User guide

Call Handling Basics ♦ 19
Holding and Retrieving Calls
You can place up to six callers on hold while you check for information
or page the person that the caller is requesting.
To place a call on hold
• Press Hold.
Information about the call appears in the Calls On Hold area.
This information can include:
- Call on Hold ID
- Hold Order, Hold Time, Total Time
- Caller’s name and number
- Note - a field that you can use to annotate the call on hold.
To edit this field, click on it and type.
- Private Number indicator
- Combined BLF Status and DND status
- For Name - name of the person the caller was trying to reach
- Number of the extension the caller was trying to reach
- Department - the department of the person the caller was
trying to reach
- Location - the location of the person the caller was trying to
reach
Use the scroll bar along the bottom of the Calls on Hold area to
see information that is out of view. To see all the information at
once, move the mouse pointer over the call. A pop-up like the
one on the right appears and remains on screen for ten seconds
or until the pointer is moved away from the call.
The Calls on Hold area is customizable. See page 31 for more
information.
To retrieve a call on hold
You can retrieve a call on hold only when the Source and/or
Destination area on the screen is clear.·
•Press Retrieve, and then dial the position number of the call (1-
6) you want to retrieve.
Or
•Press Retrieve and then the star key (
*
) on the keypad to retrieve
the longest-held call.
Annotating calls on hold with called number information
Both the Phone Book search results and Busy Lamp Field areas have
a button for attaching notes to calls on hold. By first selecting a call
on hold, then clicking this button (or pressing F10), you will cause the
system to add the name and number of the person that the caller is
trying to reach, as well as the current state of that line (for example,
busy) to the call record. This information helps you to keep track of
multiple calls on hold, so that you can handle them more efficiently.