Review messages

The primary purpose of a QA mailbox is to receive data from callers and make it available to the mailbox owner. Data may either be in the form of comma-separated value text files or as recorded messages (depending on how the QA script in the mailbox is configured). The flowchart below provides a simplified overview of the message review options; note that the options available while a message is playing differ from those available after the message has finished playing.

The order of message playback depends on the class of service (COS) assigned to your mailbox (which is managed by the system administrator). By default, messages are played first-in, first-out (FIFO); that is, the oldest message is played first. However, the COS can be configured such that messages are played last-in, first-out (LIFO); that is, the newest message is played first. Whichever order is used, the system will play the first message and then wait for a DTMF response from the subscriber. Once the message has been acted on by the subscriber, the system will proceed to the next message in the queue, repeating this process until all messages have been listened to and acted upon (unless the subscriber backs out of the message review by pressing the * key or by disconnecting).

Note: Messages are never moved automatically during message review. Unless you explicitly save or delete a new message, it will remain in the new queue, and the message light will remain lit. Likewise, unless you delete a saved message, it will remain in the saved queue. Messages may, however, expire and be automatically deleted after a certain number of days (this depends on your mailbox's class of service; consult your system administrator).

Message Actions During Playback

The actions available while the message is playing differ somewhat from those available after the playback is completed. This is because there are certain actions (such as those for changing the volume level) that are only relevant during playback.

Option	Description
Delete message	Moves the message to the deleted queue, where it will remain for a limited period of time before being permanently erased (default is 24 hours).
Save message	Moves the message to the saved queue. If archiving is enabled, it will prompt you to enter a folder number and will then move the message to that folder.
Skip message	Skips to the next message, leaving the current message in the queue.
Rewind	Rewinds message playback by several seconds (default is 30 seconds).
Pause	Pauses message playback for a few seconds (default is 5 seconds).
Fast forward	Fast forwards message playback by a few seconds (default is 5 seconds).
Volume +, Volume -	Increases or decreases the volume.
Speed +, Speed -	Increases or decreases the playback speed.
Skip to end of message	Halts message playback so that the after-playback menu becomes available.

Message Actions After Playback

Once the message has finished playing, the options that are only relevant during playback are no longer available. Instead, additional options for what to do with the message itself become available.

Option	Description
Delete message	Moves the message to the deleted queue, where it will remain for a limited period of time before being permanently erased (default is 24 hours).
Save message	Moves the message to the saved queue. If archiving is enabled, it will prompt you to enter a folder number and will then move the message to that folder.
Skip message	Skips to the next message, leaving the current message in the queue.
Replay message	Replays the current message from the beginning.
Forward message	Forwards the message to one or more recipients, with or without comments. Other recipients can include both individual mailboxes and/or a personal distribution list (when entering recipients, press * and then the distribution list number). You cannot forward to any mailbox that cannot receive messages, including any system mailbox. You also cannot forward a message that is marked private.
Reply to message	Prompts you to record a response to the message and sends it back to the original sender. This option is only available if the sender was another user; you cannot reply to outside callers.
Message information	Plays a detailed history of where the message came from and when it arrived. For messages from outside callers, the caller ID may be played if it is available, otherwise the system will just say that it was from an outside caller. Forwarded messages include information about when the original message was recorded.