Accessing Voicemail for Roaming Workers
Overview
This guide outlines Voicemail portion of RingCentral, how to access, and manage Voicemail.
When it comes to Voicemail, Columbia Aged Care is divided into two user Groups. Roaming Team Members and Office Based Team Members.
Office Based Team Members
Office Based workers such as head office staff, facility managers and the maintenance team will have their own personal voicemail available that can be accessed via the RingCentral desktop or mobile app by clicking on the voicemail tab.
Roaming Team Members
Roaming team members such as ENs, AINs, RAOs, GSOs and the Administration Team Members do not have their own voicemail. This is because messages may need to be answered / responded to when you are not on shift; therefore; a 'shared' voicemail box is being used. This is a similar methodology to the shared 'RN' email inbox to ensure continuity of care.
How does it work?
To start with, a Visual Call Flow Guide is below:
Accessing Voicemail
Roaming Team Members/ All Other Users
You do not have your own personal voicemail. Instead calls are routed to a facility voicemail where they are managed as a team by using a Google Group.
In the event a call isn't answered by the Administration Team, Care Managers or RN Team (or after hours the RN team) callers will be given the opportunity to leave a message. The message is then transcribed, and the text and the audio file is sent to a Google Group.
Access the Facility Voicemail Inbox
To access the voicemail box for your facility:
- Navigate to the Google Dashboard
- Click 'Groups for Business'
- Select 'Voicemail <Facility Name> from the list
Note you can select whether you want to receive notifications for incoming voicemails on each occasion, OR a daily summary (digest) or no notification at all.
Don't see the group listed?
This may be because your role is not yet authorised to access the voicemail box based on the organisation's Role Based Access Control (RBAC) policies.
Voicemails should be managed in the same way as shared mailboxes, that is, you are able to assign voicemails to team members, mark them as complete or no action required. Using this method, everybody on the team can see which messages have been actioned/ responded to and which ones have not.
Assign voicemails and mark them as actioned by:
- Click onto the relevant voicemail message
- Select the relevant option from the top right hand menu
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