Programming instructions

Section 7 - Auto Attendant
7.1 INTRODLjCTlON
This section explains how to setup and use the system’s automated attendant, which allows callers to
route themselves to extensions on the PBX without operator assistance.
The system’s automated attendant feature may be used to answer calls to a company’s main number
(or alternate main number). Depending upon how the automated attendant is set up, callers may then
be directed to either enter an extension number, spell a subscriber’s name, enter a subscriber’s mail-
box number, or spell a subscriber’s name to reach a mailbox.
The automated attendant allows calls to be routed to the appropriate telephone system extension, or
system mailbox, without operator assistance. Automated attendant can help eliminate the bottleneck of
calls at the attendant console during peak traffic hours, and allows callers to reach the destination
they need very quickly. If a caller is unfamiliar with extension numbers, the automated attendant can
be programmed to prompt callers to spell the person’s name and then connect the call. Auto atten-
dant can be used to:
0 Answer all calls to a company’s/departments main number.
l Answer overflow calls from the operator.
0 Answer calls from employees and frequent callers on an alternate number.
0 Answer calls to the main number when the switchboard is unattended.
7.2 HOW CALLERS USE AN AUTOMATED ATTENDANT
The VX2 system must be attached to a telephone system or Centrex using extension appearances in
order for the automated attendant feature to function. The extension is connected to a VX2 port pro-
grammed for automated attendant tasks.
Once callers reach the automated attendant, they simply dial the appropriate extension or mailbox
number. If callers are unfamiliar with extension or mailbox numbers on your system, you can create
an automated attendant that allows callers to spell the name of a person.
Callers may be given the option of reaching an attendant (operator) if they require “live” assistance.
Callers are transferred to an attendant when they press “0” on their touch-tone key pads. Callers us-
ing rotary dial telephones are automatically transferred to an attendant after a brief time-out period.
NOTE: All calls transferred from the VX2 system back to the telephone system are trans-
ferred unsupervised and unscreened.
7.3 SETTING UP AN AUTOMATED ATTENDANT
An automated attendant may be set up in several different ways.
l The system ports can be programmed for automated attendant tasks. With this method, when the
system answers, a caller is greeted with the either a standard automated attendant greeting, or
with a customized system greeting.
0 Individual mailboxes can be set up with automated attendant tasks. This method is usually used
for calls which are forwarded from a telephone system extension to a specific mailbox. The mail-
INFOSTARWX2
System
Administrator’s
Manual
7.1