Callers to the City of Chino Hills will be greeted with "Please listen carefully, our menu options have changed." A new Voice Over Internet Protocol or VoIP telephone system is in place. New telephone technologies available with the system will provide a better customer service experience for callers.
Call menu options were designed based upon customer phone behavior, historical data regarding call volumes and patterns, and input from various City Departments. The recorded prompts list services that callers seek such as trash service, passports, business licenses, etc. You can still dial "O" and get an operator or wait for option five which is a list of City Departments.
Water customer service, recreation classes, business licenses, and building permits are a few of the areas that receive a high volume of calls. The new system was programmed so calls into high demand areas will ring on several phones at once, which is expected to result in fewer calls going into voicemail. During high-volume periods... calls will go into the call center where they are placed into a caller cue in the order that calls are received. During high-volume periods, all of the new features get us to your call faster. The City will also have the ability to record an "emergency broadcast" message that can relay important information to callers during an emergency.