Changes to the CPS Direct telephone service
We have recently introduced a new call distribution system. Most of the changes have taken place behind the scenes and have not affected how officers use our service. However, we have made some changes to the way our system works to improve the service we offer.
Rape Charging Specialists
The system will now give officers the choice of being connected to a Duty Prosecutor trained to deliver charging advice in rape cases.
How the service operates at busy times
If all Duty Prosecutors are engaged on call, officers will no longer be transferred to an operator but they will be given the option to queue or receive a call back.
Summary of changes - frequently asked questions
What's happening?
From January 2009, CPS Direct will implement a new advanced call distribution system.
Why?
The new system is more flexible and it will allow us to offer a better level of service.
Is everything changing?
No. Our number will remain the same and there will be no change to our hours of service. We will continue to be avaialble between 5pm and 9am Monday to Friday, and all day a weekends and public holidays.
In fact, very little will change about the way you use our service, most of the improvements will be taking place behind the scenes.
So what will be different?
- When you enter your force code identifier, the name of your force will be repeated back to you.
- If you are from a non-geographic force, such as British Transport Police (BTP), you will be asked to enter your own force code and then you will be asked to enter the code of the force in whose area you are operating.
- You will be given the option of being connected to a rape charging lawyer. This will allow you to get prompt, specialist advice in such cases.
- If the service is unusually busy and all Duty Prosecutors are engaged on a call, you will no longer be transferred to an operator, but you will be given the option to queue or receive a callback.
- If you stay on the line you will receive mesages detailing your progress through the queue.
- If you chose to receive a call back you must enter a direct dial number where you can be reached. This will allow the call system to automatically connect you to a Duty Prosecutor once one becomes available. Mobile numbers can be accepted for this purpose.
- Whether you opt to wait on the line or request a call back your call will keep its place in the queue. There will be no advantage to ringing back as the new call will be behind the original call in the queue.
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