Web Manager: Configuration Menus > Incoming Call Management |
Auto Attendants |
This menu is accessed by selecting Incoming Call Management in the menu bar and clicking Auto Attendant. The menu displays a list of the auto attendants that have been configured for use. It can be used to adjust their settings and to add additional auto attendants.
Auto Attendant
The settings shown for each auto attendant are shown below. These can be changed by double-clicking on the auto attendant.
• | Language: Default = Match system language. This settings controls the language used for auto attendant action prompts. The options are Arabic, Brazilian Portuguese, Canadian French, Cantonese, Danish, Dutch, Finnish, French, German, Italian, Korean, Mandarin, Norwegian, Portuguese, Russian, Spanish, Spanish (Argentinian), Spanish (Latin), Spanish (Mexican), Swedish, Taiwanese, UK English, US English. |
• | Menu Prompt Usage: Default = Each menu uses own prompt. Each time profile option used by an auto attendant can have its own set of actions and therefore may require a separate actions prompt to be played after the appropriate greeting prompt. The settings Each menu uses own prompt does that. Alternately one of the menu options can be selected as the menu option prompt played at all times of day. |
• | Night Service: Default = On. If selected, when the system is in night service, the auto attendant will switch to using its out of hours greetings and menu actions. If not selected, when the system is in night service, the auto attendant will continue using the greetings and menu options as determined by its own time profile settings. |
• | Emergency Service: Default = Off. This field indicates when the auto attendants emergency greeting option has been enabled by someone using the auto attendant. The field can also be used to disable the emergency greeting without having to go through the auto attendant menu. |
Additional settings can be viewed and edited by clicking on the View Details link.
This menu is accessed by clicking on the View Details link next to an auto attendant in the list of auto attendants. It displays the detailed setting for the particular auto attendant.
To return to the list of auto attendants, click on << View All Auto Attendants just below the menu bar. The Caller Actions button can be used to display and configure the options used by the auto attendant in response to caller key presses.
These are the general settings for the auto attendant.
• | Maximum Inactivity: Default = 8 seconds, Range = 1 to 20 seconds. This field sets how long after playing the prompts the auto attendant should wait for a valid key press. If exceeded, the caller is transferred to the operator (the first extension in the system). |
• | Menu Prompt Usage: Default = Each menu uses own prompt. Each time profile option used by an auto attendant can have its own set of actions and therefore may require a separate actions prompt to be played after the appropriate greeting prompt. The settings Each menu uses own prompt does that. Alternately one of the menu options can be selected as the menu option prompt played at all times of day. |
• | Dial By Direct Number: Default = Off. This setting affects the operation of any key presses in the auto attendant menu set to use the Dial By Number action. |
• | If selected, the key press for the action is included in any following digits dialed by the caller for extension matching. For example, if 2 is set in the actions to Dial by Number, a caller can dial 20 for extension 20. |
• | If not selected, the key press for the action is not included in any following digits dialed by the caller for extension matching. For example, if 2 is set in the actions to Dial by Number, a caller must dial 2 and then 20 for extension 20. |
• | Dial by Name Match Order: Default = Last then First. Determines the name order used for keys set to the Dial by Name action. The options are First then Last or Last then First. The |
The auto attendant can provide different greetings and menu actions at different times of day. These fields are used to set the operating hours for morning, afternoon and evening options.
• | If any of the periods overlap, the settings of the first of the overlapping periods are used. |
• | Outside any of these periods when they are enabled, the out of hours settings of the auto attendant are applied. |
• | The settings in the Night Service panel below also indicate specific days on which the out of hours settings override the morning, afternoon and evening settings. |
• | If the auto attendant has the Night Service option enabled, the attendants out of hours settings are used when the system is put into night service. |
• | Morning When selected, the morning greeting and caller actions are used during the times indicated. The internal number to dial to record the greeting for this period is shown below the setting. |
• | Afternoon When selected, the afternoon greeting and caller actions are used during the times indicated. The internal number to dial to record the greeting for this period is shown below the setting. |
• | Evening When selected, the evening greeting and caller actions are used during the times indicated. The internal number to dial to record the greeting for this period is shown below the setting. |
Using the Transfer to Greeting action from an auto attendant, an emergency greeting can be recorded and then enabled or disabled. When enabled, the emergency greeting is played to callers in advanced of any other auto attendant greeting. The internal number to dial to record the greeting is indicated below the setting. Use of this feature requires the system password to be set.
