Transcript
Auto Attendant Administrative Guide
Connected Office Voice Premium
Business Solutions
Auto Attendant Overview The Auto Attendant is an automated receptionist who greets and routes calls on the main reception line, as well as, the phone extension of various departments in a company. It may be used in place of a receptionist greeting, or use for overflow calls. Special greeting prompts can be customized and recorded for the company and individual departments. Your company may have one or many Auto Attendants. They may be set up with Dial by Name or Dial by Number directories. The Auto Attendant is assigned a telephone number and an extension. Each Auto Attendant includes business hours and after hours greetings for recording. You may record the greetings through The Company’s Voice Portal or by uploading a .wav file via the web interface. The Menu items are customized and may be viewed and changed via our web interface. Various options may be programmed for:
Time of day Day of week Holiday Schedules
Modifying Auto Attendant Settings Step 1 2
2
Action Click on Auto Attendant from the Group Services Screen From your list of Auto Attendants select the one you wish to modify, Click Edit.
Business Solutions
3
Click on Profile
Auto Attendant Modify Screen From the Auto Attendant Modify screen you may perform the following: Change the Name of your Auto Attendant Assign a different Calling Line ID Select a Department assigned to the Auto Attendant Alter the Business and After Hours Menu Options The Auto Attendant Modify Screen is shown below. Note: All fields that are marked with an asterisk (*) are required.
3
Business Solutions
Option
Description
Name
The name identifies the Auto Attendant and is found in the list of Auto Attendant(s). You may rename the Auto Attendant by typing a new name in the Auto Attendant Name text box.
Calling Line ID First Name and Last Name
The Calling Line ID Names reflect the To: and From: displayed when calling the Auto Attendant number or extension. To change the Calling line ID of the Auto Attendant, simply type in the new name or number in the Calling Line ID First and last name Test box , can be alphanumeric. In order to select a Department, one must have been created when your service was configured.
Department
Note: To create a department, please call customer service to set up new departments and assign users to your department.
4
Extension Dialing
This determines whether the Auto Attendant can redirect callers by extension to any user in its Enterprise, Group or department.
Name Dialing
The option determines if the Auto Attendant can redirect callers by name to any user in its Enterprise, Group, or department
Name Dialing Entries
Change how callers find users from your Dial by Name Directory, by searching first and last name entries.*Groups may also be assigned by your service provider and are generally applicable as a way to identify multi-locations
Business Solutions
Auto Attendant: Business and After Hours Menu To modify or add to your current Business and After Hours items. Click on the Business Hours or After Hours Menu. Once new items are added to the menu, the greeting must be changed to reflect the new additions for listening and selection. To set up/review access Auto Attendant > Business Hours Menu
Business Hours Screen
Business Hours Greeting To personalize your Business Hours greeting, follow the instructions to record your greeting by calling into the voice portal or, follow the instructions to upload .wav audio files. *The Auto Attendant example above reflects a .wav file uploaded into the system.
5
Business Solutions
Menu Options Enabling First level Extension Dialing box allows callers to enter the extension of the party they want to reach without selecting a menu option first. Enabling this feature makes the Auto Attendant more convenient for callers who already know the extension of the person they are trying to reach. *Reminder: When recording your Auto Attendant message, make sure you state Extension Dialing is an option in your recording. Example: “If you know your party’s extension, you may dial it at any time.”
Menu Listings To modify your menu listings type in the desired menu listing under the Description column. Then select the desired “action” from the drop-down lists, the Action control offers the following choices.
Choice
6
Description
Transfer with prompt
Plays the message, “ Your call is being transferred, please hold”, and transfers the call to the specified number
Transfer without Prompt
Transfers to the specified number without playing a prompt
Business Solutions
Transfer to Operator
Name Dialing Extension Dialing Repeat Menu Exit
Plays the message, “Please stay on the line while your call is transferred to the operator”. The call is then transferred to the specified operator number Brings the caller into the automated name directory Prompts the caller for an extension, and transfers the user Replays the Auto Attendant greeting Terminates the call
Note: When any “Transfer Action” is selected, a phone number text box will appear under the Phone Number column. Click the Ok button to retain changes.
Creating a Time Schedule Setting up a Time Schedule for an Auto Attendant After the menu items for the Business and After Hours are modified or created, time schedules can be set up for when the Business Hours and After hours menus selections are available and greetings are played. Every Day All Day is the default setting and will play the same greeting 24/7, unless, a Time Schedule has been created. Once the Time Schedule(s) have been created, they will be listed as a selection in the Business hours drop down box.
To Create a Time Schedule for your Auto Attendant, follow the steps below.
Step
7
Action
1
Access Main Menu Profile
2
Select Schedule
3
Click the Add button in the Schedule Screen
Business Solutions
8
4
Enter Time Schedule Name and select if it is a Holiday or Time Schedule. Select OK
5
Click on the Schedule to edit.
