Auto Attendants – What you need to know
This article provides details on the following Auto Attendant related topics to modify your Auto Attendant settings:
To learn how to modify the Time Schedule, please visit the Time Schedules Article.
A. What is an Auto Attendant?
Auto Attendants are used to route calls to various destinations, employees within your company, specific groups of employees, voice mail, or other outside numbers. Your Auto Attendant will provide incoming callers with your company greeting and dialing menu options. Each Auto Attendant is assigned a unique 10-digit number for identification and setup purposes.
Think about the experience of calling a pharmacy. When you dial the listed telephone number, a virtual receptionist picks up so there is no actual phone that rings to route you to your destination. The virtual receptionist then provides you with a menu of options to dial from. For example, “Thank you for calling ABC Pharmacy. Press 1 for Refills, Press 2 to speak to the pharmacist, press 3 for store hours.”
- The Auto Attendant has two modes, one for business hours and the other for after hours. Each mode allows administrators to set up options 1 – 9, #, and * to present callers with different options from which to select. To route callers to another set, or branch of options, an additional Auto Attendant must be assigned to your account. To add an additional Auto Attendant to your account, please contact your site administrator.
- To route calls based on the time of day (e.g., after hours versus traditional business hours), you must configure an Auto Attendant schedule. You can also configure a company holiday schedule to identify the dates of holidays your company recognizes. On designated holidays, the after-hours greeting and menu dialing options are played to callers.
- To run the same greeting at all times of the day, you do not need to create and assign a time schedule to your Auto Attendant.
- If you require a unique message, greetings can be uploaded to the My Account portal as a .wav file or recorded from the Voice Portal.
B. How do I modify my Auto Attendant Profile?
1. Login to the My Account Portal.
2. Click the My Site tab at the top of the screen.
3. Select a site on the left. The My Site dashboard appears displaying quick links.
4. Click the Site Services tab at the top of the screen
5. Click Set Up Auto Attendant.
6. Select the Auto Attendant you want to configure.
7. Click Edit.
8. The Edit Auto Attendant pop-up appears.
9. By default, the phone number assigned to the Auto Attendant displays in the Auto Attendant Name field. You can change the default number by entering a name for your Auto Attendant. Create a name that reflects the purpose of this specific auto attendant (e.g., Main Line Auto Attendant). Note, this phone number may also be a lead number.
10. Modify the Extension assigned to the Auto Attendant, if applicable.
11. Select a Dialing Options: Enterprise or Site.
• Enterprise – callers who reach the Auto Attendant and choose to dial by name or extension can reach any user at any location within the entire company.
• Site – callers who reach the Auto Attendant and choose to dial by name or extension can reach any user located at the specific site associated with this Auto Attendant.
Note: Though the Enterprise option is available, at this time customers only have access to Site Dialing Options.
Assign a time schedule to the auto attendant. The selected time schedule determines when callers will hear your greetings.
Select Business Hours and/or After Hours to allow callers to reach users by dialing their extension any time during the business hours or after hours time schedule.
C. How do I modify the dialing menu for Business Hours and After Hours?
1. Click on the Settings tab to configure the business hours and/or after hours menu and click Edit.
Here you will determine which action the Auto Attendant will take when an incoming caller chooses a particular number of symbol on the keypad.
2. Double-click a row to change the settings. The Edit Keypad Settings pop-up appears. The keypad numbers that can be configured include numbers 0-9, star (*) and pound (#).
3. Enter a Description (e.g., Customer Service).
4. Select the Action for business hours from the drop-down list.
Dial by Extension: This action lets callers dial by recipient Extension, using the numbers on the Keypad.
- Dial by Name: This action permits callers to dial by recipient name, using the letters on the Keypad.
- Exit Menu: This action allows callers to exit the menu system. This will terminate the call.
- Not Used: This is the default when an action has not been selected for that digit or character.
- Repeat Menu: If selected, this action will repeat the Greeting and Menu options.
