The Office Procedures and Technology

Transcription

1 The Office Procedures and Technology Chapter 12 Telephone Systems and Procedures Copyright 2003 by South-Western, a division of Thomson Learning

2 Transmitting Information Using Telephone Technology Telecommunications Telephone Electronic Satellite lines transfer of information over a distance dishes Communication Older analog lines are being replaced with receive satellites Many digital forms lines Play microwave an important of information role worldwide can be sent electronically Digital signals communications signals transmit large amounts of data at from Voice fast speeds Communicate orbiting and video with satellite earth stations to Key Term Data transmit satellites and and text receive data Images Modem: a conversion device for digital and analog data Topic 12-1 Telephone Technology and Services Slide 2

3 Image Communication Systems Facsimile technology Videoconferencing Transfers images electronically using telephone lines Allows two-way voice and video communication Features between people at different locations A fax cover sheet Procedures Web should conferences may be conducted using be sent computers with and a private computer network or the each fax Internet transmission Topic 12-1 Telephone Technology and Services Slide 3

4 Voice Communication Systems Centralized systems Common Route calls features into and of telephone going out of systems an organization Voice Auto redial mail systems Call waiting Call All block calls are handled Conferencing by a single computer or Specialized operator Messaging switchboard telephone systems that equipment use computers and Caller ID Memory telephones Conference Call Mobile queuing telephone call services equipment Speakerphone Key Term Can record, send, store, and retrieve voice Call Features Operator-dialed return for impairments service Automated attendant: computerized messages system for handling telephone calls Dial-in service Topic 12-1 Telephone Technology and Services Slide 4

5 Telephone Service Providers Offer a variety of equipment in many price ranges A sample of one Local long-distance telephone company provides local call service carrier s rate 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

6 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

7 Focus On Voice Mail A Use computerized your voice mail voice system messaging effectively system Use Leave is a widespread professional in business message Proper Record procedures the message must yourself be followed to avoid creating the reason a negative for the impression call Prepare a complete and professional message State your name, your telephone number, and Refer callers to someone else if you will be out for Speak several slowly days and distinctly Check Spell out your any voice difficult mail names frequently Return Do not communicate calls as soon as bad possible 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

8 Making a Favorable First Impression Your voice Your Tone speaking skills Pace Pronunciation Your attitude Your attitude is reflected in Volume Grammar Attitude your is voice transmitted through your tone and Key Term Vocabulary manner when of you speech speak to callers Modulation: controlling the volume of speech Strive to project a sincere, positive attitude Topic 12-2 Effective Telephone Communications Slide 8

9 Incoming Telephone Communications Proper telephone techniques Effective Answer telephone promptly Information on procedures a message Identify Screening Giving information yourself form calls should Assist Placing Handling the a be caller difficult recorded on callers hold accurately and Conclude Transferring Handling legibly personal the calls telephone calls Handling Taking messages a disconnected call Topic 12-2 Effective Telephone Communications Slide 9

10 Outgoing Telephone Communications Planning calls Time Dates zones and times of meetings or events that relate Check to time the zones call in other cities to ensure that Documents calls are This placed Web that site during relate to business/office the topic hours Questions International provides you calls the want may to ask require calling before or official U.S. Pen after and your time paper normal in various for business notes hours time zones Topic 12-2 Effective Telephone Communications Slide 10

11 Outgoing Telephone Communications Using directories Long-distance Local directories service Personal and company directories Toll-free Direct-dial service calls Computerized Specialized long-distance directories calls Directory assistance Person-to-person calls Collect calls Conference calls Telephone credit cards Topic 12-2 Effective Telephone Communications Slide 11

12 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