- Oct 30, 1999
- 11,815
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I installed a "new fangled" phone system for a customer a few months ago.
When the system was installed to replace another, older system, I did some basic training that included how to use conference and how to use transfer.
I told them that to conference a call, press conference and the other party will be automatically put on hold and you will hear a dial tone. Dial the other party and when they answer, you can announce to them that you wil be initiating a conference. Press conference again and you and the other two parties will now be in a conference.
I told them that to transfer, press the transfer button and the other party will be automatically put on hold and you will hear a dial tone. Dial the number of the party you want to transfer to. When they answer, you can "announce" the transfer and then hang up or press the transfer button a second time and the call will transfer to the other party.
Yesterday, I got a call from a customer. "When I transfer a call, my phone rings two minutes later and when I pick up, it's the original caller and the person I transfered the caller to."
Wow! That's a weird problem. So how are you transferring the call?
"Well, I press conference, dial the person I'm transfering to and then hang up."
Why are you using conference? If you initiate the conference, of course the phone is going to call you back because you initiated the conference and then essentially put it on hold. The phone system is merely calling you back in case you forgot you were part of the conference.
"But I don't want a conference! I want to transfer the call. Why do I have to be part of the conversation if I'm just transferring the call?"
Umm... I'm sure you can see the button labeled "transfer" underneath the "conference" button and I know I trained you on how to use that transfer button, so I'm a little confused as to why you're now using conference instead of transfer.
"I know how to use transfer! But these calls are being transfered outside of the building, so we have to use conference."
Now, I'm sure it's all my fault that this is now an issue because I should have explained that transfer could be used for both on-switch AND off-switch calls, but what posessed you to start using conference to transfer calls off-switch?
Because you showed us how to conference people outside of the building with people inside the building, but never transfered a call outside of the building when you were here.
Did you even TRY to use transfer to transfer a call? I mean, the steps are all the same except the button says "transfer" isntead of "conference" and transfer doesn't call you back two minutes later!!
Like I said... I'm sure it's all my fault that this is an issue.
When the system was installed to replace another, older system, I did some basic training that included how to use conference and how to use transfer.
I told them that to conference a call, press conference and the other party will be automatically put on hold and you will hear a dial tone. Dial the other party and when they answer, you can announce to them that you wil be initiating a conference. Press conference again and you and the other two parties will now be in a conference.
I told them that to transfer, press the transfer button and the other party will be automatically put on hold and you will hear a dial tone. Dial the number of the party you want to transfer to. When they answer, you can "announce" the transfer and then hang up or press the transfer button a second time and the call will transfer to the other party.
Yesterday, I got a call from a customer. "When I transfer a call, my phone rings two minutes later and when I pick up, it's the original caller and the person I transfered the caller to."
Wow! That's a weird problem. So how are you transferring the call?
"Well, I press conference, dial the person I'm transfering to and then hang up."
Why are you using conference? If you initiate the conference, of course the phone is going to call you back because you initiated the conference and then essentially put it on hold. The phone system is merely calling you back in case you forgot you were part of the conference.
"But I don't want a conference! I want to transfer the call. Why do I have to be part of the conversation if I'm just transferring the call?"
Umm... I'm sure you can see the button labeled "transfer" underneath the "conference" button and I know I trained you on how to use that transfer button, so I'm a little confused as to why you're now using conference instead of transfer.
"I know how to use transfer! But these calls are being transfered outside of the building, so we have to use conference."
Now, I'm sure it's all my fault that this is now an issue because I should have explained that transfer could be used for both on-switch AND off-switch calls, but what posessed you to start using conference to transfer calls off-switch?
Because you showed us how to conference people outside of the building with people inside the building, but never transfered a call outside of the building when you were here.
Did you even TRY to use transfer to transfer a call? I mean, the steps are all the same except the button says "transfer" isntead of "conference" and transfer doesn't call you back two minutes later!!
Like I said... I'm sure it's all my fault that this is an issue.
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