Changing a Phone Tree Greeting
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Submit a ticket to Telephone Services informing them the date(s) and times of the change (e.g., when it will begin and when it will end) and copy Lance (lgchase@uwaterloo.ca).
In your ticket, instruct Telephone Services to switch the main greeting to one of the following, depending on the reason for the closure. They will apply the appropriate audio file.
Special Event (e.g., an All-Staff Meeting)
Winter Holiday Break
Inclement Weather
Phone Tree Scripts (aka the actual greetings)
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When callers dial 519-888-4096, they will hear one of the following:
When we are open
Welcome to Campus Wellness.
After Hours
Thank you for calling Campus Wellness. Please note that we are currently closed.
Special Event (e.g., All-Staff Meeting)
Thank you for calling Campus Wellness. Please note that we are currently closed for a special event and will reopen at [insert time].
Winter Holiday Break
Thank you for calling Campus Wellness. Please note that we are currently closed for the holidays and will re-open on Thursday, January 2 at 8:30am.
Inclement Weather
Thank you for calling Campus Wellness. All departments and buildings on campus are closed. For more information regarding the closure, please refer to the University of Waterloo website for the most current and up to date information.
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If caller chooses 1, they will hear the Health Services submenu greeting:
For appointments, press 1 (goes to HS CSR queue x43544)
For referrals, press 2 (goes to Referrals queue x42424)
For payments and outstanding balances, press 3 (goes to Cashier queue x47521)
To cancel an appointment, press 4 (goes to appointment cancellation line x33542)
If caller chooses 1, they will hear the HS CSR queue greeting:
Open – Please wait for the next available agent.
Closed – Thank you for calling Campus Wellness. We are currently closed, and this line does not accept voicemail. Please call back during our operating hours which are listed on our website at uwaterloo.ca/campus-wellness. Thank you.
If caller chooses 2, they will hear the Referrals queue greeting:
Open – Please wait for the next available agent.
Closed – You have reached the Referrals line at Campus Wellness. Sorry we missed your call. Please leave a detailed message including your name, student ID #, a return phone #, and the reason for your call and we'll get back to you within 24 business hours. Thank you.
If caller chooses 3, they will hear the Cashier queue greeting:
Open – Please wait for the next available agent.
Voicemail (Open or Closed) – You have reached the Finance office at Campus Wellness. Sorry we missed your call. Please leave a detailed message including your name, student ID #, a return phone #, and the reason for your call and we'll get back to you. Or feel free to email us at cw.finance@uwaterloo.ca with your question or concern. Thank you.
If caller chooses 4, they will hear the Cancellation line greeting:
| Note |
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Note: This line uses an old extension (x33542) and must be maintained from an actual Avaya phone. See Checking Voicemail for a Different Mailbox. |
Always Voicemail (Open or Closed) – You have reached the cancellation line for Campus Wellness. This line is for appointment cancellations only, and no other messages will be returned or acted upon. Please be aware that your cancellation must occur a minimum of 24 hours prior to the scheduled appointment time to avoid a cancellation fee. Please provide your name, student ID #, the date and time of the appointment, and the name of the provider you were booked to see. Thank you.
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