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Auto Attendant
User Guide
Auto-Attendant User Guide
Specifications subject to change without notice. Facilities described may or may not be supported by
your network.
This documentation refers to software version 14.183 for hardware systems and 15.011 for cloud PBX.
Revision 2. DM 851
2
Auto-Attendant User Guide
Table of Contents
1.
2.
3.
4.
5.
6.
7.
7.1
7.2
7.3
7.4
7.5
Auto-Attendant User Guide .............................................................. 4
Assigning an Auto-Attendant message to answer an incoming call . 5
Assigning an Auto-Attendant message to a Group .......................... 7
Delay Timer ...................................................................................... 8
Ring Assigned Users ........................................................................ 8
Digit Assignment .............................................................................. 9
Access the Auto-Attendant Messages from a system phone ......... 11
Access the Auto-Attendant Messages ....................................................................... 11
Record an Auto-Attendant Message ......................................................................... 12
Play an Auto-attendant Message............................................................................... 13
Delete an Auto-attendant message ........................................................................... 14
Change Automated Attendant messages via the voice mail menu ............................ 15
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Auto-Attendant User Guide
1.
Auto-Attendant User Guide
The MDS Amiba Cloud PBX and the Opera range of hardware PBX’s offer an Auto-Attendant
to handle and route incoming calls in a professional manner without the intervention of an
operator.
The system contains 100 Interactive Voice Response (IVR) messages that together comprise
the Auto-Attendant system. Each message contains a number of parameters that provide the
flexibility to allow a wide number of Auto-Attendant configurations to be programmed.
Message
In the column Message, a unique message name can be assigned to each of the 100
messages.
Duration
Duration is the length of the message in hh:mm:ss format.
Controls
Controls allow you to play, delete or record an announcement.
Number
This is a unique message number which is used to programme when the message is
triggered. This is done on the ringing assignment page.
Delay Timer
This is a programmable delay that can be inserted before the message starts playing.
Ring Assigned Users
Allows you to ring assigned extensions during the playing of the message. The extensions
are programmed on the ringing assignment page.
Digit Assignment
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Auto-Attendant User Guide
This link opens the digit assignment page which allows you to program the response of the
system to digits dialled by a caller.
More details on some of the programming of some of these parameters are given below.
2.
Assigning an Auto-Attendant message to answer an
incoming call
Press the Ringing Assignment Link in the External Numbers section of the home main page.
This will display a list of external numbers and their ringing assignments
Click on the Edit button for an External Number to program the handling of incoming calls for
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Auto-Attendant User Guide
that number.
To use an Auto-Attendant message to answer calls to this number, click on the + sign
beneath ‘Select Auto-Attendant’ and select an Auto-Attendant message from the list:
Now click the green tick on the Ringing Assignment page to confirm the selection. Incoming
callers to this number will now hear the Auto-Attendant message that you have selected.
You can add users or groups to the ringing assignment by dragging and dropping them from
the left column into the centre column and pressing the green tick.
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Auto-Attendant User Guide
When the ringing assignment contains both users and an Auto-Attendant announcement, the
users will ring for a defined period of time (See ‘Delay Timer’ below) before the call is
answered by the Auto-Attendant message.
Note:- If you programme an Auto-Attendant message but no users in the ringing assignment,
the incoming call is answered immediately by the message.
3.
Assigning an Auto-Attendant message to a Group
You can assign an Auto-Attendant message to a particular work group in the same way by
going to the Group Assignment page in the Group Settings section of the main page.
If the only member of a group is an Attendant message code, then on dialling that group
number, the caller will be answered immediately by that message.
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Auto-Attendant User Guide
4.
Delay Timer
This timer determines how long the incoming call will ring the assigned user(s) before the call
is answered by the Auto-attendant message.
