Voicemail Helps You Do Your Job

Voicemail is an amazing tool that can make your job easier to manage. Voicemail answers your phone when you are on the line as well as when you are away from your desk. Voicemail allows users to forward messages on to the right person. Newly available Enabled Voicemail (EVM) allows you to receive email and text notification, as well as emailed sound files of your voicemail messages, sent to your email address. A comprehensive overview of campus voicemail features is available online.

Also, you may download an Octel Voicemail User Guide. (Adobe PDF)

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Voicemail Guidelines Topics:

• Accessing the Voicemail System
• Recording Greetings
• Sample Greetings
• Voicemail Main Menu
• Passwords
• Planning a Message

Accessing the voicemail system from different locations

Where Are You?	Voicemail Box Number & Process
At assigned phone (at your desk)	Dial 2-8629 Enter your Password
At another campus phone that also has voicemail	Dial 2-8629 Press * Dial your 5-digit mailbox number Enter your Password
At a campus phone that DOES NOT have voicemail	Dial 2-8629 Press # Dial your 5-digit mailbox number Enter your Password
From Off Campus (e.g. Home Sick)	Dial (530) 752-8629 Press # Dial your 5-digit mailbox number Enter your Password

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Recording your greetings and programming your phone

What Do You Want To Do?	Process
To record your name	Access the voicemail system. Press 4, 3, 3 and follow the prompts. This greeting will be heard when voice messages are forwarded or if you do not record any greetings. The default voicemail greeting is "your call has been forwarded to an automated voice message system. (Your name) is not available. At the tone, please record your message."
To record greetings	Access the voicemail system. Press 4, 3, 1 and 1 to record an "I'm away from my desk" greeting. This greeting will play when no one answers your phone. Press 4, 3, 1 and 2 to record an "I'm on the phone" greeting. This greeting will play when your line is busy.
To forward incoming calls to voicemail	Lift handset Dial *50 then 2-8629. Dial *51 then 2-8629
To record an extended absence greeting	Access the voicemail system. Press 4, 3, 2 and follow the prompts. This greeting is used for absences of a day or more and cannot be skipped by callers. Ideal for vacations and training. Every time you access your voicemail box, the system will remind you that you are using an Extended Absence greeting and ask if you wish to keep it. When you no longer need your Extended Absence greeting and decide to cancel it, your system will revert to your Personal Greeting.

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Sample Greetings

Voicemail greetings leave incoming callers with an impression of you and your department. Why not make it a good impression by extending good customer service to your voicemail greeting? Greetings are your opportunity to tell your customers important information.

Samples: Some departments date greetings by day or by week; some indicate emergency numbers like a pager, an aternate contact or a cell phone. Here are some sample greetings to get you started.

Personal Greeting (I am away from my desk): Hello, you have reached the voice mailbox for (your first and last name) at (your dept). I am unable to answer my phone at this time. Please leave your name, number and a detailed message and I will return your call today. If this is urgent, I can be paged at (530) 75x-xxxx. If you need to speak to someone immediately, please press 0. Thank you.

Personal Greeting (I am on the other line): Hello, you have reached the voice mailbox for (your first and last name) at (your dept). I am currently on my phone. Please leave your name, number and a detailed message and I will return your call when I am off the phone. If you need to speak with someone immediately, please press 0. Thank you.

Extended Absence: Hello, you have reached the voicemail box for (your first and last name) at (your dept). I will be out of the office (these dates). I will be returning calls on (this date). Please leave your name, number and a detailed message or press 0 if you wish to speak to someone immediately.

"0 Out" Feature: Ask your ATR (Area Telecommunications Representative) if you have the "0 Out" feature to get caller back to main department number. If you do not have the "0 Out" feature and want it, this option can be added to your voicemail features. Contact your department's ATR for more details.

Other Options to Add to Your Greeting

• I can be emailed at xxxx@ucdavis.edu.
• You can send a text message to my pager by emailing (530) xxx-xxxx@alphapage.airtouch.com.
• Today is (date). I will be at my desk until noon, and then in meetings until 5pm.
• Press # if you want to skip this greeting in the future (ONLY for Personal Greetings).

General Guidelines for Greetings

• No music or jokes.
• Record your greetings from a script to avoid "um" and "uh."
• Aim to record a brief greeting.
• Speak slowly and clearly.
• Affiliate your self with your department (e.g. "You've reached John Smith from Nutrition").
• Avoid using the standard system greeting: personalize your greetings.
• Avoid chewing gum, food, or slurping beverages while recording your greeting.

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Voicemail Main Menu

Function	Phone Key
Review	1
Send	2
Check Receipt	3
Personal Options	4
Restart Session	5
Exit	*
Help	0
Complete/Skip	##

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Password Guidelines

As part of the exit interview process, IET-CR recommends that all mail passwords be reset to something generic, such as (e.g. 123456). If a password is not obtained before employee departure, IET-CR can reset the password for a mailbox for a nominal reconfiguration fee.

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Sample Messages - how to structure effectively

Leaving a voicemail message is like making a short public speech with a distinct objective. Here are some tips to help you convey the right message to your audience:

• Plan Your Message: Consider the points you want to make and jot down a few key words. Limit the points to one or two per message.
• Get to the Point: A stream of consciousness approach doesn't work. Begin with a purpose. "The reason I am calling is..."
• Be Brief: The Octel voicemail system will allow users to leave a three-four minute message (depending on which plan you select) but a voicemail message that is more than one minute is TOO LONG. Try to respect people's time and aim for a 15-30 second message.
• Speak Slowly: The listener needs time to process information and write it down. Be sure to pause as you say your telephone number. "My number is 530 (pause) 752 (pause) 5612."
• Enunciate Clearly: The telephone can distort high frequency sounds such as /f/ and /s/. Pronounce word endings and do not swallow syllables. This is especially important when giving your name.
• Put Vitality in Your Voice: A monotone voice lacks enthusiasm. Try to stand up or smile as you leave your message (standing to increase energy). People can hear a smile over the phone, really.
• Modulate Your Volume: A loud voice irritates the listener. A soft voice won't always be heard, and the listener may miss vital information or nod off. Stand or sit up straight and speak directly into the receiver. Do not cradle the phone in your neck or use a speakerphone.
• Modulate Your Tone: Avoid sarcasm and irritation if you want your call returned. Keep an even temper and state your request.
• Avoid Telephone Tag: Give the listener options. Tell them when you can best be reached to prevent frustration. "I will be out most of the afternoon and will return to my office at 4pm. Tomorrow I'll be at my desk in the morning."
• End with your phone number: Although you have already given your phone number, say it again and let it be the last thing the listener hears. This will give time to write it down.

(Octel User Reference Manual)