Auto Attendants

Auto Attendants



Auto Attendants

Auto Attendants give you the ability to share information with your callers and/or give choices before routing the call to you.   
  1. We will set up all of your Auto Attendants for you initially.  After the Auto Attendant(s) are created, you will have the ability to adjust the Greetings and Options of the Auto Attendant. 


What Are the Advantages to Using an Auto Attendant?

Auto Attendants can be used in multiple ways to ensure that your customers reach the right department, every time.   

Here are just some of the advantages of Auto Attendants:
  1. 24/7 Routing - Auto Attendants can be used both during and after Business Hours to present your customers with both choices and information.  You can share business hours, give directions, offer a dial-by-name directory, and even route to On-Call employees.
  2. Accurate Routing of Calls -  Auto Attendants allow customers to control the routing of their own call to ensure they reach the right destination.  They also help eliminate unnecessary transfers and frustration. 
  3. Efficiency - Auto Attendants allow your staff to work with less interruption, reducting costly mistakes and increasing employee retention.
  4. Promoting Your Business - Having consistent branding for your business increases your visibility and recognition.  You can even use Auto Attendants to create timed Greetings that promote special offers!
  5. Spam Call Reduction - One optional configuration of Auto Attendants includes the ability to require the caller to make a choice to be connected, defeating the majority of robo-dialers and Spam callers.  If you prefer, instead of requiring the caller to make a choice, you may set a delay after the initial Menu Greeting instead. 


How Do I Add Auto Attendants to My Routing?

Auto Attendant Routing is included in both our Business Basics and Business Essentials Plans. 
  1. Just contact us if you would like to add an Auto Attendant to your Routing.  We will configure your Auto Attendant to support your business needs, whatever they may be. 

How Do I Check "Where" an Option Goes in the Auto Attendant?

When looking at an Auto Attendant, the Dial Pad will make it clear where each option will route once selected by your customer.   

  1. Although it is always best to have us adjust your Auto Attendants, Advanced User and Office Manager permission levels are able to make changes to existing Auto Attendants. 

Instructions
  1. In your Portal, select the Auto Attendants option. 


    1. You must be in your Manager View to change the Domain's Auto Attendant settings.  If you are not in your Manager View, click Manage Organization or Manage Call Center to toggle.


  2. Select your Auto Attendant.

  3. Under Dial Pad Menu, each programmed option will be displayed.  Simply select the number to view what is currently programmed. 


    1. Alternatively, you may hover over the number to view the selection.


  4. Selecting Play under Menu Prompt will allow you to listen to your current Auto Attendant Greeting to ensure that it matches the programmed number. 


  5. When you have completed your check of your Routing, simply choose Cancel to exit the Auto Attendant without changing your programming. 



How Do I Update My Auto Attendant Menu Greeting?

  1. While in your Manager View, click the Auto Attendants Tab. 
    1. You must be in your Manager View to change the Domain's Auto Attendant settings.  If you are not in your Manager View, click Manage Organization or Manage Call Center to toggle.


  2. Choose your Auto Attendant from the list by clicking it. 

  3. You will have the option to play, download, and/or edit the current Menu Prompt greeting. 


  4. Click the Manage Audio edit pencil. 


  5. Your Greeting options will open in a new window.  You may set up a Greeting by using:
    1. Text-to-Speech:  Type out your message. Choose your Voice and click the Play icon to listen to it. Adjust the message if needed. Save.

    2. Upload:  Upload a previously recorded Greeting by clicking Browse. Choose the file.  Type in a Description. Click Upload. 
    3. Record:  You may have our system call you so that you can live-record a Greeting.  Type in a Description. Type in your Extension or phone number, and then click Call.
       
      1. You also have the option of dialing the star code to Record instead.  If you dial the star code from your Extension, you will be able to live record the new Greeting for this Auto Attendant. 
      2. The Star Code is specific to your Domain, Auto Attendant, and Greeting.  The Star Code does not change. You may use the Star Code at a later time to edit the same Auto Attendant Greeting.


Need More Information?

Try our Portal Guides!  Each Permission Level has a Guide specifically created for them with an interactive Table of Contents so that you may skip quickly to the relevant section. 

Admin/Manager Guides

  1. "Office Manager" Admin Guide
  2. "Advanced User" Admin Guide
  3. "Call Center Supervisor" Admin Guide
  4. "Site Manager" Admin Guide

Only have access to your own Extension?  

Your Extension has access to your Voicemail, Profile Settings, Extension Routing, and more!  
  1. "Call Center Agent" Portal User Guide
  2. "Basic" User Portal User Guide

Want to Learn How to Use an Auto Attendant to Send an Automated Text?

Click here for more information:  Text Responder AI.

Want to Learn How to Reduce Spam Calls?

Click here for more information:  How to Block Spam/Unwanted Callers.



Want to learn more about Auto Attendants?

 

Give our Customer Service Team a call at 1-800-676-3995!   We are available Monday-Friday 8am-9pm EST. 

Prefer to open a Request?  Click here to open a Ticket Request!

We’re here to help you find better, easier ways to run your business.



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