With the growing user base, the phone line is often busy. With this new system, a computer is used to handle four concurrent incoming calls. In addition, a line hunting feature is deployed so that you just need to remember one number in order to reach any of the four lines. You can select the messages you like to listen. When an incoming call is received by the system, a voice menu will be presented to the callers.
Callers can choose to listen to pre-recorded answers of their questions or talk to human operators.
In fact, by pressing the '2' button on the phone, the call will immediately be transferred out to a Helpdesk operator during office hours. The Helpdesk operator on duty will then attend to the message. The system also has a feature to inform callers, without prompting, on any services which are temporary not available. All calls logged via any of the above methods will be attended first by the Helpdesk operators. For more difficult problems or problems which need on site service, second level support staff will be activated.