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Call Handling Basics ♦ 25
To connect two calls on hold
Be sure the Source and Destination areas are both clear.
1. Press Retrieve and dial the hold position number of one of the
two calls that you wish to connect
or
Double-click the call in the Calls on Hold display.
Information about the call appears in the Source area.
2. Repeat Step 1 to retrieve the other of the two calls you wish to
connect. Information about the call appears in the Destination
area.
3. Press [Conference] to connect the calls and [Hold] to hold the
call
or
4. Press Release to connect the calls and release the console from
the call.
Note: If you wish to hold the connected call, and want the
connected call to include one note from one of the two original
calls, press [Swap Notes] after you press [Conference] and
[Hold]. The selected note is bold. The note to be discarded is
greyed out. [Swap Notes] appears only if both calls contained
notes, and only after you have connected and held the call. The
selected note is bold. The note to be discarded is greyed out.
Questions about Hold and Retrieve
What’s the fastest way to annotate a call with the name and number of
the person a caller is trying to reach?
If you cannot connect a caller in the Source area to an extension in the
Destination area either because the line is busy or the called party is not
answering, press Cancel and Hold. The console automatically annotates the
call with the name and number of the extension to which you last attempted
to connect the call. See Annotating Calls on Hold on page 23 for more ways
to annotate calls.
Can I place a conference on hold?
Yes. If you can’t find a person needed for the conference, you can place the
conference on hold until you locate the person. For details, see page 26.
If I make an error when adding a note to a call in the Source or
Destination area, can I “undo” the note?
Yes, you can. If you have not yet pressed ENTER when adding a note to the
Notes field, press ESC to cancel the message you have typed and begin a
new message.
If you notice an error in the Notes field after you have pressed ENTER, you
can edit the note by clicking on it. Correct the error and press ENTER to re-
save the edited note.
Is there a limit to how long a note can be?
The notes fields in the Source and Destination areas accept up to 50
characters.