Download - “ Savvy Setup ” How to set up a CVM mailbox
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“Savvy Setup”How to set up a CVM
mailbox
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The slides go by super fast.
Promise.
.
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After this lesson, you’ll:
• Set up new voice mails like a pro
• Leap tall buildings in a single bound
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Okay, maybe not that last one…
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But…
You will change someone’s life.
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Ready?
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This is Melodie.
She recently escaped domestic violence.
I need a lot of help.
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She needs a safe way to keep in touch with her lawyer…
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as well as a number to put on her housing application.
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You want to get hera CVM number, and show her how easy they are to use.
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However, Melodie isa tad ornery.
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If the set-up takes too long, she’ll get bored and leave.
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Your task is to
set up her CVM number
before she bails.
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Feel free to try both answers during the module. You can always click the back arrow
and try again.
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By the way, all these instructions are also in your Agency Quick Guide.
So don’t worry about memorizing.
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All set?
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There are three steps:
1. Choose a number 2. Reset it 3. Help the client personalize it
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The first step is choosing a number.
Let’s get one from the Client Log Book.
You DO have one of these, right? They’re important ;)
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This one looks like it hasn’t
been used in a while.
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Don’t forget to fill in Melodie’s info.
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Great work! Now what do you do next?
Click one: a) Reset the number?
b) Double check the monthly report?
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You reset the number, and then…
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← your coworker
Oh no! I forgot to write in the person I set up last month. I already gave someone that number.
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That means…
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You gave Melodie someone else’s CVM number!
Really?
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…and all of that person’s messages
got erased!
Try Again
My messages!?
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Phew! Good thing you checked the monthly report. That
number is actually being used by someone else.
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You look through the
report, and find one that isn’t in use…
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…and give Melodie that CVM number.
Easy.
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Now we go to Step 2, resetting the number.
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This is a perfect time to give
Melodie a wallet card…
and have her start thinking of a password.
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But why give her the wallet
card now? We do that right before they
set their password.
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Plus, clients follow along when we
reset. (We use speaker
phone, so the clients feel more involved.)
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I thought you might ask that.
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Speakerphone is a great way to get clients involved.
But, if you leave choosing a password until the end…
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Sometimes clients draw a blank.
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Or they feel rushed, because they have to
think of a password on the spot, while you’re
waiting for them.
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Then they might choose one that’s too easy (like 1234.)
Or pick a random number they won’t remember.
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But if you ask them to start thinking of
one while you’re busy resetting the
number…
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and they have a few minutes of quiet to
think...
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…they’re more likely to pick a good password that they’ll remember.
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It’s part of educational psychology
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But back to Melodie! That’s
my name.
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So you’ve asked her to think of a password, and had her write it on
her wallet card.
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Now let’s go over how to reset the mailbox.
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Remember, your phone is not on speaker yet.
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What are you thinking?
Click one:
b) “Okay, let’s reset this puppy!”
a) “Actually, we planned ahead and reset the mailbox after we exited the last client.”
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Yikes! You forgot about broadcast
messages.
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Melodie had to delete 15 messages the firsttime she checked hervoice mail.
Try Again
What the…?
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Good thing you reset the mailbox!
There were a ton of broadcast messages leftsince the last time itwas reset.
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You saved Melodie a lot of hassle.
And I do not like hassle.
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Wait! Weren’t we going to learn how to
reset a mailbox?
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Yes, indeed!
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First you call the reset number:
206.331.4117
Then you’ll hear some instructions.
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After you hear the instructions, do you…
Click one:
b) Realize this is a trick question and click on this answer after clicking on that first one just to see what happens.
a) Follow the instructions without using your Agency Quick Guide.
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Oh no! You followed the voice instructions, but it didn’t work.
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a2
The box wouldn’t reset no matter what you tried. Which meant…
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Melodie got tired ofwaiting and left!
Try Again
I get bored very easily.
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Good thing you checked the Agency Quick Guide…
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Apparently, you actually do the opposite of what the voice
instructions tell you.
