As the College continues to operate remotely, TSS, Communications & Marketing, and eLearning have developed guidance for campus departments about accessing virtual phones, online appointments, Zoom rooms, and live chat to to ensure students and the public are able to effectively reach offices and services.   

Campus Phones:

• Campus phone lines can be checked off campus by following TSS Voicemail Instructions. 
• If you need to place phone calls from off campus, one option is to use your home or mobile phone. If you would prefer not to do that, an option is to use virtual phone software.  

Virtual Phones:

There are two virtual phone line options for employees. For help getting set up with a virtual phone, please email tss@shoreline.edu. 

• GoToConnect: For employees whose jobs involves a large number of phone calls, the College has purchased a limited number of licenses to use a virtual phone system called GoToConnect. This allows you make phone calls and send texts from your computer or from a mobile phone app using a new phone number that is not your own. These can also be set up with phone lines multiple people can answer, shared voicemail, routing, etc., as has been done for Cashiering, Enrollment Services, and Financial Aid. It’s important to note that we have used nearly all of the licenses we purchased for this and are only making it available to employees for whom making and receiving phone calls is a major part of their job. 
• Google Voice. For employees who don’t qualify for GoToConnect, we provide instructions for using the free Google Voice system. It also lets you place phone calls and send texts using a website or a mobile phone app, and those texts and phone calls use a new phone number that is not your own.  

Online Appointment Scheduling:

Departments that would like to publish available time slots for student or employee appointments online may request Microsoft Bookings. For help getting set up with a Bookings site, please email tss@shoreline.edu. 

• Bookings allows students or employees to select appointment times you establish, and once booked, the appointment can show up in the Outlook calendar of the employee hosting the appointment. You can establish multiple employees to show in the calendar, multiple appointment types, open/closed hours, etc. (For example, see the TSS Equipment Pickup & Return calendar.) 
• Bookings can also be configured to send email and text message reminders to the appointment requester. 

Zoom Rooms:

Zoom rooms work well for use in one-on-one scheduled appointments or group meetings/webinars with pre-invited attendees, but not as well as a primary initial point of contact for students or the public. For assistance with Zoom, please contact Classroom Support Services (media@shoreline.edu). 

• It’s recommended that departments provide a Zoom link to students or the public once they are in initial contact with them via phone, email, or chat, rather than using an open “waiting room.” 
• Zoom “waiting rooms” used as an initial point of contact demand a high staffing burden, can’t be shared among multiple employees, and do not create clear expectations for those waiting in the queue, which creates a high risk of them abandoning the room before they are served.  
• Zoom “meetings” are designed to be a collaborative event for two or more attendees with all participants being able to screen share, turn on their video/audio, and see who else is in attendance. (Great for one-on-one appointments or small groups where it’s acceptable for people to interact directly with each other). 
• Zoom “webinars” are designed for large events and public broadcasts where the host and panelists can share their video, audio and screen. Attendees are view-only but have the ability to interact via Q&A, chat, and answering polling questions. (Great for events, town halls, info sessions). 

Live Chat:

For 2021-22, the College has limited live chat capabilities available through ZenDesk Chat that is restricted to the Contact page and International Education page of the website. A SEM sub-group will be assembling to explore and assess campus-wide live chat needs, requirements, and tools. Additional information about this will be shared with the campus as it becomes available. 

Thank you!