If the delay timer is 0 seconds, the call will be answered immediately by the attendant.
If no users are assigned to ring (i.e. there is only an attendant message in the ringing
assignment), then the delay timer value will have no effect and the call will be answered
immediately by the Auto-Attendant message.
5.
Ring Assigned Users
This field determines whether the assigned users will ring while the message is being played.
If you wish to ensure that the entire message is played to the caller without interruption, you
can disable this option. In this case the assigned phones will not ring until the end of
message and the entire message will be played without the call being answered.
If there are no extensions assigned to ring while the attendant message is being played then
this option will have no effect.
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Auto-Attendant User Guide
6.
Digit Assignment
Callers who are answered by the Auto-Attendant may be asked to select from a menu of
options to assist in routing the call to the most appropriate internal destination. The caller
makes a selection by dialing a digit and the Auto-Attendant routes the call based on the digit
dialed. The response of the Auto-Attendant to the digit dialed is programmed on this page
which is reached by pressing the ‘digits’ link for the message on the Auto-Attendant page.
For every digit there is a drop-down menu of actions which can be programmed as a
response. These are the options:
No Action
The digit dialled by the caller is ignored.
End Current Call
The call will be terminated.
Extension Prompt
Wait for the caller to dial an internal user or group number and transfer the call to that
number.
For example, record the following welcome message:
” Welcome to Company X, …dial 1 for sales, 2 for marketing.., If you know the extension
number of the person you wish to ring please dial * followed by the extension number..”
In the assignment field for the digit *, select ‘Extension Prompt’.
When the caller dials * followed by the user number, the call is transferred to that user.
Voicemail Prompt
Wait for the caller to dial an internal extension or group number and transfer the call to the
voicemail box of that extension or group.
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Auto-Attendant User Guide
For example, record the following welcome message:
” Welcome to Company X, …dial 1 for sales, 2 for marketing.., If you wish to leave a message
in the mailbox of an extension please dial * followed by the extension number..”
In the assignment field for the digit *, select ‘Voicemail Prompt’.
When the caller dials * followed by the user number, the call is transferred to the mailbox of
that user.
Internal
The caller is transferred to the internal user or group number entered in the adjacent edit box.
Calls to Internal Groups
A group usually contains several users and may contain another auto-attendant message.
When a digit is assigned to ring a group, the users in the group will ring. If the call is not
answered after the delay timer period, it will be answered by the auto-attendant. If the group
contains an Auto-Attendant but no other users, the caller will be connected to the auto
attendant immediately.
External
The caller is transferred to the external number entered in the adjacent edit box.
You may also select which trunk line to use for the external call by selecting the appropriate
line access code.
Auto-Attendant Message
The caller can be transferred to a different Auto-Attendant message. In this way, the caller
may be routed through a sequence of several messages to arrive at the appropriate
destination.
Direct User Dialling
This feature allows callers to dial a user number during the playing of the auto-attendant
message. The caller is then directly connected to an internal user. If this box is unticked
callers cannot dial through to internal users during the message.
If No Digits Dialled
Here you can program the response of the auto-attendant if the caller dials no digits. You can
select a time period in seconds during which the auto-attendant waits for a response from the
caller. During this time the caller will hear silence and the system will continue to monitor for
digits dialled. When the time period has elapsed the system will perform the programmed
action. If the timer is set to 0, then the assigned action will be performed as soon as the
attendant message has been played.
Destination Busy or Unavailable
Here you can programme the action to be taken if the destination is busy or unavailable.
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Auto-Attendant User Guide
7.
Access the Auto-Attendant Messages from a system phone
A user who has operator privileges may record or delete auto-attendant messages from an
executive system phone.
7.1 Access the Auto-Attendant Messages
Auto-Attendant programming can be carried out at an Operafone Executive System Phone
with Operator Functionality enabled.
1 0 : 0 0
F r i
0 3 . 1 1 . 0 2
E x t e n s i o n
1 1
M e n u s
C
M
► A
S e
a
a
u
l
l
i
t
e
 
