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Slide No
24.
Trainer Notes
Active call diversion is when someone is trying to call you and you are already on the
phone. The new caller will automatically be forwarded to your voicemail box to leave a
message. However, some phone systems have a call waiting option which enables the
telephonist to put the first call on hold, answer the second call, then go back to the first
call again.
There are times when clients or customers will ring your direct line and you are
unavailable (busy) or they receive no reply. The options the callers have is to leave a
message on voicemail or some telephone systems will actually forward the call to an
operator who asks the caller if someone else can help them or re-directs the call to
another phone number such as your mobile.
Programming the call forward address usually means typing in the numbers you want
the call to be diverted to either permanently, when busy or when out of the office after a
certain number of rings.
Enabling by-pass to call forwarding is to have the call diverted to your voicemail box to
the caller to leave a message.
© ASEAN 2013
Trainer Guide
Operate a private automatic branch exchange (PABX) switchboard
45