Nortel Networks P0908544 User Manual
Handling calls 57
P0908544 Issue 01
Enterprise Edge Attendant Console User Guide
Handling a callback call
There are two types of calls that return to Enterprise Edge Attendant Console:
•
a call that is not answered at the extension to which it was transferred
•
a call that the called person returns to you for attendant handling
Responding to a callback that an extension did not answer
A callback can be a call that is sent to an extension, or a call that is not answered
and returns to you.
and returns to you.
The callback is indicated by:
The Callback button displays the name and extension from which the call is
returned and other call related information. This allows you to personalize how you
handle the call.
returned and other call related information. This allows you to personalize how you
handle the call.
To respond to a Callback call:
1. Click the Callback button.
The Caller Information list box shows the information originally displayed so that
you can process the call accordingly, such as transfer to Enterprise Edge Voice
Messaging, park the call, page the called person, and so on.
you can process the call accordingly, such as transfer to Enterprise Edge Voice
Messaging, park the call, page the called person, and so on.
Responding to a callback that a called party returned
A call that the called person elects not to take can be handled by you according to
instructions that you or your company establish. This type of call is similar to a
Callback to the attendant. The called person can use the buttons below the display
area of the telephone to communicate to you, the attendant, how to handle the call
with one of the following messages:
instructions that you or your company establish. This type of call is similar to a
Callback to the attendant. The called person can use the buttons below the display
area of the telephone to communicate to you, the attendant, how to handle the call
with one of the following messages:
•
Hold. You ask the caller to hold for a moment.
•
Assist. You send the caller to the called party’s assistant.
•
IntAct. You inform the caller that the person they called is on the line and ask
if they wish to interrupt the call.
if they wish to interrupt the call.
The display button the employee presses sends a pre-set message to you. Either
Hold, Assistant or Interact is displayed below the Callback button.
Hold, Assistant or Interact is displayed below the Callback button.