Telstra Call Centre 450 550 560 650 670 Phone Feature Guide
Contents
1. Change your CommPilot Express profilet Record your name Change your Call Forwarding options Make a call Change your passcode Exit the Voice Portal Repeat this menu TTo O O p e p Only available if assigned 28 Changing your mailbox greeting Busy greeting e Press Messages Button e Enter your passcode and press e Press 1 to access your voice mailbox e Press 2 to change your mailbox Busy greeting Page 7 of 8 Telstra IP Telephony 450 550 560 650 670 IP Phone Features Guide 1 Record new Busy Greeting 2 Listen to current Busy Greeting 3 Revert to system default Busy Greeting Return to Voice Messaging main menu Repeat menu No Answer greeting e Press Messages Button e Enter your passcode and press e Press 1 to access your voice mailbox e Press 3 to change your mailbox No Answer greeting 1 Record new No Answer Greeting 2 Listen to current No Answer Greeting 3 Revert to system default No Answer Greeting Return to Voice Messaging main menu Repeat menu 29 Voice Messaging main menu 1 Listen to your messages 2 Change your mailbox Busy greeting 3 Change your mailbox No Answer greeting 5 Compose and send a new message Telstra 450 550 560 650670 IP Phone Feature Guide v2 January 20 7 Delete all messages Go to the CommPilot Voice Portal Repeat this menu 30 Listen to Your Messages New messages flagged as2. 3 parties caller agent and supervisor can then be joined into a 3 way conference call Page 3 of 8 Telstra IP Telephony 450 550 560 650 670 IP Phone Features Guide e Whilst in a call press the More soft key then the Escalate soft key e The first available supervisor if multiple supervisors are assigned to the call centre is automatically called e When the Supervisor answers press the More soft key then the Join soft key Note If the agent initiator hangs up the handset all parties will be disconnected 16 Trace Call Centre feature e Whilst in a call pressing the Trace soft key sends a Call trace request to the Application Server Entering a call trace request does not impact the ongoing phone call e After a call is terminated selecting the More soft key then the Trace soft key sends a call trace request An announcement acknowledges the success or otherwise of the trace request being accepted Note You must be assigned the Customer Originated Trace service to use this capability 17 Wrap Up Call Centre feature When configured by the Customer Group Administrator after call termination the agent will automatically be placed into Wrap up for the duration of the wrap up time The text Wrap up will appear on the screen of the phone This will disappear after the wrap up timer has expired The handset does not require a Wrap up soft key or configured speed dial 18 Supervisor
3. Functionality Call Centre feature A Supervisor has the following additional call centre features available Silent Monitoring Night Service Manual Override Activation Deativation Forced Forwarding Activation Deactivation These features do not have soft keys assigned to them A supervisor uses Feature Access codes to ativate them See list of Call Centre related Feature Acess Codes at the end of this document 19 Call Forwarding There are 3 Call Forward options which can be set from your handset using either soft keys or Feature Access Codes Call Forward Always Call Forward No Answer and Call Forward Busy Call forwarding your extension will not affect Call centre calls being routed to your handset only callers that have dialled your extension number directly will be routed to the preconfigured number entered Configuring call forwarding via the Telstra 450 550 560 650670 IP Phone Feature Guide v2 January 2013 Forward soft key on your phone Call Forward Always To forward all your calls to another number Call Forward Always activation e Press the Forward soft key e Press 1 or select Always e Enter the required number to forward your calls to e Press the Enable soft key A moving arrow 4 is displayed on the phone screen next to your phone number Call Forward Always deactivation e Press the Forward soft key e Select Always e Select Disable Call Forward No Answer activation To forward your c
4. Headset requires a setting change On the scroll button on the headset stand e Press gt to go to Electronic Hook switch 2nd option e Scroll down and select DHSG 8rd option 25 First time login setup e Press the Messages button or dial the Voice Portal number ask your Group Administrator what this is e Enter a passcode when prompted e You will be prompted to enter a new passcode and then re enter the new passcode It is essential your passcode be changed for security reasons It is important to keep your new passcode private e Record your name when prompted e Press the hash key e Follow the prompts to save the recording or re record your name 26 Login to the Voice Portal From your own phone e Press the Messages button or dial the Voice Portal extension e Enter your passcode followed by the hash key From another phone in your group e Press the Messages button or dial the Voice Portal extension e Press the star key during the greeting e Enter your mailbox ID your extension e Enter your passcode followed by the hash key From a phone outside of your group Telstra 450 550 560 650670 IP Phone Feature Guide v2 January 2013 Features Guide e Dial the Voice Portal phone number e Enter your mailbox ID your extension followed by the hash key e Enter your passcode followed by the hash key 2 Voice Portal main menu 1 Access your Voice Mailbox 2
