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What is an Auto Attendant?
An auto attendant is an interactive menu that allows callers to make a selection to route their calls to the desired destination. Think of auto attendants as a virtual receptionist, rather than reaching a receptionist and explaining the reason for calling in order to be transferred, a recording is played for the caller and a selection is made based on the menu options given.
How many menu destinations can you set?
Destinations are set in the Dial Pad Menu, utilizing 0-9 and *, for a total of 11 destinations. Auto attendants can also be set up to follow a specific action if no option is chosen or an unassigned key is pressed, such as staying on the line to speak to a representative or repeating the recording.
How does the caller know the available destinations?
Auto Attendants use Intro Greetings and Menu Prompts to inform the customer of the destinations.
An intro greeting is a time frame based greeting, and will only play when that timeframe is in effect. For example:
- during business hours, play "Thank you for calling <Company>."
- after business hours, play "Thank you for calling <Company>, we are currently closed"
A menu prompt is not time frame based and will always play when the auto attendant is reached, after the intro greeting if applicable. All destinations should be included in the menu prompt. For example:
- To reach Sales, please press 1. To reach Support, please press 2
For tips on writing an auto attendant script, please click here.
For instructions on adding an intro greeting or menu prompt, please click here.
CallHarbor offers professional recordings that can be used for greetings and prompts. Professional Recordings are a paid feature and require a quote to be signed.
For a quote for professional recordings, please contact CallHarbor Support, including:
- Your Name
- Your Extension
- Your Company Name
- The Auto Attendant the recording should be uploaded to
- The Script for the auto attendant
What Needs to Be Created Before the Auto Attendant?
All users and call queues must be created before the auto attendant. If the destination does not exist in the system, then the destination cannot be set in the auto attendant.
An auto attendant requires a time frame to be selected at time of creation:
- If the auto attendant should be available for use by the system all of the time, select Default
- If the auto attendant only needs to be available for use by the system during specific days or dates, please create a time frame for the auto attendant first.
- For instructions on creating time frames, please click here.
What types of destinations can be set on an auto attendant?
User
A user's extension is set and when this option is chosen, it goes directly to the extension
- Enter the extension of the user in the 'Enter name, extension' text box
- Enable Enhanced Voicemail - enhanced voicemail will play a "To dial another extension" message when the caller goes to voicemail. To remove the ability to dial another extension and only have the option to leave a voicemail, uncheck this box.
- Caller ID Prefix - enter a label for the type of call, such as Sales, if desired. For more information on Caller ID prefixes, please click here.
Conference
CallHarbor uses a third-party conferencing software. For assistance in setting a conference on an auto attendant, please contact CallHarbor Support, including:
- Your Name
- Your Extension
- Your Company Name
- The Auto Attendant to be edited
Call Queue
A call queue's extension is set and when this option is chosen, it goes directly to the call queue. To learn more about call queues, please click here.
- Enter the extension of the call queue in the 'Enter name, extension' text box
- Announcements for Callers:
- No announcement - will not announce any information when connecting to the call queue
- Announce number of callers in queue - will announce the current number of callers ahead of them when connecting to the call queue
- Announce average expected wait time - will announce the current average wait time for the queue when connecting to the call queue
- Caller ID Prefix - enter a label for the type of call, such as Sales, if desired. For more information on Caller ID prefixes, please click here.
Directory
Customers enter in the first 3 letters of the last name (first name if set up) and the company directory finds a match and connects the customer to the user's extension
An extension will only be included in the company directory if 'Announce in Audio Directory' is checked
This setting can be found by going to Users>Profile
Voicemail
A user's extension is set and when this option is chosen, it goes directly to the extension's voicemail
- Enter the extension of the user in the 'Enter name, extension' text box
- Enable Enhanced Voicemail - enhanced voicemail will play a "To dial another extension" message when the caller goes to voicemail. To remove the ability to dial another extension and only have the option to leave a voicemail, uncheck this box.
Voicemail Management
Voicemail management allows users to call from an outside line, such as their cell phone, and be connected to the voicemail system. You will be required to enter your extension (account) and VM PIN (password)
External Number
A 10 digit number is entered into the field and when this option is chosen the number is dialed
Enter the phone number without formatting
Play Message
A recording is uploaded, and when this option is chosen, the recording plays
1. Click the Manage Greeting button
2. Select the type of audio
3. For instructions on how to upload using each audio type, please click here.
Repeat Prompt
The menu prompt recording will play again
Add Tier
- Sometimes one option can lead to needing to choose a secondary option, this allows for it. Another recording would need to be set up for the secondary menu.
Auto Attendant Options
To edit the auto attendant options, click the settings gear located to the right of the dial pad menu
Enable Dial By Extension
- Allows the caller to enter an extension instead of selecting 0-9 or *
- If unchecked, extensions entered will follow the 'If unassigned key is pressed' setting
If no key is pressed
- this setting will determine what happens if a caller does not press a key to select a destination
- Repeat the greeting prompt, follow a destination set to 0-9 or *, or hang up
If unassigned key is pressed
- this setting will determine what happens if a caller presses a key that is not assigned a destination
- Repeat the greeting prompt, follow a destination set to 0-9 or *, or hang up
