Guides: Technology Manual: Phones

How to Use the Service Desk Phones

Answer the phone: You will be automatically connected to the line with the incoming call once you pick up the phone.

Hold: There is a hold option that will pop up on the screen when on a call. Hit the button directly underneath the hold label on the screen.

Transfer: There is a transfer option that will pop up on the screen when on a call. Hit the button directly underneath the transfer label. Enter the phone number to whom you are transferring the call. Hit the transfer button again. Check the screen to make sure that the transfer successfully went through. Hang up.

Campus Contacts

Phone Messages

Occasionally voice messages are left on the Service desk phones. Employees should be checking the phones often throughout their shift for voicemail. There are four ways you will notice if a message has been left.

	Red light on handset is lit.
	Message box on right side of phone screen is lit up red.
	Voicemail icon is blinking next to the phone number of the phone.
	You have received an email from Cisco Unity. Circ phone messages go to Circ email. Ref/Tech phone message will go to Kingwood Learning Commons email. Tutor phone messages will go to ? (looking into this one)

Checking voicemail through email

When checking voicemail messages via email, simply click on the email and open the message. If the computer is set up to open to the correct program the message will play when opened.

Checking voicemail through the phone

Pick up the handset.
Press the voicemail icon on the phone.
Type in the Pin number, 456456#
Follow prompts.

After listening to a voicemail

Respond or take action to resolve voicemail.
If the voicemail is for a specific employee, email that employee with the details in the message.
Once the message has been listened to, delete it. Note: If you delete the message from the phone, it will also delete it from the email and vice versa.
If you, in any way, are not sure about the message, save it and ask someone else to listen to it. Once it has been reviewed, delete the message. Leaving messages on voicemail gives the impression that it was not resolved.