Basic Call Handling; Answering Calls; Placing Calls On Hold; Transferring Calls - PhoneSuite Console User Manual

Basic Call Handling

Answering Calls

When a call arrives at the console, it rings in on one of the four Call Buttons. To answer the call, press the
Call Button that is flashing and begin speaking into the console's handset. Note that trunk calls (calls that
arrive on an outside phone line) ring at the console with a long single-ring pattern, while calls from an ex-
tension ring with a shorter double-ring pattern. In addition, the console's LCD Display provides informa-
tion about the type of call that is arriving. On the Model 112e, and only when a Property Management Sys-
tem (PMS) is connected and configured to perform a check in function with a guest name, the guest name
will appear in the LCD display when the call is answered.
Note: If an incoming trunk call is answered by the Auto Attendant or by an extension and is transferred to
the console, the caller will hear either ringing or hold music, depending on how PhoneSuite was configured
by the installer.

Placing Calls on Hold

To place a call on hold, press the Call Button the call is on; this button will change from being solidly lit to
flashing, to indicate it is on hold. With the call on hold, the console is free to perform other activity, with-
out the caller hearing; instead, the caller will hear silence or music-on-hold (if a music device is connected
to PhoneSuite). To retrieve the call from on hold, press the now flashing Call Button again.
If a call is left on hold for longer than the phone system's Hold Recall Timer (set by the installer), the call
will ring back to the console with a triple-ring pattern. In this case, the call can be answered by pressing the
flashing Call Button.

Transferring Calls

Once a call has been answered (or placed) by the console, it can be transferred to an extension, to a hunt
group, to a trunk, or to an extension's voice mailbox. This transfer can be performed at any time during the
call, whether the call is active or on hold. To transfer a call, see the appropriate following section:

Transferring to an Extension or Hunt Group

There are two methods available for transferring a caller to an extension or hunt group, based on whether
the call is on hold or is active (i.e., when the console operator is talking to the caller). The two methods are
equivalent, and the console operator can use whichever method he/she prefers. These two methods are de-
scribed next:

Transferring Active Calls:

Incoming & Internal Calls: This method is used to transfer an incoming call or a console-to-extension
call while it is active (i.e., while you are talking to the caller). To perform this transfer, simply dial the de-
sired extension number or hunt group number on the console's keypad. The caller will be placed on
standby (a type of hold) automatically while you listen to the extension's ringing or busy signal. To connect
® 5
PhoneSuite Console User's Manual rev. 081106