Voice Mail Training for State Employees

1
Voice Mail Training for State Employees

• Presented by
• Stacy Knickerbocker
• Telecommunications Specialist
• DOA/ITSD/NTSB
• 444-4127
• sknickerbocker_at_mt.gov

2
Overview

• Benefits of voice mail
• How to use the voice mail system
• Features of the voice mail system
• Call forwarding to voice mail

3
Benefits of Voice Mail

• Frees the receptionist from the time consuming
  chore of taking detailed messages
• Voice mail allows callers to leave detailed
  messages
• Callers can leave messages 24 hours a day, and
  users can retrieve the messages 24 hours a day
• Family members can leave messages, allowing the
  user to call back at their convenience
• Provides confidentiality for all messages

4
How to Use the Voice Mail

• Log On
• Change Password
• Record a Greeting
• Personal Verification
• Retrieve Messages

5
Logging into Voice Mail

• Dial 6144
• Call Pilot will prompt you with, Call Pilot,
  mailbox? Enter your 4 digit extension number,
  followed by sign
• Password? If you are a first time user, you
  will enter 86 your 4 digit extension number,
  followed by sign
• To log in remotely from a local number, dial
  771-6144
• To log in remotely from outside of Great Falls,
  dial 406-771-6144

6
Changing Password

• For security reasons, it is important to change
  your password. If you dont change your
  password, someone can easily hack into your
  mailbox.
• First time user will be required to change their
  password. The system will not allow you to use
  your extension number or continuous numbers (such
  as 12345).
• The new password must be at least 5 digits.
• Password will only need to be changed once.

7
Changing Password

• Log on to Call Pilot
• Enter 8 4
• Enter current password, followed by sign
• Enter new password followed by sign (must be
  at least 5 digits)
• Enter new password again followed by sign
• System will confirm that password has been changed

8
Changing Password

• Do not attempt to log into voice mail if you do
  not know your password.
• Entering the incorrect password numerous times
  will disable the mailbox and it will need to be
  reset by the voice mail administrator.

9
Recording a Greeting

• ALWAYS give the option of pressing 0 when you
  record your greeting. This gets the caller to a
  live person (usually a main answering station or
  receptionist in your area).
• We suggest that you change the personal greeting
  every morning. This lets the caller know the
  hours you will be in the office, or if you are
  out sick, on vacation, in training, etc.

10
Recording a Greeting

• Log on to Call Pilot
• Enter 8 2
• Press 1 for External Greeting (this will default
  for your Internal Greeting)
• To Record, press 5, record your greeting (give
  the option of pressing 0 for a live person),
  when done recording, press
• Press 2 to listen to your greeting
• If you need to change it, press 7 6 to delete,
  then 5 to re-record, to stop

11
Personal Verification

• Personal Verification is what people hear when
  you leave a message for someone on the Call Pilot
  System.
• This is important to change if you are
  inheriting a voicemail box, so the recipient of
  your message hears your name and extension number
  and not the previous employee.

12
Personal Verification

• Log on to Call Pilot
• Enter 8 2
• Press 9 for Personal Verification
• Press 5, speak your name and extension number,
  followed by the sign
• The system will play the Personal Verification to
  verify it is what you want recorded

13
Retrieving Messages

• Log on to Call Pilot
• Listen for mailbox information (You have no new
  messages, You have new messages, Your
  mailbox is empty)
• To listen to a new message, press 2
• To skip back within the message, press 1
• To skip forward within the message, press 3

14
Retrieving Messages

• To listen to your next message, press 6
• To listen to a previous message, press 4
• By using these two options, you can listen to the
  personal verification, day, and time the message
  was left. If you receive a message from outside
  the state network, you will hear the phone number
  of the person leaving the message (as long as it
  is not a blocked number).

15
Deleting a Message

• Once you get the information from the message, we
  ask that you delete it as soon as possible. Your
  storage limit on the system is 3 minutes.
• If the mailbox limit reaches 3 minutes, at the
  beginning of your voice mail session you will
  hear Your voice mailbox is full, to delete a
  message. This message does not interfere with
  receiving new messages
• The mailbox will continue to collect messages
  indefinitely.
• After the 3 minute limit there are certain
  options that become unavailable - such as
  forwarding a message or creating a message.

16
Deleting a Message

• To delete a message, press 7 6 either before,
  during or after the message.
• If you press 7 6 to delete and log out of the
  voice mail or hang up the phone, the message is
  deleted and CAN NOT be retrieved.
• If you are still in the Call Pilot session, you
  can restore the deleted message by pressing 4 to
  go back to that message and 7 6 to restore the
  message

17
Information on Stored Messages

• Messages that you have listened to are
  automatically deleted from your mailbox after 7
  days. If you travel or work from home, be sure
  to write down the information from the message.
• Messages NOT accessed (listened to) are stored
  indefinitely. The message is only deleted after
  7 days once it has been listened to.
• Keep stored messages to a minimum. Mailboxes
  using more than the allotted 3 minutes of storage
  will be charged.

18
Logging Out of Voice Mail

• When you have completed your Call Pilot Session,
  we ask that you press 8 3 to log out of Call
  Pilot
• When 8 3 is pressed, this automatically logs you
  out of the Call Pilot, allowing others quicker
  access to the system.

