Configuring the Auto-Receptionist

Last Updated : Jun 29, 2022 |

As an administrator, you can set up the Avaya Cloud Office™ Auto-Receptionist for your phone system to handle incoming calls. The Auto-Receptionist includes the IVR menu that callers hear when dialing the main company number and the automated system that connects callers to the exact internal user extension they need. This functionality enables calls to be answered automatically with a default or a custom recording.

To automatically answer incoming calls with the Auto-Receptionist, you must configure the company general settings. You can configure the following settings:

  • Company Hours: To set up custom company business hours.

  • IVR Settings: To set up basic Auto-Receptionist settings, such as company greeting, custom answering rules, operator extension, and zero dialing.

  • Dial-by-Name Directory: To set up extensions in the dial-by-name directory.

  • Call Recording: To configure automatic call recording for incoming calls.

  • Block robocalls on toll-free numbers: To set up robocalls blocking.

  • Regional Settings: To configure your regional date and time settings.

You can create an IVR menu to assign extensions to the key presses and set up a prompt for callers. With extensions assigned to key presses, the Auto-Receptionist transfers incoming calls to an extension when a caller presses the key connected to this extension.



the Auto-receptionist general settings screenshot


Creating an IVR menu

About this task

Create an IVR menu and assign extensions to the key presses to distribute incoming calls according to the defined keys. After you assign the key presses, you must also add a prompt with the options of key presses for callers.

With extensions assigned to key presses, the Auto-Receptionist transfers incoming calls to an extension when a caller presses the key connected to this extension.

Procedure

  1. Click Phone System > Auto-Receptionist > IVR Menus > New IVR Menu.
  2. In the Add IVR Menu window, under Extension Name, type a name for the IVR menu.
  3. Click Save.
  4. Click the new IVR menu name.
  5. Click Key Presses.
  6. Under Key Presses, click Add Key.
  7. In the Key Press Assignment window, under Key Press, select the key and select the extension to assign to this key.
  8. Click Save.

    You can later edit or delete the assigned key presses.

  9. Repeat steps 6 to 8 until you assign all required extensions.
  10. Under Generic Key Presses, do one of the following:

    • To use the default settings, select Use default settings.

    • To customize settings, select Specify and select the new settings.

  11. Click Save.
  12. Click Prompt.
  13. Under Prompt Mode, do one of the following:

    • To use an audio prompt, select Audio and select the audio recording.

    • To use a text-to-speech prompt, select Text to speech and type the text for the prompt.

    Text for the prompt must contain only letters, spaces, commas, and dots. For example, Thank you for your call. Please, press 1 for Sales support, 2 for the Warehouse, 3 if you know the name of the party you're trying to reach, or 0 for the Operator. To repeat this Menu, press pound.

  14. Click Save > Back.
  15. To see misconfigurations, on the IVR Menus screen, click Validate Menus.


    the IVR Menus screenshot


Assigning a new phone number to an IVR menu

About this task

When configuring an Interactive Voice Response (IVR) menu for incoming call routing, note that it is initially assigned only an internal extension by default. To enable callers to access the IVR, you need to assign it a phone number—this can be a new local, toll-free, or vanity number, or one already available in your inventory.

Procedure

  1. Log in to Admin Portal.
  2. Click Phone System > Auto-Receptionist > IVR Menus.
  3. Click the name of the IVR menu where you want to add a direct number.
  4. In the Direct Number section, click Add.
  5. On the Add Direct Number window, click Location, then select the country of the registry for the direct number.
  6. Click the Number Type dropdown, then select either Local Number, Toll-Free Number, or Vanity.
  7. Local Number
    1. Enter the relevant information into the State/Province and Area Code dropdowns.
    2. Check the boxes next to the numbers you want to add, then click Add Numbers.
  8. Toll-Free Number
    1. Select the area code prefix you want to use.
    2. Check the boxes next to the numbers you want to add, then click Add Numbers.
  9. Vanity Number
    1. Click the 8** dropdown to select your number’s prefix.
    2. Enter a combination of numbers and letters into the next two fields, then click Search to verify the number is available. You can use the asterisk (*) key as a wildcard when searching for numbers.
    3. Complete the CAPTCHA.
    4. Select the number to confirm, then click Add Numbers.
  10. Click Next.
  11. Confirm your choices:

  • For Toll-Free and Vanity numbers, click OK in the popup.

  • For local numbers, check the box next to the acknowledgment statement, then click Next.

  1. Click Done.

Next Steps

To confirm that your new direct numbers have been added to your IVR menu:

  • On the IVR Menus page, check the Numbers column for the new numbers.

  • On the Extension Info page, check for the number under Direct Number.

Selecting an existing phone number for an IVR menu

About this task

If you already have a phone number in your inventory, you can assign it by selecting it from the number inventory.

