User guide

14 ♦ Call Handling Basics
Selectively answering calls
You can select the call you want to answer by pressing a softkey
[Recall], [Dial 0], [External], [WATS], etc.) instead of the Answer
key. If you have more than one call waiting at a particular softkey, then
they will be answered on a “first-come, first-served” basis.
Use the call waiting icons ( ) in the Call Waiting area to help you
decide which type of calls to answer first. The icon appears above
the softkey associated with the various call types (external, recalls,
etc.). The number below the icon shows you how many calls of a
particular type are waiting. The color of the icon also indicates the
number of calls waiting: yellow for one call, blue for two calls, and red
for three or more calls.
In the example above, note that one internal [Dial 0] call is waiting
and two external calls are waiting. If you:
•press Answer, you will be connected to whichever of the three
calls arrived at the console first;
•press [Dial 0], you will answer the internal call; or
•press [External], you will answer the outside call which arrived
at the console first.
Your communications department can give you instructions on which
types of calls it prefers you to answer first.
Questions about Answering Calls
Why do I sometimes hear a short burst of ringing while I’m
handling calls?
Either a new call has arrived or a call on hold has recalled. As you are already
handling a call, the console only rings once. You may turn down your volume
control if you wish. You can also turn off the bell completely by using the
list in the Console Status area. (NOTE: This also turns off all other bell
indications except the Critical Alarm bell.)
What does the caller hear while I'm dialing the extension number?
Once you start to dial, the caller is on Consultation Hold until you have
completed dialing, established communication with the called party, and
released the caller to the called party. If music on hold is provided on your
system, the caller will hear music; otherwise silence
Can I answer another call while still connected to the first?
No. Before you can answer a new call, you must transfer the current call to
another destination (see page 17), put it on hold (see page 19), or disconnect
it from the console by pressing Release.
Why do extension numbers appearing in the Source and Destination
area sometimes have a icon in front of them?
When it appears next to an extension, it means that the extension is
designated as private. Attendants see the number of the extension on their
screens; other extension users see only the user's name (if available) on their
display. In the Phone Book, the icon indicates a private extension.