Filter
Top Products
14 ♦ Call Handling Basics
Answering Calls
When a new call arrives at the console the bell rings (if it is turned
on) and a call waiting icon (
) appears above the softkey associated
with the call.
You can answer calls on a “first-come, first-served basis,” using
the Answer key or use the softkeys for “selective answer.” If you
wish to answer the Recall first, then press the Answer key.
Note: You cannot answer a new call until the one you are
engaged in is transferred, disconnected, or put on hold.
Answering calls on a first-come, first-served basis,
With both the Source and Destination areas clear,
• Press Answer
to greet the caller who was waiting the longest. Information
about the call, such as the trunk name and number for an
external call or the caller’s name and extension number for
an internal call, is displayed in the Source area.
Note: The Answer key has a hierarchy; recalls are answered first,
then any other call in order of arrival, regardless of whether it is
an internal or external call. You can assign answering priorities
to calls based on the telephone number that callers dial to reach
the console. For more information, see page 28.
Selectively answering calls
You can select the call you want to answer by pressing a softkey
[Recall], [Dial 0], [External], [WATS], etc.) instead of the Answer
key. If you have more than one call waiting at a particular softkey,
then they will be answered on a “first-come, first-served” basis.
Use the call waiting icons (
) in the Call Waiting area to help
you decide which type of calls to answer first. The icon appears
above the softkey associated with the various call types (external,
recalls, etc.). The number below the icon shows you how many
calls of a particular type are waiting. The color of the icon also
indicates the number of calls waiting: yellow for one call, blue for
two calls, and red for three or more calls.
About the Call Answering Softkeys
The call answering softkeys are assigned by your
communications department to suit the types of calls your
company receives.
The leftmost softkey is reserved for recalls (see Answering
Recalls on page 22), but the other softkeys may be
programmed in a variety of ways. For example, you might
have Dial “0” and “External” to indicate whether a call is
from outside the system or inside; or WATS or TIE to tell you
the type of trunk the call arrived on; or you might see the
department name assigned to the trunk.
You can use the softkeys to guide you when answering a call.
For instance, when you see that a call is from outside the
system, your company might want you to answer with a
different greeting than you use for internal calls or recalls.
Use the form provided on page 53 to record your company’s
preferred greetings.
Call Waiting
indicator
Total Calls Waiting