Working with Automated Attendants

Displaying the Auto Attendants Page

All auto-attendant tasks are performed from the Auto Attendants page. To display this page, click the Auto Attendants icon  on the menu bar:

The following figure shows an example of the Auto Attendants page. The button at the top-right side of the page refreshes the information on the page.

Adding Auto Attendants

The following procedure describes how to add auto attendants.

1. From the Auto Attendants page, click the Add Attendant button. The Add an Auto Attendant pop-up window appears.
   
2. Complete the fields (see Table ‎ 6-1 below).
3. Click Continue. 
4. Complete the fields (see Table ‎ 6-2 further below).
5. Click Save.

Table ‎ 6-1. Adding an Auto Attendant

It is considered best practice to use default or always time frames for auto-attendants. Otherwise, you’ll have to carefully ensure that the time frames are consistent in the entire call flow. Routing to an auto-attendant with an inactive/different timeframe will result in a call failure.

This is applicable in the following scenarios:

1. Sending calls from a routing user with multiple time frames to different auto-attendants
2. Chaining/linking multiple auto-attendants

Caution: Once a Time Frame is deleted, it will not revert back to default settings. Time Frames must be set in order to function. Please remember to add a Time Frame after one is deleted. 

Table ‎ 6-2. Editing an Auto Attendant 

Dial Pad Menu	Route calls to one of a variety of resources when a caller selects that option. Click a number, and then select an application from the following pop-up:
	● User = goes to a user (extension). ● Conference = goes to a conference bridge. ● Call Queue = goes to a call queue. ● Directory = goes to a dial by name directory. ● Voicemail = goes to a specific mailbox. ● Voicemail Management = allows outside staff to call in and retrieve voicemail. ● External Number = forwards to an external telephone number (for example, to send the caller to on-call staff). ● Play Message = commonly used for hours and directions. ● Repeat Prompt = replays the menu of options to the caller. ● Add Tier = adds a submenu with a new greeting and set of options.
Options (Gear)	Click this button to open a pop-up window with the following options. Click Done when finished. ● Enable dial by extension = enable (check) or disable (uncheck) dial by extension. ● If no key is pressed = sets the default action if no key is pressed. ● If an unassigned key is pressed = sets the action if an unassigned key is pressed.

Managing Intro Greetings and Menu Prompts

Each auto attendant can have an optional introductory greeting that plays when a call is directed to the auto attendant followed by the menu prompt. An example of an introductory greeting might be:

"Thank you for calling Acme Corporation. You've reached us outside normal business hours. "

A menu prompt might be:

“Press 1 for sales, press 2 for marketing, or press 0 for operator assistance. ”

Separating intro greetings from menu prompts allows you to change greetings for holidays or night-time hours, for example, without re-recording the entire message.

To add/edit an intro greeting:

1. From Auto Attendants page, click the icon next to Intro Greetings. A Manage Greetings pop-up will appear.
2. From this pop-up window:
   1. To play an existing greeting, click the play icon.
   2. To add a new greeting, click "Add Greeting". You will see a window giving you 3 ways to add your greeting Text-To-Speech, Upload, or Record.
      
   1. Text-To-Speech: Type your desired intro greeting in the Message text box. The default language is English, but French and Spanish options are also available. Choose your preferred Voice (we recommend Daniel or Fay). Listen to your script to ensure the voice you choose pronounces the script correctly. You can add commas/periods for additional pauses or spell words phonetically if needed. Choose your Time Frame (we recommend "Default"). Then Save.
      
   2. Upload: Choose Upload, click the Browse button, navigate to the MP3 or WAV file you want to use for your greeting, click the file, and click Open. Click Upload. Then Save.
      
   3. Record: Choose Record. In the Call me at field, enter the number to call (either an extension or a telephone number such as your cell phone) and click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording.
   3. To edit an existing greeting, click the pencil icon on the right side. Enter your Text-To-Speech script, upload your audio file, or choose record to have the system call your extension or cell phone to record the greeting over the phone.
      
   4. To delete a recording, click the delete icon at the far right. At the confirmation prompt, click Yes to delete the recording or No to retain it.
3. When you finish, click Done to save your changes.

To record a menu prompt:

1. From Auto Attendants page, under Menu Prompt, click either the field Click to add a new menu prompt or click the pencil icon next to the field. Either step displays a Manage Audio pop-up window.
2. Complete the fields (see Table ‎ 6-3 below).
3. Click Save in the Manage Audio pop-up window.

Table ‎ 6-3. Manage Audio Settings

Setting	Description
Description	Enter a name for this greeting. The name should allow you to differentiate this greeting from other greetings you recorded.
New Greeting	Select whether to use text-to-speech, upload, or record a greeting. Uploaded greetings must be in MP3 or WAV format. Choices are: ● Text-To-Speech= use this option to type your desired script in the Message text box. The default language is English, but French and Spanish options are also available. Choose your preferred Voice (we recommend Daniel or Fay). Listen to your script to ensure the voice you choose pronounces the script correctly. You can add commas/periods for additional pauses or spell words phonetically if needed. Enter a Description. Then Save. ● Upload = use this option to upload a file for use as your greeting. Enter a Description. Click the Browse button. Navigate to the file, click the file, and click Open. Click Upload. Then Save. ● Record = if you select this option, enter a Description. Then, in the Call me at field enter the number to call (either an extension or a telephone number such as your cell phone) and click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording. The star code displayed is what you can dial at any time from a business extension to re-record the auto attendant's Menu prompt.

Editing Auto Attendants

There might be times when you need to edit auto attendants.

1. From the Auto Attendants page, either:
   – Click a name
   OR
   – Click the pencil icon at the far right of the Auto Attendants page.
   Either step displays a pop-up window.
2. Complete the fields (see Table ‎ 6-2 further above).
3. Click Save.

Deleting Auto Attendants

If you no longer need an auto-attendant, you can delete it from the system.

1. From the Auto Attendants page, click the delete icon at the far right. A confirmation prompt will appear.
2. Click Yes to delete the auto-attendant or No to retain it.

Auto Attendant Best Practices

When configuring your auto attendant, observe the following best practices:

❑ Consider your callers. Do they know with whom they want to talk or what function they need (customer service, sales, and so on)? Taking your callers into account will help you determine how to configure your auto attendant menu prompt and dial options.

Note: If you would like to change the directory sorting order from LASTNAME to FIRSTNAME, you may request this by opening a ticket in our helpdesk.

❑ If callers know with whom they want to talk, assist them by providing options such as:

• “You may dial your party’s extension at any time. ”
• “Press x for a dial by name directory. ”
• “Press x for the first available person/general voicemail. ”
• “Press 1 for Bob, 2 for Susan, ” and so on. However, this approach does not scale well.

❑ If callers do not know a specific person but need a function, provide options such as:

• “Press x for a dial by name directory. ”
• “For sales, press 1. ”
• “For customer service, press 2. ”
• “For accounting, press 3. ”

Note: Try to keep greetings brief. Do not flood callers with too much information (hours, directions, fax numbers). Instead, place that information into a “play message” option.