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NEWS | Sept. 20, 2007

744 CS announces customer advisory for new voicemail

By 744th Communications Squadron

The 744th Communications Squadron will move Andrews Air Force Base customers to a new and improved voicemail system Oct. 5. This cutover will consolidate two older, unsupported voicemail systems and provide increased capacity to support expansion of the base population. 

The only noticeable difference is customers are now required to enter a 6-digit personal identification number to access voicemail versus the previously required 5-digit PIN. The default password for the new voicemail system will be sent via email during the first week of October and users will be required to change their password when they first access the new mailbox. 

There is one limiting factor in this cutover - messages from the old system can't be transferred. Please transcribe messages prior to the cutover. Users have until Oct. 4 to perform this task. The new voicemail number is 2-9999 or commercial 301-981-9999 for users wishing to access from off base. If dialing the old 2-2222 extension, it will auto-forward to the new 2-9999 extension. If there are any questions or concerns, please contact the Telephone Trouble Desk at extension 611. 

Outside of e-mail, voicemail is one of the primary means of communicating. In some customer service organizations, voicemail accounts for 90 percent of telephone communication, i.e., established voicemail trees that direct callers from a centralized number to a specific agent. Customers should check their voicemail frequently throughout each day. What frustrates callers isn't always the fact that they have had to leave a voicemail, but that their calls were not answered "promptly." The number of times voicemail is checked each day will vary depending on the job function and position. At a minimum, messages should be checked once a day and those calls returned. Here are some other helpful voicemail tips: 

1. For outgoing messages, provide a name and organization. 

2. State why the call was not answered, along with the expected duration of absence and any other important information. 

3. Ask callers to leave a brief, but detailed message, e.g., name, phone number, organization and reason for the call. 

4. When returning from leave or a brief absence, ensure the outgoing message is updated. 

5. Don't save messages that aren't needed. Voicemail boxes should not be so full that no one can leave a message. 

6. For callers, messages should state a reason to return the call, i.e., what is the motivation or urgency. 

7. Messages should be approximately 15 - 40 seconds. If longer than a minute, it's harder to keep the person's attention. 

8. Ensure messages have a positive tone. Messages with angry tones could delay a much needed response. 

For instructions to help configure voicemail, please refer to the Andrews AFB telephone directory and the AFDW quick reference user guide or contact the Telephone Trouble Desk at extension 611 for additional assistance.