Visio-VoicemailFlowDiagram

Visio-VoicemailFlowDiagram - Florida International...

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Florida International University memo To: All IT Service Desk Service Analysts From: Sean Bossinger CC: Daniel Roberts Date: September 13, 2010 Re: Process changes in handling of Voicemail calls As you all are aware (or at least should be by now), the university is transitioning to a Microsoft-driven voicemail solution for Faculty and Staff. As of September 12, 2010, all voicemail users will now be receiving voicemail in their Microsoft voicemail box. In order to effectively and efficiently support this change, Voice Services has asked us to change how we handle calls regarding Voicemail. Those changes are effective immediately, follow generally the attached Visio diagram, require your immediate attention, and are as follows: 1. All Voicemail calls received starting Monday, September 13, 2010 must be documented using a template in our Remedy IT Service Management System. There are four templates available for your use, corresponding to the four types of calls we are anticipating receiving. These templates are: a. Template 1 – Exchange Voicemail System Default PIN Delivery – Initial Request i. This template will be used when users call who are trying to access their voicemail box for the first time and don’t know what the PIN is (even though we provided it through their voicemail box numerous times). ii. In essence, you are to counsel the user about the default PIN (72010), and to check out all the information available at uts.fiu.edu/voicemail. All information regarding the voicemail system is
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Visio-VoicemailFlowDiagram - Florida International...

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