Auto attendants, sometimes referred to as “digital receptionists,” are pre-recorded voice menus that give callers transfer options. Utilizing an auto attendant system is cost-effective as it replaces or helps a human operator/receptionist by automating incoming call transfer procedures.
|
NOTE: You must be in “Manage Organization” view to access the Auto Attendant tab. |
CREATING AUTO ATTENDANTS
During your onboarding process, a net2phone Canada agent will help you in the creation of auto attendants and your call flow. If you would like to add auto attendants, later on, you can do so in this section.
To add an auto attendant, click the Add Attendant button and enter the name, extension, and time frame.
AUTO ATTENDANT ICONOGRAPHY
Edit a greeting or auto attendant message.
Play a greeting or message.
Manage audio files and greetings.
Download a .wav audio file.
Delete a greeting or message.
MANAGING YOUR AUTO ATTENDANTS
If your organization has an auto attendant or multiple auto-attendants, office managers can edit them in this section. You can edit the recording and the name of an auto attendant, but not the extension number.
|
NOTE: To add a new auto attendant extension you must contact net2phone Canada directly. For immediate assistance, you can contact our Technical Support Team by dialing 611 from your net2phone Canada device or by calling 1-877-498-3772 and choosing option #3. Emails will be responded to within 1 business day and can be sent to support@net2phone.ca. |
To listen to an auto attendant greeting, you can click the play icon on the left.
To edit an auto attendant you can click the name of the attendant, or the pencil icon to bring up the edit pop-up menu.
Within the edit menu for an auto attendant, you have access to three sub-menus:
- Intro Greetings
- Menu Prompt (Manage Audio)
- Dial Pad Menu.
INTRO GREETINGS
|
NOTE: Intro greetings can be tricky. We recommend speaking with a member of our Support Team before implementing an intro greeting. |
An introductory greeting plays before the auto-attendant message. Your introductory greeting will only be played once, even if you choose to have your auto attendant message(s) repeated. You may want to create multiple introductory greetings for one auto attendant, such as business hours, after hours, and holidays. You can access your introductory greetings by selecting an auto attendant and clicking the speaker icon next Intro Greeting.
Within the Manage Greetings pop-up menu, you can directly edit, delete, and add introductory greetings. To add a new greeting, you have the option to either upload or record a greeting.
|
NOTE: All intro greetings must be connected to a Time Frame. |
MENU PROMPT (MANAGE AUDIO)
Under the Menu Prompt section, you can see the auto attendant name listed, a play icon, and a speaker icon. You can access the Manage Audio pop-up menu by clicking the speaker icon. Within the Manage Audio pop-up, you can edit the greeting description (i.e., name), see the length, and modify the greeting by uploading or recording a new auto attendant message.
|
NOTE: Unlike introductory greetings, you can only have one auto attendant message at a time. We recommend that you always download and save auto attendant messages before recording or uploading new ones, in case you wish to reuse an old auto attendant message. |
AUTO ATTENDANT OPTIONS (DIAL PAD MENU)
You can configure the auto-attendant options here. In the photograph above, there are no options open for use, as each one has an icon below. When you click a number that does not have an icon under it, you can choose what function that dial pad option performs.
Options
User – connects the call to a user’s extension.
Call Queue – connects the call to a call queue.
Directory – connects the call to a company directory. The prompt will ask the caller to dial the first three digits of the intended recipient's last name. If there are multiple employees with the same three numbers the prompt will ask the caller to press 1 for (first person), press 2 for (second person), and so on.
Voicemail – connects the call to a specific voicemail.
External Number – redirects the call to an external number.
Play Message – plays an additional message.
Repeat Prompt – repeats your auto attendant message.
Add Tier – plays an additional message with additional options.
No Key and Unassigned Key Options
When auto attendants are in place, callers may accidentally press an unassigned key, or not press any key at all. To access your options for No Key and Unassigned Key, you can click the Options button, and a pop-up menu appears.
Here you can control what happens when no key is pressed or an unassigned key is pressed. The options are: repeat the greeting prompt, hang up, or follow one of the configured dial pad keys.
Warning!
Enable Dial by Extension is checked by default. It is important that this remain enabled as it denies the caller the ability to choose any auto attendant options when unchecked.
