Asking to speak with Billing/Sales

When receiving a call relating to Billing or Sales, or a caller specifically asking for someone in these departments, on the VIP line follow the following procedure:

1. Identify that this call is specifically for someone in the Sales or Billing department.
2. Attempt a warm transfer to a individual in that department:
   1. Place the caller on hold (call parking)
   2. Dial the VIP number (512-469-7660)
   3. select the correct IVR option (billing or sales)
   4. Allow for the phone to ring and attempt to reach someone in the department, if you do transfer the call.
3. If you are unable to reach anyone through those means, return to the caller. Inform them you are unable to reach anyone directly however you can transfer them over to that department and if prompted they may leave a VM requesting a call back.
4. If the caller would like to leave a VM
   1. place the caller back on hold (call parking)
   2. call the VIP line
   3. select the correct IVR option
   4. Transfer your caller onto the line.
5. If the caller does not want to leave a VM follow the log a call process for the individual they were requesting to speak with.