7-15-10 Basic STI Phone Operations Cheat Sheet It will be necessary to know when to use each type of operations to fit the situation you are in during the phone call. You will also need to use the proper etiquette when Press TRANSFER Dial 4-digit STI conducting the call. Number Call Transfer – to route a caller to another phone (person) in your organization. Call Forward – to route the calls you receive to another phone (person) while you away. Must be cancelled when you come back. Press FORWARD TO Dial 4-digit STI are Number Cancel – Press FORWARD TO Place a Call on Hold – used when you want the caller to remain on the line and wait, but do not want them to hear you conversing with someone else in your office or to hear background noise while they are waiting. If you have to search for a file or information to complete the call, you may want to put your caller on hold. Another reason may be that your supervisor needs a minute or so before he can take the call. You put the caller on hold while you tend to your other duties. **49 sets DND **50 cancels Press RED BUTTON Replace Handset Lift Handset to get them back Call Pickup – to answer a call coming in to another phone in your office without leaving your desk. The call is routed to your own phone when you punch in a code. This will only work if the phones in the office are set up in a call pickup group (Tim Goehring from IT would need to setup your office as a call pickup group). **30 picks up 1st call DND – Do Not Disturb – placing phone in DND means it will not ring, and calls will route automatically to voicemail after a brief ring. You might use this when you are having an important conversation or meeting and cannot be disturbed to answer the phone. You must cancel this setting when you can resume normal phone answering. Conference Calling – technique used to assemble more than one person in a phone conversation. One caller must go through the steps to connect the other callers. Etiquette rules are important when you decide to conduct a conference call. Speed Dialing (Store and Use) – used when you need to call frequently-called numbers quickly. A phone number is stored in a speed dial button. Setting up the speed-dial buttons is necessary. Using the buttons is easy. Must keep track of which button is programmed for each phone number (card behind the plastic on phone face). that came into group **31 + 4 digit STI number is directed pickup from that specific phone Press TRANSFER/ CONFERENCE twice Dial next 4 digit STI number, etc. Press MENU Select Personal Keys Option from display Pick a Personal Key to Use/Press Enter 4-digit number Press Personal Key to finalize Voice Mailbox – storage location for your messages. They can be played back when your time permits. A greeting plays when a caller needs to leave the message. Used when a call comes in and you’re not available, a call comes in at the same time you’re on the line or when you set DND. Security is set up so a code must be used to access the messages. These are frequent voice mailbox operations: Setup a Voice Mailbox with a greeting and security code Establish or Change a Greeting Setup or Change a Security Code 1111 is first passcode until Check Messages (play back) user creates their own Set Up VMail Delete Messages 7777 can be dialed Press VMail Button o Get into your vmailbox with code Select Passcode o Listen for the prompts to . . . o Provide Name Message & Greeting o Play or Delete Messages directly to obtain VMail for that particular phone (still need passcode) 7-15-10 Telephone Techniques List 1. Keep a Smile in Your Voice 2. Be Attentive and Discreet 3. Use Correct English and Avoid Slang 4. Take Messages Completely and Accurately 5. Use the Caller’s Name 6. Ask Questions Tactfully 7. Speak Distinctly and Clearly 8. Handle Problem Callers (Listen and Get Problem Solved) 9. Use Words to Identify Letters in Spelling Names and Places 10. Do Not Discriminate 11. Avoid Gender Bias 12. Answer Promptly when Receiving Calls 13. Identify Yourself and Your Organization when Receiving Calls 14. Transfer Calls Carefully – Announce the Call to the One Transferring To 15. Place Calls on Hold After Receiving Permission 16. Handle Multiple Calls Quickly and Efficiently 17. Leave a Message When you Leave Your Desk 18. Plan Your Call Respond Fast and Friendly “Hello, this is Jackie Pommer, Office Systems Department at Southeast Technical Institute, How May I Help You?” Identify Company, Department and Self Never Fail to Offer Help Get the Message Voicemail Message: This is Jackie Pommer, Office Systems Department at Southeast Technical Institute. I am either away from my desk or on another line. Please leave me a message including your name, organization and phone number and I will return your call when I am back in the office. Have a great day! 7-15-10 Checking Your Voicemail if Off Campus: 1. Dial your office phone number with 367 prefix. 2. When you hear your voicemail message, press ** 3. When prompted, provide your mailbox number (STI phone number) 4. When prompted, provide your security code 5. Check messages (play or delete) as prompted When leaving for summer or extended breaks, indicate that in your greeting and whether or not you will be checking messages. Could also spell out your email address for them to contact you that way.