Editor: Sri Siva Date: 12/20/2006 Change:

1. Template Info Editor: Sri Siva Date: 12/20/2006 Change:

2. Module Objectives Intro to the Phone System • Module Objectives • By the end of this module, you should be able to: • Demonstrate efficient and effective use of the Service Center telephone system. • Identify how the call queue and SYMON board can help manage and monitor service levels. • Describe how to check call queue information using the telephone. 1

3. Tool Overview Diagram Intro to the Phone System Tool Overview Diagram The Service Center Tool Diagram is an interactive chart that will show the workflow of systems tools and where you currently are in the Hewitt learning course map. 2 3 4 7 5 6 8 13 9 10 Roll your mouse over the parts of this diagram to learn more. 11 12

4. Lesson Overviews Intro to the Phone System Lesson Overviews Roll your mouse over each of the lesson titles to view a description of what you will learn. In this lesson you will learn what the Service Center telephone system is, differentiate between the two phone lines. identify the functions you can perform, and describe the benefits of the phone system. Telephone Overview a How To Use The Phone System In this lesson you will learn how to log on or off the phone, forward the DID line to voicemail, use hold, transfer a call, and conference third party. b Tracking and Managing Calls In this lesson you will learn how to identify the call queue and use the SYMON board to help manage and monitor service levels. c

5. Lesson Objectives Lesson 1 Intro to the Phone System Lesson Objectives • In this lesson, you will learn about the two different telephone lines and also the functions of the various buttons on the telephone panel. By the end of this lesson, you should be able to: • Describe the Service Center telephone system. • Differentiate between the two phone lines and how you receive client calls. • Identify the functions of the buttons on the telephone system. • Use the two different telephone statuses. • Explain when to use the phone system. • Identify the functions you can perform using the phone system. • Describe the benefits of using the phone system. 1

6. Lesson 1 Page 1 Intro to the Phone System The Telephone System at Hewitt • The phone system can be used to perform the following functions: • Answer customer questions. • Obtain the data necessary to create transactions. • Follow-up on an issue. • Tracking call activity. • Monitoring phone queues. • Distributing Service Center calls. • The benefits of using the phone system are: • Calls are distributed evenly. • The tracking ability allows Hewitt to set Service Levels for clients.

7. Lesson 1 Page 2a Intro to the Phone System The Telephone System at Hewitt There are two separate phone lines associated with each phone in the Service Center. Click each tab to learn more. Personal Line Client Line a b a • This is a Direct Inward Dial (DID) line with a five-digit extension. In some locations, the number of digits may vary. • Family members and other non-client contacts should use this line. • This line should not be used when you are scheduled to be on the phone. Personal calls should only be made during lunch or on a break. • You should place the DID line into voice mail while you are scheduled for phone time on the Client line. If you do not, call statistics from the Service Center will be distorted.

8. Lesson 1 Page 2b Intro to the Phone System The Telephone System at Hewitt There are two separate phone lines associated with each phone in the Service Center. Click each tab to learn more. Personal Line Client Line a b b • Employee and client call lines have a six-digit extension. In some locations, the number of digits may vary. • Use this line for both inbound and outbound calls with customers. • Transfer calls only to another Customer Service Associate’s Client line, not his or her personal line.

9. Lesson 1 Page 3a Intro to the Phone System The Telephone System at Hewitt The phone system records both inbound and outbound calls made on the DID and Client lines. The Woodlands system records only Client line calls. Check with your client team trainer to find out if both lines on your phone will be recorded. Click each tab to learn more. a b Inbound Calls Outbound Calls a For inbound calls, the Interactive Voice Response (IVR) system automatically notifies the caller that their call is being recorded for quality and training purposes. Animation of a phone ringing and a person sitting in front of the computer answers the phone and when the person answers the phone, show the computer screen changing. For example, show a pop up within the computer screen window. a

10. Lesson 1 Page 3b Intro to the Phone System The Telephone System at Hewitt The phone system records both inbound and outbound calls made on the DID and Client lines. The Woodlands system records only Client line calls. Check with your client team trainer to find out if both lines on your phone will be recorded. Click each tab to learn more. a b Inbound Calls Outbound Calls b When making outbound calls, you must tell the customer that the call is being recorded. Animation of a person picking up the phone and making a call. Show the person pressing something on the keypad of the telephone. The person is sitting in front of a computer. b

11. Lesson 1 Page 4 Intro to the Phone System Applying your Knowledge - 1 of 1 Which of the following statements correctly describes the client phone line? Check all that apply. Select all that apply and click Check My Answer. It has six digits. It is used only for customer calls. It is used when transferring a customer call to another CSA. It is also known as a Direct Inward Dial (DID) line .

