Story submitted by the Switchboard Team
While people are coached to interact digitally as much as possible, there are still people who prefer the phone or that need to connect and speak with someone at SLC to get information or help. September can be a busy time with a high volume of callers, so the SLC Switchboard team offers the following tips, inspired by FAQs and conversations with callers to the College:
1. Log in to your phone extension while on campus and access voicemail messages by email while off campus.
If you don’t have the opportunity to log into a landline phone on campus or you’re away, voicemail messages will continue to be emailed to you, appearing in your inbox from sender Cisco Unity Connection Messaging System.
2. A detailed, up-to-date voicemail message can help the caller before they even speak with you.
Update your voicemail message to inform callers of service hours, if you are away, or your current position if your role has recently changed. Include an alternate contact and their extension for the caller to connect with. Examples:
- “I’m away until September 23. If you need immediate assistance, please contact Jane Doe at ext. 1234 in my absence, otherwise I get back to you when I return.”
- “You’ve reached Jane Doe, Switchboard Attendant. Please leave a message and I’ll get back to you. If you are calling regarding <something related to a previous role>, please contact John Smith at ext. 5678.”
3. Provide your name and preferred method of contact when you leave someone a voicemail.
If the conversation needs to continue, be sure to include in a voicemail your full name and the best way for them to get back in touch with you, whether it is an email address, phone extension, or cell number. The best time to reach you can also be helpful. Example:
- “You can call me back at ext. 1234 when I’m in the office Monday to Wednesday between 8am and 4pm, otherwise it is best to email me at jdoe@sl.on.ca”
Information on SLC phones, including setting up voicemail and accessing messages from off campus, can be found on the intranet via the following path: Resources > IT Services > ITS Document Library > Phones and Voice Mail.