Auto Attendants
Auto Attendants answer incoming calls automatically and help direct callers to the person or department they want. Callers can listen to a list of services and decide which one best suits their need, use the dial by name option to connect to an employee directly, or listen to the company phone directory for the extension of an employee.
You can set up from 1 to 9 Auto Attendants depending on customer needs. Each Auto Attendant can be assigned to one or more CO Lines, DID Lines, SIP Proxies, SIP Gateways, or Digital Lines. For example, one Auto Attendant can be used to answer calls for Sales and another for Support. In this case, route the Sales phone number to the first Auto Attendant and the Support phone number to the second.
Greetings can be recorded for each Auto Attendant and the greetings can be configured to change, depending on the time of day.
Configuring an Auto Attendant
From the Allworx Home page, click Phone System and then click Auto Attendants.
The nine Auto Attendants are numbered (by default) 431 to 439. The list of Auto Attendants shows the attributes assigned to each one. Click the Modify link for the Auto Attendant to be configured.
The menu shortcuts are used to route the call to the proper destination. For example to route the call to the support group at Ext 231, you would configure "Digit" 1 to route to Extension 231 then record your cutom message telling the caller to press in order to reach the support group.
The following options are available
Recording Auto Attendant Greetings and Messages
In addition to the Prompts selected, you can record nine (9) greetings and one (1) custom message for each Auto Attendant. One of the greetings, the custom message, and the prompts are played in this order:
Follow these steps to record a new greeting:
1. Dial the Auto Attendant extension (431-439) you want to change. You will hear the default welcome greeting.
Note: If the system is configured for Dual Language Support, the new greetings and messages will be associated with the current language in this Auto Attendant. To record greetings and messages for an alternate language for use by this Auto Attendant, switch languages before proceeding to the next step.
2. Dial # and 9.
3. After the beep, enter the Administrator password, followed by the pound (#) sign.
4. Press 1 to manage Greetings.
Dial Command
1 Greetings
2 Custom Message
4 Call Queues
# Return to the Auto Attendant
5. Press the number that corresponds to the Greeting to be recorded.
6. Press 2 to start recording. Wait for the beep then begin reciting the message. Press # when you are finished. You can adapt the following scripts for your message.
Sample Script
Greeting 0 (Open)
Welcome to , your best source for (product). Dial 1 for store hours and directions. Dial 2 for Sales. Dial 3 for Service. Dial 0 to reach the operator.
Greeting 1 (Closed)
Welcome to , your best source for (porduct). We are currently closed but will re-open at (open time). Our office hours are (hours of operation). If you know your party’s extension, you may dial it now. You may also leave a message in our general mailbox at extension 123.
Custom Message
(Your company) is the premier provider of (product). We specialize in (service). Our latest product is . . .
7. Now select:
1 Save the Greeting
2 Change the greeting
3 Review the greeting
# Cancel the changes
* Replay the options
The above steps can be repeated for each of the Auto Attendants that you desire to configure.
Auto Attendant, configure, program, greeting, message
Auto Attendants answer incoming calls automatically and help direct callers to the person or department they want. Callers can listen to a list of services and decide which one best suits their need, use the dial by name option to connect to an employee directly, or listen to the company phone directory for the extension of an employee.
You can set up from 1 to 9 Auto Attendants depending on customer needs. Each Auto Attendant can be assigned to one or more CO Lines, DID Lines, SIP Proxies, SIP Gateways, or Digital Lines. For example, one Auto Attendant can be used to answer calls for Sales and another for Support. In this case, route the Sales phone number to the first Auto Attendant and the Support phone number to the second.
Greetings can be recorded for each Auto Attendant and the greetings can be configured to change, depending on the time of day.
Configuring an Auto Attendant
From the Allworx Home page, click Phone System and then click Auto Attendants.
The nine Auto Attendants are numbered (by default) 431 to 439. The list of Auto Attendants shows the attributes assigned to each one. Click the Modify link for the Auto Attendant to be configured.
The menu shortcuts are used to route the call to the proper destination. For example to route the call to the support group at Ext 231, you would configure "Digit" 1 to route to Extension 231 then record your cutom message telling the caller to press in order to reach the support group.
The following options are available
- Schedule - Choose the Schedule you have created for switching greetings.
- Include Remote Users - For Multi-site networks. Enable this to include users from other sites in Dial-By-Name.
- Dial-By-Name Menu (#1) - Allows callers to type the spelling of a user’s name based on the setting in the Dial-By-Name Spell Option field.
- Dial-By-Name Prompt - Prompt: Press #1 to dial by name.
- Dial-By-Name Spell Option - Select the spelling method for the Dial-By-Name option.
- Dial-By-Directory Menu - Allows the caller to listen to a list of users and their extension and then enter an extension. Note: Dial-By-Directory will automatically be disabled if there are more than 50 users assigned to the Auto Attendant.
- Dial-By-Directory Prompt - Prompt: Press #2 for a listing of all users and their extensions. Note: Dial-By-Directory will automatically be disabled if there are more than 50 users assigned to the Auto Attendant Dial It Now Prompt - Prompt: If you know your party's extension you may dial it now.
- End Call Prompt - Prompt: Press 9 or hang up to end your call. Repeat Options Prompt - Prompt: Press * to listen to these choices again.
- Speed Dial Numbers - (support for system speed dials 350-399, 34000-34999 from main menu)
Recording Auto Attendant Greetings and Messages
In addition to the Prompts selected, you can record nine (9) greetings and one (1) custom message for each Auto Attendant. One of the greetings, the custom message, and the prompts are played in this order:
- Business Schedule Greeting
- Custom Message (This does NOT change based on the Business Schedule)
- Other optional prompts.
Follow these steps to record a new greeting:
1. Dial the Auto Attendant extension (431-439) you want to change. You will hear the default welcome greeting.
Note: If the system is configured for Dual Language Support, the new greetings and messages will be associated with the current language in this Auto Attendant. To record greetings and messages for an alternate language for use by this Auto Attendant, switch languages before proceeding to the next step.
2. Dial # and 9.
3. After the beep, enter the Administrator password, followed by the pound (#) sign.
4. Press 1 to manage Greetings.
Dial Command
1 Greetings
2 Custom Message
4 Call Queues
# Return to the Auto Attendant
5. Press the number that corresponds to the Greeting to be recorded.
6. Press 2 to start recording. Wait for the beep then begin reciting the message. Press # when you are finished. You can adapt the following scripts for your message.
Sample Script
Greeting 0 (Open)
Welcome to , your best source for (product). Dial 1 for store hours and directions. Dial 2 for Sales. Dial 3 for Service. Dial 0 to reach the operator.
Greeting 1 (Closed)
Welcome to , your best source for (porduct). We are currently closed but will re-open at (open time). Our office hours are (hours of operation). If you know your party’s extension, you may dial it now. You may also leave a message in our general mailbox at extension 123.
Custom Message
(Your company) is the premier provider of (product). We specialize in (service). Our latest product is . . .
7. Now select:
1 Save the Greeting
2 Change the greeting
3 Review the greeting
# Cancel the changes
* Replay the options
The above steps can be repeated for each of the Auto Attendants that you desire to configure.
Auto Attendant, configure, program, greeting, message