Telstra VVX410, Manual

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Telstra VVX 410 Call Centre Phone Guide | November 2015 Page 5
Telstra VVX410 Call Centre Phone Guide

Press the End Call soft key
Blind Transfer enables you to transfer a call to
another party without announcing the call prior
to transfer.

During a Call press the Transfer soft
key

Tap the Blind soft key

Enter the transfer destination number

Your call will be transferred
automatically
Consult Transfer enables you to transfer a call
to another party with consultation.

During a Call press the Transfer soft
key

Enter the transfer destination number
When the party answers, announce the call

Press the Transfer soft key again to
complete the transfer.
If the party refuses the call (prior to completing
the transfer)

Press the Cancel soft key to be
returned to the original caller.
Using the Emergency feature allows a 3-way
call to be set up with a Supervisor, Agent and
caller.
Whilst in a call
Press the More soft key twice then the
Emergcy soft key

Enter the phone number of a
Supervisor into the Emergency
Escalation field.

Press the Enter soft key to establish
the
3-way call.
Note: If the agent (initiator) hangs up the
handset all parties will be disconnected.
The Escalate function enables an agent to
consult with a supervisor whilst placing the
original caller on hold. All 3 parties (caller,
agent and supervisor) can then be joined into a
3 way conference call.
Whilst in a call, press the More soft key then
the Escalate soft key
The first available supervisor (if multiple
supervisors are assigned to the call centre) is
automatically called

When the Supervisor answers, press
the
More soft key then the Join soft key
Note: If the agent (initiator) hangs up the
handset all parties will be disconnected.

Whilst in a call, pressing the Trace soft
key sends a call trace request to the
Application Server