West Virginia Department of Education

1. West VirginiaDepartment of Education CISCO IP Phone System Coverage and Etiquette Next screen

2. Welcome to the West Virginia Department of Education! The following module has been developed to introduce new employees to phone procedures at the West Virginia Department of Education. It can also be used as a reference for veteran employees. To begin the module, click on one of the following telephone icons to access the referenced information. Upon completion of the module, click the end button below. To end the module before completion, press Esc on your keyboard. Required phone coverage How do I answer the phone? Transferring calls Hands-free phone options Special Procedures Reference tools END

3. Required Phone Coverage • All phones within the Department of Education MUST be covered between the hours of 8:00 a.m. and 4:45 p.m. • During times of vacation and special office events (conferences, staff meetings, etc.), associate staff may need to adjust work schedules to ensure phones are adequately covered. • All associate staff members should receive a “quick training session” prior to being placed on phone duty. If you have further questions regarding the phones, please consult your division secretary. Return to menu

4. How do I answer the phone? • Your voice may be the first contact an individual has with the West Virginia Department of Education. Since first impressions are lasting impressions remember to speak clearly and professionally to the caller and be courteous of his/her need. • Your greeting should include • Salutation such as “good morning” or “good afternoon” • The office location (WVDE) • Your name • Offer of assistance such as “How may I help you?” Click to hear demonstration Return to menu

5. Transferring Calls to Another Office When transferring calls to another office, it is important to use the main phone number for that office. By doing this, the caller will always be greeted by a “live person” as opposed to being greeted by voicemail. It is also helpful to provide the caller with the number to which the call is being transferred in case the call is disconnected. Steps to transfer a call to another office. Next screen

6. Transferring Calls to an Individual When transferring calls to a particular individual, use the five digit extension number for that individual. With the Caller ID option, it is important to stay on the line to announce the caller. Without the announcement, individuals might recognize a co-worker’s name and be caught off guard when an outside caller is on the line! Steps to transfer a call to an individual Previous screen Return to menu

7. Hands-free phone options • Proper use of wireless headsets and speaker phone feature Using wireless headsets and the speaker phone feature can be very convenient. Please remember, however, that using these items open your conversation to others in the office - including visitors. Since we are here to assist individuals regarding the public school system and confidential matters may be discussed during your conversation, it is not a good practice to use this mode when answering incoming calls, placing outgoing calls, or listening to your private voicemail. In addition, these same accessories can interfere with the duties of others in close proximity. Continue to next slide

8. Hands-free phone options • Please keep the following suggestions in mind when considering the use of hands-free phone options. • If you share an office with another individual, please refrain from using the speaker mode and remain in your immediate area when using a wireless headset. This will promote confidentiality and ensure co-workers are not being disturbed. • If you do have a private office, please be considerate of others when using the speaker mode on your phone. Consideration should be given to closing the door during calls utilizing speaker mode or speaking in a normal tone of voice. (Most people tend to speak louder when using speaker mode.) • If more than one individual needs to participate in a call, please use a private office or the conference call feature on the phone. Return to menu

9. Special Procedures • Procedures for assisting callers asking for the State Superintendent Please do not transfer these calls to the Superintendent’s Office. Several times callers ask for the State Superintendent because they want to start “at the top” with their problem or concern. Be patient with the caller and try to get a brief description of why they are calling. In most cases, you will be able to assist the person. Return to menu

10. Reference Tool • CISCO IP 7960 Series When time permits, please visit the following website: http://wveis.k12.wv.us/voip. This website serves as a wonderful resource tool when using the CISCO IP phone system. Sections listed include: IP Phone User Guide Retrieving Voicemail Add speed dials to your phone Return to menu

11. Certificate of Completion You have completed the phone orientation module! Congratulations! WVDE