This section provides an example of how to create a custom Auto Attendant. The Auto Attendant is being created for the fictitious company, Ace Automobiles. Ace Automobiles specializes in the sales and repair of blue, red, and old cars. They have divided their sales and service teams based on a blue, red, or old car specialty.

Pre-requisites

Before setting up the Auto Attendant for Ace Automobiles, you must do the following:

Part A: Create the Auto Attendant

  1. Expand Company Settings and click Auto Attendant in the left menu.
  2. Click Add.
  3. Type the Auto Attendant name and extension number in the General Information section. Note: The drop down menu will suggest the next five available extension numbers. To assign a different number, choose the other option, and enter a valid extension number. The standard range of extension numbers for Auto Attendants is from 700 to 899. 
  4. Select English from the Default Language list.
  5. Check the Time of Day Greetings check box in the Time of Day Greeting section to turn on the Time of Day Greetings. Type prompt text in the fields provided for each Time of Day Greeting. These scripts will assist as a guide while voicing the actual greetings. 
    • Morning greeting
    • Afternoon greeting
    • Evening greeting

Part B: Configure the Auto Attendant Main Menu Options

  1. Click Main Menu in the Auto Attendant Menu section. This will automatically save the Auto Attendant that you created in Part A.
  2. Type text in the Introductory Prompt field for the Main Menu menu prompt: "Thank you for calling Ace Automobiles."
  3. Define the Auto Attendant Main Menu menu option for each phone Key by selecting a choice from the Send Caller To list. At the same time type prompt text in the Wording for Prompt fields that you can use as a reference when recording your prompts.

Please note:
When defining Auto Attendant phone key options, keep in mind how you have assigned extensions to your users, call groups, and Auto Attendants. One example of how the Ace Automobiles Auto Attendant main menu could be defined is provided below. The reasons and any limitations for the menu options selected are also provided.

Explanation

  • Phone keys 1—5 are defined as an Extension option, which allows a caller to type in the extension for any user to reach them.

Reason: The valid extension range for users at Ace Automobiles is 100 – 599.

  • Phone key 6 is defined as a Sub-menu option which will be used to access a separate menu for the sales team.

Reason: A sub-menu was required because there would not be enough phone keys to allow direct mapping for all users and call groups on the main menu.
Limitation: Selection of phone key 6 for the sales submenu means that call groups cannot be accessed from the main menu by dialing their extension (the valid extension range for call groups is 600 – 699).

  • Phone key 7 is defined as a Sub-menu option which will be used to access a separate menu for the service team.

Reason: A sub-menu was required because there would not be enough phone keys to allow direct mapping for all users and call groups on the main menu.
Limitation: Selection of phone key "7" for the service submenu means that if Ace Automobiles had multiple Auto Attendants, they could not be accessed from the main menu by dialing their extension (the valid extension range for Auto Attendants: 700 – 899).

  • Phone key 9 is defined as a Last Name Directory option to allow a caller to reach employees by typing in the letters of their last name on the phone key pad.

Reason: Provides a means of reaching employees when the caller does not know their extension.

  • Phone key 0 is defined as a User option to allow a caller to transfer directly to a receptionist.

Reason: Provides an easy way to reach a person when the caller does not want to navigate the Auto Attendant menu.

  1. Select the number of times that you want the Auto Attendant menu prompts to be repeated from the Play menu prompt list.
  2. Define the action that should be taken if the caller to the Auto Attendant does not make a phone key selection after the prompts have been repeated the configured number of times. This could happen, for example, if the caller is calling from a phone that does not have touch tone capabilities.

Select User as the action that should be taken if the caller does not select a phone key. A list of users is displayed adjacent to the list. Select the appropriate user from this list.
Reason: If the caller does not or is not able to select a phone key, they could be transferred to the operator who can then manually direct their call. If the operator is unavailable, the caller is then transferred to the operator's call coverage.

  1. Click Save.

Part C: Configure your Auto Attendant Sales Submenu Options

  1. Select the first Sub-menu in the Auto Attendant Menu section.
  2. Type a sub-menu name and prompt text for the Sub-menu prompt.
  • Menu Name: Sales Menu
  • Introductory Prompt: You have reached the Ace Automobiles Sales Department.
  1. Define the Auto Attendant menu option for each phone Key in the list by choosing from the Send Caller To list. At the same time type prompt text in the Wording for Prompt fields that you can use as a reference when recording your prompts.

One example of how the Ace Automobiles Auto Attendant sales menu could be defined is provided below. In this example, the sales team is reached via call groups that have been set up according to the specialties at Ace Automobiles.

Selecting Call Group will display a list of call groups in the Details area adjacent to the Send Caller To list. Select the appropriate Call Group from this list.

  1. Select the number of times that you want the Auto Attendant menu prompts to be repeated from the Play menu prompt list.
  2. Define the action that should be taken if the caller to the Auto Attendant does not make a phone key selection after the prompts have been repeated the configured number of times. This could happen, for example, if the caller is unsure of what option to select.
  3. Select "User" as the action that should be taken if the caller does not select a phone key. A list of users is displayed adjacent to the list. Select the appropriate user from this list.

Reason: If the caller does not or is not able to select a phone key, they could be transferred to the service manager who can then manually direct their call. If the service manager is unavailable, the caller is then transferred to the service manager's call coverage.

       4. Click Save.

Part D: Record your Greetings and Prompts

  1. Click Record besides the menu that you want to record.
  2. Confirm that the extension of the telephone you will be using to record the prompts and greetings matches the extension in the Extension field. Type a different extension if required.
  3. When the phone rings, lift the handset.
  4. Listen to the audio instructions: "Please record your message after the tone. When you are finished, press "#" for more options".
  5. When you hear the tone, record the prompt into the handset. Use the prompt text on the Record Prompt page as a reference for what to say.
  6. When you are finished, press the # key.
  7. Choose from the following options:
    • To replay greeting press 1.
    • To save greeting press 2.
    • To re-record greeting press 3.
    • To exit without saving press *{}.

Click Record and repeat steps 1 through 7 for the following:

    • Afternoon Greeting
    • Evening Greeting
    • Main Menu prompt
    • Sales Menu prompt
    • Service Menu prompt
  1. Replace the handset.
  2. Click Done.

The Ace Automobiles Auto Attendant is now saved with a custom phone key option configuration and matching custom prompts and greetings recordings.

Part E: Test your Auto Attendant

Test your set-up by calling the extension that you have assigned to your Auto Attendant. Listen to the prompts and greetings to ensure that you are satisfied with them, then select each of the phone keys to ensure they respond as you expected.

Part F: Access your Auto Attendant

To provide access to your Auto Attendant from an external phone, you can assign one of your incoming phone numbers to dial directly into the Auto Attendant. Alternatively, you can choose to have the person whose phone is assigned to your main incoming phone number set call coverage to the Auto Attendant. See Incoming Call Routing. See also "Call Coverage (Busy/No Answer)" in the Phone User Guide.