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Elements and Performance Criteria

1. Use telephony system
   • Telephony system is accessed and set up, in accordance with organisational procedures
   • Telephony system is operated, in accordance with organisational instructions
   • Telephony lines are accessed, in accordance with organisational procedures
   • Calls are answered, in accordance with organisational procedures and answering protocols
   • Telephony system functions are used, in accordance with organisational procedures to ensure caller status is maintained
   • Telephony systems, caller line identification, mobile line identification and interfaces including call playback technology are accessed to locate and record information, in accordance with organisational procedures
   • Calls are terminated, in accordance with organisational procedures
2. Telephony system is operated, in accordance with organisational instructions
3. Telephony lines are accessed, in accordance with organisational procedures
4. Calls are answered, in accordance with organisational procedures and answering protocols
5. Telephony system functions are used, in accordance with organisational procedures to ensure caller status is maintained
6. Telephony systems, caller line identification, mobile line identification and interfaces including call playback technology are accessed to locate and record information, in accordance with organisational procedures
7. Calls are terminated, in accordance with organisational procedures
8. Identify faults in telephony system
   • Telephony system testing is conducted, in accordance with organisational instructions, policies and procedures
9. Telephony system faults are identified and appropriate action is taken, in accordance with organisational procedures
10. Backup telephone system and business continuity arrangements are followed when primary telephony systems fail

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment. Non-essential conditions may be found in the Companion Volume Implementation Guide.

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