Switch 1 Instructions Utility Telecom Easy Attendant Instructions This guide is intended to help you understand the Easy Attendant Instructions used in Switch 1. Not sure if you re in Switch 1 or Switch 2? Our customer service team is more than happy to help. Call us at 877-965-7800!
TABLE OF CONTENTS 1 2 3 4 5 6 7 8 9 10 Telephone Access Instructions Web Access Instructions a. Choosing Yes/No to Time of Day Routing b. Program Options c. Recording your Greeting d. Configuring Names & Extensions e. Enable your Easy Attendant f. Configure Time of Day Routing g. How to Define a Schedule h. How to Change your Attendant s PIN
Telephone Access To log into your auto-attendant: 1. Dial 877-377-9677 2. Press * to reach the login prompt. 3. Enter your auto attendant number when prompted followed by the # key. 4. Enter your PIN followed by the # key. To record your initial greeting: 1. Press 1 for configuration setting. 2. Press 2 to edit announcements. 3. Press # to edit initial greeting. 4. Record your greeting. a. If there is already a greeting recorded: i. Press 1 to re-record. ii. Press * to exit to the previous menu. 5. Press # when done recording. 6. Press 1 to save your greeting or 2 to re-record. To record your announcements: 1. Press 1 for configuration setting. 2. Press 2 to edit announcements. 3. Press 1 through 9 for the announcement you d like to record. 4. Record your announcement. a. If there is already an announcement recorded: i. Press 1 to re-record. ii. Press * to exit to the previous menu. 5. Press # when done recording. 6. Press 1 to save your announcement or 2 to re-record.
To record names in a dial list: 1. Press 1 for configuration setting. 2. Press 4 to edit announcements. 3. Enter the extension of the name you d like to record followed by #. 4. Record the name of the caller assigned to the dialed extension. a. If there is already a name recorded for the extension: i. Press 1 to listen to the name. ii. Press 2 to re-record the name. iii. Press 3 to cancel. 5. Press # when done recording the extension. 6. Press 1 to save your greeting or 2 to re-record. To turn on your Easy Attendant: 1. After all greetings have been recorded. 2. Press 1 for configuration settings. 3. Press 1 to enable your Easy Attendant. To change your PIN: 1. Press 2 for account settings. 2. Press 3 for security options. 3. Press 1 to change your PIN. 4. Enter your new PIN followed by #. 5. Re-enter your new PIN followed by #.
Web Access To log into your Easy Attendant: 1. Open the webpage https://commportal.telcox.net. 2. Please select Continue to Website if you get a security error. 3. Enter your Easy Attendant s phone number with area code in the number field. 4. Enter your Easy Attendant s PIN in the password field.
Choose yes or no to time of day routing: 1. Choose if you d like to have calls routed differently, depending on the time of the day and the day of the week. a. If you d like callers to hear different greetings, and different options, based on the time and day of the week, selection the first option. Instructions for configuring Time of Day routing start on page 9. b. If you d like callers at all days and times to go to the same place, select the second option. 2. Once you ve made a selection click continue.
To program options in your Easy Attendant: 1. Click the Easy Attendant Menu tab. 2. Find the option you d like to configure in the list (the selections your callers will have when the reach the Easy Attendant. 3. Select the drop-down menu to display a list of available options. a. Unassigned The button will have no functionality if pressed by a caller. b. Play Announcement callers will hear a secondary announcement, such as hours of operation or list of extensions. c. Transfer to Phone Callers will be transferred to the phone number entered to the right of the selection. The phone number entered can be any valid telephone number, including extensions from within the Easy Attendant. d. Transfer to Voicemail callers are transferred to a voicemail. The voicemail destination must be provided by Utility Telephone. e. Dial by Extension callers are transferred to a dial by extension directory. Extensions in the directory are setup through the Extensions interface on the following page. f. Dial by Name callers are transferred to a dial by name directory. Names in the directory are setup through the Extensions interface on the following page.
To record your greeting: 1. To record a greeting from the web interface you will need a working microphone connected to your computer. 2. Click the Easy Attendant Menu tab. 3. On the right side of the screen click the record link. a. If you don t have a greeting recorded the link will be red. If you already have a greeting recorded the link will be green. 4. When ready to record your initial greeting, click the record button (the round, green, button with a red circle on it). 5. When you have finished recording your initial greeting, click the stop button (round, green, button with a square on it). 6. If you have happy with your recording click Add. Otherwise click the record button again to re-record the greeting.
To configure names and extensions for your directory: 1. Click the Extensions tab. 2. Click the Add Extension button. 3. On the Add Extension pop-up window, fill in the extension and telephone number for the person you are adding. a. If you are using a dial by name directory, fill in the first and last name information as well. 4. You can add a spoken name to the Easy Attendant from this menu as well. a. If you have a working microphone connected to your computer, you can use the record spoken name link to record the name of the extension. b. To upload a previously recorded name, use the Upload Spoken Name link c. To delete a saved spoken name recording, click the Delete Spoken Name button on the bottom of the pop-up window. 5. When finished, click the Add button to save the extension in your Easy Attendant.
To enable your Easy Attendant: 1. After you have configured the Easy Attendant Menu and Extensions. 2. Click the Main tab. 3. Click the Turn On button. 4. Your Easy Attendant is now active. You should see the message, Your Easy Attendant is current ON, in the upper left corner, and the Turn On button should now say Turn OFF. a. If there are missing parts of the configuration, the Easy Attendant will not turn on. Instead, you will get a message, stating what is missing and needs to be completed.
To configure Time of Day routing: 1. Select the first option on the Welcome screen for your Easy Attendant. a. If you previously chose to not use Time of Day routing, but would now like to use it, click the link on the bottom of the page that says, Switch to using a schedule. 2. Time of Day routing allows for two different menus and greetings to be played to callers, based on the time of the day and day of the week.
To define a schedule: 1. Click the Schedule tab on the top of the screen. 2. Click the link, start with a blank schedule. a. If you d like to use a predefined schedule, click the link, start with a default schedule that you can fine tune (recommended). 3. Highlight the squares in the grid, corresponding to days and hours you d like callers to hear the Business Hours Menu. a. If you need to schedule by the half hour, click the Zoom In link. 4. Click the Apply button on the bottom of the screen. 5. Define menus for business hours and non-business hours, using the tabs on the top of the screen.
To change your Easy Attendant s PIN: 1. Click the Settings tab on the top of the screen. 2. On the Security tab, enter a new PIN into the Password field. 3. Enter your new PIN a second time into the Confirm password field. 4. Click the Change Password button.
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