“Savvy Setup”How to set up a CVM

mailbox

The slides go by super fast.

Promise.

.

After this lesson, you’ll:

• Set up new voice mails like a pro

• Leap tall buildings in a single bound

Okay, maybe not that last one…

But…

You will change someone’s life.

Ready?

This is Melodie.

She recently escaped domestic violence.

I need a lot of help.

She needs a safe way to keep in touch with her lawyer…

as well as a number to put on her housing application.

You want to get hera CVM number, and show her how easy they are to use.

However, Melodie isa tad ornery.

If the set-up takes too long, she’ll get bored and leave.

Your task is to

set up her CVM number

before she bails.

Feel free to try both answers during the module. You can always click the back arrow

and try again.

By the way, all these instructions are also in your Agency Quick Guide.

So don’t worry about memorizing.

All set?

There are three steps:

1. Choose a number 2. Reset it 3. Help the client personalize it

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 ;)

This one looks like it hasn’t

been used in a while.

Don’t forget to fill in Melodie’s info.

Great work! Now what do you do next?

Click one: a) Reset the number?

b) Double check the monthly report?

You reset the number, and then…

← your coworker

Oh no! I forgot to write in the person I set up last month. I already gave someone that number.

That means…

You gave Melodie someone else’s CVM number!

Really?

…and all of that person’s messages

got erased!

Try Again

My messages!?

Phew! Good thing you checked the monthly report. That

number is actually being used by someone else.

You look through the

report, and find one that isn’t in use…

…and give Melodie that CVM number.

Easy.

Now we go to Step 2, resetting the number.

This is a perfect time to give

Melodie a wallet card…

and have her start thinking of a password.

But why give her the wallet

card now? We do that right before they

set their password.

Plus, clients follow along when we

reset. (We use speaker

phone, so the clients feel more involved.)

I thought you might ask that.

Speakerphone is a great way to get clients involved.

But, if you leave choosing a password until the end…

Sometimes clients draw a blank.

Or they feel rushed, because they have to

think of a password on the spot, while you’re

waiting for them.

Then they might choose one that’s too easy (like 1234.)

Or pick a random number they won’t remember.

But if you ask them to start thinking of

one while you’re busy resetting the

number…

and they have a few minutes of quiet to

think...

…they’re more likely to pick a good password that they’ll remember.

It’s part of educational psychology

But back to Melodie! That’s

my name.

So you’ve asked her to think of a password, and had her write it on

her wallet card.

Now let’s go over how to reset the mailbox.

Remember, your phone is not on speaker yet.

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.”

Yikes! You forgot about broadcast

messages.

Melodie had to delete 15 messages the firsttime she checked hervoice mail.

Try Again

What the…?

Good thing you reset the mailbox!

There were a ton of broadcast messages leftsince the last time itwas reset.

You saved Melodie a lot of hassle.

And I do not like hassle.

Wait! Weren’t we going to learn how to

reset a mailbox?

Yes, indeed!

First you call the reset number:

206.331.4117

Then you’ll hear some instructions.

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.

Oh no! You followed the voice instructions, but it didn’t work.

a2

The box wouldn’t reset no matter what you tried. Which meant…

Melodie got tired ofwaiting and left!

Try Again

I get bored very easily.

Good thing you checked the Agency Quick Guide…

Apparently, you actually do the opposite of what the voice

instructions tell you.

Huh?!

No joke.

When the audio instructions say, “Enter your extension,” you instead enter the CVM number you’re resetting…

…and when it tells you to enter the phone number, you enter

your agency extension.

That’s

ridiculous

Tell me about it.

But that’s the way the system’s set

up.

Luckily it’s just that one part. The rest is straightforward.

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!

But back to Melodie!

That’s me.

So far you’ve:

• Gotten Melodie an unused number• Reset it using the wacky

instructions

Huzzah!!

Now you’re ready for Step 3, setting up Melodie’s voicemail.

Is this going to take long? I have a bus

to catch.

You can put the phone on speaker now.

The rest of the set-up process will go much smoother if you

do the dialing for Melodie during this part.

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.

Melodie gave it a shot…

But when she tried to set up her greeting, it was waaay confusing.

No, really. Clients get confused during set-up all the time.

What do you mean it

didn’t record?

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.

We already know it’s not the world’s most intuitive system.

So when she couldn’t get itto work, Melodiegave up…

This bites. Forget it.

…and you never hear from her again.

Try Again

You tell Melodie, “I’m going to help walk you through the set-up.”