12. Lesson 1 Page 5a Intro to the Phone System Telephone Panel Functions • The buttons used to handle client and non-client communication are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. a MAILBOX The MAILBOX button is used to access the phone mail system. See your phone mail manual for more information on using phone mail. AUTO/MAN AVAIL a MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE d FWD PHML ACDPQ b XXXXX CANCEL PHML c XXXXXX ACDSQ e

13. Lesson 1 Page 5b Intro to the Phone System Telephone Panel Functions • The buttons used to handle client and non-client communication are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. b XXXXX This is Your 5-digit DID line, that is, your personal line. It should be used for family members and other non- customer contacts. This is the number you give to your family to contact you during business hours. Personal Outbound calls must be made on this line to avoid distorted statistics. In some locations, the number of digits may vary. AUTO/MAN AVAIL a MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE d FWD PHML ACDPQ b XXXXX CANCEL PHML c XXXXXX ACDSQ e

14. Lesson 1 Page 5c Intro to the Phone System Telephone Panel Functions • The buttons used to handle client and non-client communication are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. c XXXXXX This is your 6-digit ACD (customer) line. It is used for incoming customer calls and outgoing calls to customers or your client. In some locations, the number of digits may vary. AUTO/MAN AVAIL a MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE d FWD PHML ACDPQ b XXXXX CANCEL PHML c XXXXXX ACDSQ e

15. Lesson 1 Page 5d Intro to the Phone System Telephone Panel Functions • The buttons used to handle client and non-client communication are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. d FWD PHML The FWD PHML button is used to automatically forward your DID (personal) line into voice mail when you are taking customer calls. AUTO/MAN AVAIL a MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE d FWD PHML ACDPQ b XXXXX CANCEL PHML c XXXXXX ACDSQ e

16. Lesson 1 Page 5e Intro to the Phone System Telephone Panel Functions • The buttons used to handle client and non-client communication are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. e CANCEL PHML The CANCEL PHML button is used to stop forwarding your DID line into voice mail. AUTO/MAN AVAIL a MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE d FWD PHML ACDPQ b XXXXX CANCEL PHML c XXXXXX ACDSQ e

17. Lesson 1 Page 6 Intro to the Phone System Applying Your Knowledge - 1 of 1 Given below is the list of buttons found on the telephone panel. Also given is a list of the functions performed using these buttons. Identify the buttons with the functions they perform. Match the button with its correct function. Functions performed Buttons To stop forwarding your DID (personal) line into voice mail. a XXXXX c To take a client call. FWD PHML d b To take a personal call. CANCEL PHML a c XXXXXX b To automatically forward your DID (personal) line into voice mail when you are taking customer calls. d

18. Lesson 1 Page 7a Intro to the Phone System Telephone Panel Functions • The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. a MENU The Menu button displays a preprogrammed series of available telephone functions on the LCD display. Consult your telephone manual for further information on these preprogrammed menu functions. b AUTO/MAN AVAIL MAILBOX MENU a c CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT e BADLINE d ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX XXXXXX

19. Lesson 1 Page 7b Intro to the Phone System Telephone Panel Functions • The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. b AUTO/MAN The AUTO/MAN Button. If this button is lit and your headset is plugged in, the handset will ring and you only need to pick up your handset to answer the call. If this button is not lit, calls come through the headset only. The call is connected immediately after a “zip tone” is heard on the headset. When you are in this mode, do not press the ACD line or you will disconnect the caller. Normally, you want to leave this button lit unless call volume is heavy and you want to receive one call directly after another. Auto/Man is not used in Orlando and Toronto. b AUTO/MAN AVAIL MAILBOX MENU a c CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE d ENTER ID e HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX XXXXXX

