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 (located on the right) 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). 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 + 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. For 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."
         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 their 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 ("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.

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