This article assumes that you are already signed into the CallHarbor portal with office manager privileges and have the desired time frame set up. If you do not have a login to CallHarbor or you do not have the correct privileges please reach out to CallHarbor support. If you need more information on time frames, please click here.
To add a new Auto Attendant select Add Attendant. To edit an existing auto attendant click on the name or the edit icon.
Enter the name you would like the attendant to be called and the extension you want the attendant to be associated with. The extension should be a new one not currently in use or it will change the extension already in use into an auto attendant, breaking anything setup on that extension. Time frames determine specific hours of certain days or a span of days the auto-attendant will be active. For example Monday-Thursday 5pm-8am, or July 7–July 25. If you do not have a time frame created then select the default (all the time) time frame. Click Add.
An introductory greeting is an automated answering option that will provide callers with a greeting followed by some brief information. If you would like an introductory greeting, click the speaker icon next to Intro Greetings. If there is no introductory greeting the call will transfer directly to the menu prompt. A Menu Prompt is a recorded description of the options and their assigned numerical keys. A best practice is to choose the options first, then write a script and record it (The prompt text box and options can't be seen when the manage audio screen pops up). To learn more about Intro Greetings and Menu Prompts, please click here. To learn more about auto attendant scripts, please click here.
The options menu is displayed by hovering the cursor over a phone key button. Clicking on the application will display a dialog box with the following options:
- User displays a text box to be filled with the user extension the call will be routed to.
- Typing in the text box will display a drop down list of available users to choose from. Clicking on the gray X will delete the option and make the button available for re-use.
- Conference displays a text box to be filled with the bridge name and user extension
- Typing in the text box will display a drop down list of available conferences to choose from.
- Call Queue displays a textbox with drop down and a number of options.
- The announcement for callers option uses settings entered when creating the call queue. Typing in the text box will display a drop down list of available call queues to choose from.
- Directory provides an auto directory using the phone's auto voice with numbers and names recorded when adding the users.
- Voicemail transfers callers directly to a given voice mail extension chosen from the drop-down menu displayed by typing in the text box.
- Voicemail Management prompts the caller for an extension number and password to check messages and manage voicemail by phone.
- External Number will transfer to an outside line such as a home or cell phone.
- Play Message will play a recorded message or mp3/wav file then transfer to another option, hang-up or repeat the prompt
- Repeat Greeting prompt will replay the menu prompt when this option is chosen
- Add Tier makes it possible to have another auto attendant accessed by a key option. This option is only available on 1-9. Example: Dial 9 to get to the next level
Depending on the use case of your auto attendant will determine what options you chose for each number on the dial pad menu. Not every option needs to be set, only the ones needed for your business.
Caller ID prefix
Some of the above options also include an extra text field for a caller ID prefix. Inside of the Caller ID prefix box, you can enter a set of words that will be displayed before the caller ID of any call that selects the option. You can use this to label incoming calls based on what a caller selects in an auto attendant. For example labeling a call with billing or sales so you know who the caller wants to speak to.
Once all menu options are set, there are some additional settings that may need to be set:
Enable Dial by Extension: When this is set, an extension number can be typed while the menu prompt is playing or after it finishes, and the call will be sent to that extension. If this is set, you do not need to include "If you know your party's extension you may dial it at any time" unless you want your customers to know that they can dial extensions.
If no key is pressed: The options presented in the dropdown are based on the options set. You can either select to repeat the greeting prompt or follow one of the options set when no key is pressed by a caller, such as "Stay on the line to speak with a representative" then having it follow option 0 which is set to a specific user or users.
If unassigned key is pressed: This setting works the same as the above, but it is only triggered if a menu option is selected with no menu option set up.
Timeout before first key press: This is a measurement of time that the auto attendant will wait before following the if no key is pressed rule. By default it is 5 seconds, to increase or decrease this, select set custom and slide the slider to the desired amount of seconds.
Timeout after last key press: This is a measurement of time that the auto attendant will wait before following the dialed option. If it does not match an extension with dial by extension enabled or a menu option, it will follow the unassigned key pressed rule. By default it is 3 seconds, to increase or decrease this, select set custom and slide the slider to the desired amount of seconds.
Maximum key presses to collect: This is the amount of dialed numbers that will be accepted by the auto attendant before following the matching rule. By default this is set to 5 key presses, to increase or decrease this, select set custom and slide the slider to the desired amount of key presses.