Beginning Monday, Nov. 17, Lab employees calling the Lab’s computer support Help Desk (x4357) will have more options, ranging from leaving a message sooner to waiting on the line beyond the current two-minute limit to having a menu which directs them to staff for particular areas of assistance. The changes incorporate suggestions made by Lab staff who call on the Help Desk for support.

Working with Telephone Services, the Desktop Support Group will implement the following options for staff who call at times when all available Help Desk agents are busy handling other calls:

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 up to five minutes before being automatically directed to voice mail.

Options menu: Customers will also have a phone menu that will direct them to a specific agent for account management issues (password resets, new mail or calendar accounts, termination of accounts, etc.) Another option will provide general Help Desk information such as hours of operation, current maintenance procedures for ITSD systems, and other general technical help as needed.