Procedure

  1. Log in to Admin Portal.
  2. Click Phone System > Phone Numbers > Number Inventory.
  3. Click the More icon corresponding to the existing number that you want to assign and click Assign to.
  4. On the Assign Number dialog box, select Extension to assign the phone number to an IVR menu extension and click Select Extension.
  5. On the Select Extension window, select or search for the IVR menu to assign this number to and clickSelect.
  6. To confirm your selection, click Assign.

    The system displays the message Phone number has been successfully assigned.

Setting up Company hours greeting

About this task

The company greeting plays a default or a custom message for all callers.

After setting up the company greeting, incoming calls are routed to a fixed menu that provides options to dial an extension, access the dial-by-name directory, or connect to the operator.

Procedure

  1. Click Phone System > Auto-Receptionist > General Settings.

    If your company has multiple sites, select the preferred site to configure its call handling settings.

  2. Click Call Handling.
  3. Click the Business hours tab to set up call handling for work hours.
  4. From the list of available options, specify the routing destination for incoming calls.
    1. Select Company greeting.
  5. Click Edit.
  6. In the Business hours greeting window, you can set the greeting message, select the greeting language, and define the action if a caller does not press a key: disconnect the call or connect to the operator.
  7. Click Done.
  8. Click Save.

Setting up After hours greeting

About this task

The company greeting plays a default or a custom message for all callers.

Procedure

  1. Click Phone System > Auto-Receptionist > General Settings.

    If your company has multiple sites, select the preferred site to configure its call handling settings.

  2. Click Call Handling.
  3. Click the Closed hours tab to set up call handling for after work hours.
  4. From the list of available options, specify the routing destination for incoming calls.
    1. Select Company greeting.
  5. Click Edit.
  6. In the Closed hours greeting window, you can set the greeting message, select the greeting language, and define the action if a caller does not press a key: disconnect the call or connect to the operator.
  7. Click Done.
  8. Click Save.

Configuring custom answering rules

About this task

You can create custom answering rules to enable special call routing during holidays, specific times of the day, or for designated callers.

Procedure

  1. Click Phone System > Auto-Receptionist > General Settings.

    If your company has multiple sites, select the preferred site to configure its call handling settings.

  2. Click Call Handling.
  3. Click the Custom Rules tab.
  4. Click Add Custom Rule.
  5. In the Custom Answering Rule window, click + Add Rule to create a new custom rule.
  6. To edit an existing custom rule, click Edit Custom Rule next to the rule you want to modify.
  7. To deactivate a custom rule, go to the Custom Answering Rule window and turn off the toggle next to the respective rule.

Setting up company operator

About this task

The company operator decides who receives calls when a caller presses 0 during your company greeting or a coworker's voicemail message.

Procedure

  1. Click Phone System > Auto-Receptionist > General Settings.

    If your company has multiple sites, select the preferred site to configure its call handling settings.

  2. Click Call Handling.
  3. Click the Settings tab.
  4. Go to Call / Fax / SMS Recipients to configure the following settings:
    1. Operator: Click Select Extension to choose the user who receives calls when a caller presses 0 during your company greeting or a coworker's voicemail message. Operators can do the following:

      • Receive inbound calls to the company number.

      • Place outbound calls on behalf of the company number.

      • Send outbound faxes on behalf of the company number.

    2. Fax/SMS recipient: Click Fax/SMS recipient to choose the user who receives faxes and SMS messages sent to your company and the main phone numbers of the site. This recipient can do the following:

      • Place outbound calls on behalf of the company number.

      • Receive inbound faxes to the company number.

      • Send outbound faxes on behalf of the company number.

      • Receive inbound SMS to the company number.

      • Send outbound SMS for the company number.

  5. Click Save.

Setting up zero dialing

About this task

Set up the Zero Dialing option to define how the Auto-Receptionist handles callers who dial the 0 key while listening to a user or group extension greeting.

Procedure

  1. Click Phone System > Auto-Receptionist > General Settings.

    If your company has multiple sites, select the name of the site whose call handling settings you want to adjust.

  2. Click Call Handling.
  3. Click the Settings tab.
  4. Go to Zero Dialing and select from the following:

    • Connect to company greeting: To play the company greeting again.

    • Follow incoming call routing selection: To apply the same call handling settings as those used during business hours.

    • Connect to extension: To connect the caller to the defined operator extension or specific extension.

    • Do nothing: To continue the call with no change.

  5. Click Save.

Creating a multilevel IVR menu

About this task

A multilevel IVR system is a layered, interactive voice response technology that manages inbound calls and routes based on a series of predefined rules and settings.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > IVR Menus.
  3. Click New IVR Menu.
  4. Select the Site option from the drop-down list.
  5. Enter Extension number and Extension name.
  6. Click Save.