Okay. Thanks.

By the way, you’re almost finished!

Start by dialing Melodie’s new CVM number, just like you were calling to leave her

a message.

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…

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

Nice work. Pressing * interrupted the default greeting and got you into the set-up menu.

Huh. Who’d’ve thunk to press *…

So you’ve called Melodie’s # and

hit *. Now you enter your default password.

It’s written on your Agency Quick Guide.

To recap:

• Dial Melodie’s CVM number• Don’t freak out at the strange

greeting

• Hit *• Enter the default password

This next part can be tricky…

The prompt will say, “ To exit, press

*…”

I think I see where

this is going.

Lots of people accidentally press

*, then have to start over.

Called it!

Now it’s time to for Melodie to personalize her mailbox.

Melodie has a bunch of choices when it comes

personalizing.

The standard default greeting is plain and simple.

“You’ve reached the voice mailbox for 206.555.3456.”

It is completely anonymous.

Some domestic violence survivors choose this

greeting because of this.

The anonymous greeting is the first choice you will hear in the voice prompts.

To select it, when you hear:

“You have no recorded name. To keep the recorded name,

press pound.”

…just hit pound.

Melodie could also use the standard greeting,

and insert just her name…

It would sound like this:

“You’ve reached the voice mailbox for Melodie Johnson.”

Or she could record a personal greeting.

If a client records a personal greeting, is there any point to them also recording their name?

In fact, there is!

When Melodie checks her

messages, it’ll say:

“Hi, Melodie Johnson. You have two new messages.”

Otherwise, it’ll say:

“Hi, 206.555.3456. You have two new

messages.”

Which takes a lot longer…

Melodie decides to record both her name and a personal greeting.

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!”

At the prompt, Melodie says just her name, and everything is a-okay.

Whattup.

This is Melodie.

Leave a message at

the beep.

Later, when Melodie goes to check her messages…

…this happens: Hi, ‘Whattup, this is Melodie. Leave a message at the beep.’ You have 2 new messages…

The system thinks that whole long greeting is Melodie’s name.

She’ll hear it every time she checks her CVM number.

Try Again

Now it’s time for Melodie to record a greeting.

I’m blanking. I have no

idea what to say.

You tell her:

Click one:

a) “Let’s look at the sample greeting sheet.”

b) “No worries; just say anything.”

Great.Thanks.

Hi, this is Melodie. I can’t come to the phone right now. Please leave me a message.

Gah, I can’t take the pressure. I’m outro!

Try Again

Great work!

But it’s not fully set up until she creates a password.

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.

Remember, Melodie should have already chosen a password and written it on her wallet card.

Now Melodie has:

• Recorded her greeting• Set up her password

Time to take this voice mail outfor a spin!

Call Melodie’s number and leave her a practice message.

“Hi, Melodie.

Welcome to Community

Voice Mail.”

Just a few more steps! You’re almost done.

It’s time to:

Click one:

a) Have Melodie practice retrieving the message herself.

b) Show Melodie how to retrieve it.

That sounds like it should be the correct answer, but research on learning theory actually says

otherwise…

In fact, it’s better to show someone how to do something, then have them practice on their own.

(Neato, huh?)

Try Again

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.

Be sure to give Melodie the Client Quick Guide, so she

can follow along.

She doesn’t have to carry the Client Guide around with her,

though.

The instructions are also on the front of her wallet card.

Go through all the steps, just like you were Melodie checking her voice mail.

Say each step out loud as you do it.

The first confusing part might come when you dial Melodie’s CVM number…

and you hear Melodie’sgreeting.

Oh no! It didn’t work!

Don’t worry. It did work.

Just hit *

Huh?!

Tell her:

“Yup, you have to interrupt yourself. As soon as your greeting starts, press the * key.”

Ahh, now I get it.

Also tell her:

“Press * before your greeting

finishes, or else you’ll wind up leaving yourself a message.”

Gotcha!

Go through each step, all the way through deleting (or saving) that first practice message.

Are you ready to have Melodie practice on her own?

Right on!

Now leave another message.

Have Melodie try retrieving it on her own, with you there to help if she gets stuck.

I did it!

Voila! You’re done.

Now, thanks to you…

Melodie was able to safely and confidentially get messages from her lawyer.

And got the housing she needed.

You’re a hero!

I’m

really grateful.

Melodie’s life is back on

track, thanks to you and her new Community Voice

Mail number.

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…

…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!