User guide

Telephoning
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Note:
When you call an external party and then transfer this person to another external
party, you will bear the costs for the call between the two external callers. You
have no way of influencing how long the transferred call will last. The connection
is established via the OpenCom 1000 and occupies two call channels (ISDN user
channels).
Menu when Subscriber on Hold
You have put a call on hold and are possibly already making an enquiry call. Press
the
Menu softkey briefly and then dial …
Telephone book: You can look up a call number in the central phone book of your
communications system.
Disconnect: You disconnect the call and are speaking with the subscriber on hold.
Toggle: You toggle between the current subscriber and the subscriber you last
spoke with.
Team hold: This menu entry is only offered to you when you are already on an
enquiry call. If the call is to be continued on another telephone of a team,
you can activate “Team hold”. The call is held, and an “Automatic hold
recall” is carried out to the team members.
Pick-up: This menu entry is only offered to you if you have placed a subscriber on
hold and are not yet conducting an enquiry call. You pick up the call
intended for another telephone in your pick-up group.
Dir. pick-up (direct pick-up): This menu entry is only offered to you if you have
placed a subscriber on hold and are not yet conducting an enquiry call. You
accept a call for any other internal caller. Enter the call number of the other
telephone. If the other telephone is already in the call state (e.g. an
answering machine is making an announcement), you pick up the call.
Tapping ongoing: This menu entry is only offered to you if you have placed a
subscriber on hold and are not yet conducting an enquiry call. After
entering a call number (Dest.:) you can use your telephone to listen in to
the call of another subscriber. Your microphone is automatically muted so
that you are not heard by the subscriber and the person being talked to
who you are listening in on. This function is convenient for, e.g. training
exercises in a ACD group where the supervisor can monitor individual calls
by the agents. The only requirement is that the “protect against listen-in”
function is deactivated at the subscriber whose calls are being monitored.
When a call is being listened in on, “Intercept” appears on the display of the