Difference between revisions of "Customer Service:Telephone-Answering the Phone"

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#Press <Intercom>
  
#Press <Intercom>
 
#Press <Login>
  
#Press <Login>
−
#Press <1,your desk extension ##>
 +
#Press <1,your desk extension, ##>
 
#Press <150##> (Customer Service queue)
  
#Press <150##> (Customer Service queue)
 
#Press <Release>
  
#Press <Release>
 
#To log out press <Login>
  
#To log out press <Login>
 
#On the screen it will give you the option of Logout all or Cancel
  
#On the screen it will give you the option of Logout all or Cancel
−
#Press the button below this to Logout All x 2 and you will be logged out of the Customer Service queue
 +
#Press the <ok> button twice to Logout.
 
[[File:phone1.jpg|500px]]
  
[[File:phone1.jpg|500px]]
   
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===Are You Busy or Away From Your Desk and Can Not Pick Up the Phone===
  
===Are You Busy or Away From Your Desk and Can Not Pick Up the Phone===
 
[[File:phone4.png|500px]]
  
[[File:phone4.png|500px]]
  +
  +
===Do you want to transfer a call to another local===
  +
#Press the '''transfer button'''
  +
#Press '''Line'''
  +
#Enter '''local'''
  +
#Press '''Intercom''' or '''release''' button
  +
  +
[[File:phone12.png|500px]]
   
 
===Retrieving a Personal Voice Message===
  
===Retrieving a Personal Voice Message===
 
[[File:phone5.png|500px]]
  
[[File:phone5.png|500px]]
  +
  +
===Do you want to listen to old messages in the CS voicemail===
  +
#Press 100 (Dials Voicemail Centre)
  +
#Press # (Exits current extension and prompts for extension to enter)
  +
#150# (Enter extension for shared voicemail)
  +
#000# (Enter voice mail code for extension)
   
 
===The Hold Button===
  
===The Hold Button===
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===CS Message Button===
  
===CS Message Button===
−
[[File:phone9.png|500px]]
 +
[[File:phone11.png|500px]]
  +
  +
   
 
==Headset Information==
  
==Headset Information==
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[[Category:Workflows-Customer Service]]
  
[[Category:Workflows-Customer Service]]
  +
[[Category:Telephone]]

Latest revision as of 09:06, 12 October 2018

Overview

The following instructions will allow you to log into the phone system, use your headset and answer the phone from a Customer Service desk.

Log in and Out of the Phone System

  1. Press <Intercom>
  2. Press <Login>
  3. Press <1,your desk extension, ##>
  4. Press <150##> (Customer Service queue)
  5. Press <Release>
  6. To log out press <Login>
  7. On the screen it will give you the option of Logout all or Cancel
  8. Press the <ok> button twice to Logout.

phone1.jpg

Other Buttons on Phone

phone2.png

Do you Want to Page Everyone?

phone3.png

Are You Busy or Away From Your Desk and Can Not Pick Up the Phone

phone4.png

Do you want to transfer a call to another local

  1. Press the transfer button
  2. Press Line
  3. Enter local
  4. Press Intercom or release button

phone12.png

Retrieving a Personal Voice Message

phone5.png

Do you want to listen to old messages in the CS voicemail

  1. Press 100 (Dials Voicemail Centre)
  2. Press # (Exits current extension and prompts for extension to enter)
  3. 150# (Enter extension for shared voicemail)
  4. 000# (Enter voice mail code for extension)

The Hold Button

phone6.png

The Intercom Button

phone7.png

The Intercom 2 Button

phone8.png

CS Message Button

phone11.png


Headset Information

superserver.unipharm.local\Customer Service\common\Work Flows\Customer Service\CS-PH-014 Headset Information.pdf

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