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Services Reserved for Attendants

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Operations for General Calls in Day Mode

As an attendant, your role is to process your facility’s general calls 

during your shift.
When we refer to “Day mode”, we are referring to the mode that is 

automatically activated when you assume your duties (or when the 

first attendant does so), and remains applicable as long as your 

status (or at least one attendant’s status) remains in active general 

calls acceptance mode (see details to follow).
Your facility’s general calls are, firstly, all of the external calls 

received on your facility’s general number – not those that are 

initially routed to a specific user.
Secondly, they are the calls that are directly addressed to joint DID 

(Direct Inward Dialling) users that are automatically re-directed to 

you, as a result of a no-answer or busy condition for the said users, 

and usually within a timeframe of 30 seconds.
These general calls are presented simultaneously to all active attend-

ants, with a specific message that enables you to distinguish them:
•

I. DIRECT or I. UNUSED NUMBER for a call received on your 

facility’s general number, or on a non-assigned DID numbers,

•

I. NO ANSWER FROM <Name> for a call re-directed when an 

identified internal user does not answer,

•

I. BUSY ON <Name> for a call re-directed when an identified 

internal user’s line is busy.

The letter “I”, which stands for “Instance” indicates that this consists 

of a call that has not yet been processed on any of your facility’s 

extensions.

You may then process each call just as you would one of your 

personal calls; typically, you will transfer the call to another user 

within your telephone facility.
The call transfer may be made after you have conversed with the 

requested party, but it may also be transferred directly on his/her 

extension’s ringing or busy conditions. See also the “

” section.

If the calling party is an external caller, you retain supervision of the 

transferred call until the requested internal user has answered.

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The LED associated with the line key on which this call is processed 

continues to flash.

L1 Aastra-00164477500

AT

2

I. NO ANSWER FROM SMITH Peter-405
REDIAL

CALLERS

PICKUP

NAME

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