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An Auto Intercom button for another split. Splits that need to transfer
calls to other splits may want an Auto Intercom button for the intercom
numbers of the “ghost” voice terminals of each of the splits they transfer
calls to. See “A Note on Ghost Voice Terminals.”
For this purpose, you
should give the intercom numbers of the “ghost” voice terminals to the
agents who may need to call or transfer a call to the split. The agent can
dial the intercom number for the “ghost” voice terminal assigned to the
split or program the intercom number on an Auto Intercom button. (See
the note below.) The Auto Intercom button should be labeled with the
name of the split such as “Service.”
NOTE: In order for agents to transfer calls with one touch (the agents
merely touches an Auto Intercom button in order to transfer a call), the
system administrator must have set the system for One-Touch Transfer. If
not, the agent needs to touch Transfer before touching the Auto Intercom
button of the person to whom the call is to be transferred.
Manual Signaling
Rather than use an Auto Intercom button to contact you, an agent may
choose to use a programmed Manual Signaling button instead. By touching
the Manual Signaling button, the agent can generate a beep at your console.
The agent can also use the Manual Signaling button to place an intercom call.
The button should be labeled “Signal” plus the name of the person the agent
wants to signal, such as “Signal Supervisor.”
COVER BUTTONS FOR
If you decide that a split needs to be able to receive transferred calls, up to six
TRANSFER-TO-SPLIT
agents in the split can have on their voice terminals a Cover button for a
“ghost” voice terminal that you have associated with the split. (See “A Note
on Ghost Voice Terminals” earlier in this section.) When an agent transfers a
call to another split, it rings at all those voice terminals that have a Cover
button for that “ghost” voice terminal.
NOTE: Agents’ voice terminals in a split that has All-Ring operation
already have a Cover button for a ghost voice terminal. If a voice
terminal already has a Cover button for All-Ring operation, there is no
need to program another for the Transfer-to-Split feature.
When you program a Cover button on an agent’s voice terminal for the
Transfer-to-Split feature.
● Program the Cover button for the intercom number of the split’s “ghost”
voice terminal. (See “Programming a Voice Terminal” in this section.)
● Set the Cover button for immediate ring. (See “Ringing Options” in this
section.)
● Label the button “Cover” plus the name of the split, such as “Cover
Sales.”
Selecting a Voice Terminal for Your Agents 6-7