Following Instructions

Sonya attends a big university and has received these instructions for using the university telephones.

Local Calls

(All numbers in the local calling area except campus numbers.)

What You Do What You Hear
1) Lift the receiver from the cradle. Dial Tone
2) Dial "9" plus the desired number. Ringing

Note: During periods of heavy telephone use, for instance inclement weather, you may hear a queuing tone or queuing announcement after dialing the number. Stay on the line. The system is looking for a free line and will place your call as soon as one becomes available.

Sonya picked up the receiver, heard the dial tone and dialed her number, but nothing happened. Why did her call not go through?
1. She did not wait for the dial tone.
2. She did not dial 9 first.
3. She dialed the wrong number.
Sonya attends a big university and has received these instructions for using the university telephones.

Local Calls

(All numbers in the local calling area except campus numbers.)

What You Do What You Hear
1) Lift the receiver from the cradle. Dial Tone
2) Dial "9" plus the desired number. Ringing

Note: During periods of heavy telephone use, for instance inclement weather, you may hear a queuing tone or queuing announcement after dialing the number. Stay on the line. The system is looking for a free line and will place your call as soon as one becomes available.

After dialing 9 plus the number, Sonya heard an odd tone instead of a ring or busy signal. What happened?
1. She made a mistake.
2. The telephone is probably broken.
3. All the telephone lines were busy, and her call went to a queuing system and will go through as soon as a free line becomes available.
Sonya attends a big university and has received these instructions for using the university telephones.

Local Calls

(All numbers in the local calling area except campus numbers.)

What You Do What You Hear
1) Lift the receiver from the cradle. Dial Tone
2) Dial "9" plus the desired number. Ringing

Note: During periods of heavy telephone use, for instance inclement weather, you may hear a queuing tone or queuing announcement after dialing the number. Stay on the line. The system is looking for a free line and will place your call as soon as one becomes available.

Sonya heard a queuing tone after dialing, what should she do next?
1. Wait on the line until her call goes through.
2. Hang up and dial again.
3. Hang up and try again later.
Sonya attends a big university and has received these instructions for using the university telephones.

Local Calls

(All numbers in the local calling area except campus numbers.)

What You Do What You Hear
1) Lift the receiver from the cradle. Dial Tone
2) Dial "9" plus the desired number. Ringing

Note: During periods of heavy telephone use, for instance inclement weather, you may hear a queuing tone or queuing announcement after dialing the number. Stay on the line. The system is looking for a free line and will place your call as soon as one becomes available.

Why does the University have a queuing system?
1. To let students know the university is big.
2. To let students get a call through even at busy times without having to hang up and try again and again.
3. To let students know their calls are important.
Sarah works in a busy office, and has received these instructions for forwarding telephone calls.

• Call forward-Follow Me: This feature allows you to temporarily direct all calls on your phone to another phone.

1. Lift the receiver.
2. Touch the call-forward button.
3. Dial the extension to be forwarded to.
4. Listen for a confirmation tone, and a green light will appear on the call forward button.
5. Replace the receiver.

Sarah tried to transfer a call. She dialed the extension to be forwarded to, then hung up. A few minutes later, an angry customer called back and said that she hung up on him. What did she forget to do?
1. Dial the correct extension.
2. Listen for a conformation tone and a green light.
3. Replace the receiver.
Sarah works in a busy office, and has received these instructions for forwarding telephone calls.

• Call forward-Follow Me: This feature allows you to temporarily direct all calls on your phone to another phone.

1. Lift the receiver.
2. Touch the call-forward button.
3. Dial the extension to be forwarded to.
4. Listen for a confirmation tone, and a green light will appear on the call forward button.
5. Replace the receiver.

Why does the company want to have the Call Forwarding Service?
1. So that the company will save money.
2. So that the customer doesn’t have to call back.
3. So that the employees have something new to learn.

What You Do	What You Hear
1) Lift the receiver from the cradle.	Dial Tone
2) Dial "9" plus the desired number.	Ringing