1. [DocID] Editor: Sri SivaDate: 12/20/2006Change: Template Info

2. [DocID] Module Objectives By the end of this module, you should be able to: Demonstrate efficient and effective use of the Service Center telephone system. Identify how the call queue and SYMON board can help manage and monitor service levels. Describe how to check call queue information using the telephone. 1 Module Objectives Intro to the Phone System

3. Tool Overview Diagram 2 3 5 Intro to the Phone System Roll your mouse over the parts of this diagram to learn more. 8 9 10 11 6 12 13 The Service Center Tool Diagram is an interactive chart that will show the workflow of systems tools and where you currently are in the Hewitt learning course map. 4 7

4. [DocID] Lesson Overviews How To Use The Phone System Telephone Overview Tracking and Managing Calls In this lesson you will learn what the Service Center telephone system is, differentiate between the two phone lines. identify the functions you can perform, and describe the benefits of the phone system. In this lesson you will learn how to log on or off the phone, forward the DID line to voicemail, use hold, transfer a call, and conference third party. In this lesson you will learn how to identify the call queue and use the SYMON board to help manage and monitor service levels. a b Roll your mouse over each of the lesson titles to view a description of what you will learn. Lesson Overviews c Intro to the Phone System

5. [DocID] Lesson Objectives Lesson 1 Lesson Objectives 1 In this lesson, you will learn about the two different telephone lines and also the functions of the various buttons on the telephone panel. By the end of this lesson, you should be able to: Describe the Service Center telephone system. Differentiate between the two phone lines and how you receive client calls. Identify the functions of the buttons on the telephone system. Use the two different telephone statuses. Explain when to use the phone system. Identify the functions you can perform using the phone system. Describe the benefits of using the phone system. Intro to the Phone System

6. [DocID] Lesson 1 Page 1 The Telephone System at Hewitt Intro to the Phone System The benefits of using the phone system are: Calls are distributed evenly. The tracking ability allows Hewitt to set Service Levels for clients. The phone system can be used to perform the following functions: Answer customer questions. Obtain the data necessary to create transactions. Follow-up on an issue. Tracking call activity. Monitoring phone queues. Distributing Service Center calls.

7. [DocID] Lesson 1 Page 2a The Telephone System at Hewitt Click each tab to learn more. Intro to the Phone System a There are two separate phone lines associated with each phone in the Service Center. Personal LineClient Line This is a Direct Inward Dial (DID) line with a five-digit extension. In some locations, the number of digits may vary. Family members and other non-client contacts should use this line. This line should not be used when you are scheduled to be on the phone. Personal calls should only be made during lunch or on a break. You should place the DID line into voice mail while you are scheduled for phone time on the Client line. If you do not, call statistics from the Service Center will be distorted. ba

8. [DocID] Lesson 1 Page 2b The Telephone System at Hewitt Click each tab to learn more. Intro to the Phone System b There are two separate phone lines associated with each phone in the Service Center. Personal LineClient Line Employee and client call lines have a six-digit extension. In some locations, the number of digits may vary. Use this line for both inbound and outbound calls with customers. Transfer calls only to another Customer Service Associate ’ s Client line, not his or her personal line. ba

9. [DocID] Lesson 1 Page 3a The Telephone System at Hewitt Click each tab to learn more. Intro to the Phone System For inbound calls, the Interactive Voice Response (IVR) system automatically notifies the caller that their call is being recorded for quality and training purposes. a The phone system records both inbound and outbound calls made on the DID and Client lines. The Woodlands system records only Client line calls. Check with your client team trainer to find out if both lines on your phone will be recorded. ab Inbound Calls Outbound Calls Animation of a phone ringing and a person sitting in front of the computer answers the phone and when the person answers the phone, show the computer screen changing. For example, show a pop up within the computer screen window. a

10. [DocID] Lesson 1 Page 3b The Telephone System at Hewitt Click each tab to learn more. Intro to the Phone System When making outbound calls, you must tell the customer that the call is being recorded. b The phone system records both inbound and outbound calls made on the DID and Client lines. The Woodlands system records only Client line calls. Check with your client team trainer to find out if both lines on your phone will be recorded. ab Inbound Calls Outbound Calls Animation of a person picking up the phone and making a call. Show the person pressing something on the keypad of the telephone. The person is sitting in front of a computer. b

11. Applying your Knowledge - 1 of 1 Which of the following statements correctly describes the client phone line? Check all that apply. Select all that apply and click Check My Answer. It has six digits. It is used only for customer calls. It is used when transferring a customer call to another CSA. Lesson 1 Page 4 Intro to the Phone System It is also known as a Direct Inward Dial (DID) line.

