Add Notes to Resolve a Voicemail

This guide provides a straightforward method for efficiently managing voicemails within a team setting. By utilizing the "Resolve" feature, team members can document their actions and communicate the status of voicemails, enhancing collaboration and ensuring accountability. It simplifies tracking what has been addressed, reducing the need for follow-up inquiries. Overall, this guide streamlines voicemail resolution, making it easier for teams to stay organized and informed.

Lisa Pearce
5 steps
15 seconds

Dialpad

In the Voicemail tab, hover over a voicemail and you will see 3 new options - Call back - Resolve - Assign

When you click on "Resolve", it will open a notes box. Here you can enter that you've put a case in, Athena ID, that you called them back, etc., whatever notes you need to add. Then click on the "Resolve" button to save the note. All group members can then see at a glance that a message has been handled without necessarily having to go into Athena to see if anything has been done (or look elsewhere), or having to ask if a message has been taken care of.

Now the message is marked as "resolved" in the voicemails tab, and the notes have been added below the voicemail.

If you need to go back and change the "resolved" status of a note (added to the wrong vm, etc), click on "Resolved" and enter a reason for changing the status, then click the "Unresolve" button to save the change.

Your supervisor/manager/team lead will instruct you how to handle the voicemails in more detail. \ **You will not be able to delete the messages – supervisors will delete as necessary**

Add Notes to Resolve a Voicemail

Lisa Pearce
5 steps
15 seconds

Dialpad

In the Voicemail tab, hover over a voicemail and you will see 3 new options - Call back - Resolve - Assign

Now the message is marked as "resolved" in the voicemails tab, and the notes have been added below the voicemail.

Your supervisor/manager/team lead will instruct you how to handle the voicemails in more detail. \ **You will not be able to delete the messages – supervisors will delete as necessary**