Assisting Callers With Special Tools; Using Call Waiting - Avaya definity Operation Manual

Assisting callers with special tools

Assisting callers with special tools

This section describes features that allow you to provide special assistance to
callers. It includes:

''Using Call Waiting''

''Split Swap'' on page 50
''Interrupting a call'' on page 51
''Overriding diversion features'' on page 52
''Notification of emergency calls'' on page 53
''Providing emergency access to the operator'' on page 54
''Placing a series of calls'' on page 55
Using Call Waiting
When you transfer a call to a busy line, the call returns to the console until the
busy line becomes available. When the busy line becomes available, the call
automatically rings through. If the line does not become available, the call rings
back to you for further attention.
Example
A customer, John Steele, places a call to customer service representative Leah
Hoffguard. Leah is serving another client, but hears a beep in her ear indicating
that she just received an incoming call. Pat notifies the caller that Leah's line is
busy. Leah brings her current call to closure and John's call automatically rings
through to her extension.
Feature name
Attendant Call Waiting
Issue 5 July 2001 49