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AltiServ User Guide 23
Telephone Features
Operator Features
This section is provided specifically for the designated Operator.
Depending on your organization, this may be a single person or a number
of people.
Call Handling and the Auto Attendant
If your system uses the Auto Attendant, it can handle and route incoming
calls automatically with prompts and menus; most incoming calls do not
reach the Operator.
The call will ring at the Operator’s desk if the caller dials 0 while listening
to options given by the Auto Attendant. The sections at the beginning of
this chapter offer instructions on basic answering, putting callson hold, and
transferring calls.
Checking the General Mailbox
The System Administrator may set up a General Mailbox where callers can
leave messages ifthey do not knowwho to speak withor when the Operator
is unavailable. This mailbox works like any other voice mailbox and has an
extension number and password. Be sure to check this mailbox frequently
and forward messages to the appropriate person as soon as possible.
Calls on Hold
To place a call on hold, do one of the following:
•PresstheFLASH button to play music on hold, or
•PresstheHOLD button to place the caller on hold without music.
If a call is placed on hold at the Operator’s desk, subsequent calls to the
Operator can berouted to the next extension in a queue, sent to a voice mail
(the General Mailbox), or placed into a new queue. Be sure to fully
understand your organization’s customized call processing procedures.