Call Center - November 2009

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					       Call Center Operations
                UNIVERSITY RESPONSE PLAN

                      November 2009


                        * * * * *

                 Offices of the Dean of Students
                       UW Survey Center
                Visitor & Information Programs
                               DoIT




November 2009                                      -1-
        CALL CENTER ORGANIZATIONAL CHART – UWSC
                 Located at UW Survey Center

 EMERGENCY OPERATIONS CENTER


                 INFORMATION MANAGEMENT GROUP (IMG)




                                      EOC LIAISON




 CALL CENTER – UWSC
 866-868-3930

                                CALL CENTER MANAGER
                         Offices of the Dean of Students (ODOS)




                                                            FIELD DIRECTOR
                                                            UW Survey Center
                                                                (UWSC)



     Phone      Phone        Phone       Phone              Building   Building
      Staff      Staff        Staff       Staff              Staff      Staff




November 2009                                                                     -2-
          CALL CENTER ORGANIZATIONAL CHART - VIP
           Located at Visitor and Information Programs (VIP)


  EMERGENCY OPERATIONS CENTER


                    INFORMATION MANAGEMENT GROUP (IMG)




                                    EOC LIAISON




  CALL CENTER – VIP
  866-868-3930

                      CALL CENTER MANAGER / FIELD DIRECTOR
                        Visitor and Information Programs (VIP)




           Phone      Phone      Phone       Phone     Building   Building
            Staff      Staff      Staff       Staff     Staff      Staff




November 2009                                                                -3-
CALL ROUTING PROCESS AND OPTIONS
                                                                                                                    VIP Parent Info Line
                                                                                                                      1-877-262-3977
                                 UW Madison Critical Information LIne

                                                                                                                          VIP Call
                                                 866-868-3930                                   Crisis Conditions
                                                                                                                          Allocator
                                                   Default Script:
                                       “This is the University of Wisconsin –
                                       Madison critical information line. This
                                            message will be updated as
                                       information becomes available. You
                                              can check the web sites
                                                  www.wisc.edu or
                                        www.parent.wisc.edu for updates.”                                           Normal Conditions

                                                     Optional:
                                                “Press 1 if …. .”

                                                                                                                         262-3977



                                                                                                                      VIP – Red Gym




                                                    Call Allocator
                                           Crisis Team can send all traffic
                Normal Conditions
  Busy Signal                               to one destination or allocate
                     100%
                                           between destinations based on
                                                          %.


                                                  Crisis Conditions



                      890-2067                       263-4357                      890-1939
                    866-787-7419                   866-282-1904                  866-282-1907

                  Primary (28 lines)            Technology Specific             Health Specific
                   Survey Resarch                 DoIT Help Desk                     UHS
                 Center - 630 W. Mifflin          1210 W Dayton               333 E Campus Mall
                           St.
                                     890-2848

                               Temporary/Auxillary
                                      5 lines
                              VIP – Armory Red Gym                 Madison Campus
                                   716 Langdon                  AT&T Spring Central Office




November 2009                                                                                                             -4-
November 2009   -5-
                                            TABLE OF CONTENTS

CALL CENTER ORGANIZATIONAL CHART – UWSC.......................................... 2
CALL CENTER ORGANIZATIONAL CHART - VIP ............................................... 3
CALL ROUTING PROCESS AND OPTIONS ............................................................. 4
1: INTRODUCTION ........................................................................................................ 8
   Overview ......................................................................................................................... 8
   Acronyms ........................................................................................................................ 8
   Positions and Roles ......................................................................................................... 8
   Phones ............................................................................................................................. 9
   Call Center Process Overview ........................................................................................ 9
   Training ........................................................................................................................... 9
   Testing............................................................................................................................. 9
   Updating Call Center Document ................................................................................... 10
2: TELEPHONE NUMBERS ........................................................................................ 12
   Call Center Phone Number ........................................................................................... 12
   DoIT .............................................................................................................................. 12
   Emergency Operations Centers (EOC) ......................................................................... 12
   Offices of the Dean of Students (ODOS) ..................................................................... 12
   UW Survey Center (UWSC) ......................................................................................... 13
   Visitor & Information Programs (VIP) ......................................................................... 13
3: INFORMATION MANAGEMENT GROUP .......................................................... 16
   Information Management Group Checklist .................................................................. 16
4: CRITICAL INFORMATION LINE......................................................................... 20
   Critical Information Line Checklist .............................................................................. 20
5: EOC LIAISON............................................................................................................ 22
   EOC Liaison Checklist ................................................................................................. 22
   Communication Form: EOC Liaison to Call Center Manager ..................................... 26
6: CALL CENTER MANAGER ................................................................................... 27
   Call Center Manager Checklist ..................................................................................... 27
   Communication Form: Call Center Manager to EOC Liaison ..................................... 31
7: FIELD DIRECTOR ................................................................................................... 33
   Field Director Checklist ................................................................................................ 33
   Call Center Sign In / Sign Out Sheet ............................................................................ 35
8: PHONE STAFF .......................................................................................................... 36
   Phone Staff Checklist .................................................................................................... 36
   Phone Call Form ........................................................................................................... 38
9: OFFICES OF THE DEAN OF STUDENTS ............................................................ 40
  ODOS Checklist............................................................................................................ 41
10: UW SURVEY CENTER .......................................................................................... 42


November 2009                                                                                                                        -6-
11: VISITOR & INFORMATION PROGRAMS ........................................................ 48




November 2009                                                                              -7-
Section 1: Introduction


                        SECTION 1: INTRODUCTION

OVERVIEW
  A call center is a centralized office used for the purpose of receiving a large volume
  of telephone calls. The University of Wisconsin-Madison would activate an
  emergency Call Center if, as a consequence of an event or incident, students, parents,
  staff and the public would be calling campus and very likely overwhelm the phone
  systems of departments such as Visitor and Information Programs and Police
  Dispatch.

   UW Survey Center (UWSC) and Visitor and Information Programs (VIP) could host
   a call center. If UWSC provides the facility, the Offices of the Dean of Students
   (ODOS) and other staff would answer the phones. If VIP provides the facility, VIP
   would both provide the facility and provide staff to answer the phones. DoIT would
   provide technical support.

ACRONYMS
   EOC: Emergency Operations Center
   IMG: Information Management Group in the EOC
   ODOS: Offices of the Dean of Students
   VIP: Visitor and Information Programs
   URP: University Response Plan
   UWPD: University of Wisconsin-Madison Police Department
   UWSC: University of Wisconsin Survey Center

POSITIONS and ROLES
   Call Center Manager: person who is in charge of the Call Center; communicates
     with EOC through the EOC Liaison; receives information and message to be
     provided to callers; requests support for Call Center operations. ODOS if Center
     is at UWSC; VIP if Center is at VIP.
   EOC Liaison: person from IMG who is the contact person between the IMG and
     the Call Center Manager; appointed by IMG Facilitator; communicates with Call
     Center through the Call Center Manager
   EOC Manager: UWPD Police Manager who is in charge of the EOC; contact
     person between EOC and Executive Management group; all EOC groups,
     including the IMG, report to the EOC Manager.
   Field Director: from the facility that is housing the Call Center (usually the UW
     Survey Center); provides space, phones, computer, copier, IT support, etc.; assists
     Call Center Manager as necessary; if needs support from EOC, requests it through
     the Call Center Manager. If Center is at VIP, the Field Director and Call Center
     Manager positions would be combined and would be staffed by a VIP member.
   Information Management Group (IMG): EOC group that manages all official
     information from the University; activates and has responsibility for the Call
     Center; provides direction to the Call Center through the EOC Liaison



November 2009                                                                         -8-
Section 1: Introduction


      IMG Facilitator: in charge of the IMG in the EOC; reports to the EOC Manager;
       appoints the EOC Liaison from IMG.
      MOC: Manager on Call for UWPD
      Phone Staff: front line people who will be handling the calls that come in to the
       Call Center

PHONES
  866-868-3930 will always be the published number no matter which call center is
  activated, or even if it is decided not to activate a call center but to use VIP resources
  to answer general questions.