- Transfer to Extension with Prompt: Callers are sent to a pre-configured User Extension. As soon as the caller chooses this option, a prompt will play a message before the transfer is placed. It will include the User’s name as recorded in the Voicemail box.
- Transfer to Extension without Prompt: Callers are sent to a pre-configured User Extension. This option will route the caller as soon as it is selected.
- Transfer to External Number with Prompt: This action routes callers to a phone number that is not a User or Extension within the company. For example: A third-party answering service or corporate call center.
- Transfer to External Number without Prompt: This action routes callers to a phone number that is not a User or Extension within the company. For example: A third-party answering service or corporate call center.
- Transfer to Internal Number with Prompt: This will route callers to a selected User’s phone number within the company. As soon as the caller chooses this option, a prompt will play a message before the transfer is placed. It will include the User’s name as recorded in the Voicemail box.
- Transfer to Internal Number without Prompt: This will route callers to a selected User’s phone number within the company. This option will route the caller as soon it is selected.
- Transfer to Operator – External: This will redirect callers to a configured operator, who will receive all calls that “time out” when a caller does not choose an option from the Auto Attendant. You will enter the phone number to which to route callers here.
- Transfer to Operator – Internal: This will redirect callers to a configured operator, who will receive all calls that “time out” when a caller does not choose an option from the Auto Attendant. You can select from existing phone numbers in the system.
- Transfer to Voicemail: This selection places callers directly into the Voicemail box of the Extension entered in the “Transfer To” Field.
* Where applicable, enter the destination to which the call should be transferred.
5. Check Duplicate for after hours. This will duplicate this keypad’s function during after hours.
6. Select an Action for after-hours control from the drop-down list.
7. Click Save.
D. How do I run a Utilization Report?
Auto Attendant utilization reports show the total received calls.
1. Click the Utilization Report tab on the Edit Auto Attendant screen.
2. Select the Start Date and End Date for which you want to view received calls.
3. Click Generate Report. The report information appears at the bottom of the screen.
E. How do I change my Auto Attendant Greeting?
Auto Attendant Greetings are used to present callers with options to dial from on the auto attendant. These greeting can be customized and uploaded to the My Account portal, or recorded from the Voice Portal.
To modify the greeting from the My Account portal:
Click the Greeting tab on the Edit Auto Attendant screen.
By default, the system greeting is assigned. NOTE: The default greeting states the following – “Welcome. You call is being answered by an automated attendant. If you know your party’s extension, Press one (1). To use our automated name directory, Press two (2). If you would like to speak to an operator, Press zero (0). Thank you for calling,”
Check Custom to use a custom greeting.
Click Business hours upload to upload a custom greeting. For greeting files to properly upload, they must be saved as a .wav file in CCITT u-Law 8.000 kHz, 8 bit Mono attributes with a maximum file size of 2MB. Using a basic sound converter allows you to save your .wav file in this format.
Each auto attendant includes a greeting option for After Hours callers. Repeat step 2 for the after-hours greeting.
Note: We recommend using the BroadSoft Recorder application to record your greetings, and music on hold. Available in the Apple and Android app stores; recordings created with the application can be exported via email.
To record your Auto Attendant Greeting from a phone using the Voice Portal:
Optionally, you can record you auto attendant greeting by dialing the Voice Portal from any phone.
1. Click the Site Services tab.
2. Click Voice Portal to locate your Voice Portal number and Voice Portal extension.
3. Dial your Voice Portal number.
4. If initially prompted to enter your passcode, press * to return to the enter mail box ID prompt.
5. At the enter mail box ID prompt, enter the Voice Portal extension followed by #.
6. At the enter passcode prompt, enter the Voice Portal administrator passcode followed by #.
Note: If you do not have your default Voice Portal Passcode, you can set a new one. It must consist of numbers only.
• Enter the new Voice Portal password.
• Confirm the new Voice Portal password.
• Click Save.
7. Press 1 to change Auto Attendant greetings.
8. Press 1 for Business Hours. Then record the greeting at the prompt.
9. Press 2 for After Hours then record the after hours greeting.