DEFINITY® Enterprise Communications Server Release 7 | Issue 4 |
Console Operations | June 1999 |
4 Using the Features |
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Assisting Callers with Special Tools | 43 |
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3.Press the SPLIT button.
4.Press the HOLD button.
Unanswered pages return to you for further assistance. If the allotted time for paging announcements expires during the page, the call disconnects and you hear an intercept tone (alternating
Assisting Callers with Special Tools
This section covers features that allow you to provide special assistance to callers. It includes ways to hold callers on the line, interrupt an existing call, override existing features designed to block incoming calls, assist callers who need to reach a series of system users, or manage emergency calls.
Using Call Waiting
When you transfer a call to a busy line, the call returns to the console until the busy line becomes available. When the busy line becomes available, the call automatically rings through. If the line does not become available, the call rings back to you for further attention.
Example
A customer, John Steele, places a call to customer service representative Leah Hoffguard. Leah is serving another client, but hears a beep in her ear indicating that she just received an incoming call. Pat notifies the caller that Leah’s line is busy. Leah brings her current call to closure and John’s call automatically rings through to her extension.
Feature Name
Attendant Call Waiting
Procedures
To notify callers that the party they called is busy:
1.Press the SPLIT button. The called party hears a
2.Inform the caller that the called extension is busy, and that their call is waiting to be answered.
3.Press the RELEASE button.
