Telstra VVX 410/VVX 411 Call Centre Phone Guide | August 2016 Page 4
Telstra VVX 410/VVX 411 Call Centre Phone Guide
Lift the handset OR
Press the Answer soft key
Or
Press the green flashing line button
This view displays the name and number of the
person you are talking with and the duration of
the call
From Active view you can, Hold, End Call,
Transfer or select the More soft key for
additional options
If you share a line with another phone, you can
answer calls as described above. If you answer
the call and place it on hold, anyone who shares
your line can resume the held call.
If the Call Waiting feature has been turned on,
while engaged in a call:
The Call Waiting tone indicates another call to
your line.
Press the Answer soft key to switch to and
answer the incoming call.
The initial call is automatically placed on hold.
By scrolling and selecting you can toggle
between the active and held calls.
Press the Resume soft key to resume your
conversation.
You cannot receive additional calls while both
lines are engaged.
Whilst on an active call
Press the Hold soft key
To return to the call
Press the Resume soft key
To make another call while the original caller is
on hold
Press the New Call soft key, enter the required
number
If multiple calls are on hold
Scroll to the call on hold and select it and press
the Resume soft key
To join all three parties onto an impromptu
conference call
With 2 calls in progress (1 call on hold and 1
call active)
Press the More soft key and then the Join soft
key
While Mute is activated, you can hear all other
parties, however they cannot hear you.
During a call press the mute button
(The mute button is illuminated in red)
To turn off mute, press the mute button
again
Disposition codes are additional codes that can
be applied to call centre calls to tag those calls
with additional information. Disposition codes
can be entered during a call or after a call.
Disposition codes need to be configured and
activated by your Customer Administrator in
order to use this feature.
Whilst in a call, select the More soft key then
the Disp Code soft key
Manually enter the code using the phone
keypad
Press the Enter soft key on the phone
Entering a disposition code does not impact the
ongoing phone call.
After a call is complete, select the More soft key
then the Disp Code soft key
Manually enter the code using the phone
keypad
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