CALL CENTER PROCESS OVERVIEW
See the individual sections of the Call Center manual for checklists for each of the
positions, as well as call center forms.

   1) Information Management Facilitator (or UWPD MOC) consults with the EOC
      Executive Group to decide if a Call Center should be activated. Facilitator
      appoints an EOC Liaison. At this point, the IMG gives direction and support to
      the call center through the EOC Liaison.
   2) IMG records a message to DoIT’s Critical Information Line (866-869-3930) and
      publishes the number.
   3) IMG prepares all scripts and updates for the call center. EOC Liaison gets this
      info to the Call Center Manager. Note: The phone lines will not be opened until
      an approved script is received by the Call Center Manager.
   4) EOC Liaison contacts the Offices of the Dean of Students Designated Dean and
      the call center site Field Director and gives them the details of the call center
      activation.
   5) ODOS Designated Dean contacts staff until there are enough to staff the phone
      bank. ODOS appoints someone to be the Call Center Manager.
   6) The Call Center Manager is in charge of the call center and communicates
      regularly with the EOC Liaison.
   7) Field Director contacts own staff to open and provide support (IT, etc.) to the call
      center.
   8) IMG Facilitator consults with Executive Group about closing the call center. The
      EOC Liaison will pass this information on to the Call Center Manager.

TRAINING
Staff who will be working in the Call Center should receive annual training. Topics
covered should include: tour of the Call Center, parking, and demonstrations of how to
sign on to the computer and how to use the phones, how to access and refresh the
website, how to open another browser window, forms and scripts, etc.

TESTING
There should be an annual test with DoIT for each call center location to make sure the
phone banks being used can be quickly and efficiently converted for call center use.




November 2009                                                                             -9-
Section 1: Introduction


UPDATING CALL CENTER DOCUMENT
All departments or units involved in the call center process should review their material
and their phone lists quarterly and send the revised information to the UWPD Emergency
Management Unit (EMU). EMU will update the Call Center manuals. Send updates to:
emergencymgt@uwpd.wisc.edu.

Contacts for updating purposes are:
       DoIT – Terri Kopish
       EOC/UWPD – Jane Richgels
       ODOS – Kevin Helmkamp
       UWSC – Steve Coombs
       VIP – Nancy Sandhu




November 2009                                                                         -10-
Section 1: Introduction




November 2009             -11-
Section 2: Telephone Numbers


                        SECTION 2: TELEPHONE NUMBERS


Call Center Phone Number ............................................. 1-866-868-3930

DoIT
         Catie Isenberg ...........................................................................(o) 262-5520
         ...................................................................................................(h) 845-7694
         ...................................................................................................(c) 235-8861
         Terri Kopish ..............................................................................(o) 262-8374
         ...................................................................................................(h) 273-0604
         ...................................................................................................(c) 692-4527
         Bernadette Rhiel........................................................................(o) 263-3845
         ...................................................................................................(h) 845-6110
         ...................................................................................................(c) 320-6689
             ................................................................................... Or contact DoIT
                  NOC ................................................................................263-4188 option 1

Emergency Operations Centers (EOC)
     Kohl Center
       Manager ....................................................................................265-4333
       Information Management Group ..............................................265-4338 or -4337
     Computer Science
       Manager ....................................................................................262-0077
       Information Management Group ..............................................262-6676
     MG&E
       Manager ....................................................................................441-8196
       Information Management Group ..............................................441-2815 or -2819
     WARF
       Manager ....................................................................................265-5262
       Information Management Group ..............................................261-1174

Offices of the Dean of Students (ODOS)
         Sue Duhr (weekday for following ODOS staff) .......................(o) 608-263-5702
         Lori Berquam ............................................................................(c) 608-345-4452
         ...................................................................................................(o) 608-263-5702
         ................................................................................................... (h) 608-246-2619
         Kevin Helmkamp ......................................................................(c) 608-630-1841
         ...................................................................................................(o) 608-262-9704
         ................................................................................................... (h) 608-835-8538
         Argyle Wade .............................................................................(c) 608-225-4639
         ...................................................................................................(o) 608-890-0341
         ...................................................................................................(h) 608-831-4639




November 2009                                                                                                           -12-
Section 2: Telephone Numbers


UW Survey Center (UWSC)
Note: In the event that the Survey Center is needed in an emergency situation, the
following people should be contacted (in order of priority):
       1. Steve Coombs, Director of Field Operations
       2. John Stevenson, Associate Director
       3. Tara Piche
       4. Crystal Buttles
       5. Micheal Chronister, Survey Research Supervisor
       6. Lisa Klein, Survey Research Supervisor
       7. Drew Vogel
       8. Eric White

     Administration/Management
        Steve Coombs, Director of Field Operations ............................(o) 608-262-5603
        ...................................................................................................(h) 608-848-8393
        ..............................................................................email: scoombs@ssc.wisc.edu
        John Stevenson, Associate Director ..........................................(c) 608-249-9442
        ...................................................................................................(h) 608-262-9032
        ..............................................................................email: stevenso@ssc.wisc.edu
        Lisa Klein, Survey Research Supervisor ..................................(c) 608-438-4156
        ...................................................................................................(o) 608-265-5463
        ..............................................................................email: lklein@ssc.wisc.edu
        Michael Chronister, Survey Research Supervisor ....................(c) 608-669-5194
        ...................................................................................................(o) 608-263-3820
                                                                                      email: mchronis@ssc.wisc.edu
        Tara Piche, Survey Research Supervisor ..................................(c) 608-322-8427
        ...................................................................................................(o) 608-890-0112
        ..............................................................................email: tpiche@ssc.wisc.edu
        Crystal Buttles, Survey Research Supervisor ...........................(c) 608-442-5590
        ...................................................................................................(o) 608-261-1089
        ..............................................................................email: cbuttles@ssc.wisc.edu
     IT support (Survey Center employees)
        Drew Vogel, Programmer .........................................................(c) 608-852-7135
        ...................................................................................................(o) 608-261-1922
                                                                                      email: dvogel@ssc.wisc.edu
        Eric White, Director of Technical Operations ..........................(c) 608-278-9013
        ...................................................................................................(o) 608-265-4066
        ..............................................................................email: ewhite@ssc.wisc.edu
        UWSC Voicemail Number .......................................................890-2067
     General Field Office ......................................................................608-263-0860
        M-F: 9:00 am – 9:00 pm;
        Sat: 10:00 am – 6:00 pm;
        Sun: 1:00 pm – 9:00 pm

Visitor & Information Programs (VIP)
Contact the staff in the order listed below to:


November 2009                                                                                                          -13-
Section 2: Telephone Numbers

