Open the Phone Log document at the start of your shift.

• Fill out this google sheet to document ALL phone calls into the office.  
• To dial numbers outside of campus, dial 9 and the phone number. 
• To dial numbers on campus, dial the last 5 digits of the phone number. 

If the Phone Is Logged Out, Follow Steps Below

Password for Right SA Phone- Username: 32598 Password: 12325981234

Log-In a Phone  

• On the face of your phone you have the “OK” button surrounded by the four arrows.
• ​Push left arrow twice until you see a screen that says “Log In”
  • Select “Log In”
  • You’ll hear beeping, then the screen will return to the main screen.
• Push left arrow once.
  • You will come to a screen that has three options
  • Highlight “Open/Auto-In”and click “OK”
• You know you have logged in successfully when a plus sign in a green circle appears in the top left of the display.

OR

• On the main screen there is an option that says “Log In”. Select the clear button on the phone next to it.
• The phone will make a beeping sound and will return to the main screen.
• Select the option “Open” underneath “Log In”.

Log-out a Phone

Push *22. That will log you out of the line.

Phone Greeting

“First Year Programs this is (your name), how may I help you?”

Transferring a Call

Hard Transfer:

• With the person still on the line press “Transfer” on the bottom screen of the phone. Type in the number/extension to which you’re transferring. Once you hear ringing press “Complete”. You may hang up.
• Ex: Student calls about financial aid and asks to be directly forwarded to OSFA.

Soft Transfer:

• In the event that you need to speak with the person before you transfer the call you follow the same procedure however you wait for the person you are calling to answer before pressing complete.
• Ex. Someone calls to speak with a prostaff, we try to gain as much context as possible. Then, call that prostaff, give them the context, and transfer the student.

Putting a Person on Hold

Press the “Hold” button at the bottom of the screen. A green light will show up on the left hand side of the screen symbolizing which line they’re on. You may hang up the phone and go about whatever business you need and then come back, press the green lighted button, thank them for waiting and finish the call.

Voicemail

• Front Desk Station #2
  • Open the Phone log: fyp.washington.edu/phonelog
  • Be prepared to write down:  Date, Name, Ph#, Reason, Action, your initials
  • Dial 206-897-9898
  • # Mailbox 2216017
  • Input the password, 123456
  • To listen to new messages, press 1 and then 1 again
  • Delete it by dialing 7
• Front Desk Station #3 
  • Open the Phone log: fyp.washington.edu/phonelog
  • Be prepared to write down:  Date, Name, Ph#, Reason, Action, your initials
  • Dial 206-897-9898
  • # Mailbox 2216017
  • Input the password, 999991
  • To listen to new messages, press 1 and then 1 again
  • Delete it by dialing 7

To change your personal greeting for voicemail

1. From the Main Menu, press [4][3][1][2].
2. Record your new personal greeting.
3. Press
   [#] to Store the new greeting,
   [1] to Replay, or
   [*] to Re-record.

Open the Phone Log document at the start of your shift.

• Fill out this google sheet to document ALL phone calls into the office.  
• To dial numbers outside of campus, dial 9 and the phone number. 
• To dial numbers on campus, dial the last 5 digits of the phone number. 

Remote Access to Phones and Voicemail

Phones: 

1. Download Husky OnNet to your computer. (This allows you to connect to UW's secure server)
2. Make sure Display settings are set to 100%
3. Download the Avaya Agent for Desktop. (Available for MAC and Windows)
   1. Follow the Instructions for downloading here. It's important to follow each step carefully.
   2. After completing the steps in the PDF, it will ask for your Voice Mailbox Number in the Settings > Preferences > Voice Mailbox Number.  Uncheck "Show Message Waiting Indicator" and then you won't need to put in a Voice Mailbox Number. 
   3. Make sure to save and you will be directed back to the sign in screen.
   4. Sign in based on which SA shift you are on:
      1. SA# 1 -  Phone 1- Station ID: 59390 Pass: 12593901234 Agent ID: 69545
      2. SA# 1 -  Phone 2, Station ID: 32598 Pass: 12325981234  Agent ID: 31577
      3. Pro Staff Only - Station ID: 57041, Pass: 12570411234 Agent ID: Indivual # on Passwords Doc. (see phone tab)
   5. IMPORTANT: only one person can be logged into a station at a time. If you have double coverage, please message the other SA to coordinate which line you should be on. 
4. Using the Avaya Download
   1. Click on the Feature Button (hamburger icon at the top) 
   2. Make sure that the setting is set to "open"  
   3. After signing in, go to the Avaya Agent Icon (Red A with headphones around it) in the top left corner. Make sure you select Ready (green)
   4. Use headphones when accepting calls to avoid echoes and feedback.
5. Log out of Avaya Download
   1. Go to the Avaya Agent Icon (Red A with headphones around it) and click BOTH "Agent Log out" and "Station Logout" 
   2. After doing this, you can click quit at the bottom of the dropdown. 

