Phone Calls
Always document phone calls and in the notes section according to cohort in the _____.
Nevada Promise Student Database
Emails need to be categorized with your ____and should show show as responded.
Initials
A voicemail should always be______
Returned
_______is used for making phone calls while working remotely.
Cisco IP Communicator
Checking in at the ____ and at the ___of your shift is required via Teams.
Start
End
Calls and interactions should also be documented in the _____log.
Promise Care Log
Emails should be moved to the _____folder after replying.
Facilitator Review Folder
Please follow the same_______guidelines used for phone calls and documenting information after checking voicemails.
Customer Service
Make sure your _____and _____are not muted during a video conference call or meeting.
microphone
camera
Don’t multitask during video meetings. Avoid using the ____feature while the presenter is ____a file or speaking.
chat
sharing
To ____ a call, make sure you take caller off hold , hit the transfer key, add the extension and then hit the transfer key again.
Transfer
Your _____ should always be included in a basic email closing statement after you use "Best Regards" or "Thank You".
Name
You can check for voicemails in the ____app or the ____inbox or assigned folder.
Phone
promise email
Other than zoom, we use Microsoft_____in order to host video conferences and stay connected throughout the day via the chat feature.
Teams
Don’t delay start times, or waste time during the meeting by being_______. Check your ______ connection and _____ your microphone when you're not talking.
unprepared
internet
mute
Do not share any sort of information without _____the student's identity first. Verify identity by asking for the student's _______and ______name. Full names may not be enough, so in addition ask for the student's _______ID or promise ID before engaging in conversation.
Verifying
First
Last
NSHE
If you are unable to make a shift, email all of the_____, the specialist, and CC the office_____.
Email or contact the next available_____ to cover your shift.
Coordinators
Manager
Facilitators
Voicemails should be addressed at the _____ of your shift, unless you are instructed otherwise by the office_____, coordinator or office _____.
Beginning
Specialist
Manager
Other than Zoom and Microsoft Teams, _____is another app that could be used for videoconferencing, meetings, group messaging, file sharing and white boarding.
Webex Teams
During a video call:Please follow the dress-code policy and dress as if you were in the_____. Doing so shows______ and professionalism to your peers. It’s also important to note that appearances are not limited just to you. Be aware of your________.
Office
Respect
Surroundings
Personal _____and ____ will be kept to a minimum. Neglecting your duties due to making/accepting/responding is not acceptable.
Calls
Texts
Respond to emails only when you are on shift. However, do not ignore schedule invites for _____, _____, and ____.
Office hours
Events
Trainings
If you do not have the essential information in order to return that call, take a moment to do some _______first.
To document the voicemail or call obtaining the____ID or promise ID. Relying on _____and ____names is not sufficient.
Research
NSHE
First and Last
Make sure you are connected to the ______ in order to access J-Drive and the databases.
Once the Cisco AnyConnect app is installed, you can connect or sign in with your regular CSN work _____ and______.
·
VPN
Username
Password
Video calls can be a little intimidating, but turning off your video defeats the purpose of connecting. Even though it’s tempting, leave your _____ on. Position your camera at _____level for better engagement. Also, be sure you have good____ to avoid appearing to bright or too dark on camera.
camera
eye
lighting