Technology Update

Phone System Update
The branch office telephone systems have recently been converted to the new Voice over IP system, except Indianola, which will be converted the week of November 24 and Carroll, which is scheduled for mid-December. This new system offers a lot of new functionality and connects our offices in new and meaningful ways. Changing telephone systems is a big shift for everyone and now is the perfect time to offer some “tips and tricks” on how to use the new system effectively.

Once all offices are completed…
• Staff members will no longer need to “call an office” to talk with someone. Simply dial a person's five-digit extension number, and you will be connected to them directly regardless of their office assignment.
• There will be no need to call long-distance between offices. By using the extension numbers for staff members, you can call between offices without incurring long distance charges.
• Caller ID. Need we say more?
• You won't have to tell a client to “please hang-up and dial...” to reach another office or staff member. Any phone on the new system can transfer a call to any other extension regardless of their office assignment.
• As part of our commitment to customer service, someone from Heartland will always answer the phone. The systems are being programmed so that callers will never hear a busy signal when calling Heartland. If your branch office lines are full, calls will roll to the receptionist in Johnston and be routed back accordingly.
• To check your new voicemail, you will have several options. You can call your local office after hours and press # or you can call the Johnston auto-attendant 800 number at (800) 255-0405, press # and follow the prompts.
• To find the new five-digit extension numbers for staff, you can use the PeopleBox online directory for the most up-to-date and accurate information. Extensions will be updated in PeopleBox the same day the new extensions take effect. Please check the Technology Information Archive on the Intranet under “Phone System” for user guides and quick reference sheets.

The new Voice Over Internet Protocol (VoIP) phone system may take some getting used to, but it has been worth the wait. Our new phone system is already helping us serve our clients and communities more effectively while allowing us to deliver improved customer service to our partners in learning.

Internal Calendar Link
The link to the Internal Calendar has been removed from the Intranet. The Intranet calendar link allowed view-only access and was creating some confusion. The internal calendar is available to all staff members through Kerio e-mail, which provides the ability to view events as well as add them to your personal calendar.