Voicemail: 

1. Dial 206-897-9898
2. Press [#]
3. Enter 2216017
4. Input the password, 999991

FYP answers emails through a text messaging system called Mongoose Cadence. Please note the following:

• Students can text the office through the number 206-207-5564 (Text).
• If a person calls the number, it will ring the to main 206-543-4905.
• A person cannot text 206-543-4905.

Mongoose Etiquette:

• When responding to a text, please sign your name (e.g., LeAnne, FYP) to know who is texting.
• SA's-please open mongoose at the start of your shift. Please respond to messages within 24 business hours. 
  • Please message ProStaff on MS Teams if there is a message you are unsure of how to respond to. 

Please review the User Agreement and complete the request form.  You can access the platform via this link: fyp.washington.edu/mongoose

MGH SA Frequently Asked Questions Document  

Email

General Notes: 

• Outlook should be pinned to the taskbar. Open it and respond to emails in the fyp@ account within 24-48 business hours.
• Signature on Outlook: all signatures need to be on-brand for the university and should look like this:

                              YOUR NAME
                              Student Assistant / First Year Programs
                              Undergraduate Academic Affairs / University of Washington
                              206.543.4905 (voice)/ 206-207-5564 (text) /fyp@uw.edu / fyp.washington.edu

Please check the UW Brand Standards, if you are unsure. 

The signature will be saved in Outlook as “Student Assistant”. Please be sure you are adding your name every time you respond & do not save your own personal one. 

Email Etiquette:

• All emails must be responded to within 24-48 business hours

• FYP responds to all emails unless

  • FYP is included on a chain and we are not the appropriate office to provide the response

  • The email simply states “thanks”

  • The email is SPAM and requests you click on a link, send money, or need to hire a translator

    • In any of these scenarios, simply delete the email

• Once an email has been responded to it needs to be moved to the “Sent” folder

• All emails in the FYP account either need to be filed appropriately or labeled using the “Categorize” feature

• When an email is sent to the FYP account but we are not the appropriate office to respond, respond to that email and CC the correct department/person, rather than simply forwarding the email on to that department

Out-of-Office Message

• If the office is closed for a University recognized holiday, the first SA on shift the day before will set up the Out-of-Office Message. 
• On the app: File > Automatic Replies > Send Automatic Replies > Set Automatic Reply Dates (based on closure and FYP normal office hours - you can see the website for normal office hours) > Edit message for "Inside your Organization" and "Outside your Organization" > Hit Ok 
• On the web: Setting "gear" on the top right > View "all outlook setting" > Automatic replies > Set Automatic Reply Dates (based on closure and FYP normal office hours - you can see the website for normal office hours) > Edit message for "Inside your Organization" and "Outside your Organization" > Hit Ok 
• Message: Edit the existing message to match closure dates and the return to office date. Message on MS teams in the SA's + Ops chat when completed. 

Calendar

• You have access to all prostaff member calendars, as well as the main FYP calendar which handles the conference room schedule.

• Feel free to look at a staff members calendar in order to determine where they are, what time their next meeting is, and for scheduling a meeting.

• If someone wishes to schedule a meeting in the conference room, please check and see if it’s available and then verify with the operations manager.  

• Greet all those who walk in with a “hello” or “welcome” and “how can I help you?”

• If a person is here to meet with a prostaff member, please notify that prostaff member of their presence via a direct message on MS Teams. Be sure you ask for their name, if they have an appointment, and what time that appointment is.

• If someone would like to schedule an appointment/meeting with a prostaff member, look at that staff members calendar and schedule an appointment during any open time. Then follow up with an email to that prostaff so they know who they are meeting with and why.