12. [DocID] Lesson 1 Page 5a The buttons used to handle client and non-client communication are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System a MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b c a d e MAILBOX The MAILBOX button is used to access the phone mail system. See your phone mail manual for more information on using phone mail.

13. [DocID] Lesson 1 Page 5b The buttons used to handle client and non-client communication are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System b MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b c a d e XXXXX This is Your 5-digit DID line, that is, your personal line. It should be used for family members and other non- customer contacts. This is the number you give to your family to contact you during business hours. Personal Outbound calls must be made on this line to avoid distorted statistics. In some locations, the number of digits may vary.

14. [DocID] Lesson 1 Page 5c The buttons used to handle client and non-client communication are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System c MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b c a d e XXXXXX This is your 6-digit ACD (customer) line. It is used for incoming customer calls and outgoing calls to customers or your client. In some locations, the number of digits may vary.

15. [DocID] Lesson 1 Page 5d The buttons used to handle client and non-client communication are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System d MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b c a d e FWD PHML The FWD PHML button is used to automatically forward your DID (personal) line into voice mail when you are taking customer calls.

16. [DocID] Lesson 1 Page 5e The buttons used to handle client and non-client communication are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System e MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b c a d e CANCEL PHML The CANCEL PHML button is used to stop forwarding your DID line into voice mail.

17. Applying Your Knowledge - 1 of 1 Lesson 1 Page 6 XXXXX To take a client call.FWD PHML a b d c c Functions performed Intro to the Phone System Match the button with its correct function. Given below is the list of buttons found on the telephone panel. Also given is a list of the functions performed using these buttons. Identify the buttons with the functions they perform. To take a personal call. To automatically forward your DID (personal) line into voice mail when you are taking customer calls. To stop forwarding your DID (personal) line into voice mail. Buttons CANCEL PHML XXXXXX a b d

18. [DocID] Lesson 1 Page 7a The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ a b c d MENU The Menu button displays a preprogrammed series of available telephone functions on the LCD display. Consult your telephone manual for further information on these preprogrammed menu functions. a e

19. [DocID] Lesson 1 Page 7b The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ a b c d AUTO/MAN The AUTO/MAN Button. If this button is lit and your headset is plugged in, the handset will ring and you only need to pick up your handset to answer the call. If this button is not lit, calls come through the headset only. The call is connected immediately after a “ zip tone ” is heard on the headset. When you are in this mode, do not press the ACD line or you will disconnect the caller. Normally, you want to leave this button lit unless call volume is heavy and you want to receive one call directly after another. Auto/Man is not used in Orlando and Toronto. b e

20. [DocID] Lesson 1 Page 7c The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ a b c d SILMT The SILMT, or Silent Monitor button is only used by management to monitor performance. This button will not light if you are being monitored; it only lights on the phone of the person doing the monitoring. Your personal line (DID) cannot be silently monitored. c e

21. [DocID] Lesson 1 Page 7d The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ a b c d ENTER ID The ENTER ID button is used to enter your Log On ID when logging on to the ACD phone system. d e

22. [DocID] Lesson 1 Page 7e The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ a b c d e e BADLINE The BADLINE button is used to report a line that has something wrong with it (e.g. crackling noise). Use this button on high volume call days to report that calls for other client teams are coming to your line. Check with your manager first. This button may not exist in some locations.

23. [DocID] Lesson 1 Page 7f The phone panel used in the context of our Service Center is robust in order to support various call center functions. Although the telephone panels differ by location, all locations use the same two separate phone lines. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ a b c d f e f SYS SPEED & PROGRAM The SYS SPEED button allows you to speed dial a preprogrammed phone number. The PROGRAM button allows you to program phone numbers for speed dialing. Consult your telephone manual for more information.

