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Configuring an Auto Attendant Menu
Last Updated: 09/05/2012

AUTO ATTENDANTS (MENUS)

An auto attendant can answer a telephone line or VoIP number, and can be included in the call cascade of a local extension, remote extension or ring group.

An auto attendant can answer a call if the receptionist is away or if you don’t have a receptionist. Each auto attendant has a message and up to six options. The message tells the caller what the options are. You can load a professionally pre-recorded message, or can record a message using a handset. The caller selects an option by dialing 0 (9 in some regions), 1, 2, 3,4 or 5. The auto attendant then performs the action programmed for the option. The auto attendant can:

• Transfer the call to a local extension, remote extension or ring group. The call then follows the extension’s call cascade.

• Transfer the call to the call queue of a ring group. The call is placed on hold. The TalkSwitch system will ring the next available local extension in the ring group.

• Transfer the call to a voice mailbox, allowing the caller to leave a message. The call can be transferred to a local extension, remote extension or general voice mailbox. Pressing * during the greeting returns to the auto attendant. If the 0 option is programmed (9 in some regions), pressing 0 during the greeting (9 in some regions) can route the call to an extension, voice mailbox, announcement or auto attendant. An authorized caller can retrieve messages and perform other voicemail activities by pressing 8 during the greeting. If no digit is pressed during the greeting, the system hangs up after the caller leaves a message.

• Play an announcement with directions, business hours, etc. The announcement can have the 0 option programmed (9 in some regions) to route the call to an extension, voice mailbox, announcement or auto attendant. The system hangs up after the announcement if no digit is dialed. Pressing * returns to the auto attendant.

• Access the dial-by-name directory so the caller can find a user’s extension number. The dialby-name directory prompts the caller to enter the first three letters of the user’s last name. Pressing * returns to the auto attendant. See Setting up the dial-by-name directory on page 158.

• Route the call to another auto attendant, which allows actions to be nested into a powerful call routing system. For example, the main auto attendant can say “Press one for English. Oprima dos para Español.” Option 1 goes to the English auto attendant and option 2 goes to the Spanish auto attendant.
 
In addition to the six auto attendant options, the caller can:

• Reach an extension by dialing an extension number.

• Access voicemail by pressing ** then the mailbox number.

• Access call back by dialing 6.

• Access call bridge/DISA by dialing a hunt group number.

• Enter command mode by pressing #.

The caller is able to dial an extension, even if the first number of the extension is the same as an auto attendant option. For example, the caller can dial  111 even though the first “1” is the  same as auto attendant option 1. This is because the TalkSwitch system waits after the caller dials a digit, before following the action for that digit. The default wait time is 1.5 seconds, and is set with the  Single digit fall through time list in the Auto Attendants window.

The TalkSwitch system automatically copies the auto attendants to each TalkSwitch unit on the network. This reduces network traffic and allows the system to continue functioning even if a unit loses power or is disconnected from the LAN.
 
The recording time for internal music on hold, voicemail, and the auto attendants is shared on the TalkSwitch unit. You can expand the built-in memory using memory cards.

The Auto Attendants (Menus) page allows you to set up the nine different auto attendants for the TalkSwitch system.

1. Select the Auto Attendant (Menus) page.

Note: In the Actions During Auto Attendant Playback section, depending on the region, callers can press either 0 or 9.

Activate auto attendant

The Activate Auto Attendant area allows you to activate an auto attendant. All auto attendants are activated by default.

1. Select an auto attendant.

2. If necessary, select the Activate Auto Attendant checkbox.

3. Enter the

Auto attendant label. The name will identify the auto attendant elsewhere in the

TalkSwitch management software.

Actions during auto attendant playback

The Actions During Auto Attendant Playback area allows you to configure the auto attendant with up to six options, associated with the caller pressing 0 (9 in some regions), 1, 2, 3, 4 or 5.

1. Select the Action. Choices are:

go to voicemail — Accesses the selected voice mailbox.

go to local extension — Transfers the call to the selected local extension.

go to remote extension — Transfers the call to the selected remote extension.

go to ring group — Transfers the call to the selected ring group.

play announcement — Plays the selected announcement.

go to auto attendant — Routes the call to the selected auto attendant.

queue at ring group — Transfers the call to the call queue of the selected ring group.

lookup name directory — Accesses the dial-by-name directory. See Setting up the dial-bynamedirectory on page 158.

perform no action — The option is unused.

go to VoIP location — Routes the call to the selected VoIP number within the TalkSwitch VoIP network.

2. Select the Resource. Depending on the action selected in Step 1, resources are voice mailboxes, extensions, announcements, auto attendants, or VoIP numbers within theTalkSwitch VoIP network.

3. Select the language in the Language of system prompts list. If the caller selects this option, they will hear all subsequent prompts in the selected language.

