GCI VOICE. Auto-Attendant Voic User Interface Onboarding Guide. gci.com/business

Transcription

1 GCI VOICE Auto-Attendant Voic User Interface Onboarding Guide gci.com/business

2 2 Note: Please do not attempt to setup or change your Auto-Attendant feature by calling in to the MediaBox. The Auto-Attendant feature and greeting can only be added, changed or removed via the Customer User Interface.

3 TABLE OF CONTENTS Accessing the Customer User Interface... 4 Customer User Interface Overview... 6 Settings... 7 Auto-Attendant... 8 Company Directory... 8 Auto-Attendant Mailbox Menu Setup... 8 Activating Menu Keys Notifications...12 Changing the Auto-Attendant Mailbox Menu...13 Company Directory Menu Setup...14 Managing Company Directory Contacts

4 ACCESSING THE CUSTOMER USER INTERFACE 1. Log into the Customer User Interface at 2. Enter the ten digit phone number. 3. Enter your Access Code or PIN. 4. Click Log In. 4

5 5. After you have successfully logged into to the Customer User Interface, the following screen will appear. 5

6 CUSTOMER USER INTERFACE OVERVIEW Inbox The Customer User Interface Inbox will display received messages from the Mediabox. New Messages will appear in the New Message folder. Any previously saved or played messages will display in the Saved Messages folder. Please Note: Saved messages can only be saved for 21 days. Refresh the MediaBox Delete selected messages Log out of the Customer User Interface Listen to the displayed message Download messages to your computer Transfer allows messages to be sent to an address, or another phone number. 6

7 SETTINGS Message Order Customize the order in which messages are displayed in the New Messages or Saved Messages folders. You have the options to display your messages in chronological order or reverse chronological order. Greetings The Greetings option allows for customized options for Busy and No Response situations. Set the Primary Greeting, Default Greeting, Secondary Greeting or Name Greeting without the Auto-Attendant setup. Default Greeting - Prerecorded system messages that notifies the caller that the person is unavailable and to please leave a message. Primary Greeting - A customized personal greeting. Secondary Greeting - A customized temporary greeting used for seasonal periods, holidays, etc. Name Greeting - A customized greeting that allows for a name or company name to play. Play - Allows a different greeting to be played during a specific date range. Days Off - Allows a different greeting to be played on specific days. Status Greeting - Allows one greeting to be played when the line is busy and a different greeting when the call is not answered. PIN Disable, enable or change the access code required to log into the Customer User Interface. The call in access and the web access password are the same. When the code or pin is changed the call in access code and Web access code will both update. Notifications Notifications allows for an to be sent when a message has been received. There is also the option to send an audio file with the notification, so messages can be played from the designated Inbox. Call Notifications Call Notifications sends a notification by phone when a message is received in the MediaBox. Record Option Enables or disables the ability to record a message in the MediaBox. File Format Specify the audio file format in which messages are received. 7

8 AUTO-ATTENDANT The Auto-Attendant option will provide the ability to configure the Auto-Attendant feature. Options include creating schedules, uploading new Auto-Attendant Menu Greetings, add, delete or reconfigure menu keys. Schedules - Add, modify or delete a schedule for the Auot-Attendant Menu Greeting Menus - Add, modify or delete and Auto-Attendant Menu. COMPANY DIRECTORY The Manage option under Company Directory will provide the ability to configure the Company Directory feature. Options include the ability to upload a.csv file or manually enter or remove Company Directory Contacts. AUTO-ATTENDANT MAILBOX MENU SETUP 1. Under the Auto-Attendant menu click on Schedules. 2. In the Manage Schedules section click on Add. 8

9 3. Update fields in the Add Schedule section. A. Name Name of the schedule. This is a required field. B. Description Brief description of the schedule. This is optional. C. Enabled Turns schedule on or off. D. Limited Schedule Use if schedule will be played during a specific period. Limited Schedule is used as a secondary to the primary schedule. For example you can set a limited schedule to play on the weekend or during lunch times. There can only be 1 limited schedule. E. Play Prompt Plays a message before playing the menu. This option is ideal for customers who have multiple menus or change their menu often. The prompt can be used to play business information that doesn t change such as hours and locations. F. First Menu Name of the menu This is a required field. 4. Click on Add. 9

