CFL Student Employee Training

Answering the phone should go something like:

• "Thank you for calling Chester Fritz Library. My name is X. How may I help you?"
• "Hello, this is the Chester Fritz Library Information Desk, how may I help you today?" 
  • Note that it is NOT "how CAN I help you."

Employment Verification calls

• From HR: If the library receives any call with someone requesting to verify employment, salary history, or other information on a current or former UND employee, please refer them to uConfirm’s web site www.uconfirm.com where they will complete the verification process. 

Transferring

• Instructions for transferring are next to the phone.
• Before you transfer the phone, tell the patron that you are about to transfer them and give them the phone number of the transfer recipient
  • ex: "I am going to transfer you to X. Just in case we get disconnected their direct number is 7-XXXX. Please hold while I transfer you."
• With the patron you are transferring on the line, hit the ‘Transfer’ button on the phone console. 
  • The transfer button is the third button from the left in the top row of rectangular buttons aka the softkeys.*
• You will be jumped to a different line, now dial in the code for the department or person you’re transferring the call to. 
  • For any on-campus department/phone, the ‘code’ will be a 7 followed by the last 4 digits of the phone number. Ex. 7-2222 (UIT), 7-3904 (Career services) 
• Wait for someone to answer, then explain the situation to them and why you’re transferring to them.  Confirm that they are available for the transfer. 
• Hit the ‘Complete’ button to complete the transfer. 
  • The complete button is the first button from the left in the top row of rectangular buttons.* 

*The transfer and complete buttons are not physically labelled on the console; when you’re in a call, the screen will display what the buttons are.  Practice calling the Info desk with your cellphone to get familiar with how this works!

• To make a call to other university phones, dial the last five digits of the phone number
  • For example, Chris' phone number is 701-777-3746. To call him from the Information desk, you would dial 7-3746

Guide on phone use

Video on phone use

If you would like to read the whole manual, please click on the link above. 

A guide is also available in Teams

***The Softkeys and Aux Buttons do not have labels on the buttons themselves. They correspond to whatever information is shown on the screen

• Login to Vector Solutions using your IDM credentials 
• Click on Extra Training (in the left column)
• Click on Policy - scroll down to the four Telecom Courses
• • Telecom - Getting Started with the J-Series Phone 
  • Telecom - Call Handling on a J-Series Phone 

*When Mute is enabled, the button will be red