Copyright © 2007 Thomson/South-Western

 The telephone plays a key role in communicating at work
 Data, text, images, video, and voice can be transmitted using telephone channels
 Office workers should become familiar with changing features and equipment
Key Term
Telecommunications: the electronic transfer of data over a distance
Topic 12-1 Telephone Technology and Services Slide 2

 Older analog lines are being replaced with digital lines
 Digital signals transmit large amounts of data at fast speeds
Key Term
Modem: a conversion device for digital and analog data
Topic 12-1 Telephone Technology and Services Slide 3

 Data relay stations that orbit the earth
 Play an important role in worldwide communications
Satellite dishes receive microwave signals from orbiting satellites
Topic 12-1 Telephone Technology and Services Slide 4

 The integration of computer and telephone technologies
 Uses new equipment and procedures to improve communications

Two-way video, audio, and computer communications

Conference calling

Access to the Internet and World Wide Web

Management of voice and e-mail messages with a touch-tone phone or a personal computer
Topic 12-1 Telephone Technology and Services Slide 5

 Short for voice over Internet protocol , also called
Internet voice
 Allows users to make telephone calls using a high-speed Internet connection instead of standard telephone channels
 A traditional telephone with an adaptor or a computer with a modem is used to place calls
Topic 12-1 Telephone Technology and Services Slide 6

 Route calls into and going out of an organization
 All calls are handled by a single computer or operator switchboard
Key Term
Automated attendant: computerized system for handling telephone calls
Topic 12-1 Telephone Technology and Services Slide 7

 Use wireless, radio frequencies to transmit data across geographic areas called cells
 Also called cell phones and digital phones
 A camera phone has a built-in camera and can send pictures to other phones
 A smart phone combines the features of a PDA and a mobile phone
Topic 12-1 Telephone Technology and Services Slide 8

 Common features of telephone systems

Auto redial

Call block

Conferencing

Memory

Caller ID

Speakerphone

Call queuing

E-mail and Internet access

Call return

Call waiting

Text messaging

Application programs on smart phones
Topic 12-1 Telephone Technology and Services Slide 9

 Have three or more people speaking from different locations
 May be handled in different ways

User’s own equipment

Operator-dialed service

Dial-in service
 Videoconferencing transmits voice and video allowing participants to see one another
Topic 12-1 Telephone Technology and Services Slide 10

 Special telephone equipment and services are available for the visually or hearing impaired

Text telephones and telebraille telephones

Large-button phones

Headsets or speakerphones for hands-free operation

Speech amplifiers to make voices louder

Loud bells and flashing lights to signal incoming calls
Topic 12-1 Telephone Technology and Services Slide 11


Uses computers and telephones to record,

Leave a professional message

Use is widespread in business


Topic 12-1 Telephone Technology and Services Slide 12

 Transfers images using telephone channels
 Messages are sent/received by fax machines or computers
A fax cover sheet should be sent with each fax
Topic 12-1 Telephone Technology and Services Slide 13

 A variety of services are available in many price ranges
 Local telephone company provides local calling service
 Customers may choose from a variety of providers for long-distance service
 Mobile phones should be tested in the areas where they will be used to check for signal strength
Topic 12-1 Telephone Technology and Services Slide 14


A company’s workers may receive and place many calls each day
 Office workers can create a positive or negative impression by their phone use
Topic 12-2 Effective Telephone Communications Slide 15

 Your voice

Tone

Pace

Volume
 Your speaking skills

Pronunciation

Grammar

Vocabulary
Key Term
Modulation: controlling the volume of speech
Topic 12-2 Effective Telephone Communications Slide 16

 Your attitude

Attitude is transmitted through your tone and manner of speech

Strive to project a sincere, positive attitude
Your attitude is reflected in your voice when you speak to callers
Topic 12-2 Effective Telephone Communications Slide 17

 Answer promptly
 Identify yourself
 Assist the caller
 Conclude the call
When answering a call, identify your company and then yourself
Topic 12-2 Effective Telephone Communications Slide 18

 Screening calls
 Placing a caller on hold
 Transferring calls
 Handling disconnected calls
 Handling difficult callers
 Taking messages
Topic 12-2 Effective Telephone Communications Slide 19

 Outline points and gather information before making a call

Dates and times of meetings or events that relate to the call

Documents that relate to the topic

Questions you want to ask

Pen and paper for notes
Topic 12-2 Effective Telephone Communications Slide 20

 Be aware of time zone differences when placing long-distance calls
 International calls may require calling before or after your normal business hours
 Time zone information and time converters are available on Web sites
Topic 12-2 Effective Telephone Communications Slide 21

This Web site provides the official
U.S. time in various time zones
Source: http://www.time.gov
Topic 12-2 Effective Telephone Communications Slide 22

 Local directories

White pages

Yellow pages

Blue pages
 Personal and company directories
 Electronic directories
 Directory assistance
Topic 12-2 Effective Telephone Communications Slide 23

 Direct-dial calls
 Specialized long-distance calls

Person-to-person calls

Collect calls

Conference calls
 Telephone cards
 Toll-free service
Topic 12-2 Effective Telephone Communications Slide 24

 Use direct dialing for most calls
 Plan calls so time is spent efficiently
 Call when rates are lowest
 Notify the operator when you reach a wrong number
 Compare rate plans and promotions
Topic 12-2 Effective Telephone Communications Slide 25