l
D i v e
l b o x
S
o - A t t e

c t
A u t o - A t t e n
M
H o l d
M e s s

S e l e c t
►W e l c o m e
P h o n e
B k
r s i o n
e t t i n g s
n d a n t
S e t u

B a c k
d a n t
S e t u p
e s s a g e
a g e

E x i t
The user can simply use the up & down arrow
Keys to scroll to the desired message and
then press the <Select> Key.
From the idle screen 
Press the <Menus> key

Use the  keys to scroll
through the list of options

When the cursor is alongside
the Auto-Attendant Setup
option, press the <Select> key
The 100 Auto-Attendant messages
available to select are listed below:










Welcome message
Hold Message
Greeting and Clear
Attendant Msg. 4
Attendant Msg. 5
Attendant Msg. 6
Attendant Msg. 7
Attendant Msg. 8
Attendant Msg. 9
Attendant Msg. 10
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Auto-Attendant User Guide
7.2 Record an Auto-Attendant Message
Select Record from the message
options.
L I F T
H A N D S E T
W e l c o m e
M e s s a g e
0 0 : 0 0 : 0 6
R
e c o r d
t o p
B a c k
e p l a y
B a c k
W e l c o m e
M e s s a g e
0 0 : 0 0 : 1 5
A
c c e p t

Press the <Record> key
The record time is shown as the
message is being recorded.
W e l c o m e
M e s s a g e
0 0 : 0 0 : 1 5
R
Lift the handset as prompted
Note: It is not possible to record
messages in handsfree mode.
B a c k
W e l c o m e
M e s s a g e
0 0 : 0 0 : 1 5
S

R e j e c t

Press the <Stop> key when the
message is complete. The
message is automatically saved
If the <Back> key is pressed, the
message will not be saved and the
display will return to the Auto Attendant Setup menu.
To listen to the recorded message 
Press the <Replay> key
If the message is correct 
Press the <Accept> key and the
display will return to the AutoAttendant Setup menu
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Auto-Attendant User Guide
7.3 Play an Auto-attendant Message
► P
R
D
S e
l
e
e
l
a
c
l
e
y
o r d
e t e
c t
As shown on the display opposite, with
the cursor alongside the Play option 
Press the <Select> key
 
B a c k
W e l c o m e
M e s s a g e
0 0 : 0 0 : 0 6
P
a u s e
W e l c o m e
0 0 : 0 0 0 6
R
B a c k
M e s s a g e
e s u m e
B a c
k
W e l c o m e
M e s s a g e
0 0 : 0 0 : 0 6
R
e p l a y
Note: The Play and Delete options will
only appear if a message has been
recorded.
If the handset is on-hook, handsfree
mode will be activated and the selected
message will be played. (The handset
can be lifted at any time during the
message). The length of the message is
shown and counts down while it is being
played.
To pause a message 
Press the <Pause> key (the
function of the key changes to
<Resume>)
To resume a message 
Press the <Resume> key
B a c k
When the message has finished, to
replay 
Press the <Replay> key
To return to the message options 
Press the <Back> key
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Auto-Attendant User Guide
7.4 Delete an Auto-attendant message
P
R
► D
S e
l
e
e
l
a
c
l
e
y
o r d
e t e
c t
As shown on the display opposite, with
the cursor alongside the Delete option 
Press the <Select> key
 
B a c k
Note: The Play and Delete options will
only appear if a message has been
recorded.
If the handset is on-hook, handsfree
mode will be activated and the selected
message will be played. (The handset
can be lifted at any time during the
message). The length of the message is
shown and counts down while it is being
played.
To pause a message 
Press the <Pause> key (the
function of the key changes to
<Resume>)
To resume a message 
Press the <Resume> key
When the message has finished, to
replay 
Press the <Replay> key
To return to the message options 
Press the <Back> key
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7.5 Change Automated Attendant messages via the voice mail menu
The flow chart below shows the sequence to be followed by a user, with Operator level of access, to alter the Automated Attendant messages. This
can even be done remotely. Access the Voicemail Main Menu, for example by dialing #, followed by your PIN, while listening to the welcome
message. Then, instead of following any of the standard 1 to 4 prompts, dial 6 followed by the index number of the AA message to be recorded,
unprompted.
Circled numbers represent digits dialed at the various stages.
2. Automated Attendant set up (no prompts)
1. Voicemail Main Menu

Welcome to Voice Mail,
for new messages dial 1,
for saved messages dial 2,
to enter the Mail Set-Up menu dial 3
or to change diversion settings dial 4.
6
Play Auto Attendant message
Dial index number of message to be
recorded (default 700 to 799) and
dial 1, or
dial 2.
1
Selected Automated Attendant
message is played.
2
Record new Auto Attendant message
Start recording the new AA message
after the tone and dial # to end
recording.
Record Complete
Message Recorded
Record new AA
Message and press #