Voice Processing provides State employees and the public a tool which will enhance opportunities to communicate more effectively by leaving recorded messages or requests for information when the State employee is unable to answer or are away from their work area. Management of the voice processing system is under the Office of Information Resources, Customer Services Section. Customer Services assists the agency telecommunications coordinators in identifying potential voice processing application subscribers and training requirements. OIR will be responsible for ensuring all users have access to all services and features and that reports are maintained to ensure proper trafficking and a consistently high level of service.
Training is required before voice processing services are provided.
Voice Processing shall be used for business purposes only. Voice processing is provided to all state employees in order to enhance their ability to deliver services to their clients. The service is to be an adjunct and not a replacement for human intervention or assistance. Currently, there are 750 users on voice mail in Columbia. Protocols - Prompts throughout for use.