       1. Steve Amundson, Director
       2. Nancy Sandhu, Assistant Director
       3. Jessica Heinz-McCarty, Visitor Relations Coordinator
       4. Patti Lux-Weber, Parent Program Coordinator
       5. Geoff Merrill, Senior Editor/Technical Support
     Administration/Management
        Steve Amundson, Director ........................................................(c) 608-577-1944
        ...................................................................................................(o) 608-265-9501
        ...................................................................................................(h) 608-834-1483
        Nancy Sandhu, Assistant Director ............................................(c) 608-338-8293
        ...................................................................................................(o) 608-265-2008
        ...................................................................................................(h) 608-318-0347
        Jessica Heinz-McCarty, Visitor Relations Coordinator ............(c) 608-358-3387
        ...................................................................................................(o) 608-265-9500
        Patti Lux-Weber, Parent Program Specialist ............................(c) 608-334-0865
        ...................................................................................................(o) 608-262-7936
        ...................................................................................................(h) 608-837-0280
        Geoff Merrill, Senior Editor/Technical Support .......................(c) 608-695-6364
        ...................................................................................................(o) 608-263-1729
        Internal Use Phone Line............................................................608-263-2401
     Experienced Student Staff (1 or more years experience)
        Michael Phillips, Information Guide Coordinator ....................920-427-6933
        Suzie Considine, Information Guide Coordinator ....................608-334-2016
        Emily Pilger, Program Ass’t/Welcome Center Coordinator.....608-513-8884
        Julie Bohl, Parent Program Specialist .......................................414-881-7333
        Sarah Hamilton, Email Services Coordinator ...........................608-295-4340
            ................................................................................... Meg Anderson,
                 Supervisor ........................................................................608-213-3006
            ................................................................................... Karissa Gensler,
                 Supervisor ........................................................................608-718-0078
            ................................................................................... Matt Hertel,
                 Supervisor ........................................................................414-617-3357
            ................................................................................... Megan Buboltz,
                 Supervisor ........................................................................715-460-0437
            ................................................................................... Andy Kreil,
                 Supervisor ........................................................................414-426-3706
        Alex George, Tour Guide Coordinator .....................................608-216-5233
        Stephanie Benson, Tour Guide Coordinator .............................608-216-5234
     VIP In-House Technical Support
        Geoff Merrill .............................................................................(c) 695-6364
        ...................................................................................................(o) 263-1729
        ...................................................................................................Cell: 695-6364
     Graduate School Network Support
        Pat Noordsij ..............................................................................265-0682
        Steve Hahn ................................................................................262-4959
     Parent Program .............................................................................877-262-3977



November 2009                                                                                                          -14-
Section 2: Telephone Numbers

         Patti Lux-Weber, Parent Program Coordinator ........................(c) 608-334-0865
         ...................................................................................................(o) 608-262-7936
         ...................................................................................................(h) 608-837-0280
         Julie Bohl, Parent Program Specialist .......................................414-881-7333




November 2009                                                                                                           -15-
Section 3: Information Management Group


        SECTION 3: INFORMATION MANAGEMENT GROUP

      Manages all official information from the University
      Activates and has responsibility for the Call Center
      Provides direction and support to the Call Center through the EOC Liaison.


INFORMATION MANAGEMENT GROUP CHECKLIST

NAME: ________________________________________________________________

DATE:_________________________________________________________________


                       TASKS                                   NOTES
IMG Facilitator: consult with Executive
Committee to decide if a Call Center should be
activated. Points to consider:
   Will there be a lot of phone calls right
      away (more than available lines at Police
      Dispatch and/or Visitor and Information
      Programs can handle)?
   Will there be five or more calls coming in
      at once?
   Will the situation last a long time (several
      hours to days)?
   Will callers want to talk to a person rather
      than read about the situation or hear a
      recorded message?
   Do you want to make counselors
      available? Remember that Call Center
      staff are there to answer questions. They
      are not trained counselors.

Decide location of call center.
    UW Survey Center (UWSC), “Art
       Lofts,” 111 N. Frances, is the primary
       site and the best choice for most call
       center activations. It has 26 lines that
       could be used to set up a Call Center.
       The threshold for establishing a Call
       Center is that five or more phone lines
       are needed.
    Visitor and Information Programs



November 2009                                                                       -16-
Section 3: Information Management Group


                     TASKS                           NOTES
       (VIP), located at the Red Gym (716
       Langdon St.) and the Welcome Center
       (21 N. Park St.), is staffed by students
       and should be used as a short
       term/temporary location. VIP can best
       be used in an emergency to provide
       general information to callers if it has
       been determined that a call center does
       not need to be set up. In addition, VIP
       can provide general information while a
       Call Center at the UW Survey Center is
       being established. If VIP was used as a
       temporary call center, it would be
       staffed by VIP professional staff and/or
       experienced students. Hours of
       Operation: Mon-Fri 8:00 am – 5:30 pm;
       Sat-Sun 11:00 am – 2:30 pm. Hours may
       vary during holiday and university break
       periods. Afterhours staffing is possible.
      866-868-3930 will always be the
       published number no matter which call
       center is activated, or if a call center is
       not activated but VIP is used to answer
       general questions.

Decide staffing level
     A minimum of five people are needed –
        four to answer the phones and one to be
        the Call Center Manager.
     Call Center Manager is appointed by
        ODOS
Decide when Call Center should open and
length of shifts.
     It will take about two hours to get the
        call center operational. Getting an
        approved script to the phone staff could
        take longer than two hours.
     Call center will not start answering calls
        until the phone staff have an approved
        script.

IMG Facilitator: appoint an EOC Liaison, brief
on decisions for operations, and assign a phone
number. EOC Liaison will be the contact person
between the IMG and the Call Center Manager.


November 2009                                                -17-
Section 3: Information Management Group


                    TASKS                            NOTES

IMG Facilitator: make sure a new message has
been recorded on DoIT’s Critical Information
Line (see Section 4 for instructions) and that the
phone number has been published.

IMG Facilitator: brief Group on the decisions
that have been made and the actions that have
been taken so far in the activation of the call
center.

At this point, the IMG is responsible for
supporting the call center and providing updates
and information. (EOC Liaison will be the
contact person for the call center.)

If there is going to be a message on Call Center
voice mail for those occasions when a caller
cannot get through, IMG writes the script and
gives it to the EOC Liaison send to the EOC
Manager. (Field Director will change the voice
mail message.)

Get regular Call Center updates from the EOC
Liaison

Keep Call Center Manager updated on any
changes related to the incident. Do not provide
information that you do not want made public.
Remember that the Call Center staff are
depending on the IMG to provide them with
scripts and answers to a large variety of
questions, such as:
  1)             Incident update: What happened?
      Who is responsible? When did this start?
      When will it be finished? How much of
      campus is affected? What is happening on
      campus now? What is being done to keep
      campus safe?
  2)             Concern for family member or
      friend: I can’t reach my family
      member/friend? Where is he? I’m coming
      to campus now. Where should I go? When
      will campus return to normal? How and
      where can I get the latest information?


November 2009                                                -18-
Section 3: Information Management Group


                   TASKS                         NOTES
 3)           Press conference and press
    releases: Has a press conference been
    scheduled? What time? Make sure the Call
    Center Manager receives a copy of every
    press release that is sent out.
 4)           Website: Let the Call Center
    Manager know when the website has been
    updated.
 5)           Maps: What areas are affected?
    How close can people get to campus?
    Where is the relocation center located?

Provide EOC Liaison with information to send
to the Call Center Manager. Write new scripts
for Call Center as necessary.

IMG Facilitator: consult with the Executive
Group to decide when to deactivate the call
center.

IMG Facilitator: inform group that call center
should be deactivated. EOC Liaison should let
Call Center Manager know about the
deactivation.

Rerecord the message on the Critical
Information Line (see Section 4 for
instructions).




November 2009                                            -19-
Section 4: Critical Information Line


                SECTION 4: CRITICAL INFORMATION LINE


      DoIT maintains a Critical Information Line (866-869-3930) that is always active.
       It can handle a very high volume of calls (“American Idol” volume).
      This will be the first number published for people to call for information.
      Default script during normal conditions: “This is the University of Wisconsin-
       Madison Critical Information Line. This information will be updated as
       information becomes available. You can check the web sites www.doit.wisc.edu
       or www.parent.wisc.edu for updates.”


CRITICAL INFORMATION LINE CHECKLIST
NAME: ________________________________________________________________

DATE:_________________________________________________________________

                    TASK                                       NOTES
When there is an emergency, the first thing the
UWPD Manager on Call (MOC) or the
Information Management Group (IMG) in the
Emergency Operations Center (EOC) should do
is record a new message to this line. Then the
number should be published so people will
know to call it.

