Unit 107

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Unit 107 Make and Receive Telephone calls
Outcome 1: Understand how to make telephone calls.
1.1: Describe the different features of telephone systems and how to use them. Modern telephone systems offer a variety of features. Some are essential communication tools; other features that people will likely use on a more discretionary basis. One common and frequently used feature of today’s telephone systems is voice mail. If you can’t take am incoming call, voice mail allows callers to record messages which you can access at your convenience. An auto-attendant feature, useful for businesses, consists of a centralized recorded message to greet callers and direct their calls to the right numbers. You can use a phone systems conference – calling feature to allow a number of people to participate in a call at the same time. Each system allows different numbers of people to participate, and all remain on the call until they hang up. Telephone systems offer various features for managing incoming calls, one useful feature is call transfer, which allows me to transfer calls from my number to another number. Another much used feature is call holding if you are on the phone and receive an incoming call, you can put the first call on hold and attend to the second call. One more feature within the trust is call mute/secrecy, with allows me to mute the call so that the person on the other end of the phone can’t hear what I’m discussing, which helps with confidentiality because they can’t hear client or patient information. 1.2: Give reasons for identifying the purpose of a call before making it. It is important to identify the features of the call before making it because when I make the call I will sound professional and in control. Also I can have information with me which I might need and I can prepare questions to ask and to get the necessary details which I may require, so that you would not waste my time and the other persons time. There is no point in communication...
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