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18 ♦ Call Handling Basics
Extending (Transferring) Calls
You can transfer a call to an extension or an outside number.
To transfer a call
1. Dial the destination number.
The caller is automatically placed on Consultation Hold while
you complete the transfer.
2. Press Release to connect the caller to the ringing phone.
If the called party fails to answer within a time-out period,
the transferred call (if it is an outside line) returns to the
console as a Recall.
Reaching a Busy Number or an Extension
with Do Not Disturb Activated
If the dialed number is busy or the extension has Do Not Disturb
activated, do one of the following:
• Press [Source]
to talk with the caller in Source without losing the Destination
information. Tell the caller the requested number is busy and
ask if the caller wants to try again later or leave a voice mail
message for the busy party (see Options on the right). You
can also take a message and send the busy party a message
waiting indication (see Message Waiting on page 36).
Or
• Press Cancel and then dial a different number
if you think you can locate the requested party elsewhere.
Or
• Press [Source], and then [Redial Dest]
to redial the same destination number
Or
• Press [Override]
to intrude into the extension user’s call (if permitted by
your and the extension’s Class of Service. See Override on
page 37.)
Or
• Press Release
to camp the caller on to the busy extension. (Camp-on is not
allowed if the extension has Do Not Disturb activated.) The
extension user hears two beeps to indicate a call is waiting.
When the user hangs up, the extension rings and the waiting
call is automatically connected.
Notes: If there is no answer after a time-out period, the
transferred call (if it is an outside line) returns to the console
as a Recall.
Introducing the caller before completing the transfer
After your call is answered and you’ve had the chance to speak
with the person privately,
1. Press Release to complete the transfer.
Or
2. Press [Source]
to speak privately to the party in Source; the party in
Destination is on Consultation Hold. To speak privately to the
party in Destination again, press [Destination].
Transferring a call to a voicemail box
The Voicemail key on the console keypad allows you to transfer
calls directly to an extension user’s mailbox. You can use the key
for transferring recalls only—that is, calls returned to the console
because the extension went unanswered.
Note: This feature requires an access code, which must be
entered into the console using the Options command on the
Tools menu. For more information, see page 35.