20. Lesson 1 Page 7c Intro to the Phone System Telephone Panel Functions • The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. c SILMT The SILMT, or Silent Monitor button is only used by management to monitor performance. This button will not light if you are being monitored; it only lights on the phone of the person doing the monitoring. Your personal line (DID) cannot be silently monitored. b AUTO/MAN AVAIL MAILBOX MENU a c CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT e BADLINE d ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX XXXXXX

21. Lesson 1 Page 7d Intro to the Phone System Telephone Panel Functions • The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. d ENTER ID The ENTER ID button is used to enter your Log On ID when logging on to the ACD phone system. b AUTO/MAN AVAIL MAILBOX MENU a c CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE d ENTER ID e HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX XXXXXX

22. Lesson 1 Page 7e Intro to the Phone System Telephone Panel Functions • The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. b e AUTO/MAN AVAIL MAILBOX MENU a BADLINE The BADLINE button is used to report a line that has something wrong with it (e.g. crackling noise). Use this button on high volume call days to report that calls for other client teams are coming to your line. Check with your manager first. This button may not exist in some locations. c CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE d ENTER ID e HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX XXXXXX

23. Lesson 1 Page 7f Intro to the Phone System Telephone Panel Functions • The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. b f AUTO/MAN AVAIL MAILBOX MENU a c SYS SPEED & PROGRAM The SYS SPEED button allows you to speed dial a preprogrammed phone number. The PROGRAM button allows you to program phone numbers for speed dialing. Consult your telephone manual for more information. CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE d ENTER ID e HOLD ACDPS SPEAKER SYS SPEED f ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX XXXXXX

24. Lesson 1 Page 8 Intro to the Phone System Applying Your Knowledge - 1 of 1 Given below is the list of buttons found on the telephone panel. Also given is a list of the functions Performed using these buttons. Identify the buttons with the functions they perform. Match the button with its correct function. Functions performed Buttons Used by management to monitor performance. a MENU b To display a preprogrammed series of available telephone functions on the LCD display. SILMT a b ENTER ID c To enter your Log On ID when logging on to the ACD phone system. SYS SPEED e c To report a line that has something wrong with it (e.g. crackling noise). BADLINE d d To speed dial a preprogrammed phone number. e

25. Lesson 1 Page 9a Intro to the Phone System Telephone Panel Functions • The buttons used to transfer and connect calls are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. a TRANSFER The Transfer button is used to transfer a call to another party or conference in a third party to your call. AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA a TRANSFER WORK PICK ACCT CONNECT b BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

26. Lesson 1 Page 9b Intro to the Phone System Telephone Panel Functions • The buttons used to transfer and connect calls are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. b CONNECT The CONNECT button is used to reconnect to the original party when you are not able to transfer to another party. AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA a TRANSFER WORK PICK ACCT CONNECT b BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

27. Lesson 1 Page 10 Intro to the Phone System Applying Your Knowledge - 1 of 1 Given below is the list of buttons found on the telephone panel. Also given is a list of the functions Performed using these buttons. Identify the buttons with the functions they perform. Match the button with its correct function. Functions performed Buttons To transfer a call to another party or conference in a third party to your call. TRANSFER a a CONNECT b To reconnect to the original party when you are not able to transfer to another party. b MAILBOX c c To access the phone mail system.

28. Lesson 1 Page 11 Intro to the Phone System Telephone Panel Functions • The button used when you can’t address the query immediately are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. a HOLD Using the HOLD button to place a party on hold allows only three minutes before the call rings back at your desk. Placing a party on HOLD does not allow the customer's personal information to be preserved if you transfer a customer to another party. AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID a HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

29. Lesson 1 Page 12 Intro to the Phone System Applying Your Knowledge - 1 of 1 Given below is the list of buttons found on the telephone panel. Also given is a list of the functions Performed using these buttons. Identify the buttons with the functions they perform. Match the button with its correct function. Functions performed Buttons HOLD c a Also known as the ACD line. XXXXX b b Also known as the DID line. XXXXXX a c To place an employee on hold.