24. Applying Your Knowledge - 1 of 1 Lesson 1 Page 8 MENU a b b c c Functions performed Intro to the Phone System Match the button with its correct function. Given below is the list of buttons found on the telephone panel. Also given is a list of the functions Performed using these buttons. Identify the buttons with the functions they perform. To display a preprogrammed series of available telephone functions on the LCD display. To enter your Log On ID when logging on to the ACD phone system. Used by management to monitor performance. Buttons SILMT ENTER ID a BADLINE SYS SPEED To report a line that has something wrong with it (e.g. crackling noise). To speed dial a preprogrammed phone number. d e d e

25. [DocID] Lesson 1 Page 9a The buttons used to transfer and connect calls are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System a MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b a TRANSFER The Transfer button is used to transfer a call to another party or conference in a third party to your call.

26. [DocID] Lesson 1 Page 9b The buttons used to transfer and connect calls are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System b MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b a CONNECT The CONNECT button is used to reconnect to the original party when you are not able to transfer to another party.

27. Applying Your Knowledge - 1 of 1 Lesson 1 Page 10 TRANSFERTo transfer a call to another party or conference in a third party to your call. CONNECT a b a b Functions performed Intro to the Phone System Match the button with its correct function. Given below is the list of buttons found on the telephone panel. Also given is a list of the functions Performed using these buttons. Identify the buttons with the functions they perform. To reconnect to the original party when you are not able to transfer to another party. Buttons To access the phone mail system. MAILBOX c c

28. [DocID] Lesson 1 Page 11 The button used when you can’t address the query immediately are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System a MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ a HOLD Using the HOLD button to place a party on hold allows only three minutes before the call rings back at your desk. Placing a party on HOLD does not allow the customer's personal information to be preserved if you transfer a customer to another party.

29. Applying Your Knowledge - 1 of 1 Lesson 1 Page 12 HOLD Also known as the ACD line. a c b Functions performed Intro to the Phone System Match the button with its correct function. Given below is the list of buttons found on the telephone panel. Also given is a list of the functions Performed using these buttons. Identify the buttons with the functions they perform. Also known as the DID line. To place an employee on hold. Buttons XXXXX XXXXXX b a c

30. [DocID] Lesson 1 Page 13a The buttons used to inform the system about your availability are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System a AVAIL The AVAIL button is used to tell the system that you are available to take calls. Press this button at the start of your scheduled phone times. The system routes each incoming call to the associate who has been available the longest. MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b c a

31. [DocID] Lesson 1 Page 13b The buttons used to inform the system about your availability are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System b UNAVA The UNAVA button is used to tell the system that you are not available to take customer calls. You will not use the UNAVA button if you are on Workforce Management. This is the initial status when you log on to the system. Unavailable status does not affect your personal DID line. MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b c a

32. [DocID] Lesson 1 Page 13c The buttons used to inform the system about your availability are highlighted below. Click on each highlighted button to view more information about it. You will get a chance to practice using these buttons later. Telephone Panel Functions Intro to the Phone System c WORK The WORK button is used to prevent calls from coming in on your ACD line. Your phone automatically moves to Work status when you complete each call. The amount of time your phone remains in Work status varies by client. You must press the AVAIL button if you wish to receive another call before this time expires. MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b c a

33. Applying Your Knowledge - 1 of 1 Lesson 1 Page 14 AVAIL This button is used to tell the system that you are not available to take customer calls. a b a c Functions performed Intro to the Phone System Match the button with its correct function. Given below is the list of buttons found on the telephone panel. Also given is a list of the functions Performed using these buttons. Identify the buttons with the functions they perform. This button is used to tell the system that you are available to take calls. This button is used to prevent calls from coming in on your ACD line. Buttons UNAVA WORK c b

34. [DocID] Lesson 1 Page 15a The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. Telephone Panel Functions Intro to the Phone System a ACDSS/ACDSQ The ACDSS/ACDSQ buttons are used when you are answering calls or working with another team. Check with your manager to see if your team is using these buttons. MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ a a

35. [DocID] Lesson 1 Page 15b The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. Telephone Panel Functions Intro to the Phone System b MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ b CALLBACK The CALLBACK button is not currently utilized.

