Avaya INDeX 11.0 - Manual (Page 24)

Page 24 - Good Phone Usage General Phone Usage
Good Phone Usage
General Phone Usage
The phone provides a quick method of communication. However, think carefully
about how you use the phone. Your manner is a key part of the company's and your
image. Since the phone does not convey smiles, shrugs, nods, etc, how you speak
is all important.
• Speak clearly and maintain a friendly manner.
• Be precise and avoid rambling.
• 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.
• If you have to talk to someone else in the office during a call, inform the caller
and then use HOLD (see page 17).
• 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.
Answering Calls
• 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.
Making Calls
• 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, callback as soon as possible.
• If the extension diverts to Voice Mail, leave a message. Do not hold for the
operator unless urgent.
Page 24 - Good Phone Usage INDeX 11.0 20AT Telephone User's Guide
General Phone Usage 38DHB0002UKHB Issue 1 (10/05/2004)