Absolutely the first thing you must do is familiarise yourself with the type of telephone system used in your practice. A small practice may just have one incoming line, whilst larger ones may have multiple lines controlled by a switchboard. The most important things to know are:

• How to answer a call (it is not always as simple as picking up the handset).
   
• How to put a call on hold (NOT just by placing your hand over the mouthpiece - that leaves the danger that a caller might still hear an unguarded comment made whilst they are waiting).
   
• How to transfer an incoming call (for a caller, there is nothing worse than getting ‘lost' whilst being transferred, or, worse still, being transferred to the wrong place.)
   
• How to operate any automated answering system.
   
• The telephone numbers and extensions in use at the practice. There might be a private number used for internal communications between members of staff.
   
• The name of the company that provides the telephone service, so that you know who to contact in the event of a fault. All faults should be logged and a senior member of staff notified immediately. But before you do, check for obvious problems such as batteries in remote handsets wearing out, or the telephone cord being pulled out of its socket. It'll save red faces later!
   
• Other equipment that requires a telephone line includes: modems, fax machines and credit/debit card transaction machines. They may each have a dedicated telephone line, or share one. If shared, you'll need to know how to switch between one machine and another. If dedicated, it would be useful to know if you can use the fax line for the modem, and how to switch them over.
   
• Finally, be aware of the other telephone equipment in use by the practice - primarily mobile phones and pagers. Make sure you know all mobile/pager numbers in use, and when staff have them switched on.