Office Manager - Auto Attendants

Office Manager - Auto Attendants




 







The Auto Attendants icon will take you to the auto attendant center, as seen in the figure below. Auto attendants are interactive voice recordings that allow callers to make selections in order to route their call to the desired destination.




The most common use of an auto attendant the main company phone number.  When callers call into the business, they can be routed to the party they are trying to reach by listening to the menu  prompt options or dialing a user’s extension directly.  

Clicking the Auto Attendants icon on the top of the manager portal navigation options will   take you to your auto attendant center.  Here you can edit existing auto attendants, delete them, and create new ones.



To add an Auto Attendant, click the Add Attendant button in the top right as seen.  The Add an Auto Attendant window will appear:




Name the Auto Attendant and give it an extension.  Note the extension cannot be changed once the Auto Attendant has been created.  Then select a Time Frame for the Auto Attendant to be in  effect.   Click Add to create the Auto Attendant.













Once the Auto Attendant has been created Click the Intro to record the first message the caller  will hear.  Clicking on the speaker next to the Manage Greetings will display the Manage Greetings window as seen below.  Here you can Upload a new intro greeting or record a new one.  Then you can select a time frame for that message so it will only play during the selected time frame.



Clicking the speaker icon next to Menu Prompt as seen in figure below will allow you to   record a message letting callers know what digits will route them to which application or destination.




The Dial Pad Menu options as seen in figure below is where you configure what digits correlate with an application.  When you select a digit, you will see the applications you can choose from. Click on a digit and you will see the applications you can assign to it.  When clicking on a digit and  selecting an application you can see the options you can configure the application with.

















The User application as seen below will allow you to forward the caller to an extension on the system of another user.  It will also give you the option to add a prefix to the caller ID so the user  that   called is being forwarded to knows the call is being routed from an auto attendant.



The Conference option as seen below will allow you to forward the call to the conference bridge.  






Call Queues options as seen below allow the caller to be forwarded to a call queue.  It also allows you to have the system announce the number of callers in the queue ahead of   the caller.  Or it announce the average expected wait time.  It also allows for a Caller ID prefix to be added so the agent in the queue knows the call   was routed from an Auto Attendant.





Directory option as seen below sends the call to the company directory.




Voicemail option as seen below will forward a caller to the voicemail extension entered.




Voicemail Management option as seen below allows users on the system to enter their extension   number and pin. They can check messages and manage their voicemail account.




External number option as seen below will forward the call to another telephone number.




Play message option as seen below allows you to record a message that will be played to the  caller. Then you can decide how to route the call after the message has been played.

Repeat Prompt will replay the menu prompt message.





Add Tier option as seen below will allow you to add another dial pad menu to the auto attendant.



Once another tier has been added you will see the same options except for Add Tier as you cannot add another tier.  Also, the option for the Previous Menu appears so the caller can route   back to the original Auto Attendant level. You cannot add a tier to 0 or the star key.




The Gear Icon takes you to the options settings window for the Auto Attendant as seen below  where you can control the caller’s experiences.




Enable Dial by Extension - allows you to enable calling an extension   directly from the Auto Attendant if the caller knows the user's extension number.


If no key is pressed - allows you to select a dial pad menu option, repeat the menu prompt recording, or hang up the call if no digit is pressed when the caller is in the Auto Attendant.


If unassigned key is pressed - Configure what to do with the call if the caller does not press  any digits when in the auto attendant and what to do if the caller presses a key that is not configured   in the Dial Pad.


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