Auto Attendant

Last Updated : Jul 13, 2021 |
Navigation: Auto Attendant | Auto Attendant
Prolog information
Metadata
Keywords:
These settings are used to define the operation of the auto–attendant service whilst it waits for the caller to select an option from the configured actions.
These settings are mergeable. Changes to these settings do not require a reboot of the system.
For IP Office R11.1 FP2 and higher, auto-attendants are also supported on systems that use Voicemail Pro. However, the configuration of those auto-attendants is done using IP Office Web Manager.

Auto-Attendant Settings

Field
Description
Name
Range = Up to 12 characters
The name for the auto-attendant. Set a name that acts as a reminder of the auto-attendants role. The name is then also shown in other menus used to route calls to the auto-attendant.
AA Number
This number is automatically assigned by the system and cannot be changed. It is used in conjunction with short codes to access the auto–attendant service or to record greetings.
See Recording Auto-Attendant Prompts Using Short Codes.
  • IP500 V2 systems support up to 40 auto-attendants.
  • IP Office Server Edition and Select systems support auto-attendants depending on the Voicemail channel limit of the server.
Maximum Inactivity
Default = 8 seconds; Range = 1 to 20 seconds.
This value sets how long the attendant should wait for a response from the caller after playing any current prompts.
  • If the caller responds, their response is checked for a match to a configured action without any further wait.
  • Note that the caller can respond whilst the prompts are playing.
  • If the timeout expires, the Menu Loop Count is checked to determine the next steps.
Name Match Order
Default = Last then First
This setting sets the name order used for the Dial By Name action if used.
Direct By Number
Default = No
This setting affects the operation keys set to the Dial By Number action.
  • If enabled: The caller’s key press to select the action is included in the digits they dial for a extension match. For example, if menu key 2 is used for the action, a caller can dial 2 and then 01 for extension 201.
  • If not enabled: The caller’s key press to select the action is not included in the digits they dial for extension match. For example, if menu key 2 is used for the action, a caller must dial 2 and then 201 for extension 201.
Direct By Conference
Default = No
This setting affects the operation keys set to the Dial By Conference action.
  • If enabled: The caller’s key press to select the action is included in the digits they dial for a conference match. For example, if menu key 3 is used for the action, a caller can dial 3 and then 01 for conference 301.
  • If not enabled: The caller’s key press to select the action is not included in the digits they dial for a conference match. For example, if menu key 3is used for the action, a caller must dial 3 and then 301 for conference 301.
Enable Local Recording
Default = Yes
When off, use of short codes to record auto-attendant prompts is blocked. The short codes can still be used to playback the greetings.
See Recording Auto-Attendant Prompts Using Short Codes.
Speech AI
Default = Off
This option is only available on subscription mode systems. It sets whether the auto-attendant supports text-to-speech and automatic speech recognition features.
  • When off, the auto-attendant does not support any text-to-speech and speech recognition features.
  • When set to a specific language, the auto-attendant supports text-to-speech and speech recognition features in that language.
    • It also uses that language for all system prompts it provides regardless of the locale call settings the system has associated with the call.
Speech Voice
This setting is available when Speech AI is set to a specific language. It allows selection of a particular voice used for any text-to-speech features.
See Text-to-Speech (TTS) Prompts.

Greeting and Announcement Settings

When a caller reaches an auto-attendant, they first hear the attendant's current greeting (if any) and then the attendant's menu announcement.
  • The greeting used is the first one (from up to 3 defined greetings) for which the greeting's associated time profile is currently active. This allows you to define greetings for different times of day (for example Good Morning, Good Afternoon and Sorry, we are currently closed) or different greetings for business and non-business days.
  • The menu announcement should contain the instructions for the caller regarding the keys they can press and other actions.
  • Each time a caller goes round the auto-attendant loop, they can respond (with key presses or speech) whilst any greeting and announcement menu prompt is being played.
Field
Description
Optional Greeting 1
Up to 3 greetings can be defined using the Add Greeting button.
  • Each greeting requires an associated time profile.
    • Time Profile: Default = Off (Greeting not used).
      • If Off, the greeting is not used.
      • The greeting is only used when defined by its associated time profile.
  • When multiple greetings are defined, the first one that has an active time profile, in the order 1 to 3, is used as the current greeting.
  • If no greetings is currently active according to its time profile, then no greeting is played.
  • If a greeting is no longer required, it can be deleted by clicking on the adjacent Delete icon.
  • After playing any greeting, the system always then plays the menu announcement.
Optional Greeting 2
Optional Greeting 3
Menu Announcement
The menu announcement should contain the instructions for callers about the actions they can perform. For example; Press 1 for reception. Press 2 for sales, ...”
It is used as follows:
  • When a call first reaches the auto-attendant, it is played to the caller after whichever greeting is currently active.
  • If the Menu Loop Count is not zero, it is played again at the start of each repeat loop.
  • The caller can respond by pressing a key whilst the announcement is being played. On subscription mode systems, if Speech AI is enabled they can also respond by speaking whilst the announcement is played.
  • After the announcement is played, the auto-attendant waits for a response for the time set by the Maximum Inactivity setting.
Menu Loop Count
Default = 0 (No Repeat)
This setting sets the number of times the auto-attendant will repeat the Menu Announcement and then wait for a valid response.
If the caller does not respond or their response is not matched to an action:
  • If 0, the default, they hear the No Match Prompt prompt and the Fallback Action setting is used.
  • If non-zero but the number of repeat loops has not been reached, they hear the No Match Prompt and then the Menu Announcement again and the auto-attendant waits for a response again.
  • If non-zero and the number of repeat loops has been reached, they hear the No Match Prompt prompt and the Fallback Action setting is used.
No Match Prompt
This prompt is heard when the caller does not respond in time or if their response does not match a configured action. For example; Sorry, no response was recognized.
  • Note that this prompt is also heard by callers who are about to be redirected to the Fallback Action. Therefore a prompt like "Please try again" would not be appropriate.
The following settings are common to the menu announcement, greetings and error message. The greetings and announcements can be recorded from the phone, use an uploaded file or be provided by text-to-speech. Whichever method was last used or configured overrides any previous prompt.
Field
Description
Dial To Record Greeting
Default = Automatically assigned. Not changeable.
This field indicates the short code that can be dialed in order to record the greeting from an internal extension.
See Recording Auto-Attendant Prompts Using Short Codes.
Audio Output
Default = Audio File
The field sets the current method used to provide the prompt used for the greeting or announcement. Clicking on the current value allows you to see its current settings and to change them or to change the recording method.
Related links
Auto Attendant (Voicemail Pro)