[VoIP] Fwd: Agency phone coverage

[Royal, Von]

FYI...

Sent from my iPhone

Begin forwarded message:

From: "Steele, Ricky" <rsteele at osrhe.edu<mailto:rsteele at osrhe.edu>>
Date: September 18, 2013, 8:24:35 AM CDT
To: "Johnson, Dr. Glen" <gjohnson at osrhe.edu<mailto:gjohnson at osrhe.edu>>, "Schmitz, Raquel" <rschmitz at osrhe.edu<mailto:rschmitz at osrhe.edu>>, "Horn, Jolynn" <jhorn at osrhe.edu<mailto:jhorn at osrhe.edu>>, "Schilling, Tiffany" <tschilling at osrhe.edu<mailto:tschilling at osrhe.edu>>, "Anthony, Bob" <banthony at osrhe.edu<mailto:banthony at osrhe.edu>>, "Caddell, Angela" <acaddell at osrhe.edu<mailto:acaddell at osrhe.edu>>, "Hutchison, Tony" <thutchison at osrhe.edu<mailto:thutchison at osrhe.edu>>, "Hunt, Hollye" <hhunt at osrhe.edu<mailto:hhunt at osrhe.edu>>, "Sonobe, Dr. Blake" <bsonobe at osrhe.edu<mailto:bsonobe at osrhe.edu>>, "Paliotta, Amanda" <apaliotta at osrhe.edu<mailto:apaliotta at osrhe.edu>>, "Edington, Rick" <redington at ocap.org<mailto:redington at ocap.org>>, "Royal, Von" <VRoyal at osrhe.edu<mailto:VRoyal at osrhe.edu>>
Cc: "Evans, Chris" <cevans at osrhe.edu<mailto:cevans at osrhe.edu>>
Subject: Agency phone coverage

During a recent discussion with the Chancellor and Vice Chancellors it was decided that implementing a roll pattern feature of our phone system along with a voice mail option at the beginning of the call would be the best solution to provide better coverage for incoming calls.

Here is a brief description of this configuration:
If an incoming call is not answered, a voice mail greeting (see sample below) is presented with an option for the caller to transfer to other staff members.  If the caller chooses the transfer option, an established chain of alternate numbers is called sequentially until the call is answered or the end of the chain is reached. If the end of the chain is reached without answer, the call then goes back to the voicemail option for the original intended recipient.

The following is a sample voice mail greeting to accommodate this setup:
Hi!  This is Ricky Steele.  I’m sorry I can’t take your call right now.  Please leave me a message and I’ll return your call as soon as possible.
If you’d like to speak with one of my staff, please press 9.  Thank you!

Beginning in the next couple of days and continuing for several weeks, one of our technical staff (Chris Evans) will reach out to each of you to work out the specifics that will best meet your area’s needs.  We’ll then coordinate the implementation (including revised voice mail greetings) and testing of your new setup.

It is important to note that some of your areas (OCAP, Legal, Chancellor’s Office, Administration) already have phone coverage setups, such as rolling, in place and we’ll be sure to pay special attention to these as not to disrupt them.

Once we have the new configurations in place and fully tested, we’d like you and your staff to contact our Help Desk whenever you need to modify your setup.  The Help Desk will gather some information about the changes needed  (staff changes and other details about how you want to adjust your current setup), create a Help Desk ticket, and then work closely with our technical team to get your updates made and fully tested in a timely fashion.  This will also give us an opportunity to log your request and related details in our Help Desk ticketing system for future reference.

Please take a minute to review this information and let me know if you have any questions or concerns.

Thanks!
Ricky


Ricky Steele
Executive Director of Research and Information Systems
655 Research Parkway, Suite 200
Oklahoma City, Ok 73104-3603
(405) 225-9244