The OfficeProcedures and Technology

Chapter 12

Telephone Systems and Procedures

Copyright© 2007 Thomson/South-Western

Slide 2

Telephone Systems

Topic 12-1 Telephone Technology and Services

The telephone plays a key role in communicating at work

Data, text, images, video, and voice can be transmitted using telephone channels

Office workers should become familiar with changing features and equipment

Telecommunications: the electronic transfer of data over a distance

Key Term

Slide 3

Telephone Channels

Topic 12-1 Telephone Technology and Services

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

Slide 4

Communication Satellites

Topic 12-1 Telephone Technology and Services

Data relay stations that orbit the earth Play an important role in worldwide

communications

Satellite dishes receive microwave signals from orbiting satellites

Satellite dishes receive microwave signals from orbiting satellites

Slide 5

Telephony

Topic 12-1 Telephone Technology and Services

The integration of computer and telephone technologies

Uses new equipment and procedures to improve communications Two-way video, audio, and computer communications Conference calling Access to the Internet and World Wide Web Management of voice and e-mail messages with a

touch-tone phone or a personal computer

Slide 6

VoIP

Topic 12-1 Telephone Technology and Services

Short for voice over Internet protocol, also called Internet voice

Allows users to make telephone calls using a high-speed Internet connection instead of standard telephone channels

A traditional telephone with an adaptor or a computer with a modem is used to place calls

Slide 7

Centralized Telephone 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

Automated attendant: computerized system for handling telephone calls

Key Term

Slide 8

Mobile Telephones

Topic 12-1 Telephone Technology and Services

Use wireless, radio frequencies to transmit data across geographic areas called cells

Also called cell phones and digital phones A camera phone has a built-in

camera and can send picturesto other phones

A smart phone combinesthe features of a PDAand a mobile phone

Slide 9

Common Features

Topic 12-1 Telephone Technology and Services

Common features of telephone systems

Auto redial Conferencing

Call block Memory

Caller ID Speakerphone

Call queuing E-mail and Internet access

Call return Text messaging

Call waiting Application programs on smart phones

Slide 10

Conference Calls

Topic 12-1 Telephone Technology and Services

Have three or more people speaking from different locations

May be handled in different ways User’s own equipment Operator-dialed service Dial-in service

Videoconferencing transmits voice and video allowing participants to see one another

Slide 11

Features for Impairments

Topic 12-1 Telephone Technology and Services

Special telephone equipment and services are available for the visually or hearing impaired Text telephones and telebraille telephones Large-button phones Headsets or speakerphones for hands-free operation Speech amplifiers to make voices louder Loud bells and flashing lights to signal incoming calls

Slide 12

Focus On …

Voice Mail Uses computers and telephones to record,

send, store, and retrieve voice messages Use is widespread in business

Topic 12-1 Telephone Technology and Services

Use your voice mail system effectively Prepare a 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

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

Slide 13

Facsimile Technology

Transfers images using telephone channels Messages are sent/received by fax machines or

computers

Topic 12-1 Telephone Technology and Services

A fax cover sheet should be sent with each fax

A fax cover sheet should be sent with each fax

Slide 14

Telephone Service Providers

A variety of services are available in many price ranges

Local telephone company provides local calling service

Customers may choose from a variety of providers for long-distance service

Mobile phones should be tested in the areas where they will be used to check for signal strength

Topic 12-1 Telephone Technology and Services

Slide 15

Effective Telephone Use

A company’s workers may receive and place many calls each day

Office workers can create a positive or negative impression by their phone use

Topic 12-2 Effective Telephone Communications

Slide 16

Making a Favorable Impression

Your voice Tone Pace Volume

Your speaking skills Pronunciation Grammar Vocabulary

Modulation: controlling the volume of speech

Key Term

Topic 12-2 Effective Telephone Communications

Slide 17

Making a Favorable Impression

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

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

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

Slide 18

Incoming Calls

Answer promptly Identify yourself Assist the caller Conclude the call

Topic 12-2 Effective Telephone Communications

When answering a call, identify your company and then yourself

When answering a call, identify your company and then yourself

Slide 19

Telephone Procedures

Screening calls Placing a caller on hold Transferring calls Handling disconnected

calls Handling difficult callers Taking messages

Topic 12-2 Effective Telephone Communications

Slide 20

Planning Calls

Outline points and gather information before making a call 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

Topic 12-2 Effective Telephone Communications

Slide 21

Time Zones

Be aware of time zone differences when placing long-distance calls

International calls may require calling before or after your normal business hours

Time zone information and time converters are available on Web sites

Topic 12-2 Effective Telephone Communications

Slide 22

Time Zones

Topic 12-2 Effective Telephone Communications

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

Source: http://www.time.gov

Slide 23

Local directories White pages Yellow pages Blue pages

Personal and company directories Electronic directories Directory assistance

Using Directories

Topic 12-2 Effective Telephone Communications

Slide 24

Long-Distance Service

Topic 12-2 Effective Telephone Communications

Direct-dial calls Specialized long-distance calls

Person-to-person calls Collect calls Conference calls

Telephone cards Toll-free service

Slide 25

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

Topic 12-2 Effective Telephone Communications