Unit 107 Make and Receive Phone Calls

107. MAKE AND RECEIVE TELEPHONE CALLS – KNOWLEDGE QUESTIONS

1. Describe the different features of a telephone system and how to use them.

    - Firstly to log on to your phone you use the blue super key before typing in your extension number before pressing accept. To log off again press super key and then yes key.
    - To make outgoing calls you need to press the 9 key before dialling the actual number.
    - To receive calls on your phone you will need to be logged in and you should be on auto answer and headset, when this is the case the phone will ring once before going live to the person on the other end of the phone.
    - There is a hold button for when you need to place a caller on hold, the caller will be aware of this when the hold music comes on.
    - To transfer calls to other people/departments, you press the ‘transfer’ button before dialling number and finally pressing the ‘release’ button.
    - There is an answer phone service that comes into place when all phones are logged out, this simply states the opening hours of the office and suggest for caller to call again then.
    - The ‘make busy’ feature allows you to stay logged onto the phone but makes it so that no calls can come through, when pressing the ‘make busy’ button you will have to put number in depending on why you’re busy. Here is the list of numbers     1- Coaching
                          2- Personal Break
                          3- Dinner
                          4- Meeting
                          5- System Problems
                          6- Tea Break
                          7- Training
                          8- Work for Leader
                          9- Wrap
  -     To hang up the phone you press the x button, this automatically disconnects the line




2. Give reasons for identifying the purpose of a call before making it.

If the purpose of the call is identified before the call is made it can save on the call time as well as wrap time, which are some...