![Page 1: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/1.jpg)
G063 - ICT & Telephone Systems
![Page 2: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/2.jpg)
By the end of this topic you should be able to:
• describe the use of ICT in telephone systems
Learning Objective:
![Page 3: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/3.jpg)
Voicemail
![Page 4: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/4.jpg)
Voicemail• allows message to be left if line engaged or person not
available to answer the phone
![Page 5: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/5.jpg)
Voicemail• allows message to be left if line engaged or person not
available to answer the phone
Features
![Page 6: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/6.jpg)
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 …..”
![Page 7: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/7.jpg)
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
![Page 8: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/8.jpg)
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
![Page 9: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/9.jpg)
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
![Page 10: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/10.jpg)
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
![Page 11: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/11.jpg)
Ring back
![Page 12: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/12.jpg)
Ring back• if the number is engaged the caller is offered the facility to
be called when line is free
![Page 13: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/13.jpg)
Ring back• if the number is engaged the caller is offered the facility to
be called when line is free – by pressing a key
![Page 14: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/14.jpg)
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
![Page 15: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/15.jpg)
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
![Page 16: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/16.jpg)
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
![Page 17: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/17.jpg)
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
![Page 18: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/18.jpg)
Menus
![Page 19: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/19.jpg)
Menus• pressing digits to make selections by using key ‘tones’
![Page 20: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/20.jpg)
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
![Page 21: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/21.jpg)
Menus• pressing digits to make selections by using key ‘tones’ • recognition of spoken key words to confirm option choice
Features
![Page 22: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/22.jpg)
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,
![Page 23: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/23.jpg)
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,
![Page 24: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/24.jpg)
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’,
![Page 25: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/25.jpg)
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,
![Page 26: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/26.jpg)
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,
![Page 27: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/27.jpg)
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,
![Page 28: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/28.jpg)
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.
![Page 29: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/29.jpg)
• Teleconferencing– allows employees to hold meetings at a distance
– can involve multiple participants
– no need to travel
![Page 30: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/30.jpg)
• Teleconferencing– allows employees to hold meetings at a distance
– can involve multiple participants
– no need to travel
• Fax– send documents at any time
![Page 31: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/31.jpg)
• 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
![Page 32: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/32.jpg)
• 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
![Page 33: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/33.jpg)
• Call forwarding– transfer the call to a different number or extension
![Page 34: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/34.jpg)
• Call forwarding– transfer the call to a different number or extension
• Phone memory– speed dialling– useful to store frequently dialled numbers
![Page 35: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/35.jpg)
• 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)
![Page 36: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/36.jpg)
• 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.
![Page 37: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/37.jpg)
• Speaker system– needed if hands free required
![Page 38: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/38.jpg)
• Speaker system– needed if hands free required
• Video calling– Videoconferencing
![Page 39: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/39.jpg)
• Speaker system– needed if hands free required
• Video calling– Videoconferencing
![Page 40: 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:](https://reader035.vdocuments.us/reader035/viewer/2022070306/55170807550346fe558b51e1/html5/thumbnails/40.jpg)
• 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)