MILLS HALL 110 EXTENSION 1219TECHSUPPORT@COVENANT.EDU

Technology Services

Technology @ Covenant

What Is An H Drive? Network Share For Storing Files How It Is Accessed

On-Campus – Open My Computer from Desktop Off-Campus – Via VPN

Why It Should Be Used

What Is A Roaming Profile? Allows You The Ability To Log Into Any Campus Machine And Access Your

Documents

Email How Do I Check Messages When I’m Not On-Campus?

https://scots.covenant.edu Personal Folders Public Folders

Technology @ Covenant – Cont.

Computer Usage – Best Practices Downloading And Installing Software To Campus Machines How Updates Are Applied TrendMicro

Help Desk Pilot How To Search The Knowledge Base How To Submit A Trouble Ticket

Available Technology Discounts AT&T Covenant Eyes Dell Varsity Buys – Software GovConnection – Software/Hardware Verizon

Banner – https://scots.covenant.edu

Technology @ Covenant – Cont.

VPN Allows remote users to connect to the Covenant network as

though they were physically connected to a network port on campus.

Access must be requested via request form.

Equipment Checkout Availability and Policies Faculty and Staff can checkout equipment for work related use. Equipment is available on a first come first serve basis.

Campus Notifications Group Email Blasts Regroup

Questions?

Telephone Information

Directories Online On Your Phone In Active Directory (Outlook)

Available Telephony Options Long Distance Codes Mobile Extension Cellular Twinning Cellular Stipend

How To Use Telephone Features Call Forwarding Call Pickup Transferring Callers Using Hold Button Conference Calls

Telephone Features

Unified Messaging Overview

Unified Messaging Overview Cont.

Telephone Etiquette - Placing Calls

Identify yourself and your department

Ask if this is a good time to speak with you over the phone

Inform the caller why you are calling

Telephone Etiquette – Answering Your Phone

Answer by the third ring (maximum)

Identify yourself/department properly Technology Services, this is Regina. How may I help

you?

Give full attention to the call

Telephone Etiquette – Answering Another Phone

Answer their phone by identifying yourself Technology Services, Ben isn’t available at the

moment, this is Regina.See if you can help them

Is there something that I can help you with?If not, ask if you can take a message or if they

would prefer to leave a voicemail If you take a message, always follow up to make sure

it was received.

Telephone Etiquette – Taking Messages

Get COMPLETE Information Callers Name Callers Number Callers Message Date and Time of the Call Sign the Message - questions may need to be ask of

you Follow up

Telephone Etiquette - Placing a Caller on Hold

Use hold button so office noise isn’t overheard

Ask permission of caller before placing on hold Is it OK for me to place you on hold while I look that

information up?

Don’t leave on hold If you can’t answer quickly offer to call back. Never make a promise unless you know you can/will

keep it.

Telephone Etiquette – Transferring Calls

Give the caller the name and direct number of the person being transferred to in case they are accidentally disconnected

Stay on the line to tell the receiver who is calling and what the nature of the call is Don’t send the caller off into space. If you don’t know who can help the caller take a

message. Find out who can help them and ask that person to respond.

Follow up.

Telephone Etiquette - Returning a Call/Email/Voicemail

Apply the Sundown Rule Respond to the message within 24 hours. Even if you can’t immediately handle the situation, let

the caller know: That they have been heard. That they are important. That you will respond as soon as possible.

Frequently check for messages and respond to them as if that person were standing in front of you

Telephone Etiquette – Changing Your Greeting

When you know you are going to be out of the office and/or not responding to messages for a day or more you should turn on your out of office message

Message should include Your name Your title or department/office Expected return date/time The name and number of an alternate office contact

Make sure you inform your co-workers of this message.

Telephone Etiquette – Out of Offfice Example

Thanks for your message. I am sorry that I am not able to assist you at this time.  I will be out of the office Friday, March 4 through Tuesday, March 8, and will reply when I return. If you need assistance before then, please call the Office for Advancement at 706.419.1122. We look forward to serving you.

NameTitle or Name of Office/DepartmentCovenant College  

Questions?