Auto Attendant User Guide

Transcription

1 This user guide is everything you need to be able to correctly setup your Auto Attendant. This involves 3 steps: setting your time schedules, configuring your Auto Attendant, recording and submitting your greetings, and determining your call routing. To perform these steps, log in to BullsEye s digital voice portal. To access the Portal: 1. Go to the following website: 2. Enter your Group Level User ID. 3. Enter your Password. 4. Click on Remember Password to make future log-ins easier for you. 5. Click on Bookmark this page to make future access easier for you. 6. Click on Login. NOTE: Your login and password information can be obtained from your Client Information Sheet. To ensure superior performance, use Internet Explorer to access the Digital Voice Portal. This digital voice portal tool provides easy access to configure and manage your Auto Attendant. Step 1: Setting Your Schedules This is actually a two-part step. You need to create both your regular business hours Time Schedule as well as your Holiday Schedule These schedules allow your phone system to automatically switch your pre-recorded greetings as well as change the call routing that applies to each one. To do this, follow the steps on the next 2 pages. Auto Attendant User Guide 9/16/13 1 of 13

2 Part 1: Setting Your Time Schedule 1. Select Groups within the Enterprise Profile menu. 2. Search for the relevant Customer group and click Edit. 3. From the Profile menu, select Schedules. 4. Click Add to create a time schedule. The Schedule Add screen is displayed. 5. Enter a name for your schedule in the Schedule Name field. 6. Select Time for the Schedule Type and click OK. The new schedule will be added to the Schedules screen. 7. To set-up Events for the schedule, click the schedule name you just created. The Schedule Modify screen is displayed. 8. Click Add. The Event Modify screen is displayed. 9. Complete the screen: o Enter an Event Name. o Enter a Start Date and Time. o Enter an End Date and Time. o If desired, assign a Recurrence Pattern. 10. When finished, click OK. NOTE: Any hours or days of the week not defined here will be treated by the After Hours greeting and routing options. Setting Your Holiday Schedule 1. Complete steps 1-5 above. 2. Select Holiday for the Schedule Type and click OK. The new schedule will be added to the Schedules screen. 3. To set-up Events for the schedule, click the schedule name you just created. The Schedule Modify screen is displayed. 4. Click Add. The Event Modify screen is displayed. 5. Complete the screen: o Enter an Event Name. o Check the All Day Event checkbox. o Set the Recurrence Pattern to Never. 6. When finished, click OK. Auto Attendant User Guide 9/16/13 2 of 13

3 Step 2: Configuring Your Auto Attendant The next step is to add the Auto Attendant to your account. This consists of 4 parts: Create and configure your Auto Attendant Link the schedules that were just created Establish where incoming calls are routed Record custom greetings To do this, follow the steps on the next few pages. Changes to the Auto Attendant configuration can only be made at the Group Level. The Auto Attendant can be accessed from any PC, and the updates that are made occur instantly no waiting! 1. To add an Auto Attendant, click on the SERVICES option. 2. At the Services screen, click on the Auto Attendant feature. 3. Click on ADD. This creates the shell of your attendant so that you can begin configuring it to meet your specific needs. Additional Auto Attendant s can be purchased to create a nested configuration! Contact BullsEye Client Services for more info. Auto Attendant User Guide 9/16/13 3 of 13

4 4. Using the Client Information Sheet provided to you by your Implementation Specialist, complete the dialogue box. a. Auto Attendant ID: Enter the information located on your Client Information Sheet. b. Name: This is just an identifier. You can call it anything you want. c. Calling Line ID First & Last Name: Because the AA is really an unused phone line, we have to give it a unique name. Consider calling it Auto Attendant. d. Time Zone. Set the correct time zone. e. Business Hours. Click the drop down and select the business hour time schedule that you already created. f. Holiday Schedule. Click the drop down and select the holiday schedule that you already created. g. Scope of dialing. Set these two options to the Group level. h. Name Dialing Entries. Choose your preference. i. Click on OK. NOTE: If this information already appears to be completed, move ahead to the next step. After clicking OK, the Business Hours and After Hours Menus will each automatically appear. On these pages the individual prompts are determined so that incoming calls are routed to their correct destinations. Auto Attendant User Guide 9/16/13 4 of 13

