Information

This article is intended for users with an Office Manager and Site Manager scopes (admin access).

Auto Attendants are interactive voice systems that guide callers through a menu of options, allowing them to direct their call to the appropriate destination.

Typically, the primary company phone number is connected to an Auto Attendant, which efficiently routes incoming calls. Callers can reach their intended party by selecting options from the menu or by directly entering a user’s extension.

Creating a new Auto Attendant

Browse to the Auto Attendant page, and select the Add Attendant tab.

The Add an Auto Attendant pop-up window appears.

Name - This can be any value that is descriptive of the purpose. e.g. 'Main AA'.
Extension - This extension number must be unique and cannot conflict with any existing number(s) or numbering plans. As a best practice, use any nonconflicting four digit or high number that starts with an 8 or a 9 in front.
Timeframe - Always use the 'default' unless instructed otherwise.

Once complete click Add

Recording Menu Prompt

Select the Manage Audio button to record the Auto Attendant greeting.

Here you will have three options on how to record a new greeting.

Text-To-Speech - Text-To-Speech allows you to type your Auto Attendant script (greeting) in the Message box and select one the seventeen voice options. You can review how it sounds by selecting the Play button to listen to it.
- TIP: use commas and semicolons in the script to insert pauses. e.g. 'For Sales; press 1'.
Upload - If you already have a greeting recorded this option allows you to upload that file as the greeting. The greeting must be MP3 or WAV format. Click the Browse button, navigate to and select the file you want to use for your greeting, then click Upload.
Record - This option allows you to record your company greeting in your own voice by calling you to record it. When selecting this option, you will be prompted with a box: 'Call me at'. By default this option will call you at your extension number, however you can also enter a 10 digit phone number, such as your cell phone, so the system can call you to make recording.

Programming Dial Pad Menu

In the Auto Attendant, the Dial Pad Menu is used to route calls to one of a variety of resources.

Click a number, and then select an application from the available options:

User - goes to a user (extension).
Conference - goes to a conference bridge.
Call Queue - goes to a call queue.
Directory - goes to a dial by name directory.
Voicemail - goes to a specific mailbox.
Voicemail Management - allows outside staff to call in and retrieve voicemail.
External Number - forwards to an external telephone number.
Play Message - commonly used for hours and directions.
Repeat Prompt - replays the menu of options to the caller.
Add Tier - adds a submenu with a new greeting and set of options. (only 1 submenu can be added per attendant option).

Attendant Options

Click the "gear" button to open a pop-up window with the following options.

Enable dial by extension - enable (check) or disable (uncheck) dial by extension.
If no key is pressed - sets the default action if no key is pressed.
If unassigned key is pressed - sets the action if an unassigned key is pressed.

Click Done when finished.

NOTE: Timeout before first key press & Timeout after last key press should only be adjusted by a CallRevu technician.

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