Virtual Communications Express Admin Guide: Auto Attendant

Transcription

1 Auto Attendants are used to route calls to various destinations, employees within your company, specific groups of employees, voice mail, or other outside numbers. They provide callers with your company greeting and dialing menu options. Each Auto Attendant is assigned a unique 10-digit number for identification and setup purposes. The Auto Attendant has two modes, one for business hours and the other for after hours. Each mode allows administrators to set up options 1-9, #, and * to present callers with different options from which to select. To route callers to another set, or branch of options, an additional Auto Attendant must be assigned to your account. To order an additional Auto Attendant, please contact your Account Manager. To route calls based on the time of day (e.g., after hours versus traditional business hours), you must configure an Auto Attendant schedule. You can also configure a company holiday schedule to identify the dates of holidays your company recognizes. On designated holidays, the afterhours greeting and menu dialing options are played to callers. To run the same greeting at all times of the day, you do not need to create and assign a time schedule to your Auto Attendant. If you require a unique message, greetings can be uploaded to the My Account portal as a.wav file or recorded from the Voice Portal. Note: Order professionally recorded greetings and other VCE system messages with Snap Recordings. Learn More. To learn how to add a Time Schedule, refer to the Time Schedule Reference Guide: To learn how to record your Auto Attendant greetings from the Voice Portal, refer to the Voice Portal Reference Guide:

2 Log In 1. Go to the My Account portal at Figure 1 Log In 2. Enter your User Name and Password. 3. Click Login. The My Account Home page appears. 4. Click the My Site tab at the top of the screen. 5. Select a site on the left. The My Site dashboard appears displaying quick links. 2

3 Figure 2 My Site Dashboard 6. Click the Site Services tab at the top of the screen. 3

4 Configure Auto Attendant 1. Click Auto Attendant on the menu on the left. Figure 3 Auto Attendant 2. Select the Auto Attendant you want to configure. 3. Click Edit. The Edit Auto Attendant pop-up appears. 4

5 Figure 4 Edit Auto Attendant 4. By default, the phone number assigned to the Auto Attendant displays in the Auto Attendant Name field. You can change the default number by entering a name for your Auto Attendant. Create a name that reflects the purpose of this specific auto attendant (e.g., Main Line Auto Attendant). 5. Modify the Extension assigned to the Auto Attendant, if applicable. 6. Select a Dialing Options: Enterprise or Site. Enterprise - callers who reach the Auto Attendant and choose to dial by name or extension can reach any user at any location within the entire company. Site - callers who reach the Auto Attendant and choose to dial by name or extension can reach any user located at the specific site associated with this Auto Attendant. 7. Select Business Hours and/or After Hours to allow callers to reach users by dialing their extension any time during the business hours or after-hours time schedule. 8. Click Save. 9. Click on a row on the Settings tab to configure to business hours and/or after hours schedules. The Edit Auto Attendant pop-up appears. 5

6 Figure 5 Edit Auto Attendant Settings Tab 10. Double-click a row to change the settings. The Edit Keypad Settings pop-up appears. 6

7 Figure 6 Edit Keypad Settings 11. Enter a Description. 12. Select the Action for business hours from the drop-down list. Not Used default when an action was not selected for the digit or character. Transfer to Voice Mail - routes callers directly to the voice mailbox of the extension entered. Transfer to Internal Number - routes callers to a configured phone number that is not a user or extension within the company. Transfer to Extension - routes callers to a configured extension. Optionally, you can play a message prompt before the transfer is placed. This message is the playback of the user s name as recorded in the voice mailbox. Transfer to Operator - routes callers to a configured operator. The designated operator receives all calls that time out if the caller does not choose an option from the Auto Attendant. Dial by Name - enables callers to dial by a recipient s name. Repeat Menu - repeats the greeting and menu options. Exit Menu - allows a caller to exit the menu system and terminate the call. 13. Check Duplicate for after hours. 7

8 -OR- Select an Action for after-hours control from the drop-down list. 14. Click Save. Utilization Report You can access a utilization report that shows the total received calls. 1. Click the Utilization Report tab on the Edit Auto Attendant screen. Figure 7 Edit Auto Attendant - Utilization Report Tab 2. Select the Start Date and End Date for which you want to view received calls. 3. Click Generate Report. The report information appears at the bottom of the screen. 8

9 Greetings You can configure a personalized greeting or use the system default. 1. Click the Greeting tab on the Edit Auto Attendant screen. Figure 8 Edit Auto Attendant Greeting Tab 2. Check Default to use the system greeting. -OR- Check Custom to use a custom greeting. Click Business hours upload to upload a custom greeting. For greeting files to properly upload, they must be saved as a.wav file in CCITT u-law khz, 8 bit Mono attributes. Using a basic sound converter allows you to save your.wav file in this format. Note: Order professionally recorded greetings and other VCE system messages with Snap Recordings. Learn More. 3. Repeat step 2 for the after-hours greeting. 9

10 Additional Help and Resources Getting Started with Your Service To learn how to manage your user account settings and site service features, go to: Returning Equipment Should you require replacement equipment, please refer to the Return Merchandise Authorization (RMA) quick reference guide located at Contact Us Virtual Communications Express Support: Or visit For questions on other Verizon products: Verizon. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of the4r respective owners. Version 1.17 August 2017