5 5. At the Business Hours Menu screen, configure the prompts for how the Auto Attendant will route incoming calls during normal business hours. a. At this time, click the Default Greeting radio button. Later we will share the various options of installing a customized personal greeting. b. In the Enable first-level Extension Dialing, check this box if you would like to dial by extension. If not, the caller will have to enter the intended person s entire phone number. NOTE: This feature is only available if you have VoIP service. c. For each of the 12 prompts (options) that an incoming caller has (0 through #), enter the: Key: List of the keys available on a telephone keypad to which you can assign actions. Description: Enter a descriptive name of the prompt so that you can identify it from the others. Action: Select from the drop-down the particular action that will be invoked when a caller selects that particular key. There are 7 choices (see below): Phone Number: For any of the transfer options that were selected, a corresponding phone number to where that call is directed needs to be entered. b. When done, select OK. Action Prompt played to caller What happens Transfer to operator Transfer with prompt Transfer without prompt Please wait while your call is transferred to the operator. Please wait while your call is transferred. None Call is transferred to the specified number. If the number is not valid, the call ends with the message Your call cannot be transferred, please try again later, thank you. Call is transferred to the specified number. If the number is not valid, the call ends with the message Your call cannot be transferred, please try again later, thank you. Call is transferred to the specified number. If the number is not valid, the call ends with the message Your call cannot be transferred, please try again later, thank you. Name dialing None Access to name dialing. Extension dialing None Access to extension dialing. End call Thank you for calling. Call is released. Repeat menu None Menu greeting is replayed. --- (Indicates no action has been selected.) Not applicable Menu greeting is replayed. Auto Attendant User Guide 9/16/13 5 of 13

6 For example, greetings and corresponding information could be setup as follows: Press 0 or wait on the line to reach the operator (you must enter the complete phone number of the person designated as the operator including, for example, a 1 for a long-distance number). Press 1 to dial by extension (no information is needed for callers to have this option). Press 2 to dial by name (no information is needed for callers to have this option). Press 3 to reach the marketing department (enter "Marketing" in the Description column and the phone number of the marketing representative in the Number column). Press 4 to reach the customer service department (enter "Customer Service" in the Description column and the phone number of the customer service representative in the Number column). Any phone number can be entered into the system it does not have to necessarily be an office phone number. It can be a cell number, a home number, etc. Utilizing hunt groups with an Auto Attendant can be a little tricky. If you have a hunt group, contact BullsEye technical support to ensure that this feature is working properly. IMPORTANT: After clicking OK, the After Hours Menu will automatically appear. At the After Hours Menu screen, configure the prompts for how the Auto Attendant will route incoming calls before or after normal business hours. To do this, follow the same procedure used when configuring the Business Hours greeting. When you are done, click on OK. Auto Attendant User Guide 9/16/13 6 of 13

7 To complete the process, the original Auto Attendant page will automatically appear. At this point you have 2 options: Option #1: You can VERIFY your newly-added Auto Attendant feature by seeing the name of your custom feature. Option #2: You can click EDIT and modify any of the feature settings that were just created. You can add additional Auto Attendants (each one is an additional cost). For example, you can have another Auto Attendant programmed for your SALES department. If you do have more than one Auto Attendant, place a check mark next to those that are considered ACTIVE. To order another auto attendant, please contact BullsEye Client Services. Recording Custom Greetings In the previous portion of this document, we selected the default (or system) greetings as the messages that an incoming caller will hear when dialing into the Auto Attendant. While these are very basic greetings, you should consider re-recording these greetings so that the message(s) perfectly match the options offered in the Auto Attendant. Below are some sample scripts you may want to consider: Business Hours Greeting After Hours Greeting Thank you for calling ABC Company. If you know your party's extension, please dial it now. For Sales, Dial 1. For Service, dial 2. For hours and location, dial 3. If you would like to speak with someone immediately, press 0 now. To repeat this menu, press star. Thank you for calling ABC Company. We are currently closed. If this is an emergency, press 1 and you will be routed to our 24 hour call center. That being said, take some time to create a script that correctly speaks to the available options configured in your Auto Attendant. This document will be necessary when recording your custom greetings. If your greetings for your Business Hours and After Hours are identical, you can reuse the same recording for both. Auto Attendant User Guide 9/16/13 7 of 13

8 Creating Your Greetings in the Auto Attendant To create both your Business Hours & After Hours greetings, follow these steps: 1. At the Group level, click on SERVICES. 2. Select Auto Attendant. 3. At the Auto Attendant screen, click on EDIT. The profile screen will appear. At the top of the Profile page a phone number is displayed. This is the phone number for the auto attendant so that you (as the Administrator) can dial into the system and access, manipulate and edit the settings. At this point, you will re-record the default greetings so that they are customized to your Auto Attendant settings. Auto Attendant User Guide 9/16/13 8 of 13

9 4. Using a telephone, dial the Auto Attendant phone number that appears on the Auto Attendant Profile page. 5. Press * to get to the menu. 6. When asked for the extension, enter 9999 and then press # (this assumes you have 4 digits in your dialing scheme). If you have 3 digits, dial When asked for the passcode, enter and then press #. 8. Press 1 to access the greeting function. 9. Press 1 to create your Business Hours Greeting. 10. Press 1 to record. State out loud the message that will be heard when you are on the phone. Press # when done. 11. Press 2 to listen to your recorded message. Press 1 to re-record. 12. When finished, press * to return to the previous menu. 13. Press 2 to create your After Hours Greeting. 14. Press 1 to record. State out loud the message that will be heard when you are not able to answer the phone. Press # when done. 15. Press 2 to listen to your recorded message. Press 1 to re-record. 16. When finished, press * to return to the previous menu. That is it! To ensure that your greetings are correct, call into your Auto Attendant during and after normal business hours. If your business has multiple locations, you will obviously need to setup several Auto Attendants. To save time, you might want to consider creating a standard set of messages that are consistent between all of your locations. The next few pages of this document detail this procedure. Auto Attendant User Guide 9/16/13 9 of 13

