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EliteMail VMS/EliteMail Limited Issue 1
Job Specifications Manual 2 - 9
S
ECTION
3
W
ORKSHEET
3:
O
PERATOR
H
ANDLING
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.