Body
Summary
This article contains a button-press guide transfer matrix for USNH Help Central staff to use if they need to transfer a call to another area within Help Central. This was developed in response to feedback about agents needing to get callers to the appropriate group, without having to abandon them back to the main menu of the call tree.
See the attached PDF for instructions on how to conduct an Assisted Call Transfer using the Softphone (PDF attachment).
Transfer Matrix
To quickly transfer a call to another department, dial 2-2525 followed by:
| Button Press |
Group |
Responsibilities and services |
| 1 |
AV Hotline / Classroom AV Emergency** |
Audio/visual equipment issues in a classroom |
| 2 |
USNH Accounts |
Account and password assistance |
| 3 |
Time and Leave Team (TALT) |
Completing time cards or requesting paid time off |
| 4 |
Procurement |
Source-to-pay, UShop, P-cards, accounts payable, travel expenses |
| 5 |
Human Resources (HR) submenu |
|
| 5, 1 |
TALT |
Completing time cards or requesting paid time off |
| 5, 2 |
Payroll |
Paychecks, direct deposit, and tax forms |
| 5, 3 |
HR Employment Verification |
Employment verification |
| 5, 4 |
HR Benefits** |
Benefits, retirement, and leave of absence |
| 5, 4, 1 |
HR Benefits for Retirees |
Benefits specifically for retired employeees |
| 5, 5 |
HR Recruiting/Hiring/Onboarding |
Recruitment, hiring, onboarding, careers, job postings, and background checks |
| 5, 6 |
HR Operations |
Current employees and managers with job-related changes |
| 5, 7 |
Campus-specific HR Business Partner submenu |
|
| 6 |
Finance and Accounting (FOC) submenu** |
|
| 6, 1 |
Payroll |
Paychecks, direct deposit, and tax forms |
| 6, 2 |
Accounts Receivable, non-student |
|
| 7 |
Other Enterprise Technology (ET&S) requests |
Technology tools and resources |
**Note: For AV Hotline / Classroom AV Emergency, dial appropriate number for the campus/location they need help with 2-2525 (UNH) or 5-2525 (PSU) or 8-2525 (KSC), then press 1.
Audio/Visual also lists these direct numbers for immediate assistance in a classroom:
- Keene State - 603-358-2525, press 1
- Plymouth State - 603-535-2525, press 1
- UNH Durham - 603-862-2467
- UNH Manchester - 603-641-4357
- UNH Law - 603-513-5127
**Note: For these submenus, staying on the line without another input will direct you to the next available representative in that department
A Contact can also be created for each transfer
Instructions
Step 1 - Select Contacts then the plus "+" icon
Step 2 - Click New Contact
Step 3 - Enter contact information:
- Enter Name (e.g. Payroll, Procurement, etc.)
- Enter phone number as 22525, followed by Button Presses with a comma " , " between each button press (if needed)
Example Retiree Benefits:
Step 4 - If desired, click the Star icon to make the Contact a Favorite for easy access
Further Readings
Assisted Call Transfer using the Softphone (PDF attachment)
Telecom Support Documents
Need additional help?
If you have any questions, please contact USNH Telecommunications and describe the problem in as much detail as possible.