Telephone Procedures
One phone number (392-3900) has been created and will act as a "single point of contact" for incoming calls. The following is the proper procedure for routing incoming calls:
1.There will be five lines in the office for handling calls. The calls will be answered
on the first or second ring.
2. The proper way to answer the phone is:
"IT Center. This is <insert name>. May I have your name? How may I help you?"
3. The following is the suggested procedure for when the customer asks for a specific
staff member:
- If the person requested is not in the office, ask the caller if they want to leave voicemail, speak to someone else, or can I assist you?
- Otherwise, Press the CONF button. This puts them on hold and gives a dial tone. Dial the staff member's number (2-xxxx).
- If they answer, advise them that "you have a call from ." If they say they will take the call, press CONF to connect them, then hang up or press RLS to release the call. If they cannot accept the call, press RLS to release them, and press the line the caller is on and advise them that the staff member is unavailable and ask if you can take a message.
- If you get voice mail and the caller wanted voice mail, press CONF to connect the call, then hang up or press RLS. Otherwise, press RLS, which will reconnect the caller and ask if they wish to leave a voice mail message or speak to someone else; if so, then press CONF and the number for the voice mail or the other person requested. If the voice mail is full, recommend sending email.
- If you received voice mail and it is not for you, transfer the recorded message to the appropriate person's voice mail. If their voice mail is full, or someone doesn't have voice mail, input a Keystone Ticket to the appropriate person. If you do not know who the appropriate person is then input a ticket to Customer Support.
- If checking the main number, 2-3900, for voicemail, transfer any messages to the appropriate technical staff member. If voice mailbox is full, enter a Keystone ticket and assign to the appropriate staff member.
4. If the caller does not ask for a specific person, the following is the suggested line of questioning to follow: - Is the problem computer related?
- If not, is this an administrative problem?
- Refer to the appropriate Team Leader - (CS-Valerie Dailey, IM-Dan Arrington, SA-Avi Baumstein, Director-Jan Van Der Aa).
- Is this a Shands/UF problem?
- Refer the call to the Shands or UF operators.
- If this is computer related? Is this a web-related problem?
- Refer to the Web Development area.
- If not web related is this a NERDC/Gatorlink Problem?
- Is this a password problem?
- Handle call, reset password, etc.
- If more detailed problem?
- refer NERDC/RACF to Patty Maxwell/Candice McCall
- refer Gatorlink to
- Is the customer able to work?
- Is this a personal or UF computer?
- If personal, refer to NERDC.
- Does the computer boot up?
- If not, dispatch first available tech.
- Can the network drives be seen?
- If not, dispatch first available tech.
- Can the application(s) be seen?
- If not, dispatch the first available tech.
- Is the application working?
- If not, run verify
- If it is, user training may be required-refer call.
5. The logging of the calls begins from the first moment of contact. The technician handling the call will assume the responsibility of logging the call into Keystone, unless otherwise instructed.
6. If the call is handed off the responsibility of documenting the log will also be transferred. When this happens, do not forget to check the box to email the current tech.
7. Call Escalation - When a customer has a problem/complaint that can not be dealt with to their satisfaction, the call must be referred to the appropriate Team Leader- Customer Support problems contact Valerie Dailey, Information Management problems should go to Dan Arrington, and Systems Administration problems should go to Avi Baumstein.
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