jump to navigation

transfer the call August 13, 2008

Posted by That Guy in Did I Hear That Right?.

Dramatis Personae:

Alexander: a crabby fiftysomething person who sits one cubicle up and three cubicles over from me.
Bethany: a nice, sarcastically-funny person, nominally subordinate to Alexander, who sits eight feet away from him at her own cubicle.
Charles: a person in another department, three rooms away.

The Facts Are These:

At Corporatespeak Headquarters, a new phone system was recently installed. It’s had its bumps and bruises, but it’s a really good system with some cool features.

No one wants to learn how to use it properly.

Alexander got a call from Charles about a project they’re working. Alexander told Charles that he needed to speak to Bethany, who could answer his question. He put Charles on hold and told Bethany “Charles is on the phone. My extension.” Bethany, who did bother to learn a good chunk of how to use the phone system, said, “you have to transfer it to me. I can’t take it from you.” Instead of transferring the call, Alexander told her to just call Charles back and hung up on him. Bethany called Charles and they figured out what they needed to figure out.

Now, it is actually possible to take a call from someone else’s phone. The thing is, you can’t put the caller on hold. You have to put them in “park”. (As if you haven’t guessed, the system was installed by Avaya, who also provided a lot of good training and a simplified, five-page manual for every person.) Once the call is parked, anyone in the entire building can pick it up. To do that, you scroll through the phone menu, press “Call Park”, then tell the other person what extension the call is parked on. Then the other person presses “Park Retrieve” to pick up the call using the six-digit “extended” extension (for lack of a better term).

Or Charles could’ve just pressed “Transfer”, then Bethany’s three-digit extension, then waited for it to ring, then pressed “Transfer” again. Three seconds. Max.

It is alarming when people refuse to learn to use new technology because they liked the old ways better. Either change with the times or get left behind. Someday your contract won’t save you, Charles.



No comments yet — be the first.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s

%d bloggers like this: