Function Alone
When a caller request's information that I don't have in front of me. I would need to press ________ before I can get them help.
What is F1
This function is used to sometimes navigate the info pages
What is CTRL+F10
True or False - it is okay to use the mouse when on a call to navigate the script
What is False - we are only allowed to use the mouse if the script is unresponsive to tab, enter or the arrow keys
We can bring up a message script if we press this function
What is ALT+F5
The two alternatives to "I am the answering service"
What is the receptionist line and the message center
"Drop account" means
What is F4
"Sir/Mam give me one moment, Let me ask my supervisor (Team Lead) regarding your question". We use this function whenever we need help.
What is CTRL+F2
Infinity has many versions of its system but HUBA3 mainly handle
What is Portland (Basic IS) and Advance IS
This is the shortcut to retrieve a desired account
What is ALT+F10
My station # is linked with the program called
What is MicroSip
True or False - the function "F10" can also be used navigate the info pages
What is False , the function F10 alone only pulls up the menu
**DOUBLE POINTS**
It is important for these icons to be apparent whenever logging into your Infinity system
What is IS (Intelligent Series) and Voicelogger
the following functions are used to navigate a script
What is tab, enter and arrow keys
We utilize this function to logout when we are done with our shift or we need to go on break.
What is ALT+F4
after I say my answer phrase and listen to the caller then I would need to say __________.
What is Statement of Intent "Allow to gather some information to see how I may assist you".
True or False - if someone is being rude or cursing at me, I am able to politely notify them that there behavior is not okay and then I can press F3
What is False - we are not allowed to hang up on a caller unless told by a supervisor (team lead)
We use this whenever we need to conference in the second line you reached, The person you have on hold and yourself.
What is CTRL+F8
At the beginning of the call it is important to follow these first three steps before moving forward with the script
What is say Answer Phrase, Listen to caller and then provide statement of intent
"Send that call over to station #13" this function is used to park a call
What is ALT+F11
the name of the little house that we are required to click on before entering the infinity system
What is Amtelco App Launcher
I need to dial out a number, I would press this function whenever I need to call a second line.
What is F11
Portland accounts and basic IS requires this whenever we have finished a call. We use to manually send over the message that has just been taken to the dispatcher.
What is Park Distribution
When closing a call it is important to say
What "is there anything else I can help you with", "Thank you for calling" and "Have a great day"
When in conference, we utilize this function to remove ourselves from the conference.
What is ALT+F7
Name the steps to log into the infinity system
What is Start Menu, RDC (10.74.3.51), Amtelco App, HUBA3 Expert, available station, Launch infinity telephone , AGT.FIRST. LAST