How to Setup an Auto-attendant

Follow

The "Auto Attendants" section of the Phonebooth portal allows the Administrators to setup new Auto-Attendants and manage existing Auto-Attendants.

What is an Auto-attendant?

Auto-Attendants (aka voice menus, IVRs, main greetings or call trees) are a powerful way for companies to manage incoming calls. Auto-Attendants allow inbound callers to choose from predefined options to assist in automating call routing. This is great for companies who do not want to personally answer each incoming call. An example of an Auto-Attendant greeting would be, "For sales press "1." For support press "2."

Where do you configure Auto-Attendants?

Auto-Attendants are configured in the Auto-Attendant management section in the Administrative Portal. When you enter the "Auto-Attendants" section, you will see a list of existing Auto-Attendants. From here, you can either edit current Auto-Attendants or add additional ones.

 

How to add an Auto-Attendant

Steps to create a new Auto-Attendant:

  1. To add a new Auto-Attendant click on the  button.
  2. Enter a unique name (at least 5 characters long).
  3. Click on the "Add Auto Attendant" button.

Continue adding or editing an Auto-Attendant

Extension: This is a set of digits that represent this Auto-attendant and allow internal users to call the it directly via the extension. It is used in various parts of the system and is NOT REQUIRED.

  • Can be 3, 4 or 5 digits
  • Cannot be between 899 to 999
  • Cannot start with 911 (i.e. 9110, 91100)
  • Must be unique, no two Auto-attendants or any other destinations can have the same extension.

Phone Number: The phone number area is where you can assign a direct phone number for this Auto-Attendant. It is not a requirement that an Auto-Attendant has a dedicated phone number. Additional phone numbers can be purchased for OnDemand customers.

Strategy: The first thing you should do is think about what experience you want your Callers to have. Write down the calling script first.

Example Script  -  "Thank you for calling Company XYZ. If you know your party's extension, you may dial it at any time. For sales, press 1. For support, press 2. For an operator, press 0. Or press * to hear this message again."

The next thing is to make sure you have setup ALL of your Users and any Groups required to fit your script. If we look at the Example Script, you will see that we need two Groups - one for Sales and one for Support - and you will need to know who will be the Operator. (If the Operator is multiple people, you will need another Group.)

Once all of the outside elements are ready, you can complete the setup of the Auto-Attendant.

Create Greeting

 

 

 Record icon - This will be available immediately. Click on this icon to be presented with the option to enter your phone number. Either put the phone number of an external phone (mobile or other) or extension (internal phone). The default for Phonebooth OnDemand is "Extension" and Phone number" is the sole option for Phonebooth Free customers.  

Play icon - This will become available after recording your Auto-Attendant greeting. Once recorded, click on this icon to play the greeting and make sure it sounds the way you prefer.

Phone Pad Setup: The Phone Pad is where you will assign the actions you want performed when a caller enters an option number.

Setting up Attendant Numbers: Based on the Example Script above, we will need to click on Option 1 and assign "Sales" group. Follow the chart below for where to click and how to setup each group based on the number to be pressed. Repeat for as many number groups as needed.

 

Add an Operator: Next you will want to add an Operator. Click "0" for support and select which user will accept calls as an Operator.

Main Greeting: Finally to make it so that * replays the main greeting you will need to do the following.

 

Options: The Auto-Attendant has an Options section where two actions that can be taken.

Allow dial by extension - If you want callers to be able to dial an extension in this Auto-Attendant, this must be set to YES.

Upload audio greeting - This allows the Administrator to upload a professionally recorded greeting instead of recording one over the phone.

Powered by Zendesk