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/Editing an Auto Attendant (Page 1)

Setting

Description

Name

Enter a name for this auto attendant. The name should allow you to differentiate this auto attendant from other auto attendants you configured.

Extension

Adding an auto attendant: select the extension used with this auto attendant.

Editing an auto attendant: read-only field that shows the extension.

Time Frame

Select a time frame to which this answering rule will be applied. The choices shown are the ones previously configured using the procedure under section “Adding Time Frames."

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. Adding/Editing an Auto Attendant (Page 2)

Setting

Description

Auto Attendant Name

This is the auto attendant name you entered on the previous page. Use this field to change the name if desired.

Extension

Read-only field that shows the extension associated with this auto attendant that you entered on the previous page.

Intro Greetings

Click the icon to display the Manage Greetings pop-up window and play, upload, record, or delete greetings. 

Menu Prompt

Click in the text box or click the icon to upload or record a menu prompt.

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

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.

 

Recording 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 record 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 a greeting, click the icon.
    2. To upload a new greeting, hover over it, and then click the icon on the right side of the row.
      For New Greeting, click 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.
    3. To record a new greeting, hover over it, and then click the icon on the right side of the row. For New Greeting, click Record. In the Call me at fieldenter 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.
    4. To delete a recording, hover over it, and then click the delete icon at the far right of the row. At the confirmation prompt, click Yes to delete the recording or No to retain it.
  3. When you finish, click Add Greeting followed by Done.

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 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 upload or record a greeting. Greetings must be in MP3 or WAV format. Choices are:

● Upload = use this option to upload a file for use as your greeting. Click the Browse button. Navigate to the file, click the file, and click Open. Click Upload.

● Record = if you select this option, 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.