24 ♦ Call Handling Basics
To annotate a call on hold
Use [Hold For] to hold a call and annotate it with called-party
information.
1. Select the call from the appropriate Queued Calls display.
2. Click once on the desired extension from Busy Lamp Field list
or the Phone Book.
3. Press [Hold For] to annotate the call.
The console adds the name and number of the person that the
caller is trying to reach, as well as the current state of that line
(for example, busy) to the call record.
For example, in the following case, the console annotates the call:
• A caller in the Source area requests a transfer but the extension
dialed from the Phone Book or Busy Lamp Field list selection is
busy or not answering.
• Press Cancel, then [Hold For]. The held call is automatically
annotated with extension user's name and number.
If the extension is in the BLF list, then the department, location
and line state are also added to the annotation.
Note: The system automatically annotates calls with “hold for”
information when you press Hold immediately after attempting to
connect a caller to an unanswered or busy extension. See “Questions
about Hold and Retrieve” on page 25 for more details.
Hold Recall
The Calls On Hold display can show two timers for each call on hold:
•The Total timer begins counting when the call first arrives at the
console. It indicates the total duration of the call.
•The Time timer begins counting when you place the call on hold.
It indicates how long the caller has been on hold. The timer is
reset to zero each time the call is retrieved and placed on hold.
The Time and Total times are limited to 99:59 (minutes:seconds).
Calls that are left on hold longer than the limit determined by system
programming recall to the console. When a call recalls, its ID and hold
Time values turn bold and alternate between the default colors (black
or white) and orange. The Total time value for the calls also turn bold.
Answer recalls using the procedure for retrieving a call on hold.
To connect a call on hold to the Source or Destination party
1. Press Retrieve and dial the position number of the call (1-6) you
want to retrieve
or
Double-click the call you want to retrieve in the Calls on Hold
display.
2. Press [Source] or [Destination] if you want to speak privately
to either party.
3. Press Release to connect the parties and release the console
from the call.
Options