4. Select the action If a fax call is detected. The TalkSwitch system can automatically detect a fax machine that plays a CNG tone. Choices are:

go to local extension

go to remote extension

perform no action

hang up

5. Depending on the action selected in Step 4, select the extension the fax machine isconnected to.

6. If the caller dials an option that causes the auto attendant to transfer their call, the systemwill play the “One moment please” prompt by default. You can disable the prompt. See From auto attendant tab on page 186.

a) Choose Options > Transfer Preferences. The Transfer Preferences window appears.

b) Select the From Auto Attendant tab.

c) To disable the prompt, select the Disable playing of transfer prompts checkbox.

Action performed after auto attendant playback

The Action Performed After Auto Attendant Playback area allows you to set up how the systemwill react if the user makes no selection. This can occur if the caller does not understand theprompts, does not have tone dialing on their phone, or prefers to speak with a person.

1. Select the time limit, ranging from 0 seconds to 30 seconds.

2. Select the action. Choices include:

go to voicemail

go to local extension

go to remote extension

go to ring group

play announcement

go to auto attendant

queue at ring group
 
lookup name directory — See Setting up the dial-by-name directory on page 158.

hang up

3. Depending on the action selected in Step 2, select the voice mailbox, extension,announcement, or auto attendant.

Working with auto attendant messages

You can record a new message, load a professionally recorded message, or erase a message fromthe TalkSwitch system.

Recording a new message

You can record a new message using a local extension or remote phone.

1. Pick up a local extension, or dial into the TalkSwitch system from a remote phone. If youpick up a local extension, you will hear the dial tone. If you dial in from a remote phone, theauto attendant will answer.

2. Enter command mode by either pressing # on an analog extension phone, or *55# on aTalkSwitch IP phone (note: other brands may use *55 Send or *55 Dial).

3. Enter the system password, followed by #.

4. Dial 4 [auto attendant number 1 - 9] # to record the message. For example, dial 41# torecord the message for auto attendant 1.

5. Press # when you have completed saying the message.

6. Dial 5 [auto attendant number 1 - 9] # to listen to the message. For example, dial 51# tolisten to the message for auto attendant 1.

Additionally, if using version 6.50 or later you can click on Record Greeting button then select which extension the TalkSwitch will call to record the greeting.

7. Repeat Steps 4 to 6 to re-record the message, or hang up to keep the message.

Loading a message

The Attendant Greetings area allows you to load the message for the auto attendant.
 
You can load an 8 kHz, 8 bit, Mono, u-Law .wav file that contains the auto attendant message. Ifusing a professionally recorded message, ensure it is in this format.

1. Select an auto attendant.

2. Click Load Greeting. The Select Wav File window appears.

3. Click Browse to select the .wav file, and then click Select Wav File.

Erasing a message

You can erase a recorded or loaded message using a local extension or remote phone. Erase unused auto attendant messages to free up space for voicemail.

1. Pick up a local extension, or dial into the TalkSwitch system from a remote phone. If you pick up a local extension, you will hear the dial tone. If you dial in from a remote phone, the auto attendant will answer.

2. Enter command mode by either pressing # on an analog extension phone, or *55# on a TalkSwitch IP phone (note: other brands may use *55 Send or *55 Dial).

3. Enter the system password followed by #.

4. Dial 04 [auto attendant number 1 - 9] # to erase the message. For example, dial 041 # to erase the message for auto attendant 1.

Setting up the dial-by-name directory

The dial-by-name directory allows a caller to find a user’s extension number, and connect to their local extension or remote extension. This way the caller can reach their party without speaking to the receptionist.
 
When prompted by the auto attendant, the caller selects the dial-by-name directory, and then dials the first three letters of the user’s last name. Alternatively, the caller can dial only one or two letters. If a matching entry is found, the system will play the user’s name and extension number. The caller can then dial 1 to connect to the user’s extension. If there are multiple matches, the caller can dial 2 to hear the next matching name and extension number.

To make use of the dial-by-name directory:

1. Set up the local extensions (see Activate extension on page 58) and remote extensions (see Activate extension on page 117). The Last name from each extension will be used in the directory.

2. Have each user set up their voice mailbox by dialing **# and then following the prompts. They will record their names for the dial-by-name directory. Alternatively, you can set up their voice mailboxes by dialing ** + voice mailbox number + # and then following the prompts.

3. Configure the telephone line or VoIP number to be answered by an auto attendant. See Call handling on page 136.

4. Configure the auto attendant with an action to access the lookup name directory. See Actions during auto attendant playback on page 154.

5. Record an announcement for the auto attendant that tells the caller how to access the dialby-name directory. See Working with auto attendant messages on page 156.

6. To make the dial-by-name directory available to users as well as callers, configure the Dial 0 Routing feature (Dial 9 in some regions), to connect with the lookup name directory. See Dial 9 or 0 routing on page 28.

You can delete the names recorded for the dial-by-name directory by resetting the voice mailbox. See Reset mailboxes on page 125.



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