6
Click Add
Business Solutions
7
Enter Event Name
8a
Daily Schedule: Start Date & End Date should be same day Start time & End time should reflect your business hours Under the Recurrence Pattern select Daily
9
Business Solutions
8b
Weekly Schedule: Start Date & End Date should be same day Start time & End time should reflect your business hours Under the Recurrence Pattern select Weekly Check all days that apply to Start Time & End Time
10
Business Solutions
8c
Monthly Schedule: Start Date & End Date sould be same day Start time & End time should reflect your business hours Under the Recurrence Pattern select Monthly Enter Month date or weekday
8d
Yearly Schedule: Start Date & End Date Should be same day Start time & End time should reflect your business hours Under the Recurrence Pattern select Yearly Enter Month and Date or Month and weekday
11
Business Solutions
9 10
Once your Time Schedule is set up select OK Go back to the Auto Attendant to modify screen Select the new business hours schedule from the business hours drop down box. Click OK
After Hours Menu You can make available different menu items for callers after normal business hours by creating an After Hours Menu
Note: If you use a Business Hours Schedule, be sure to record your After Hours greeting through the Voice Portal, or upload a file. It is not necessary to create a Time Schedule for the After Hours as the greeting and menu items will automatically be played and available to the caller, after the Business Hour Time Schedule has been created.
Creating a Holiday Schedule During Holiday’s your office may operate with different business hours requiring a different schedule and greeting. For Holiday’s, you may set up a separate Auto Attendant only for Holidays use, or, use your existing Auto Attendant and change your greeting to reflect the times your company will be unavailable during a Holiday.
Setting up your Holiday Schedule Step
12
Action
Business Solutions
1
Access Main Profile Page > Schedule
2
Click the Add button located at the bottom or top of the screen
3
13
Enter the name of the Holiday in the Schedule Name and select Holiday for the Schedule Type. Select OK
Business Solutions
14
4
Select Holiday Schedule to Edit
5
Select Add
Business Solutions
6
Enter the dates and name of your Holiday’s. You may decide to create a separate Holiday schedule for each holiday; in that case, only one holiday would be entered per schedule. The Holiday Schedule is created and ready to be selected in the Auto Attendant.
7
Thanksgiving Example: Enter the Thanksgiving Start & End Date Mark as an All Day Event if closed for both days Recurrence Pattern should be Yearly Set criteria for the 4th Thursday in November
15
Business Solutions
8
Christmas Example: Enter the Christmas Start & End Date Mark as All Day Event if closed for multiple days Recurrence Pattern Should be Yearly Enter the Day & Month of recurrence
9
In order to set up Holiday Schedule to work in the Auto Attendant: Go back to the Auto Attendant Modify Screen. In the Holiday Screen Text Box, use the Drop down arrow and select the Holiday Schedule you created. By changing the Business Hours to “Every Day All Day” it will play your Holiday Greeting 24/7. Next, record or load the After Hours Greeting to play for the Holiday Schedule
The holiday schedule will play the After Hours menu options and greeting. To remove the holiday greeting, select “none” on the holiday drop down list and revert back to the previous settings. The After Hours greeting will need to be re-recorded or loaded with the previous after hours greeting.
Record/Change an Auto Attendant Greeting There are two greetings you can record for your Auto Attendant using the Voice Portal; the Business Hours and After Hours greetings.
To Record or Change an Auto Attendant Greeting The Auto Attendant may be accessed from any IP phone in your network or, from any outside phone. You will need your Voice Portal Number or extension to access the Auto Attendant.
16
Business Solutions
From any IP phone in Company Network Step
Action
1
Dial the extension of the Voice Portal Number
2
Press the * Key
3
When Prompted for the Mailbox ID, enter the extension of your Voice Portal Number
4
Enter your passcode followed by the # Key
5
Press 1 to Change an Auto Attendant Greeting
6
If you have more than one Auto Attendant, enter the extension of the Auto Attendant you are changing
7
Press 1 to change the Business Hours Greeting
8
Press 2 to change the After Hours Greeting
Business Hour Menu
Press 1 to Change Business Hours Greeting Press 1 to Record Business Hours Greeting Press 2 to Listen to current Business Hours Greeting
Attendant Greeting
If you have more than 1 Auto Attendant, enter the extension of the Attendant you are changing. Press 1 to change the Business Hours Greeting Press 2 to change the After Hours Greeting
Note: If there are multiple Auto Attendants to manage and record, you will be assigned an extension or ID for each auto attendant
After Hour Menu
Press 2 to Change After Hours Greeting Press 1 to Record After Hours Greeting Press 2 to Listen After Hours Greeting
Note: If you are looking for the extensions of the Auto Attendants, please print or refer to your Enterprise Directory. (Select a user within your group> once in their profile select Utilities> Within Utilities select Enterprise Directory> Select Enterprise Directory Summary)
17
Business Solutions
From Outside Your Network When accessing your auto Attendant from an outside phone you will need your Voice Portal Number.
Step
Action
1
Dial the Voice Portal Number
2
When prompted for the Mailbox ID, enter the extension of your Voice Portal followed by the # Key
3 4
Enter your passcode followed by the # Key Press 1 to change an Auto Attendant Greeting If you have more than 1 Auto Attendant, enter the extension of the Auto Attendant you are changing.
Press 1 to change the Business Greeting
Press 2 to change the After Hours Greeting
Note: If there are multiple Auto Attendants to manage and record, you will be assigned an extension for each Auto Attendant.
18