10 5. Update fields in the Manage Menu section. A. Name Name of the menu. This is a required field. B. Description Brief description of the schedule. This is optional. C. Audio File Select or create WAV file to be played. Upload Upload a WAV file from a computer. If customer does not have computer recording software then the Web Call option will be used. Click on Choose File. Select file and click on Open. Web Call Voic system will call customer at a local number of their choosing. Customer will record menu at that time. Enter 10 digit local phone number. Name Optional Description - Optional D. Enable Extended Timeout Extends the amount of time the caller has to select an option before it times out. E. Select Active Menu Keys Defines which keys are active and what they will do. Keys will be set up after menu is recorded. Procedures outlined in Activating Menu Keys section below. 6. Click on Submit. A. If Web Call option chosen, voic system will call selected local number immediately. Follow voic prompts. 10

11 ACTIVATING MENU KEYS 1. Select the number key to program. 2. Choose option for that key. A. Jump To Menu Transfer caller to another menu. B. Play Prompt Play an announcement. C. Leave a Message in the Current Mailbox D. Transfer to Company Directory E. Transfer Call to Predefined Phone Number Transfer caller to a local number. F. Direct Deposit to Predefined Phone Number Transfer caller to another GCI voic box. 3. Repeat for desired number of keys to activate. 4. Choose option for Timeout. A. The timeout duration is 3 seconds unless Enable Extended Timeout is selected. Extended timeout duration is 10 seconds. B. When Jump To Menu is selected here, the same menu can be used so that the menu options are played again for the caller. 5. Hit the Submit to save menu keys. 11

12 NOTIFICATIONS notifications allow you to receive notifications by when you receive messages in your Mediabox. notifications with attachments allow you to receive notifications by with the voice message attached. 1. From the Customer User Interface, select Notifications under Settings. 2. Enter the addresses you wish to receive voic notifications. 3. Specify if you want to receive notification by checking enable or disable; or select Attachment if you would like an notification sent with the.wav file as an attachment. 4. Enter the schedule permissible hours to receive notification messages and select the Submit button under each item. 12

13 CHANGING THE AUTO-ATTENDANT MAILBOX MENU Changing the Auto-Attendant Menu can be accomplished by following the Activating Menu Keys process. See page 11 for more details. Example: You ve reached GCI. Press 1 for John, press 2 for Jane and 3 to leave a message for the main office. Option 3 directs the customer to leave a message in the main MediaBox. If your Auto-Attendant greeting is not configured to leave a message in the main MediaBox then you will need to program a Menu Key to Leave a Message in the Mediabox. You do not need to announce this option in the greeting, but the menu key will remain active in the back ground for you to use when changing out the Auto Attendant Greeting. Example: You ve reached GCI. Press 1 for John and press 2 for Jane. Menu Key 3 is activated to leave a message, but it s not announced in the greeting. 13

14 COMPANY DIRECTORY MENU SETUP The Company Directory option provides the caller the ability to search for an employee from a Company Directory menu. Adding Company Directory Contacts Manually 1. From the Customer User Interface, select Company Directory. 2. Contacts can be added manually by clicking the Add button. 3. A new screen will populate with First Name, Last Name and Phone number fields. 4. Click on Browse to upload an audio file, from your desk top that will play the name sound. 5. Click the Add button when finished. Upload a File Contacts can also be added by uploading a saved.csv file from your computer, formatted with a first name, last name and phone number. 14

15 MANAGING COMPANY DIRECTORY CONTACTS Once Company Directory Contacts have been created, you can manage the list of contacts by deleting, adding or modifying them from Manage under Company Directory. GCI BUSINESS CUSTOMER SERVICE