Customer Service:Telephone-Changing Phone Greetings

Overview

The following instructions will allow Customer Service to change the main phone greeting.

Phone Greetings

The main greetings for the phone system are:

• 1 Normal day greeting
• 2 Normal night greeting
• 3 Stat holidays
• 4 Weather closure of the Richmond warehouse and office
• 5 Christmas lunch
• 6 Staff appreciation lunch
• 7 Empty

Changing Greeting

1. Go to the desk phone at the receptionist desk
2. Get CherylC to log out of the ACD queue
3. Press 100
4. Press #* (pound star)
5. Press 991#
6. Press 000#
7. Press 3
8. Press 1
9. Choose a greeting from above and press the number that corresponds to the greeting you want ( 1 or 2 or 3 or 4 or 5 or 6 )
10. Press 2 to re-record greeting (all the greetings are pre-recorded and usually DO NOT need to be re-recorded) OR press 1 to listen to the greeting to make sure it is correct
11. Press 9 to save any changes
12. Test that the correct greeting is playing by calling 604-270-9745 and 1-800-665-9776 from a cell phone

Re-setting back to Normal Greeting

1. Go to the desk phone at the receptionist desk
2. Get CherylC to log out of the ACD queue
3. Press 100
4. Press #* (pound star)
5. Press 991#
6. Press 000#
7. Press 3
8. Press 1
9. Choose a greeting from above and press the number that corresponds to the greeting you want ( 1 or 2 or 3 or 4 or 5 or 6 )
10. Press 9 to save any changes
11. Test that the correct greeting is playing and messages are being forwarded to the Customer Service voicemail box by calling 604-270-9745 from a cell phone

Re-recording Greeting

If you need to re-record any greetings, please use the wording below:

1 Normal day greeting

Please press 1 for customer service. If you know the extension of the person you are calling for, please enter it now or press 411 for our staff dial by name directory.

2 Normal night greeting

You have reached uniPHARM Wholesale Drugs after hours. Our office hours are Monday to Friday 8:30AM to 4:30PM. The distribution centre hours are Monday to Thursday 7AM to 11PM, Friday 7AM to 7PM and Sunday PM to 11PM. If you know the extension of the person you are calling for, enter it now or press 411 for our staff dial by name directory. If you wish to leave a message in the general message mailbox, please remain on the line.

3 Stat Holidays greeting

Due to the Statutory Holiday, uniPHARM Wholesale Drugs will be closed today. Please leave a message only if it is very urgent, as there are no customer service representatives available today. If you know the extension of the person you are calling for, enter it now or press 411 for our staff dial by name directory. Thank you for your patience.

4 Weather Closure greeting

Due to the weather conditions, uniPHARM Wholesale Drugs will be closed today. Please leave a message only if it is very urgent, as there are no customer service representatives available today. IF you know the extension of the person you are calling for, enter it now or press 411 for our staff dial by name directory. Thank you for your patience.

5 Christmas lunch greeting

In honour of our staff holiday luncheon, today our office will be closed from approximately 1:30AM to 3:30PM. If the matter is urgent, please call 604-276-5247 or 604-276-5290 and our distribution centre staff will be happy to help you. If you wish to leave a message for customer service, please press 1. If you know the extension of the person you are calling for, enter it now or press 411 for our staff dial by name directory. Thank you for your patience.

6 Staff Appreciation lunch greeting

In honour of our staff appreciation event, today our office will be closed from approximately 12:00PM to 1:30PM. If the matter is urgent, please call 604-276-5247 or 604-276-5290 and our distribution centre staff will be happy to help you. If you wish to leave a message for customer service, please press 1. If you know the extension of the person you are calling for, enter it now or press 411 for our staff dial by name directory. Thank you for your patience.

General Greetings

• 500 - Greeting 1 - General Message Business Hours Greeting: Plays during business hours.

You have reached our General Mailbox. We are unable to answer your call at this time. Please leave a message including your name and telephone number. We will return your call as soon as possible.

• 0 - Greeting 1 - General Message After Hours Greeting: Plays after hours.

Our office is now closed. Our office hours are Monday to Friday 8:30AM to 4:30PM. The distribution centre hours are Monday to Thursday 7AM to 11PM, Friday 7AM to 7PM and Sunday PM to 11PM. Please leave a message including your name and telephone number. We will return your call as soon as possible.

• 412 - Greeting 1 - Heard When the Caller Does Nothing in Directory Greeting

You have now exited the directory. To re-enter the directory please enter 411. If you know the extension of the person you wish to reach, please enter it now.

• 800 - Greeting 1 - Last Chance Greeting: Plays for callers who do nothing.

If you would like to try an extension, please do so now or dial 9 to return to the Main Menu.