Hosted PBX. Auto Attendant Setup Guide. Auto Attendant. Setup and Maintenance. Hosted PBX 3/11/15

Transcription

1 Hosted PBX Auto Attendant Setup Guide Auto Attendant Setup and Maintenance Hosted PBX 3/11/15

2 TO EDIT YOUR AUTO ATTENDANT: Go to Enter your username and password. Click Group from the options along the top. Click the arrow to the right of Auto Attendant. Click Edit to the right of the phone number and extension belonging to the Auto Attendant. 2

3 In the window that comes up, you may edit the following fields: Active: To change the Auto Attendant status (either Active of Inactive), toggle the check box Name: Enter a department name, division, etc. Will default to the telephone number Calling Line ID First Name and Calling Line ID Last Name: Information entered in these areas display as your outgoing Caller ID Information Time Zone: Select from the drop down menu Business Hours: Select from the drop down menu. The default is Every Day All Day. If you wish to change this, please see To Add and Edit Business Hours and Holiday Schedules below. Holiday Hours: Select from the drop down menu. The default is None. If you wish to change this, please see To Add and Edit Business Hours and Holiday Schedules below. Scope of Extension Dialing: Select Enterprise if you want Auto Attendant callers to be transferred within your entire organization (all locations/branches); select Group if you want callers to be transferred only within your group (i.e. location/branch) Scope of Name Dialing: Select Enterprise if you want callers to input names of anyone within your entire organization (all locations/branches) and get transferred; select Group if you want callers to be transferred to names only within your group (location/branch) Set Up Business Hours Prompts: Allows you to change Auto Attendant Greeting and Prompts available during Business Hours. Set Up After Hours Prompts: Allows you to change Auto Attendant Greeting and Prompts available After Hours. Click Save to apply changes. 3

4 TO SET UP OR EDIT AUTO ATTENDANT GREETING Via the Internet: Follow the steps on the previous section to access the Edit Auto Attendant screen Click either Set Up Business Hours Prompts or Set Up After Hours Prompts, depending on which greeting you would like to set up or change. You can choose to use the Standard Greeting or upload a Custom Greeting. Your Custom Greeting must be a.wav file (format: CCITT u-law or A-Law 8kHz sampling rate 8-bit mono). The file can be up to 5 minutes in duration, but no larger than 4.5 MB in size. The Standard Greeting does not list the prompts for callers. In order to tell callers which keys result in which transfers, you must record a Custom Greeting which includes them. To upload your Custom Greeting, click the radio button beside Custom Greeting upload, click Choose File, select the Browse/Choose File option and locate your file. Click Save. Via an Extension Number on the Network: Dial 9999 to access the voice portal Press * Dial 9999 Enter your passcode and press # Press 1 to change your Auto Attendant greeting Follow the prompts Via an Extension Number off the Network: 1. Dial your 10-digit Auto Attendant phone number 2. Dial 9999 to access the voice portal 3. Dial 9999 for the extension 4. Enter your passcode and press # 5. Press 1 to change your Auto Attendant greeting Sample Custom Message: Welcome to (company). If you know the extension of the party you are trying to reach, press 1 To use our automated name directory, press 2 To reach the Sales department, press 3 To reach Customer Service, press 4 To leave a voic , press 5 To repeat the menu, press the # key To reach an Operator, press 0 or stay on the line. (This custom message is reflected in the selections on the next page.) 6. Follow the prompts 4

5 TO SET UP OR EDIT AUTO ATTENDANT PROMPTS Follow the steps on the previous section to access the Edit Auto Attendant screen Select either Set Up Business Hours Prompts or Set Up After Hours Prompts depending on which prompts you would like to set up or change. Assign descriptions to the various key numbers that callers can press to select Auto Attendant options. Assign a corresponding Action. The following Actions are available: Exit Transfer to Ring Group Transfer without Prompt Extension Dialing Transfer to Voic Transfer to Operator Name Dialing Transfer with Prompt Repeat Menu If a Transfer Action is assigned, input the phone number where the call should be sent. Extension/number information is pre-populated for Transfer to Ring Group or Transfer to Voic . Click Save. TIPS FOR GREETINGS AND PROMPTS List menu options in a predictable order. List Transfer to the Operator last (normally 0 option). Callers who do not press a key are sent to the Transfer to the Operator number. If this prompt is not set up, callers will receive an error message. Internal transfers require only an extension number. Make sure extension dialing is an option, even if it is not listed in your message. 5

6 TO ADD AND EDIT BUSINESS HOURS AND HOLIDAY SCHEDULES From the Group tab main page, click the arrow to the right of Time Schedule. To add a Business Hours Schedule, click Add in Business Hours Schedule box. Enter the days you are open in the first and third columns. Enter the time you open on each of the days in the second column. Enter the time you close on each of the days in the fourth column. Times must be four (4) digits, two (2) in the first box and two (2) in the second box. Make sure to change closing times to PM! In order to successfully add the schedule, you must enter a name in Time Schedule Name field. Click Save at the bottom. (You may have to scroll down in order to see the Save button.) Your schedule should appear in the Business Hours Schedule box. To edit a Business Hours Schedule, click Edit to the right of the Schedule in the list. 6

7 To add a Holiday Schedule click Add in the Holiday Schedules Box beneath the Business Hours Schedules box. Fill out the appropriate holiday fields and dates. You must name the Schedule in order to save it. Click Save at the bottom. (You may have to scroll down in order to see the Save button.) 7