Actions

Auto-attendant

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The auto-attendant feature provides voice guided menus

The Auto-attendant feature provides voice guided menus for handling incoming calls:

  • Play a welcome message on incoming telephone calls
  • Press a digit to re-route the call
  • If no digits are pressed, the call will be automatically re-routed 5 seconds after the message has finnished playing

The auto-attendant feature is available also for internal calls, it is not restriceted to external calls only.

Configuration

Class of Service sttings

Default directory number for the auto-attendant feature is 9550. By default this feature is blocked, and has to be enabled in Class of Service.

In AlphaPro, select the Class of Service button, and enable feature 105 (which is the feature code for the Auto Attendant) for Class of Service 15 (used by SIP Trunk) and/or Class of Service 1 (used by intercom stations):


CoS Feature105.PNG

Recording the message

To record a welcome message:

  • From a SuperUser station dial 8180 + 9550. Press and hold the M-key while recording.
  • Example: ”Welcome to Procom Ltd, press 1 for switchboard, press 2 for Sales department, press 3 for Marketing department, or wait for an answer
  • Release M-key to listen to the message. Press M-key again to do a new recording, or
  • Press 8 to save

Alternatively a wav-file can be uploaded from the web interface AlphaWeb as described in the Audio Messaging article.

Digit routing

Auto-attendant digit routing: Digit 1 calls station 101, digit 2 calls station 123, digit 3 calls station 5432, and digit 0 repeats the voice menu


The Auto-attendant number 9550 is using the DAK table of physical station 500 for the "digit" actions. In the Users & Stations window in AlphaPro, select physical number 500 in the list box, and press the button DAK. In the DAK table enter the call destination for digit 1-9 (DAK 1-9), and digit 0 (DAK 10).

If the caller doesn't press any digits within 5 seconds, the call is automatically routed to the entry in Search String 1.

The timeout is configurable in Exchange & System > System > Timers > Auto-Attendant Timeout.

Adding more auto-attendant numbers

Up to 3 auto-attendant numbers are supported, depending on the license installed. Directory number for the first auto-attendant is included by default. For the second and third auto-attendant you have to add new directory numbers from AlphaPro.

Adding a second auto-attendant:

In Directory & Features, press Insert, and add a new number with the following properties:

Dirno DisplayText Feature Parmeter 1 (ID) Parmeter 2 Parmeter 3 Description
9551 AutoAttendant2 105 0 2 501 Auto-attendant number 2, using Stored Voice Message 2, and the DAK table of physical number 501

To record a message dial 8180 + 9551 + M-key.

Digit routing is done in the DAK table of physical number 501.


Adding a third auto-attendant:

In Directory & Features, press Insert, and add two new numbers with the following properties:

Dirno DisplayText Feature Parmeter 1 (ID) Parmeter 2 Parmeter 3 Description
8183 MenuMsg3 111 11 3 0 Stored Voice Message 3
9552 AutoAttendant3 105 0 3 502 Auto-attendant number 3, using Stored Voice Message 3, and the DAK table of physical number 502

To record a message dial 8180 + 9552 + M-key.

Digit routing is done in the DAK table of physical number 502.

Hardware and license requiements

  • Hardware: The auto-attendant feature require AMC-IP hardware version 8000/5 or 8000/6 (Black PCB).
  • License: Auto-attendant requires a Basic (1 auto-attendant) or Enhanced (3 auto-attendants) Audio Messaging license.