Overview
Automated Attendant Service
The Automated Attendant Service can answer and route outside calls without
assistance from a receptionist. After an outside call is answered, the Automated
Attendant Service plays a customized message (called the menu prompt).
Typically the message welcomes callers—to let them know they have reached
the correct number—then offers callers a menu of options for transferring to the
desired party or listening to an Announcement. (It is recommended that the
menu offer not more than five options to avoid confusing callers.)
You can record up to two Announcements in Monolingual Mode (or up to two
Announcements for each language in Bilingual Mode). Announcements are
often used to answer frequently asked questions, such as business hours and
location, emergency service, special offers, etc. Each Announcement can be up
to four minutes in length. Callers can choose to listen to these Announcements,
so your staff has more time to answer other calls and perform other tasks.
You can customize the menu prompt for use during normal business hours
(called the Day Menu Prompt) and for use after normal business hours (called
the Night Menu Prompt). For example, you can set up Automated Attendant
Service so that callers hear the following prompt during the day if the system is
set for Monolingual Mode and the System Language is U.S. English:
Thank you for calling the ANY Travel Agency.
If you
know the extension you want, dial it now or press 0 to
speak with the receptionist. For information on this
month’s special travel package, press 3. For directions
to ANY Travel Agency, press 4. To speak to an agent
about Corporate Travel, press 5. Press * 4 to replay
this message.
Note that callers who want general information regarding the current discount
travel package or agency location can choose to listen to an Announcement.
For example, when callers press [ 3 ] they hear the following Announcement:
Are you tired of battling the ice, snow, and after-
Christmas sale crowds? Take advantage of our January
sunny escape package-3 days and 2 nights in San Juan,
Puerto Rico for $439 per person, including hotel and
airfare.
To speak to an agent about this package or
other winter getaways, press * 8 and extension 13.
For after-hours callers, you can set up Automated Attendant Service to play this
prompt:
You have reached the ANY Travel Agency.
Our hours are 8
to 5, Monday through Friday. Please press 9 to leave a
message and we will return your call when the office
opens.1-6