Avaya 2060 Telephone User Manual


 
General Phone Usage Good Phone Usage – Page 47
Good Phone Usage
General Phone Usage
The phone provides a quick method of communication. However, think carefully
about how you use it. Your phone manner is a key part of the company's and your
image.
Speak clearly and maintain a friendly manner.
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 or use the
INDeX function
(see page 10).
If you have to talk to someone else in the office during a call, inform the caller
and then use MUTE or HOLD.
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, call back as soon as possible.
If an extension diverts to Voice Mail, leave a message. Do not hold for another
person unless urgent.
INDeX 10.0 2030/50/60 User's Guide Good Phone Usage – Page 47
38DHB0002UKFN Issue 2 (07/2002) General Phone Usage