Extensions and VOIPs Flashcards
What must you do on Extension and VOIP calls?
Confirm the location with the caller
What is the procedure when the callers location is different to that on the system?
F2+D
First 4 letters of actual location followed by six zeros.
Verbal handover required using the number in the auto notes.
What is the mandatory expression used before any landline location is passed to the EA?
“My records currently show”
Which mandatory expression is used when asked for the location details of an extension call when the location has not been confirmed?
The caller is an extension user and the address is that of the main switch board
Which mandatory expression is used when asked for the location details of an VOIP call when the location has not been confirmed?
It is a VOIP customer at an unconfirmed location.
What is the process for handling extensions and VoIP calls?
Follow standard landline procedures
Check location
Provide appropriate handovers
How will you know that a call is from a monitoring centre?
They will state “disregard the calling number”
The address box may indicate as such.
What is the procedure for handling calls from monitoring centres?
F2+C
What is the new number?
Enter into from field and tab
[Confirm new location if an extension]
Which service?
Connect as normal.
What must you do if a monitoring centre provides a mobile number?
Ask for the customers town or county
Carry out the word to number procedure in the Other field.
What must you do if a monitoring centre calls from a mobile?
Remove the zone code before carrying out any other procedure.
What must you do if a monitoring centre can’t provide a customer telephone number?
Request the customers town or country.
Provide a verbal handover.
“Liverpool connecting a monitoring centre with no customer number displayed”
If a silent mobile VOIP is received without a zone code what is the procedure?
Use a dummy location of LIVE0000000 and connect to met auto. If required to connect with a verbal handover.
Liverpool connecting Mobile VOIP…
At an unconfirmed location.
What is the procedure for an international VOIP?
F2+V
Connect to the CG Other
Verbal handover
Liverpool connecting an international Caller …
The customer is in (country)
What is the handover for a monitoring centre call with no customer number?
Liverpool connecting a monitoring centre with no customer number displayed
What are the two procedures for Virtual Assistant VOIPs?
Landline - treat as a normal VoIP and LD as required.
Mobile - treat as normal mobile VOIP. Except use other field for location.
Do NOT LD.
