Calling people back

When do I need to call someone back?

There are some situations in which we might need to call the Service User back, but only if it’s authorised by Supervisor on the shift.

Do not call people back if you get cut off. Callers may have cut off on purpose.

All outbound calls must be made via Mitel.
Guidance and video below explain how to make an outbound call via Mitel Ignite.

Voicemails call backs process

When making call backs to Service Users who left a voicemail all operators should follow the below guidance.


If an error Failed to create voice comes up on the screen when making an outbound call follow these steps:
check if the number has enough digits (this error might come up if the number is incorrect)
try again (sometimes an error comes up the first time you try an outbound call and it will work fine with the next attempt)
log off from Mitel and log back in (often this easy solution helps with fixing system glitches)
– if none of the above worked, call your supervisor and inform about the issue.