G063 - ICT & Telephone Systems. By the end of this topic you should be able to: describe the use of ICT in telephone systems Learning Objective:

G063 - ICT & Telephone Systems

By the end of this topic you should be able to:

• describe the use of ICT in telephone systems

Learning Objective:

Voicemail

Voicemail• allows message to be left if line engaged or person not

available to answer the phone

Voicemail• allows message to be left if line engaged or person not

available to answer the phone

Features

Voicemail• allows message to be left if line engaged or person not

available to answer the phone

Features

• personalised messages can be unique to individuals or departments– “you have reached the number for …..”

Voicemail• allows message to be left if line engaged or person not

available to answer the phone

Features

• personalised messages can be unique to individuals or departments– “you have reached the number for …..”

• caller can listen to, and/or re-record their message

Voicemail• allows message to be left if line engaged or person not

available to answer the phone

Features

• personalised messages can be unique to individuals or departments– “you have reached the number for …..”

• caller can listen to, and/or re-record their message

• messages can be saved & deleted

Voicemail• allows message to be left if line engaged or person not

available to answer the phone

Features

• personalised messages can be unique to individuals or departments– “you have reached the number for …..”

• caller can listen to, and/or re-record their message

• messages can be saved & deleted

• messages can be forwarded to another ‘phone

Voicemail• allows message to be left if line engaged or person not

available to answer the phone

Features• personalised messages can be unique to individuals or

departments– “you have reached the number for …..”

• caller can listen to, and/or re-record their message• messages can be saved & deleted• messages can be forwarded to another ‘phone• can access messages remotely from another ‘phone

– using a PIN

Ring back

Ring back• if the number is engaged the caller is offered the facility to

be called when line is free

Ring back• if the number is engaged the caller is offered the facility to

be called when line is free – by pressing a key

Ring back• if the number is engaged the caller is offered the facility to

be called when line is free – by pressing a key

• saves repeated re-dialling

Ring back• if the number is engaged the caller is offered the facility to

be called when line is free – by pressing a key

• saves repeated re-dialling

Features

Ring back• if the number is engaged the caller is offered the facility to

be called when line is free – by pressing a key

• saves repeated re-dialling

Features

• system continually tries to connect to ‘busy’ ‘phone

Ring back• if the number is engaged the caller is offered the facility to

be called when line is free – by pressing a key

• saves repeated re-dialling

Features

• system continually tries to connect to ‘busy’ ‘phone

• when the phone is free, system calls back– usually with a distinctive ringtone

Menus

Menus• pressing digits to make selections by using key ‘tones’

Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice

Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice

Features

Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice

Features

• options available organised in tree structure,

Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice

Features

• options available organised in tree structure,

• automated instructions given of the options available,

Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice

Features

• options available organised in tree structure,

• automated instructions given of the options available,

• handset used to key in number for option– ability of the system to interpret key ‘tones’,

Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice

Features

• options available organised in tree structure,

• automated instructions given of the options available,

• handset used to key in number for option– ability of the system to interpret key ‘tones’,

• user follows menu path to the required option,

Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice

Features

• options available organised in tree structure,

• automated instructions given of the options available,

• handset used to key in number for option– ability of the system to interpret key ‘tones’,

• user follows menu path to the required option,

• automated voice responds with required information,

Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice

Features

• options available organised in tree structure,

• automated instructions given of the options available,

• handset used to key in number for option– ability of the system to interpret key ‘tones’,

• user follows menu path to the required option,

• automated voice responds with required information,

• option to end call or hear options again,

Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice

Features

• options available organised in tree structure,

• automated instructions given of the options available,

• handset used to key in number for option– ability of the system to interpret key ‘tones’,

• user follows menu path to the required option,

• automated voice responds with required information,

• option to end call or hear options again,

• opportunity to speak to a ‘real’ person at any level.

• Teleconferencing– allows employees to hold meetings at a distance

– can involve multiple participants

– no need to travel

• Teleconferencing– allows employees to hold meetings at a distance

– can involve multiple participants

– no need to travel

• Fax– send documents at any time

• Teleconferencing– allows employees to hold meetings at a distance

– can involve multiple participants

– no need to travel

• Fax– send documents at any time

• Call waiting– allows user to know they have a call queued

• Teleconferencing– allows employees to hold meetings at a distance

– can involve multiple participants

– no need to travel

• Fax– send documents at any time

• Call waiting– allows user to know they have a call queued

• Call forwarding– transfer the call to a different number or extension

• Call forwarding– transfer the call to a different number or extension

• Phone memory– speed dialling– useful to store frequently dialled numbers

• Call forwarding– transfer the call to a different number or extension

• Phone memory– speed dialling– useful to store frequently dialled numbers

• CLI (Calling Line Identity) – display the incoming caller’s name and number

(subscription service on BT)

• Call forwarding– transfer the call to a different number or extension

• Phone memory– speed dialling– useful to store frequently dialled numbers

• CLI (Calling Line Identity) – display the incoming caller’s name and number

(subscription service on BT)

• Call Register– information (number, date/time) on the last few calls

received will be retained and can be displayed.

• Speaker system– needed if hands free required

• Speaker system– needed if hands free required

• Video calling– Videoconferencing

• Speaker system– needed if hands free required

• Video calling– Videoconferencing

• E-mail

• Speaker system– needed if hands free required

• Video calling– Videoconferencing

• E-mail• Broadband connection

– easy Internet access and voice calls– Instant Messaging (via MSN)– VoIP telephony (via Skype)