Transferring Calls to the Operator | NEC 750176-1 specification

EliteMail VMS/EliteMail Limited	Issue 1

SECTION 3

WORKSHEET 3:

OPERATOR HANDLING When callers reach your organization during normal business hours, they 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 operator available to handle calls?

Identify when an operator is available to answer calls. Most organizations have operator coverage only during normal business hours. Operator availability during night hours varies widely from one organization to another.

If operator is not available for either day or night, check the No boxes and go to the next worksheet.

Transferring Calls to the Operator

What is the operator extension number?

Enter the actual operator extension number on the NEC telephone system, both for day and night. At many organizations, the operator extension number is 0. If your operator has a different extension number, fill in the blank with the number. The voice mail system automatically dials this extension when transferring a call to your operator. The extension 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 extension is busy or not answered, 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.

Job Specifications Manual

2 - 9

Image 22

NEC 750176-1 manual Transferring Calls to the Operator, When is an operator available to handle calls?

Contents

Page NEC America, Inc Walnut Hill Lane Irving, TX EliteMail VMS/EliteMail Limited Technician Guide Section General InformationSection This Manual Stock Number Table of Contents Issue 1EliteMail VMS/EliteMail Limited Table of Contents Job Specifications Manual Iii List of Figures Table of Contents List of Tables Section What YOU Should Know What should the voice mail system say when it answers?Section General Which trunks does the voice mail system answer? Section Quick Install Method Does the organization use a fax machine? Section EliteMail VMS/EliteMail Limited IssueWith EliteMail Limited Banner Screen Available Recording Space Warning FMS -U10 ETU Calls Answered System Access Numbers Station Number for each voice mail system port Telephone System InformationStation Pilot Number Keypad Map Worksheet Keypad Map Day Greeting / Night Greeting GreetingAction After Greeting Use one-key dialing during greeting? If Take a Message is Used Page Opening Greeting Transferring Calls to the Operator When is an operator available to handle calls?What is the operator extension number? Call transfer type to use for the operator extension Night Operator HandlingTransfer Calls to the Operator Daytime Schedule Ignore holidays? Schedule #4 Automatically adjust system for Daylight Savings Time?Holidays System Schedules Am / pm to Section Worksheet Default Subscriber Settings Personal ID and Access CodesPersonal ID for Subscribers Access Codes Can Edit Hold Menu Mode ExclusivelyAuto Live Monitor Message Length Call Transfer Transfer calls to subscribers? Call transfer type Message Delivery Message NotificationActivate message waiting lamps for new messages? Wait minutes after a new message arrives Should the system call the subscriber extension?Each, Batch, or Urgent Delivery Call Transfer Default Subscriber SettingsPersonal ID & Access Codes Message Notification Should caller be routed to another System ID for help after When should the system ask subscribers to deleteHow many times should caller be allowed to misdial? Misdialing repeatedly? System Security Callers determine a subscriber extension Directory AssistanceSection Worksheet Directory Assistance Numeric directory assistance System IDs for Directory Assistance Fax ID Directory AssistanceSection Worksheet Public FAX BOX Voice Name Transfer calls to the Public Fax Box? Use call holding? Alternate Action Announce Options Call transfer type Await Answer Public Fax BoxAnnounce Options Extension / Last Name / First & Middle Names Ways to Enroll SubscribersExtension # ID Range 1, 2 Unlisted Subscriber List Guest Personal ID Host SubscriberGuest Name Urgent? Guests Worksheet Does the system keypad map have letters or numbers only? ConsiderationsCan anyone but the owner send a message to the group? Group Owner Spelled Names or Numbered NamesGroup Name or Number Deliver message only to the first person to hear it? Can others send a message to this group? Group Members Message Groups Select message groups by name or by number? Section Worksheet Special Subscriber Settings EliteMail VMS/EliteMail Limited IssuePersonal data Transfer calls to subscriber? Turn screening options on? Transfer options Action After Greeting Issue EliteMail VMS/EliteMail Limited Confirm CIntroduce Page Message Notification and Delivery Select one of the following delivery methods After Greeting Special Subscriber SettingsMessage Notification & Delivery This System ID QuestionsSection Worksheet Public Interview BOX Questions, you might want to say Thank you for your order Should Outside Callers Mark Messages Urgent? Action after last question Public Interview Box Action after last question Transaction boxes and interview boxes Section Worksheets Menus Interviews MAPTechnician Guide Callers to other System IDs, and if it