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The Office Procedures and Technology Chapter 12 Telephone Systems and Procedures Copyright 2003 by South-Western, a division of Thomson Learning Transmitting Information Using Telephone Technology Telecommunications Telephone lines Satellite Electronic transfer of information over a dishes distance Older analog lines are being replaced with Communication satellites receive digital Many of information can be sent microwave Playforms anlines important role in worldwide signals electronically Digital signals transmit large amounts of data communications from fast speeds and video orbiting Voice Communicate with satellite earth stations to Key Term data transmit Datasatellites andand textreceive Modem: a conversion device for Images at digital and analog data Topic 12-1 Telephone Technology and Services Slide 2 Image Communication Systems Facsimile technology Transfers images Videoconferencing electronically using telephone lines Allows two-way voice and video communication Features between people at different locations A fax cover Procedures Web conferences may be conducted using sheet should be sent with computers and a private computer network or the each fax Internet transmission Topic 12-1 Telephone Technology and Services Slide 3 Voice Communication Systems Centralized systems Route calls into and going out ofsystems an Common features of telephone organization Auto Voiceredial mail systems Call waiting Allblock calls are handled by a single computer or Call Conferencing Messagingtelephone systems that use computers and Specialized equipment operator switchboard Caller ID Memory telephones Mobile telephone equipment Conference call services Call queuing Speakerphone Key Term Can record, send, store, and retrieve voice Features for impairments Call return Automated attendant: computerized Operator-dialed service messages system for handling telephone calls Dial-in service Topic 12-1 Telephone Technology and Services Slide 4 Telephone Service Providers Offer a variety of equipment in many price ranges A sample of one Local telephone company provides local call long-distance carrier’s rate service periods for Customers direct-dial calls may choose from a variety of providers for long-distance service Topic 12-1 Telephone Technology and Services Slide 5 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 Focus On … Voice Mail A computerized voicesystem messaging system Use your voice mail effectively Use is a widespread in message business Prepare a complete and professional message Leave professional thename, message yourself Proper must be followed to avoid Record Stateprocedures your your telephone number, and creating a negative impression reason fortothe call the Refer callers someone else if you will be out for several days Speak slowly and distinctly Check your mailnames frequently Spell out anyvoice difficult Return calls as soon as Do not communicate badpossible news in a message Answer your telephone most of the time rather than letting voice mail answer Topic 12-1 Telephone Technology and Services Slide 7 Making a Favorable First Impression Your voice Your speaking skills Tone Your attitude Pronunciation Pace Your attitude is reflected in Volume yourisvoice Grammar Attitude transmitted through your tone and when manner Vocabulary ofyou speech Key Term speak to Modulation: controlling the volume Strivecallers to project a of sincere, speech positive attitude Topic 12-2 Effective Telephone Communications Slide 8 Incoming Telephone Communications Proper telephone techniques Information on Effective procedures Answertelephone promptly a message Giving information Screening calls Identify yourself form should recorded Handling difficult Placing a be caller oncallers hold Assist the caller accurately and Handlinglegibly personal Transferring Conclude thecalls call telephone Taking messages Handling a disconnected Topic 12-2 Effective Telephone Communications calls call Slide 9 Outgoing Telephone Communications Planning calls Time zones Dates and times of meetings or events that relate thezones call in other cities to ensure that Checkto time calls are placed during business/office hours Documents that relate to the topic This Web site providescalls International may require calling before or Questions youthe want to ask official U.S. after your normal Pen and paper forbusiness notes hours time in various time zones Topic 12-2 Effective Telephone Communications Slide 10 Outgoing Telephone Communications Using directories Local directories Long-distance service and company Personal Direct-dial calls Toll-free service directories Computerized directories calls Specialized long-distance Directory assistancecalls Person-to-person Collect calls Conference calls Telephone credit cards Topic 12-2 Effective Telephone Communications Slide 11 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
