Configure Auto Attendant Menu Options

This section describes how to set up or modify the options for Auto Attendant menus. The menu options define how the system responds when a caller selects a phone key.

Menu options can be assigned to each of the following phone keys: 1-9, 0, *, and #.

Note: When configuring an Auto Attendant menu, consider the extensions that are assigned to your users and locations. Extension numbers that are assigned to users must not share digits with phone key numbers that are used for Auto Attendant menu options. For example, if you have users assigned to extensions 200 to 210 and you configure your main Auto Attendant menu to use the "2" key to access a broadcast group, callers to the Auto Attendant will not be able to reach these users by dialing their extension directly. Dialing a 2 will immediately send the call to the broadcast group.

The choices for each phone key are as follows:

Option Description
ACD Applications Transfers the caller to a managed ACD Application.
Auto Attendant Transfers the caller to another specified Auto Attendant.
Call Group Transfers the caller to a specified call group.
Extension (dialed) Transfers the caller to the dialed extension. (Within the tenant.)
Enterprise Extension Prefix Transfers the caller to the dialed enterprise extension. (Allows the Auto Attendant to transfer calls between the tenants of an Enterprise - the Auto Attendant will accept a prefix code, an outdigit, a tenant routing code and an extension.)
First Name Directory Transfers the caller to the Internal Company Directory, where entries are listed by first name.
Group Presence Control Override Prompts the caller for a group identification (extension) number to override group presence state call routing. See Configure Call Group Presence State Call Routing for more information on Group Presence Control. Note that a custom Auto Attendant menu option will be required if an audio prompt is needed for Group Presence Control Override (see Record Audio Prompts and Greetings).
Invalid Key Configures the phone key as unassigned. If a caller presses that phone key on the dial pad, an error message is played.
Last Name Directory Transfers the caller to the Internal Company Directory, where entries are listed by last name.
Previous Menu The caller can jump back one menu level.
Submenu Transfers the caller to another menu under the parent menu.
System Disconnect Disconnects the caller from the system, terminating the call.
User Transfers the caller to a specified user.
Voicemail Deposit Prompts the caller for an extension and then transfers them directly to the voicemail box associated with that extension for voicemail deposit.
Voicemail Retrieval Prompts the caller for their extension and then transfers them to their own voicemail box for voicemail retrieval.

To set up or modify Auto Attendant choices, follow these steps:

  1. Select Auto Attendant in the left menu.
  2. Select the Name to select an Auto Attendant from the list.
  3. Select the link in the Auto Attendant Menu and Menu Options section of the page for the Auto Attendant menu that you want to configure.
  4. Enter a name for the menu in the Menu Name field (optional).
  5. Type the introductory prompt text for the menu in the Introductory Prompt field (optional). This additional text is saved and can later be used to guide you through recording menu prompts.
  6. Select the language for the menu from the Language list (if required). The language you select is used to determine the language for the default menu prompts and error messages. The Language list displays the languages supported by your Service Provider.
  7. Select an option from the Send Caller To list for each of the phone keys.
  8. Type prompt text for each phone key configured in the associated Wording for Prompt field (optional). This additional text is saved and can later be used to guide you through recording menu prompts.
  9. Select the number of times that you want the Auto Attendant menu prompts to be repeated from the Play menu prompt list.
  10. Configure an action for the Auto Attendant if there is no input from the caller (for example, if a caller was not using a touch tone phone) after the prompts have been repeated the configured number of times in the Play menu prompt list. There are three options: Call Group, System Disconnect, and User.
  11. Click Save.
  12. Record a new menu prompt for the affected Auto Attendant menu. If you do not record a new menu prompt, callers will not know how to navigate the Auto Attendant. See Record Audio Prompts and Greetings.

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