• | Emergency Service: Default = Off. This field indicates when the auto attendants emergency greeting option has been enabled by someone using the auto attendant. The field can also be used to disable the emergency greeting without having to go through the auto attendant menu. |
• | Alarm Extension: Default = 10. When the auto attendant's Emergency Greeting option is enabled, in addition to callers to the auto attendant hearing the emergency greeting, a warning message is also displayed on the extension indicated by this field. Typically this would be the extension of someone who is able to disable the emergency greeting when it is no longer required. |
Normally the auto attendant's out of hours settings are used at any times when the other time profiles (morning, evening and afternoon) are not valid. This set of settings allows you to define specific days and times on those days when the out of hours settings override all the other. This can be used to automatically apply the out of hours settings all day on specific days.
The out of hours settings can also be set to override the other time profiles when the system is in night service. However that method is turned on and off manual using a night service button. The two methods can be combined, but the automatic settings below will still be applied when night service is switched off.
• | Weekly Off This drop down list is used to select the days on which the Out of Office Hours set below should be used to override the other auto attendant time settings. |
• | Out of office hours These fields set the times used for automatic out of hours operation on the days selected above. The internal number to dial to record the greeting for this period is shown below the setting. |
This menu is accessed by clicking on the Caller Actions button on the auto attendant details menu. It displays the key presses that have associated actions.
Separate sets of actions can be configured for use during the morning, afternoon and evening periods defined in the auto attendant detail settings. An additional out of hours set can be defined for use at other time (out of hours).
• | Dial The standard telephone dial pad keys, 0 to 9 plus * and #. The option Fax can also be selected. This can be used with a Transfer to Number action to redirect fax calls. |
• | To The following actions can be assigned to a key. |
• | No Action The corresponding key takes no action. |
• | Dial by Name The caller is asked to dial the name of the user they require and then press #. The recorded mailbox names of matching users are then played back for the caller to make a selection. The name order used is set by the Dial by Name Match Order setting. Users without a recorded name prompt or not set to List in Directory are not included. Users can record their name by accessing their mailbox and dialing *05. |
• | Dial By Number This option allows the caller to dial the extension number of the user they require. No destination is set for this option. The attendant's Dial By Direct Number setting determines how the digits dialed with this action are used. |
• | Transfer to Auto Attendant This option transfers the caller to another indicated auto attendant. This will skip the greeting menu of that auto attendant, playing just the current menu options greeting instead. |
• | Transfer to Emergency Greeting This option transfers the caller to a set of prompts for recording the emergency greeting and for selecting whether the emergency greeting is enabled or not. |
• | If a system password has been set, the caller is asked to enter that password before they can continue. |
• | When the emergency greeting is enabled, it is played to other auto attendant callers before any other auto attendant greeting. |
• | When the emergency greeting is enabled, a warning is displayed on the auto attendant's Alarm Extension. |
• | Transfer to Number Transfer the call to the extension or group set with the action. |
• | Replay Menu Greeting Repeat the prompt listing the current menu options. |
• | To Some actions require a destination to be specified: |
• | For the Transfer to Number action. The drop down list can be used to select from the available extension and groups configured on the phone system. This list contains an option to collect voicemail. |
• | For Transfer to Auto Attendant allows selection of the target auto attendant. The option 76: Modem can be used to select the V32 modem supported by the first analog trunk. This can be used for basic remote access for maintenance. |
The following menu options are displayed when the New Auto Attendant option is clicked on the list of existing auto attendants.
• | Dial By Direct Number: Default = Off. This setting affects the operation of any key presses in the auto attendant menu set to use the Dial By Number action. |
• | If selected, the key press for the action is included in any following digits dialed by the caller for extension matching. For example, if 2 is set in the actions to Dial by Number, a caller can dial 20 for extension 20. |
• | If not selected, the key press for the action is not included in any following digits dialed by the caller for extension matching. For example, if 2 is set in the actions to Dial by Number, a caller must dial 2 and then 20 for extension 20. |
• | Menu Prompt Usage: Default = Each menu uses own prompt. Each time profile option used by an auto attendant can have its own set of actions and therefore may require a separate actions prompt to be played after the appropriate greeting prompt. The settings Each menu uses own prompt does that. Alternately one of the menu options can be selected as the menu option prompt played at all times of day. |
• | Night Service: Default = On. If selected, when the system is in night service, the auto attendant will switch to using its out of hours greetings and menu actions. If not selected, when the system is in night service, the auto attendant will continue using the greetings and menu options as determined by its own time profile settings. |
• | Emergency Service: Default = Off. This field indicates when the auto attendants emergency greeting option has been enabled by someone using the auto attendant. The field can also be used to disable the emergency greeting without having to go through the auto attendant menu. |
© 2011 AVAYA - Issue 01.i.- 08:28, 24 November 2011 (auto_attendant.htm) Performance figures, data and operation quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments at its own discretion. The publication of information in this document does not imply freedom from patent or any other protective rights of Avaya or others. All trademarks identified by (R) or TM are registered trademarks or trademarks respectively of Avaya Inc. All other trademarks are the property of their respective owners. Last Modified: 22/09/2011 |