Logging Voicemail Messages

Treat voicemail just like phone calls.

  • If the caller hasn’t given all the information we need (See Answering Calls for the info needed), call back and ask for it.
  • If the caller has provided us with enough information, find the solution (See Troubleshooting) and call them back with the answer
  • If you still can’t find a solution, even though you have all the info needed, log all the information into RT.

To retreive messages from the voicemail system:

  1. On RT, select the ticket that contains the voicemail.
  2. Under ‘attachments’, click the wav file to open the voicemail and listen to it.
  3. Write down the details of the message as a comment in the  ticket

Now, if you don’t know how to answer the call, check this volunteer manual and VCN Help Pages or ask another volunteer, to find a resolution. Once you’ve found the answer, follow the steps in Returning Calls to call the user back.

If you can’t find an answer to the call, follow the steps for Entering a RT request to put the call into RT.

Important Reminder:

  • Ask the on duty System Administrator or another volunteer for the login ID and password if you don’t know it yet.
  • Please do make sure to actually delete a message once you dealt with the call or written it down. It helps streamline the work for other volunteers.