Telecommunications Protocol

Objective:

The Coven requires members’ cooperation in limiting outgoing or incoming personal calls, pages, or wireless communication during hours of operation. Except in the case of an emergency, the use of telecommunications shall not be tolerated during operational hours; members shall instruct friends and family not to call, page, etc, unless a crisis situation occurs or special approval has been granted.

As the Degarrin line must be kept clear for Coven Administration, a personal phone shall be provided for member use, upon request, during breaks and/or other approved situations.

Maintain a peaceful environment.
Enable a more productive atmosphere by emphasizing focus, attention, and quality.
Provide privacy for all members in attendance

Process:

All attending members shall turn off or silence wireless communications during church activities unless otherwise stated by an Elder. 

The Elysium phones shall be routed to the automated answering system during the hours designated for church activities.   

Members may utilize his/her wireless communication devices or the phone provided by the Elysium during rest periods as specified by an Elder. 

Degarrin prides itself on providing professional, effective telecommunication standards.  To perpetuate these standards, the Coven utilizes the following:  ATT Cordless Communications System DECT 6.0 CLP99287, Degarrin’s Webweaving Directory, and the Coven’s customized “Telephone Operating Procedures” (See below).  The telecommunications station is located within the Elysium.

The Leaders may assign telephone duty to any Elder of the Coven who has successfully completed the Seminary. Objectives are: 

• Enable members to learn and fulfill administrative duties.
• Provide members with enlistment and web-weaving opportunities.
• Aid in building effective communication skills.
• Support a team-based atmosphere.

Procedures:
All Elder Members are required to:

• Read through both manuals.
• Learn equipment uses and functions.
• Practice as necessary.

Message Record-Keeping:  Members shall utilize a “phone message book” when recording messages; this book shall be located in the Kavala.  All message records shall be accurate and complete and forwarded to the appropriate parties as necessary.

Answering the phone promptly:  Members are responsible for answering the telephone within four rings.

Directing callers:  Calls shall be transferred to appropriate extensions promptly, and as necessary.

Returning Coven-related telephone inquiries promptly:  Each member is responsible for addressing telephone inquiries in an expeditious manner; this may be accomplished by directly responding to the inquiry, if possible, or bypassing the inquiry along to the appropriate member.  Members shall provide the type of service that makes a difference to the inquirer, and may utilize the Degarrin Informational Leaflet to enhance communication.  If applicable, implement the Prospect protocols.

Courtesy:  Degarrin’s reputation for being professional and courteous relies on the manner in which each member addresses callers.  Therefore when answering the phone, members are expected to utilize the following scripts:

1. “Good morning/afternoon/greetings and thank you for calling Degarrin.  How may I help you?”
2. “__________ is currently unavailable. May I take a message?”
3. “Please hold while I look for that information.”
4. “It appears that I will need some time to gather this information for you.  May I call you back with what you have requested?”
5. “Please hold while I transfer your call.”
6. “May I ask who is calling?  And what is this concerning/regarding? ”
7. “Thank you for holding, this is _______________.  How may I help you?”

   Avoid:  The following contains a list of items to avoid while performing telephone service duties:

1. 1. Do not identify yourself when answering a call.
   2. Do not provide availability information on any member.
   3. Do not allow a loss of emotional control.

Threatening/Obscene Telephone Calls:  If a member receives a threatening call while answering the Coven telephone, he or she shall complete the Objectionable Telephone Form.  *Note:  The Magistry Office Basics course will review further instructions regarding calls of this nature.  

Sales Telephone Calls:  Degarrin does not accept any telephone solicitations.  If one occurs, please notify the calling party of the following:  “You have reached a church, and we do not accept solicitations.  Please remove this number from your list immediately.”

Telephone Equipment Repair:

Please refer to the supplemental manual for calling the manufacturer for service repairs.

Voice Mail/Message Standards

Create Webweaving Log Support Ticket with the appropriate information.  The ticketing area serves a dual purpose for call messages, inquiries, etc.

Telephone Duty

Answering calls and/or taking messages is all done on a volunteer basis.  Most calls are minimal and leave messages.  Whoever first checks these administrate the duties involved.

Document:

Responsible Parties:

Magistry, Synod, Camarilla