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Huh?!
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No joke.
When the audio instructions say, “Enter your extension,” you instead enter the CVM number you’re resetting…
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…and when it tells you to enter the phone number, you enter
your agency extension.
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That’s
ridiculous
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Tell me about it.
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But that’s the way the system’s set
up.
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Luckily it’s just that one part. The rest is straightforward.
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Here’s a nifty rhyme:
My
cuteness will help
you remember.
Resetting a voice mail
Has one tiny hitch —Your agency code
And the box you must switch!
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But back to Melodie!
That’s me.
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So far you’ve:
• Gotten Melodie an unused number• Reset it using the wacky
instructions
Huzzah!!
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Now you’re ready for Step 3, setting up Melodie’s voicemail.
Is this going to take long? I have a bus
to catch.
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You can put the phone on speaker now.
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The rest of the set-up process will go much smoother if you
do the dialing for Melodie during this part.
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What are you thinking? Click one:
b) I don’t want it to be too complicated for Melodie. I’ll do the dialing for her, and hand her the phone when it’s time for her to record.
a) I disagree. Our agency believes clients need to take ownership and help themselves. We have them set it up on their own after they leave. It isn’t that hard.
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Melodie gave it a shot…
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But when she tried to set up her greeting, it was waaay confusing.
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No, really. Clients get confused during set-up all the time.
What do you mean it
didn’t record?
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Sometimes they don’t hear the instructions properly…
Or they hit the wrong button at the end and erase everything…
Or a million other things.
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We already know it’s not the world’s most intuitive system.
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So when she couldn’t get itto work, Melodiegave up…
This bites. Forget it.
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…and you never hear from her again.
Try Again
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You tell Melodie, “I’m going to help walk you through the set-up.”
Okay. Thanks.
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By the way, you’re almost finished!
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Start by dialing Melodie’s new CVM number, just like you were calling to leave her
a message.
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You hear a
strange greeting! What do you do?
Click one:
a) Yikes! You’ve gotten someone else’s voice mail. Quick, hang up!
b) Press *
You’ve reached
thevoice
mailbox for…
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Don’t worry. It’s not someone else’s voice mail.
When you reset the number, it went back to the automatic greeting. Try again and press *
Try Again
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Nice work. Pressing * interrupted the default greeting and got you into the set-up menu.
Huh. Who’d’ve thunk to press *…
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So you’ve called Melodie’s # and
hit *. Now you enter your default password.
It’s written on your Agency Quick Guide.
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To recap:
• Dial Melodie’s CVM number• Don’t freak out at the strange
greeting
• Hit *• Enter the default password
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This next part can be tricky…
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The prompt will say, “ To exit, press
*…”
I think I see where
this is going.
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Lots of people accidentally press
*, then have to start over.
Called it!
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Now it’s time to for Melodie to personalize her mailbox.
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Melodie has a bunch of choices when it comes
personalizing.
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The standard default greeting is plain and simple.
“You’ve reached the voice mailbox for 206.555.3456.”
![Page 96: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/96.jpg)
It is completely anonymous.
Some domestic violence survivors choose this
greeting because of this.
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The anonymous greeting is the first choice you will hear in the voice prompts.
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To select it, when you hear:
“You have no recorded name. To keep the recorded name,
press pound.”
…just hit pound.
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Melodie could also use the standard greeting,
and insert just her name…
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It would sound like this:
“You’ve reached the voice mailbox for Melodie Johnson.”
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Or she could record a personal greeting.
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If a client records a personal greeting, is there any point to them also recording their name?
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In fact, there is!
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When Melodie checks her
messages, it’ll say:
“Hi, Melodie Johnson. You have two new messages.”
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Otherwise, it’ll say:
“Hi, 206.555.3456. You have two new
messages.”
Which takes a lot longer…
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Melodie decides to record both her name and a personal greeting.