    The new IVR Menu page is created, and you will be redirected to the IVR Menus page.

Configuring a multilevel IVR menu

About this task

The multilevel IVR menu efficiently route calls by presenting callers with a structured series of options and sub-menus, and directing complex issues to the correct extensions more accurately than a single-level menu.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > IVR Menus.
  3. Click IVR Menu Test created.
  4. In the Extension Info tab, enter Extension Number.
  5. Select Language and Site from the drop-down options.
  6. In the Direct Number tab, click Add and add contact numbers based on location and number type.
  7. Click Assign later or Assign now to assign the number to the campaign registry and enable SMS service for the number.
  8. Click Delete IVR Menu to delete the IVR menu created.

Configuring the IVR prompts

About this task

This procedure outlines the steps to configure the IVR prompts.

Procedure

  1. Click IVR from the IVR Menus list to set up your IVR prompts.
  2. Click Prompt.
  3. To create your custom company greetings, select one of the following:
    1. Audio: Click to add a prompt to the prompts library. The prompt is a pre-recorded custom company greeting in .mp4 or .wav format that you can import to the system. It can also be a real-time recording through your phone or computer audio.
    2. Text-to speech: Click to type in your custom company greeting that the customers will hear when they call your company number through text-to-speech. Use the words hash, pound or star instead of # or *, if needed.
  4. Click Save.

Configuring the Key Presses

About this task

This procedure outlines the steps to configure the IVR key presses and add the rules that direct calls to their specified destinations.

Procedure

  1. Click the IVR from the IVR Menus list to set up your IVR prompts.
  2. Click Key Presses.
  3. Click Add Key.
  4. For Key, under the Actions tab, click Edit to configure the Key Press, Action, Extensions, and Sites tabs.
  5. In the Key Press tab, select 1 from the drop-down list.
  6. In the Action tab, select Connect to from the drop-down list.
  7. In the Sites tab, select a relevant option from the drop-down list.
  8. Click Save.
  9. Click Add Key to add and configure the details for Key 2.
  10. In the Key Press tab, select 2 from the drop-down list.
  11. In the Action tab, select Transfer to voicemail of from the drop-down list.
  12. In the Sites tab, select a relevant option from the drop-down list.
  13. Click Save.
  14. Click Add Key to add and configure the details for Key 3.
  15. In the Key Press tab, select 3 from the drop-down list.
  16. In the Action tab, select Connect to Dial-by-name directory from the drop-down list.
  17. Click Save.
  18. Click Add Key to add and configure the details for Key 4.
  19. In the Key Press tab, select 4 from the drop-down list.
  20. In the Action tab, select External Transfer from the drop-down list.
  21. In the Transfer to tab, enter the required details.
  22. Click Save.

    After following these steps, all four key passes are available on the Key Presses page.

  23. Under the Generic Key Presses tab, select Use default settings to view the details and edit.
  24. Under the Generic Key Presses tab, select Specify to view the details and edit.
  25. Click Save.

Configuring the Dial-by-Name Directory

About this task

The dial-by-name directory enables callers search and connect to the person they want to speak with. By default, callers can access all extensions, but you can set up your dial-by-name directory to exclude specific extensions from searches.

Procedure

  1. Click Phone System > Auto-Receptionist > Dial-by Name-Directory.
  2. Click the Enable the dial-by-name directory toggle to turn on the dial-by-name directory feature.
  3. To set up dial-by name-directory, adjust the following settings as required:
    1. Directory Key: In the Key Press field, enter the dialpad number you want to use to route callers to your dial-by-name directory. When a caller enters this number while listening to a user or group extension greeting, they will also connect to the directory.
    2. Extensions in Directory: By default, the dial-by-name directory includes all extensions. Click Edit, then in the Choose Extensions window, select the extensions you want to exclude in the directory, and click Done.
    3. Search Criteria: Select whether you want callers to search your dial-by name-directory by the first three letters of an employees First name or Last name.
    4. Optional If the multisite feature enabled, you can also specify the Users included in search.

      1. All users in directory: Select this option to include users from all company sites in search results.

      2. Users in selected sites: Select this option to include users from specified company sites in search results.

      3. Users in the same site as the IVR menu: Select this option to include in search results the users from the company site that is assigned to the IVR menu.

  4. Click Save.

Organizing the Auto - Receptionist

About this task

The purpose of organizing the auto - receptionist is to automate the management of incoming calls by improving their efficiency with a structured experience.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > General Settings.
  3. Click Main Site.
  4. To customize options for call management, select from the following:
    1. Schedule
    2. Call Handling
    3. Call Recording
    4. AI Assistant
    5. Block Robocalls on toll-free numbers
    6. Regional Settings

Configuring Schedule

About this task

Configuring an auto-receptionist schedule directs businesses to automate call routing based on hours of operation. It ensures that the callers reach correct desination, even outside of the standard hours of work.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > General Settings.
  3. Click Main Site.
  4. Click Schedule.
  5. To create a schedule for your business opening hours, select one of the following:
    1. 24 hours, 7 days a week: Select a 24/7 schedule to apply to your calls.
    2. Specific schedule: Select the days and operational hours in a week.
  6. Click Save.

