Good Phone Usage - Avaya 2030 Manual

Good Phone Usage

General Phone Usage
Answering Calls
Making Calls
38DHB0002UKCL - Issue 5 (12/00)
The phone provides a quick method of communication. However,
think carefully about how you use it. Your phone manner is a key
part of the company's and your image.
• Speak clearly and maintain a friendly manner.
• Position the phone within easy reach for use.
• Keep a pen and paper near the phone and use them.
• Keep a list of company and external numbers handy or use the
INDeX function (see page 8).
• If you have to talk to someone else in the office during a call,
inform the caller and then use MUTE or HOLD.
• Avoid giving your operator unnecessary work:
• Transfer callers yourself rather than via the operator.
• Keep your System Manager informed of changes in your
department, so that they can keep your pickup groups, phone
directories, etc. up to date.
• Answer the phone promptly and identify yourself.
• Sound helpful and friendly.
• Get the caller's name and use it.
• Do not be bad mannered to wrong numbers, always accept the
apology. Transfer the call to the correct extension if you can.
• Listen to the caller and let them know you are listening.
• If taking a message, include your name, the callers name, date,
time and subject.
• If cut-off, wait for the original caller to call back.
• Know what you want to say, avoid rambling. If necessary, prepare
key point notes before the call.
• If you get a wrong number, always apologize, it is not the other
person's fault.
• If cut-off, call back as soon as possible.
• If an extension diverts to Voice Mail, leave a message. Do not
hold for another person unless urgent.
Good Phone Usage – Page 39
INDeX 9.1 2030/50/60