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After the prompt, you say…
Click one: a) “Okay, Melodie. Don’t say your greeting just yet. Remember, this first recording is only your name.”
b) Alright, Melodie. Go for it!”
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At the prompt, Melodie says just her name, and everything is a-okay.
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Whattup.
This is Melodie.
Leave a message at
the beep.
![Page 110: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/110.jpg)
Later, when Melodie goes to check her messages…
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…this happens: Hi, ‘Whattup, this is Melodie. Leave a message at the beep.’ You have 2 new messages…
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The system thinks that whole long greeting is Melodie’s name.
She’ll hear it every time she checks her CVM number.
Try Again
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Now it’s time for Melodie to record a greeting.
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I’m blanking. I have no
idea what to say.
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You tell her:
Click one:
a) “Let’s look at the sample greeting sheet.”
b) “No worries; just say anything.”
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Great.Thanks.
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Hi, this is Melodie. I can’t come to the phone right now. Please leave me a message.
![Page 118: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/118.jpg)
Gah, I can’t take the pressure. I’m outro!
Try Again
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Great work!
But it’s not fully set up until she creates a password.
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If Melodie doesn’t set up her new password and confirm it…
she’ll have to reconfirmher name & greetingevery time she checksher messages.
And I would
not like that.
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Remember, Melodie should have already chosen a password and written it on her wallet card.
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Now Melodie has:
• Recorded her greeting• Set up her password
Time to take this voice mail outfor a spin!
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Call Melodie’s number and leave her a practice message.
“Hi, Melodie.
Welcome to Community
Voice Mail.”
![Page 124: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/124.jpg)
Just a few more steps! You’re almost done.
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It’s time to:
Click one:
a) Have Melodie practice retrieving the message herself.
b) Show Melodie how to retrieve it.
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That sounds like it should be the correct answer, but research on learning theory actually says
otherwise…
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In fact, it’s better to show someone how to do something, then have them practice on their own.
(Neato, huh?)
Try Again
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You say, “I’m going to walk you through checking your messages. Then I’ll have you practice checking on your own before you go.”
Cool. Thanks.
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Be sure to give Melodie the Client Quick Guide, so she
can follow along.
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She doesn’t have to carry the Client Guide around with her,
though.
The instructions are also on the front of her wallet card.
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Go through all the steps, just like you were Melodie checking her voice mail.
Say each step out loud as you do it.
![Page 132: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/132.jpg)
The first confusing part might come when you dial Melodie’s CVM number…
![Page 133: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/133.jpg)
and you hear Melodie’sgreeting.
Oh no! It didn’t work!
![Page 134: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/134.jpg)
Don’t worry. It did work.
Just hit *
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Huh?!
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Tell her:
“Yup, you have to interrupt yourself. As soon as your greeting starts, press the * key.”
Ahh, now I get it.
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Also tell her:
“Press * before your greeting
finishes, or else you’ll wind up leaving yourself a message.”
![Page 138: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/138.jpg)
Gotcha!
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Go through each step, all the way through deleting (or saving) that first practice message.
![Page 140: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/140.jpg)
Are you ready to have Melodie practice on her own?
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Right on!
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Now leave another message.
Have Melodie try retrieving it on her own, with you there to help if she gets stuck.
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I did it!
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Voila! You’re done.
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Now, thanks to you…
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Melodie was able to safely and confidentially get messages from her lawyer.
![Page 147: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/147.jpg)
And got the housing she needed.
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You’re a hero!
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I’m
really grateful.
![Page 150: “ Savvy Setup ” How to set up a CVM mailbox](https://reader035.vdocuments.us/reader035/viewer/2022062801/56814366550346895dafe304/html5/thumbnails/150.jpg)
Melodie’s life is back on
track, thanks to you and her new Community Voice
Mail number.
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Quick! While the info's still in
your head!
Grab a colleague and go through the steps of signing them up
for a voice mail.
Because…
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…right now is the best time to do it.
The sooner you practice after learning something new, the better it will stick.
It’s true!
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