1. G063 - ICT & Telephone Systems

2. By the end of this topic you should be able to: describe the use of ICT in telephone systems Learning Objective:

3. Voicemail

4. allows message to be left if line engaged or person not available to answer the phone

5. Voicemail allows message to be left if line engaged or person not available to answer the phone Features

6. Voicemail allows message to be left if line engaged or person not available to answer the phone Features personalised messages can be unique to individuals or departments –you have reached the number for …..

7. Voicemail allows message to be left if line engaged or person not available to answer the phone Features personalised messages can be unique to individuals or departments –you have reached the number for ….. caller can listen to, and/or re-record their message

8. Voicemail allows message to be left if line engaged or person not available to answer the phone Features personalised messages can be unique to individuals or departments –you have reached the number for ….. caller can listen to, and/or re-record their message messages can be saved & deleted

9. Voicemail allows message to be left if line engaged or person not available to answer the phone Features personalised messages can be unique to individuals or departments –you have reached the number for ….. caller can listen to, and/or re-record their message messages can be saved & deleted messages can be forwarded to another phone

10. Voicemail allows message to be left if line engaged or person not available to answer the phone Features personalised messages can be unique to individuals or departments –you have reached the number for ….. caller can listen to, and/or re-record their message messages can be saved & deleted messages can be forwarded to another phone can access messages remotely from another phone –using a PIN

11. Ring back

12. if the number is engaged the caller is offered the facility to be called when line is free

13. Ring back if the number is engaged the caller is offered the facility to be called when line is free –by pressing a key

14. Ring back if the number is engaged the caller is offered the facility to be called when line is free –by pressing a key saves repeated re-dialling

15. Ring back if the number is engaged the caller is offered the facility to be called when line is free –by pressing a key saves repeated re-dialling Features

16. Ring back if the number is engaged the caller is offered the facility to be called when line is free –by pressing a key saves repeated re-dialling Features system continually tries to connect to busy phone

17. Ring back if the number is engaged the caller is offered the facility to be called when line is free –by pressing a key saves repeated re-dialling Features system continually tries to connect to busy phone when the phone is free, system calls back –usually with a distinctive ringtone

18. Menus

19. pressing digits to make selections by using key tones

20. Menus pressing digits to make selections by using key tones recognition of spoken key words to confirm option choice

21. Menus pressing digits to make selections by using key tones recognition of spoken key words to confirm option choice Features

22. Menus pressing digits to make selections by using key tones recognition of spoken key words to confirm option choice Features options available organised in tree structure,

23. Menus pressing digits to make selections by using key tones recognition of spoken key words to confirm option choice Features options available organised in tree structure, automated instructions given of the options available,

24. Menus pressing digits to make selections by using key tones recognition of spoken key words to confirm option choice Features options available organised in tree structure, automated instructions given of the options available, handset used to key in number for option –ability of the system to interpret key tones,

25. Menus pressing digits to make selections by using key tones recognition of spoken key words to confirm option choice Features options available organised in tree structure, automated instructions given of the options available, handset used to key in number for option –ability of the system to interpret key tones, user follows menu path to the required option,

26. Menus pressing digits to make selections by using key tones recognition of spoken key words to confirm option choice Features options available organised in tree structure, automated instructions given of the options available, handset used to key in number for option –ability of the system to interpret key tones, user follows menu path to the required option, automated voice responds with required information,

27. Menus pressing digits to make selections by using key tones recognition of spoken key words to confirm option choice Features options available organised in tree structure, automated instructions given of the options available, handset used to key in number for option –ability of the system to interpret key tones, user follows menu path to the required option, automated voice responds with required information, option to end call or hear options again,

28. Menus pressing digits to make selections by using key tones recognition of spoken key words to confirm option choice Features options available organised in tree structure, automated instructions given of the options available, handset used to key in number for option –ability of the system to interpret key tones, user follows menu path to the required option, automated voice responds with required information, option to end call or hear options again, opportunity to speak to a real person at any level.

29. Teleconferencing –allows employees to hold meetings at a distance –can involve multiple participants –no need to travel

30. Teleconferencing –allows employees to hold meetings at a distance –can involve multiple participants –no need to travel Fax –send documents at any time

31. Teleconferencing –allows employees to hold meetings at a distance –can involve multiple participants –no need to travel Fax –send documents at any time Call waiting –allows user to know they have a call queued

32. Teleconferencing –allows employees to hold meetings at a distance –can involve multiple participants –no need to travel Fax –send documents at any time Call waiting –allows user to know they have a call queued

33. Call forwarding –transfer the call to a different number or extension

34. Call forwarding –transfer the call to a different number or extension Phone memory –speed dialling –useful to store frequently dialled numbers

35. Call forwarding –transfer the call to a different number or extension Phone memory –speed dialling –useful to store frequently dialled numbers CLI (Calling Line Identity) –display the incoming callers name and number (subscription service on BT)

36. Call forwarding –transfer the call to a different number or extension Phone memory –speed dialling –useful to store frequently dialled numbers CLI (Calling Line Identity) –display the incoming callers name and number (subscription service on BT) Call Register –information (number, date/time) on the last few calls received will be retained and can be displayed.

37. Speaker system –needed if hands free required

38. Speaker system –needed if hands free required Video calling –Videoconferencing

39. Speaker system –needed if hands free required Video calling –Videoconferencing E-mail

40. Speaker system –needed if hands free required Video calling –Videoconferencing E-mail Broadband connection –easy Internet access and voice calls –Instant Messaging (via MSN) –VoIP telephony (via Skype)