User`s guide

Transferring Calls to a Specific Person on System 25
To transfer a call to a specific person on System 25, the agent must do the
following:
1 Press [TRANSFER].
(The green light next to the button of the call winks, indicating the call is
put on hold.)
2 Listen for dial tone.
3 Dial the person’s PDC or press the [DSS], [FLEX DSS], or [REP DIAL]
button for that person.
NOTE: If the agent misdials the number, the agent can return to the held
call by pressing the button next to the winking light. Then return to
step 1.
4 Announce the call when the other person answers.
NOTE: If a busy signal is heard or the other person doesn’t answer,
return to the held call by pressing the button next to the winking light of
the held call.
5 Hang up.
Transferring Calls to Another Line Group’s Queue
If the Transfer-into-Queue feature has been administered for your CMS,
agents can transfer a call to another line group’s queue as follows:
1 Press [TRANSFER].
(The call is put on hold, and the green light next to the button of the held
call winks.)
2 Listen for dial tone.
3 Dial the PDC or press the [DSSJ, [FLEX DSS], or [REP DIAL] button for
the line group’s queue (that is, the PDC of the single-line station
associated with the transfer-queue line).
NOTE: If the agent misdials the number, the agent can return to the held
call by pressing the button next to the winking light. Then return to
step 1.
4 When the call starts ringing, hang up. Do not wait for the call to be
answered.
(If a busy signal is heard, press the button next to the winking light to
return to the held call.)
NOTE: This feature can also be used by non-CMS agents to transfer a call
into a line group’s queue.
People who may need to use this feature, such
as the System 25 Attendant, should be trained in its use.
6-8 The Agent’s Voice Terminal