Voice mail can be a powerful and productive communication tool for the IU Southeast community when it is implemented and used correctly. To help ensure the highest quality service there are several standards that must be followed. These policies are outlined below:
Voice mail is intended as an enhanced service to our callers. Consequently, voice mail 'trees' and messages must be designed with the convenience of the caller as top priority. Voice mail must not be used to screen calls.
Offices with 'tree' menus (Registrar, Admissions, Division offices, etc.) must provide an escape to a staff member for callers who do not wish to route through the voice mail 'tree'. Between the hours of 8 and 5 on normal business days, a staff member should answer the phone if at all possible.
Each division or office has an individual designated as the lead counselor for their area. Lead counselors are responsible for training and consulting with members of their departments.
The campus will have a dial by name/department directory of users on the voice mail system. Callers needing to reach an individual may do so by using this directory. Users will be included in this directory as they are trained by the lead counselor and necessary information is forwarded to Telephone Services.
Departments which automatically route calls through their tree structure to another office on campus must consult with that office beforehand. The recipient of the calls should have input into the message that routes the calls.
For assistance with the voice mail system, the first level of support is the lead counselor. If he or she is unavailable, call Helpdesk 941-2447.
Integrated Technology will review voice mail 'trees' with campus offices to identify and remedy any problems.
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