Divert Voice Mail into ValuePRO (optional)

An often underutilised feature of ValuePRO is it's ability to process audio files and attach voice mail messages to jobs in the same manner as you can with faxes and emails.

Additionally, the voice mail integration feature can identify the caller from your Client or Valuer cards by matching the incoming caller ID to the list of known phone numbers in your system. This further improves data entry speeds for your admin staff by automatically pre-filtering the list of jobs that this message might be related to.

Adding your voice mail to the ValuePRO application is in keeping with our design philosophy that all documentation and records relating to a given job can be found and retained in the one place - making it simple, quick and easy to retrieve all your records at any time and from anywhere.

How you divert voice mail to your ValuePRO application will depend on the size of your firm, how you work out of hours or when busy and the type of PABX you are using.

Below are the 2 supported methods of establishing a diversion to ValuePRO voice mail processing:

  1. Call Forwarding from a PABX, Fixed Line or Mobile Phone or
  2. Forwarding Voice Mail via Email

Some firms with multiple offices are used to dealing with voice mail arriving on separate lines. For example, a business with offices in Melbourne, Sydney and Brisbane may have clients that are used to calling local numbers in each state depending on which office they are doing business with at the time.

By using ValuePRO to receive voice mail, you are no longer constrained into thinking about your business as separate geographical offices. Any office could in theory process voice mails received for another office. Some firms, when they move to ValuePRO, change their voice mail line to a national 1300 number that is diverted to our voice mail processing service. All voice mail from all offices are then processed via a single inbox in ValuePRO.

Alternatively, you may decide to keep having separate voice mail lines for each office and to have the ability to filter your list of voice mail based on the voice mail line it was sent to. ValuePRO has support for an unlimited number of voice mail lines and will automatically show which line a voice mail came in on. Inbound voice mail can also be automatically filtered based on which office an admin user is assigned to.

If you wish to have multiple inbound lines, please contact ValuePRO sales to arrange for this. A cost may be involved in maintaining each additional line on a monthly basis.

 

1. Call Forwarding from a PABX, Fixed Line or Mobile Phone

How To Do It

If you choose this method, ValuePRO will issue you with a local number in your nearest state capital city. This will be your ValuePRO internal voice mail line. Whenever a phone call is call forwarded to this number, a message will be recorded and once the caller hangs up, the new message will appear instantly in your ValuePRO system.

If you wish to divert voice mail from a mobile phone or single fixed phone line, you should contact your phone provider for instructions on how to divert calls when your line is busy or when you do not answer.

If you wish to manually decide when to forward calls, you can use the following method: Pick the handset and dial *21- the number we provide you -#. This will then divert all calls received to ValuePRO voice mail until you manually cancel the diversion.

To manually cancel the diversion, simply dial *21#.

If your mobile phone or fixed line phone handset has programmable speed dials, you can program these functions in so that you can set and remove the diver to ValuePRO function as required by pressing only a single button on your handset.

If you business runs a PABX phone system, you should consult with your telecommunications consultant on how to change the programming of your PABX to handle the diversion during your night switch, all lines busy or no answer scenarios.

To test, simply call your own number when the diversion is active and check that your message appears in ValuePRO after you hang up. Allow up to 30 seconds after hanging up for your message to appear.

NOTE: You should remove any existing voice mail services provided by your phone provider on your phone line prior to establishing the call diversion to ValuePRO.

Pros

  • Simple and quick to setup
  • Supports unlimited inbound simultaneous phone calls - never busy
  • Extremely reliable
  • Easy to cancel divert if service fails and re-establish when back online
  • Requires no physical infrastructure to run at your firm

Cons

  • In rural areas, you pay long distance rates to get a diversion (check whether your phone provider can reduce this by special promotions)
  • Limited recording time - standard support for up to 240 seconds

Ideal For

Small businesses, metropolitan locations, mid-sized firms with a lot of offices, large firms with no existing voice mail to email processing infrastructure.

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2. Forwarding Voice Mail via Email

How To Do It

If you choose this method, it means that you already have in place infrastructure at your end that can convert your inbound voice mails into an email that contains an audio file as an attachment. Some modern PABX and IP Telephony solutions handle voice mail in this fashion and integrate into Microsoft Exchange.

Check with your Telecommunications consultant to see whether your existing PABX has this capability or could be upgraded to have this function.

ValuePRO supports receiving voice mail messages to an email gateway - generally listed as voicemail@[your ValuePRO company domain].com.

The general audio formats we will process are WAV, AIFF, MP3, MP4, WMA. Video files, if you are able to generate them from video calls, are also supported, specifically AVI, WMV and MOV.

If you send an email to the voice mail gateway with no audio or video file attachment, the email will simply be ignored and deleted by ValuePRO.

We will process the subject line of the email to extract the caller's identifier or caller ID. Make sure your PABX software can provide the caller ID in the message subject line - this will increase the usefulness of the ValuePRO voice mail processing system for you. Having the caller ID helps ValuePRO automatically associate the caller's phone number with your existing client cards, further speeding up data entry for your admin staff.

Do not send voice mail messages to your valuations@[your ValuePRO company domain].com address that we provide you for general email. ValuePRO processes voice mail messages differently and in an optimised manner that lets users get more out of the voice mail when sent to the correct address.

Pros

  • You have total control of your voice mail infrastructure

Cons

  • You have total responsibility for your voice mail infrastructure
  • Some PABX software and modems cannot include the caller ID in the subject line of the email - this is a sub-optimal result for your admin staff
  • Capital expenditure in setup may be uneconomic for some firms

Ideal For

Businesses with the capital and internal expertise to run systems such as these.

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