Telephone+Protocol

Dealing with telephone traffic is an intregral part of this position. it is important to warmly great each caller. A smile can be "felt" through the phone!
 * The Counselors do not take phone calls when they advising a student, unless it is an emergency.

Calls may be transferred to the Counselors when they are not with a student and to the Director most times. Occasionally, you may be asked to hold all calls for the Director. Individual phone numbers are not shared with the public or other members of the Price College staff to minimize interruptions when students are being advised.

//**Answering Phone Calls**

"Price Advising. This is YOUR NAME. How may I help you?


 * Phone Messages**//
 * Phone messages are recorded in a message book and should include:
 * First and last name of the caller
 * Phone number, local when possible
 * Sooner ID number
 * Reason for call
 * Date, including year and time of call
 * Your initials
 * Messages should be placed in the message carousel on the front desk. If time permits, they may be placed face down on the clips on the office doors. Otherwise, as staff members move around the office, they should pick up messages and deliver them.
 * Important calls, especially those for the Director or from the President's Office or Provost's Office must be delivered immediately.


 * //Transferring Calls//**

Make sure the person is on the line (not on hold), touch the transfer button and then the person's name OR 5 plus the las 4 difits of their extension. Notify the staff member of the caller, then press "Connect".


 * //Recording Number of Calls//**

Each telephone at the front desk has a call counter, up to 100 calls. The number of calls must be recorded each day at 8:00 and the number cleared. These numbers are recorded in an Excel file found on the K:drive.