Welcome to Customer Interaction Center (CIC) Client and Phone Training Go over some of the material from the previous version of this slide presentation. Some points to include are: The ability now to “move” our extension when we move – either re-locating for a day or a few days, or permanently moving to another office anywhere in the County. This may not have been available before.

Let’s look at your new phones This is the Polycom VVX310 It allows for 6 line appearances Will be used by majority of users Explain this is the same phone as seen in the training class. Go over the location of the Function Keys and what they are used for. Also mention the Soft Keys and how they vary when you do different things on the phone. Demonstrate this by having attendees pick up the receiver to see how the 1st soft key changes from “End Call” to when they hang up “New Call.” Also mention here about how the phone is like a PC. They both have a name, which allows you to log into different phone if and when it is needed.

Let’s look at your new phones This is the Polycom VVX500 It allows for 12 line appearances Explain this is the same phone as seen in the training class. Go over the location of the Function Keys and what they are used for. Also mention the Soft Keys and how they vary when you do different things on the phone. Demonstrate this by having attendees pick up the receiver to see how the 1st soft key changes from “End Call” to when they hang up “New Call.” Also mention here about how the phone is like a PC. They both have a name, which allows you to log into different phone if and when it is needed.

Dialing You no longer have to dial a 9 to call outside numbers. Please dial all 10 digits when dialing outside numbers. You may need to dial a 1 if you are at the edge of the calling area. Internal calls are completed with the 4 digit extension. People should call you by dialing your Department phone number and then your 4-digit extension. Some calls are on the “edge” of the border for local and long distance numbers. So, if you try to dial a local number and cannot get through, try putting the area code in front. And, you do have to dial a 1 + area code for a long distance phone number. And, finally for now, if you need to call 911, please let the operator know where you are located – Office location and Floor.

Home View Home View Press the to access the Home View

Home View Home View Press the to access the Home View

Lines View Lines view displays phone Lines, Favorites and soft keys.

Lines View Lines view displays phone Lines, Favorites and soft keys.

Answering Calls To answer with speakerphone, press To answer with a headset press Or just pick up the handset To answer a new call while on an active call, press Answer. The current call will be put on hold.

Placing a call on hold While on a call press the Hold button Or press the Hold soft key

Connect a call after a Consult Before you connect a call to someone else you can consult the party to whom you are connecting the call. During the call press the Trnsfer soft key or Transfer button to put the call on hold. Then dial the number to which you want to connect the call and press the Dial function key. After consulting with the party to whom you are connecting the call, Press the Trnsfer soft key to complete the connection. Instructor will demonstrate this by using the Instructor phone and having one student call the Instructor phone, then the Instructor connects them to another Student in the classroom. Remind users that we no longer Transfer a call but Connect them to someone else, as taught in the Customer Service training class.

Transfer a call During the call press the Trnsfer soft key or Transfer button to put the call on hold. Then dial the number to which you want to connect the call and press the Dial function key. Press the Trnsfer soft key to complete the connection. Instructor will demonstrate this by using the Instructor phone and having one student call the Instructor phone, then the Instructor connects them to another Student in the classroom. Remind users that we no longer Transfer a call but Connect them to someone else, as taught in the Customer Service training class.

Create a conference You can create a conference call to allow multiple people to talk together. During the call press the Confrnc soft key or Conference button to put the call on hold. Then dial the number to which you want to conference into the call and press the Dial function key. After the 2nd party answers, Press the Confrnc soft key to complete the connection. Instructor will demonstrate this by using the Instructor phone and having one student call the Instructor phone, then the Instructor connects them to another Student in the classroom. Remind users that we no longer Transfer a call but Connect them to someone else, as taught in the Customer Service training class.

Park a Call You can park a call into an “orbit” queue for someone else to pick up. During the call press the Park button. Then dial the number of the orbit queue you want to select. Then press the Park button again. Instructor will demonstrate this by using the Instructor phone and having one student call the Instructor phone, then the Instructor connects them to another Student in the classroom. Remind users that we no longer Transfer a call but Connect them to someone else, as taught in the Customer Service training class.

Pick up a Parked Call You can pick up a parked call from any other station. Press the * key Then press 903 Then press the orbit number you created. Instructor will demonstrate this by using the Instructor phone and having one student call the Instructor phone, then the Instructor connects them to another Student in the classroom. Remind users that we no longer Transfer a call but Connect them to someone else, as taught in the Customer Service training class.

Voice Mail You can log into the Voice Mail system by pressing the Message button on the phone or the Messages icon from the Home screen. Instructor will demonstrate this by using the Instructor phone and having one student call the Instructor phone, then the Instructor connects them to another Student in the classroom. Remind users that we no longer Transfer a call but Connect them to someone else, as taught in the Customer Service training class.

