Voice Mail Configuration and Procedures
Incoming Voice Mail Procedures
Voice mails go to Slack in the #voicemails channel.
Voice mails should ideally be listened to within an hour of receipt. (You can often tell who the voice mail is from and even what it's about from the text in the notification.) Response time and dispatch time are based on customer service level and severity of issue.
If you listen to a voice mail, send a message in this channel right away advising that either you're handling it (so no one else takes it on), or who it's for and what action needs to be taken by that person.
If someone else needs to follow up or handle it, put details in the channel regarding:
1. Who is calling (name and company)
2. Who they are calling for
3. A summary of the message (This is important. Please do not simply say "Message from Jane for Mary." In one (two at most) sentences, briefly explain what the call is about. (If the call is personal, a sales call, or a wrong number, it will suffice to say only that.)
The remaining information in this article is provided for technical reference only. Most team members don’t need to review it, but it’s included here in case we need to change the configuration in the future.
Technical Notes on Voice Mail to Slack Setup
The email address to which voice mails are set to go:
- g9g6d0x8r4y1r9a1@nygg.slack.com (#voicemails channel)
This is configured in our Ring Central portal.
We use the Slack email integration (available only in paid Slack plans) to enable receiving emails in a Slack channel:
Configuring Outgoing Menu Messages (Menu Prompts)
To upload a new menu message (a "prompt"), go to Phone System>Auto Receptionist>Prompts Library.
To apply the message to a specific outgoing menu, go to Phone System>Auto Receptionist>IVR Menus.
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