Services Auto Attendant Feature - Verizon

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Quick Start GuideXO IP Flex, IP Flex with VPN, SIP ServiceServices AutoAttendant FeatureFor Group AdministratorsAlso known as the automated receptionist, the AutoAttendant answers the phone and routes incomingcalls. Auto Attendant provides your organization with asimple, powerful and flexible tool to manage inbound callsand deliver them to the intended destination throughautomated interactions with the caller.

About This FeatureWays to Use This FeatureThe feature is integrated with your XO VoIP service and doesnot require a third-party system. Since the telephone systemrecognizes Auto Attendant as a user, Auto Attendant can haveassigned services, receive calls, transfer calls, or deflect calls toother users.You can use the Auto Attendant with other XO VoIP features suchas Call Center to create custom solutions that address specificbusiness needs. For example, you may choose to set up the AutoAttendant as a:PrerequisitesYou must purchase the Auto Attendant feature to have itprovisioned by XO; it cannot be turned on or off within the XOBusiness Center.One location may have multiple Auto Attendants, and there is acharge for each. Once the feature is provisioned by XO, you mayaccess and activate, and configure the feature in Online FeatureManagement.Auto Attendant NumberXO Care will assign you with a number for Auto Attendant. Thisis the main Auto Attendant number (sometimes called the pilotnumber). This number is different than the location main number.XO Care must assign all new Auto Attendants.How Auto Attendant WorksA caller reaches the Auto Attendant by dialing an associated phonenumber or an extension. Once connected to the Auto Attendant,the caller hears a greeting providing a menu of options to determinecall routing. The menu is configurable by the designated groupadministrator and can provide up to nine caller options including: One-key dialing – The caller presses a pre-defined, pushbutton key to reach a particular phone number or extensionwithin the group or to build multi-level menus. Front-office attendant—This attendant is the central pointfor incoming calls. It dispatches calls to their intendeddestination using Inbound Call Routing capabilities.In this scenario, you can configure profiles for business andafter-hours. Multi-level attendants—To make it easier for callers, youcan have multiple attendants in a group (organized in ahierarchical fashion), as long as the phone numbers areassigned to the location where the Auto Attendant isdeployed. You can layer Auto Attendants in this fashion up toa maximum of 60 Auto Attendants per location.»» Example: The highest-level attendant may offer a menu ofdepartments (press 1 for sales, press 2 for marketing, etc),and each department can have its own attendant, offering amenu of available functions or employees (press 1 for Joe inthe East region, press 2 for Sam in the West region, etc.). Personal attendant—In the example above, If Joe is notavailable to take the call, the attendant will invite the caller toleave a voice mail or transfer to an alternate destination. Inthis scenario, you can configure voice mail to be picked up bya front-office Auto Attendant, or you may “personalize” Joe’sattendant with menu options. Support Center’s attendant—You can configure this attendantto screen Support Center calls to help ensure that they aredirected to the appropriate subject-matter expert (Example:press 1 for a problem with phone, press 2 for assistance witha service, etc.) Operator dialing – The caller presses a pre-defined, pushbutton key to reach an operator. Name dialing – The caller spells the name of the intendedparty through the numerical push-button keypad. Uponidentifying a unique match, the caller hears the name of thecalled party and is transferred. Users have the abilityto record their name for playback when a caller dials byname or extension. Extension dialing – The caller enters the extension of theintended party through the numerical, push-button keypad.The caller then hears the name of the called party before thecall gets transferred to that person. The XO default is a 4-digitnumber for extension dialing. Immediate Extension Dialing- The group administrator mayelect to allow callers to dial an extension from the first-levelmenu. The First-Level Extension Dialing option allows theadministrator to enable or disable immediate extensiondialing for a given Auto Attendant.When the feature is enabled, the caller can dial thedesired extension right away on the first level of theAuto Attendant, without having to first navigate to thesecond-level of the menu.2