Configuring Call Handling

About this task

Call handling settings updated during and after work hours enable the user to set custom call handling rules for the delegated line.

Procedure

  1. Log in to Admin Portal.
  2. Click Phone System > Groups > Delegated Lines.
  3. Select a delegated line and click the Call handling dropdown.
  4. Go to the Work hours tab.
  5. Click Edit schedule to select the work hours and time zone.
  6. Click Save.
  7. In the Incoming calls section, select the duration to ring for the owner and the delegate devices.
  8. Select the settings to ring the owner device and delegate devices simultaneously or with a delay.
  9. In the Missed calls section, select the settings to handle the calls when all lines are busy or the caller reaches the maximum waiting time.
  10. Click Set voicemail greeting for work hours to create a greeting for the callers to play during the selected schedule.
  11. Click Edit schedule to select the schedule and time zone.
  12. In the Voicemail greeting (work hours) section, click Edit to set the greeting to play.
  13. Click the After hours tab to check the existing schedule.
  14. Click Edit Schedule to select the schedule and time zone.
  15. Click Settings to edit the notification settings and toggle on the Voicemail to text section.
  16. Select the check box to avoid ringing the delegate devices as the owner is set to Do Not Disturb.
  17. Click Save.

Configuring Business hours

About this task

This procedure outlines the steps to configure the call handling settings during business hours. It includes creating a custom call routing for the incoming calls and company greetings.

Procedure
  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > General Settings.
  3. Click Main Site.
  4. Click Call Handling.
  5. To create a schedule for your Business hours, click Edit Schedule.
  6. Select one of the following options:
    1. 24 hours, 7days a week: Select a 24/7 schedule to apply to your calls.
    2. Specific schedule: Select the days and operational hours in a week.
  7. Click Save.
  8. From the Incoming calls will be routed to section, select one of the following options to route the incoming calls to the set destination:

  • Company greeting

  • IVR menu

  • A specific user

  • Multiple users - call queue

  • Voicemail

  • Announcement

  • Shared line

  • Limited extension

  • Site

  1. In the Company greeting section, click Edit.
  2. In the Set Greeting section, select Default or Custom from the dropdown list.
  3. In the View In section, select the language to view the information.
  4. In If Caller Enters no Action, select from the following options:

  • Connect to operator

  • Disconnect

  1. Click Done.

Configuring Closed hours

About this task

This procedure outlines the steps to configure the call handling settings during closed hours. It includes creating the custom call routing for the incoming calls and company greetings.

Procedure
  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > General Settings.
  3. Click Main Site.
  4. Click Call Handling.
  5. To create a schedule for your Closed hours, click Edit Schedule.
  6. Select one of the following options:
    1. 24 hours, 7days a week: Select a 24/7 schedule to apply to your calls.
    2. Specific schedule: Select the days and operational hours in a week.
  7. Click Save.
  8. From the Incoming calls will be routed to section, select one of the following options to route the incoming calls to the set destination:

  • Company greeting

  • IVR menu

  • A specific user

  • Multiple users - call queue

  • Voicemail

  • Announcement

  • Delegated ine

  • Shared line

  • Limited extension

  • Site

  1. In the Company greeting section, click Edit.
  2. In the Set Greeting section, select Default or Custom from the dropdown list.
  3. In the View In section, select the language to view the information.
  4. In the If Caller Enters no Action section, select from the following options:

  • Connect to operator

  • Disconnect

  1. Click Done.

Configuring Custom rules

About this task

This procedure outlines the steps to configure the multi-condition advanced call handling rules for the custom answering process. It includes creating the custom call answering rules for the caller ID, called number, and the scheduled hours in the week or on holidays.

