Auto Attendants
Auto Attendants
Automated attendants are automated greetings with options to route calls. The PBX portal has an auto attendant builder that gives you easy access to change recordings and options anytime.
The Auto Attendants list displays each auto attendant. From the Auto Attendants list, you can edit auto attendant settings and record the auto attendant greeting.
Adding Auto Attendants
The following procedure describes how to add auto attendants.
From the Auto Attendants page, click the Add Attendant button. The Add an Auto Attendant pop-up window appears.
New Auto Attendant Fields
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.
Site: (Optional) If applicable, enter the name of the Site (user group) you wish to associate.
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.
Editing Auto Attendants
Most system admins will not be creating Auto Attendants, rather editing existing ones. First, select an Auto Attendant from your list. The portal will bring you to a display similar to the image below.
Most system admins will not be creating Auto Attendants, rather editing existing ones. First, select an Auto Attendant from your list. The portal will bring you to a display similar to the image below.
Managing an existing Auto Attendant
Dial Pad Menu
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: An intro greeting is audio that will be played prior to the 'main' audio associated with the options on the Auto Attendant. 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. Click the icon to display the Manage Greetings pop-up window and play, upload, record, or delete intro greetings.
Menu Prompt: A menu prompt is the audio that is associated with the options on the Dial Pad Menu. Click in the text box or click the icon to upload or record a menu prompt.
To record an intro greeting or menu prompt:
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From Auto Attendants page, click the icon next to Intro Greetings or Menu Prompt. A Manage Greetings/Audio pop-up will appear.
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From this pop-up window:
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To play a greeting, click the icon.
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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.
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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 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.
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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.
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When you finish, click Add Greeting followed by Done.
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:
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User: routes to a user (extension).
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Conference: routes to a conference bridge.
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Call Queue: routes to a call queue.
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Directory: routes to a dial by name directory.
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Voicemail: routes to a specific mailbox.
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Voicemail Management: allows outside staff to call in and retrieve voicemail.
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External Number: forwards to an external telephone number (for example, to send the caller to on-call staff or a vendor after hours).
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Play Message: commonly used for hours and directions.
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Repeat Prompt: replays the menu of options to the caller.
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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.
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Enable dial by extension: enable (check) or disable (uncheck) dial by extension.
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If no key is pressed: sets the default action if no key is pressed.
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If an unassigned key is pressed: sets the action if an unassigned key is pressed.
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.
If callers know with whom they want to talk, assist them by providing options such as:
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“Dial your party’s extension at any time. ”
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“Press x for a dial by name directory. ”
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“Press x for the first available person/general voicemail. ”
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“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:
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“Press x for a dial by name directory. ”
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“For sales, press 1. ”
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“For customer service, press 2. ”
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“For accounting, press 3. ”
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.
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