Operator console training handout

Overview

Receptionists wield transfer, park, and emergency tools under stress. A one-pager reduces mis-transfers and abandoned calls.

Topics

• Blind vs attended transfers; executives prefer attended—confirm availability first.
• Park slots naming conventions; timeout recall behavior.
• Hunt group overflow vs IVR—when to escalate to security on lobby phone.
• After-hours night bell routing test quarterly.

Scenarios

Practice VIP caller ID handling, language line conference bridge, 911 handoff without panic hang-up.

Physical ergonomics

Dual monitors, wireless headset pairing reset steps taped under desk—not locked in Confluence only.

Metrics managers see

Average ring time, abandoned rate, missed VIP count—tie training refreshers to data.

Versioning

Date printed footer; Ops emails when Teams feature changes alter button layout.