Phone Protocol

Calls to the SERVICE DESK (4-1530): "Good Morning/Afternoon, you've reached San Jose State University this is the Service Desk, how may I help you?" 

Calls to the OPERATOR (4-1000):  "Good Morning/Afternoon, you've reached San Jose State University, how may I help you?"

Calls to CLARK HALL (4-4116): "Good Morning/Afternoon, you've reached Clark Hall Computer Lab, how may I help you?" 

When transferring to a direct line (not a department) be sure to do a soft transfer.

1. Transferring Calls: 

   Open

   

   1. Direct Transfer:

      1. Offer customer the number you are transferring and ask them to hold

      2. Click the TRANSFER button shown below and enter the number/extension you wish to transfer to

      3. Wait for a ring and hit the TRANSFER button to complete the transfer

   2. Soft Transfers:

      1. Put customer on Hold while you try to find a solution or someone to help with the request

      2. Click the TRANSFER button shown below and enter the number/extension you wish to speak to

      3. Wait for a ring, explain issue to rep and get more information:

         1. If rep is willing to take the call hit the Transfer the button

         2. If not, after call has ended, take customer off Hold and relay information/solution

If the party does not answer; inform the caller to give them the opportunity to give an alternate number or be transferred anyway and leave a voicemail.

Before ending your call and transferring the customer, please do the following:

1. Open a Change ticket

2. Use the template: "SD Phone Transfer"

3. Select the most appropriate bubble for the transfer's destination

4. If it's "Other", please replace the Description placeholder with the 5-digit extension of the line you transferred them to (the final 5 digits of the whole phone number, 4-1900 for FD&O, as an example)

5. Implement the ticket

You may politely ask the customer to wait one minute while you prepare your transfer, and use that time to handle this procedure. Once you've implemented the ticket, you may transfer their call.

1. Let customer know you will be putting them on hold.

   Open

   

2. Press the HOLD button on the telephone and to release the hold button to get back to customer you were talking to. (*Note: Hold is different from Transfer)

If the customer: 

• Requests a transfer to another department/person,

  • Look up the number/person on SJSU Directory or via SJSU.edu

    • IMPORTANT: Please be mindful about who the user is trying to connect to, especially if they try to connect to an IT director, dean, executive etc. They should be forwarded to their respective department front desk or have had previous business/appointment with them.

  • Ask if user would like the number for future reference.

  • Let them know that you will transferring the call now

  • Transfer the call

• Requires further assistance,

  •  Create an iSupport Ticket, be sure to gather all necessary information for creating the ticket.

    • Customer Name

    • Customer SJSU ID number

    • Customer contact information (phone number and email address)

    • Details for customer request

    • SJSU affiliation ( is customer a student, staff or faculty member, etc

• Needs to complete an online form, assist the customer with the necessary navigation

If a ticket has been created:

• Please verify accuracy of the information on the ticket. (Read it back to the customer.)

Offer further assistance:

• if no other assistance is needed , wish the customer a good day and hang up.

• If customer needs further assistance, assist as necessary.