Student Training

1. Pick up the phone and say, “Hello! You’ve reached Allen Memorial Library at Valley City State University. This is (your name) speaking. How may I direct your call?”

2. If the caller is asking a simple question that you know the answer to (Example: “How late are you open tonight?”) answer the caller’s question.

3. If you don't know the answer to the caller’s question, say “One moment please. I know someone who can answer that question” and transfer the call to the appropriate library staff person. (Use the Reference Referral Chart if you're not sure who this is.)

4. If the caller asks for a specific person, and you cannot see that person from the Desk to ask him/her to come to the phone, say “He/she is not here right now. Can I take a message or get your call back number?” then use the While You Were Out Form (located in the Information Desk drawer) to note the caller’s information, the date and time you took the message and your initials

How to Transfer Calls

1. While on the line with the caller, press the button below the Transfer icon on the phone’s display.

2. Then, select the appropriate speed dial button on the right-hand side of the screen. The choices are: Director, Library Office (Library Assistant), Cataloging (Resource Services Librarian), and Reference (User Services Librarian). The call will then ring through to the phone you chose.

3. Hang up the phone, or, if you want to let the person to whom you're transferring the call to know who is calling them, stay on the line. Only when you hang up the phone will the caller be directly in contact with the recipient of the transfer.

Tips:

If you need to transfer someone to a number other than those listed on the speed dial, dial 3 plus the last four digits of the phone number.  Refer to the VCSU Directory to find these numbers.

a. When the person answers, say “I have a call for you asking about…” then hang up the phone.

b. If the person does not answer right away, just hang up the phone and the caller will hear the person’s phone ring and be directed to his/her voicemail.

c. If you want to continue the conversation with the caller because, instead of letting it go to the recipient's voicemail, press the green light next to the caller’s number and you will again be in a live conversation with the caller.

How to Dial an Office On Campus

1. Dial 3 plus the last four digits of the number (Example: 37275 is Donna’s number when calling from an on-campus phone.)
2. Local: Use the buttons on the phone to transfer to our staff, or dial 9-the number