Live Research Assistance: Steps to take and transfer calls

From FamilySearch Wiki

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= Steps for taking a call: <br>  =
 
= Steps for taking a call: <br>  =
  
== Answering a Call:<br> ==
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== Answering a Call:<br> ==
  
Front line volunteers answer the phone and traige the call. You have several choices based on the content of the call. It can be answered by you or sent to a specialist. Occassionally you will answer a call that has been misdirected. <br>
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Front line volunteers answer the phone and traige the call. You have several choices based on the content of the call. It can be answered by you, sent to a specialist or, occassionally, you will receive a call that has been misdirected. <br>  
  
 
=== General Call:<br>  ===
 
=== General Call:<br>  ===
  
<br>  
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You will recognize a general call by the tweety noise that you hear when you answer the phone. It is then up to you to decide whether you can handle the question quickly or whether it needs to be sent to a specialist. If you decide to send it to a specialist you will need to determine if a specialist is available. Check the bottom of&nbsp; your dashboard and<br>  
  
 
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<br>  
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Calls will be routed to you from the general call volunteer. These calls are specific to the specialty or specialties that you indicated on your profile.  
 
Calls will be routed to you from the general call volunteer. These calls are specific to the specialty or specialties that you indicated on your profile.  
  
<br>
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<br>  
  
=== Misdirected Call:<br> ===
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=== Misdirected Call:<br> ===
  
Calls that are not research related need to be directed to the appropriate dept. Use the [http://rs-toolkit.com/Ready%20Reference.pdf Ready Reference Guide] to determine where the caller needs to be sent. If it is still nor clear, use the Skype group, Live Research Assistance, to get additional help.<br>
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Calls that are not research related need to be directed to the appropriate dept. Use the [http://rs-toolkit.com/Ready%20Reference.pdf Ready Reference Guide] to determine where the caller needs to be sent. If it is still not clear, use the Skype group, Live Research Assistance, to get additional help.<br>  
  
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== Recording Patron Information:<br>  ==
  
== Recording Patron Information:<br> ==
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=== Family Search User Name:<br> ===
  
=== Enter Patron's information:<br> ===
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It is important, when taking a call, to enter patron information on the dashboard. This allows follow-up calls if needed. If possible the best way to get this information is through the patron's FamilySearch username.<br>  
  
It is important, when taking a call, to enter patron information on the dashboard. This allows follow-up calls if needed. If possible the best way to get this information is through the patron's FamilySearch username.<br>
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When a call comes in, click on the "Get Caller ID" button.<br>  
  
When a call comes in, click on the "Get Caller ID" button.<br>
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=== Username not available or patron not willing to give it to you:<br> ===
  
  
  
== Help the Patron or Transfer the Call:<br> ==
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== Help the Patron or Transfer the Call:<br> ==
  
 
=== When/how to transfer the call:  ===
 
=== When/how to transfer the call:  ===
  
 
Calls should be transfered whenever there is a specialist available to take that call.
 
Calls should be transfered whenever there is a specialist available to take that call.

Revision as of 18:35, 1 April 2013

Contents

Steps for taking a call:

Answering a Call:

Front line volunteers answer the phone and traige the call. You have several choices based on the content of the call. It can be answered by you, sent to a specialist or, occassionally, you will receive a call that has been misdirected.

General Call:

You will recognize a general call by the tweety noise that you hear when you answer the phone. It is then up to you to decide whether you can handle the question quickly or whether it needs to be sent to a specialist. If you decide to send it to a specialist you will need to determine if a specialist is available. Check the bottom of  your dashboard and


Specialist Call:

Calls will be routed to you from the general call volunteer. These calls are specific to the specialty or specialties that you indicated on your profile.


Misdirected Call:

Calls that are not research related need to be directed to the appropriate dept. Use the Ready Reference Guide to determine where the caller needs to be sent. If it is still not clear, use the Skype group, Live Research Assistance, to get additional help.


Recording Patron Information:

Family Search User Name:

It is important, when taking a call, to enter patron information on the dashboard. This allows follow-up calls if needed. If possible the best way to get this information is through the patron's FamilySearch username.

When a call comes in, click on the "Get Caller ID" button.

Username not available or patron not willing to give it to you:

Help the Patron or Transfer the Call:

When/how to transfer the call:

Calls should be transfered whenever there is a specialist available to take that call.