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Evidence Guide: PUAECO001 - Operate telephony systems

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

PUAECO001 - Operate telephony systems

What evidence can you provide to prove your understanding of each of the following citeria?

Use telephony system

  1. Telephony system is accessed and set up, 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
Telephony system is accessed and set up, in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Telephony system is operated, in accordance with organisational instructions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Telephony lines are accessed, in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calls are answered, in accordance with organisational procedures and answering protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Telephony system functions are used, in accordance with organisational procedures to ensure caller status is maintained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calls are terminated, in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Telephony system is operated, in accordance with organisational instructions

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Telephony lines are accessed, in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calls are answered, in accordance with organisational procedures and answering protocols

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Telephony system functions are used, in accordance with organisational procedures to ensure caller status is maintained

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Calls are terminated, in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify faults in telephony system

  1. Telephony system testing is conducted, in accordance with organisational instructions, policies and procedures
Telephony system testing is conducted, in accordance with organisational instructions, policies and procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Telephony system faults are identified and appropriate action is taken, in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Backup telephone system and business continuity arrangements are followed when primary telephony systems fail

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge
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.