Administrators Portal – Odin – Auto Attendants

Introduction

The auto attendant feature is used to route calls to various destinations, employees within your company, specific groups of employees, voicemail, or other outside numbers – without the assistance of an operator or receptionist. It also delivers your company greeting or announcement and presents callers with clear menu options to guide them where they need to go.

An auto attendant has three modes: business hours, after hours, and holidays. Each mode allows you to set up options for keys 1 through 9, pound (#), and star (*) to present callers with different choices from which to select.

1.

Create an Auto Attendant

Administrators can create auto attendants within the admin portal. To create an auto attendant, follow these steps:

1. From the dashboard, select Auto Attendant under Group Services.

2. Click the Add "+" icon.
3. Complete the following Details:
   • Note: Required fields are indicated with an asterisk (*).
   • Type* - This should always be set to Standard. Do not use the Basic option.
   • Service User ID* - Enter a service ID for the auto attendant. This ID must be unique in the system. The preferred format for an extension-only auto attendant is usrGroupIDExtension without the dash in the group ID. e.g., "usrZZZ19000007019999" or "usrPRS11000999019999". The ID cannot be changed once the auto attendant is created.
   • Service User Domain* - This is always voicecci.net.
   • Timeout - The timeout sets the amount of time (in seconds) the system waits for a keypress before transferring the caller to the operator, if configured. The default should be 5 seconds.
   • Service Name* - Name of the auto attendant you want showing in the group list. Be descriptive.
   • CLID Last Name* - "Last name" of the auto attendant.
   • CLID First Name* - "First name" of the auto attendant.
   • Extension Dialing - Select the scope of extension dialing. Options include Group, Department, or Enterprise. The selected scope determines which users callers can reach within the auto attendant.
   • Name Dialing - Select the scope of name dialing. Options include Group, Department, or Enterprise. The selected scope determines which users callers can reach within the auto attendant.
   • Name Dialing Entries - Select the option for searching by name. Options include LastName + FirstName and LastName + FirstName or FirstName + LastName.

4. Complete the following Options as desired:
   • Time Schedule - Defaults to Every Day All Day. Additional schedules can be set up as needed and are covered in a later section.
   • Holiday Schedule - Defaults to None. There is no holiday schedule built by default. Holiday schedules must be added to be available here. This is covered in a later section.
   • Phone Number - Select the phone number from the list that you want to appear for the auto attendant. This is only required if this is not an extension-only auto attendant. The number must be a number previously assigned to the business/enterprise.
     • Note: Numbers must be loaded to the group before you can add a number to the auto attendant.
   • Extension - Enter the extension of the auto attendant. This is required if there's a phone number assigned, or if this is an extension-only auto attendant.
   • Password - A password is required and can be entered following the standard password rules. You can automatically generate a password by clicking on the key icon.
   • Department - Select the department if applicable.
   • Language - Always select English.
   • Time Zone - Select the appropriate time zone.
   • Public Identity - Leave this field blank.
   • Aliases - Leave these fields blank.

5. When all required and desired fields are complete, click Save. You are brought to the After Hours Menu for the auto attendant, where you can start building the menu keys and configure audio announcements.

Configure Auto Attendant settings and options

The left menu displays the settings options available to modify.

• After Hours Menu, Business Hours Menu, and Holiday Menu - Modify the announcements and dialing menu options.
  • To modify the After Hours/Business Hours/Holiday Hours Audio settings:
    1. Select the Edit icon.
    2. If desired, you can Enable First Menu Level Extension Dialing.
    3. Set the Announcement Type to either Default or Personal.
       • Note: If you select Personal, you must upload your custom Audio Files by choosing to Select Announcements already within your announcement files or Create Announcements to add a new audio file.
    4. Click Save.

• • You can create new or modify existing After Hours/Business Hours/Holiday Hours Menu Keys following these steps:
    1. To edit an existing menu key, click the desired key to open the edit window. To create a new menu key, select the Add "+" icon.
    2. Select the Key to assign.
    3. Choose the Action from the drop-down menu. Options include:
       • Transfer With Prompt - Transfers the caller to a set extension or external number, playing a message before the transfer. If sent to an extension, the user's recorded name from their voicemail is announced.
       • Transfer Without Prompt - Transfers the caller immediately to a set extension or external number without playing a message first.
       • Transfer To Operator - Transfers callers to a designated operator, either when selected or when no option is chosen from the Auto Attendant.
       • Transfer to Submenu - Transfers callers to a submenu. Note: You must first create the submenu within Submenus. This is described in a later section of this guide.
       • Name Dialing - Permits callers to dial by recipient name, using the letters on the keypad.
       • Extension Dialing - Allows callers to dial by recipient extension, using the numbers on the keypad.
       • Transfer To Mailbox - Transfers callers directly to the designated mailbox.
       • Play Announcement - Plays the selected announcement.
       • Repeat Menu - Repeats the announcement and menu options.
       • Exit - Allows callers to exit the menu system and terminates the call.

• • 4. Enter a Description, if desired.
    5. Select Save.

• Profile - View and modify the auto attendant profile details. Click the Edit icon to modify the desired profile details.

• Settings - View and modify the auto attendant settings details, including the schedule assignments. Click the Edit icon to modify the desired settings.

• Submenu - Create and modify submenus.
  • Note: To use the Transfer to Submenu option in the main menu, you must first create a submenu here.
  • To create or modify a submenu, follow these steps:
    1. To edit an existing submenu, click the desired submenu to open the edit window. To create a new submenu, select the Add "+" icon.
    2. Enter the name of the submenu in the Submenu ID field. This must be unique in the system.
    3. Choose to Enable Level Extension Dialing, if desired.
    4. Click Save to continue.

• • 5. Clicking the Edit icon to add the desired Audio announcement. Select Save to save your changes.
    6. Click the Add "+" icon to add dialing menu Keys. Select Save to save your changes.

2.

Modify an Auto Attendant

Administrators can modify auto attendants within the admin portal. To modify an auto attendant, follow these steps:

1. From the dashboard, select Auto Attendant under Group Services.
2. A list of the auto attendants assigned to this group/location are displayed.

3. Select the auto attendant you would like to modify.
4. Make any desired changes and click Save.