g063 - ict & telephone systems. by the end of this topic you should be able to: describe the use...
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G063 - ICT & Telephone Systems
By the end of this topic you should be able to:
• describe the use of ICT in telephone systems
Learning Objective:
Voicemail
Voicemail• allows message to be left if line engaged or person not
available to answer the phone
Voicemail• allows message to be left if line engaged or person not
available to answer the phone
Features
Voicemail• allows message to be left if line engaged or person not
available to answer the phone
Features
• personalised messages can be unique to individuals or departments– “you have reached the number for …..”
Voicemail• allows message to be left if line engaged or person not
available to answer the phone
Features
• personalised messages can be unique to individuals or departments– “you have reached the number for …..”
• caller can listen to, and/or re-record their message
Voicemail• allows message to be left if line engaged or person not
available to answer the phone
Features
• personalised messages can be unique to individuals or departments– “you have reached the number for …..”
• caller can listen to, and/or re-record their message
• messages can be saved & deleted
Voicemail• allows message to be left if line engaged or person not
available to answer the phone
Features
• personalised messages can be unique to individuals or departments– “you have reached the number for …..”
• caller can listen to, and/or re-record their message
• messages can be saved & deleted
• messages can be forwarded to another ‘phone
Voicemail• allows message to be left if line engaged or person not
available to answer the phone
Features• personalised messages can be unique to individuals or
departments– “you have reached the number for …..”
• caller can listen to, and/or re-record their message• messages can be saved & deleted• messages can be forwarded to another ‘phone• can access messages remotely from another ‘phone
– using a PIN
Ring back
Ring back• if the number is engaged the caller is offered the facility to
be called when line is free
Ring back• if the number is engaged the caller is offered the facility to
be called when line is free – by pressing a key
Ring back• if the number is engaged the caller is offered the facility to
be called when line is free – by pressing a key
• saves repeated re-dialling
Ring back• if the number is engaged the caller is offered the facility to
be called when line is free – by pressing a key
• saves repeated re-dialling
Features
Ring back• if the number is engaged the caller is offered the facility to
be called when line is free – by pressing a key
• saves repeated re-dialling
Features
• system continually tries to connect to ‘busy’ ‘phone
Ring back• if the number is engaged the caller is offered the facility to
be called when line is free – by pressing a key
• saves repeated re-dialling
Features
• system continually tries to connect to ‘busy’ ‘phone
• when the phone is free, system calls back– usually with a distinctive ringtone
Menus
Menus• pressing digits to make selections by using key ‘tones’
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
Features
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
Features
• options available organised in tree structure,
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
Features
• options available organised in tree structure,
• automated instructions given of the options available,
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
Features
• options available organised in tree structure,
• automated instructions given of the options available,
• handset used to key in number for option– ability of the system to interpret key ‘tones’,
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
Features
• options available organised in tree structure,
• automated instructions given of the options available,
• handset used to key in number for option– ability of the system to interpret key ‘tones’,
• user follows menu path to the required option,
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
Features
• options available organised in tree structure,
• automated instructions given of the options available,
• handset used to key in number for option– ability of the system to interpret key ‘tones’,
• user follows menu path to the required option,
• automated voice responds with required information,
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
Features
• options available organised in tree structure,
• automated instructions given of the options available,
• handset used to key in number for option– ability of the system to interpret key ‘tones’,
• user follows menu path to the required option,
• automated voice responds with required information,
• option to end call or hear options again,
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
Features
• options available organised in tree structure,
• automated instructions given of the options available,
• handset used to key in number for option– ability of the system to interpret key ‘tones’,
• user follows menu path to the required option,
• automated voice responds with required information,
• option to end call or hear options again,
• opportunity to speak to a ‘real’ person at any level.
• Teleconferencing– allows employees to hold meetings at a distance
– can involve multiple participants
– no need to travel
• Teleconferencing– allows employees to hold meetings at a distance
– can involve multiple participants
– no need to travel
• Fax– send documents at any time
• Teleconferencing– allows employees to hold meetings at a distance
– can involve multiple participants
– no need to travel
• Fax– send documents at any time
• Call waiting– allows user to know they have a call queued
• Teleconferencing– allows employees to hold meetings at a distance
– can involve multiple participants
– no need to travel
• Fax– send documents at any time
• Call waiting– allows user to know they have a call queued
• Call forwarding– transfer the call to a different number or extension
• Call forwarding– transfer the call to a different number or extension
• Phone memory– speed dialling– useful to store frequently dialled numbers
• Call forwarding– transfer the call to a different number or extension
• Phone memory– speed dialling– useful to store frequently dialled numbers
• CLI (Calling Line Identity) – display the incoming caller’s name and number
(subscription service on BT)
• Call forwarding– transfer the call to a different number or extension
• Phone memory– speed dialling– useful to store frequently dialled numbers
• CLI (Calling Line Identity) – display the incoming caller’s name and number
(subscription service on BT)
• Call Register– information (number, date/time) on the last few calls
received will be retained and can be displayed.
• Speaker system– needed if hands free required
• Speaker system– needed if hands free required
• Video calling– Videoconferencing
• Speaker system– needed if hands free required
• Video calling– Videoconferencing
• Speaker system– needed if hands free required
• Video calling– Videoconferencing
• E-mail• Broadband connection
– easy Internet access and voice calls– Instant Messaging (via MSN)– VoIP telephony (via Skype)