Avaya INDeX 2030 - Manual (Page 47)

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