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Law Library Service Desk Manual: Phones

Phone Procedures

When working at the Service Desk, you may need to contact someone outside of the library. The most common phone numbers you will need can be found under the Important Phone Numbers page of this guide, under the General Information tab. If you are calling a number within NCCU, you do not need to punch in the entire number, just the last four digits. If you need to dial outside of the university, dial 9 first, then the number you are calling.

You might also need to transfer a patron on the phone to a different extension within NCCU. To do so:

  • First tell the patron the phone number you are transferring them to (all NCCU numbers should start with 919-530-XXXX), that way should the patron get disconnected, they can call the correct number directly.
  • Then hit the person with an arrow button on the phone:
  • Type in the four-digit number you are transferring to.
  • Once you hear the phone ringing, hit the person with the arrow button again.
  • Once the phone tells you the call was transferred successfully, you can hang up.

If you need to forward the Service Desk phone to the phone in your office, click on the Fwd All button (third button in on the top row under the phone display), and type in your office four-digit extension. To end the forwarding, click the same button (which will now read Fwd Off).

Phone Etiquette

When working at the Service Desk, please answer the phone using the following greeting (or something similar):

  • "Thank you for calling the NCCU Law Library, <your name> speaking, how may I help you?"

If the phone is ringing, but you are actively helping someone in person:

  • Excuse yourself politely.
  • Answer the phone: "Thank you for calling the NCCU Law Library, may I place you on a brief hold, please?"
  • Place the call on hold and resume/complete the in-person transaction.
  • Answer the phone: "Thank you for holding, this is <your name>, how may I help you?"

Remember, the Law Library phones are for work-related purposes only. Library staff and library users shouldn't use them to make personal calls unless it is an emergency.

Voicemail Procedures

When there is a voicemail left at the service desk phone, there will be a red light on at the top of the phone receiver. 
In order to listen to voicemail you will need to call "7777" to reach the university's voicemail. You will be asked for your "I.D." followed by "#", and then you will be asked for your "PIN" followed by "#" in order to hear messages.
ID: 5189
PIN:202404

Prank Calls

Should the desk receive any prank calls, please be sure to record:

  • Phone Number and Name
  • Date and Time of Day
  • Details about the Call

Please use the online form here to record all of this information.