Main > SCA Proc > Contact Advisor Instructions > Voicemail Instructions

Tips on Using the Voicemail system:

  • Press * * U to undelete last deleted message.
  • Press 5 to replay the last few seconds.
  • Press 6 to advance a few seconds.

Step by step instructions for picking up calls and loading them into FP (updated 3.13.09)

  • Log into Assist and Footprints
  • Have time zone web site open or printed out: http://www.bennetyee.org/ucsd-pages/area.html
  • Open a QUICK ISSUE in FP – use CHOOSING (inbox 147) or USING (inbox 158)
  • Call VM 877 – 845 – 1490
  • then PRESS 5 to enter the voice mail system
  • then PRESS the inbox number 147# [Choosing inbox] or 158# [Using inbox]
  • then PRESS 2468# [password]
  • then PRESS 2 to pick up calls
  • Press 0 to listen to new calls
  • If you need to listen to info again, PRESS 2 to listen to the header, or 3 to rewind the message
  • Try NOT to hang up, unless you have just completed picking up a call, as the call you are on will go to the end of the queue
  • VOICE MAIL CONTACT INFO SECTION
    • Type caller ID number [ignore the first 2 digits [91]
    • Type time call received on appropriate line
  • CUSTOMER INFORMATION SECTION
    • Copy/paste tel. number into PRIMARY PHONE NUMBER box
    • Click SELECT CUSTOMER.
      • If customer telephone # is in FP database, it will pre-fill the customer info fields
      • Sometimes there may be several entries returned. If so, click on the one that has a valid email address. If multiple email addresses – choose the bottom one.
    • In Assist – confirm SCC (NEW – for every ticket) info and/or gather any additional customer information
    • Be sure to fill in ALTERNATE NUMBER [cell # if given] TIME ZONE , PURCHASED FROM SONLIGHT yes or no, ACCOUNT NUMBER, EMAIL ADDRESS
    • If there is an SCC on the account in Assist, enter that last name in the SCC field. If no SCC, type SCA in the field
    • Be sure to check box CREATE CUSTOMER to confirm the info is stored in the data base. If yes, just close the pop-up.
    • Be sure to click on UPDATE CUSTOMER once you’ve confirmed the customer is in the data base if you have updated any info
    • Fastest procedure will be to type caller id, select customer, and at least check assist before starting to listen to the customer’s message – then you can update the customer info section as they describe their question
  • NOTES SECTION
    • type a brief description of the customers’ questions/issues
  • Change STATUS to SCA VM PENDING
  • PRESS *3 to delete call from VM, and repeat steps above.
  • Be sure to press 2 when you are done loading all new calls to verify there are no old calls saved in the system

Be sure to check both inboxes – 147 and 158.