The Office Procedures and Technology Chapter 12 Telephone Systems and Procedures Copyright© 2007 Thomson/South-Western

Slide 2 Telephone Systems Topic 12-1 Telephone Technology and Services The telephone plays a key role in communicating at work Data, text, images, video, and voice can be transmitted using telephone channels Office workers should become familiar with changing features and equipment Telecommunications: the electronic transfer of data over a distance Key Term

Slide 3 Telephone Channels Topic 12-1 Telephone Technology and Services Older analog lines are being replaced with digital lines Digital signals transmit large amounts of data at fast speeds Modem: a conversion device for digital and analog data Key Term

Slide 4 Communication Satellites Topic 12-1 Telephone Technology and Services Data relay stations that orbit the earth Play an important role in worldwide communications Satellite dishes receive microwave signals from orbiting satellites

Slide 5 Telephony Topic 12-1 Telephone Technology and Services The integration of computer and telephone technologies Uses new equipment and procedures to improve communications  Two-way video, audio, and computer communications  Conference calling  Access to the Internet and World Wide Web  Management of voice and messages with a touch-tone phone or a personal computer

Slide 6 VoIP Topic 12-1 Telephone Technology and Services Short for voice over Internet protocol, also called Internet voice Allows users to make telephone calls using a high-speed Internet connection instead of standard telephone channels A traditional telephone with an adaptor or a computer with a modem is used to place calls

Slide 7 Centralized Telephone Systems Route calls into and going out of an organization All calls are handled by a single computer or operator switchboard Topic 12-1 Telephone Technology and Services Automated attendant: computerized system for handling telephone calls Key Term

Slide 8 Mobile Telephones Topic 12-1 Telephone Technology and Services Use wireless, radio frequencies to transmit data across geographic areas called cells Also called cell phones and digital phones A camera phone has a built-in camera and can send pictures to other phones A smart phone combines the features of a PDA and a mobile phone

Slide 9 Common Features Topic 12-1 Telephone Technology and Services Common features of telephone systems  Auto redial  Conferencing  Call block  Memory  Caller ID  Speakerphone  Call queuing  and Internet access  Call return  Text messaging  Call waiting  Application programs on smart phones

Slide 10 Conference Calls Topic 12-1 Telephone Technology and Services Have three or more people speaking from different locations May be handled in different ways  User’s own equipment  Operator-dialed service  Dial-in service Videoconferencing transmits voice and video allowing participants to see one another

Slide 11 Features for Impairments Topic 12-1 Telephone Technology and Services Special telephone equipment and services are available for the visually or hearing impaired  Text telephones and telebraille telephones  Large-button phones  Headsets or speakerphones for hands-free operation  Speech amplifiers to make voices louder  Loud bells and flashing lights to signal incoming calls

Slide 12 Focus On … Voice Mail  Uses computers and telephones to record, send, store, and retrieve voice messages  Use is widespread in business Topic 12-1 Telephone Technology and Services  Use your voice mail system effectively  Prepare a 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  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

Slide 13 Facsimile Technology Transfers images using telephone channels Messages are sent/received by fax machines or computers Topic 12-1 Telephone Technology and Services A fax cover sheet should be sent with each fax

Slide 14 Telephone Service Providers A variety of services are available in many price ranges Local telephone company provides local calling service Customers may choose from a variety of providers for long-distance service Mobile phones should be tested in the areas where they will be used to check for signal strength Topic 12-1 Telephone Technology and Services

Slide 15 Effective Telephone Use A company’s workers may receive and place many calls each day Office workers can create a positive or negative impression by their phone use Topic 12-2 Effective Telephone Communications

Slide 16 Making a Favorable Impression Your voice  Tone  Pace  Volume Your speaking skills  Pronunciation  Grammar  Vocabulary Modulation: controlling the volume of speech Key Term Topic 12-2 Effective Telephone Communications

Slide 17 Making a Favorable Impression Your attitude  Attitude is transmitted through your tone and manner of speech  Strive to project a sincere, positive attitude Topic 12-2 Effective Telephone Communications Your attitude is reflected in your voice when you speak to callers

Slide 18 Incoming Calls Answer promptly Identify yourself Assist the caller Conclude the call Topic 12-2 Effective Telephone Communications When answering a call, identify your company and then yourself

Slide 19 Telephone Procedures Screening calls Placing a caller on hold Transferring calls Handling disconnected calls Handling difficult callers Taking messages Topic 12-2 Effective Telephone Communications

Slide 20 Planning Calls Outline points and gather information before making a call  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 Topic 12-2 Effective Telephone Communications

Slide 21 Time Zones Be aware of time zone differences when placing long-distance calls International calls may require calling before or after your normal business hours Time zone information and time converters are available on Web sites Topic 12-2 Effective Telephone Communications

Slide 22 Time Zones Topic 12-2 Effective Telephone Communications This Web site provides the official U.S. time in various time zones Source:

Slide 23 Local directories  White pages  Yellow pages  Blue pages Personal and company directories Electronic directories Directory assistance Using Directories Topic 12-2 Effective Telephone Communications

Slide 24 Long-Distance Service Topic 12-2 Effective Telephone Communications Direct-dial calls Specialized long-distance calls  Person-to-person calls  Collect calls  Conference calls Telephone cards Toll-free service

Slide 25 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 Topic 12-2 Effective Telephone Communications