Installation guide

Avoiding the auto attendant ambiguous dialing delay 13-16
Chapter 13: Configuring Auto Attendants
Wave Global Administrator Guide
Avoiding the auto attendant ambiguous dialing delay
By default, when a caller dials an ambiguous number at an auto attendant, there is a 3-second
delay while the system waits to see if the number is complete. For example, if the auto attendant
has a menu choice accessed by pressing 2, and an extension 200, a caller pressing 2 will
experience the delay while the auto attendant waits to see if more digits are coming.
You can bypass or change the delay in the following ways:
• The caller can press # after dialing the number. This signals that the number is complete,
and the caller is connected without delay.
• You can modify your dialing plan to eliminate ambiguous numbers.
• You can turn off extension dialing, if the auto attendant is meant to be used only for menu
choices. To do so, uncheck
Process all other digits as user extensions on the Menu
Choices tab. This bypasses any ambiguities between menu choices and extension
numbers, enabling menu choices to be dialed without the delay.
• You can modify the length of the delay by changing the Wave Advanced Setting
AutoAttendantInterdigitTimeout . Be careful when modifying this setting if
ambiguous numbers exist, because callers may find themselves connected to the wrong
number.
Scheduling transfers and greetings
You can customize an auto attendant to automatically change its behavior based on time of day
or on special dates. You can schedule the following actions:
• Playing of a different main greeting, which replaces the auto attendant’s regular greeting.
For example, you can schedule a “We’re closed” greeting to be played to all callers after
business hours and on weekends.
• A transfer to any other extension, including another auto attendant, user, queue, hunt
group, or ViewPoint Group. For example, to provide extended customer support
coverage, support calls that arrive after your California office closes in the evening can
transfer automatically to the main auto attendant at your facility in New Zealand.
Note: If you have scheduled a greeting and a transfer to occur at the same time, the transfer
always takes precedence and the greeting does not play. Also, if you have two greetings or two
transfers scheduled for overlapping times, the top-most scheduled item always takes
precedence.
Release 2.0
September 2010