The Office Procedures and Technology Chapter 12 Telephone Systems and Procedures Copyright 2003 by South-Western, a division of Thomson Learning.

The OfficeProcedures and Technology

Chapter 12

Telephone Systems and Procedures

Copyright 2003 by South-Western, a division of Thomson Learning

Transmitting Information UsingTelephone Technology Telecommunications

Electronic transfer of information over a distance

Many forms of information can be sent electronically Voice and video Data and text Images

Topic 12-1 Telephone Technology and Services Slide 2

Telephone lines Older analog lines are being replaced with

digital lines Digital signals transmit large amounts of data at

fast speeds

Modem: a conversion device for digital and analog data

Key Term

Communication satellites Play an important role in worldwide

communications Communicate with satellite earth stations to

transmit and receive data

Satellite dishes receive microwave signals from orbiting satellites

Satellite dishes receive microwave signals from orbiting satellites

Image Communication Systems Facsimile technology

Transfers images electronically using telephone lines

Features Procedures

Topic 12-1 Telephone Technology and Services Slide 3

A fax cover sheet should be sent with each fax transmission

A fax cover sheet should be sent with each fax transmission

Videoconferencing Allows two-way voice and video communication

between people at different locations Web conferences may be conducted using

computers and a private computer network or the Internet

Voice Communication Systems Centralized systems

Route calls into and going out of an organization

All calls are handled by a single computer or operator switchboard

Topic 12-1 Telephone Technology and Services Slide 4

Automated attendant: computerized system for handling telephone calls

Key Term

Common features of telephone systems Auto redial Call waiting

Call block Conferencing

Caller ID Memory

Call queuing Speakerphone

Call return

Voice mail systems Messaging systems that use computers and

telephones Can record, send, store, and retrieve voice

messages

Specialized telephone equipment Mobile telephone equipment Features for impairments

Conference call services Operator-dialed service Dial-in service

Telephone Service Providers Offer a variety of equipment in many price

ranges Local telephone company provides local call

service Customers may choose from a variety of

providers for long-distance service

Topic 12-1 Telephone Technology and Services Slide 5

A sample of one long-distance carrier’s rate periods for direct-dial calls

A sample of one long-distance carrier’s rate periods for direct-dial calls

Integration of Telecommunications Technologies Telephony

The integration of computer and telephone technologies

Integrated Services Digital Network (ISDN) A set of interface standards Enables many types of computers and

electronic devices to communicate

Topic 12-1 Telephone Technology and Services Slide 6

Focus On …

Voice Mail A computerized voice messaging system Use is widespread in business Proper procedures must be followed to avoid

creating a negative impression

Topic 12-1 Telephone Technology and Services Slide 7

Use your voice mail system effectively Prepare a complete and professional message Record the message yourself Refer callers to someone else if you will be out

for several days Check your voice mail frequently Return calls as soon as possible Answer your telephone most of the time rather

than letting voice mail answer

Leave a professional message State your name, your telephone number, and

the reason for the call Speak slowly and distinctly Spell out any difficult names Do not communicate bad news in a message

Making a Favorable First Impression Your voice

Tone Pace Volume

Modulation: controlling the volume of speech

Key Term

Your speaking skills Pronunciation Grammar Vocabulary

Your attitude Attitude is transmitted through your tone and

manner of speech Strive to project a sincere, positive attitude

Topic 12-2 Effective Telephone Communications Slide 8

Your attitude is reflected in your voice when you speak to callers

Your attitude is reflected in your voice when you speak to callers

Incoming Telephone Communications Proper telephone techniques

Answer promptly Identify yourself Assist the caller Conclude the call

Effective telephone procedures Screening calls Placing a caller on hold Transferring calls Handling a disconnected call

Giving information Handling difficult callers Handling personal telephone calls Taking messages

Topic 12-2 Effective Telephone Communications Slide 9

Information on a message form should be recorded accurately and legibly

Information on a message form should be recorded accurately and legibly

Outgoing Telephone Communications Planning calls

Dates and times of meetings or events that relate to the call

Documents that relate to the topic Questions you want to ask Pen and paper for notes

Time zones Check time zones in other cities to ensure that

calls are placed during business/office hours International calls may require calling before or

after your normal business hours

Topic 12-2 Effective Telephone Communications Slide 10

This Web site provides the official U.S. time in various time zones

This Web site provides the official U.S. time in various time zones

Using directories Local directories Personal and company directories Computerized directories Directory assistance

Outgoing Telephone Communications

Topic 12-2 Effective Telephone Communications Slide 11

Long-distance service Direct-dial calls Specialized long-distance calls

Person-to-person calls Collect calls Conference calls Telephone credit cards

Toll-free service

Controlling Telephone Costs Use direct dialing for most calls Plan calls so time is spent efficiently Call when rates are lowest Notify the operator when you reach a wrong

number Compare rate plans and promotions Learn to use the features of your telephone

system

Topic 12-2 Effective Telephone Communications Slide 12