Nortel Networks Attendant Console - Manual (Page 62)

62 Chapter 4 Handling calls
P0936572 02
Handling a callback call
There are two types of calls that return to Attendant Console:
• an unanswered transfer call
• a call that the employee returns to you for attendant handling
Responding to a callback that an extension did not answer
A callback can be a call that is sent to an extension, or a call that is not answered and returns to
you. The callback is shown by:
The Callback button displays the name and extension from which the call is returned and other call
related information. This lets you personalise how you handle the call.
To respond to a Callback call
1 Click the Callback button.
The Caller Information list box shows the information originally displayed so that you can
process the call accordingly, such as transfer to CallPilot, park the call, page the employee,
and so on.
Responding to a Callback that an employee returns
A call that the employee decides not take can be handled by you according to instructions that you
or your company establish. This type of call is similar to a Callback to the attendant. The employee
can press a telephone display button to give one of the following pre-set prompts:
• Hold. You ask the caller to hold for a moment.
• Assist. You send the call to the employee’s assistant.
• IntAct. You tell the caller that the person they called is on the line and ask if they wish to
interrupt the call.
Hold, Assistant or IntAct is displayed below the Callback button.
To respond to a Callback that a employee returns
1 Click the Callback button.
The Caller Information list box shows the information originally displayed.
2 Advise the caller according to the message that appears.