Installation manual

AltiWare OE System Installation & Administration Manual 241
Auto Attendant
Configuration
C HAPTER 10
Auto Attendant Configuration
Auto Attendants perform simple call processing tasks such as transferring
calls to extensions to the AltiGen Voice Mail System or the operator, or
giving information and secondary options. It can also provide general
information that is frequently asked, such as company address. Auto
Attendants allow multiple incoming calls to be answered simultaneously.
In a call-heavy environment the Auto Attendant can greatly reduce the
number of calls that need to be handled by the operator. Calls that do not
require an operator’s assistance can be handled effectively and
appropriately.
In AltiWare OE 4.0 and higher, the Auto Attendant can handle more
complex call processing tasks such as handling web-based calls (in addition
to PSTN calls).
It can also accept text or digits input by the user. For example, if the Auto
Attendant prompts the caller to enter an account number, the call and
associated data can be quickly forwarded to an agent’s desktop using a third
party application.
You can set up to 255 different Auto Attendants, each using all the number
keys as well as the * and # key and a timeout option. Each of the Auto
Attendants provides for expanding and nesting—a menu choice leading to
another menu—up to any number of levels.
Planning is Essential
Follow the steps below before you set up an Auto Attendant.