1. Contact the caller by phone. If there is no answer, leave a message. If there is not enough contact information to call the caller back, skip to Phase III.
2. Explain that ECL's Emergency Team has employed an answering service to retrieve calls and locate technicians quickly.
3. Explain that ECL's Emergency Team has been notified and a technician is being located.
4. Gather and record any additional information about the customer that is relevant, especially the SA.
5. Get the customer to re-describe the problem in greater detail.
6. Collect and record all symptoms.
7. Explain to the customer that they will be contacted as soon as possible to resolve the concern, probably within the next 15 to 30 minutes.  

Phase III. Follow the contact list protocol (Estimated time: 5 mins per staff member)

1. Contact an SA. If the SA is not available, leave a message explaining both the details of the customer's call, and that you are proceeding down the contact list. If the SA is unknown, skip to step 2.
2. Contact a General Manager (GM) if an SA is unknown or unavailable. If the GM is not available, leave a message. Provide both the details of the customer's call, and that you are proceeding down the contact list.
3. Contact the CC if the manager is unavailable, or if the GM instructs you to do so. If the CC is not available, leave a message explaining both the details of the customer's call, and that you will be restarting the call list from the top.
4. Call back the customer to inform them of the delay in the event that no one is available. (see Notes 1) 
5. Wait 30 minutes before repeating steps 1 to 3 a second time before quitting. (see Notes 1) 

Phase IV. Recieve instruction from staff

Recieve instruction from staff to either:

1. Relay a message to the customer.
2. End the call and let the staff member take control.

Phase V. Log the call

1. Log the call according to internal procedures. (See Notes 2)
2. Call back any ECL staff that you attempted to contact previously. Inform them that the call is being handled by (name) and to please disregard.   

Notes:

1. The manager is the catch-all for ECL Emergencies. Only in extreme, unpredictable situations will the manager be unavailable to answer calls. Expect to use Phase III. Steps 3 to 5 only as a very uncommon last resort.
2. TigerTel Internal Procedures: Email the original call log and call attempts to ECL staff, any information relayed by ECL staff, and all other recorded data to emergency@eclcomputing.ca the next bisuness day.