Handle calls in Zylinc Team Center

Team Center has a calls overview that displays each active call on a separate row with information about:

• Who the call is for

• Who the caller is

• The status of the call

• How long the call has lasted

If you answer a call that was originally intended for a colleague, you'll also be able to view the colleague's name.

It's your Zylinc administrator who defines if you can view and answer colleagues' calls, and your Team Center may have been set up so that you can view some colleagues' calls, but not other colleagues'.

Information about calls that concern you are highlighted in bold letters.

Information about calls to colleagues appear in normal letters if you don't have any calls yourself, and in gray letters if you're handling another call.

The number of calls that you're able to handle at a time depends on how many calls your phone device can handle.

If you want to call somebody, you have two options:

• Find the required person (see View people, resources, and availability), select the number that you want to call (for example the person's office number or mobile number), and then click the Call button

  

• Click the Dial Number button, enter the required number, and click OK

To answer a call to yourself, select the call in the calls overview, and then click Answer Own Call.

There are keyboard shortcuts for common tasks in Team Center, for example you can press RETURN on your keyboard to answer a call. See Use keyboard shortcuts in the following.

To answer a call that was originally intended for a colleague, select the call, and then click Answer Call to [name of colleague].

To put an ongoing call on hold, select it in the calls overview, and then click Hold.

To resume the call, select it, and then click Resume.

If you have another active call, that call will be put on hold when you resume the first call.

If you want to transfer a call, you have several options:

• Select the call in the calls overview, then select the phone number of the required person, and click Direct Transfer.

  

  This type of transfer is also known as unattended transfer, cold transfer, or blind transfer, because you transfer the call without talking with the receiving person first.

• Select the call in the calls overview, and then click Transfer to, enter the required number, and click OK.

• Put the call that you want to transfer on hold. Then make another call to the colleague who should get the first call (the one that's on hold). When the colleague answers, let them know that you'll transfer a call to them, and then click Transfer Own Call. When you do that, you pair your colleague with the caller, and you're no longer part of the call yourself.

  This type of transfer is also known as attended transfer or warm transfer, because you talk with the receiving person before you transfer the call to them.

• If your phone system supports it, you can transfer an ongoing call to a colleague's voicemail: Select the required colleague, then select the call in the calls overview, and click Transfer to voice mail.

Forwarding is the ability to set a state on a phone number, so that when the phone number receives a call, it'll not start to ring, but the call will be directed to some other phone number.

If you want to forward calls, you have several options:

• Forward your own calls to a colleague: Click Toggle Own Forward, and specify details about the number that your calls should automatically be forwarded to.

  To stop the forwarding, click the toggle button again.

• Forward a colleague's calls to another colleague: Select the colleague whose calls should be forwarded, then click Toggle Forward for, and specify details about the number that the colleague's calls should automatically be forwarded to.

  

You can also redirect an incoming call, that's intended for you, to a colleague:

• Don't answer the call—instead, just select it in the calls overview. Then select the colleague who you think will be better at handling the call, and click Redirect Own Call. The call will then go to your colleague instead of you.

If you need to enter numbers during a call, for example if you're met with an Interactive Voice Response (IVR) menu, click the Keypad button.

You can speed up your use of Team Center if you use keyboard shortcuts, such as RETURN to answer a call.

• To view a list of all keyboard shortcuts, select Help > Shortcuts in the top menu
• To display shortcuts in the Team Center user interface (a great help until you've memorized the shortcuts that you use most often), select Help > Show shortcuts under buttons in the top menu