User guide

AltiWare ACC 5.1 Administration Manual 203
C HAPTER
12
Auto Attendant Configuration
The auto attendant (AA) feature provides quick and courteous processing of all incoming
calls. An AA can be configured to serve as a primary attendant or as a backup to a
receptionist. In a call-heavy environment the AA can greatly reduce the number of calls
that need to be handled by the operator.
You can set up to 255 different AAs. AA features include:
• Multiple levels of tree structure.
• Repeat current level or jump to a specific level.
• Transfer call to extension, workgroup, hunt group, or operator.
• Dial by Name—allows a caller who does not know the extension number to spell the
name using the telephone key pad. The system will search the Directory and make
a match on the name to connect the caller to the intended party's extension.
• Name Directory Service—allows callers to hear a list of employees and their
extension numbers.
• Records a voice mail message to a specific mail box.
• Allows employees call into the system and access voice from an external location.
• Collects caller input data, for example, account code, ID, and so on.
• Data-Directed Routing—Allows the routing of calls directed by the caller's input (digit
or text).
• Sets call priority and skill level requirement for workgroup call processing.
• Other advanced features include System Call Back and routing calls to SDK-based
add-on applications.
Planning Is Essential
Follow the steps below before you set up an AA.
1. Before you configure tasks for one or more AAs, you should plan the entire setup.
Decide how many options you will provide at each menu and how many menu levels
you will use. Based on the action choices in each menu, write down the appropriate
prompts or phrases that are to be played at each menu level.
2. Record phrases for each menu level or use the pre-recorded phrases that are
available to you. See “Phrase Management” on page 208 for more details on how to