RIT Messenger System: FAQ

Why voice/TTY messaging?

Studies have shown that 75% of all calls do not reach the intended recipients on the first attempt. RIT faculty and staff require an additional means to communicate effectively with co-workers, students and others in the community. RIT Messenger is another step toward achieving that goal and presenting an efficient, professional and service-oriented image of RIT.

Will there be a set length of messages or unlimited sizes of mailboxes?

There are three levels of message times. Within each level, there are set amounts of time for individual messages and the amount of space available in an individual's mailbox for a group of messages. We researched the average length of messages with other messaging companies and determined a suitable working length of time for individual messages and mailbox sizes. What will also keep the mailboxes useful and efficient will involve subscribers as the primary maintainers of their mailboxes. By deleting and administering old messages, subscribers free up usable space in the mailbox for future calls.

How long can messages be stored? Will I be the only one to delete messages or will the system delete them automatically after a time?

Messages will be stored for 10 days before the system automatically deletes them. Subscribers have access to their mailboxes 24 hours per day, 7 days per week therefore they have the primary role to control filing or administering various messages.

How should I advise callers to leave messages that will be clear, effective and timely?

There are several recommendations for both outside callers and our subscribers when leaving messages that are clear to callers and clear from our users.

Subscribers
Provide day-to-day information so callers will know what to expect. Always ensure access to applications for the deaf. Provide a "0"-out option so that callers can talk to or leave a message with a staff member covering for you in the case of extended periods away from the office.

Callers
Recommend that callers provide you with a detailed message about expected actions or specific information, in addition to name and contact number.

Can I have my calls go into a general department mailbox?

Voice/TTY mailboxes are assigned to individual telephone numbers. Department mailboxes are for main department numbers only; those individuals who cover to the main telephone number will NOT also cover to this mailbox.

Telecommunications Services recommends departments review users' need for mailboxes. Also, if the department's main number is listed as a voice/TTY number, they will have to provide a dual mail box with messages in both voice and TTY presentations.

Some examples:

Main department number, with receptionist's name included:

"Hello. This is Mark Smith with the Athletics Office. Our department is open Monday through Friday, 8:30 am to 4:30 pm. All staff are in a department meeting today, October 25, from 10 am to 2 pm. Please leave a detailed message and we will respond to you this afternoon after the meeting."

Main department number, without receptionist's name included:

"Hello. This is the Athletics Office. Today is Tuesday, October 25 and all staff will be in a department meeting from 10 am to 2 pm. Please leave a detailed message and we will respond to you this afternoon after the meeting."


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Getting Assistance

For problems with telecommunications or network performance, connections or other related issues/questions should be directed to the RIT Service Center at 5-5000