Library Services Student Assistant Guide

TELEPHONE PROCEDURES

• Always check to see if there are any voice mail messages on the Library Services phone when you begin your shift.
  • To check voice mail...
    • Pick up phone
    • Dial 6060
    • Follow prompts
      • Voice mail pin = 4330

• Make sure that you have paper and pen ready to write down the information left on the message.

• Follow up by taking care of the request or question left in the message. Let Supervisor know if you need assistance.

• When answering the Library Services phone you should greet the caller by saying “Le Moyne College Library Services Desk, how may I help you?”

*If you need to transfer a call:

• Tell the caller the full 7 digits of the number that you will be transferring them to in case you are disconnected. Press the transfer button and dial the last four digits of the extension you are transferring the call to. At this point you will be on the line with the extension that you called and the patron is on hold. Make sure to speak with the person you are transferring the call to (meaning no cold transfers) and explain who you are transferring to them and any back ground information you feel is important. Once the person you called is ready to receive the transfer simply hang up the phone. The original caller will then be connected with the extension you dialed. If you want to cancel a transfer, let's say because the person you tried to transfer them to is not answering and the patron didn't want to simply leave a message, hit the transfer button a second time. This will re-connect you with the caller.
  • Step by step transfer procedures
    • Tell patron the full 7 digits of the number you are transferring them to
    • Hit the transfer button
    • Enter the last 4 digits of the number
    • Speak with the person you are transferring the patron to and explain basic info about the caller
    • Hang up

Both front desk phones have a button on top of the display screen that "locks" the phone, meaning that calls cannot be made or answered on either phone when the security lock is on (even if the security lock is only one for one phone). When the button is pressed, a security passcode must be entered in order to "unlock" the phone. The passcode for both phones is 0000.