Adding an Auto Attendant

The auto attendant receptionist answers the phone and provides a personalized message to callers. This post gives a step by step process for setting up your auto attendant.

ADDING AN AUTO ATTENDANT

1. Under the Services menu, select Auto Attendant.

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2. Click ADD to begin building a new Auto Attendant.

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Building an Auto Attendant

3. Populate the following fields under Auto Attendant Add section:

  • Auto Attendant ID (must be unique)
  • Name
  • Calling Line ID First & Last Name (Use a period “.” for each)
  • Time Zone
  • Business Hours Schedule
  • Holiday Schedule

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4. Click OK.

DESIGNING THE CALL FLOW

5. Build out the call flow for Business Hours per the desired specifications.

  • Key column: These are the numerical options callers will be prompted to press.
  • Description column: This is the internal description for each key
  • Action column: The “action” the call will take (see next page for Action descriptions)
  • Phone Number column: This is the phone number or extension the caller will be directed to when pressing the specified key e.g. Caller presses “2” and is sent to Support at Ext: 4321

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6. Click OK.

Action Descriptions

Action Descriptions:

  • Transfer with Prompt: Caller will hear the name of the person they are being transferred to (as recorded by that user via their phone)
  • Transfer without prompt: Call will simply here ringing after selecting the option
  • Transfer to operator: Caller will hear, “Please wait, while you call is being transferred to the operator.”
  • Name dialing: Caller will be prompted to enter the name of the party they are trying to reach and have the option to transfer their call to that person
  • Extension dialing: Caller will be prompted to dial the extension of the party that are trying to reach

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7. Build out the call flow for After Hours per the desired specifications

  • The After Hours menu is identical to the Business Hours call flow that you created previously. All columns and functions are the same.
  • NOTE: Entering “*55” in front of an extension in the Phone Number column will automatically send the caller to the voicemail of the extension associated with that key

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8. Click OK.

Assigning Addresses

9. Under the Auto Attendant profile section, select “Addresses”

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10. Select the Phone Number drop down and assign the Auto Attendant a number.

  • NOTE: You can also assign the Auto Attendant an extension in the “Extension” field

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11. Click OK.

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