Changing a Phone Tree Greeting

Our phone tree system is currently set up so that the Main greeting at 519-888-4096 changes automatically when we open or close, during the winter holiday break, or when the university is closed due to inclement weather.

The only time this greeting needs to be changed is when we are closed for a special occasion (e.g., during an all-staff meeting).

If you find that the Main greeting or any other phone tree greeting with Lance’s voice needs to be changed, please provide the exact wording of the new greeting to him in a ticket.  He will record and submit the updated greeting to Telephone Services.

Special Occasions

When we are closed unexpectedly due to a special occasion (e.g., during an all-staff meeting), the Customer Service Manager will complete the following:

1. 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).

2. In your ticket, instruct Telephone Services to switch the Main greeting to the special event greeting and they will apply the appropriate audio file (which Lance will record and provide).

Phone Tree Scripts (aka the actual greetings)

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].

Callers will then hear the following immediately after the above:

If this is an emergency, please hang up and dial 9-1-1.

For our location, operating hours, and other information, please visit our website at uwaterloo.ca/campus-wellness.

Please choose from the following options:

• For Health Services, press 1 (goes to Health Services submenu)

• For Counselling Services, press 2 (goes to x42655)

• For Specialized Care, press 3 (goes to x41976)

• To dial an extension directly, press 4 (goes to main UW line)

• For patient request of information, privacy and confidentiality matters, and client feedback, press 5 (goes to x40618)

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 welcome greeting:

• If you are calling during our operating hours, the next available agent will be with you momentarily.

If no one picks up the call (likely because we are closed), they will hear:

• 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 welcome greeting:

• If you are calling during our operating hours, the next available agent will be with you momentarily.

If no one picks up the call (likely because we are closed), they will hear:

• – 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 welcome greeting:

• If you are calling during our operating hours, the next available agent will be with you momentarily.

If no one picks up the call (likely because we are closed), they will hear:

• – 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 welcome greeting:

• 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.

If caller chooses 2, they will hear the CS CSR greeting:

• If you are calling during our operating hours, the next available agent will be with you momentarily.

If no one picks up the call (likely because we are closed), they will hear:

• – You have reached Counselling Services at the University of Waterloo. Sorry we missed your call. For our hours, visit our website at uwaterloo.ca/campus-wellness. If this is an emergency, please call 9-1-1. If you require immediate assistance, please call Good 2 Talk at 1-866-925-5454. You are welcome to leave a message in our confidential mailbox, including your name, student ID #, and phone number and we’ll get back to you at our earliest availability. Thank you.

If caller chooses 3, they will hear the SCO CSR greeting:

• If you are calling during our operating hours, the next available agent will be with you momentarily.

If no one picks up the call (likely because we are closed), they will hear:

• – You have reached the Specialized Care Office at the University of Waterloo.  Sorry we missed your call. If this is an urgent situation, please hang up and call 9-1-1 or visit your local hospital’s emergency department.  If you are on campus and experiencing an urgent situation, please hang up and dial extension 22222 in order to reach the Special Constable Service. If you require urgent support, you can reach Here 24/7 by calling 1-844-437-3247. You are welcome to leave a message in our confidential mailbox, including your name, student ID #, and phone number and we’ll get back to you at our earliest availability. Thank you.

If caller chooses 4, they will be redirected to the UW main line at 519-888-4567.

If caller chooses 5, it will always go to voicemail and they will hear:

• – You have reached the confidential voicemail for Campus Wellness Release of Information. If you are a student requesting records, please leave your name, student ID #, a return phone number, and specific details about what you are requesting.  If you are an outside facility requesting records, please leave your facility name, your name, and a return phone number where we can reach you.  All calls will be returned within 24 business hours. Thank you.