Changing the Pre-announce Phone Greeting

NEW INSTRUCTIONS

Instructions to access hours & prompt recording:

You can use the Supervisor Admin Utility to modify certain features in your call center, such as the business hours and recorded prompts.

Dial 29988 to access the Supervisor Admin utility.  When prompted for phone number enter, 7654944000.  When prompted for PIN code enter, 44000. The admin utility will walk you through the subsequent steps in regards to recording prompts.

I am going to give high level outlines for each of the prompts as opposed to exact verbiage since I believe you already have that.

Prompt #100 - Pre-announce

• Boilerkey option press 1 otherwise stay on line

Prompt #101 - Standard Business Hours Greeting

• Press 1 for faculty and staff (admin agent) or 2 for student (student agents)

Prompt #105 - Standard After-hours Greeting (Closed)

Prompt #300 - Specs Busy

• Initial admin queue prompt for admins stating all agents are currently busy

Prompt #301 - Specs Busy, Voicemail, IOC

• Second admin queue prompt stating agents still busy, can press 1 for voicemail or 0 for IOC

Prompt #400 - Reps Busy

• Initial student queue prompt for students stating all agents are currently busy

Prompt #401 - Reps Busy, Voicemail, IOC

• Second student queue prompt stating agents still busy, can press 1 for voicemail or 0 for IOC

Vm recording Instructions:

First, to get into the voicemail box:

• Press your voicemail key
• Press the star key
• Input the following number followed by #: 7654967891
• Enter the pin followed by #: 12345

To change the business hours greeting

 NOTE:  This message can be changed in the event of a major system outage to limit the number of callers inquiring about system availability.

1. Dial 29988 from a CSC Cisco VOIP phone.
2. When prompted for a phone number, enter 7654944000.
3. When prompted for PIN code, enter 44000.
4. The admin utility will walk you through the subsequent steps in regard to recording prompts.
5. Prompt ID #101 is for daytime greeting.

Standard Daytime Greeting:

Thank you for calling the ITAP Customer Service Center, You're phone call may be monitored for quality assurance. Not sure if it is your computer or network connection that's not working? Itap now has a service status page that keeps you up to date on outages and other issues affecting Purdue technology. Please visit itpa.purdue.edu/status to stay up to date. Support is still available by phone and email 24 hrs a day , 7 days a week. For non-urgent issues please email itap@purdue.edu to submit a request, Account issues w Boilerkey or Passwords or urgent issues stay on the line to be connected to a representative. Answers to most questions are also available on our online knowledge base located at purdue.edu /goldanswers

Thank you for calling the ITaP Customer Service Center, your call may be monitored for quality assurance.  If your primary role with the university is faculty or staff, please press 1.  Students, and all other callers, please press 2. 

Evacuation Message:

Thank you for calling the ITaP Customer Service Center and ResNet Support.  Due to an emergency beyond our control, we are unable to take your call at this time.  Please leave your name, telephone number, and a brief description of your request, and we will return your call as soon as possible.  Answers to most questions are available in our online knowledgebase located at www.purdue.edu/goldanswers.  If you are calling for a directory assistance request, please visit www.itap.purdue.edu/directoryto visit our online directory.  If you are calling to report a problem with classroom equipment, or a system outage, please press 0 now to be transferred to the Infrastructure Operations Center.  Thank you.

NOTE:  You must include the sentence about pressing 1 or 2 for any message being recorded.

To change the after-hours greeting (the message customers hear when we’re closed)

1. Dial 40553. 
2. Enter 1224000# and when prompted for a passcode, enter44000#
3. Enter 8, 2, 1 and then wait. 
4. Press 5 to record.  Record the message after the beep.  
5. Press # when finished recording the message to save.
   
   Standard Night Message (school year):
   
   Thank you for calling the ITaP Customer Service Center and ResNet support.  If you are calling to report a problem with classroom equipment, or a system outage, please press 0 now to be transferred to the Infrastructure Operations Center.  Our hours of operation are Monday through Thursday, 7:00am to 8:00pm, Friday 7:00am to 6:00pm, Saturday, 11:00am to 5:00pm, and Sunday, 1:00pm to 6:00pm. Please leave your name, telephone number, and a brief description of your request and we will return your call as soon as possible. Answers to most questions are available in our online knowledgebase located at www.purdue.edu/goldanswers.  If you are calling for a directory assistance request, please visit www.itap.purdue.edu/directoryto visit our online directory. Thank you.
   
   Standard Night Message (summer):
   
   Thank you for calling the ITaP Customer Service Center and ResNet support.  If you are calling to report a problem with classroom equipment, or a system outage, please press 0 now to be transferred to the Infrastructure Operations Center.  Our hours of operation are Monday through Friday, 7:00am to 6:00pm, Saturday, 11:00am to 5:00pm, and Sunday, 1:00pm to 6:00pm.  Please leave your name, telephone number, and a brief description of your request and we will return your call as soon as possible. Answers to most questions are available in our online knowledgebase located at www.purdue.edu/goldanswers.  If you are calling for a directory assistance request, please visit www.itap.purdue.edu/directoryto visit our online directory. Thank you.
   
   NOTE: If the CSC is closed for an emergency or holiday, please indicate the reason we are closed, as well as when we expect to re-open.  Always include the sentence about pressing 0 to be transferred to the IOC.
   
   

To change the voicemail greeting:

1. Dial 40553.
2. Enter 67891# and when prompted for a passcode, enter44000#
3. Enter 8, 2, 1 and then wait. 
4. Press 5 to record.  Record the message after the beep.  

Press # when finished recording the message to save.

Standard Voicemail Message:

You have reached voicemail for the ITaP Customer Service Center and ResNet Support.  All of our representatives are currently assisting other customers. Please leave your name, telephone number, and a brief description of your request and the next available representative will return your call.  Thank you.