Voice Mail Configuration and Procedures

Voice Mail Configuration and Procedures

Incoming Voice Mail Procedures


Voice mails go to Slack in the #voicemails channel.

Voice mails should be listened to within 30 minutes after receipt. Dispatch time is based on customer service level and severity of issue. 

If you handle a voice mail, immediately send a message in this channel advising that you're handling it. This way everyone else will know that’s its been addressed, avoiding duplication of effort and multiple responses to customer. 


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 or a wrong number, it will suffice to say only that.) 


The email address to which voice mails are set to go:

  1. g9g6d0x8r4y1r9a1@nygg.slack.com (#voicemails channel)

This is configured in our Ring Central portal.



Info
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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