Phone etiquette and Features

Phone etiquette and Features

Phone Etiquette and Features

  • When having to find another employee, a manager or an answer for a guest, place the caller on hold. Never place the phone down on the counter.

  • When answering a call please say, “Thank you for calling, this is ___________, how may I help you”

  • When having to transfer a call to another phone within the center, it is usually best to use “Shared Parking” (SP) rather than “transfer”.  For Example:

I get a call from person A who needs to urgently talk to a colleague of mine. I decide to physically go and find the colleague in question. While I get up to go find the colleague, I place the caller into SP# and hang up my phone. I can then find the employee, press the appropriate SP on ANY phone and hand it to them. Alternatively, after placing the call into SP, I can call the department in which the person is located and let them know they have a call on SP#.  The result? A happy customer because the call was answered!

So how do you do this?  It is VERY easy!

  1. While on the call, you can place the call into a “Parked State” by clicking one of the SP buttons on your screen.  Please note that only one call can be placed into each SP.

  1. Once the caller is in an SP spot, your screen will look like this

You can now pick up the call on ANY phone by clicking the appropriate SP button.

  • Use the 3CX directory.  This is located at the bottom of each phone (3CX PBook) and allows you to search for employees and corporate staff. Allowing you to call them directly.  For other centers, sales and help desk, we have added quick icons to each phone screen.  Please note this might be on the 2nd or 3rd page of your phone screen.

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