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Telephone and Voice Communication

Telephone and voice communication remain important ways for ISS to communicate with students, employees, vendors, and one another.

ISS employees who are assigned a College telephone number or extension are expected to monitor and use the College's voice services as part of their normal work responsibilities.

Employees should:

  • Answer calls when reasonably available.
  • Return voicemail according to the response requirements in the ISS Communications Standard.
  • Maintain an appropriate voicemail greeting when voicemail is provided.
  • Keep their College directory and contact information accurate.
  • Use College-provided communication tools for College business.
  • Provide callers with clear information about what will happen next when an issue cannot be resolved immediately.

A telephone conversation that results in ISS work does not eliminate the requirement for a ticket. If the call represents a technology request or other work that falls within the ticketing requirements, either the requester or the ISS employee receiving the request should ensure a ticket is created.

Likewise, important troubleshooting information, commitments, decisions, or work performed during a telephone conversation should be documented in the appropriate work record.

Changes to College Voice Services

The College is currently transitioning its telephone services to Microsoft Teams Phone. The new service will allow faculty and staff to make and receive calls through Microsoft Teams using their MCC extension from supported devices and locations.

Because telephone technology and instructions may change during this transition, employees should use the current telephone documentation available in IT Hub rather than relying on older Cisco or Jabber instructions.

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