BEST PRACTICE GUIDELINES – USE OF VOICEMAIL
Voicemail and answerphones are useful tools in situations where an office is
not continuously staffed, and their use is sensible where it will assist in
providing a better service to customers and colleagues.
However, voicemail can cause problems if t is not set up correctly, or checked
regularly. These best practice guidelines are intended to ensure that
voicemail/answerphone is used effectively, does not present a poor image of
the Council, or cause problems for customers and other staff.
When to use voicemail
Ideally, where an officer is not able to answer their telephone, it should be
answered by another person, either by arranging for the phone to be
answered directly or for it to be diverted to another number. Voicemail should
only be used wherever it is not possible to have the call transferred to another
member of staff. Under no circumstances should a phone be left ringing if the
office is unattended during working hours. This applies whether or not the
number is called regularly by the public, or whether it is a number called
primarily by colleagues.
How to use voicemail
Where an office is periodically unattended for short periods or the same
person has to deal with customers and answer the phone (dealing with a
customer face to face takes priority), the phone should be set up to ring first
then transfer to voicemail by keying *145000 (diverts the caller to voicemail on
no answer) on the handset.
Where an officer is on leave or absent due to sickness, all their calls should
be diverted to another extension or to voicemail by keying *25000 on the
handset. This arrangement should be cancelled as soon as the officer returns
to work.
When an officer is away from the office for any reason for a period of time
then arrangements must be made for any voicemail to be checked regularly,
at least daily, and messages should be dealt with promptly.
For more advice on setting up voicemail contact the Bradford-ICT service
desk on 1234.
Dec 2005
Next Review: Dec 2006
Voicemail Greetings
A personalised voicemail greeting must be recorded, and must be kept up to
date. The message should contain the following components, depending on
the circumstances:
Thank you for calling Bradford Council
This is the voicemail for team/service or individual name
Whether or not the caller should leave a message
What the message should contain
When the caller can expect to be called back
If no message is to be left, or if necessary, who else the caller can
contact if the matter is urgent
Remember that voicemail/answerphone should be used as a last resort and
under no circumstances should voicemail be left on when staff are available in
the office to answer calls.
Please also see the instructions on Bradweb re voicemail set-up instructions
at:
http://bradweb.bradford.gov.uk/phones_direct.htm - then click on New
Voicemail Instruction on the left hand menu