A. Write an announcement for the Critical
   Information Line. Recommendations:
  Keep wording clear and concise
  Maximum length is 4 minutes, or about
     600 words
  Limit the use of “now” and “please” (e.g.,
     please press 1 now)
  Avoid lengthy explanations about: dialing
     through the announcement; or what to do
     or expect
  Use the word “press” rather than “dial”

B. Record the announcement. Follow these
   steps:
 1. Dial 800-658-7828. You will be
     prompted for the following information:
 2. Enter your User Access Code 907636 and
     press #.



November 2009                                                                       -20-
Section 4: Critical Information Line


                       TASK                       NOTES
 3.   Enter your PIN 55052338 and press # -
      pause while entries are validated.
 4.   Enter the Announcement ID D28043 and
      press # (press 3 for ‘D’) – announcement
      ID is repeated back to confirm.
 5.   Press 1 if correct – entry combination is
      validated, the status is confirmed as
      updateable.
 6.   Record at the tone and press # if OK. If
      not OK, press any digit to cancel.
      Maximum recording length is 4 minutes.
 7.   To listen to the new recording, press 0.
      a. To approve, press 1.
      b. To re-record, press 2.
      c. To cancel, press 6.
      d. Please allow up to 15 minutes for the
          update to be completed.
 8.   To update another announcement, press 1.
      To exit, press 7 or hang up.

Keep message updated as new information
becomes available.

When the call center has been deactivated,
rerecord the Critical Informational Line
message to remove the “press 1” option.




November 2009                                             -21-
Section 5: EOC Liaison


SECTION 5: EOC LIAISON

      Appointed by the Information Management Group (IMG) Facilitator
      Point of contact between the IMG and the Call Center Manager
      Is the only person who communicates with both the IMG and the EOC

EOC LIAISON CHECKLIST
NAME: ________________________________________________________________

DATE:_________________________________________________________________


                         TASK                                  NOTES
  
IMG Facilitator will appoint you as the EOC
Liaison and give you details about the call center
activation:
   Reason for opening the call center
   Location
   Target time to open the call center
   Number of phone staff needed
   How long the activation is expected to last

Contact the designated Dean from ODOS (see
ODOS section), give details of the situation, and
instruct to start arranging for the first shift of
phone staff. Note: ODOS will appoint a Call
Center Manager if the call center is located at UW
Survey Center.

Depending on the location (UWSC or VIP), call
the leader from the list below, give the details of
the situation, and let him/her know that the call
center will be in their building.

A) UW Survey Center (UWSC)
Start contacting people in the order listed. This
person will designate a staff member to be the
Field Director of the call center.

     1) Steve Coombs, Dir., Field Operations
        ...........................(o) 608-262-5603
        ...........................(h) 608-848-8393
        email: scoombs@ssc.wisc.edu



November 2009                                                              -22-
Section 5: EOC Liaison


                                TASK                  NOTES
   2)   John Stevenson, Associate Director
        ...........................(c) 608-249-9442
        ...........................(h) 608-262-9032
        email: stevenso@ssc.wisc.edu
   3)   Tara Piche, Survey Research Supr.
        ...........................(c) 608-322-8427
        ...........................(o) 608-890-0112
        email: tpiche@ssc.wisc.edu
   4)   Crystal Buttles, Survey Research Supr.
        ...........................(c) 608-442-5590
        ...........................(o) 608-261-1089
        email: cbuttles@ssc.wisc.edu
   5)   Michael Chronister, Survey Rsrch Supr.
        ...........................(c) 608-669-5194
        ...........................(o) 608-263-3820
        email: mchronis@ssc.wisc.edu
   6)   Lisa Klein, Survey Research Supervisor
        ...........................(c) 608-438-4156
        ...........................(o) 608-265-5463
        email: lklein@ssc.wisc.edu
   7)   Drew Vogel, Programmer
        ...........................(c) 608-852-7135
        ...........................(o) 608-261-1922
        email: dvogel@ssc.wisc.edu
   8)   Eric White, Dir, of Technical Ops
        ...........................(c) 608-278-9013
        ...........................(o) 608-265-4066
        email: ewhite@ssc.wisc.edu

B) Visitor & Information Programs (VIP)
Start contacting people in the order listed. This
person will designate a staff member to be both
Call Center Manager and Field Director.

   1) Steve Amundson, Director
      ...........................(c) 608-577-1944
      ...........................(o) 608-265-9501
      ...........................(h) 608-834-1483
   2) Nancy Sandhu, Assistant Director
      ...........................(c) 608-338-8293
      ...........................(o) 608-265-2008
      ...........................(h) 608-318-0347
   3) Jessica Heinz-McCarty, Vstr Rel Crd.
      ...........................(c) 608-358-3387
      ...........................(o) 608-265-9500



November 2009                                                 -23-
Section 5: EOC Liaison


                              TASK                    NOTES
   4) Patti Lux-Weber, Parent Prog. Spec.
      ...........................(c) 608-334-0865
      ...........................(o) 608-262-7936
      ...........................(h) 608-837-0280
   5) Geoff Merrill, Sr. Editor/Tech Support
      ...........................(c) 608-695-6364
      ...........................(o) 608-263-1729

Assist ODOS and Field Director in arranging
staffing if needed.

Keep track of messages sent to the Call Center on
the form at the end of this section or on form that
you are instructed to use.

Give Call Center Manager an approved script for
the phone staff as soon as it is ready.

Note: Call Center will not start taking calls until
phone staff have been briefed and have been given
a script.

Let UWPD know if Field Director requests a
security officer for their building.

Maintain in regular communication with the Call
Center Manager. Do not let more than 30 minutes
go by without being in contact with the Call Center
Manager.
  Relay scripts and approved information from
     the IMG.
  Inform Manager about press releases, website
     updates, etc.
  Get current info from the call center, such as
     kind and number of calls coming in, if phone
     staff has enough information and the right
     information, what is needed to keep the call
     center running.

Use appropriate form to keep track of the messages
sent to the Call Center.

When the EOC decides to close the call center, call
the Call Center Manager and pass along all
relevant information.


November 2009                                                 -24-
Section 5: EOC Liaison


                     TASK                            NOTES

The Call Center Manager will give you documents
and other materials generated from operations.
Give them to the IMG Facilitator or his/her
designee.

Along with Call Center Manager, participate in hot
wash at the end of the EOC activation.




November 2009                                                -25-
Section 5: EOC Liaison



COMMUNICATION FORM: EOC LIAISON TO CALL CENTER
MANAGER

TO:          ____________________________________________________________

FROM:        ____________________________________________________________

DATE:        __________________________                     TIME: ________________

SUBJECT: _____________________________________ MESSAGE #: ___________

Provide the information that you want the Call Center phone staff to give to callers. Do
not include anything that you do not want made public.
        1) Incident update
        2) Answers for people seeking information on family member or friend
        3) Press conferences and press releases
        4) Website information
        5) Other


________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________




November 2009                                                                          -26-
Section 6: Call Center Manager


SECTION 6: CALL CENTER MANAGER


     Supervise the call center staff; this includes both the site staff and the phone staff
     Provide orientation and just-in-time training to phone staff
     Maintain regular contact with the EOC Liaison to get updates and other
      information, and to request any needed assistance.
     Appoint an Assistant Call Center Manager if needed


CALL CENTER MANAGER CHECKLIST
NAME: ________________________________________________________________

DATE:_________________________________________________________________


                          TASK                                            NOTES
Staffing the call center:
  ODOS will contact staff to answer the phones and
      appoint the Call Center Manager if UW Survey
      Center is used.
  Field Director will contact site staff to keep the
      computers, phones, and site operational for the
      call center.
  If VIP is used for the call center site, one of their
      leaders will appoint a person to be both Call
      Center Manager and Field Director.

Make sure there are enough people on site to run the
call center. If more people are needed, contact either
ODOS (phone staff) or Field Manager (building staff).

