call handling
5 steps on a call
ANSWERING PHRASE
SET THE EXPECTATION
GATHER THE INFORMATION
VERIFY THE INFORMATION
CLOSING F THE CALL
HOW IS THE MAIN OFFICE INFORMATION WINDOW CALLED IN PINNACLE?
HELP DESK 𓆏
HOW MANY LINES DO WE HAVE THE OPTION TO ANSWER FOR?
4
WHAT ARE THE 4 SCREENS CALLED IN STARTEL
LOCATE
IF
MASTERCARD
MESSAGE FIELD
NAME THE CLIENTS THAT USE INFINITY
ALPHAPAGE, SOUTHWEST, ANSWER UNITED, SURE CALL, ANSWERTEL
ELEMENTS ON THE SYSTEMS
ANSWERING PHRASE
ACCOUNT NAME AND NUMBER
ACCOUNT INFORMATION
MESSAGE FIELD
OPERATOR CHAT
WHAT DO THE DIFFERENT COLORS MEAN IN PINNACLE?
WHITE: TALKING/ON A CALL
RED: SOMEONE ON HOLD/UNAVAILABLE
GREEN: AVAILABLE FOR A CALL
BLACK: PATCHING
PINK: WRAPPING UP A MESSAGE
HOW DO YOU OPEN A MESSAGE IN TELESCAN
F1
WHAT ARE ACTIONS?
number of minutes before the message pops up again to remind you to continue the delivering process
HOW MANY MINUTES BEFORE OUR SHIFT SHOULD WE LOG IN?
15
WHAT CAN YOU SAY TO A CALLER THAT HAS NOT RECEIVED A CALL BACK?
*ANSWER MAY VARY*
HOW DO WE OPEN A MESSAGE IN PINNACLE?
F1
HOW DO YOU SAVE A MESSAGE
F12
WHERE DO WE FIND DISPATCH INSTRUCTIONS
MASTERCARD
WHERE DO WE REPORT TECHNICAL ISSUES?
DISCORD
WHAT IS A PHRASE THAT YOU CAN USE WHEN THE OFFICE DOES NOT HANDLE A SPECIFIC SITUATION AFTER HOURS? (EX: LOCKOUTS, REFILLS, APPTS)
*ANSWERS MAY VARY*
HOW IS THE AVAILABLE/MAIN SCREEN CALLED IN PINNACLE?
PRIORITY LIST
WHAT IS THE STATUS CLEAR BUTTON FOR
HANG UP A CALL
WHAT DOES F, H AND P MEAN IN STARTEL
FRESH, HOLD AND PARKED CALL
WHAT DOES HIPAA STAND FOR
Health Insurance Portability and Accountability
ACT THE WAY YOU WOULD PATCH A CALL
*ANSWER MAY VARY*
WHAT DOES A BLACK LOCATE MEAN?
EMERGENCY LINE
WHAT IS F9 FOR IN TELESCAN?
PATCHING
WHAT ARE THE MACROS FOR?
EACH CLIENT ASSIGNS DIFFERENT FUNCTIONS FOR IT, IT CAN BE TO SPELL CHECK, SAVE EMERGENCY MESSAGES, ETC
WHAT IS THE PROCESS OF ASKING FOR A PERMISSION?
ASKING 2 WEEKS IN ADVANCE, SENDING AN EMAIL TO THE SUPERVISORS