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Voicemail Procedure

Description: The Voicemail option is used to retrieve messages left by callers when we are either in a meeting, have a high number of calls or after hours. The Customer Support mailbox should receive an email for each call when a voicemail is left. There are two options when checking voicemails, using the Message button on your phone or if you are not in the office, you can dial into the voicemail retrieval system. 1. Press the Message button on the phone and select the ?Mailbox VW Support? option to access messages. Password is 39151#. To listen to messages, dial 917-877-5754. Press *. 2. To retrieve messages press 1. 3. To delete messages press 7, or to save press 9. 4. Be sure to document the date, time, callers name, phone# and the detailed message. 5. Using the information from the messages and search for the customer information in SalesForce (if there is no Account in SalesForce create one and create the appropriate Opportunity required for the request). Research the information in CS Tool for the Account and Opportunity you are creating in SalesForce. 6. Log the call in SalesForce under Activity History on the appropriate account: In the subject line enter? Voicemail? and note the time of day of the call was received after hours or ?meeting? if it was during a meeting. Example: ?Voicemail-Meeting? or ?Voicemail- 6:25pm? 7. Based on the location/ time zone of the ECP call right away or when their office opens and respond to the email notification accordingly: If you are able to reach the ECP and action is taken, reply to the voicemail email to let the CS Team know it?s been completed. If you are unable to reach the ECP, reply to the email with a description of the voicemail and the reason you were unable to reach the ECP, whether you haven?t called yet because they are in a different time zone, or if you left a message. 8. After contacting the ECP log the call in SalesForce for the outcome of the call. Use the Log a Call option in SalesForce. 9. When no email is received for voicemails, create an email to send to Tracy and Shannon. Make sure to put the information retrieved in the body of the email.