All phone calls to the Circulation Department come in on extension 5-2354.  If the call is not answered by the 4^th ring, the call will roll to extension 5-2355.  All desk trained students are expected to answer the phone.  Try to answer the call by the 3^rd ring. When you answer the phone give the name of the library and the department (i.e. Kuhn Library, Circulation Department.  How may I help you?).  Try to answer the patron’s question.

Putting a call on hold

When to place a call on hold:                                                                            

• If you are working with a patron when the call comes in ask the caller if they can hold before you place the call on hold.  Note the extension.  DO NOT FORGET TO RETURN TO THE CALL WHEN YOU FINISH WITH THE LIBRARY PATRON.

• If you have a line at the desk when the call comes in ask the caller if they can hold before you place the call on hold. Note the extension.  Then ring the doorbell and ask the person responding to answer the call.

• If you do not know the answer to the caller’s question or it needs to be answered by a specific staff person (ex. fine, reserves) or the caller asks to speak to a specific person tell them that you are going to put them on hold before you do it.  Then tell the person the extension where the call is on hold.

 To place a call on hold:

1. Press the HOLD button.

2. Hang up the phone.

 To answer a call placed on hold:

1. Press the button for the correct extension.

 Transferring a call

If you need to transfer a call to another person or department:

1. Look up the phone number on the Library Phone List.

2. Tell the caller the extension of the person or department, then say that you are going to transfer the call.

3. Press the TRANSFER button and dial the 5 digit extension.

4. When the call is answered say “Transferring a call” and hang up.

Picking up a call from another line

If you need to answer a call on hold and there is no button for the extension, you need to pick the call.

Press the PICK button and dial the 5 digit extension; you should be connected.

Taking a message

If a call comes in for someone who is not here, ask the caller if they want to leave a message.  If they do, PRINT (as legibly as possible) the message on a pink message sheet and check all applicable boxes.  Tape the message to the staff person’s computer monitor or paper clip it to the student’s folder. The message should include:

• The name of the person who will get the message.

• The date (mm/dd/yyyy)and time (hh:mm am or pm) of the message.

• The name of the caller and a call back number.

• An ID number for the caller (Aleph system ID number, patron barcode or UMBC alphanumeric ID) if the question concerns the items they have checked out or money owed to the library.

• A brief explanation of the call.

• Your full name, written legibly.

Calling back

If you cannot answer the caller’s question and tell them that you will check on the situation when you get off the desk, write the question you will research and contact information for the caller. When you get the answer, contact the caller ASAP. If you are unable to check for the answer or contact the patron before your shift is over, pass on the contact information and the question and/or answer to a staff person to complete the transaction in a timely manner.