Set up a sign in / sign out sheet for staff

Make sure each call station is ready for activation.
  Computers: Adobe, internet access, call center
    documents and forms loaded
  Phones:
  Desks: call center documents and forms, pens, etc.

Confirm that Critical Information Line message is
correct. If not, let the EOC Liaison know that it needs
to be done.




November 2009                                                                              -27-
Section 6: Call Center Manager


                         TASK                              NOTES
Confirm that the voice mail message is in place. If not,
let the Field Director know that this needs to be done.

Field Director will let you know when the site is set up
and operational.

EOC Liaison will send you a briefing for the staff and a
script for the phone staff. This should contain
authorized information to be released to the public.

Brief all call center staff.
  Situation update
  Hours of operation
  Location of restrooms, snacks, etc.
  Location of printers, copiers, fax machines
  Orient staff to the phone system

Provide training for all call takers, including:
  Restrictions on information
  Use of pre-established message forms to
     document all communication
  Accessing outside resources
  Directing problem calls to the Call Center
     Manager
  Computer setup (procedure for signing on,
     refreshing website, open another browser window,
     etc.).
  Phone setup
  Use the phone call form for documenting calls
  Provide information received from Information
     Management Group (script, press releases,
     website, etc.)

Inform EOC Liaison when staff is ready to start taking
calls. Note: do not open the call center for calls until
you have given the staff a situation briefing and phone
script.

Provide call center’s telephone number and hours of
operations to the EOC Liaison for release to the public.

Provide quality control of phone staff by ensuring that
the operators provide empathetic, respectful assistance
to all who call.


November 2009                                                      -28-
Section 6: Call Center Manager


                         TASK                              NOTES

Ensure call takers receive all public information
approved for release, including media statements from
the EOC, website updates

Regularly update the EOC Liaison:
  Number of calls coming in
  Number of staff handling calls
  Distribution of calls over time, specifically peak
    periods
  Recurring rumors and questions not addressed in
    the call script
  If people are volunteering or want to send
    assistance

Request more lines be made available (Field Manager)
and more phone staff (ODOS) if needed.

Observe all staff for signs of stress and provide with
nourishment, rest periods, and relief

Remind personnel to clean up work areas during
operations and upon termination of the call center.

Collect documents and working papers for delivery to
the EOC Liaison, such as:
   Expenses
   Supplies and equipment purchased or leased
   Information that supports decisions made during
     the event
   Sign in / sign out sheet
   Expenses
   Supplies and equipment purchased or leased
   Intelligence or other data that supports decisions
     made during the event
   Other relevant information

EOC Liaison will let you know when the call center
can be deactivated. Inform Call Center workers of
deactivation.

Debrief staff or set up a meeting for a debrief. Compile
notes for an after-action report and improvement plan.




November 2009                                                      -29-
Section 6: Call Center Manager


                        TASK                    NOTES
Ensure that:
  Site is cleaned up
  Phones and computers have been returned to
     normal
  Phone messages have been rerecorded

Participate in debrief at EOC.




November 2009                                           -30-
Section 6: Call Center Manager




COMMUNICATION FORM: CALL CENTER MANAGER TO EOC
LIAISON

TO:         ____________________________________________________________

FROM:       ____________________________________________________________

DATE:       __________________________                   TIME: ________________

SUBJECT: _____________________________________ MESSAGE #: ___________

Give Information Management Group an update of what is happening in the call center.
   1) Number of calls
   2) Number of staff
   3) Hours of operation
   4) Types of questions and messages
   5) Rumors
   6) What went well
   7) What needs improvement
   8) Suggestions to correct deficiencies, when appropriate
   9) Other

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________




November 2009                                                                     -31-
Section 6: Call Center Manager




November 2009                    -32-
Section 7: Field Director



                        SECTION 7: FIELD DIRECTOR


      Make sure the building, computers, phones, and other equipment are functioning
       and supporting the effort
      See Section 10 if the Call Center is located at the UW Survey Center
      See Section 11 if the Call Center is located at the Visitor and Information
       Programs (when the Call Center is located at VIP the Field Director and Call
       Center Manager positions are combined)

FIELD DIRECTOR CHECKLIST
NAME: ________________________________________________________________

DATE:_________________________________________________________________

                       TASK                                     NOTES
Contact staff (IT, support, etc.), open the building,
and set up for phone operations.

Set up sign in/sign out process (see form at end of
this section)

Phones:
  Coordinate the rerecording of a new message
    on the Critical Information Line.
  Make sure voice mail is operational.

Sign on to computer that will be used. Each
computer should have:
  Call center documents and forms
  Internet access
  Adobe for viewing maps

Other office equipment:
  Copier
  Printer
  Fax

Computer/phone bank work stations:
  Instructions for using phone
  Call center documents and forms
  Paper
  Pens


November 2009                                                                      -33-
Section 7: Field Director


    Phone directory

Work with own IT department and/or DoIT to
arrange:
   Phones and work stations set up
   Internet access is available

Let Call Center Manager know if a UWPD
security officer should be assigned to the building
(late at night, proximity to crisis area, etc.)

Have someone call the line to verify that it works.
Also, have several people call at once so all lines
are busy and you can verify that the calls switch
over to the message.

When the EOC Liaison tells you that the call
center can be deactivated, reset:
    Phones
    Voice mail message
    Computers




November 2009                                         -34-
Section 7: Field Director



CALL CENTER SIGN IN / SIGN OUT SHEET

DATE       TIME IN                           NAME   DEPARTMENT   ROLE*   TIME OUT




*Role: building or phone staff, DoIT, etc.




November 2009                                           -35-
Section 8: Phone Staff


                          SECTION 8: PHONE STAFF


PHONE STAFF CHECKLIST

NAME: ________________________________________________________________

DATE:_________________________________________________________________


                         TASK                                NOTES
ROLE: Provide scripted information to the general
public; keep Call Center Manager informed about
questions or problems with calls and/or your work area.
Keep Manager informed about what you need
(information, supplies, breaks, food, etc.).

Sign in.

Call Center Manager will:
                     Orient you to the phone system
                     Give instructions on the
     computer system (procedure for signing on,
     refreshing website, open another browser
     window, etc.).
                     Brief you on the incident
                     Provide information that you can
     use to respond to calls (script from Information
     Management Group, website, etc.)

Do not start answering calls until the Call Center
Manager gives you a script.

Use briefing sheet or script to respond to callers. Do not
give out information that has not been approved by the
Information Management Group.

Use phone call form to record information from the
conversation.




November 2009                                                        -36-
Section 8: Phone Staff


                   TASK                                      NOTES
Answer phone: “UW-Madison Call Center. May I help
you?”

Callers will likely be very upset. Speak quietly and
slowly. Provide empathetic, respectful assistance to
those who call. If they keep going on and on, just listen.
Answer questions calmly. Do not tell a caller that you
are sure everything will be o.k.

Notify the Call Center Manager about recurring rumors
and questions that are not addressed in the scripted
response

Check with Manager to find out if website contains
additional information and updates.

Deactivation: provide the Call Center Manager with the
forms that you filled out for the phone calls. Be
prepared for a debriefing session, when you will
discuss the strengths and deficiencies of operations.
Include suggestions for improving the call center.

Sign out at end of shift or closing of call center.