Procedure
  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > General Settings.
  3. Click Main Site.
  4. Click Call Handling.
  5. To configure Custom Rules, click Edit Custom Rule.
  6. Click Add Rule to add the multi-condition advanced call handling rules.
  7. In the Conditions tab, select the Caller ID check box to add a phone number or a contact name.
  8. Select the Called Number check box to add a number from the extension database.
  9. Select the Date and/or time check box to select the schedule, day, and hours of operation.
  10. Select from the following options:

  • Weekly Schedule

  • Specific Date Range

  • Use Work or After Hours Schedule

  1. Select the days of the week and the schedule for the operation.
  2. Click Apply to and select from the following options:

  • All weekdays

  • Every day

  1. Click Next.
  2. In the Call Handling section, select one of the following options to match the incoming calls to the set rule:

  • Company greeting

  • IVR menu

  • A specific user

  • Multiple users - call queue

  • Voicemail

  • Announcement

  • Delegated line

  • Shared line

  • Limited extension

  • Site

  1. In the Company greeting section, click Edit.
  2. In Set Greeting, select Default or Custom from the dropdown list.
  3. In the View In section, select the language to view the information.
  4. In If Caller Enters no Action, select from the following options:

  • Connect to operator

  • Disconnect

  1. Click Done.
  2. Click Next.
  3. In the Summary section, click Edit to change previous settings.
  4. Click Save.

Configuring Settings

About this task

This procedure outlines the steps to configure the settings for the custom answering process. It includes creating the custom call answering rules for the caller ID, called number, and the scheduled hours in the week or on holidays.

Procedure
  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > General Settings.
  3. Click Main Site > Call Handling.
  4. Click Settings.
  5. In the Default IVR Settings section, select from the following general navigation keys to set the menu with customized options for the keys and call routing to the extension or disconnecting the call:

  • Repeat menu greeting

  • Return to root menu

  • Return to previous menu

  1. If the caller enters no action after the prompt is played three times, then select from the following options:

  • Disconnect the call

  • Connect to extension

  1. In the Zero Dialing section, define the action when a caller presses 0 while listening to a user or group extension greeting:

  • Connect to company greeting

  • Follow incoming call routing selection

  • Connect to extension

  • Do nothing

  1. In the Call / Fax / SMS Recipients section, for an operator, click Select Extension to receive calls when a caller presses 0 during the playing of the company greeting or an extension voicemail message.
  2. Click Done.
  3. For Fax / SMS recipient, click Select Extension to select the user.
  4. Click Done.
  5. Click Save.

Setting up on-demand call recording

About this task

You can set up on-demand call recording so users in your phone system can record calls from their devices. On-demand call recordings are saved for 90 days.

When on-demand call recording is turned on, users can record phone calls at any time with the press of a button. A notification will play to callers when the recording starts and when it stops.

Call recording regulations vary by geographic region. If your account includes multiple sites, you can update call recording settings for each site individually.

Procedure

  1. Click Phone System > Auto-Receptionist > General Settings.

    If your company has multiple sites, select the preferred site to configure its call handling settings.

  2. Click Call Recording.
  3. Select Use custom call recording settings.
    Note:

    If you want to use the same recording settings set up for the Main Site, select Use the Main site call recording settings.

  4. Click the Enable On-demand Call Recording toggle to turn on.
  5. Do the following to create a custom voice message that plays when the recording starts or ends:
    Note:

    Steps below are for setting up an Announcement on Start, similar steps are applicable to Announcement on Stop.

    Note:

    You can record a call using one method at a time. If a call is automatically recorded, you cannot start an on-demand recording for the same call.

    1. Click Edit under Announcement on Start.
    2. In the Announcement on Start window, select Custom from the Set Greeting drop-down, then choose how you want to record the announcement.

      • Phone: Receive a phone call to record your greeting.

      • Computer Microphone: Record your greeting using your computer microphone.

      • Importing: Upload an MP3 file or WAV file.

    3. Click Done.
  6. Click Save.

Setting up automatic call recording

About this task

You can set up Automatic Call Recording (ACR), when you want to automatically record all calls to a specific user or group extension. Recordings are saved in your Call Log.

When ACR is turned on, recording will start at the beginning of each call and stops after the call ends. ACR feature is turned off by default.

Procedure
  1. Click Phone System > Auto-Receptionist > General Settings.

    If your company has multiple sites, select the preferred site to configure its call handling settings.

  2. Click Call Recording.
  3. Select Use custom call recording settings.
    Note:

    If you want to use the same recording settings set up for the Main Site, select Use the Main site call recording settings.

  4. Click the Enable Automatic Call Recording toggle to turn on.
  5. Select or deselect the box next to the following optional settings:

    • Play periodic tones for outbound calls: Plays a beeping sound in fixed intervals as a reminder the call is being recorded.

    • Play call recording announcement for outbound calls: Plays a message informing the person answering that the call will be recorded.

    • Allow mute in auto call recording: Enables the recording to be paused and then restarted to prevent sensitive information from being recorded.

  6. Do the following to create a custom voice message that plays when the call starts:
    Note:

    You can record a call using one method at a time. If a call is automatically recorded, you cannot start an on-demand recording for the same call.

    1. Click Edit under Call Recording Announcement.
    2. In the Call Recording Announcement window, select Custom from the Set Greeting drop-down, then choose how you want to record the announcement.

      • Phone: Receive a phone call to record your greeting.

      • Computer Microphone: Record your greeting using your computer microphone.