5. are an agent in a Call Centre as using this feature will not allow calls to be routed to your extension It will also not put the agent into the Unavailable mode unless configured in CommPilot Do Not Disturb deactivation e Press the Do Not Disturb button The Do Not Disturb Service has been turned off and the X will disappear The Telstra 450 phone does not have a Do Not Disturb button 12 Conference Calls While engaged in one call e Press the Conference button or the Confrnc soft key The Telstra 450 phone does not have a Conference button e Enter the required number or extension number of the new party When the call connects e Press the Conference button or the Confrnc soft key The Telstra 450 phone does not have a Conference button All parties are connected in a three way call Note If either of the other two parties providing they are internal parties hangs up your call with the remaining party stays intact If you hang up the other two internal parties remain connected If one of the callers was an external inbound caller and you hang up the call will be disconnected There can be a maximum of 3 parties ona conference call unless you have the Executive service pack which has the N Way feature which enables a total of 8 parties on a Conference call 13 Disposition Codes Call Centre feature Disposition codes Line of business codes are additional codes that can be applied to call centre ca
6. is automatically transferred Transfer call Supervised Supervised Transfer enables you to transfer a call to another party with consultation Telstra 450 550 560 650670 IP Phone Feature Guide v2 January 2013 e During a call press the Trnsfer soft key or the Transfer button The Telstra 450 phone does not have a Transfer button e Enter the transfer destination number e Press the Send soft key if dialling internally to reduce the time delay When the party answers announce the call e Press the Trnsfer soft key or the Transfer button again to complete the transfer The Telstra 450 phone does not have a Transfer button lf the party refuses the call e Press the Cancel soft key to be returned to the original caller 11 Do Not Disturb DND Do Not Disturb activation e Press the Do Not Disturb button If the Do Not Disturb Service has been turned on your phone will not ring Activating DND on the IP phones will stop all calls to the handset even if the agent state is Available Do Not Disturb displays on your phone with an X next to your phone number as well as a scrolling message on the screen The Telstra 450 phone does not have a Do Not Disturb button Page 2 of 8 Telstra IP Telephony 450 550 560 650 670 IP Phone Features Guide Note 1 The Do Not Disturb feature is only available if a user has a Standard or Executive service pack assigned to them Note 2 Do not use the Do Not Disturb feature if you
7. Telstra IP Telephony 450 550 560 650 670 IP Phone The Telstra IP 450 550 560 650 670 phones allow users with the Premium Call Centre licence assigned to them to utilise the additional specific agent supervisor call centre features on these phones via new soft keys Features such as such as signing in and out changing agent state entering disposition codes and wrap up codes if they have been configured escalating a call to a Supervisor amongst others 1 Signing in as an Agent Call Centre feature With an idle phone and from the Home screen e Press the ASignin soft key the top line header of the phone displays Agent State Available 2 Signing out as an Agent Call Centre feature While Signed in and not on a call e Press the More soft key e Press the ASignOut soft key 3 Changing Agent state from Available to Unavailable Call Centre feature When and Agent is signed in and not ona Call e Press the Unavail soft key Calls are not routed to the agent on their call centre line while in the unavailable state Calls will still arrive on an agent s non call centre line if they are on a call centre call When and Agent is signed in and not ona Call e Press the Avail soft key Call are routed to the agent on their call centre line while in the available state 4 Adjusting the Ringer Handset Headset Volume e Press the or volume key to adjust the volume to the desired level on hook adjusts ring v