November 2009                                                        -37-
Section 8: Phone Staff


PHONE CALL FORM (page 1)

PRINT USING CAPITAL LETTERS


Date: ___________________            Time: ____________   Tracking No: ____________

Your Name/Initials: _____________________________________________________________


                               CALLER INFORMATION


       Last Name                           First Name


Cell phone #_________________________ Alternate phone #___________________________


Address: Street, City, State, Zip Code




                                          NOTES
______________________________________________________________________________


______________________________________________________________________________


______________________________________________________________________________


______________________________________________________________________________


______________________________________________________________________________


______________________________________________________________________________


______________________________________________________________________________


November 2009                                                             -38-
Section 8: Phone Staff


PHONE CALL FORM (page 2)
Your Name/Initials: __________________________             Tracking No: __________________

                            INQUIRY ABOUT A PERSON


       Last Name                            First Name

Student/Faculty/Staff/Visitor/etc.: __________________________________________________

Relationship to person sought: _____________________________________________________

Date/time of last contact: _________________________________________________________

Cell phone #_________________________ Alternate phone #___________________________

______________________________________________________________________________
Address: Street, City, State, Zip Code

Physical Search Information:

       Age: ______    Sex _______     Height: ______     Weight: ______   Ethnicity ______

Distinguishing marks or characteristics: _____________________________________________

Special need or medical issues: ____________________________________________________

Ask if caller knows any of the following information:

       Classes: ________________________________________________________________

       Roommates/Friends: ______________________________________________________

       Vehicle Information: ______________________________________________________

       Other: __________________________________________________________________


                                           NOTES
______________________________________________________________________________




November 2009                                                                       -39-
Section 9: Offices of the Dean of Students


   SECTION 9: OFFICES OF THE DEAN OF STUDENTS (ODOS)

See Section 6 for description of role of Call Center Manager.
If the Call Center is located at the UW Survey Center, an ODOS staff member will be
appointed to be Call Center Manager.

PLEASE SAVE AND DISTRIBUTE CONSERVATIVELY AS NEEDED.

Designated Dean and Phone Numbers
A quick reminder about our after-hours (weekday evenings and weekends)
on-call coverage schedule from ODOS. Associate Deans Argyle Wade and Kevin
Helmkamp, and I rotate months. The schedule is as follows:

Sept ’09 - Lori                                  March ’10 - Lori
Oct ’09 - Argyle                                 April ’10 – Argyle
Nov ’09 - Kevin                                  May ’10 - Kevin
Dec ’09 - Lori                                   June ’10 - Lori
Jan ’10 - Argyle                                 July ’10 - Argyle
Feb ’10 - Kevin                                  Aug ’10 - Kevin

Contact numbers are:

Lori Berquam                     Kevin Helmkamp                   Argyle Wade
(H) 608/246-2619                 (H) 608/835-8538                 (H) 608/831-4639
(M) 608/345-4452                 (M) 608/630-1841                 (M) 608/225-4639
(O) 608/263-5702                 (O) 608/262-9704                 (O) 608/890-0341


Keep in mind that during the day the best way to reach us is still by calling Sue Duhr at
263-5702. Also, if you are ever unable to reach the designated Dean for the month, we
each serve as back-up for each other. Thanks!

Lori M. Berquam
Dean of Students




November 2009                                                                           -40-
Section 9: Offices of the Dean of Students



ODOS CHECKLIST


                         TASK                             NOTES
ODOS will call appropriate department personnel to
come to the Call Center. Information should include
what the emergency is, how long the shift is expected
to last, and where to park.

Let the EOC Liaison know how many staff can be
provided. If needed, the EOC Liaison will contact other
departments until enough staff can be made available.

   If call center is at UW Survey Center, ODOS will
    assign a Call Center Manager. The Field Director
    will be a UWSC employee and will contact IT and
    other staff needed to support services.

   If it is at VIP, VIP will assign a Call Center
    Manager/Field Director. He/she will contact IT and
    other staff needed to support services.




November 2009                                                     -41-
Section 10: UW Survey Center



                     SECTION 10: UW SURVEY CENTER
FOR USE BY UWSC FIELD DIRECTOR
See Section 7 for description of Field Director Role

UW Survey Center (UWSC), “Art Lofts,” 111 N. Frances, is the primary site and the
best choice for most call center activations. It has 26 lines that could be used to set up a
Call Center.

In addition, you need to be certain that the voicemail has been created with the
appropriate outbound message. The voicemail number is where calls will be directed if
all 1-800 lines are busy. The Information Management Group will provide the Field
Director with the script for the voicemail message.
             The voicemail number is (608) 890-2067 (password 7602)

The hunt groups are always active; no action is needed by DoIT to activate them. You
will need to know how many lines will be staffed so that all other lines can be closed or
taken off hook. This can be done on site and DoIT does not have to be involved. (DoIT
might be able to designate staff to be on site to assist in set up phones if you think that
would be helpful.)

Contact DoIT assistance with phone related call center set up and hunt group support.
Note: See Section 2 for telephone numbers.

You will identify and prepare the hunt group configuration:

               If only one hunt group (8 phones lines) is needed, take all unneeded phone
                lines off the hook, or forward lead phone (booth 51 or 34 for hunt group 2
                and 3 respectively) to voicemail number 2-6100. Dial *116, 2-6100 – wait
                for the confirmation tone before hanging up.

               Hunt groups are located as follows:
                o Hunt group 1: Booths 52-59
                o Hunt group 2: Booths 44-51
                o Hunt group 3: Booths 34-43

          Refer to “Crisis Call Center: Hunt Group Documentation” in the Crisis Call
           Center folder on the network for more hunt group information.
          Test by calling in as a customer – 890-2067 and/or 866-787-7419.
           o If stations in Hunt Group 1 are available, do you ring through to the
              station?
           o If all stations in Hunt Group 1 are busy do you ring into Hunt Group 2?
              Should you?
           o If all stations in Hunt Group 1&2 are busy, do you ring into Hunt Group
              3?


November 2009                                                                              -42-
Section 10: UW Survey Center

           o If all stations are busy, do you go to voice mail and hear the appropriate
             message?

          You will also need to turn on computers, login, and establish Internet
           connectivity. To allow internet connectivity, contact either:
              Drew Vogel: 852-7135
              Eric White: 278-9013

          Or contact DoIT NOC 263-4188 option 1. Explain that this is an emergency
           and ask them to contact the person who can accomplish the following:
           o      Login to the PDM for the FWSM (https://fx-110.net.wisc.edu/). Insert
              an allow rule on the inside interface for traffic on all ports from
              144.92.34.0/24 (already defined as the Mifflin group) to 0.0.0.0 as the first
              rule.

          Once the hunt groups are determined and computers are set up, you can begin
           staffing booths:
           o       Guide staff to appropriate booths – make sure that any phone not
               staffed is taken off the hook.
           o       Hand out training sheets “Instructions for Staffing Crisis Center
               Phones” to phone staff.
           o       New updates from EOC Manager/Lead Survey Center Supervisor
               should be typed up, copied off, and distributed to phone staff
           o       Coordinate with other departments (Nancy, Kevin info) for staffing
               booths, develop schedules, call your own back-ups.

1. Work with Call Center Manager to make sure these three messages are in place:
         a. Critical Information Message (866-868-3930) reflecting the fact that the
             Call Center is open and people can press “1” to talk to an operator (done
             by MOC or IMG)
         b. Voice mail message which callers will get if their call is not answered or if
             there is overflow (done by Field Director)
         c. Script from IMG to Call Center operators for incoming calls (done by
             IMG)

2. When the Call Center is ready for operations, the Field Director calls AT&T to direct
   calls from the Information Line to the Call Center.
            a. Coordinate the rerecording of the new Critical Information Message with
               this step. These two steps should be done close together so people who
               call in and press “1” actually get routed to the Call Center.
            b. Call 1-800-325-5555, prompt 2
               You will be prompted for the following information:
                   6 digit user access code = 907636
                   8 digit pin = 55052338
                   800 number = 866-868-3930




November 2009                                                                          -43-
Section 10: UW Survey Center

              You may have a short wait before you are connected to a live agent who
              will be able to change the call allocations. In most cases to open the call
              center you will ask them to send 100% of the calls to Branch 1 Survey
              Research Center (890-2067).
                   For informational purposes the available branches are:
                       Branch 1 = Survey Research Center (890-2067)
                       Branch 2 = University Health Services (890-1939)
                       Branch 3 = DoIT Help Desk (263-4357)
                       Branch 4 = Busy Signal (call center is closed)
                       Branch 5 = VIP (Red Gym) (890-2848)
           c. Call 866-868-3930. Press 1 to make sure calls are routing correctly into
              the Call Center and the informational message is appropriate.

