Phone Instructions

Telephone:

How to answer... "Sanger Learning Center, this is ______, how may I help you?"

*Be sure to be patient with every caller. Do your best to answer all of their questions or direct them to where they can find the answer.

What to do when....

You need to check for missed call: Click the middle black button at the top that is labeled "Callers". Use the arrow buttons to scroll down. 

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" and set the receiver on the desk.

You need to take a caller off HOLD: Pick up the phone and press "Hold" to take the call off of hold. Greet the caller and thank them for holding.

You need to TRANSFER a call (Speak with the staff member first, then transfer call): 

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).
         2. Press the "Trnsfr" button + the 5-digit extension. 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. 
         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.  
         2. If they reply, inform the caller who you are transferring them to and why (use the first name, last name and title of the person).
         3. IF they do not reply, inform the caller that they are not at their desk, but that you can transfer them to leave a voicemail.
         4. To Transfer:
            1. Press the button below the word "Trnsfr" on the display.
            2. Press the button "Blind". 
            3. Enter the 5-digit extension. 
            4. Hang up!

You need to answer a 2nd call coming in:

1. 1. 1. 1. If you have a call coming in while you are on the phone, try to wrap up the call that you are on.
         2. If you need more time with your current caller, allow the other call to go to voicemail.
         3. Return the phone call of the person who you missed (and/or listen to their voicemail).

You need to call a UT line - Dial the 5-digit extension.

You need to call an outside line - Dial 9 + the 10-digit number (do not use a 1 at the beginning)

You see the blinking red light, and you need to check a MESSAGE -

1. 1. 1. 1. Pick up the receiver and select Menu
         2. Press 1 until prompted for the password and enter the 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.

The phone asks for a password - In the event that the phone in JES A332A asks you for log-in information, please use the below:

Username: 4713614       Password: 1234