This article contains instructions on how to use the Auto Attendant feature when you have One Business with Webex.
Before you begin
Only a Super User can edit this feature.
An Auto Attendant serves as an automated receptionist that answers the phone and provides a personalized message to callers.
You need to have this feature added to your One Business with Webex service before you can make changes to it. When you set this up, you can request the number you would like your auto attendant to have. This can be a Local or 0800 number.
Audio Formats and Maximum lengths
When you have an Auto Attendant you will need to set up a recording. This should cover which option to select for which area the call is going to be redirected to.
Record your greeting and save as a common audio format e.g. .WAV, .WMA, .MP3 Recommended settings:
- Linear PCM
- 16.000 kHz
- 16 bit mono
The maximum audio length is 2 minutes for a Voice Messaging Greeting and a Customer Ringback User/Group. For Voice Portal Personalized name it is 10 seconds and for the Music On Hold greeting it is 10 minutes. For all other services, the maximum audio length is 5 minutes.
Steps
To activate or deactivate an Auto Attendant
- Log into the Portal
- Select the Services tab.
- Select the Group you are setting the auto attendant is under (there may be more than one).
- Under that Group, select Manage
- Under Group Features, find the Auto Attendant and click Manage.
- If you want to:
- Activate it, tick the box under Active then Save
- Deactivate it, untick the box under Active then Save
To modify an Auto Attendant
- Log into the Portal.
- Select the Services tab.
- Select the Group you are setting the auto attendant is under (there may be more than one).
- Then under that Group, select Manage.
- Click Edit.
- Use the table below to determine which feature to update
Field | Description |
Name the Auto Attendant* | In the Profile Name box, enter a name for the Auto Attendant. |
Provide display names for Calling Line ID services* | Provide first and last names for the auto attendant in the Calling Line ID First Name and Calling Line ID Last Name boxes. |
Set the Auto Attendant's business hours* | Select a time schedule you have created from the Business Hours drop-down list. You can set different greetings for your auto attendant, depending on whether calls are within or outside business hours. |
Set the Auto Attendant's holiday schedule* | Select a holiday schedule you have created from the Holiday Schedule drop-down list. On these days, the Auto Attendant will use the greeting configured for non-business hours. |
Select an extension dialling scope | The option you choose from the Scope of extension dialling control determines whether the Auto Attendant can redirect callers by extension to any user in its enterprise, group, or department. The "Enterprise" option is only available if your group is part of an enterprise. |
Select a name dialling scope | The option you choose from the Scope of name dialling control determines whether the Auto Attendant can redirect callers by name to any user in its enterprise, group, or department. The "Enterprise" option is only available if your group is part of an enterprise. |
Select the name dialling format | Specify in the Name Dialling Entries control the format callers should use when dialling by name.
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Setting up a Business Hours Menu and After Hours Menu
Use the After Hours menu to play Auto-Attendant prompts outside of business hours and during Holidays.
Step | Detail |
Choose whether to use the default greeting or a personalized greeting | Select an option from the Greeting control. "Default Greeting" plays a generic system recording, which does not identify a company by name. Callers hear a greeting similar to the following: Welcome. Your call is being answered by an automated attendant. If you know your party's extension, press 1. To use our automated name directory, press 2. If you would like to speak with an operator, press 0. Thank you for calling. "Personal Greeting" plays a message recorded in a .WAV or .WMA or .MP3 audio file that you upload. |
If you selected "Personal Greeting," select the file or files to use for the greeting | Click Browse to select an audio file on your computer. |
Enable or disable first-level extension dialling | Check the Enable first-level extension dialling box to allow callers to enter the extension of the party they want to reach without selecting a menu option first. Enabling this feature makes the Auto Attendant more convenient for callers who already know the extension of the person they want to reach. If you enable this option, the Auto Attendant follows its initial greeting and first-level menu with a prompt: If you know the extension of the party you are trying to reach, dial it now. Users can also interrupt the initial greeting with the desired extension immediately after answer by the Auto Attendant. |
Configure the first-level Auto Attendant menu | You can define a menu option for each numeric key, one for the * key and one for the # key. For each menu option, select an action from the drop-down list in the Action column. You can also provide a short text description in the Description column. The Action control offers the following choices:
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Create custom voice prompts
- Record the message
Tips for creating recordings:- Write down a script (see example below)
- Rehearse script out loud before recording
- Record in a quiet room
- For a professional recording we recommend using Rover Voice Services www.rovervoice.co.nz
Example script
"Welcome to Acme Plumbing, thanks for calling us. To book an appointment or get a quote, press 1. To get help with your account, press 2. Or to speak to reception, press 3."
Note: Customers can do their own audio recording on their smartphones. For Android users, they can use Voice Recorder and for iPhone users, they can use Voice Memos. These apps come as default for each phone type.
- Save recording as an .mp3 or .
- Upload the file in the Auto Attendant feature management page in the portal.
- Log into the Portal
- Select the Services tab.
- Select the Group you are setting the auto attendant is under (there may be more than one).
- Then under that Group, select Manage.
- Under Group Features, find the Auto Attendant and click Manage.
- Select whether you are uploading for Business hours menu or After hours menu.
- Under Load Personal Greeting choose the file to upload.
- Click Update.