• When a student comes in for an interview, welcome them the same way you would normally help someone.

• Ask for their name and follow the check-in process of marking them in the google sheet. 

• Have them sit in the main waiting area.

• ProStaff are responsible for checking in on their own interviewees, however if you notice someone sitting for a long time please message the ProStaff member directly on MS Teams. 

During interview season (January- March) please make sure we have at least 5 chairs in the front lobby space and that there is music playing in both the front and in the conference room.

fyp.washington.edu/checkout

When a FIG Leader or any other UW affiliated person that needs to check out tech or supplies (carts, sandwich boards, etc) you need to log their name, the item borrowed, contact information, their FIG section or Department, the date they are checking out the item, when they estimate they will return the item, and then the date when they actually return the item in the Tech Checkout Google Sheet. 

Laptops, dongles, the projector and other tech equipment

The tech/coat closet door code is located in the passwords Google doc (Team Drive “FYP Office 2.0” - Passwords). The Dell laptops are available to check out, and typically do not need converters to connect to the VGA or HDMI ports for the projectors in classrooms. Make sure to send a charger with the computer. When the laptop is returned, put it back in the same slot to ensure laptops stay in numerical order for easy inventorying.

Sandwich boards, carts, and other supply items

Many supplies are located in Mary Gates Room 389. A map of 389 is posted on the key to the storage closet as well as inside the door to the supply closet (where the key is).

Return of Borrowed Items

We ask that the turnaround be either same day, or one day at most. This rule especially applies to dongles and converters that FIG Leaders need for classes.

Printing

Black and white, double sided, on color paper if possible. Tray 1 is color, Tray 2 is 11x17, Tray 3 is white.

Making Copies

• Always make sure to remove staples

• Insert the paper into the top feeder, and press the copy button

• Make sure to select the correct options (2 vs 1 sided, staples or hole punches if needed, etc.)

  • Stapling and hole-punching options can be found under “finishing” at the bottom of the screen.

• Tray 1 is color 8 ½ x 11 paper

• Tray 2 is 11x17

• Tray 3 is white 8 ½ x 11 paper

• Type the number of copies needed, and press start

Scanning 

• Go to breakroom copy machine - Ricoh.

• Select the “scan” option and feed a document into the feeder at the top of the machine.

• Input the desired destination and/or email you are scanning 

Break Room Policies

The FYP office has a kitchenette, which has a refrigerator and a microwave for everyone to use. Please label your food.  Everyone is expected to wash their own dishes, but, there is a rotation system to prevent dish pile-up.

Recycling/Composting

Each office and station has a self-service recycling and waste bin, so please make sure to empty the bins regularly. Please be considerate of workstations and dispose of your garbage/recycling/compost in a timely manner.

General information about SDB can be found here.

Student Database (SDB)

• Log into SecureCRT via telnet using your Duo SecurID. You will receive your own Log in name and password. This is for your use only.

• In the Main Menu, enter in SDB as your choice.

• Then enter in the SDB Screen you are trying to access. The screens can be accessed via the SDB Screen Manual.

Fee-Related Information in SDB

• Log into SecureCRT via telnet using your Duo SecurID.

• In the Main Menu, enter in SDB as your choice.

• Enter in MENU6.

• Press “Home,” “Tab.”

• Under DT: type in “01/01/51” (this is how far back SDB will check the student’s account) then “Tab” (4 times).

• Enter in the student’s student number.

• Under ACT: type in either “04” or “12” depending on the screen you want to access.

  • 12 screen: is used to see what charges were made to the student’s account. It is also how we charge the student accounts all of our fees.

  • 4 screen: is used to see what was charged to the student’s account, how much they paid (shown under the credit column), and what their Account Balance is.

SDB Tips 

• ​SDB does time out so in order to keep this from happening, if you press “Home” key then type in “.MENU” it will return you to the main menu and your SDB will not log out.

• Make sure you have the correct quarter entered in, it should automatically go to the current quarter, but this isn’t always the quarter you want.

• If you are looking up the same student but need to look up multiple SDB screens, instead of having to enter the student number over and over again, just press “Home” then type in SRT### (instead of SRF) and it will access the same student’s account.  This doesn’t work for certain SDB screens like SRF160 or MENU6.