Auto attendants, or “digital receptionists,” are pre-recorded voice menus that give callers transfer options. In today's fast-paced business world, where every interaction counts, your auto attendant plays a pivotal role in shaping customer perceptions and experiences.
Auto Attendant Benefits
Your auto attendant is more than just a voice on the phone—it's your business's digital receptionist and often the first point of contact for your customers. While it may operate quietly in the background, its impact on your company's image is profound.
A well-designed auto attendant does more than just answer calls; it also,
- Provides crucial information as first impressions are formed within seconds.
- Efficiently directs inquiries and sets the tone for customer interactions.
- Enhances (or diminishes) your professional image.
- Reflects your brand's personality and values.
Accessing Auto Attendants
You must be in Manage Organization to access the Auto Attendant tab.
To listen to an auto attendant's main message, click the play icon on the left.
To edit an auto attendant, click the attendant's name or the pencil icon to bring up the edit pop-up menu.
To add a new auto attendant, click the Add Attendant button on the right.
Auto Attendant Iconography
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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.Creating New Auto Attendants
During your onboarding process, a net2phone Canada agent will help you in the creation of auto attendants and your call flow. To add an auto attendant, click the Add Attendant button, enter a unique name extension, and assign a predefined time frame.
Check out this article to learn how to record messages for your auto attendant.
Auto Attendant Number System
Auto Attendants should be part of the 8000 series. For example, your billing auto attendant could be 8001, and your customer service could be 8002. Never create an auto attendant with a pre-existing extension.
You Cannot Delete Auto Attendants
You cannot delete an entire auto attendant extension through the Sonar portal. You must contact net2phone Canada Directly to Delete Auto Attendant Lines.
Learn how to delete auto attendant dial pad options in this article.
Manage Auto Attendants
The Sonar portal offers a robust Auto Attendant feature set, which is mostly self-customizable. As an Office Manager, you have the ability to configure the following options for Auto Attendant:
- Main Message (menu prompt)
- Dial Pad Options (call handling)
- Additional Options (no-key handling and speech keywords for accessibility)
- Language Options (English, French, and Spanish)
- Intro Greetings (configured within the Music-on-Hold tab)
Auto Attendant Main Message
You can find the main message for an auto attendant directly underneath the Menu Prompt section on the left side of the page.
Dial Pad Options: Call Handling
The dial pad options are the backbone of your Auto Attendant call handling system. When choosing a key # for an option, you will reveal a menu with the following choices.
User Extension
Direct calls to a specific extension, adhering to the user's active Answering Rule. This option ensures personalized call handling based on individual preferences.
Call Queue
Guide calls to a specific Call Queue, streamlining high-volume call management. Note that this bypasses any answering rules set for the Queue's user account.
Directory
Enable callers to reach their desired party by inputting the first three letters of the person's last name (or first name, if configured). Company directories enhance caller autonomy and reduce operator workload.
Voicemail
Send callers directly to a specified voicemail inbox, ideal for after-hours or overflow call management.
External Number
Route calls to an off-net number, expanding your reach beyond the internal system. Enter the number as a 10-digit string, using only numerical characters.
Play Message
Deliver pre-recorded information to callers; you can record messages on demand, upload audio files (.wav or .mp3), or utilize the Sonar text-to-speech feature with multi-language options.
Repeat Prompt
Restart the Auto Attendant recording from the beginning, ensuring callers don't miss important information.
Add Tier
Create a nested Auto Attendant within the current one, offering more complex routing options. Secondary nested auto attendants support all the above features; however, you cannot create tertiary nesting.
Additional Options
Additional Auto Attendant configuration options can be accessed by clicking the gear/cog icon on the right side, within an auto attendant's main settings.
Enable Dial by Extension (checkbox)
Activate this feature to allow callers to input full extension numbers. When enabled, the system listens for valid extensions and routes calls accordingly, streamlining the connection process.
No Key Press Handling
Define the system's response when a caller doesn't press any key within the specified timeout period. This ensures that inactive calls are managed efficiently.
Unassigned Key Press Management
Specify how the system should react when a caller presses a key that isn't assigned to any function. This helps in gracefully handling user errors or misunderstandings.
Your options for both No Key Press Handling and Unassigned Key Press Management are:
- Repeat the greeting prompt
- Hangup
- Follow a configured dial pad option #.
Enhancing Your Auto Attendant with Speech Keywords
Speech Keywords allow a caller to verbally choose an option when they reach an Auto Attendant instead of pressing keys to make a selection.
Why Use Speech Keywords?
Adding multiple keywords for each option ensures that callers can ask for the same thing differently, making the system more user-friendly.
Hands-free Navigation
Callers can interact without touching their phones.
Enhanced Accessibility
Makes your system more inclusive for all users.
Intuitive Interaction
Creates a more natural way to navigate your phone system.
Keyword Examples
Directory Menu, Pricing, Buy, Sales, Product Information, Support, Find, Search, Billing
How to Add Speech Keywords to a Dial Pad Option
You must be in Manage Organization to access the Auto Attendant tab.
- Click the Auto Attendants tab in your Sonar portal.
- Click the name or the pencil icon of the auto attendant you want to edit.
- Click the gear icon to open Options.
- Click the Speech Keywords sub-tab.
- Click on an option, type a keyword or phrase and click Add.
You can add multiple keywords to the same option by using a comma.
To remove keywords, click the X next to the word.
- Click Done when you are finished.
- Click Save before exiting this page.
Auto Attendant Language Options
Canada's rich linguistic diversity is reflected in its business environment, with many companies operating in both English and French. At net2phone Canada, we recognize the importance of seamless bilingual communication. Sonar's flexible auto attendant system is designed to meet the unique language requirements of Canadian organizations, ensuring clear and professional communication with all your clients, regardless of their preferred language.
Bilingual Communication Made Easy!
Whether your business primarily uses one language or needs a fully bilingual setup, our system allows you to customize your auto attendants accordingly.
- Designate specific lines for English or French prompts
- Set up tier-level auto attendants in both languages
- Create separate English and French auto attendants (this article)
Call handling flexibility ensures that your callers receive a professional greeting in their preferred language, enhancing their experience from the first point of contact.
How to Change Your Auto Attendant Language
You must be in Manage Organization to access the Auto Attendant tab.
- Click the Auto Attendant tab in your Sonar portal.
- If you have multiple auto attendants, choose which you'd like to edit by clicking its name or its pencil icon.
- Under Menu Prompt, click the language drop-down menu and choose from the following languages:
- Default (English-Canada)
- English-United States
- Spanish-Mexico
- French-Canada
- (Optional) Under the "Dial Pad Menu" choose a key number and auto attendant option (e.g., play message).
Learn how to record messages for auto-attendant options. - (Optional) Depending on the application option selected in step 4, fill in any necessary fields.
- Click Save before navigating away from this page.
