Managing auto-attendants

An Auto Attendant enables your office phone to pick up incoming calls and provide them with useful information or deliver them to a specific group.

 

On the Auto-attendants page, you can:

 

Auto-attendants list

The Manage Auto-attendants window shows a list of users created, along with the selected information about them:

auto-attendat_page.png

 

On the Auto-attendants homepage you can:

 

To edit the information displayed:

  • Click on settings_icon.png to open the settings pop-up:
    auto-attendat_setting.png
  • On the pop-up:

    • Click on the check box of the information you want displayed.
    • The selected columns have a Settings_pop-up_check.png and are presented on a list on top.
    • The unselected columns have a Settings_pop-up_uncheck.png and are present on a list below.
    • Click SAVE to apply changes.

    The information available for selection is:

    Name  -  The auto-attendant identification.
    Phone Number  -  The auto-attendant phone number.
Tip: Click on an auto-attendant, from the list, to open that auto-attendant configuration page.

 

To refresh the information displayed:

  • Click on Users_REFRESH.png.

 

To filter the information displayed:

  • Click on Users_filter.png.
  • Select a category from the drop-down menu.
  • On the selected category, click on Users_filtericon.png.
  • Select the desired itens.
Note: Click on Users_filternot.png to delete the filter.

  

To delete an auto-attendant:

  • Select the auto-attendant(s) by clicking on the row's checkbox.
  • On the top right-side of the screen, click on Users_delete.png to delete the auto-attendant(s).
                        or
  • Click on Users_actions.png on the auto-attendant's row.
  • Click on Delete from the drop-down menu.

  

Add Auto-attendants

Add auto-attendants allows you to create a new auto-attendant:

  • Click on auto-attendat_create_icon.png to open the Create Auto-attendant pop-up:
    auto-attendat_new.png
  • On the Create auto-attendant pop-up window:

    • Insert the name of the auto-attendant (mandatory).
    • Select a phone number from the drop-down menu or insert a phone number manually (mandatory).
    • Drag an image file or click to upload an image file.
    • Click CREATE to apply changes and close the pop-up window.

  

Edit Auto-attendants

Click on the auto-attendant, on the list, to open the Auto-attendant Profile:

auto-attendat_configure.png

Edit Auto-attendants allows you to:

 

Edit auto-attendant information

Click on User_profile_edit.png to open the auto-attendant pop-up window:
auto-attendat_edit.png

On the Edit auto-attendant pop-up window:

  • Insert the name of the auto-attendant (mandatory).
  • Select a phone number from the drop-down menu or insert a phone number manually (mandatory).
  • Drag an image file or click to upload an image file.
  • Click SAVE to apply changes and close the pop-up window.

 

Edit auto-attendant profile

Click on User_profile_actions.png to open the drop-down menu:

auto-attendat_configure_profile.png

On the drop-down menu you can:

  • Delete - Delete the auto-attendant.

 

Configure the auto-attendant working hours

Click on User_profile_edit.png to open the working hours pop-up window:
auto-attendat_workinghours.png

On the pop-up:

  • Select a working schedule from the drop-down menu.
  • Click SAVE to apply changes.
Note: To know how to create working schedules, click here.

 

Configure the auto-attendant behavior inside working hours

Click on User_profile_edit.png to open the inside working hours pop-up window:
auto-attendat_insideworkinghour.png

On the pop-up window:

  • Select, on Audio welcome announcement, if the clients will hear a message.
    • If  Audio welcome announcement is activated, select the audio from the drop-down menu.
      Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Click on Campaigns_routing_preview.png to listen to the selected audio file.
  • Select, on Audio on hold music, the message clients will hear, from the drop-down menu.
    Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Click on Campaigns_routing_preview.png to listen to the selected audio file.
  • On Interactive voice response (IVR)select if calls are routed to the same destination or are routed based in selected key.
    • If Call are routed based on selected key is selected, the pop-up expands:
      auto-attendat_insideworkinghourexpanded.png
    • Select, on Destination options announcement, the message clients will hear, from the drop-down menu.
      Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
    • Click on Campaigns_routing_preview.png to listen to the selected audio file.
    • Insert the time before detecting an invalid option.
    • Select, on Enable Direct Inward System Access (DISA), if callers navigate trough the IVR or if they can directly dial a specific extension.
      • If Callers can directly dial a specific extension or distribution group is selected, select the message clients will hear, from the drop-down menu.
        Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
      • Click on Campaigns_routing_preview.png to listen to the selected audio file.
    • Select on Detect invalid option if the destination options announcement is repeated or if a customized path is taken.
      • If you select to customize a path:
        • Select the message clients will hear, from the drop-down menu.
          Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
        • Click on Campaigns_routing_preview.png to listen to the selected audio file.
        • Select the action upon invalid option:
          • Reject
          • Deliver
          • Repeat
    • Click on ADD OPTION to open the Inside working hours option pop-up window:
      auto-attendat_insideworkinghours_keys.png
  • On the Inside working hours option pop-up window:
    • Select a button from the drop-down menu.
    • On Action, select Reject, Deliver or Repeat, from the drop-down menu.
    • If Deliver is selected, select a phone number, from the drop-down menu.
    • Click SAVE to apply changes and close the pop-up window.
    • Repeat the process as many times as needed to have all IVR options created.
  • Click on User_profile_deletecampaign.png to delete numbers from the extension's list.
  • Click SAVE to apply changes and close the pop-up window.

 

Configure the auto-attendant behavior outside working hours

Click on User_profile_edit.png to open the outside working hours pop-up window:
auto-attendat_outsideworkinghours.png

On the outside working hours pop-up window:

  • Select, on Audio welcome announcement, the message clients will hear, from the drop-down menu.
    Note: If you select Create Announcement, a pop-up window will appear. To know more about Create Announcement, click here.
  • Click on Campaigns_routing_onoff.png if audio welcome message is skipped.
  • Click on Campaigns_routing_preview.png to listen to the selected audio file.
  • Select if  calls will be redirected or not.
    • If you select to deliver calls, select the phone number from the drop-down menu.
  • Click SAVE to apply changes.
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