Shoretel Phone System - Retrieving Voice Mail

Session Description
Carollyn Paolini
9/29/09
Course Title: Shoretel Phone System
Session: Retrieving Voice Mail

Session Objectives:
• Access Voice Mail window (show shortcuts)
• Specify Playback options
• Determine Response Options
• Reply via Voice Mail to original
• Forward Voice Mail to another party
• Contact Sender
• Create New Voice Mail message

Structure/Procedures:
Scenario set up: Coffee cup (icon on desk) “You stepped away for a much needed refill on your coffee. You realize that while you were at the Flavia machine, you missed a call.”
Captivate Video walks through these steps:
Voice Mail Messages
Playback
1. Click reel-to-reel icon
2. Check playback preferences (either play back using phone or PC speakers)
3. Double click on the voice mail entry to play back
Forward
1. Click Forward button
2. Enter To field
3. Record Message (opt)
4. Send
Reply (sends message directly to the voice mail box)
1. Click Reply
2. Record
3. Send
Contact Sender
1. Click Contact Sender
2. Select phone number to call back

Create New Voice Mail Message (will bypass the person’s extension and go directly to their voice mail box)
1. Click Shoretel Icon
2. Select Windows| Voicemail
3. Click New Message
4. Enter Subject
5. Click red button to record
6. Click Send

Learning Activities: After watching the process via the Captivate video, participants will have the opportunity to practice replying, creating new messages, forwarding and calling original caller back.

Deliverables: Participants are tasked with creating a new voice mail message and sending to the instructor’s voice mail box. We want the participant to demonstrate their ability to use the voice mail functions (vs. their understanding of the process).

Assessment: The assessment for this particular class is wrapped up in the end-of-course quiz.

Resources: Learners have access to the Job-aids (contained within the module) or the Quick Steps window.