Scheduling Auto Attendant at Different Times of DayYou may choose to have the Auto Attendant answer the phoneand route incoming calls at all times, specified times or only whenno one is available to answer the phone. Auto Attendant cananswer in many ways: Answer Always: You can set up a schedule under Schedules Time Schedules – or – Answer Always: You may set your XO VoIP location mainnumber to Call Forward to the Auto Attendant pilot numberwhen no one is available to answer the phone, and then unforward when you no longer wish to have the Auto Attendantanswer calls Answer During Business Hours: You must set up a BusinessHours schedule under Schedules Time Schedules, then,you may choose the preconfigured Time Schedule from thedrop-down menu. The Auto Attendant will play the BusinessHours greeting during the designated Time Schedule. Answer After Business Hours: You must set up an AfterBusiness Hours schedule under Schedules TimeSchedules. Then, you may choose the preconfigured TimeSchedule from the drop-down menu. The Auto Attendantwill play the After Hours greeting during the designated TimeSchedule. Answer During Other Times: You must set up an holiday ortime based schedule under Schedules Time Schedulesthen, you may choose the preconfigured Holiday Schedulefrom the drop-down menu. Once selected, the AutoAttendant will play the holiday greeting during the holiday,instead of the Business Hours or After Hours greeting.Note: To use Times Schedules and/or Holiday Scheduleswith your XO VoIP Auto Attendant, you need to set those upfirst before configuring the Auto Attendant, To do this, selectHoliday and Time Schedules from the navigation bar.How To Access Auto AttendantOFM Home Auto AttendantAChoose the name of the AutoAttendant you want to modify.This will take you to the GeneralSettings page, Figure 2.AFigure 1: Accessing Existing Auto Attendants3

Configuring General Settings for Auto Attendant21A1Business Hours Menu Options and AfterHours Menu Options tabs allow you to editkey information about how you want callsresponded to by the Auto Attendant during orafter business hours.2Call Forwarding Selection allows you to set uprules for call forwarding.AThe calling Line ID Name is not seen outside ofyour company, this is for your internal use only.You cannot edit this number.BAssign a name. Note: Main (entry) menus arenot assigned a department. (If you want torestrict name dialing to extensions within thesame department, you need to build an AutoAttendant for each department first, and thenassign users to departments.)CAssign a department. You only need toassign a department if you are usingmulti-level Auto Attendants, or if you wishto restrict name dialing.DSelect the time zone that matches the AutoAttendant location.EUse the Name Dialing Entries to define howa caller should spell the name of the personthey want to reach: by Last Name and FirstName, or a Combined First Name and LastName, or bothFUse the Scope of Extension Dialing and Scopeof Name Dialing to define how callers can reachpeople in your organization. If checked, youare restricting callers to dialing by the chosenfactor. Some organizations prefer to only allowdialing by department to prevent callers fromdialing senior executives by name. If you selectEnterprise, the entire company is open todialing by name.GThe Time Schedule defines the business hoursfor the Auto Attendant. During non-businesshours, callers hear the after-hours greeting anddialing menu. “EveryDayAllDay” means that noschedule for business hours is in effect. If youselect None, the same greeting will be used atall times.HOn a scheduled holiday, callers hear theafter-hours greeting and dialing menu. Ifyou select None, the same greeting will beused at all times.BCDEFGHFigure 2a: General Settings for Existing Auto AttendantNote: Remember to Save Changes

Configuring Business Hours Menu OptionsOFM Home Auto Attendant General Settings Business Hours Menu OptionsUse Business Hours Menu Options to select a greeting and configure the prompts to be used during business hours. You can use thedefault greetings or upload a new greeting using a .wav/MP3 greeting file format.ASelect Greeting option. Select “DefaultGreeting” to play a generic system recordingthat does not identify your company by name.Select “New Greeting” to play a customrecording. (A custom recording can includemusic on hold, personal greetings, comfortmessages, advertising, and more.)The maximum recording length is 5 minutes.See Recording or Uploading a CustomGreeting in this document for more details.ABCBAfter the first Welcome message, first-levelextension dialing plays a prompt that allows acaller to dial an extension immediately.CUse the action section to select the dialingoptions for the callers. Transfer with Prompt: transfers withprompt “Please wait while your call istransferred” Transfer without Prompt. Transfer to Operator: transfers withprompt “Please wait while your call istransferred to the operator”.Note: If you select a transfer option, atelephone number field displays. When anaction transfers a call, a number must bespecified.Figure 3: Configuring Business Hours Menu OptionsThe number may be a line or DID number.A“*” feature code or Voice VPN location codeand extension number may be entered. Thisnumber can be an internal number or a mobilenumber.If the action transfers the call to a locationoutside of the XO VoIP location, long distancecharges may apply. Name Dialing: allows the caller to dial byname. Extension Dialing: allows the caller to dialby extension. Repeat: repeats caller’s choices Exit: Ends the call after a prompt thatsays “Thank you for calling.”5

