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Savvy SetupHow to set up a CVM mailbox

“ Savvy Setup ” How to set up a CVM mailbox

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“ Savvy Setup ” How to set up a CVM mailbox. The slides go by super fast. Promise. A fter 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 . - PowerPoint PPT Presentation

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Page 1: “ Savvy Setup ” How to set up a CVM mailbox

“Savvy Setup”How to set up a CVM

mailbox

Page 2: “ Savvy Setup ” How to set up a CVM mailbox

The slides go by super fast.

Promise.

.

Page 3: “ Savvy Setup ” How to set up a CVM mailbox

After this lesson, you’ll:

• Set up new voice mails like a pro

• Leap tall buildings in a single bound

Page 4: “ Savvy Setup ” How to set up a CVM mailbox

Okay, maybe not that last one…

Page 5: “ Savvy Setup ” How to set up a CVM mailbox

But…

You will change someone’s life.

Page 6: “ Savvy Setup ” How to set up a CVM mailbox

Ready?

Page 7: “ Savvy Setup ” How to set up a CVM mailbox

This is Melodie.

She recently escaped domestic violence.

I need a lot of help.

Page 8: “ Savvy Setup ” How to set up a CVM mailbox

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.

Page 11: “ Savvy Setup ” How to set up a CVM mailbox

However, Melodie isa tad ornery.

Page 12: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 13: “ Savvy Setup ” How to set up a CVM mailbox

Your task is to

set up her CVM number

before she bails.

Page 14: “ Savvy Setup ” How to set up a CVM mailbox

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

and try again.

Page 15: “ Savvy Setup ” How to set up a CVM mailbox

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

So don’t worry about memorizing.

Page 16: “ Savvy Setup ” How to set up a CVM mailbox

All set?

Page 17: “ Savvy Setup ” How to set up a CVM mailbox

There are three steps:

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

Page 18: “ Savvy Setup ” How to set up a CVM mailbox

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 ;)

Page 19: “ Savvy Setup ” How to set up a CVM mailbox

This one looks like it hasn’t

been used in a while.

Page 20: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 21: “ Savvy Setup ” How to set up a CVM mailbox

Great work! Now what do you do next?

Click one: a) Reset the number?

b) Double check the monthly report?

Page 22: “ Savvy Setup ” How to set up a CVM mailbox

You reset the number, and then…

Page 23: “ Savvy Setup ” How to set up a CVM mailbox

← your coworker

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

Page 24: “ Savvy Setup ” How to set up a CVM mailbox

That means…

Page 25: “ Savvy Setup ” How to set up a CVM mailbox

You gave Melodie someone else’s CVM number!

Really?

Page 26: “ Savvy Setup ” How to set up a CVM mailbox

…and all of that person’s messages

got erased!

Try Again

My messages!?

Page 27: “ Savvy Setup ” How to set up a CVM mailbox

Phew! Good thing you checked the monthly report. That

number is actually being used by someone else.

Page 28: “ Savvy Setup ” How to set up a CVM mailbox

You look through the

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

Page 29: “ Savvy Setup ” How to set up a CVM mailbox

…and give Melodie that CVM number.

Easy.

Page 30: “ Savvy Setup ” How to set up a CVM mailbox

Now we go to Step 2, resetting the number.

Page 31: “ Savvy Setup ” How to set up a CVM mailbox

This is a perfect time to give

Melodie a wallet card…

and have her start thinking of a password.

Page 32: “ Savvy Setup ” How to set up a CVM mailbox

But why give her the wallet

card now? We do that right before they

set their password.

Page 33: “ Savvy Setup ” How to set up a CVM mailbox

Plus, clients follow along when we

reset. (We use speaker

phone, so the clients feel more involved.)

Page 34: “ Savvy Setup ” How to set up a CVM mailbox

I thought you might ask that.

Page 35: “ Savvy Setup ” How to set up a CVM mailbox

Speakerphone is a great way to get clients involved.

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

Page 36: “ Savvy Setup ” How to set up a CVM mailbox

Sometimes clients draw a blank.

Page 37: “ Savvy Setup ” How to set up a CVM mailbox

Or they feel rushed, because they have to

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

waiting for them.

Page 38: “ Savvy Setup ” How to set up a CVM mailbox

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

Or pick a random number they won’t remember.

Page 39: “ Savvy Setup ” How to set up a CVM mailbox

But if you ask them to start thinking of

one while you’re busy resetting the

number…

Page 40: “ Savvy Setup ” How to set up a CVM mailbox

and they have a few minutes of quiet to

think...

Page 41: “ Savvy Setup ” How to set up a CVM mailbox

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

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It’s part of educational psychology

Page 43: “ Savvy Setup ” How to set up a CVM mailbox

But back to Melodie! That’s

my name.

Page 44: “ Savvy Setup ” How to set up a CVM mailbox

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

her wallet card.

