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Frequently Asked Questions about "Live" Telemessaging Services (Telephone Answering Services)

How do I let you know that our on-call schedule has changed?

The best way to do this is by FAX to our supervisors. While this information can be given to a Telephone Secretary, it can be cumbersome during the busy checkout rush. If you do wish to speak to someone about the change, it's best to do so prior to 3 PM if at all possible. In emergencies or when circumstances cannot be avoided, such information can be given to your Telephone Secretary when you call in.

Where can I find the time an urgent message was delivered, when I'm reading my delivered messages then next day?

Immediately below the message there should be one or more time and date lines. This information will indicate the date and time(s) that messages were taken. There may also be a dashed line followed by the name of the person to whom the message was relayed, as well as the time of delivery. (NOTE: If you're using an Alpha Pager, the date and time the message was sent to the pager will be displayed along with the pager message.

Why does the Telephone Secretary tell my callers that "this is the Message Service"?

Probably because you have not instructed us against this practice. Some subscribers do NOT want us to identify that the call is being taken by a Tele-messaging service. However, this IS something we can do. All you need to do is contact a supervisor or your Customer Service Rep.

Who is the person who can help me if a message was incorrect?

If you have a question or a concern with the way a call was handled, a Supervisor is your best contact. They're in direct control of day-to-day operations, and can research the incident. You may also FAX information (to the attention of a Supervisor) detailing the Date, Time of Day, Caller's Name and/or Company Name, and the problem that was experienced with the call.

What is the best way to get "urgent" or "emergency" type messages?

The most efficient way to get Tele-messaging Service Messages on this basis is via Alpha Pager. This assumes, of course, that you will be in a geographic area covered by paging service. It's fast, efficient, and saves you time and money. Other methods include calls to a residence, private office or cellular phone (not recommended because of premium cost).

When is the best time to fax you updates to my account, or changes to my on-call schedule?

If at all possible, this should be done before 3 PM. Items received by that time should normally be entered prior to check-out on the same day.

More information can be found on the Telemessaging section of this web site.

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