EliteMail VMS/EliteMail Limited Issue 1
Job Specifications Manual 2 - 9
SECTION 3 WORKSHEET 3: OPERATOR HANDLING When callers reach your organ ization du ring no rmal bu siness h ours, th ey
must have easy access to an operator. Callers need to know how and
when they can be connected to an operator.

20. When is an operat or available to handle calls?

Identify when an operator is av a ilable to answer calls. Mos t org anizations
have operator coverage only du ring normal business hours. Ope rator
availability during night hours var ies widely from one organization to
another.
If operator is not available for either day or nigh t, che ck the No bo xes and
go to the next worksheet.

Transferring Calls to the Operator

What is the operator extension number?

Enter the actual operator extens ion number on the NEC telephone
system, both for day and night. At ma ny organizations, the operator
extension number is 0. If you r operat or has a different extens ion num ber,
fill in the blank with the num ber. The voice mail system autom atically dials
this extension when transferri ng a call to you r operator. The exten sion
numbers can be different for Day Mode and Night Mode.

Call transfer type to use for the operator extension

The voice mail system can transfer a call to the operator three ways. If
you are not sure which to use, select Release, the most common method
for transferring to the operator.
Release
The voice mail system puts the caller on hold, dials the extension
and then releases the call to the NEC telephone system. The voice
mail system does not check the progress of the call or the status of
the called extension. If the extensio n is busy or not ans wered, the
telephone system determines what happens to the call.
Releasing a call to the operator clears the voice mail system port to
take other calls.
Await Answer
The voice mail system puts the caller on hold and dials the operator.
If the operator answers within the number of rings specified in the
rings field, the voice mail system puts the caller through.