Page 45: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 46: “ Savvy Setup ” How to set up a CVM mailbox

Remember, your phone is not on speaker yet.

Page 47: “ Savvy Setup ” How to set up a CVM mailbox

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.”

Page 48: “ Savvy Setup ” How to set up a CVM mailbox

Yikes! You forgot about broadcast

messages.

Page 49: “ Savvy Setup ” How to set up a CVM mailbox

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

Try Again

What the…?

Page 50: “ Savvy Setup ” How to set up a CVM mailbox

Good thing you reset the mailbox!

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

Page 51: “ Savvy Setup ” How to set up a CVM mailbox

You saved Melodie a lot of hassle.

And I do not like hassle.

Page 52: “ Savvy Setup ” How to set up a CVM mailbox

Wait! Weren’t we going to learn how to

reset a mailbox?

Page 53: “ Savvy Setup ” How to set up a CVM mailbox

Yes, indeed!

Page 54: “ Savvy Setup ” How to set up a CVM mailbox

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.

Page 56: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 57: “ Savvy Setup ” How to set up a CVM mailbox

a2

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

Page 58: “ Savvy Setup ” How to set up a CVM mailbox

Melodie got tired ofwaiting and left!

Try Again

I get bored very easily.

Page 59: “ Savvy Setup ” How to set up a CVM mailbox

Good thing you checked the Agency Quick Guide…

Page 60: “ Savvy Setup ” How to set up a CVM mailbox

Apparently, you actually do the opposite of what the voice

instructions tell you.

Page 61: “ Savvy Setup ” How to set up a CVM mailbox

Huh?!

Page 62: “ Savvy Setup ” How to set up a CVM mailbox

No joke.

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

Page 63: “ Savvy Setup ” How to set up a CVM mailbox

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

your agency extension.

Page 64: “ Savvy Setup ” How to set up a CVM mailbox

That’s

ridiculous

Page 65: “ Savvy Setup ” How to set up a CVM mailbox

Tell me about it.

Page 66: “ Savvy Setup ” How to set up a CVM mailbox

But that’s the way the system’s set

up.

Page 67: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 68: “ Savvy Setup ” How to set up a CVM mailbox

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!

Page 69: “ Savvy Setup ” How to set up a CVM mailbox

But back to Melodie!

That’s me.

Page 70: “ Savvy Setup ” How to set up a CVM mailbox

So far you’ve:

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

instructions

Huzzah!!

Page 71: “ Savvy Setup ” How to set up a CVM mailbox

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

Is this going to take long? I have a bus

to catch.

Page 72: “ Savvy Setup ” How to set up a CVM mailbox

You can put the phone on speaker now.

Page 73: “ Savvy Setup ” How to set up a CVM mailbox

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

do the dialing for Melodie during this part.

Page 74: “ Savvy Setup ” How to set up a CVM mailbox

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.

Page 75: “ Savvy Setup ” How to set up a CVM mailbox

Melodie gave it a shot…

Page 76: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 77: “ Savvy Setup ” How to set up a CVM mailbox

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

What do you mean it

didn’t record?

Page 78: “ Savvy Setup ” How to set up a CVM mailbox

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.

Page 79: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 80: “ Savvy Setup ” How to set up a CVM mailbox

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

This bites. Forget it.

Page 81: “ Savvy Setup ” How to set up a CVM mailbox

…and you never hear from her again.

Try Again

Page 82: “ Savvy Setup ” How to set up a CVM mailbox

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

Okay. Thanks.

Page 83: “ Savvy Setup ” How to set up a CVM mailbox

By the way, you’re almost finished!

Page 84: “ Savvy Setup ” How to set up a CVM mailbox

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

a message.

Page 85: “ Savvy Setup ” How to set up a CVM mailbox

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…

Page 86: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 87: “ Savvy Setup ” How to set up a CVM mailbox

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

Huh. Who’d’ve thunk to press *…

Page 88: “ Savvy Setup ” How to set up a CVM mailbox

So you’ve called Melodie’s # and

hit *. Now you enter your default password.

It’s written on your Agency Quick Guide.

Page 89: “ Savvy Setup ” How to set up a CVM mailbox

To recap:

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

greeting

• Hit *• Enter the default password

Page 90: “ Savvy Setup ” How to set up a CVM mailbox

This next part can be tricky…

Page 91: “ Savvy Setup ” How to set up a CVM mailbox

The prompt will say, “ To exit, press

*…”

I think I see where

this is going.

Page 92: “ Savvy Setup ” How to set up a CVM mailbox

Lots of people accidentally press

*, then have to start over.

Called it!

Page 93: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 94: “ Savvy Setup ” How to set up a CVM mailbox

Melodie has a bunch of choices when it comes

personalizing.

Page 95: “ Savvy Setup ” How to set up a CVM mailbox

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

It is completely anonymous.

Some domestic violence survivors choose this

greeting because of this.

