How To Manage Auto Attendants

Displaying the Auto Attendants Page

All auto attendant tasks are performed from the Auto Attendants page. To display this page, click the Auto Attendants icon on the menu bar:

The following figure shows an example of the Auto Attendants page. The button at the top-right side of the page refreshes the information on the page.

Adding Auto Attendants

The following procedure describes how to add auto attendants.

1. 1 From the Auto Attendants page, click the Add Attendant button. The Add an Auto Attendant pop-up window appears.
2. 2 Complete the fields (see Table 6‑1).

   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. Choices shown are the ones previously configured using the procedure under "Adding Time Frames" on page 74.

3. 3 Click Continue. A page similar to the following appears.
4. 4 Complete the fields (see Table 6‑2).

   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. See "Recording Intro Greetings and Menu Prompts" on page 47).
   Menu Prompt	Click in the text box or click the icon to upload or record a menu prompt (see "Recording Intro Greetings and Menu Prompts" on page 47).
   Dial Pad Menu	Routes 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 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 unassigned key is pressed = sets the action if an unassigned key is pressed.

5. 5 Click Save.

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. 1 From Auto Attendants page, click the icon next to Intro Greetings. A Manage Greetings pop-up window similar to the following appears.
2. 2 From this pop-up window:
   • - To play a greeting, click the icon.
   • - 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.
   • - To record a new greeting, hover over it, and then click 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.
   • - To delete a recording, hover over it, and then click the icon at the far right of the row. At confirmation prompt, click Yes to delete the recording or No to retain it.
   • - When you finish, click Add Greeting followed by Done.

To record a menu prompt:

1. 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 similar to the following.
2. 2 Complete the fields (see Table 6‑3)

   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.

3. 3 Click Save in the Manage Audio pop-up window.

Editing Auto Attendants

There might be times when you need to edit auto attendants.

1. 1 From the Auto Attendants page, either:
   • - Click a name OR
   • - Hover over a name, and then click the icon at the far right of the Auto Attendants page. For example:

     …click this icon

     Click a name or… icon

     Either step displays a pop-up window similar to the following.

2. 2 Complete the fields (see Table 6‑2 on page 46).
3. 3 Click Save.

Deleting Auto Attendants

If you no longer need an auto attendant, you can delete it from the system.

1. 1 From the Auto Attendants page, hover over the auto attendant, and then click the icon at the far right of the row. A confirmation prompt appears.
2. 2 Click Yes to delete the auto attendant or No to retain it.

   Click this icon

Auto Attendant Best Practices

When configuring your auto attendant, observe the following best practices:

q 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.

q If callers know with whom they want to talk, assist them by providing options such as:

• - "Dial your party's extension at any time."
• - "Press x for a dial by name directory."
• - "Press x for the first available person/general voicemail."
• - "Press 1 for Bob, 2 for Susan," and so on. However, this approach does not scale well.

q If callers do not know a specific person but need a function, provide options such as:

• - "Press x for a dial by name directory."
• - "For sales, press 1."
• - "For customer service, press 2."
• - "For accounting, press 3."

Keep greetings brief. Do not flood callers with too much information (hours, directions, fax numbers). Instead, place that information into a "play message" option.