Body
Overview
Directory Assistance calls are handled first by the Parlance Automated Voice Recognition (AVR) system, accessed
- by dialing 603-862-1234 from off-campus, or
- by dialing the single digit 6 from on-campus.
Sometimes calls are routed to live UNH Directory Assistance , accessed
- by dialing the single digit 0 from on-campus,
- by asking for "Directory Assistance" from the AVR, or
- if the AVR cannot determine the correct number to which to transfer the call.
See Also:
The following Directory Assistance Greeting Texts are used for different purposes. They are stored as PBX Announcement Messages. There is no voice mail option for Directory Services.
- PBX Announcement Messages are all 5-digit numbers of the form 4xxxx. They should only be recorded by Service Desk Telecom SLA ("Voice of UNH") staff or backup. See FLS Internal: Recording PBX Announcement Messages for how to record these messages.
- Dial 4xxxx at any time to hear the text as currently recorded.
- The Holiday Greeting is the only greeting that needs to be re-recorded on a regular basis.
- Most of these greetings are static and only listed here for reference. If they need to be changed, consult with the PBX Manager and Service Desk Telecom SLA ("Voice of UNH") staff first.
- Callers hear these greetings at different times, depending on how the call flows through the Directory Assistance / UNH Operator Flow Diagram. (See FLS Internal: Flow Diagrams & Holiday Tables.)
Normal Business Hours
- Normal Business Hours: M-F, 7:30 am - 5:00 pm.
- Controlled by Business Hours table within the PBX.
Operator Greeting / Directory Assistance Announcement (49747)
- This is the message Callers hear when transferred to live UNH Directory Assistance.
- The announcement only holds one message at a time.
You have reached the University of New Hampshire Telecommunications and Directory Services.
First Queue Delay (49705)
- This is the first message Callers hear if Directory Assistance agents are all busy. This message only plays once.
- Message shared with Service Desk and a number of other call centers on campus.
- If Caller stays on the line, caller hears 30 seconds of hold music until an agent becomes available.
All representatives are currently busy assisting other callers. Please stay on the line for the next available representative. While you wait, you may find answers in the UNH IT Knowledge Base, available at UNH DOT EDU SLASH I-T.
Second Queue Delay (49706)
- This is the next message Callers hear if Directory Assistance agents are still busy.
- Message shared with a number of other call centers on campus.
- If Caller stays on the line, caller hears hold music and this message repeats at 60-second intervals until an agent becomes available.
All representatives are still busy. Please remain on the line, your patience is appreciated.
Circumstances Beyond our Control (49745)
- If the Call Center must be evacuated, activate this greeting by logging in Operator Evacuation Override Agent 40389 .
- If no agent is logged in for Directory Assistance during Business Hours, the After Hours message plays instead (see text below).
If this is an emergency, please hang up and dial 9-1-1. Directory Services is currently unavailable due to circumstances beyond our control . We apologize for any inconvenience. Please press 1 to return to the university automated directory services.
After Hours
Operator Closed Announcement (49591)
- This is the only message normally heard outside Business Hours.
- This message also plays during Business Hours if no Directory Assistance agents are logged in.
- Also known as the Night Announcement (Operator) .
Welcome to the University of New Hampshire’s Directory Services. If this is an emergency, please hang up and dial 9-1-1. Our operator services are currently closed and have regular business hours Monday thru Friday from 7:30 am to 5:00 pm. If you know the party that you wish to reach, please press 1 now to be connected to our automated directory services. Thank you.
Holidays or Special Events
Directory Assistance Holiday Announcement (49746)
- Announcement Name: Directory Assistance Holiday / Special Event Announcement
- Same announcement is used for Special Events (very rare) and all Holidays.
- Normally keep the Generic Holiday text in this greeting (MLK Jr Day through Veteran's Day).
- Re-record as needed in Nov - Jan, or for a Special Event.
- Controlled by Holiday Table 01. (See FLS Internal: Flow Diagrams & Holiday Tables.)
Generic Holiday
- Record this greeting in January, before the Martin Luther King, Jr. Holiday.
- This greeting can stay in place through the year until just before Thanksgiving
You have reached the University of New Hampshire's Directory Assistance. If this is an emergency, please hang up and dial 9-1-1. University offices are closed for the Holiday. If you know the name of the person or department that you want to reach, press 1 at any time to be connected to our automated directory services. Full Directory Assistance will resume normal operations on the University's next business day. Thank you.
Thanksgiving
- Record this greeting in November, after Veteran's Day, before Thanksgiving break.
You have reached the University of New Hampshire's Directory Assistance. If this is an emergency, please hang up and dial 9-1-1. University offices are closed for the Thanksgiving Holidays . If you know the name of the person or department that you want to reach, press 1 at any time to be connected to our automated directory services. Full Directory Assistance will resume normal operations on the University's next business day. Thank you.
[Text recorded Nov. 2019. Asked Seth McAllister (in PBX) to save this audio file to re-use next year.]
Winter Break
- Record this greeting in December, before Winter Break.
You have reached the University of New Hampshire's Directory Assistance. If this is an emergency, please hang up and dial 9-1-1. University offices are closed for Winter Break. If you know the name of the person or department that you want to reach, press 1 at any time to be connected to our automated directory services. Full Directory Assistance will resume when we return to normal operations on [ Thursday, January 2nd ]. We look forward to serving you and have a great Holiday.
[Text updated & recorded December 10, 2024 - sent as a WAV file in Voice Mail to be inserted in December.]
Directory Assistance Special Event Announcement (49746)
- Announcement Name: Directory Assistance Holiday / Special Event Announcement
- Same announcement is used for Special Events (very rare) and all Holidays.
- Re-record if needed for a Special Event .
- After event is over , re-record back to appropriate Holiday greeting.
- Controlled by logging in Operator Outage Agent (40390) .
- No sample text available. Work with Communications if need help crafting message.
Curtailed Operations
Directory Assistance Curtailed Ops Announcement (49719)
You have reached The University of New Hampshire Directory Services. The University is currently closed due to curtailed operations. Please press 1 for the latest storm closure information or stay on the line to speak to an operator. Thank you.
Related Documentation
Comments
Recorded Holiday Greeting (49746) for Winter Break 2015-16 on 12/10/2015 .
Ported from Jive DOC-3083, 5/18/2016 (Katie Ellis)
Updated 11/5/2019 (Katie Ellis)
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