Scripts of Default GreetingsIf the first level extension dialing is not permitted, these default greetings will be heard:»» Default greeting without first-level extension dialing: Welcome. Your call is being answered by an automated attendant. If you know your party’s extension, press 1. To use our automated name directory, press 2. If you would like to speak with an operator, press 0. Thank you for calling.»» Default greeting with first-level extension dialing: Welcome. Your call is being answered by an automated attendant. If you know the extension of the party you are trying to reach, dial it now. To use our automated name directory, press 2. If you would like to speak with an operator, press 0. Thank you for calling.»» Default After Hours greeting: Welcome. Our offices are now closed. If you know your party’s extension, press 1. To use our automated name directory, please press 2. Thank you for calling.Important Tips Auto Attendant does not have its own voice mail box(es), but it can route calls to a line that is set to forwardautomatically to the voice mail box on that line (There are no voice mail boxes on XO DIDs) In case of an outage, Auto Attendant will still work but the caller will hear a treatment message “the person you aretrying to reach is not available ” on the destination line If the call is transferred using the Auto Attendant, your user will see the Auto Attendant Caller ID Name and Number Auto Attendant can be the company’s main number or an additional number. If the Auto-Attendant is set to alwaysanswer the main number, the main number becomes the auto-attendant’s virtual number. Otherwise, an additionalnumber must be used and the incoming calls must be forwarded to the auto-attendant as needed.

Recording or uploading a custom greetingTo Record a Greeting using Voice Portal:1. Dial your Voice Portal number from any phone.2. You will hear: “Are you making changes from a phone with XO VoIP Services service?” If yes, press * and go to step 3 If no, go to step 33. Enter your Voice Portal extension (last four digits of phone number)4. Enter your passcode (default is Voice Portal extension), followed by the # keyNote: For multi-level Auto Attendants, enter Attendant extension(last four digits of phone number), then press the # key.5. Select from the following options to load a greeting:If you want to.Press.And if you want to.Then press.Load a Business Hours greeting1Record New Greeting1Load an After Hours greeting2Listen to New Greeting2Revert to Default Greeting3Return to previous menu*Repeat menu#To Upload a Greeting Using Your Computer To use this feature, you must have an audio conversion program, plus a .wav/MP3 file to upload. To convert and load an existingaudio.wav/MP3 file, refer to your computer’s operating system instructions. If you are using a different sound recording product, note that the required format for recordings is: CCITT u Law or A-Law, 8000kHz, 8 bit Mono, .WAV file type. Click Browse to select a file on your computer.Example Scenario: Configuring an Auto Attendant for a car dealershipConfigure Main Auto Attendant first: In this example, lets say that XO Care gives you an Auto Attendantnumber of 240-243-4264 as the main number. Configure business hours as follows: Key 1-Dial by extension Key 2-Transfer with prompt to 240-555-1111 to Sales (virtual number for Sales department) Key 3-Transfer with prompt to 240-555-2222 to Service (virtual number for Service department) Key 4-Transfer with prompt to 240-555-3333 to Admin (transfer without prompt to Admin Auto-Attendant) Key 5- Name Dialing Key 0-Transfer to operator»» Use Voice Portal to record the Auto Attendant message, or upload the file using Online Feature Management In this scenario, the message might read: “Welcome.press 1 if you know the extension of the party you would liketo reach, press 2 for the Sales department, press 3 for the Service Center, press 4 for the Administrative Department,press 5 to use our company directory, or dial 0 to be transferred to the operator.”»» Configure the secondary menus:»» Example: Sales Key 1-Transfer to Car Sales (Transfer without Prompt to US Sales extension or number) Key 2-Transfer to Truck Sales (Transfer without Prompt to Main Auto Attendant menu) Key 9-Transfer to Main Menu (Transfer without Prompt to Main Auto Attendant menu) Key 0-Transfer to operator»» In this scenario, the message might read: “For Car Sales press 1, for Truck Sales press 2, to return to the previous menupress 9, or dial 0 to speak with the operator. Repeat for all other menus (Service and Admin)7