30. Lesson 1 Page 13a Intro to the Phone System Telephone Panel Functions • The buttons used to inform the system about your availability are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. a AVAIL The AVAIL button is used to tell the system that you are available to take calls. Press this button at the start of your scheduled phone times. The system routes each incoming call to the associate who has been available the longest. a AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA b TRANSFER WORK PICK ACCT c CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

31. Lesson 1 Page 13b Intro to the Phone System Telephone Panel Functions • The buttons used to inform the system about your availability are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. b UNAVA The UNAVA button is used to tell the system that you are not available to take customer calls. You will not use the UNAVA button if you are on Workforce Management. This is the initial status when you log on to the system. Unavailable status does not affect your personal DID line. a AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA b TRANSFER WORK PICK ACCT c CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

32. Lesson 1 Page 13c Intro to the Phone System Telephone Panel Functions • The buttons used to inform the system about your availability are highlighted below. • Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. c WORK The WORK button is used to prevent calls from coming in on your ACD line. Your phone automatically moves to Work status when you complete each call. The amount of time your phone remains in Work status varies by client. You must press the AVAIL button if you wish to receive another call before this time expires. a AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA b TRANSFER WORK PICK ACCT c CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

33. Lesson 1 Page 14 Intro to the Phone System Applying Your Knowledge - 1 of 1 Given below is the list of buttons found on the telephone panel. Also given is a list of the functions Performed using these buttons. Identify the buttons with the functions they perform. Match the button with its correct function. Functions performed Buttons This button is used to prevent calls from coming in on your ACD line. a AVAIL c b This button is used to tell the system that you are not available to take customer calls. UNAVA b This button is used to tell the system that you are available to take calls. WORK a c

34. Lesson 1 Page 15a Intro to the Phone System Telephone Panel Functions • The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. a ACDSS/ACDSQ The ACDSS/ACDSQ buttons are used when you are answering calls or working with another team. Check with your manager to see if your team is using these buttons. AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED a ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ a

35. Lesson 1 Page 15b Intro to the Phone System Telephone Panel Functions • The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. b CALLBACK The CALLBACK button is not currently utilized. AUTO/MAN AVAIL b MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

36. Lesson 1 Page 15c Intro to the Phone System Telephone Panel Functions • The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. c PICK The PICK button is not currently utilized. AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER c WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

37. Lesson 1 Page 15d Intro to the Phone System Telephone Panel Functions • The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. d MUTE The MUTE button is not currently utilized. AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED d ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

38. Lesson 1 Page 15e Intro to the Phone System Telephone Panel Functions • The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. e ACCT The ACCT button is not currently utilized. AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER e WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

39. Lesson 1 Page 15f Intro to the Phone System Telephone Panel Functions • The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. f ACDPS/ACDPQ The ACDPS/ACDPQ buttons, which work together to inform you of your teams call queue. The ACDPS button lights if anyone is in the queue and will flash if three or more are waiting in the queue. Check with your manager to see if your team is using these buttons. AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD f ACDPS SPEAKER SYS SPEED ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX f CANCEL PHML XXXXXX ACDSQ

40. Lesson 1 Page 15g Intro to the Phone System Telephone Panel Functions • The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. g SPEAKER The SPEAKER button is pressed to engage the speaker phone. You should be sensitive to disturbing others in your immediate area if you use this. AUTO/MAN AVAIL MAILBOX MENU CALLBACK SILMT UNAVA TRANSFER WORK PICK ACCT CONNECT BADLINE ENTER ID HOLD ACDPS SPEAKER SYS SPEED g ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX CANCEL PHML XXXXXX ACDSQ

41. Lesson 1 Page 16 Intro to the Phone System Phone Status Do you recall the two phone-panel options Available and Work? You will use both of these while taking employee and manager calls. A Click on each picture to learn more. 2 3 1 zoom Small animation of a telephone as shown in picture A. Then zoom in to show picture B, with the AVAIL button/ light blinking. Animation keeps looping slowly. Small animation of a person hanging up a phone. Please include a picture of the computer as well. Animation keeps looping slowly Small animation of a telephone as shown in picture A. Then zoom in to show picture B, with the WORK button/light blinking. Animation keeps looping slowly. B AVAIL UNAVA WORK 1 2 3 When you disconnect a call, your client line automatically forwards to the Work status. It remains in Work status for a prescribed period of time, usually between 10 to 30 seconds. After that, it automatically forwards to available. If you are ready for a call sooner, press AVAIL button to change your status.

