This document outlines phone system training for Customer Service Associates on the ShoreTel phone system used at Salud Family Health Centers. It covers answering calls, making calls, transferring calls, and provides references for more information. The training focuses on the 100 Series phones and covers picking up and using the headset, appropriate greetings, dialing 9 for outside lines, using the directory to find internal contacts, and transferring calls by pushing the transfer button and dialing an extension number.

1. CSA Training
Intro Series
Phone System: ShoreTel

2. CSA Training
100 Series
Phones

3. CSA Training
100 Series
Phones

4. CSA Training
100 Series
Phones

5. CSA Training
100 Series
Phones

6. CSA Training
100 Series
Phones

7. CSA Training
100 Series
Phones

8. CSA Training
100 Series
Answering
• Pick Up Head Set
– Use Speaker (only use when appropriate)
• Greeting:
– Salud Family Health Centers this is ‘your name,’
how may I help you?

9. CSA Training
100 Series
Making a Call
• Dial 9 to get an outside line
• Internal Calls: Use Directory
– Use the Directory button to search/find
– Click ‘Dial’ on the screen

10. CSA Training
100 Series
Phones

11. CSA Training
100 Series
Transferring a Call
• While on the call
– Push Transfer button
– Punch in Extension number
– Transfer on the screen buttons

12. CSA Training
100 Series
Mode Handling

13. CSA Training
100 Series
More Information
• Manual found on intranet