Answering Calls

Answer the phone with: “VCN Helpdesk, George speaking, how can I help you?”

Pick up the phone when you can. If you can’t resolve the call right away, take down the information listed below, and tell them you will look for the answer and will try to call them back as soon as possible. Most questions from callers can be answered using this Volunteer Manual or the help pages of the VCN website.

  1.  Be aware and willing.
  2. If you are on the phone, acknowledge the person waiting and tell the person you will call them back shortly.
  3. Do not answer the phone when you are in the middle of helping someone in the office.
  4. Be aware of sudden or developing systems problems: if several people call in with a similar problem within a short period of time, it may be a sign that we have a problem with the server. Gather exact details about the problem (such as time it occured) and make a staff person aware of the details.

Take as much details necessary to identify the problem.
Begin with:

VCN Dialup problems 

      • Name
      • Phone Number
      • VCN login
      • RT Ticket # (if they’ve called before)
      • Full error message from computer
      • Operating system, ie. Window XP , Mac OS X, etc.
      • What phone line they tried to connect to
      • At what time did they try to connect
      • Search google.com for many solutions, using error message (error 691

VCN Email problems

      • Name
      • Phone Number
      • VCN login
      • RT Ticket # (if they’ve called before)
      • Full error message from computer
      • Email program and version number
      • Operating system (Window XP , MAC OS X, etc.)
      • If using VCN dial up or, using ADSL or Cable or another ISP
      • A description of problem and what they were trying to do when it occurred.
      • Search google.com for many solutions, using error message (eg “relaying denied”)

VCN Web Site problems

      • Name
      • Organization name (if available)
      • Phone Number
      • Email address
      • Web site address
      • RT Ticket # (if they’ve called before)
      • Full error message from computer
      • Web site browser and version number
      • Operating system (Window XP , MAC OS X, etc.)
      • What ISP are they using (Shaw, Telus, etc…)
      • A description of problem and what they were trying to do when it occurred.
      • Are you able to visit the web site and does it give you the same error?
      • Search google.com for many solutions, using error message (eg “relaying denied”)

Other VCN Related Technical problems

      • Name
      • Phone
      • Email
      • RT Ticket # (if they’ve called before)
      • Any error messages they get
      • What they we’re doing when they experienced problems
      • Operating system
      • Application program and version

VCN Personnel Inquiry

      • Enter into the RT or write the message and give it to the staff person. Personal information should never be provided. Take down:
        • Name of the caller
        • Phone
        • Email
        • Name of the person inquired about
        • What is the message about

Reference checks

  • Ask the caller to send an email to [email protected] with the reference check form or questions.

Other Inquiries

      • Name of the caller
      • Phone and email
      • RT Ticket # (if they’ve called before)
      • What the call was about and any other information you can get.

The Helpdesk public phone number is 778-724-0826. The phone also has a FreePBX voice mail system, which will take a message if not answered.