Miscellaneous
           Hang “UW Survey Center” sign outside of door to make sure that staff
              from other departments can find the Survey Center

11. At the end of call center operations, the Field Director calls AT&T to close the Call
Center.
            d. Coordinate the rerecording of the new Critical Information Message with
               this step. These two steps should be done close together so people will not
               hear the option to press “1” when the call center is closed.
            e. Call 1-800-325-5555, prompt 2
               You will be prompted for the following information:
                   6 digit user access code = 907636
                   8 digit pin = 55052338
                   800 number = 866-868-3930
               You may have a short wait before you are connected to a live agent who
               will be able to change the call allocations. To close the call center you
               will ask them to send 100% of the calls to Branch 4 Busy Signal.
                     For informational purposes the available branches are:
                         Branch 1 = Survey Research Center (890-2067)
                         Branch 2 = University Health Services (890-1939)
                         Branch 3 = DoIT Help Desk (263-4357)
                         Branch 4 = Busy Signal (call center is closed)
                         Branch 5 = VIP (Red Gym) (890-2848)

Phones and Computers

            Phones:
            Step 1: Place headphones on your head.
            Step 2: When phone rings, take phone handset off of receiver.
            Step 3: Adjust volume if necessary on amplifier.
            Step 4: At the end of the call, replace phone on receiver and wait for it to
            ring again.




November 2009                                                                              -44-
Section 10: UW Survey Center


            Computers:
            Supervisors will log individuals on to machines and will access the Internet
            so that updates can be monitored from the www.wisc.edu website.




November 2009                                                                         -45-
Section 10: UW Survey Center



Map to Building
“Art Lofts,” 111 N. Frances:
http://www.map.wisc.edu/?initObj=bdg_UWWhs&z=72.38&x=-0.355168&y=-0.395544




Map to Parking
Lot 91 (parking for “Art Lofts,” 111 N. Frances:)
http://www.map.wisc.edu/?initObj=prk_91&z=72.38&x=-0.355164&y=-0.37809




November 2009                                                            -46-
Section 10: UW Survey Center



Floor Plan

                                                                                                 Booth 34 – 261-1054 – terminal 1

                                                                                3                Booth 35 – 261-1055 – terminal 2
                                                                                                 Booth 36 – 261-1056 – terminal 3
                                                                                                 Booth 37 – 261-1057 – terminal 4
                                                                           866-787-7436
                                                                              UCD #3             Booth 38 – 261-1058 – terminal 5
                                                                             890-2069            Booth 39 – 261-1059 – terminal 6
                                                                                                 Booth 40 – 261-1060 – terminal 7
                                                                                                  Booth 41 - 261-1061 – terminal 8
                                                                                                  Booth 42 - 261-1062 – terminal 9
                                                                                                 Booth 43 – 261-1063 – terminal 10

                                                                                                                Term 1
                                                                                                     CFB = Voice Mail CFDA=3-0860
                                                                                                               Term 2-10
                                                                                                     CFB=busy signal CFDA=3-0860




                Booth 51 – 261-1064 – terminal 1
                Booth 50 – 261-1065 – terminal 2
                Booth 49 – 261-1066 – terminal 3
                Booth 48 – 261-1067 – terminal 4
                                                       2
                Booth 47 – 261-1068 – terminal 5
                Booth 46 – 261-1069 – terminal 6   866-787-7431
                Booth 45 – 261-1070 – terminal 7      UCD #2
                Booth 44 – 261-1071 – terminal 8     890-2068

                              Term 1
                  CFB = UCD 3 0-2069 CFDA=3-0860
                             Term 2-8
                    CFB=busy signal CFDA=3-0860




                                                                  Booth 52 – 261-1072 – terminal 1
                                                                  Booth 53 - 261-1073 - terminal 2
                                                                  Booth 54 – 261-1074 – terminal 3
                                                                                                                      1
                                                                  Booth 55 – 261-1075 – terminal 4
                                                                  Booth 56 – 261-1076 – terminal 5              866-787-7419
                                                                  Booth 57 – 261-1077 – terminal 6                 UCD #1
                                                                  Booth 58 – 261-1078 – terminal 7                890-2067
                                                                  Booth 59 – 261-1079 – terminal 8

                                                                                Term 1
                                                                    CFB = UCD 2 0-2068 CFDA=3-0860
                                                                               Term 2-8
                                                                     CFB=busy signal CFDA=3-0860




November 2009                                                                                                                        -47-
Section 11: Visitor & Information Programs


      SECTION 11: VISITOR & INFORMATION PROGRAMS:
      CAMPUS INFORMATION CENTER/PARENT PROGRAM

FOR USE BY VIP CALL CENTER MANAGER / FIELD DIRECTOR
See Section 6 for description of role of Call Center Manager; See Section 7 for
description of Field Director role.
Date last updated: 10/13/2008

Visitor and Information Programs (VIP), located at the Red Gym (716 Langdon St.)
and the Welcome Center (21 N. Park St.), is staffed by students and should be used as a
short term/temporary location during daytime hours only. VIP can best be used in an
emergency to provide general information to callers if it has been determined that a call
center does not need to be set up. In addition, VIP can provide general information while
a Call Center at the UW Survey Center is being established.

Campus Information Phone Line
(Primary location: Red Gym, 1st floor; Secondary location: Welcome Center)
The Campus Information line is answered by student staff at two facilities – the Campus
Information Center at the Red Gym (primary) and the Welcome Center at 21 North Park
Street (overflow).

Campus Information Center Hours*:              Welcome Center Hours*:
M-F: 8:00 am - 5:30 pm                         M-F: 9:00am to 4:30pm
Sat and Sun: 11:00 am - 2:30 pm                Sat: 11:00am to 2:00pm
                                               Sun: Closed
*Note: Hours vary during holiday and university break periods.

At each facility, there is always a minimum of two staff on duty with one serving as a
supervisor. During peak times there can be as many as five staff on duty at the Red Gym
location; a maximum of two can staff the Welcome Center location. VIP is open and
ready to respond seven days a week. They can arrange for their most experienced staff to
work extended hours in order to field inquiries during a wide range of circumstances
(such as 9/11/2001).

VIP can best be used in an emergency to provide general information to callers if it has
been determined that a call center does not need to be set up. At the same time, VIP can
also provide general information while a Call Center at the UW Survey Center is being
established. The EOC would tell VIP what role they should play and what message
should be given. When the Call Center was operational, VIP could transfer the Campus
Information phone line to that site. At any point in time, they can put a customized
voicemail message on the Campus Information line.

866-868-3930 will always be the published number no matter which call center is
activated.



November 2009                                                                         -48-
Visitor & Information Programs (VIP) – Parent Program
Phone line: 877/262-3977
The Parent Program phone line is staffed primarily by professional staff and supported by
students.

Parent Program Phone line hours:
M-F: 8:30am – 5:00pm

As with the Campus Information line, if a Call Center is not being established or in the
interim while one is being established, the Parent Program phone line can act as an
information source. The EOC would tell the Parent Program what role they should play
and what message should be given.

In the event of a crisis, the Parent Program phone line is equipped to handle a high
volume of calls and can be forwarded to a Call Center phone number at any time. As with
the Campus Information Line, at any point in time, parent program staff can put a
customized voicemail on their phone line.


