Operator Features
This section is provided specifically for the designated Operator. Depending on your organization, this may be a single person or a number of people.
Call Handling and the Auto Attendant
If your system uses the Auto Attendant, it can handle and route incoming calls automatically with prompts and menus; most incoming calls do not reach the Operator.
The call will ring at the Operator’s desk if the caller dials 0 while listening to options given by the Auto Attendant. The sections at the beginning of this chapter offer instructions on basic answering, putting calls on hold, and transferring calls.
Checking the General Mailbox
The System Administrator may set up a General Mailbox where callers can leave messages if they do not know who to speak with or when the Operator is unavailable. This mailbox works like any other voice mailbox and has an extension number and password. Be sure to check this mailbox frequently and forward messages to the appropriate person as soon as possible.
Calls on Hold
To place a call on hold, do one of the following:
•Press the FLASH button to play music on hold, or
•Press the HOLD button to place the caller on hold without music.
If a call is placed on hold at the Operator’s desk, subsequent calls to the Operator can be routed to the next extension in a queue, sent to a voice mail (the General Mailbox), or placed into a new queue. Be sure to fully understand your organization’s customized call processing procedures.
