Main > SCA Proc > Contact Advisor Instructions > What to do if the Voice Mail system fails?

If you attempt to pick up calls and there are none, but you believe there should be calls (based on current call volume)... (updated 3.13.09)

  1. Call into the system yourself (as a client would) and attempt to leave a message. Then attempt to pick up the message. If it doesn't work, then proceed to step 2.
  2. Contact SCA Team Lead [or Champion if Team Lead is off that day] to have this issue entered into the help desk. If SCA Team Lead is not immediately available, proceed to next step.
  3. Call Eldina (ext 110). If she doesn't answer, you can leave a voice message, but proceed to step 4. Continue with each step until you SPEAK to someone!
  4. Call CR team members: ext 101, ext 102. Keep going until you get a live person
  5. Next try the operator (ext 100). Make sure she understands this is high priority and must be handled in person to someone who is available.

If the voice mail system breaks down after hours...

  1. Send a priority email to the SCA Team Lead, then begin the above procedure when SL's office opens.

Interrupted when picking up a call?

There is a glitch in the voicemail system that at this time cannot be repaired. If you have to hang up at some point while picking up calls, the call you are in will automatically move to the end of the queue. So, before you hang up be sure you have picked up (but not deleted) the call you are in. To get to the saved messages you have to dial back in when the system has zero messages in it. Sometimes that requires multiple times of calling in.