uses one-key dialing Menus & Interviews Map Example Directory of Departments FloppySoft Menus and Interviews Map Menus & Interviews List Section Worksheet Menus Interviews List FloppySoft Technical Support Menu Boxes Accounting Product Information Page Sales Representative Owner System IDName Enter the transaction box System ID Transfer the calls reaching this box to an extension? Greeting Action After Greeting If Take a Message is Used Transaction Boxes Day Night Box Name Question Action after last question Interview Boxes Question Max. Response Seconds Sign In to the System Use the Completed WorksheetsSection Before YOU Fill Contact Move cursor to this field Section Program Worksheet 1 Site InformationSite name Move cursor to this field Fill in the Screens Total trunks / stations No Trunks Press Job Specifications ManualCalls Answered Worksheet Choice Enter Numbers NEC Telephone System Information Press To display the next match Keypad Map Section Program Worksheet 2 Establish a local connection All PortsOn the worksheet, if you chose Transfer Call to Operator Hang Up Application ScreenInterview the caller Section Program Worksheet Operator Handling Press Move the cursor to this field Set up System OperatorSystem ID Select this field Rings Then Section ProgramSystem Schedules Refer Night Mode Holidays Section Program Worksheet Default Subscriber Setup Defaults for each new subscriber Personal ID Add or remove codes at the Access Code Options window Issue EliteMail VMS/EliteMail Limited Call transfer type Screening? Worksheet Enter Choice After min Section Program Worksheet System Security Batch Each Urgent 8123,8456,8678 8123,8456,8789 Section Program Worksheet Directory Assistance Automatic8J7#KLJM?MDirectoryIN*+BAssistanceB4#J22A15?IN## Auto xfer? Highlight the field Numeric Directory AssistanceDepartment Transaction Box Enter N, and press To set the field to No Display the Departments Box Highlight the Greeting Day field PressPress any key to stop recording Move the cursor to the System ID field Default System ID is $FAXBOX Voice Name Program Worksheet Public FAX BOX Rings Worksheet Choice Voice Press Add Menu Section Program Worksheet Subscriber List Constant suffix Enter Range of Extension # IDs Start StopConstant prefix System displays the selected range and asks to confirm Name field, if you5 Press .to display the Add Menu Record Names Follow these steps for each guest Add GuestsSection Program Worksheet Guests Enter the guest Personal ID, and press Fill in the Screens Press Section Program Worksheet Message Groups Repeat this process to add more delivery numbersSchedules for the guest, if desired ID for Num Groups Until you refer to Adding Message Groups at the ConsoleAdd a new message group Add members to the message group Section Program Worksheet Special Subscriber SettingsSystem shows the first matching name Personal Directory pages for those subscribers EliteMail VMS/EliteMail Limited Add or Remove Access CodesName, IDs, Hold/Archive Time Enter a code in the field, and press JJ2 Pop-up window Press If calls should be Expanded Transfer Options Set up call holding. In this field, enterView Expanded Transfer Options for a subscriber Worksheet Choice Action Edits OK? Move the cursor to this field Send Msg Urgent? Move the cursor to this field Transfer to Operator Press Say-bye Message delivery telephone numbers Use X for the subscriber extension number. Activate Lamps? Enter the time between retries, and press Worksheet Public Interview BOX Record Interview Box QuestionsUse this information on the Public Interview Box Boxes, voice detect boxes, and interview boxes Section Program Worksheets Menus InterviewsFrom those worksheets Select Transaction box. You are prompted with Add a Transaction BoxProgram Worksheet Transaction Boxes Add transaction box for System Manager name? Y/N Transfer Day? Highlight this field Transfer options Move cursor to this field Action Specify System ID Max-msg Move the cursor to this field Hang up Press Go to Another ID Add interview box for System Manager name? Y/N Add an Interview BoxSection Program Worksheet Interview Boxes Add interview box for which subscriber enter last name Add interview box for subscriber Name Press ESC to quit? Y/N Press Press Specify System ID Calls Answered System Access NumbersTelephone System Information Worksheet Opening Greeting Day Greeting Night Greeting Transferring Calls to the Operator Worksheet Operator HandlingWorksheet System Schedules Am / pm to Am / pm on Worksheet Default Subscriber Settings Am / pm to Am / pm on M on Worksheet System Security Worksheet Directory Assistance Worksheet Public Fax Box Call transfer type Await Answer for Extension # ID Range 2Start Worksheet Subscriber ListExtension # ID Range 1Start Extension # ID Range 3Start Worksheet Guests Host Subscriber Guest Name Guest Personal ID Urgent? Worksheet Message Groups Message Notification & Delivery Call TransferAfter Greeting Am / pm to Am / pm on Mon Worksheet Public Interview Box Question Max Response Worksheet Menus & Interviews Map Worksheet Menus & Interviews List Worksheet Transaction Boxes Worksheet Question Max. Response