Across
- 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.
- 11. A paging system that only uses numbers when sending information to a client’s pager.
- 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.
- 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.
- 17. A paging system that includes letters as well as numbers when sending information to a client’s pager.
Down
- 1. This is what we call the taking message mode in the Infinity Telephone Agent.
- 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.
- 4. This is your Time Stamp. Your time stamp marks the exact time you performed an action.
- 5. When more than two phone lines are open together. Example - when an agent connects together a caller and an on call personnel.
- 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.
- 7. When the call is announced by the agent to the receiving party prior to them accepting the call.
- 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.
- 9. When the system kicks back the message to an operator with a failure/error message.
- 10. In the Catholic Church they are a religious ritual of prayer and ministrations administered to a person who is about to die.
- 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.
- 14. A reminder notification that a call needs further action. This will not be cleared by a client checking in for messages.
- 16. Account specific information, or “Special” temporary information for a client.