19
Features of Voice Mail

• Forwarding a Message
• Call Sender 9
• Express Messaging
• Creating Messages
• Tag Messages
• Name Dialing 11

20
Forwarding a Message

• This features allows you to forward a message to
  one or more Call Pilot users.
• Either during the message or at the end of the
  message, press 7 3
• Enter the 4 digit extension number you are
  forwarding to, followed by sign, follow each
  extension number with a pound sign.
• When you get to the end of the list, press sign
  again to signify you have completed the list.
• To send, press 7 9
• Or to record your own message to be heard before
  the attached message, press 5, record message,
  followed by sign, then press 7 9 to send

21
Call Sender 9

• If a message is received from someone that can be
  reached with a 4 digit extension number, press 9
  and the system will dial the extension. This
  eliminates the need to log out of Call Pilot to
  respond to the message.

22
Express Messaging

• This feature is used if you would like to leave a
  message directly in someones mailbox, bypassing
  the standard greeting.
• Dial 6132
• Enter the 4 digit extension number, followed by
  sign (you will hear the personal verification of
  the person you are trying to reach)
• Leave message as you would normally
• To use express messaging from outside the state
  network, dial 771-6132

23
Creating a Message

• This feature is used to leave the same message
  for more than one person.
• Log on to Call Pilot
• Press 7 5, enter the 4 digit extension number(s).
  Follow each extension number with the sign.
  When you get to the end of the list press sign
  again to signify you have completed the list.

24
Creating a Message (continued)

• Press 5 to record a message, followed by the
  sign.
• To listen to your message before sending it,
  press 2
• If you would like to change it, press 7 6, 5 to
  re-record, to stop recording.
• Press 7 9 to send it

25
Tag Messages

• This feature is used when leaving a message for
  someone on the Call Pilot system.
• Leave the message as you normally would, press
  to stop recording, then choose one of the
  following
• 701 for Urgent (An urgent message is announced
  when the recipient logs into voice mail)
• 704 for Private (The recipient of the message can
  not forward the message on)
• 705 for Acknowledgement (You will receive
  notification when the recipient has listened to
  your message)

26
Name Dialing 11

• To look for a specific persons voice mailbox
  and leave them a message using the Call Pilot
  System.
• Dial 6132
• Press 11, using the keypad on the phone, spell
  the last name, followed by the first name.
• You will hear an acknowledgement when the name
  has been found, followed by the personal
  verification of the person you are trying to
  reach.
• You can leave a message for that person

27
Name Dialing 11

• With Name Dialing 11, a person must have a voice
  mailbox on the Call Pilot system to be found.
• Persons with a common last name (Jones, Smith,
  Johnson) may not be found unless they have an
  unusual first name.
• Name Dialing 11 is available remotely by dialing
  771-6132.

28
Message Waiting Indicator

• Once voice mail is installed on your phone, it
  will ring four times before Call Pilot will
  answer.

• If you have an older style single line phone, you
  will hear an interrupted dial tone letting you
  know there are messages waiting.

29
Message Waiting Indicatoron single line phones

• The other types of single line phones have a red
  light that will come on when you have new
  messages.
• If you are receiving an interrupted dial tone,
  instead of the red light, please contact our
  office to have the message waiting light
  activated.

30
Message Waiting Indicator on digital phones

• Multi-line phones (or digital phones) have a red
  light in the upper right hand corner that will
  come on when there are new messages waiting.
• Some of these phones may also have a message
  key and an arrow next to that key will blink when
  there are new messages. This is also a short cut
  key and when pressed will dial 6144.

31
Forwarding to Voice Mail

• We recommend you forward your phone to voice mail
  if you are going to be away from your desk for
  any length of time or do not want to be
  disturbed.
• By forwarding to voice mail, your phone will not
  ring and the caller will hear one ring and your
  personal greeting.

32
Forwarding Calls to Voice Mailon a single line
phone

• To forward your phone to voice mail from a single
  line phone, pick up the handset, press 1, then
  dial 6144.
• To remove call forward, pick up the handset,
  press 1, and then replace the handset.

33
Forwarding Calls to Voice Mail on a digital phone

• To forward calls to voice mail on a digital
  phone, while leaving the handset in the cradle,
  press the forward key, dial 1888, and press the
  forward key again. The arrow next to the key
  will be solid.
• To remove the call forward, press the forward
  key once and the arrow will go away.

34
Voice Mail Installation (timeline)

• Once you have completed the voice mail training
  quiz at the end of this presentation, voice mail
  will be installed on your phone or the password
  reset, within 2 business days.
• You will receive an email confirming your voice
  mail is ready for use.

35
Finally

• Once voice mail is installed or the password
  reset,
• please be sure to do the following
• Change the password
• Record a greeting
• Record a personal verification

36
Thank You

• The following printed materials are available
  upon request
• Voice Mail Shortcuts brochure
• Personal Greeting Suggestions
• Voice Messaging User Guide
• If you have any questions, please contact me,
  Stacy Knickerbocker, at sknickerbocker_at_mt.gov or
  by phone at 444-4127

37
Please take this Quiz

• Please click on this link to take the quiz.
• http//itsd.mt.gov/voicemail/exam.asp
• Once you pass the quiz, an email will be sent to
  me. I will activate your voice mail within 2
  business days of completion of the training.
• Thank you, Stacy