8. Telstra IP Telephony 450 550 560 650 670 IP Phone Features Guide 3 Placed Calls 4 Clear e Press the relevant menu option to view your Missed Received or Placed calls To delete a single number from the relevant list e Select either Missed Received or Placed calls e Using your scroll arrow highlight the number to be deleted e Press the More soft key e Press the Clear soft key To delete an entire list e Press the Menu button e Select Features 1 e Select Call Lists 3 e Select Clear 4 e Select the list to clear 1 Missed 2 Received 3 Placed e Press the Back soft key to return to the previous screen 24 Settings Ring type To change your ring type e Press the Menu button e Select the Settings or press 3 e Select the Basic or press 1 e Scroll down and select the Ring Type soft key or press 4 e Scroll and select a ring type option e Press the Play soft key to listen to the tune e Press the Select soft key to make that ring type your default ring e Press the Back soft key to return to the previous screen Contrast To change the Contrast of the phone screen e Press the Menu button e Select the Settings or press 3 e Select the Basic or press 1 e Select the Contrast or press 2 e Press the Up or Down soft key to adjust the screen contrast e Press OK Backlight display To change the Backlight display of the phone screen e Press the Menu button e Select the Setting
9. alls to another number if not answered after a specified number of rings e Press the Forward soft key e Press 2 or select No Answer e Enter the required number to forward your calls to e Scroll down to the Forward After Rings field and enter the required number of rings 3 rings is the default Page 4 of 8 Telstra IP Telephony 450 550 560 650 670 IP Phone Features Guide e Press the Enable soft key Call Forward No Answer deactivation e Press the Forward soft key e Select Call Forward No Answer e Select Disable Call Forward Busy activation To forward your calls to another number if you are engaged on a call e Press the Forward soft key e Press 3 or select Busy e Enter the required number to forward your calls to e Press the Enable soft key Call Forward Busy deactivation e Press the Forward soft key e Select Busy e Select Disable 20 Call Waiting lf the Call Waiting feature has been turned on while engaged in a call e Call Waiting tone indicates another call to your line e Press the Answer soft key to switch to the incoming call The initial call is automatically placed on hold e Using your scroll arrow you can toggle between calls and scroll onto the call that is on hold e Press the Resume soft key to resume your conversation You cannot receive additional calls while both lines are engaged Note Call Waiting needs to be turned on either from the Services button on the Telstra Telep
10. en there is an incoming call the light next to the button is fast flashing green e When a line is in use the light next to the line button is solid green light e When a call is on Hold the light next to the line button will flash red 8 Placing a Call on Hold e Press the Hold soft key or the Hold button e To return to the call e Press the Resume soft key or the Hold button To make another call while the original caller is on hold e Press the New Call soft key e Enter the required number lf multiple calls are on hold e Use the scroll key to select the desired call e Press Resume To join all three parties onto an impromptu conference Call e With 2 calls in progress 1 call on hold and 1 call active e Press More soft key e Press Join 9 Muting a call Muting a call prevents the caller from hearing you mutes the microphone however you can still hear the caller e During a call press the Mute button the Mute button is illuminated in red On the Telstra 450 phone the Mute icon appears on the phone screen e To turn Mute off press the Mute button 10 Transferring a Call Transfer call Blind Blind Transfer enables you to transfer a call to another party with announcing the call prior to transfer e During a call press the Trnsfer soft key or the Transfer button The Telstra 450 phone does not have a Transfer button e Press the Blind soft key e Enter the transfer destination number Your call
11. hony Toolbar or via CommPilot user in the Incoming Calls menu 21 Configuring Speed Dail buttons To configure a speed dial e Press the required Line button for a few seconds e Enter a First name scroll down and enter a Last name if required e Scroll down to the Contact field and enter the phone number e Press Save to confirm changes 22 Adding names to the Contact Directory To add names to your Contact Directory a maximum of 200 names can be entered e Press the Directories button Telstra 450 550 560 650670 IP Phone Feature Guide v2 January 2013 e Select Contact Directory e Select the Add soft key e Enter a First name scroll down and enter a Last name if required e Scroll down to the Contact field and enter the phone number e Press Save to confirm changes e Press the Back soft key to go back a screen Note If you enter incorrect information the X button under the scroll arrows act as a backspace key 23 Call History Call History can be accessed in a variety of ways using the arrow keys using the Menu button and using the Directories button To quickly view the Call History Press gt for Placed Calls Press lt for Received Calls Press W for Missed Calls Press Afor Speed Dial Info To view the Call History via the Menu button e Press the Menu button e Select Features 1 e Select Call Lists 3 the following list appears 1 Missed Calls 2 Received Calls Page 5of 8
