Before You Begin Your Shift

Logging into the worker computer and SIT program

  • If the student computer is off, you need to log into the system using your Chapman credentials. You do this on the laptop at the student desk area.
  • Once you’re logged in, you need to open the SIT program. This is the phone operator system you will be using explained below. The icon is on the desktop and has the Word “SIT” in it. The login username/pasword is “2993”.

Turn off call forwarding

  • chapman phoneMake sure call forwarding is turned off for your shift. On the regular office phone, hit the “fwrd” button. The phone should display a ‘call forward cancelled’ message.
  • To turn it back on at the end of your shift, hit the button again. You should do this at the end of your shift if you are not being immediately replaced.

Using the SIT System

Basic Knowledge

  • Incoming calls are yellow.
  • Answered calls are green.
  • Transferring calls are red.
  • Calls on hold are orange.

To answer a call:

  • Click anywhere on the yellow rectangle that has the incoming call’s phone number on it. It should turn green to show that you are currently connected.
  • The yellow rectangle will be located on the left side of the screen under “Lines”.
  • Numerous yellow rectangles could pop up depending on how many calls are currently incoming.
    • Try to answer the calls that have the biggest numbers on them. This represents how many seconds the caller has been on the line, so the bigger the number, the longer they have been waiting and the sooner they should be helped.

To transfer a call:

  • Type out the extension number in the ext. box, located on the bottom of the screen.
  • Then hit enter on the keyboard to send the call to that number.
  • Type the name or department into the “All Fields” box located below the number base toward the bottom of the screen.
  • When the correct name or department pops up on the name screen, click it once to transfer the call.

After transferring a call:

  • The yellow rectangle with the number inside should turn red for a moment while it’s transferring, then disappear altogether once the call has been transferred.
  • It is important to wait to answer another call until the call you just transferred has disappeared. 

To hold a call:

  • Click once on the green rectangle of the already answered call. It should turn orange.

To let go of a call put on hold:

  • Click once more on the orange rectangle of the call on hold. It should turn green to show that you are connected.

Important Information

  • Keep the “Advanced Search” tab open at all times.
    • This is the useful section at the bottom of the screen that allows you to type in specific names in order to find phone numbers.
    • It should be open when the program is opened every morning, but if it is not, click the button on the very bottom of the screen that says “Advanced Search” with a picture of blue binoculars above it.
    • When using the “Advanced Search” tab, typing into the “All Fields” box is most useful.
    • After transferring a call, to clear all the boxes within the “Advanced Search” tab, click on the button that says “Clear” with an icon of a red X located on the bottom of the “Advanced Search” tab.
  • Do NOT use the keypad on the screen for dialing extension numbers.
  • Be sure to use the correct earpiece or headset that corresponds with whichever computer you are using, either the student laptop or the main computer. See the below bullets for more information on headsets and earpieces.

 Earpiece and Headset Information

  • The headset is the device that wraps around your head when used, and it’s attached to the student laptop.
  • The earpiece is the device that only attached over one ear, and it’s used with the main computer.
    • They should both be connected with their computers, but if they aren’t working, there are a few ways to make sure they are properly plugged in and available for use. (see below) 

To check that the headset is ready to use (student laptop):

  1. Right click on the “Speaker” icon, on the very bottom of the screen next to the date and time. A list of options should open.
  2. On that list, click “Playback devices” and a small tab should open on the screen.
  3. Under “Playback devices” check that the box that says “Speakers” is selected. You will know it is selected because it will have a green check mark on the bottom right corner of the icon.
  4. Right click on the icon and click “Set as Default Device” if it is not already selected.
  5. Right click again on the icon and click “Set as Default Communications Device” if it is not already selected.
  6. Under “Recording Devices” check that the second box that says “Transmit” with the icon of the earpiece is selected. You will know it is selected because it will have a green check mark on the bottom right corner of the icon.
  7. Right click on the icon and click “Set as Default Device” if it is not already selected.
  8. Right click again on the icon and click “Set as Default Communications Device” if it is not already selected and then “OK”.
  9. Also, on the stand where the headset sits while it’s not in use, there are three icons at the top. Check to make sure that the light above the computer icon on the left side is green while the headset is in use. If it’s not green, press the button above the light and it should turn green and this will signal that the headset is ready to be used.

 To check that the earpiece is ready to use (main computer):

  1. Right click on the “Speaker” icon, on the very bottom of the screen next to the date and time. A list of options should open.
  2.  On that list, click “Playback devices” and a small tab should open on the screen.
  3. Under “Playback devices” check that the box that says “Receive” with an icon of a headset is selected. You will know it is selected because it will have a green check mark on the bottom right corner of the icon.
  4. Right click on the icon and click “Set as Default Device” if it is not already selected.
  5. Right click again on the icon and click “Set as Default Communications Device”  if it is not already selected.
  6. Under “Recording Devices” check that the first box that says “Transmit” with an icon of a headset is selected. You will know it is selected because it will have a green check mark on the bottom right corner of the icon.
  7. Right click on the icon and click “Set as Default Device” if it is not already selected.
  8. Right click again on the icon and click “Set as Default Communications Device” if it is not already selected and then “OK”.

Helpful Tip:

If these steps seem backwards because the icons don’t match the actually set you are using, unfortunately, they are. This means that if you want to use the headset, you should select the speakers icon, and if you want to use the earpiece, you should select the headset icon. I understand this is confusing, and for that I apologize, but if you keep in mind to click the opposite icon of whichever device you would like to use, there should be no problem.

 Extra Information

  • If for some reason there is a name missing from the directory on the online system, feel free to reference the green posters on the wall by the computer screen, or the directory handbook, which is red.
    • Both of these sources have extension numbers for numerous departments and people, which can be typed into the online system for transferring calls.
  • If a call comes in that seems to be a recording, and not an actual person on the other side, try speaking at least twice to make sure that no one is on the other side. If no one responds, click on the box on the bottom of the screen with an icon of a red phone and a large X, which says “Release”. This will release the call and it should disappear from the screen.

If you have any additional questions, please contact:

David May at dmay@chapman.edu

or

Brandi Valentine at valentin@chapman.edu


Go to SMC Internal Homepage