Page Comparison

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You need to place a caller on HOLD: Politely inform the caller that you are about to put them on hold. Press the "Hold" button " (located on the right) and set the receiver on the desk.

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1. 1. 1. 1. Inform the caller who you are transferring them to and why (use the first name, last name and title of the person). For example: "I am going to transfer you to Edward Fernandez, who is the tutoring coordinator for our center to further help you with your request."
         2. Press the "Trnsfr" button + the their 5-digit extension (List taped to the right of the phone). This will allow you to talk with the staff member to explain the situation. 
         3. After you are done talking with the staff member, press the "Trnsfr" button again. 
         4. Hang up!

You need to TRANSFER a call (Send Teams message to staff member and automatically transfer): 

1. 1. 1. 1. Send the staff member a Teams message to let them know the situation and who you are transferring to their phone.  If they replyFor example, "Hi Kate, I have a student who wanted to get more information about the PLUS program. Can I transfer them to you?"
         2. If the staff member replies, inform the caller who you are transferring them to and why (use the first name, last name and title of the person). For example, "I am going to transfer you to Kate Molina-Gallo, who is over the PLUS program and she will be able to help you with any further questions.IF they do "
         3. If the staff member does not reply, inform the caller that they are not at their desk, but that you can transfer them to leave a voicemail. For example, "(Insert staff member name) is not available at the moment, but I can transfer you to leave them a voicemail if you'd like; I guarantee that they will get back to you." 
         4. To Transfer:
            1. Press the button below the word "Trnsfr" on the display.
            2. Press the button "Blind". 
            3. Enter the their 5-digit extension. 
            4. Hang up!

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1. 1. 1. 1. Pick up the receiver and select Menu
         2. Press 1 until prompted for the password ("Features", "Messages", "Message Center") and enter the pin number/password (1234#)
         3. Listen to the voicemails and take notes for each one
         4. Call each person back. If you cannot contact them during your shift, leave a message for the next Student Associate.
         5. Delete the message once the person has been followed up with.

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