CALL HANDLING (CALL TRANSFERS, PLACING CALLERS ON HOLD

CALL HANDLING (CALL TRANSFERS, PLACING CALLERS ON HOLD)

TRANSFERRING CALLS

• To initiate a call transfer press the “Transfer” button (soft key button under the screen or the button showing the arrow pointing to the silhouette of a person)
• You will hear new dial tone, the caller will hear the on-hold music
• Dial the number you wish to transfer the caller to. If you wish to transfer the caller directly to the endpoint user’s voicemail box dial “*55XXXX (where the X’s represent the user’s extension)
• You can wait until the far end answers the phone if you wish to talk to them to set up the call, or you can go ahead and press the “Transfer” button again. The call will then end for you

PLACING CALLERS ON HOLD

• To place a caller on hold, simply press the “Hold” button (soft key button under the screen, or the button with the “Pause” symbol on it)
• The caller will hear the on-hold music
• To resume the original call press the “Resume” soft key button
• To initiate a new call, while the original caller is on hold, press the “New call” soft key button
• Once the new call is connected you will see the 2 calls on your phone’s screen and can use the up and down buttons on the circular button that surrounds the silver round button underneath the screen
  • The soft key buttons will display different options (ie “Resume”, “Hold”, “Transfer” etc) depending on the status of the call you are highlighting at the moment