12. lls to tag those calls with additional information Disposition codes can be entered during a call or after a call Disposition codes need to be configured and activated by your Administrator in order to use this feature Disposition Codes during a call e Whilst in a call select the More soft key then the Disp Code soft key e Manually enter the code using the phone keypad e Press the Enter soft key on the phone Entering a disposition code does not impact the ongoing phone call Disposition Codes after a call Telstra 450 550 560 650670 IP Phone Feature Guide v2 January 2013 e After a call is complete select the More soft key then the Disp Code soft key e Manually enter the code using the phone keypad e Press the Enter soft key on the phone If the disposition code is not accepted the agent will hear an announcement advising them 14 Emergency Call Centre feature Using the Emergency escalation feature it allows a 3 way call to be set up witha Supervisor Whilst in a call e Press the More soft key twice then the Emergcy soft key e Enter the phone number of a Supervisor into the Emergency Escalation field e Press the Enter soft key to establish the 3 way call Note If the agent initiator hangs up the handset all parties will be disconnected 15 Escalate Call Centre feature The Escalate function enables an agent to consult with a supervisor whilst placing the original caller on hold All
13. olume off hook adjusts handset headset speaker 5 Incoming calls information displayed Call Centre feature An incoming call causes the phone to ring Queue information for an incoming call e Press the Exit soft key to remove the information display from the phone screen e Press the Answer soft key to answer the incoming call OR e Lift the handset OR Telstra 450 550 560 650670 IP Phone Feature Guide v2 January 2013 Features Guide e Press the Speaker or Headset button to answer the incoming call 6 Calling Placing a Call On hook dialling e Enter the required number and press the Dial soft key or lift the handset OR e Lift the handset and enter the required number Making an outgoing Call Centre call e Press 80 e Dial the required number The CLI the caller will see if the Call Centre number and not your personal extension number e Press the Dial soft key Answering a Call e Lift the handset OR e Press the Answer soft key OR e Press the green light on the ringing line e Pressing the Reject soft key will send the call directly to voicemail If you do not have voicemail your caller will hear an engaged tone Ending a Call Page 1 of 8 Telstra IP Telephony 450 550 560 650 670 IP Phone Features Guide e Hang up the handset OR e Press the EndCall soft key 7 Lights on the phone e When an active call is in progress the light next to the line button is solid green light e Wh
14. s or press 3 e Select the Basic or press 1 Telstra 450 550 560 650670 IP Phone Feature Guide v2 January 2013 e Select the Backlight Intensity or press 3 e Select Backlight On Intensity and choose either High Medium or Low e Press OK e Select Backlight Idle Intensity and choose either High Medium or Low e Press OK e Select Maximum Intensity e Press the Up or Down soft key to adjust the intensity e Press OK e Press the Back soft key to return to the previous screen This option if set will override the settings in the Backlight On and Backlight Idle settings Having it set high will use unnecessary amounts of power and will force the setting to maximum brightness Headsets To specify the Headset memory e Press the Menu button e Select the Settings or press 3 e Select the Basic or press 1 e Select the Preferences or press 1 e Select the Headset or press 3 e Select Headset Memory Page 6 of 8 Telstra IP Telephony 450 550 560 650 670 IP Phone e Select Enable a V will appear in the Enable check box to ensure this Is selected To enable the Jabra DHSG headset e Press the Menu button e Select the Settings or press 3 e Select the Basic or press 1 e Select the Preferences or press 1 e Select the Headset or press 3 e Select Headset Memory e Select Disable e Select the Back soft key e Select Analog Headset Mode or press 2 e Select Jabra DHSG e Select the Back soft key The Jabra
15. urgent are played first The message envelope for each message is played first time and date sender if Known followed by the message itself Use your keypad as follows to browse your messages you can interrupt the message or envelope to perform any function 1 2 3 gt 4 5 44 i 7 8 9 ERASE CALL MORE BACK OPTIONS i E BACK TO MAILBOX Save this message Erase this message Repeat this message Return to previous message 3 Pl oS Se a Play the message envelope Go to the next message Call back the caller Hear additional options Go back to the previous menu Page 8 of 8
Download Pdf Manuals
Related Search