The part covers how to use the communication sever for retrieving complaints that could recorded during the time the call center agents are unable to receive the calls.  The Communication sever is based on Asterisk, an open source framework for building communications applications. The server can only be accessed by report center staff at the Anti-Corruption offices.

The following features have been implemented

  • A welcome IVR with a welcoming message for recording callers to select the language of choice. Only two languages have been configured for now. There is a possibility of adding more languages provided we have more agents to take the calls
  • Automated Call Distribution (ACD) system has been incorporated, this automatically channels calls to the appropriate agent according to language selection and availability of the Agents.
  • Incorporated Call recording to capturing the audio from all participants during the call and ability to record messages from callers. Calls received during working hours are sent to extensions 1001 & 1002.  Calls made after office hours are forwarded to a virtual receptionist or/and with special automated messages indicating operating time and leading the caller to record his/her complaint.
  • Outbound calling is currently enabled but not functional.
    1. Accessing Recorded Messages

The system is configured to record any calls that come in after office-hours, during weekends, and also when the caller doesn’t not get any response during office time.

The Voicemail facility is used to record all messages. All English messages are dropped into the VoiceMail Box of 1001 and Krio Messages are dropped into VoiceMail Box of 1002

    1. Logging In

There are several ways to log into your mailbox.

      1. Logging in by dialing *97 from your office phone
  • Enter your password when prompted. You may press # after each entry if you wish or just wait for your entry to be accepted.
      1. Logging in by pressing the “Voice Mail” key from your office phone
  • Enter your password when prompted. You may press # after each entry if you wish or just wait for your entry to be accepted.
      1. Logging in by dialing *98 from any phone
  • Enter your extension when prompted, then your password when prompted. You may press # after each entry if you wish or just wait for your entry to be accepted.
      1. Logging in by calling the main phone number and pressing *98 during the initial greeting

If this feature has been enabled, you can log into the voice mail system from the initial system greeting by pressing *98 when you hear the initial greeting start. You will be asked for your extension number and password just as if you were using an internal office phone and had dialed *98.

      1. Logging in by using a web browser from an office computer

  • Open a web browser and go the site and then click on the “Voicemail and Recordings” link to check your voicemail. Alternately, go to to go directly to the voicemail login screen. Note that this web site is configured to only work from inside the office for security. Log in using your extension number as the login name and your password
  • This web site provides the ability to listen to and manage your voicemail messages, as well as configure a number of other settings related to your phone system account, such as call forwarding and call Follow Me.
    1. Voice Mail Menus

The main menu will be the first menu you hear when you have logged in. Here are the main menu options:

1        Listen to new messages (the default) or listen to old messages if there are no new messages (see below).

2        Change folders (see below).

3        Advanced options (see below).

0        Mailbox options (see below).

*        Help (repeat the menu options).

#        Exit from the voice mail system.

      1. Listening to Messages

Press 1 to listen to the first new message waiting or, if there are no new messages, the first saved old message.

        1. The Message Envelope

If configured to do so, the voice mail system will initially play back the message envelope, which is a recording listing details about the message. Depending on how the voice mail system has been configured, the message envelope may consist of the following items:

  • The position of the message in your list of messages
  • The date and time that the message was received
  • Caller ID information
  • The duration of the message

Press 1 at any time during the playback of the message envelope to skip to the message itself.

The voice mail system will then play back the message.

        1. During Message Playback

During the playback of the message, any of the following buttons may be pressed:

*        Rewind the message by 3 seconds.

#        Fast-forward the message by 3 seconds

0        Pause the message playback. Press any other button to resume playback.

1, 4-9        Pressing any of these buttons will halt the playback of the message and perform the corresponding action from the post-message playback options (below).

        1. After Message Playback

After the message has been played back, the system will play a prompt and wait for you to press a button:

1        Go to the first message in the current folder.

2        Change folders (see below).

3        Advanced options (see below).

4        Go to the previous message in the folder.

5        Repeat the current message.

6        Go to the next message in the folder (this will only be offered if there is another message).

7        Delete or undelete the message (only if it was just deleted in the current session).

8        Forward the message to another user (see below).

9        Save this message in another folder (you will be asked which folder to use).

0        Mailbox options (see “Mailbox Options in the Main Menu”, above).

*        Help (repeat the menu options)

#        Exit the voice mail system.

This prompt will repeat after a short pause if no key is pressed.

        1. Advanced Options

The following buttons may be pressed in the “Advanced Options” menu:

1        Record a reply message and send it directly to the mailbox of the person that sent you the current message (this is only available if the caller was calling from an internal phone).

3        Play the message envelope

*        Return to the main menu.

        1. Forward a Message to another User

Users arrive at this menu when forwarding an existing message to another user’s mailbox. After entering the mailbox number to which the message will be forwarded and pressing #, select from the following options:

1        Record an introductory message to play before the forwarded message. After the beep, speak your introductory message and then press # to save it and complete the forward.

2        Forward the message without recording an introductory message.

*        Cancel and return to the main menu.

    1. Changing Folders

If you select the option to change folders, the phone system will ask you which folder you wish to use. Enter:

1-9 the number of the folder to use (see “The Default Folder List”, above)

#        Cancel the change folder operation.

      1. Advanced Options in Main Menu

This menu will include various less-used advanced options. In a typical installation, it will have no options other than pressing * to return to the main menu.

      1. Mailbox Options in the Main Menu

Pressing 0 from the main menu will present the mailbox options menu.

1        Record your unavailable message.

2        Record your busy message.

3        Record your name.

4        Record your temporary greeting.

5        Change your password.

*        Return to the main menu.

For now the Advanced Options and Mailbox Options should never be used option

Grievance Redress Management System