Using the Phone

While working the Circ Desk, you will often receive phone calls from patrons and staff.  It is important that you understand how the phone works in order to hold and transfer calls.

Phone Etiquette 

First and foremost, it is important that you answer the phone in a pleasant manner.  We ask that when you answer the phone you use the following script or a variation of:

"Dick Smith Library Circulation Desk, this is __________.  How can I help you?"

Take notes, if needed to remember what the patron asked, there's scrap paper in the cubby by the phone.  In some cases, you might have to either place the person on hold or transfer the call to someone else.

Placing on Hold

If you need to discover the answer to a question or ask a supervisor for help, PLEASE place the caller on hold.  Be sure to tell them you are going to place them on hold before you do so as well.  NEVER leave the phone on the counter with the caller still connected.

To place a call on hold while on the call: 

• Press the Hold soft key. 

To retrieve a held call: 

• Press the Resume soft key. (Same as the hold key) 

Transferring a Call

1. During a call, press the Transfer soft key after letting the person know you are going to transfer them. The call is placed on hold. 

2. Dial the number you're wanting to transfer to. 

3. Wait for the call to be answered. Speak to the transfer recipient and let them know who you are transferring. Then press the Transfer button. 

4. If the transfer fails, press the Resume soft key to return to the original call.