DTS has a new Call Handling policy which should be used when dealing with calls in Unidesk.This has been compiled by a group of staff tasked with formulating a consistent way of handling calls within the Directorate. Please read the document so you know what to do when you are allocated a call.

The image below shows a lighthearted view of the lifecycle of a ticket

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You are invited to attend a drop-in session for advice about your role in the new Call Handling process.  James Griffiths, the DTS incident manager, and other authors of the policy will be on hand to provide guidance and answer your questions.