Configuring After Hours MenuOFM Home Auto Attendant General Settings After Hours Menu OptionsUse After Hours Menu Options to select a greeting and configure the prompts to be used after business hours. You can use the defaultgreetings or upload a new greeting using a .wav/MP3 greeting file format.ASelect Greeting option. Select “DefaultGreeting” to play a generic system recordingthat does not identify your company by name.Select “New Greeting” to play a customrecording. (A custom recording can includemusic on hold, personal greetings, comfortmessages, advertising, and more.)AThe maximum recording length is 5 minutes.See Recording or Uploading a CustomGreeting in this document for more details.BAfter the first Welcome message, first-levelextension dialing plays a prompt that allows acaller to dial an extension immediately.CUse the action section to select the dialingoptions for the callers.BC Transfer with Prompt: transfers withprompt “Please wait while your call istransferred” Transfer without Prompt. Transfer to Operator: transfers withprompt “Please wait while your call istransferred to the operator.”Note: If you select a transfer option, atelephone number field displays. When anaction transfers a call, a number must bespecified.Figure 4: Configuring After Business Hours MenuThe number may be a line or DID number. A“*” feature code or Voice VPN location codeand extension number may be entered. Thisnumber can be an internal number or a mobilenumber.If the action transfers the call to a locationoutside of the XO VoIP location, long distancecharges may apply. Name Dialing: allows the caller to dial byname. Extension Dialing: allows the caller to dialby extension. Repeat: repeats caller’s choices Exit: Ends the call after a prompt thatsays “Thank you for calling.”8

Selective Call Forwarding TabUse the Selective Call Forwarding tab to forward specific calls matching your pre-defined criteria to a different phone number. The criteriafor each Call Forwarding Selective entry can be a list of up to 12 phone numbers or extensions and a specified time schedule. All criteriafor an entry must be satisfied for the call to be forwarded (phone number and day of week and time of day). If the call is not forwarded, thecall continues as if this service was not turned on.ATurn selective call forwarding on or offBEnter a telephone number. Check Play RingReminder when a call is forwarded, if you wish.CSelect Add Rule. Continue on next screen.ABCFigure 5: Setting up Call Forwarding Selective Business Rules-Screen 19

Selective Call Forwarding Tab (continued)AEnter a description of the rule.BDetermine how you want the call forwarded.CSelect a time schedule to be used for theforwarded calls.D Select a holiday schedule to be used for theforwarded calls.AESelect which phone numbers to receive the CallForward treatment. If you prefer, you can enter upto 12 specified phone numbers.Note: Click Continue when you’re done.BCDEFigure 6: Setting up Call Forwarding Selective Business Rules-Screen 2

Auto Attendant Number XO Care will assign you with a number for Auto Attendant. This is the main Auto Attendant number (sometimes called the pilot number). This number is different than the location main number. XO Care must assign all new Auto Attendants. How Auto Attendant Works A caller reaches the Auto Attendant by dialing an associated phone

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Note: Step 1 in “Change Auto Attendant Voice Portal Menu” will be available if customer has subscribed for more than one Auto Attendant. If there is only one Auto Attendant then this step will be automatically skipped. Change Auto Attendant Greeting 1 Go to Branding Configuration Menu 2

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See Recording Auto Attendant Greetings). Your company may have one or many Auto Attendants. They may be set up with Dial by Name or Dial by Number directories. The Auto Attendant is assigned a telephone number and an extension. Each Auto Attendant includes business hours and after hours greetings for recording. You may record the greetings .

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Auto Attendant: Business and After Hours Menu . To modify or add to your current Business and After Hours items. Click on the Business Hours or After Hours Menu. Once new items are added to the menu, the greeting must be changed to reflect the new additions for listening and selection. To set up/review access . Auto Attendant Business Hours Menu

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Step 5. Press 1 to change Auto Attendant greetings Note: If your Location has more than one AA configured, the greeting prompts: Please enter the Auto attendant number followed by #. Enter the Phone number or extension assigned to the AA you would like to modify. Step 6. Press 1 for Business Hours or press 2 for After Hours

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