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5. ADVANCED CALL HANDLING
5.1 PUTTING A CALL ON HOLD
You can put a call on hold by pressing the
Hold
key. You may now replace the handset without cutting
the caller off. You can also make another call or use other phone functions.
To retrieve the call, press the
Resume
key. If you've made another call since you put the first call on
hold, you'll need to park that call or put it on hold before you can retrieve the first one.
5.2 CALL WAITING
If a second call comes in when you are already on the phone, you will hear a tone and the phone
screen will display the details of the second caller.
To answer this second call, select either the
Answer
key or press the line key which is flashing.
Answering the second call will automatically put the first call on hold. You can toggle between the
calls by placing the current one on hold and retrieving the other call.
5.3 TRANSFERRING A CALL
5.3.1 WARM TRANSFER
The warm transfer is the most common transfer. You can speak to the destination agent about the
caller’s issues and give any background definition necessary. To
Warm
transfer a call, follow these
steps:
1.
Press the
Transfer
key. This places the current call on hold.
2.
Dial the extension you want to transfer the call to.
3.
Wait until the person has answered before completing the transfer by pressing the
Transfer
key.
5.3.2 BLIND TRANSFER
A blind transfer sends a caller to another phone number without talking to the new agent first. To
Blind
transfer a call, follow these steps:
1.
Press the
Transfer
key. This places the current call on hold.
2.
Dial the extension you would like to blind transfer to.
3.
Press the
Blind
key (B Transfer) which is the second transfer option on the right side of the
screen. It will be a ”B” with a handset image.
4.
Press the
Green Phone
to complete the blind transfer. The call will automatically end on your
side.
5.3.3 TRANSFER TO VOICEMAIL
To transfer a call, follow these steps:
1.
Press the
Transfer
key, this places the current call on hold.
2.
Dial
*4
and then the extension of the voicemail box
3.
Press the
Green Phone
to complete the transfer to voicemail. Then immediately hang up your
handset.
