What is a departmental voicemail and how does it work?
How It Works
After Greeting Action
- The department may want callers to be able to leave a message
- The department may want to be able to have a message played and the end of an unanswered call to the department (i.e. "Sorry we were unable to take your call...")
- The department may want to be able to play different messages at the end of an unanswered calls depending on the date and time to cover situations such as calls coming in
- Caller dials the department's main telephone number
- The call goes unanswered. This can happen for various reasons such as all of the department's employees were on calls or were not available due to a holiday.
- The calls is forwarded to the department's Unity voicemail account and the appropriate greeting is played (see "Greetings" section below)
- At this point, what happens next depends on how the account is configured and is up to the department (see "After Greeting Actions" section)... the caller might be allowed to record a voicemail, the greeting might be set to repeat indefinitely, or Unity hangs up and disconnects the call
- If the caller was allowed to record a voicemail message, an email is sent to the department's email with an audio attachment containing the caller's message
- Standard Greeting - This greeting gets played during work hours but will also play during off hours or holidays if no Off Hours or Holiday greetings have been enabled.
- Off Hours Greeting - If enabled, this greeting gets played outside of the work hours that have been defined by the schedule associated with the department's Unity account. It will also play during holidays if no Holiday greeting has been enabled.
- Holiday Greeting - If enabled, this greeting gets played if the date and time match what has been defined as a holiday in the Unity system. Once the new year's holiday schedule is released, the Unity holiday schedule will be updated.
- Take Message - This action will allow the caller to leave a voicemail message to be accessed later by phone or email by a department employee. A related option can be enabled to play a default "Record your message after the Tone" prompt or, if the custom recording being used already contains this, the option can be disabled.
- Restart Greeting - This action will play the greeting again without giving the caller the option to leave a voicemail message. The greeting will replay indefinitely until the caller hangs up. If utilizing this option, we recommend leaving a small amount of silence at the end of a custom greeting so that there is a short period of silence before the greeting is replayed.
- Hang Up - This action will hang up the call once the greeting is finished playing without giving the caller the option to leave a voicemail.