10 Creating an Auto Attendant For Multiple Locations The procedure below is performed using the Window XP s Recorder application. Follow these steps to prepare your Auto Attendant Greetings. NOTE: Using a microphone will increase the quality of the finished recording. To record your greetings, any recording software application can be used. If Windows Recorder is not available, consider the following: Audacity, NCH, Avs4You, CakeWalk, NowSmart, or Adobe. It is important that the format of the files you create must comply with the Auto Attendant. For this specific file format, closely examine the procedure below. 1. Using Window s XP, click on Start. 2. Click on Programs. 3. Click on Accessories. 4. Click on Entertainment. 5. Click on Sound Recorder. 6. When the Sound Recorder appears, select the File menu. 7. Scroll down and pick the Properties option. NOTE: Before you begin recording, it is important that you preset the format of the file. Auto Attendant User Guide 9/16/13 10 of 13

11 8. Select the Convert Now button. 9. Select the appropriate format. 10. Select the appropriate attributes. Both.WAV and.wma (Windows Media) formats are acceptable. Below are the format and attribute requirements that you should follow to creat the proper file format: For.WAV files: Linear PC khz 16 bit mono WAV file type For.WMA files: Linear PCM khz 16 bit mono WMA file type NOTE: The maximum audio length is 5 minutes for your Auto Attendant greeting. 11. Press OK to finalize the sound selection. 12. Press OK to finalize the sound properties. 13. Begin recording by pressing the red Record button. 14. Read aloud your prepared Business Hours script. 15. When the recording is done, click Stop. 16. Select the File menu and click Save. 17. Give the file a unique name and click Save. Repeat the same process for your After Hours script. Make sure that the options that you are indicating on your messages exactly match what you have programmed into each Auto Attendant. If you have any questions concerning this process, please contact customer support at Auto Attendant User Guide 9/16/13 11 of 13

12 Now that the Business Hours and After Hours greetings are created, complete the procedure by uploading them into the Auto Attendant. 18. Using your Admin login ID, access the Digital Voice portal and select SERVICE. 19. Click on Auto Attendant. 20. Select your Auto Attendant file. 21. Click on Profile. 22. Select Business Hours Menu. 23. Click on Personal Greeting. 24. Click on Browse. 25. Navigate to the folder where you saved your Business Greeting and click on the file. 26. Select Open. 27. Click on Ok. Your file should now appear in the Personal Greeting area. Repeat this process for the After Hours Menu. For each Auto Attendant that you have across your multiple locations, repeat this process. Auto Attendant User Guide 9/16/13 12 of 13

13 Auto Attendant Menu Options Group Voice Portal Main Menu Press 1 for Change Auto Attendant Greetings (If you have more than one Auto Attendant, you are prompted to enter the extension of the auto attendant to change, followed by the pound key.) Press 2 for Change Voice Portal Branding Press 9 for Exit Voice Portal Press # for Repeat Main Menu Auto Attendant Greetings Press 1 for Change the Business Hours Greeting Press 2 for Change the After Hours Greeting Press * for Return to Voice Portal main menu Press # for Repeat menu Business Hours Greeting Press 1 for Record new Business Hours Greeting Press 2 for Listen to current Business Hours Greeting Press 3 for Revert to default Business Hours Greeting Press * for Return to Auto Attendant Greetings main menu Press # for Repeat menu After Hours Greeting Press 1 for Record new After Hours Greeting Press 2 for Listen to current After Hours Greeting Press 3 for Revert to default After Hours Greeting Press * for Return to Auto Attendant Greetings main menu Press # for Repeat menu Voice Portal Branding Press 1 for Voice Portal Greeting Press 2 for Voice Messaging Greeting Press * for Return to Voice Portal main menu# Repeat menu Voice Portal Greeting Press 1 for Record new Voice Portal Greeting Press 2 for Listen to current Voice Portal Greeting Press 3 for Revert to default Voice Portal Greeting Press * for Return to Voice Portal Branding main menu Press # for Repeat menu Voice Messaging Greeting Press 1 for Record new Voice Messaging Greeting Press 2 for Listen to current Voice Messaging Greeting Press 3 for Revert to default Voice Messaging Greeting Press * for Return to Voice Portal Branding main menu Press # for Repeat menu Auto Attendant User Guide 9/16/13 13 of 13