Altigen AltiWare OE 4.0, Administration Manual

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AltiWare OE System Administration Manual 129
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7
Auto Attendant Configuration
Auto Attendants perform simple call processing tasks such as transferring
calls to extensions to AltiMail or the operator, or giving information and
secondary options. It can also provide general information that is
frequently asked such as company address. Auto Attendants allow multiple
incoming calls to be answered simultaneously. In a call-heavy environment
the Auto Attendant can greatly reduce the number of calls that need to be
handled by the operator. Calls that do not require an operator’s assistance
can be handled effectively and appropriately.
In AltiWare OE 4.0 and higher, the Auto Attendant can handle more
complex call processing tasks such as handling web-based calls (in addition
to PSTN calls).
It can also accept text or digits input by the user. For example, if the Auto
Attendant prompts the caller to enter an account number, the call and
associated data can be quickly forwarded to an agent’s desktop using a third
partly application.
You can set up to 255 different Auto Attendants, each using all the number
keys as well as the * and # key and a timeout option. Each of the Auto
Attendants provides for expanding and nesting—a menu choice leading to
another menu—up to any number of levels.
Planning is Essential
Follow the steps below before you set up an Auto Attendant.
1. Before you configure tasks for one or more Auto Attendants, you
should plan the entire setup. Decide how many options you will provide
at each menu and how many menu levels you will use. Based on the
action choices in each menu, write down the appropriate prompts or
phrases that are to be played at each menu level.
2. Record phrases for each menu level or use the pre-recorded phrases that
are available to you. See “Phrase Management” on page 137 for more
details on how to record custom phrases, use pre-recorded phrases and
use professionally recorded phrases.