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:

• See auto-attendants created
• Create auto-attendants
• Edit auto-attendants

 

Auto-attendants list

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

 

On the Auto-attendants homepage you can:

• Edit the information displayed
• Refresh the information displayed
• Filter the information displayed
• Delete an auto-attendant

 

To edit the information displayed:

• Click on  to open the settings pop-up:
  

• On the pop-up:

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

  The information available for selection is:

  Name	-	The auto-attendant identification.
  Internal Number	-	The auto-attendant phone number.
  Is Custom		If the IVR is custom made.

Tip: Click on an auto-attendant, from the list, to open that auto-attendant configuration page.

 

To refresh the information displayed:

• Click on .

 

To filter the information displayed:

• Click on .
• Select a category from the drop-down menu.
• On the selected category, click on .
• Select the desired itens.

Note: Click on  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  to delete the auto-attendant(s).
  or
• Click on  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  to open the Create Auto-attendant pop-up:
  

• On the Create auto-attendant pop-up window:

  • Insert the name of the auto-attendant (mandatory).
  • Insert an Internal number.
  • Insert the maximum number of calls the Auto-Attendant can deal with at the same time (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:

Edit Auto-attendants allows you to:

• Edit the auto-attendant information
• Edit the auto-attendant profile
• Configure the auto-attendant working hours
• Configure the auto-attendant behavior inside working hours
• Configure the auto-attendant behavior outside working hours
• Configure phone numbers

 

Edit auto-attendant information

Click on  to open the auto-attendant pop-up window:

On the Edit auto-attendant pop-up window:

• Insert the name of the auto-attendant (mandatory).
• Insert an internal number.
• Insert a maximum number of calls (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  to open the drop-down menu:

On the drop-down menu you can:

• Delete - Delete the auto-attendant.

 

Configure the auto-attendant working hours

Click on  to open the working hours pop-up window:

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  to open the inside working hours pop-up window:

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  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:
    
  • Select, on Audio IVR menu 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  to listen to the selected audio file.
  • Insert the time before detecting an invalid option.
  • 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  to listen to the selected audio file.
      • Select the action upon invalid option:
        • Reject
        • Deliver
        • Repeat
  • 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  to listen to the selected audio file.
  • Click on ADD OPTION to open the Incoming call options pop-up window:
    

• On the 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.
  • If Deliver is selected, select to toggle an audio button announcement.
  • 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  to delete numbers from the extension's list.
• Click SAVE to apply changes and close the pop-up window.

Creating multi-level IVR

On adding an option:

• Select a different button.
• Press Deliver, under action.
• Select a different autoattendant when selecting a number.
• Create a menu under the autoattendant selected above.

One IVR will connect to the other. 

 

Forwarding to an external number

On adding an option: 

• Select a different button.
• Press Deliver, under action.
• Type the external number in the search bar.
• Press

The external number will be added to the list.

 

Configure the auto-attendant behavior outside working hours

Click on  to open the outside working hours pop-up window:

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  if audio welcome message is skipped.
• Click on  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.

 

Configure the auto-attendant phone numbers

Click on  to open the phone numbers pop-up window:

On the phone numbers pop-up window:

• Click on  to open the add numbers pop-up window:
  
  
  • On the add numbers pop-up window:
    • Select the desired number.
    • Click ADD NUMBERS to apply changes
• Click on  to apply changes and close the pop-up window.