How ITO handles the Central Inquiry Telephone Calls?

As the University activities continue to increase, the ITO telephone operator is receiving more and more enquiry calls from outside concerning areas such as new courses, study programmes, functions, seminars and the like.

Therefore, we suggest that in order to handle the University’s central enquiry more efficiently, the following guidelines will be followed and your cooperation would be much appreciated:

1.
If the caller can identify the staff, that call will be forwarded to that staff directly as far as possible.  If the call is not answered, the operator will re-gain the line and inform the caller.
2.
For all other calls, the operator will enquire about the nature of the call and where appropriate forward the call to the relevant Faculty/School/Department/Office’s general enquiry extension number as printed on the University’s Communication Directory.  The call is expected to be answered and handled ultimately by the called party.  A call forwarding scheme of the general enquiry of each Faculty/School/Department/Office should be figured out and ITO can offer help in the configuration.
3.
The University has installed IVRS’s (Interactive Voice Response System) for the use of AR, SCE, Library, PERS and FO as these offices receive relatively more enquires.  These systems will be continued and relevant calls will be forwarded to the appropriate IVRS.  These offices, which have been informed of how to update the IVRS, are therefore reminded to update their IVRS information accordingly.