Voice Mail You will be prompted to enter your User Extension, your Password, then the # sign. (ex. 2202 xxxxxx #) Once in the CIC TUI (Telephone User Interface) simply follow the prompts (ex. press 1 for Voice Mail, then 1 to Listen to messages) Instructor will demonstrate this by using the Instructor phone and having one student call the Instructor phone, then the Instructor connects them to another Student in the classroom. Remind users that we no longer Transfer a call but Connect them to someone else, as taught in the Customer Service training class.

Voice Mail You will also have the ability to call the CIC TUI from any phone. The number to dial will be published at a later date. Dial the number, then press 9, 9, your User Extension, your Password, then the # sign. (ex. 2202 xxxxxx #) Instructor will demonstrate this by using the Instructor phone and having one student call the Instructor phone, then the Instructor connects them to another Student in the classroom. Remind users that we no longer Transfer a call but Connect them to someone else, as taught in the Customer Service training class.

Voice Mail You can also listen to your Voice Mail from your Email Inbox. Your voice mails will be attached to an email. Instructor will demonstrate this by using the Instructor phone and having one student call the Instructor phone, then the Instructor connects them to another Student in the classroom. Remind users that we no longer Transfer a call but Connect them to someone else, as taught in the Customer Service training class.

Let’s log on to the phone using the Client When do I log onto my phone? Whenever you are using the phone Do I have to log on everyday? Yes. Can more than one user be logged into a phone? NO – the 2nd line is for the same extension Stress the importance of logging into the phone each and every day just as you log onto your laptop, computer, etc. every day. Also, mention how you can now be on the phone with one person and when the 2nd line rings, you can place the first call on hold (will hear music) and talk to the other person who calls.

Let’s log on to the phone using the Client Use Windows Login Authentication should be checked The server should be I4 Station Type should be Workstation Workstation is the number on the side of the phone you want to log on to. Click Connect Explain that this screen will only come up the first few times they log into the phones. After awhile, you will automatically be connected to the Client when you double-click on the phone icon on your desktop

Dialing Numbers using the Client Special characters can be included when dialing a phone number, they include: Commas – to insert a 2 second delay Slashes – numbers after a slash are dialed only after a connection is made. Letters – letters will be translated into the corresponding numbers from a telephone keypad. State that these features become clearer after they open the Client Software and the example shown in the next slide.

Dialing Numbers Using the Client If you dialed 555-1234 / 101, 0218 the number is processed as follows: 1. the digits 5551234 are dialed 2. after a connection is made, the digits 101 are dialed 3. after 2 seconds, the digits 0218 are dialed.(Dashes and spaces are ignored) Another example is if you typed the number 1-800-mymusic1 the client translates the letters to the corresponding digits on the telephone keypad and dials the number 180069687421.

First Look at the Client Software Show own client software – Slide #11 Number area – dialing numbers in this section allows you to contact someone using your computer, not the phone My Interaction Tab – allows you Consult, Hold, Create Conference Calls etc. Be sure to demonstrate these functions Call History Tab – 3 days or 300 calls, whichever comes first Status – go through the various options, including DND (Do Not Disturb) settings – be sure to mention that you have to go in and change the Status when you become Available again – it will NOT change back automatically like your “Out of Office Assistant” in Outlook Status Notes – give example Option – Configuration: Show where to record name (required by administration); Monitored Appearances (based on permissions granted by System Administrators); Available – Forward (setting up another phone number – like Cell Phone – for other availability options; Call Coverage – checking the boxes needed to forward calls to another extension Adding Directories and Views – discuss how as more and more Departments are added to the Directories the Company Directory will increase, just like our Global Address Book in Outlook

Configuring the Client Software This is important for the next 4 slides – Customer Service Standards, Voicemail vs. No Voicemail

Personal Prompts Administration is requiring that ALL users record their own name in the system – do not leave it as the Computer Generated name. In your email signature line please add your DID (Direct in Dial) number and if you have an internal extension. You can put 813-996-2411 x#### and the caller will hear a prompt to enter the extension. (example 813-996-2411 ext. 2637) – as seen in the slide above (Slide 13)

Keeping up with Customer Service Standards With this new system we can maintain Customer Service Standards two ways: If you cannot answer the phone the customer can leave you a voice mail. If you do not have approval for voice mail then you can set your call coverage to connect the caller to a designated operator if you cannot answer the phone. Demonstrate this in the Client Software part of class – going to Options – Configuration – Call Coverage Designated Coverage Number

Voice Mail Your voice mail prompts can be recorded from the Personal Prompt page. Click the large buttons, “Record Out of Office” and “Record No Answer Message”, then follow the prompts. This is seen in the section of “Personal Prompts” covered in the Client Software part of class. Be sure to show: Options – Configuration – Personal Prompts – Out of Office & No Answer sections Go back to “Call Coverage” section and demonstrate the Coverage Number – Send my calls to:

No Voice Mail Option In the client go to Call Coverage under the Configuration menu Check the box for “If I’m “do not disturb”, forward Check the box for “If I don’t answer, forward” Then in the box for “Send my calls to” enter the number the caller will be connected to if you cannot answer