Number IPP 13

Dated: 10/14/08
Replaces: 1/31/08

Internal Policy and Procedures

Telephone and Visitor Procedures

POLICY:

All incoming and outgoing calls will be handled in a timely, courteous, and professional manner.

PROCEDURES:

1. PHONE SYSTEM FEATURES.  Service is provided by a Centrex system that allows five-digit dialing within the system.  Most telephone numbers beginning with 262, 263, 264, 265, 266, and 267 are part of the UW/State Centrex system.

1.1 To place a call to a local number outside the Centrex:

               
1.1.1  Dial 9 + 7-digit number.

Telephone exchanges in the local calling area are on the map located in the current Madison telephone directory.  There is no charge if you get a busy signal.

To place a call outside the local calling area (long distance) (non-toll free number), dial 8 + 1 + Area Code + 7-digit number.

To place an International call dial 8 + 011 + Country Code + Area Code + 7-digit number.  Country codes can be found in Madison telephone directory.

To place a toll free number (800, 877, 888), dial 9 + 1 + 800 + 7-digit number (note if you dial 8 instead of 9 + 1, there will be a charge for the call).

1.5 Directory Assistance

                                     
1.5.1 For UW numbers, dial 2-1234 if on campus or 262-1234 if off campus.  Hearing impaired dial 2-6000 (262-6000).
1.5.2 For local calling area, dial 9 + 1 + 411.  There is a 75 cent charge.
1.5.3 For outside 608 Area, call long distance directory assistance operator at 8 + 1 + area code + 555-1212.  There is a 95 cent charge.  If you do not know the area code you MAY have to place two calls. 

      • For obtaining a toll free number, dial 9 + 1 + 800 + 555-1212.  There is no charge.
      • For International directory assistance calls, calls cost a minimum of $6.95.

1.5.6 For correct numbers consult the purchasing system vendor file, phone directories or on-line phone directory.  Call Directory Assistance as a last resort which will incur a charge.

1.6 Features such as call forwarding, consulting, three-way conversation, etc are explained in the Staff Directory.
                         

2. RECEIVING CALLS - RECEPTIONIST

2.1  Answer calls with "Purchasing Services, this is (your name), how may I direct your call?" Ask if they are aware of the individual’s direct number.  If no, inform them of the number and transfer them.  If, yes, ask if they would like to speak to someone else on their team.

2.2 If caller does not know to whom they wish to speak, request enough additional information to direct call to appropriate person per commodity list. If staff person is away from their desk, ask the caller if they would like to leave a voice mail message. If caller is insistent, forward to another team member or a supervisor.

The following is a list of agents and supervisors. If an agent is not available, refer the call to another agent or to a supervisor (*).

* Murray, Hartley
* Voss, Lori
Brinkmeier, Dave
Hubbard, Carl
Kringle, Crescent
Laufenberg, Vera
Quamme, Vint
Whitman, Jeff
Messages must include the following elements (if possible):  Complete (first and last) name, [spelling should be verified if uncertain], company name, department, telephone number (repeated to caller to verify accuracy), regarding (e.g. bid number, PO number, as much detail as possible).

Messages will be transmitted via e-mail to staff person within 5 minutes of call (on average).  Handwritten messages must be legible and used only for urgent calls.

If call is RUSH, message should be so-marked, if staff person is not available; follow back up procedure outlined in 2.2.

If caller indicates the call is an emergency, locate staff member.  If not available, follow back up procedure outlined above.

    Calls requesting a copy of bid should be directed to appropriate bid processing person at, 2-0058, 2-6121 or 2-7780. Follow this link to Published contracts.
    Questions about invoices should be directed to Accounts Payable/Vendor Relations as follows:

    • A-F 262-4688
    • G-O 262-1306
    • P-Z262-1527

Purchasing's policy is to not give out home phone numbers.  Insistent callers will be referred to supervisor or associate director.


3. RECEIVING CALLS - ALL OTHER STAFF

    - Answer calls with "Purchasing Services, (your name)."  Provide appropriate assistance or refer/transfer caller to proper person.

    - Messages should be returned the same day if possible. 

    - If phone is unanswered, caller will go to voice mail.

    - If you plan to be away from your desk for an extended period, put a personal message on your voice mail stating how long you will be gone and who they can call and their telephone number for assistance while you are gone.  If you are gone on University business you are required to call in a minimum of once a day to retrieve your messages.  These messages should be handled and/or forwarded to someone else to handle.  The extended absence message feature may only be used while on personal leave.

4. PERSONAL CALLS

    • Personal long distance calls are not permitted.  If an emergency arises, contact your supervisor first.
    • Personal local calls should be limited to those which cannot be made after work hours.

5. VISITORS

5.1 Always ask who they are, where they are from (vendor, campus or other) and who they want to see.

5.2 Vendors who do not have appointments are told that they must call and arrange an appointment.

5.3 For all other visitors advise the Purchasing Services employee of the visitor’s presence in the following ways:

    5.3.1 Telephone and advise them of the visitor.
    5.3.2 If the person does not answer their telephone, verify if the visitor had an appointment.

    a. If the visitor had an appointment, try calling another office close to the person the visitor wants to see.  Ask that employee if they can find the person and advise them the visitor is here, or see if there is someone in the hall or nearby office that can find the person.
     
    b. If the visitor (other than vendor) did not have an appointment, check the person’s electronic calendar to see if they are available.  If they are supposed to be available follow the procedures abpve to try and locate the person they came to see.  If the person can not be located, ask if another team member or supervisor can help them or if they would like to leave a message.

EMERGENCIES

Call 911 for police, fire and medical emergencies.   Remain on the line to indicate the type of emergency assistance needed and to verify the location of the emergency. An officer will be dispatched to the location, even if the caller is unable to talk, becomes disconnected or is incapacitated.  DO NOT PROGRAM 911 IN YOUR SPEED DIAL.

NON-EMERGENCIES          

UW Police Non-Emergency - 262-2957
Madison Police Non-Emergency - 266-4275