Core Phone System Procedures and Processes

[Shahzad_Ismail]

Note: This article is designed to be device agnostic - showing the processes within the Inteliquent system.

Place Call

Use this process to place an outgoing call.

1. With the dial-pad, enter the extension or the ten digit number you wish to dial.
2. Press the HEADSET key to place the call through your attached headset.
3. Press the SPEAKERPHONE key to place the call through your speakerphone.
4. Press the NEW CALL, DIAL, or CALL soft key to place the call through your handset. 
   
   

Receive Call

Follow the process shown in the video below to answer an incoming call:

The main steps are outlined below:

1. The phone will alert you to an incoming call with a ring tone, as well as information on the display screen, such as inbound Caller ID.
2. While the phone is ringing, do one of the following steps to answer.
3. Press the SPEAKERPHONE key or ANSWER soft key to answer via speakerphone.
4. Press the HEADSET key to answer via attached headset.
5. Lift up the receiver to answer by Handset.
   
   

End Call

Follow the process shown in the video below to terminate an active call:

The main steps are outlined below:

1. Press the HEADSET key to terminate a headset call.
2. Press the SPEAKERPHONE key to terminate a speakerphone call.
3. Press the END CALL soft key key to terminate any call. 
4. Place the handset on the receiver to terminate a handset call.
   
   

Hold / Resume

Follow the process shown in the video below to place an active call on hold or retrieve a held call:

The main steps are outlined below:

While on an active call:

1. Press the HOLD soft key or the HOLD button (if available)

To retrieve a held call:

1. Navigate on the screen to select which held call to resume.
2. Press the HOLD button (if available) or the RESUME or RETRIEVE soft key.
   
   

Call Park / Park Retrieve

Use this process to park a call that can later be retrieved from another device in the same PBX.
  

While on an active call:

1. Place the call on hold and press the CALL PARK or PARK soft key or dial *68
2. The audio prompts will ask for an extension upon which to park the call.  Enter a valid extension and then the '#' key to park the call on that extension.

To retrieve a parked call:

1. Dial *88 from the phone.
2. Lift the handset or press the SPEAKERPHONE key to dial the number entered.
3. The audio prompt will ask you to enter the extension upon which the call is parked.  Enter it and the '#' key to make the parked call your active call.
   
   

Consultative Transfer

Follow the process shown in the video below to transfer an active call to another extension or outside number, while announcing the call to the next party:

The main steps are outlined below:

1. While the call is still active, press the TRANSFER key or the TRANSFER soft key.  This will place the call on hold automatically.
2. Dial the extension or the ten digit outside number you wish to reach and press DIAL or SEND to place the call.
3. When the other party answers, announce the caller to the second party.
4. Complete the transfer to the second party by pressing the TRANSFER key or TRANSFER soft key.

Note: You can press the CANCEL key at any time before the transfer is complete to take the held call back as your active call.

Blind Transfer

Follow the process shown in the video below to transfer an active call to another extension or outside number, and move the incoming caller-ID with it:

The main steps are outlined below:

1. While the call is still active, hold the TRANSFER key or the TRANSFER soft key.  This will place the call on hold automatically.
2. Select "Blind" as the option for transfer.
3. Dial the extension or the ten digit outside number you wish to reach and press DIAL or SEND to place the call.
   
   

Three-Way Call (Ad-hoc Conference)

Follow the process shown in the video below to transfer an active call to another extension or outside number, while announcing the call to the next party:

The main steps are outlined below:

1. While the call is still active, press the CONFERENCE soft key.  This will place the call on hold automatically.
2. Dial the extension or the ten digit outside number you wish to reach and press DIAL or SEND to place the call.
3. When the other party answers, announce the intent to bring the parties together to the second party.
4. Complete the conference by pressing the CONFERENCE key.