How to use Auto Attendant? What are Auto Attendant and IVR? IVR, Interactive Voice Response, is a technology that allows callers to interact with the communication system over the telephone. Auto Attendant is a technology that automates interactions with telephone callers. It allows callers to be automatically transferred to an extension without the intervention from a receptionist or telephone operator. VigorIPPBX 2820 supports IVR and Auto Attendant. When someone calls in, VigorIPPBX 2820 automatically plays the recorded message like "Thanks for calling Draytek Corporation. For sales, press 1; for support, press 2, etc." After pressing a number, the caller will be transferred to the extension he would like to or an operator. You can customize the auto attendant to play greeting messages based on the time and day settings such as office hours, after office hours, weekends and holidays. Configure Auto Attendant on VigorIPPBX 2820 We will take an example to explain the common configuration. In this example, we will present callers with options so that they can be directed to the proper extension. During the office hours, the system will ask the users to dial 1 for support department, 2 for sales department, 3 for product advertisement and 0 to speak with the receptionist. And, during the non-office hours, the system will play product advertisement. 1
1. The first step is to record the prompts. For the office hours greeting: Connect a phone to the FXS port on VigorIPPBX 2820 directly. Dial **** to access IVR system. After hearing the prompt, dial 1155# to start recording the Prompt 5 for the office hours greeting. Thank you for calling Draytek Company. If you know the extension of the person you d like to reach, you may dial it now. Otherwise, please choose from the following options. For technical support, press 1. For sales, press 2. For new products introduction, press 3. Otherwise press 0 for the receptionist. When you finish the record, press #. Dial 1255# to hear the office hours greeting (Prompt 5) that you have recorded. If you are not satisfied with the result, dial 1155# to record it again. For the non-office hours greeting: Connect a phone to the FXS port on VigorIPPBX 2820 directly. Dial **** to access IVR system. After hearing the prompt, dial 1156# to start recording the Prompt 6 for the non-office hours greeting. Thank you for calling Draytek Company. We are currently unavailable to take your call. Our business hours are nine to six, Monday through Friday. If you want to leave a message, please press 0 to leave a message for the receptionist. If you want to get new product information, please press 1 through 9. When you finish the record, press #. Dial 1256# to hear the non-office hours greeting (Prompt 6) that you have recorded. If you are not satisfied with the result, dial 1156# to record it again. For the new product advertisement: Connect a phone to the FXS port on VigorIPPBX 2820 directly. Dial **** to access IVR system. After hearing the prompt, dial 1151# to start recording the Prompt 1 for the new product advertisements. The VigorIPPBX 2820 is an IP-PBX integrated with DrayTek's fully-featured Vigor 2820 ADSL Router. When you finish the record, press #. Dial 1251# to hear the new product advertisement (Prompt 1) that you have recorded. If you are not satisfied with the result, dial 1151# to record it again. 2
2. After the sounds have been recorded, you have to create the extensions that needed in the IVR. Extensions for each phone configured as follows. Configure extension for the support department. It is a hunt group. If the hunt rule is set with Sequentially, the extension 201 ring first, then 202, 205, 203 and finally 204 rings one by one when someone calls 200. If the hunt rule is set with Simultaneously, extensions 201, 202, 203, 204 and 205 ring at the same time when someone calls 200, 3
3. Choose Auto Attendant for Office hours and Non-office hours for the SIP trunk. In this example, when you call 866669@iptel.org during the office hours, you will hear office hours greeting (Prompt 5): during the non-office hours, you will hear the non-office hours greeting (Prompt 6). 4. Make sure the system time is synchronized from the System Maintenance >> Time and Date page. 4
5. Configure the Office hours from the IP PBX >> PBX System >> Office Hours setup page. Suppose the holidays are January 1 to January 3, January 20 and February 15. Based on the above configuration, the router will configure the settings for the non-office hours automatically. 6. Open Auto Attendant Wizard and configure the Office hours rule. The rule is set as follows: Key 1 for support department - Press 1 for technical support. Key 2 for sales department - Press 2 for sales. Key 3 for advertisement - Press 3 to listen to new products introduction. Key 0 for receptionist - Press 0 to speak with an operator. 5
7. Press Next to configure settings for Non-office hours. Key 0 is designated for Ring Extension and here it is set for receptionist. For other keys, we let the users to listen to new product introduction. 8. Then click OK to finish the auto attendant wizard. Note: If a caller dials the wrong extension number, VigorIPPBX 2820 will play the greeting once more to let he/she dials the right extension again. 6