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Home My WebLink About(1996, 02/26) - F-19 - Amended - changed to F-19VOICE -MAIL GENERAL POLICY PURPOSE F -19 To guide the use of electronic voice -mail, to take advantage of cost savings and staff efficiencies, while preserving and enhancing service to the public. BACKGROUND As a service organization, the City is concerned with its public image and responsiveness to citizens and customers. The telephone is often the first, and sometimes the only contact residents have with the City. It is imperative that telephone inquiries be handled promptly and courteously. However, the City of Newport Beach, like other enterprises, has reduced the size of its work force and is striving to increase effectiveness. Since telephone calls can monopolize employees' time, efficiencies offered by voice -mail must be added as a tool for employees. Voice -mail has proven that it can free up time and increase service by eliminating "telephone tag ", busy signals and unanswered lines, and will provide speedier delivery of routine information. Unfortunately, the common perception of voice -mail is that it is impersonal, at best, and frustrating or infuriating, at its worst. Long interminable messages and unending loops leave customers begging for a "real person ". This policy sets forth the procedures and guidelines necessary to prevent such discourtesy. DEFINITIONS 1. Voice -Mail - An electronic system to receive, send, transfer or store telephone calls using individual "mail boxes" for each employee or department. 2. Enhanced Call Processing - A device to route calls to an individual mailbox for special purposes such as providing pre- recorded information or collecting specified information. 3. Call Sequencer - A device to queue incoming calls for the first available receptionist. 4. Automated Attendant- A device which answers calls with a greeting and a menu of choices. 9 F -19 GUIDELINES Use of the voice -mail system by City employees shall be governed by the following guidelines: 1. City employees shall answer all incoming calls during regular business hours. 2. City employees shall accept telephone calls promptly. 3. City employees shall retrieve voice -mail messages frequently and promptly. 4. A caller shall not be transferred to a voice -mail box without specific consent. 5. All callers using the voice -mail devices shall have the option of transferring to a live operator at any time during regular business hours. EXCEPTIONS TO THE GUIDELINES In limited circumstances, minor exceptions will be tolerated as follows: Guideline #1 Whenever possible, callers to the City will be greeted by a human voice except when the caller knowingly uses an enhanced processing device (such as an information line) or when a call sequencer is in use during busy periods. Call sequencers shall eventually be answered by an employee. Automated attendants and all other exceptions to this guideline shall only be installed as specifically approved by the City Manager. Guideline #2 Employees shall attempt to respond to calls as they arrive and shall not use voice -mail to "hide" from callers. However, as is often the case, employees who are otherwise engaged in meetings or priority work, can elect to return a call at the next, most convenient time. Guideline #3 Employees shall make every attempt to listen to their voice -mail messages often throughout the work day. Remote retrieval is also possible and should be used as appropriate. Exceptions will be provided when an employee is traveling or on leave, at • which time the voice -mail message shall state the date of return of the employee. 04 F -19 Guideline #4 Receptionists answering general City phone lines shall not automatically transfer callers to an individual's voice -mail box without the caller's consent. No individual employee telephone extensions shall automatically be forwarded to an individual's mail box, except as provided for under Guideline #3, above. Callers for an unavailable employee shall be asked if they want to leave a message with the person answering the call or if they want to be connected to that employee's voice -mail message box. Callers asking for specific information available on enhanced call processing shall be asked if they want to be transferred. Callers to the Newport Beach Central Library may be routed directly to an automated attendant when call volumes are heavy. Callers shall have the option to transfer out of the voice -mail system to a "live person" at any time. IMPLEMENTATION AND OPERATION Overall control and administration of the system is the responsibility of the Telecommunications Division of the Administrative Services Department. The Telecommunications Division shall assist each department with the design and installation of their individual programs, consistent with the following: 1. Each department shall develop an implementation plan, including assignment of mail boxes, call routing and sequencing, message scripting and employee training for review and approval by the Telecommunications Division. Plans shall be phased in during a test period of at least one month. 2. All messages on any voice -mail device shall be scripted consistent with attached examples. Whenever possible, messages will be recorded by a selected narrator with special voice skills. 3. Notice shall be given to the general public and to specific user groups regarding the advent of voice -mail. 4. All employees shall receive both initial and on -going training in the use of voice - mail. 5. The Telecommunications Division shall produce periodic management and usage I* reports on the use of the system, including a summary of any complaints or problems. 3 F -19 6. Additions, deletions and changes to the system must be requested by department • directors or their designee and approved by the Telecommunications Division. However, individual mail box messages may be altered in accord with the attached examples. 7. The voice mail system is the property of the City and is to be used only for City business. As such, all voice mail is subject to monitoring and discovery. Refer to Attachment -- Examples) Adopted - April 25,1994 Amended - February 26, 1996 Formerly M -7 4 F -19 Attachment City of Newport Beach Voice Processing Policies & Procedures ACCEPTABLE EXAMPLES OF VOICE MAILBOX GREETINGS 1. For in -house office personnel to be used as a standard greeting: Hello, this is John Doe. Today is Thursday, July 2nd. I'm in the office but away from my desk right now, and will be in meetings after 2 o'clock. At the tone, please leave a detailed message any your phone number, and I'll return your call as soon as possible, If you need to speak to someone immediately, please press'O'. Thank you." A shorter version for the same may be "Hello, this is John Doe. I am currently away from my desk or on the phone. Please leave your name, number and a detailed message, and I will get back to you as quickly as possible. If you need to speak with someone immediately, please press 'O'. Thank you." 2. For field personnel or those frequently out of their office: Hello, this is John Doe. I am currently out in the field (out of my office) right now. I will be chwecking for messages regularly, and I would appreciate it if you would leave your name, number and a detailed message so I can get back to you as quickly as possible. If you need to speak to someone immediately, please press'O'. Thank you" 3. For personnel on vacation: Hello, this is John Doe and I will be on vacation from August 1st through August 15th. I will not be checking my messages until I return. For immediate assistance, please press '0. Thank you." Amended - February 26,1996 Formerly M -7 5