DG 6 Terms

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Across
  1. 2. This is what we call it when a client calls in to let us know they are out of the office for the day, or if they step out of the office or into a meeting, etc.
  2. 11. A paging system that only uses numbers when sending information to a client’s pager.
  3. 13. Also known as Call Patching/Cross Connect/X-connect/Cold Transfer/Warm transfer is the process by which a Telephone Answering Service agent answers an incoming call and then “transfers” or “patches” the call thru to another line. The agent can facilitate the transfer process and provide a “warm” transfer in which the call is announced by the agent to the receiving party prior to them accepting the call.
  4. 15. The call is not announced by the agent to the receiving party prior to them accepting the call. Instead, they are usually connected when the line dialed starts ringing.
  5. 17. A paging system that includes letters as well as numbers when sending information to a client’s pager.
Down
  1. 1. This is what we call the taking message mode in the Infinity Telephone Agent.
  2. 3. This is what we call it when a client calls in to let us know they are back in the Office or back from a meeting, etc.
  3. 4. This is your Time Stamp. Your time stamp marks the exact time you performed an action.
  4. 5. When more than two phone lines are open together. Example - when an agent connects together a caller and an on call personnel.
  5. 6. A reminder notification that a call needs further action. This will be cleared by a client checking in for messages, or if the message is relayed.
  6. 7. When the call is announced by the agent to the receiving party prior to them accepting the call.
  7. 8. An informal written brief, note, record or summary used as a means of communication or to outline the terms of an agreement; usually between employees of a business office. Often called a memo.
  8. 9. When the system kicks back the message to an operator with a failure/error message.
  9. 10. In the Catholic Church they are a religious ritual of prayer and ministrations administered to a person who is about to die.
  10. 12. The calls that get sent to an agent where the caller has hung up during the greeting; When an agent is on an account but not actively talking on an open line.; Repeat that needs to be dispatched or cues that need to be handled.
  11. 14. A reminder notification that a call needs further action. This will not be cleared by a client checking in for messages.
  12. 16. Account specific information, or “Special” temporary information for a client.