User guide

Call Handling Basics ♦ 13
Answering Calls
When a new call arrives at the console the bell rings (if it is turned
on) and a call waiting icon ( ) appears above the softkey associated
with the call.
You can answer calls on a "first-come, first-served basis," using the
Answer key or use the softkeys for "selective answer." If you wish to
answer the Recall first, then press the Answer key.
Note: You cannot answer a new call until the one you are engaged
in is transferred, disconnected, or put on hold.
Answering calls on a first-come, first-served basis
With both the Source and Destination areas clear,
• Press Answer
to greet the caller who was waiting the longest. Information about
the call, such as the trunk name and number for an external call
or the caller’s name and extension number for an internal call,
is displayed in the Source area.
Note: The Answer key has a hierarchy; recalls are answered first,
then any other call in order of arrival, regardless of whether it is an
internal or external call. You can assign answering priorities to calls
based on the telephone number that callers dial to reach the console.
For more information, see page 28.
Call Waiting
indicator
Total Calls Waiting
About the Call Answering Softkeys
The call answering softkeys are assigned by your communications
department to suit the types of calls your company receives.
The leftmost softkey is reserved for recalls (see Answering Recalls on
page 22), but the other softkeys may be programmed in a variety of ways. For
example, you might have Dial "0" and "External" to indicate whether a call
is from outside the system or inside; or WATS or TIE to tell you the type of
trunk the call arrived on; or you might see the department name assigned to
the trunk.
You can use the softkeys to guide you when answering a call. For instance,
when you see that a call is from outside the system, your company might
want you to answer with a different greeting than you use for internal calls or
recalls. Use the form provided on page 55 to record your company's
preferred greetings.