Tunstall ComStation BUS-C, Руководство пользователя

Страница: 31 / 72

6. Handling calls
00 8811 17, 08/18 (Rev. 6.0)
29
6.2 Basic procedure for call handling
Call handling always follows the same pattern. You will see this pattern here.
Then, we will explain how you carry this out in practice.
On your ComStation
BUS-C
, one or several calls are shown in the call list. You
will handle these calls one after the other.
Calls which you have not yet dealt with are named fresh calls. They are flash-
ing in the display.
You establish a speech connection to a caller. On the display, the speech
connection window appears. You obtain details about the call from this dis-
play.
You speak to the caller. In the conversation, you find out which type of assis-
tance is required. Perhaps, a small piece of advice from you will suffice in
dealing with the matter. If this is not sufficient, or you cannot speak to the call-
er at all, for example, if s/he is not responding, you must send staff to assist
him/her. You must decide whether this involves staff from group 1 or group 2
and this depends on the situation.
You establish a speech connection with a room where staff is present, and
you speak to the staff.
It could be the case that several speech connections are required for the han-
dling of one call. That depends on the individual situation. As long as the call
has not been entirely dealt with it is called an answered call.
Only when no more action is required the call is cancelled. As a rule, the staff
cancel the call in the room (by pressing the presence button). The call type
“Call“ can also be cancelled at the ComStation
BUS-C
. All other types of calls
must be cancelled at their location. After cancelling the call, the call handling
procedure is finished.