36. [DocID] Lesson 1 Page 15c The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. Telephone Panel Functions Intro to the Phone System c MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ c PICK The PICK button is not currently utilized.

37. [DocID] Lesson 1 Page 15d The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. Telephone Panel Functions Intro to the Phone System d MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ d MUTE The MUTE button is not currently utilized.

38. [DocID] Lesson 1 Page 15e The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. Telephone Panel Functions Intro to the Phone System e MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ e ACCT The ACCT button is not currently utilized.

39. [DocID] Lesson 1 Page 15f The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. Telephone Panel Functions Intro to the Phone System f MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ f ACDPS/ACDPQ The ACDPS/ACDPQ buttons, which work together to inform you of your teams call queue. The ACDPS button lights if anyone is in the queue and will flash if three or more are waiting in the queue. Check with your manager to see if your team is using these buttons. f

40. [DocID] Lesson 1 Page 15g The remaining buttons on your phone system panel may or may not be used. Check with your manager to see if your team is using these buttons. Telephone Panel Functions Intro to the Phone System g MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ g SPEAKER The SPEAKER button is pressed to engage the speaker phone. You should be sensitive to disturbing others in your immediate area if you use this.

41. [DocID] Lesson 1 Page 16 Do you recall the two phone-panel options Available and Work? You will use both of these while taking employee and manager calls. 1 23 Intro to the Phone System When you disconnect a call, your client line automatically forwards to the Work status. It remains in Work status for a prescribed period of time, usually between 10 to 30 seconds. After that, it automatically forwards to available. If you are ready for a call sooner, press AVAIL button to change your status. Small animation of a person hanging up a phone. Please include a picture of the computer as well. Animation keeps looping slowly Small animation of a telephone as shown in picture A. Then zoom in to show picture B, with the WORK button/light blinking. Animation keeps looping slowly. Small animation of a telephone as shown in picture A. Then zoom in to show picture B, with the AVAIL button/ light blinking. Animation keeps looping slowly. 1 23 Click on each picture to learn more. Phone Status A B AVAIL UNAVA WORK zoom

42. [DocID] Lesson Summary Lesson 1 Lesson Summary – Telephone Overview 1 Intro to the Phone System In this lesson you learned about the two different phone lines and the functions of various buttons on the telephone panel. You should now be able to differentiate between the two phone lines, which are the personal line and the client line. You should also be able to identify what each button on the telephone panel represents.

43. [DocID] Lesson Objectives Lesson 2 Lesson Objectives 1 In this lesson, you will learn how to use the phone system to carry out various procedures such as logging in and out of the system, transferring a call to a third party, and conferencing with a third party. By the end of this lesson, you should be able to: Log on or off the phone. Forward the DID line to voicemail. Put a customer on Hold. Transfer a call. Conference in a third party. Intro to the Phone System

44. Logging On Click each section to learn more. Intro to the Phone System Lesson 2 Page 1a a a You need to log onto the phone system when you are scheduled for phone time. Logging On Try it Phone System

45. Logging On Click each section to learn more. Intro to the Phone System Lesson 2 Page 1b b b Logging On Try it MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ 1 2 2 3 1 1. Press the Client line button on your telephone. 2. Press the ENTER ID button to enter your ID. 3. Enter your Client Logon ID. 4. Press the Client line button again to complete the logon process. Using the interactive phone system on the right, click on the ENTER ID button. Using the interactive phone system on the right, click on the button marked “ xxxxxx ”. Using the interactive phone system on the right, click on the buttons highlighted. This is the location where you will enter the Client Logon ID assigned to you. Using the interactive phone system on the right, click on the button marked “ xxxxxx ”. 3 1

46. Logging Off Click each section to learn more. Intro to the Phone System Lesson 2 Page 2a a a You need to log off the phone system when you are scheduled for off- phone time. Logging Off Try it Phone System

47. Logging Off Click each section to learn more. Intro to the Phone System Lesson 2 Page 2b b b Logging Off Try it MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ 1 2 2 1. Press the Client line button on your telephone. 2. Press the ENTER ID button once. 3. Press the Client line button on your telephone. Using the interactive phone system on the right, click on the ENTER ID button once. Using the interactive phone system on the right, click on the button marked “ xxxxxx ”. 1 1 Using the interactive phone system on the right, click on the button marked “ xxxxxx ”..

