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Service shall be implemented only in accordance with the "operating guidelines" established by the Cabinet, as outlined below. Service will not be installed until the "Voice Processing Order Form", which includes billing and system design information, has been reviewed and approved by the authorized signer of the ordering unit and written approval of the appropriate Cabinet Officer has been obtained.
Operating Guidlines
Voice processing is a communications tool to better service the volume of incoming calls an office or individual receives each day. It allows for the deposit, retrieval and processing of messages 24 hours a day, seven days a week from anywhere in the world. Used properly, it can be of benefit to both the party calling and those receiving the calls. It should be installed only if it can improve service to our customers. It may not be used as a buffer to shelter operations from faculty, staff, student or parent inquiries. The following serves as a guide when implementing voice processing and lists the policies which are to be adhered to in its application and use.
Department / Office Applications
Voice processing is most beneficial for departments that receive repetitive requests for standard information, such as hours of operation, directions, requests for brochures/catalogues or applications, etc. By developing and providing a prerecorded menu of information mail boxes, staff can be freed of the time and interruptions caused by these types of calls. This application, along with any others available, must
be designed to allow the caller the option of speaking with someone in the department during regular business hours, should the caller require personalized service. Only if all available employees are on the phone and the caller does not want to wait in a calling queue should he or she have to leave a message in a voice mail box. The caller should be assured in the voice prompt that the message will be reviewed and a response provided.
Each department or area requesting service must designate a system coordinator. The system coordinator must attend the information and training sessions provided by the Telecommunications Department. The systems coordinator must be the lead contact person in the development
of voice processing applications and work with Telecommunications during
all phases of implementation and installation.
After installation, the effectiveness of the voice processing system should be evaluated on a regular basis. The system coordinator will be responsible for updates and changes to menus and information boxes.
Individual Applications
Voice mail boxes allow individuals who are away from their offices or on the phone frequently to capture incoming call information. Again, the motive in support of installing this service is to improve responsiveness to callers. This can be achieved by following these principles:
Personalize your greetings and change them frequently. When away from campus for an extended period and unable to check for messages, forward your line to a central reception number.
Design the mailbox to provide callers with a "Press 0" option to reach someone, or, as a part of your greeting, give the name and extension of someone else who can help.
Don't hide behind voice mail; check for messages on a regular basis and reply promptly.
Encourage callers to leave detailed messages. Voice mail does little good when callers just leave their name and phone number. Encourage them to ask questions so you can reply with answers. Get them to leave one-way information so you both don't have to play phone tag for a simple message.
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