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| November, 2003 | ||||
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Calling
the Help Desk Now Includes Options
As of Monday, Nov. 17, Lab employees calling the ITSD Help Desk (x4357) have more options, ranging from leaving a message sooner to waiting on the line longer in order to talk with a staff member to having a menu which directs them to particular areas of assistance. The changes incorporate suggestions made by Lab staff who call on the Help Desk for support. For those of you who haven’t called in a few weeks, here are the options: Leaving a message: Callers will be able to transfer to voice mail anytime during the "Please Hold Message," which will repeat every 30 seconds. However, callers will not be able to switch to the voice mail option while the music is playing between the “Please Hold Messages.” Previously, callers could only leave voice mail after holding for two minutes. Waiting longer to talk with an agent: Some callers have asked that they be allowed to continue holding until their call is answered in person. Callers will now have the option of waiting on the phone as long as they wish. Options menu: Customers will also have a phone menu that will direct them to a specific agent. Pressing “1” will direct calls to account management, “2” will go to fixing a problem and “3” will tap general announcements. Employees can continue to request help using the Web-based
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