Voicemail guidelines

IP Voicemail service

• Clearly identify yourself or the service being provided to callers at your extension.
• Accurately reflect your present circumstances. Don't advise callers that you'll respond to their message within 24 hours if you are away on leave for three weeks. Changing your greeting is a simple procedure facilitating frequent change to reflect your changing circumstances.
• Encourage the caller to leave a detailed message rather than simply asking you to return their call. The information content of messages has a great impact on the value of Voicemail.
• Indicate when you will respond to messages left.
• Where possible and appropriate give callers options in addition to leaving messages.
• Messages left via Voicemail should be brief but informative. You should clearly identify yourself and indicate what action you expect the recipient to take. If appropriate, indicate a convenient time for you to receive a call in response.
• Ensure that you listen to and respond to messages promptly. If you are not able to provide a complete response promptly, advise the caller of what action you are taking and when they can expect a completed response.

Answering calls

Incoming calls should be answered directly whenever practical, rather than letting them drop through to Voicemail. Where it is critical that you are not disturbed by incoming calls your extension should be directly diverted to Voicemail for the period (CFwdALL 27027). At the same time your personal greeting should be changed to reflect the situation.