Page 97: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 98: “ Savvy Setup ” How to set up a CVM mailbox

To select it, when you hear:

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

press pound.”

…just hit pound.

Page 99: “ Savvy Setup ” How to set up a CVM mailbox

Melodie could also use the standard greeting,

and insert just her name…

Page 100: “ Savvy Setup ” How to set up a CVM mailbox

It would sound like this:

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

Page 101: “ Savvy Setup ” How to set up a CVM mailbox

Or she could record a personal greeting.

Page 102: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 103: “ Savvy Setup ” How to set up a CVM mailbox

In fact, there is!

Page 104: “ Savvy Setup ” How to set up a CVM mailbox

When Melodie checks her

messages, it’ll say:

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

Page 105: “ Savvy Setup ” How to set up a CVM mailbox

Otherwise, it’ll say:

“Hi, 206.555.3456. You have two new

messages.”

Which takes a lot longer…

Page 106: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 107: “ Savvy Setup ” How to set up a CVM mailbox

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!”

Page 108: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 109: “ Savvy Setup ” How to set up a CVM mailbox

Whattup.

This is Melodie.

Leave a message at

the beep.

Page 110: “ Savvy Setup ” How to set up a CVM mailbox

Later, when Melodie goes to check her messages…

Page 111: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 112: “ Savvy Setup ” How to set up a CVM mailbox

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

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

Try Again

Page 113: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 114: “ Savvy Setup ” How to set up a CVM mailbox

I’m blanking. I have no

idea what to say.

Page 115: “ Savvy Setup ” How to set up a CVM mailbox

You tell her:

Click one:

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

b) “No worries; just say anything.”

Page 116: “ Savvy Setup ” How to set up a CVM mailbox

Great.Thanks.

Page 117: “ Savvy Setup ” How to set up a CVM mailbox

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

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

Try Again

Page 119: “ Savvy Setup ” How to set up a CVM mailbox

Great work!

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

Page 120: “ Savvy Setup ” How to set up a CVM mailbox

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.

Page 121: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 122: “ Savvy Setup ” How to set up a CVM mailbox

Now Melodie has:

• Recorded her greeting• Set up her password

Time to take this voice mail outfor a spin!

Page 123: “ Savvy Setup ” How to set up a CVM mailbox

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

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

Page 125: “ Savvy Setup ” How to set up a CVM mailbox

It’s time to:

Click one:

a) Have Melodie practice retrieving the message herself.

b) Show Melodie how to retrieve it.

Page 126: “ Savvy Setup ” How to set up a CVM mailbox

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

otherwise…

Page 127: “ Savvy Setup ” How to set up a CVM mailbox

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

(Neato, huh?)

Try Again

Page 128: “ Savvy Setup ” How to set up a CVM mailbox

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.

Page 129: “ Savvy Setup ” How to set up a CVM mailbox

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

can follow along.

Page 130: “ Savvy Setup ” How to set up a CVM mailbox

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

though.

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

Page 131: “ Savvy Setup ” How to set up a CVM mailbox

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

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

Page 133: “ Savvy Setup ” How to set up a CVM mailbox

and you hear Melodie’sgreeting.

Oh no! It didn’t work!

Page 134: “ Savvy Setup ” How to set up a CVM mailbox

Don’t worry. It did work.

Just hit *

Page 135: “ Savvy Setup ” How to set up a CVM mailbox

Huh?!

Page 136: “ Savvy Setup ” How to set up a CVM mailbox

Tell her:

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

Ahh, now I get it.

Page 137: “ Savvy Setup ” How to set up a CVM mailbox

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

Gotcha!

Page 139: “ Savvy Setup ” How to set up a CVM mailbox

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

Are you ready to have Melodie practice on her own?

Page 141: “ Savvy Setup ” How to set up a CVM mailbox

Right on!

Page 142: “ Savvy Setup ” How to set up a CVM mailbox

Now leave another message.

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

Page 143: “ Savvy Setup ” How to set up a CVM mailbox

I did it!

Page 144: “ Savvy Setup ” How to set up a CVM mailbox

Voila! You’re done.

Page 145: “ Savvy Setup ” How to set up a CVM mailbox

Now, thanks to you…

Page 146: “ Savvy Setup ” How to set up a CVM mailbox

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

Page 147: “ Savvy Setup ” How to set up a CVM mailbox

And got the housing she needed.

Page 148: “ Savvy Setup ” How to set up a CVM mailbox

You’re a hero!

Page 149: “ Savvy Setup ” How to set up a CVM mailbox

I’m

really grateful.

Page 150: “ Savvy Setup ” How to set up a CVM mailbox

Melodie’s life is back on

track, thanks to you and her new Community Voice

Mail number.

Page 151: “ Savvy Setup ” How to set up a CVM mailbox

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…

Page 152: “ Savvy Setup ” How to set up a CVM mailbox

…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!

Page 153: “ Savvy Setup ” How to set up a CVM mailbox