Multi-line Phone System Tutorial

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welcome to the pathways skill

development tutorial about multi-line

phone systems part of your work as an

office administrator will be using a

multi-line phone system multi-line phone

systems range from the very large and

complex to smaller systems with less

lines to manage regardless of the maker

model most phone systems operate in the

same way and have almost all of the same

features in this tutorial we will learn

about the basics of using a multi-line

phone system we will look at a typical

reception desk telephone and explore its

settings such as volume control and

ringer sounds and some of the features

which make multi-line phone systems so

important in today's office environment

we will learn about making calls and

answering calls and learn how to use the

call controls this includes putting a

client or customer on hold transferring

calls creating a conference call and

paging finally we will look at using

voicemail and recording greetings

throughout this tutorial we will reflect

on using proper phone etiquette at all

times when interacting with vendors

clients colleagues and customers over

the phone now let's have a look at a

typical reception phone it has the same

number pad that all telephones have but

it also has a number of other buttons

that have other functions you will

notice to the right-hand side of the

phone that there are multiple phone

lines some of these lines are external

and some of the lines are internal the

buttons listed as line 1 line 2 and so

on are the external lines the buttons

listed with employee names are the

internal lines or extensions within the

company these may also be labeled with

the actual extension numbers you'll see

that some of the buttons do not have

labels these buttons can be programmed

for more extensions or for speed dialing

and external number to the bottom right

you will see the intercom buttons for

paging and the hands-free mute button

which can be used to mute your voice

temporarily or switch to call over to

speaker the clear panel between these

buttons will show a narrow eye

on which will indicate which lines are

being used looking on the left-hand side

of the phone you will see the volume

controls which you can use to increase

or decrease the volume of the ringer and

also the handset or headset volume the

hold button is used to place a caller on

hold be careful the hold button is

orange like the release button and can

sometimes be located in close proximity

to one another pay attention or you

could release the call instead of

putting it on hold and the result could

be an angry caller the soft keys are

located just above the number pad and

are only activated when you are on a

call and also by using the feature key

the various commands will appear in the

screen just above just to the right of

the volume control you will see the

feature button we won't go into all of

the available features in this a

tutorial you will have access to the

phone system manual which will give you

instructions on how to use your phone

system to its full potential however

there is a quick features guide just

under the handset which will help you to

remember the combinations of buttons you

need to use to access certain functions

the handset is to the left when a call

comes in simply pick up the handset to

answer if you are using a headset press

the button with the flashing arrow next

to it to answer the call to end the call

either place the handset down in the

cradle or press the orange release

button seems easy enough right in a busy

office you will oftentimes have to

manage more than one call at a time it's

important to know which lines are

engaged which lines are on hold and

which lines have a call coming in a

slowly flashing icon beside a line

indicates a call waiting to be answered

a steady icon indicates a currently

connected call and a fast flashing icon

indicates a held call

the more common controls of a multi-line

phone system that you will use are

putting calls on hold transferring calls

conferencing calls and paging we will

now have a look at some demonstrations

what we will see first is a

demonstration of using the correct

telephone techniques while following

proper etiquette guidelines then we will

have a closer look at how to use the

controls on the phone pay attention to

the buttons being used

good morning cafes in speaking how may I

help you yes absolutely let me check

that for you I'm going to put you on

hold for one minute thank you

good morning pathways this is Amy

speaking how may I help you yes Sergio

is in the office today let me transfer

you to him one moment

good afternoon pathways this is Amy

speaking how can I help you yes Sergio's

available can you run moment I search

I've got a client on the line I just

wanted to give you a bit of a heads up

that this client has had many absences

before so I'm very interested whether or

not we should book another appointment

with them so I just wanted to transfer

give you a heads up on that before I

transfer her and okay thanks hi okay

great I've got Sergio on the line for

you so I hope you have a great day okay



good morning pathways this is Amy

speaking how may I help you yes Paul is

in the building a hosta patient for you

hanging off the one minute thank you

Paul this call for you on line one call

for you on line one thank you

thank you for calling pathways where we

are building new futures pathways office

hours are 8:00 a.m. to 4:30 p.m. Monday

to Friday if you are trying to reach our

employment campus please hang up and

call five one nine six six seven seven

seven nine five if you'd like to leave a

message please dial zero otherwise

please wait on the line and our

receptionist will be with you shortly

have a great day now that you have seen

the most common functions of using a

multi-line phone system you should have

a basic understanding of how to use one

in your own workplace remember that the

system manual will be available to you

for more complex actions like

programming extensions and settings like

Do Not Disturb thank you for watching