<aside> 💡 Application Number: 888-501-3020 Application VM Que : https://rainpos.lightning.force.com/lightning/o/Case/list?filterName=Payments_Application_Voicemail_Queue

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Purpose:

To outline the expectations and protocols for handling Voicemail Que to ensure prompt application setup

Voicemail Expectations

Procedure:

1. Checking Voicemails:
   • Voicemails must be checked immediately when received during business hours.
   • The next available team member is responsible for retrieving and addressing voicemails.
2. Handling Voicemails:
   • Listen to the voicemail completely and take detailed notes if applicable.
   • Return the call as soon as possible, preferably within 30 minutes of receiving the voicemail.
   • If the voicemail is received after hours, prioritize it for follow-up first thing the next morning time zone dependent.
   • Ensure there are zero voicemails in the queue at end of shift.

Activity Tracking

1. When Access the VM que through SF make sure you have the appropriate que selected

1. Select the next voicemail case that has an “Open” status

1. Listen to the VM details and follow up with the merchant

Note: The VM recording is located at the bottom of the VM details

1. Upon Completion please document the interaction and link the case to the correct account

   1. Parent Case: Payments Onboarding case #
   2. Status: Closed - upon completing the interaction
   3. Case Reason: Voicemail
   4. Resolution Notes: Any details of the interaction