LIBRARY TELEPHONE POLICY:
The Circulation Desk Telephone
ALL incoming calls on the Circulation Desk line MUST be answered when we are open. Telephone manners make a lasting impression. Make sure to answer the telephone promptly. Be courteous and friendly towards callers. All telephone calls are important. Incoming calls for Library Aides should be limited to EMERGENCIES ONLY. Out-going calls by Library Aides should be made only with the permission of a staff member. You should NEVER give out any information regarding a student’s work schedule, or any other information regarding ANY student under any circumstance.
REQUESTS TO LOOK FOR SOMEONE IN THE BUILDING IS LIMITED TO EMERGENCY ONLY
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HOW TO ANSWER A CALL, PUT A CALLER ON HOLD, TRANSFER A CALL, AND PLACE A CALL: (Also see the "Script for Answering the Phone at the Front Desk" sheet)
How to answer a call:
▪ The telephone at the desk should be answered:
Champlain College Library - your first name - speaking.
To place a person on hold:
▪ Ask the party to hold
▪ Press Hold soft key ( you will only see this key when on a call)
▪ Press Resume soft key to bring back the caller
To Transfer a call to another phone:
▪ Let the caller know that he or she is being transferred.
▪ Press Transf… soft key (you will only see this key when on a call).
▪ Call is placed on a Temporary HOLD
▪ Enter extension number
▪ Press Transf… soft key again.
▪ The call will not go through, if the Transf… soft key is not pressed a second time.
Note: If accidentally press the wrong extension number, press the Resume soft key to return to original call.
To place a call:
▪ Out-going calls by Library Aides should be made only with the permission of a staff member.
▪ Internal calls:
▪ Enter 4 digit extension number
▪ External calls:
▪ Enter “7” and the number (you will not hear a dial tone after the 7 is pressed)
procedure manual