48. Forwarding to Voicemail Click each section to learn more. Intro to the Phone System Lesson 2 Page 3a a a When you are on scheduled phone time, forward your DID line to voicemail. Forwarding to voicemail Try it Phone System

49. Forwarding to Voicemail Click each section to learn more. Intro to the Phone System Lesson 2 Page 3b b b Forwarding to voicemail Try it MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ 1 2 2 1. Press the DID line button. 2. Press the FWD PHML button. Using the interactive phone system on the right, click on the FWD PHML button once. Your DID extension light should flicker. Using the interactive phone system on the right, click on the button marked “ xxxxx ”. 1

50. Forwarding to Voicemail Click each section to learn more. Intro to the Phone System Lesson 2 Page 4a a a When you are scheduled for off-phone time, you may release your forwarding to voicemail. Release forwarding to voicemail Try it Phone System

51. Forwarding to Voicemail Click each section to learn more. Intro to the Phone System Lesson 2 Page 4b b b Release forwarding to voicemail Try it MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ 1 2 2 1. Press the DID line button. 2. Press the CANCEL PHML button. Using the interactive phone system on the right, click on the CANCEL PHML button once. Using the interactive phone system on the right, click on the button marked “ xxxxx ”. 1 3. Press the DID line button to disconnect. Using the interactive phone system on the right, click on the button marked “ xxxxx ”. 1

52. Placing on Hold Click each section to learn more. Intro to the Phone System Lesson 2 Page 5a a a There may be times when you need to put a caller on hold for a moment while you are researching or discussing an issue with another person. Placing on Hold Try it Phone System While on hold, the caller cannot hear anything and you cannot hear the caller. The system does not record your comments when you are on hold.

53. Placing on Hold Click each section to learn more. Intro to the Phone System Lesson 2 Page 5b b b Placing on Hold Try it MENU TRANSFER CONNECT HOLD MAILBOX CALLBACK PICK BADLINE SPEAKER MUTE XXXXX XXXXXX AUTO/MAN SILMT ACCT SYS SPEED PROGRAM FWD PHML CANCEL PHML AVAIL UNAVA WORK ENTER ID ACDPS ACDSS ACDPQ ACDSQ 1 1. To put a caller on hold, press the HOLD button. Using the interactive phone system on the right, click on the HOLD button. The HOLD button should flash to indicate the call is on hold. 1 2. To release the caller on HOLD, press the client line. Using the interactive phone system on the right, click on the button marked “ xxxxxx ”. Your caller can now hear you. 2 2

54. Applying your Knowledge - 1 of 1 Which of the following statement is false when you put a caller on HOLD? Select the correct option and click Check My Answer. Your call stops being recorded. You can still hear the caller. The caller cannot hear you. Your status remains at WORK status. Lesson 2 Page 6 Intro to the Phone System

55. [DocID] Lesson 2 Page 7 There may be a situation where you need to transfer an employee to another associate such as a topic specialist or a manager. The procedure for transferring a caller is as follows: 1 5 3 Intro to the Phone System 1.Ask the employee to please hold. 2.Close out the caller ’ s account on your computer before transferring the call. 3.Press the TRANSFER button. 4.Dial the six digit client line of the party to whom you are transferring the call. 5.Wait for an answer and announce that you are transferring a caller and explain the situation. 6.Pass on any applicable security information. 7.Hang up the phone. CSAs have the ability to transfer a phone call directly from Navigator just as you would from the phone system. This will be taught in another module. 6 2 4 Transferring a Caller A B MENU TRANSFER CONNECT zoom SMALL animation of a person speaking on the phone. Small animation of a person clicking their mouse and a screen on the computer closes. SMALL animation of TWO people speaking on the phone. Split the screen. See sample picture D. Small animation of a telephone as shown in picture A. Then zoom in to show picture B, with the TRANSFER button/light blinking. Small animation of a telephone as shown in picture C. with the Highlighted/circled buttons/light blinking. C Small animation of one person calling and waiting and then the screen splits into two and person 1 is talking to person 2 7 Click on each picture to learn more. D

