User guide

20 ♦ Call Handling Basics
In the following case, the console annotates the call for you: A caller
in the Source area requests a transfer but the extension is busy or
not answering. By canceling the transfer, and then putting the Source
call on hold, the held call is automatically annotated with extension
user's name and number. If the extension is in the BLF list, then the
department, location and line state are also added to the annotation.
Hold Recall
The Calls On Hold area can show two timers for each call on hold:
• The Total Time timer begins counting when you press the answer
key. It indicates the total duration of the call.
• The Hold Time timer begins counting when you place the call on
hold. It indicates how long the caller has been on hold. The timer
is reset to zero each time the call is retrieved and placed on hold
again.
The Hold and Total times are limited to 99:59 (minutes:seconds).
Calls left on hold longer than the limit determined by system
programming recall the console. When a call recalls its ID and Hold
values turn bold and alternate between the default colors (black or
white) and orange. The Hold Time value for the calls will also turn bold.
Answer the recall using the procedure for retrieving a call on hold.
To connect a call on hold to the Source or Destination party
1. Press Retrieve.
2. Dial the position number of the call (1-6) you want to retrieve.
3. Press [Source] or [Destination] if you want to speak privately
to either party.
4. Press Release to connect the parties and release the console
from the call.
To connect two calls on hold
Be sure the Source and Destination areas are both clear.
1. Press Retrieve, and then dial the position number of the first call
on hold.
Information about the call appears in the Source area.
2. Press Retrieve and dial the position number of the second call
on hold.
Information about the second call appears in the Destination
area.
3. Press Release to connect the parties and release the console
from the call.
Options
Questions about Hold and Retrieve
Can I place a conference on hold?
Yes. If you can’t find a person needed for the conference, you can place the
conference on hold until you locate the person. For more information, see
page 20.
What does in the Calls On Hold area signify?
It signifies that the call was the last one placed on Hold.
What does the bold, flashing ID and bold Hold Time in the Calls On Hold
area signify?
A call has been on hold past a certain length of time is recalling and requires
attention. The hold time limit is determined by system programming.