ModeAttendant in Night Service Group Answer DelayTransfer Standard Announcement If Your Announcement Is DifferentDay NightBusiness Schedule System ProgrammingAnnouncements National Service Assistance Center Helpline 1 800 Power FailureNumber Solution Blinks Problem Out-of-Service CodesTable B-1 Out-of-Service Codes Invalid Extensions and Routes Caller Hears Initial Announcement More Than Once Attendant Disconnects Callers After They Select RoutesSystem DimensionsWeight BatteryTelephone Line Power FailureVisual Indicators OperationIndex IN-I IndexIN-2 Index Comcode 106 449 AT&T
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