User's Guide To Outbound Telenotification
Chapter 9: Retrieving Messages
Overview
This chapter discusses the processes and procedures for retrieving your messages. There are two ways that you can access the messages your potential customers have left for you. You will learn the details for:
• Retrieving through Boxwatch
Terms
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Local Phone |
The phone that you connected to your computer. It is this phone that you use to record your system speeches. Also, attendants use this phone to talk to respondents. |
The first way to retrieve messages is through the System Editor for Outbound Telenotification. When you open any Question Header, a section labeled "Left Messages" lists the dates, times, and phone numbers of your messages.
Figure 139--The Left Messages section of the Question Header
An [A] will be at the beginning of each message, and just means that it was an Answered call. The word "Old" or "New" will appear next to each message as well. This indicates whether you have already listened to a message or not. An "Old" message is one that you have already received, listened to, and saved. A "New" message is one you have not listened to yet. Simply select and play the messages you wish to hear, then move on to the next Question Header. You have to open each Question Header to check for messages. A step-by-step discussion follows:
• First, enter your System Editor by opening Business Manager, selecting the "Applications!" menu, and selecting "Outbound Telenotification*." When your application comes up, open the "File" menu and select "Tree."
• When you are in your system tree, double click on a Question Header to open it up. If there are no messages left for that message, the "Left Messages" box will be empty.
• If respondents have left you any messages, or if you have Old messages that you have saved, the program will list them, as in the example below:
Figure 140--A list of left messages.
• Select a message to listen to by clicking on it. A blue bar will appear around the information, indicating that you have selected the message. Then click on the "Play" button. A message box will appear to tell you that the computer is "Waiting for Local Line to become Available."
• When the computer has ascertained that the phone lines are clear and it has hooked up, then the "Play Message" box will open.
Figure 141--Play message box
• Click on the "Play" button and pick up your phone’s handset. After a tone sounds, the message will play. To stop the message at any point while you are listening, click on the "Stop" button. To hear the message again, click "Replay."
• When you finish retrieving the message, click "Close."
• If you want to save the message, just leave it in the box. Next time you open that box, the program will designate it "Old."
• If you want to remove messages from the Left Messages box, make sure you have all the information from it that you need. Once you delete a message, there is no way to "Undelete" it. Select the message you want to delete, then click the "Delete" button. The message will now appear in the box with "DEL" in front of it.
Figure 142--Deleting a message
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Do not Delete messages until you have made certain that you do not need them anymore. Once you delete a message you cannot Cancel or Undelete the command. It is gone, wiped out, past tense! It is an ex-message! |
• When you have retrieved all your messages, and deleted the ones you do not wish to save, click "OK." This will tell the computer to go ahead and delete the messages. If you re-open the box you will see that all the messages that you deleted are now gone. • Continue this way, checking every Question Header for left messages. |
Another way to collect messages is to use the Boxwatch program. Open the program and set it up to watch your Question Headers by entering their ID numbers. Then leave it running. When a given box receives a message, Boxwatch can notify you with an audio alert, or, if you turn off that control, it simply stores the messages with a flagged button and you can access them easily when you check in. "Chapter 10: Using the Boxwatch Program" in the User’s Guide to Business Manager describes the Boxwatch program in detail.
In this chapter, you’ve learned about retrieving messages. In the next chapter, you’ll learn about printing reports.