Log onto the phone first by pressing the Services button and then Select 1 Extension Mobility Enter the UserID/Agent# your were assigned and the PIN and press Submit.
When answering phones routed through the Cisco Agent Desktop:
Calls to DNIS 33000 should be answered:
"Aloha, and thank you for calling the Polynesian Cultural Center, how may I direct your call?"
Calls to DNIS 53211 should be answered:
"Aloha, and thank you for calling BYU–Hawaii, how may I direct your call?"
- When the caller responds with a name, department or service, say, "One moment please," if the caller replies with a "thank you" be sure to reply with "My pleasure!"
- Using BOC's Address Book, search for the requested name, department, or service. When found, double click on the entry which will transfer the call
If not found in BOC, ask for more information regarding the purpose of the call saying, "I'm sorry, I'm having trouble locating that number for you."
- What department does this person work in?
- What type of service are you looking for?
- What do you need help with?
When you find the number seems correct say, "Thank you for waiting, I'll transfer your call now."
- If the caller asks a question -- using the online calendar, directory, or other resources, answer the question as best as you can.
At the end of each conversation, always ask:
"Is there anything else I can help you with?"
Calls to DNIS 53921 should be answered:
"Aloha, and thank you for calling the BYU-Hawaii Helpdesk! This is (your name) how may I assist you?"
Select from the following help topics:
Computer problems
- Password/Login problems
- Software or Applications
- Internet/Network
- Hardware
- Wireless connectivity