Elements and Performance Criteria
- Use telephony system
- Telephony system is accessed and set up in accordance with organisational procedures
- Telephony system is operated in accordance with manufacturer's instructions
- Appropriate lines are accessed in accordance with organisational procedures
- Standard agency answering protocols are applied for emergency calls and general enquiries
- System functions are used appropriately to ensure caller status is maintained
- Systems and other interfaces are accessed to locate and record information
- Telephony system is controlled and coordinated to ensure equitable access and prioritisation of operations
- Calls are terminated in accordance with organisational procedures
- Identify faults in the telephony system