      • Importing: Upload an MP3 file or WAV file.

    3. Click Done.
  7. Click Edit under Extensions to Record to add the users and groups whose calls you want to record.
  8. In the Users & Groups to Record window, select a tab to add specific extensions. You can also search by name, department, and sites.
  9. Select the boxes under Inbound and Outbound to select the types of calls to record for the extensions. You can select the entire list by checking the boxes in the top row.
  10. If you have outbound calls selected for extensions, you can check the boxes under Smart ACR.

    Smart Automatic Call Recording (ACR) determines when to play a recording announcement based on the area code and number dialed. This reduces the number of times callers will disconnect after hearing a call recording notification unexpectedly.

  11. Click Save.
  12. Click Save in the Automatic Call Recording section.

Blocking robocalls on toll-free numbers

About this task

Robocalls are automated phone calls that deliver pre-recorded messages using auto-dialing systems. These calls can disrupt workflows, overload voicemail systems, and have a huge impact on the productivity of a business.

As an administrator, you can enable the blocking of robocalls for the sites of your company.

Procedure

  1. Log in to Admin Portal.
  2. Click Phone System > Auto-Receptionist > General Settings.

    If your company has multiple sites, select the preferred site to enable the blocking of robocalls.

  3. Click Block robocalls on toll-free numbers.
  4. Move the slider button to enable blocking of robocalls on toll-free numbers.
  5. Click Save.

Setting up regional settings

About this task

As an administrator, you can configure the time zone and time format for your company sites. The time format option can be set to 12 hour or 24 hour format. You can also configure the home country code, user language, greetings language, and regional format in this feature.

Procedure

  1. Log in to Admin Portal.
  2. Click Phone System > Auto-Receptionist > General Settings.

    If your company has multiple sites, select the preferred site to configure its regional settings.

  3. Click Regional Settings.
  4. From the Time zone drop-down, select the correct time zone for your site.
  5. Select one of the following time format:

  • 12 h (AM/PM)

  • 24 h

  1. From the Home Country Code drop-down, select the country code for your site.
  2. From the User Language drop-down, select the user language.
  3. From the Greetings Language drop-down, select the greetings language.
  4. From the Regional Format drop-down, select the regional format.
  5. Click Save.

Voice Prompts Library

Prompt recordings provide callers with keypress instructions during calls. These prompts can be pre-uploaded and stored in the Prompts Library, and later used through the IVR tool.

When creating a new IVR menu in your phone system, it is important to add a prompt that guides callers on which keys to press. You can manage this within the Prompts library by doing the following:

  • Import prompts

  • Record prompts

  • Assigning a prompt to an IVR menu

  • View prompts

  • Download an IVR menu prompt

  • Delete an IVR menu prompt

Viewing Prompts in the Prompts Library

About this task

When creating a new IVR menu in your phone system, it is essential to include prompts that guide callers on which keys to press. These prompts can be uploaded, recorded, or assigned, and are managed within the Prompts Library.

After you upload or record prompts for your IVR menu, you can access and manage them within the Prompts Library.

If you have not uploaded or recorded any prompts yet, the Prompts Library will display the following message: No prompts found. You can import prompts from a local computer or record prompts using a phone or computer.

Procedure

  1. Click Phone System > Auto-Receptionist > Prompts Library.
  2. Click the preferred prompt row to view its details.

    You can view the details of the selected prompt, including the prompt name and associated IVR menu.

Importing Prompts to the Prompts Library

About this task

You can import the prompt assigned to your IVR menu. Importing prompts enables quick configuration without requiring to create or upload new audio files.

Procedure

  1. Click Phone System > Auto-Receptionist > Prompts Library > Import Prompts.
  2. From your computer, select the audio files you want to import, and click Open to upload them to the IVR menu.
    Note:

    Ensure the audio files are in a supported format before importing. For example, "mp3" and ".wav".

Recording Voice Prompts from the Prompts Library

About this task

You can record the prompt assigned to your IVR menu.

Procedure

  1. Click Phone System > Auto-Receptionist > Prompts Library > Record Prompts.
  2. In the Record Prompt window, enter Prompt Name.
  3. Choose one of the following options to record your prompt:

    • Computer Microphone

    • Phone

  4. In the Computer Microphone tab, do the following:
    1. Click the Record icon, then speak your prompt into the computer microphone.
      Tip:

      Make sure your microphone is connected and functioning before recording.

    2. After recording, click the Stop icon to complete the recording process.
    3. You can click Play to listen to the recording.
    4. Click Record to record again.
    5. To use a different file, click the Upload icon to upload your recording from your computer.

    Your new prompt recording will appear in the Prompts Library, ready for use or further editing.

  5. In the Phone tab, do the following:
    1. Click the phone number drop-down, then select an existing number or Enter a new number.

