1. The Office Procedures and Technology
Chapter 12
Telephone Systems and Procedures
Copyright 2003 by South-Western, a division of Thomson Learning

2. Transmitting Information Using Telephone Technology
Satellite dishes receive microwave signals from orbiting satellites
Telecommunications
Electronic transfer of information over a distance
Many forms of information can be sent electronically
Voice and video
Data and text
Images
Telephone lines
Older analog lines are being replaced with digital lines
Digital signals transmit large amounts of data at fast speeds
Communication satellites
Play an important role in worldwide communications
Communicate with satellite earth stations to transmit and receive data
Modem: a conversion device for digital and analog data
Key Term
Topic 12-1 Telephone Technology and Services Slide 2

3. Image Communication Systems
Facsimile technology
Transfers images electronically using telephone lines
Features
Procedures
Videoconferencing
Allows two-way voice and video communication between people at different locations
Web conferences may be conducted using computers and a private computer network or the Internet
A fax cover sheet should be sent with each fax transmission
Topic 12-1 Telephone Technology and Services Slide 3

4. Voice Communication Systems
Centralized systems
Route calls into and going out of an organization
All calls are handled by a single computer or operator switchboard
Common features of telephone systems
Voice mail systems
Messaging systems that use computers and telephones
Can record, send, store, and retrieve voice messages
Auto redial
Call waiting
Call block
Conferencing
Caller ID
Memory
Call queuing
Speakerphone
Call return
Specialized telephone equipment
Mobile telephone equipment
Features for impairments
Conference call services
Operator-dialed service
Dial-in service
Automated attendant: computerized system for handling telephone calls
Key Term
Topic 12-1 Telephone Technology and Services Slide 4

5. Telephone Service Providers
A sample of one long-distance carrier’s rate periods for direct-dial calls
Offer a variety of equipment in many price ranges
Local telephone company provides local call service
Customers may choose from a variety of providers for long-distance service
Topic 12-1 Telephone Technology and Services Slide 5

6. Integration of Telecommunications Technologies
Telephony
The integration of computer and telephone technologies
Integrated Services Digital Network (ISDN)
A set of interface standards
Enables many types of computers and electronic devices to communicate
Topic 12-1 Telephone Technology and Services Slide 6

7. Focus On … Voice Mail A computerized voice messaging system
Use is widespread in business
Proper procedures must be followed to avoid creating a negative impression
Use your voice mail system effectively
Prepare a complete and 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
Answer your telephone most of the time rather than letting voice mail answer
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
Topic 12-1 Telephone Technology and Services Slide 7

8. Making a Favorable First Impression
Your voice
Tone
Pace
Volume
Your attitude is reflected in your voice when you speak to callers
Your speaking skills
Pronunciation
Grammar
Vocabulary
Your attitude
Attitude is transmitted through your tone and manner of speech
Strive to project a sincere, positive attitude
Modulation: controlling the volume of speech
Key Term
Topic 12-2 Effective Telephone Communications Slide 8

9. Incoming Telephone Communications
Proper telephone techniques
Answer promptly
Identify yourself
Assist the caller
Conclude the call
Information on a message form should be recorded accurately and legibly
Effective telephone procedures
Screening calls
Placing a caller on hold
Transferring calls
Handling a disconnected call
Giving information
Handling difficult callers
Handling personal telephone calls
Taking messages
Topic 12-2 Effective Telephone Communications Slide 9

10. Outgoing Telephone Communications
Planning calls
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
Time zones
Check time zones in other cities to ensure that calls are placed during business/office hours
International calls may require calling before or after your normal business hours
This Web site provides the official U.S. time in various time zones
Topic 12-2 Effective Telephone Communications Slide 10

11. Outgoing Telephone Communications
Using directories
Local directories
Personal and company directories
Computerized directories
Directory assistance
Long-distance service
Direct-dial calls
Specialized long-distance calls
Person-to-person calls
Collect calls
Conference calls
Telephone credit cards
Toll-free service
Topic 12-2 Effective Telephone Communications Slide 11

12. 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
Learn to use the features of your telephone system
Topic 12-2 Effective Telephone Communications Slide 12