56. [DocID] Lesson 2 Page 8 1 Intro to the Phone System Conferencing in a Third Party SMALL animation of a person speaking on the phone. SMALL animation of THREE people speaking on the phone. Split the screen. See sample picture A. Small animation of a person dialing the phone. Small animation of one person calling and waiting and then the screen splits into two and person 1 is talking to person 2. Click on each picture to learn more. A Occasionally, you will need to conference in a third party on your call to ensure that the customer is getting a resolution to her/his issue. These steps vary according to your location. Please check with your manager for client specific training on how to conference in a third party. When a customer needs to be in a third party conversation with another person, place the customer on hold. Contact the party to whom you wish to conference. Wait for an answer and announce that you are conferencing the third party. You may begin your third party conversation. 3 4 2 12 3 4

57. [DocID] Lesson Summary Lesson 2 Lesson Summary – How to use the Phone System 1 Intro to the Phone System In this lesson you learned how to use the phone system to carry out various procedures such as logging in or out of the system, forwarding the DID line to voicemail, transferring a call, putting a customer on hold and conferencing in a third party conversation.

58. [DocID] Lesson Objectives Lesson 3 Lesson Objectives 1 In this lesson, you will learn the various ways service levels are managed and monitored using the Call Queue and SYMON board. By the end of this lesson, you should be able to identify what the call queue and SYMON board are and how they can help manage and monitor service levels Intro to the Phone System

59. [DocID] Lesson 3 Page 1a Tracking Calls Click each tab to learn more. SYMON board Intro to the Phone System Call Queue refers to the display and management of calls coming in to the Genysys system. Genysys is the system used to route calls to CSAs based on their skill set. Call Queue a b a Service levels are managed and monitored using the Call Queue and SYMON board.

60. [DocID] Lesson 3 Page 1b Tracking Calls Click each tab to learn more. SYMON Board Intro to the Phone System A SYMON board is an electronic display placed where associates share information about the current number of calls in queue, average call waiting times, and system issue alerts. SYMON boards are used to communicate the current status with all associates on the floor. Each team’s SYMON board information can differ slightly due to client considerations. Each Service Center SYMON board displays call-queue information, including number of calls waiting in the queue, length of the longest waiting call, and average call-answer speed. Move your mouse over the SYMON board to see what the information displayed means. Call Queue ab Service levels are managed and monitored using the Call Queue and SYMON board. b The client. Calling about Annual Enrollment. Longest call length in queue (seconds). Number of calls in queue.

61. [DocID] Lesson 3 Page 2 Managing Service Levels 1 Intro to the Phone System Service levels are a representation of the speed in which we answer incoming calls. Industry-wide, service levels are a part of call center agreements to ensure quality service. Our service levels are stated in x% answered within y seconds. For example, if our service level agreement is 80 in 30, that means that we have agreed to answer 80% of all incoming calls within 30 seconds or less. Service levels are measured hourly, daily, weekly, monthly, quarterly, and annually. We typically report these results to the client on a weekly basis initially after the live date, and then reduce to quarterly reports after the first 3 months. 2 3 80/30 90/30 70/20

62. Applying your Knowledge - 1 of 1 If your service level agreement is 60/20, what is your expected performance on the job? Select the correct option and click Check My Answer. You answer 20% of all queries in 60 seconds. You answer 60% of all the queries in 20 seconds. You answer 60% of all queries in 20 minutes. You answer 20% of all queries in 60 minutes. Lesson 3 Page 3 Intro to the Phone System

63. [DocID] Lesson Summary Lesson 3 Lesson Summary – Tracking and Managing Calls 1 Intro to the Phone System In this lesson you learned that service levels are managed and monitored using the Call Queue and SYMON board. You also learned that service levels are a representation of speed in which incoming calls are answered, the various types of service level agreements and how they are measured and reported back to clients.

64. [DocID] MODULE SUMMARY In the module, you learned about the telephone system at Hewitt which equipped you with the foundational knowledge and processes necessary to work with Hewitt’s call center telephones. You should now be able to demonstrate efficient use of the Service Center telephone system using the various buttons on the telephone panel and understand how calls are tracked using the SYMON board and Call Queue. 1 Intro to the Phone System