      If you select Enter a new number, enter a valid phone number in the Call me at field.

    2. Click Call now.
    3. Upon calling the provided number, you can record your prompt directly using your phone.

    Your new prompt recording will appear in the Prompts Library, ready for use or further editing.

Assigning a prompt to an IVR menu

About this task

After creating a prompt, you can assign it to an IVR menu for use in your call flow.

Procedure

  1. Click Phone System > Auto-Receptionist > IVR Menus.
  2. Click the name of the IVR menu where you want to assign a prompt.
  3. In the left column, click Prompt.
  4. Select an option in the Prompt Mode section, which includes the following:

    • Audio

    • Text to speech

  5. Select the Audio option to use an existing audio prompt.
    1. Click Select.
    2. In the Select Prompt window, choose the prompt you want to assign to the IVR menu.

      In the Select Prompt window, you can search for prompts to quickly locate the one you want to assign.

    3. Click Select.
  6. Select the Text to speech option to use typed text and generate an automated voice prompt.
    1. Type your prompt message in the Text box field to generate a speech-based audio prompt.
  7. Click Save.

Downloading an IVR menu prompt

About this task

You can download existing IVR menu prompts from Prompts Library for reuse or customization.

Procedure

  1. Click Phone System > Auto-Receptionist > Prompts Library.
  2. In the Actions column, click the three-dot icon in the row of the prompt you want to download.
  3. Click Download.

    You will download the prompt to your computer.

Deleting an IVR menu prompt

About this task

You can delete existing IVR menu prompts from Prompts Library.

Procedure

  1. Click Phone System > Auto-Receptionist > Prompts Library.
  2. In the Actions column, click the three-dot icon in the row of the prompt you want to download.
  3. Click Delete.
  4. In the Confirmation window, click Delete to confirm.

    You will remove the prompt from your library.

IVR Visual Editor

As an administrator, you have the option in Avaya Cloud Office™ to create and modify multilevel IVR menus through the Visual IVR Editor. The visual IVR editor is an easy-to-use graphical interface that enables administrators to add IVR menus and assign them to extensions. It also provides administrators the option to edit and update an existing IVR menu.

After saving, Avaya Cloud Office™ validates the IVR menu and notifies if there are any errors. You can also record menu prompts directly within the editor or import pre-recorded prompts.

Note:

Only account administrators or users with administrative privileges can access the visual IVR editor.

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Viewing the visual editor help

About this task

You can access visual editor help from the Visual IVR Editor window.

Procedure

  1. Log in to Admin Portal.
  2. Click Phone System > Auto-Receptionist > IVR Editor.
  3. In the Visual IVR Editor section, click Launch Visual IVR Editor.
  4. Click the i icon at the top-right to learn more and access the introduction.
  5. Click Take a Tour for a step-by-step interactive tutorial.
  6. Click Learn More to read more information about the Visual IVR Editor.

Creating an IVR Menu in the Visual Editor

About this task

You can create and modify IVR menus using the Visual IVR Editor.

Procedure

  1. Log in to Admin Portal.
  2. Click Phone System > Auto-Receptionist > IVR Editor.
  3. In the Visual IVR Editor section, click Launch Visual IVR Editor.

    If you are accessing this menu for the first time, a short interactive demo guides you through using the IVR Visual Editor.

  4. Click the phone icon to generate a new IVR menu with a preset extension that you can customize.
  5. Hover over the menu, then click the plus (+) icon.

    A pop-up window displays a list of sub-items that you can add to the IVR menu.

  6. Select one of the following sub-items from the pop-up window:
    1. New Menu: Click to create a new IVR menu in your IVR tree. The auto-generated extension and name can be edited later.
    2. Existing Menu: Click to add an existing IVR menu to your IVR tree. When you select this option, the list of existing IVR menus will open on the left of the page. Click a menu to preview it, then click Use to add it to your IVR tree.
    3. External Transfer: Click to route the caller to a specified phone number. Click the phone number field to enter the preferred area code and number.
    4. Directory: Click to attach your Avaya Cloud Office™ Dial-by-Name directory to your IVR tree.
    5. Voicemail: Click to route the caller directly to an extension’s voicemail box.
    6. Extension: Click to add a specific extension to your IVR tree. This can be a group or a user.

    After adding sub-items to your IVR menu, the editor automatically assigns the key presses. You can change a key press by directly clicking on the number.

