As a company administrator you have the ability to setup Auto Attendants for your company. An auto attendant allows callers to your company to be automatically transferred to a person or group without the intervention of an operator or receptionist.
In order to setup an auto attendant you simply need to click on the “Auto Attendant” button and then select either “Edit” or “Create New Auto Attendant” as required.
Once in the setup wizard you first need to select a site the auto attendant will be assigned to, along with giving it a name, username, and assigning it to a department against that site. Alongside this you also need to define what the dialling scope of that auto attendant is if you wish to use extension or name dialling on the auto attendant, as to whether it can make contact to company, site, or department level contacts.
Clicking on the “Continue” button will then ask you to define the menu options. In order to ensure the auto attendant links to the right “Schedule” for your company, you can then select from the drop down menu the right “Schedule” that best defines Business Hours, and Holiday. If you haven’t set up your company schedules please refer to this section within this guide called “How do I setup schedules?”
After selecting the right schedule you’ll then need to complete the grid to decide on the right routing of the call when the corresponding number is pressed.
The options which can be implemented here are:
Transfer with Prompt – This will allow the user to here a recorded message played once they have selected a menu item, i.e. Please hold whilst we connect you.
Transfer without Prompt – This will forward the call to the required destination once a menu item is selected. This destination could be a user, call group i.e. hunt group or new auto attendant.
Transfer to Operator – This will forward the call to the Company Operator as defined under the “Company Management” section.
Name Dialling – This will allow the caller to type in a name based on your dialling scope through the PBX handset, i.e. my name Chris would be typed from the handset as 222447774447777
Extension Dialling – This will allow the caller to type in a user’s extension, allowing the call to connect to this extension based on your dialling scope.
Repeat Menu – This option will replay the call recording associated to this auto attendant to effectively replay the menu items to the caller
Exit – This option will effectively terminate the call on behalf of the caller
None – This option will mean the menu option will take no effect on the call routing of the call
Once you have set this up for Business hours then you would need to click on the “After Hours” tab which will allow you to define this also.
Clicking on the “Continue” button will then allow you to define a number for the auto attendant, extension for internal call routing, and display name for presentation once the call is delivered.
The final page to establish you auto attendant is to upload the audio file to be played when the call is connected. This step can by bypassed if recording your message via a phone. In order to upload this you’ll need to record a file in the following format:
• .wav format
• Encoded with CCITT u-Law
• Formatted at 8.000 kHz, 8 Bit mono, 7 kb/sec
Once your file has been uploaded then you should then be able to click either “Finish and Edit” or “Finish and Show List” to return you to the main auto attendant section.
How do I record an Auto Attendant via my phone?
After setting up your Auto Attendant without a file recording you have the ability to record an Auto Attendant message through a phone allocated to the same site as the Auto Attendant.
In order to action this you have to first setup the Company Voice Portal pass code which has now been added as a definable option under the Administration/Voice Portal option.
Prior to recording an Auto Attendant through your phone please note that you can only do this from an internal phone and when recording for an Auto Attendant that is on the same site as the phone you are calling from. In some cases you may need to ensure all Auto Attendants are assigned to a single site where your voice recording resource is located, if looking to manage multiple multi site Auto Attendants.
In order to access the Company Voice Portal to record a message for the required Auto Attendant you:
Dial the Company Voice Portal number as established for the Company
At the prompt enter the Voice Portal 4 digit extension for the Company Voice Portal
Enter the pass code defined
Press menu option 1 to change the Auto Attendant greeting
At the prompt for the Auto Attendant enter the 4 digit extension of the Auto Attendant you would like to record.
Press 1 to record business hours greeting
Press 2 to record an out of hours greeting
Once recorded looked to review prior to saving
Test the Auto Attendant by calling the incoming number and routing to test that this has been recorded correctly and adjust through points 1 – 8 if required.
How many Auto Attendant levels can I have?
Within the Hosted PBX system we have tested routing a call down to 3 levels of auto attendant.