42. Lesson Summary Lesson 1 Intro to the Phone System Lesson Summary – Telephone Overview • In this lesson you learned about the two different phone lines and the functions of various buttons on the telephone panel. You should now be able to differentiate between the two phone lines, which are the personal line and the client line. You should also be able to identify what each button on the telephone panel represents. 1

43. Lesson Objectives Lesson 2 Intro to the Phone System Lesson Objectives • In this lesson, you will learn how to use the phone system to carry out various procedures such as logging in and out of the system, transferring a call to a third party, and conferencing with a third party. By the end of this lesson, you should be able to: • Log on or off the phone. • Forward the DID line to voicemail. • Put a customer on Hold. • Transfer a call. • Conference in a third party. 1

44. Lesson 2 Page 1a Intro to the Phone System Logging On Click each section to learn more. a Logging On You need to log onto the phone system when you are scheduled for phone time. Try it Phone System a

45. Lesson 2 Page 1b Intro to the Phone System Logging On Click each section to learn more. Logging On AUTO/MAN AVAIL MAILBOX b Try it MENU CALLBACK SILMT UNAVA TRANSFER WORK 1. Press the Client line button on your telephone. PICK ACCT CONNECT 2 BADLINE ENTER ID HOLD Using the interactive phone system on the right, click on the button marked “xxxxxx”. ACDPS 3 SPEAKER SYS SPEED 1 ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX 2. Press the ENTER ID button to enter your ID. 1 CANCEL PHML XXXXXX ACDSQ Using the interactive phone system on the right, click on the ENTER ID button. 2 3. Enter your Client Logon ID. 3 Using the interactive phone system on the right, click on the buttons highlighted. This is the location where you will enter the Client Logon ID assigned to you. b Using the interactive phone system on the right, click on the button marked “xxxxxx”. 1 4. Press the Client line button again to complete the logon process.

46. Lesson 2 Page 2a Intro to the Phone System Logging Off Click each section to learn more. a Logging Off You need to log off the phone system when you are scheduled for off-phone time. Try it Phone System a

47. Lesson 2 Page 2b Intro to the Phone System Logging Off Click each section to learn more. Logging Off AUTO/MAN AVAIL MAILBOX b Try it MENU CALLBACK SILMT UNAVA TRANSFER WORK 1. Press the Client line button on your telephone. PICK ACCT CONNECT 2 BADLINE ENTER ID HOLD Using the interactive phone system on the right, click on the button marked “xxxxxx”. ACDPS SPEAKER SYS SPEED 1 ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX 2. Press the ENTER ID button once. 1 CANCEL PHML XXXXXX ACDSQ Using the interactive phone system on the right, click on the ENTER ID button once. 2 3. Press the Client line button on your telephone. b Using the interactive phone system on the right, click on the button marked “xxxxxx”.. 1

48. Lesson 2 Page 3a Intro to the Phone System Forwarding to Voicemail Click each section to learn more. Forwarding to voicemail a When you are on scheduled phone time, forward your DID line to voicemail. Try it Phone System a

49. Lesson 2 Page 3b Intro to the Phone System Forwarding to Voicemail Click each section to learn more. Forwarding to voicemail AUTO/MAN AVAIL MAILBOX b MENU Try it CALLBACK SILMT UNAVA TRANSFER WORK 1. Press the DID line button. PICK ACCT CONNECT BADLINE ENTER ID HOLD Using the interactive phone system on the right, click on the button marked “xxxxx”. ACDPS SPEAKER SYS SPEED 1 ACDSS PROGRAM MUTE FWD PHML ACDPQ XXXXX 1 2 2. Press the FWD PHML button. CANCEL PHML XXXXXX ACDSQ Using the interactive phone system on the right, click on the FWD PHML button once. Your DID extension light should flicker. 2 b

50. Lesson 2 Page 4a Intro to the Phone System Forwarding to Voicemail Click each section to learn more. Release forwarding to voicemail a When you are scheduled for off-phone time, you may release your forwarding to voicemail. Try it Phone System a