  7. To save the configuration, click Save located in the top-left of the Visual IVR Editor.

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Editing the IVR menu settings

About this task

This procedure outlines the steps to customize the menus for better organization and functionality.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > IVR Editor.
  3. In the Visual IVR Editor, click Launch Visual IVR Editor.
  4. Click the Open Existing Menu icon at the top left corner of the Visual IVR Editor interface to open the list of existing menus.
  5. Click the IVR Menu to edit. The preview of the IVR menu is displayed in the right pane.
  6. Click Open.
  7. Click More icon in the primary IVR menu and select Settings.
  8. Click the Menu Settings tab to configure the following:

  • Extension Info

  • Prompt

  • Key Presses

  1. In the Extension Info tab, enter the following details:

  • Extension Number: Enter the number to route calls to the IVR menu.

  • Menu Name: Enter the name and number to identify an IVR menu.

  • Language: Select the preferred language from the dropdown list to use for the IVR menu text-to-speech greeting.

  • Site: Select a site from the dropdown list to assign the IVR menu.

  1. In the Prompt tab, select from the following options:

  • Audio: Click to assign one of the pre-recorded prompts imported from your computer to your Avaya Cloud Office account.

  • Text to speech: Click to define your greeting by typing it in the box provided.

  1. In the Key Presses tab, under Generic Key Presses, select from the following options:

  • Use default settings: Click to select the pre-assigned settings.

  • Specify: Click to modify the settings.

  1. Under the If caller enters no action after the prompt played 3 times tab, select from the following options:

  • Disconnect the call

  • Connect to extension

  1. Click Done.
  2. Click Save.

    Avaya Cloud Office™ automatically validates the configuration of your IVR menu and notifies you of any invalid configuration.

Duplicating an IVR menu

About this task

This procedure outlines the steps to duplicate an IVR menu and place it under other menus to manage larger IVR menu trees across various departments with similar menu options.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > IVR Editor.
  3. In the Visual IVR Editor, click Launch Visual IVR Editor.
  4. Click the Open Existing Menu icon at the top left corner of the Visual IVR Editor interface. This will present the list of existing menus.
  5. Click the IVR Menu to edit. The preview of the IVR menu is displayed in the right pane.
  6. Click Open.
  7. Click More icon in the sub-menu and select Duplicate.
  8. Drag and drop the duplicate menu to the target place. A confirmation box opens.
  9. Select from the following options to apply the settings to all other linked instances in your account:

  • Create Linked Copy

  • Create Unlinked Copy

  1. Click Create.
  2. Click chain-link on the sub-menu to unlink a copy of a sub-menu.
  3. Click Save.

    Avaya Cloud Office™ automatically validates the configuration of your IVR menu and notifies you of any invalid configuration.

Deleting an IVR Menu

About this task

This procedure outlines the steps for deleting the existing IVR menu.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > IVR Editor.
  3. Below the Visual IVR Editor, click Launch Visual IVR Editor.
  4. Click the Open Existing Menu icon at the top left corner of the Visual IVR Editor interface. This will present the list of existing menus.
  5. Click the IVR Menu to edit. The preview of the IVR menu is displayed in the right pane.
  6. Click Open.
  7. Click the Clear Workspace icon to delete.
  8. Click Yes in the confirmation window to delete the IVR workspace.

Exporting IVR XML file

About this task

An IVR XML file defines the call flow and interactions for an Interactive Voice Response system. This file acts a script that an IVR platfrom interprets to play audio prompts, recognize user input, and route calls. This procedure outlines the steps to export the IVR XML file.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > IVR Editor.
  3. In the XML Editor section, click Export IVR XML File.
  4. Edit the downloaded XML file to change IVR menu names, update extension numbers, and add more menu destinations and functions.
  5. Save the file after making necessary changes.

Importing XML File

About this task

This procedure outlines the steps to import an XML file.

Procedure

  1. Log in to the Avaya Cloud Office™ account.
  2. Go to Admin Portal > Phone System > Auto-Receptionist > IVR Editor.
  3. Edit the downloaded sample export IVR XML file to create your IVR menus and save.
  4. Ensure the XML file adheres to the correct format to prevent errors.
  5. In the XML Editor section, click Import XML file to upload the XML file.
  6. Select the XML file and click Open.
  7. The IVR Import Issues window displays the detected configuration issues.
  8. Click Abort Import to resolve the error messages.
  9. Click Accept and Continue to accept the issues and resolve them later.

IVR XML Editor

XML Editor

The XML Editor helps you create and manage IVR menus on the Avaya Cloud Office™ account for quick deployment or bulk changes.

Download Sample IVR XML Files

Download the following sample IVR XML Files:

  • Single Level IVR: Creates one IVR menu.

  • Multi-level IVR: Creates an IVR menu tree that uses multiple sub-menus to offer a more complex list of options.

You can export and import IVR XML files. Any change to the IVR menu overwrites the imported XML file. After exporting the IVR XML file, save a new XML file with the changes made.

Related information
Auto-Receptionist: Custom Answering Rule - video
Reviewing General Settings Within the Auto Receptionist - video
Auto-Receptionist: Create an IVR Menu – video