Telephony Service Improvements: Contact Portal/Auto Attendant service (Edinburgh campus)

Contact Portal and Auto Attendant services go live on 17th December 2015. The Contact Portal in particular extends “self-service” options which will help ensure that callers get connected to the person or service they require as quickly as possible.

Key benefits include

  • Professional 1st impression – when the switchboard is busy, subsequent callers will no longer experience the switchboard number just ringing out, as if no one is there
  • Eliminates missed calls – The University Telephonist will endeavor to answer all calls.  However, multiple calls received simultaneously will result in the third and subsequent calls being answered by the auto-attendant
  • Call routing options for our key services ensure that customers can get to the service required quickly
  • Voice recognition for staff and services – so you can make contact even if you don’t know the extension number you are calling

Contact Portal

To improve the flexibility and ease of use of the Edinburgh campus telephony system a new Contact Portal service is being introduced. This means that as well as being able to direct dial the 4-digit extension (see People Finder) – there will be the added option of “asking” for a service, department or person through the Contact Portal. The Contact Portal uses voice recognition to direct your call.

You can ring the Contact Portal from on or off campus

  • On campus dial 0 or 4040
  • Off campus dial 0131 451 4040

Then simply follow the instructions.

Please note Voice recognition systems can be sensitive to background noise and different accents. If you have problems with the voice recognition system you can still direct dial the extension required (see People Finder).

For more information see Telephony Services

Auto Attendant

An Auto Attendant service has been introduced to the Edinburgh campus switchboard (0131 449 5111). When the switchboard is busy, callers will be offered a menu of options that they can select from.

The options given are: –

  1. Ask for service or staff member (this re-directs to the Contact Portal – see above)
  2. Student Service Centre
  3. Finance Office
  4. Hold for the operator. If a caller opts to hold they will join the call overflow queue.

Feedback

If you have any queries or feedback about either of these improvements, please email ithelp@hw.ac.uk

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