Field Director Task List

Once the Survey Center has been opened, your tasks are as follows:
   o Run the Call Center (facility, phones, IT, etc.)
   o Support the Call Center Manager in any capacity needed, including serving as the
       contact person with the EOC.
   o Fill in for or replace the Supervisor as needed

In addition, you need to be certain that the voicemail has been created with the
appropriate outbound message:
             The voicemail number is (608) 890-2067 (password 7602)

VIP Contact List
See phone list in Section 2. Contact the staff in the order listed to:
 Have the Campus Information Center (CIC) opened and/or expand CIC open hours
 Relay important messages to CIC staff regarding current situation
 Relay information that would impact the operations of the Parent Program phone line
    (relay important messages, change voicemail, forward parent line to the call center
    line, etc.)
If called for, the VIP designee would then contact the appropriate individuals to carry out
the directives of the EOC.

Note: The Campus Information Center’s internal phone number is: 263-2401 (this
phone number is not published, is used for internal staff use only and is answered only
when CIC is staffed).

Opening the Campus Information Center


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Opening the Red Gym
 UWPD
 Union/Red Gym Building Manager
 VIP Staff
  o CAA key
       Unlock front door (either to right or left of large wooden doors) or employee
         entrance. When facing the front of the building, follow the sidewalk along the
         left side of the building. Open the large wooden doors near the back of the
         building in the enclosed area.

Opening the Campus Information Center
       Using the DBA key, open glass doors. After opening door, push handle on
         the inside of the door in and push small metal button down located about the
         lock on the inner part of the handle facing the glass. You will hear a ‘click’
         and this will ensure that the doors remain unlocked. Repeat on other glass
         door. Push both doors open and use a door stop if necessary.
       Access can also be gained through the rear door. Use DBA key to unlock,
         then open front glass doors.

Opening Room 140
       Use the DBA key to unlock this room.

Turning on computers
       Press on button located on the front of the CPU
       Each computer should have a login screen
         o Username: civcstudent
         o Password: CIVCstu0411
       This will bring you to the desktop screen

Technical support contact names:
VIP In-house Technical support: Geoff Merrill, Office: 263-1729; Cell: 695-6364
Graduate School network support contacts: Pat Noordsij: 265-0682; Steve Hahn: 262-
4959

Information Resources

Overview of databases
       “Look up” Access Database – Network-based database maintained by VIP
         o Over 1400 records containing contact information and details about
             campus and the surrounding area.
       Directory Assistance Database – Network-based access database
         o Contact information for campus and state agencies
       Phonetics




                                                                                     -50-
           o Contact information for individuals who are students/employees at UW or
             for the State.

Logging onto Access Database
       Find the short-cut to the Access “Look-up” database
      OR
       Click on the Start menu and select Microsoft Office Access
         2003
       On the right side of the screen, locate “Open”
       Select 2klookup.mdb
         o If you do not see it, click on “More”, then click on the down arrow and
             select “Civcshare on ‘Gs3\Data…”. Then, click on Access 
             deployment, then select 2klookup.mdb.
       When the VIP lookup loads, click on the Records button

How to locate a record
       Type in a unique search word
       You may click on:
          o Name – to view all records that have the
              word you typed in the title of the record.
          o Keyword – to view all records that have
              the word you typed as one of the
              record’s keywords.
          o Name & Keyword – To view all records
              that have your search word in the title of
              the record or in the keywords.
       Double-click on the record to view it.
          o ***If you use the scroll function it will move to the next record. Click on
              the down arrow to view more text in a record.

To add information to LookUp
       Find the short-cut to “Update” or follow the procedure listed
          above to locate the file named:
          O:\ACCESS\deployment\2kupdate.mdb
       Click on “Notes” or “”Records” and select “Add”


Logging onto Directory Assistance
       Click on the Start menu
       Click on My Computer
       Select “O:\Civcshare on ‘Gs3\Data…”
       Click on the VIP Info Staff folder
       Select DirectoryLookUpDd.mdb
         o Username: neil
         o Password: nmack6




                                                                                     -51-
          Select the top option: “Search Directory Assistance Database”
           o Type in a keyword to view records pertaining to that word
           o Select the record you with to view by clicking in the grey box to the left of
               the record title.
           o Double-click on the selected record to obtain more information.




           o Menu
                  Click “Search Directory Assistance Database”
           o List – contains search box and list of all records
           o Detailed – contains an “Info Card” that may include the address, Web site,
             daily hours, etc.

Logging onto Phonetics
       Click on the Phonetics Database icon located on the
         desktop
       Enter your UW username & password
       Select “Combined State & UW Campus listings (and
         create an alias)”
       Select the desired search criteria and enter the name
         you are looking for
       Click on the last name of the individual you are searching for to find more
         information
         o ***State employees are listed in black and cannot be clicked on for more
             information. UW students and employees are listed in red.

Additional Resources
        Copier, Printer, Fax Machine, additional work spaces (computers; phones),
          including three private offices are located in Rm. 140

Phone System

Answering Calls
      To answer an incoming call, just pick up the receiver – you do not have to
         push down the button for that line, as the phone will automatically pick up the
         incoming line.
         **** If you accidentally push the button before you pick up the receiver, you
         will automatically be on speakerphone. Pick up the receiver to be taken off of
         speakerphone.



                                                                                      -52-
Allowing Another Phone to Pick up Your Call
       In order to pick up your call on another phone in the call center, you must take
          the call off of privacy.
       Press the Privacy button located at the right-hand side of the phone. The light
          indicator will go from red to green.
       Put the caller on hold.
       Pick up the call on the line in which the light is “winking” on another phone.

What the Colors Mean:

   Action                   Primary Line                               Other lines
 Ringing                   Green - flashing                          Green - flashing
 Hold                      Green - winking                            Red - winking
 In Use                     Green - steady                             Red – steady

Transferring
       Hit Conf (for a Conference call), your outgoing line will be green – steady.
       Dial the number
       Get the person on the line and say, “I’m calling from the Campus Information
          Center and I have a transfer call for you. Can I put it through?”
       Once they give the okay, hit Conf (to bring the person back) and then say,
          “Go ahead, please.”
       Hang up.

Releasing a call
        When transferring, if you get a busy signal/voice mail or want to get the caller
          back for any reason, hang up on the voicemail/busy signal and hit “conf”
          again to get back to the caller.




                                                                     Privacy Button




                                                                                        -53-
                                                                       Conference Button




Voicemail (I will add the procedures from our office document tomorrow)
To MAKE the message:

1. From any phone, punch into any 263-2400 line and call 3-6300.
2. Push the “#” key.
3. Enter 263-2400.
4. Enter the password, 2400.
5. Regular Message: When prompted for a menu selection, dial 43121 and follow the
   instructions. Press “#” twice when you complete the message. (If you do not press
   “#”, the message will not be saved.)
6. Extended Absence Greeting: When prompted for a menu selection, dial 432 and
   follow the instructions. Note: This type of message does NOT allow callers to leave
   a message and is used when VIP is closed over Winter Break.

To ACTIVATE voice mail:
At any station, punch into LINE #6 (YELLOW), dial *116; when you get a dial tone,
dial 3-6300. Hang up when it starts ringing. Call 3-200 to ensure that the voicemail is
activated.

** If you have difficulty with this, try doing the same thing from a different phone.

Directory Assistance, at 5:00pm Monday-Friday, punch into LINE #16 (PINK) and
follow same procedure as above.

Call Forwarding - Immediate
To Activate
    Press *71
    enter 1+ area code + phone number where calls are to be forwarded
    Press SEND
    Listen for confirmation tones
    Press END

To Cancel
    Press *710+ SEND
    Listen for confirmation tones
    Press END




                                                                                        -54-
MAPS
Map to Red Gym
Armory & Gymnasium (Red Gym)
716 Langdon St.
Madison, WI 53706




Link to the map can be found at: www.map.wisc.edu



Map to Parking



                                                   The most convenient parking is
                                                    located in the Lake Street
                                                    Campus Ramp. It is
                                                    approximately 1 block from the
                                                    Red Gym.
                                                   You take a ticket and pay when
                                                    you leave. The rate is $1.10/hr.




Policies and Procedures 6.02



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