Purpose

Auto Attendant provides automated call routing and menu options for incoming calls. Additionally, this voice menu system greets callers with pre-recorded messages. Because different departments have varying needs, the system intelligently routes callers to appropriate extensions based on keypad selections and business hours.

How to Navigate

Begin by logging into the 2talk portal. Then, navigate to SwitchBoard | Inbound | Auto Attendant section.

How to Configure

• Activate Auto Attendant using the main toggle
• Upload audio files for greetings and menu prompts
• Configure menu options and routing destinations
• Set up Active hours and time-based routing
• Define Caller response options and timeout settings
• Configure Agent greeting and Connect as normal options
• Test and save configuration

Auto Attendant Settings

• Record Greeting: Use the dial back feature to quickly enable your Auto Attendant or upload a higher-quality recording.
• Text to Speech: This feature automatically converts written text into natural-sounding audio, allowing system messages, announcements, or prompts to be delivered to callers without the need for pre-recorded audio files.
• Active: Select the hours of operation. See also Time Schedules.
• Caller response: It refers to the time the auto attendant system waits for the caller to select an option.
• Repeat greeting: The parameter determines the number of times the greeting is presented to the caller. A value of 1 (default) indicates that the greeting will be played solely upon call acceptance. A value of 2 specifies that the greeting will be played once at the time of call acceptance and once more following the expiration of the timeout interval.
• Connect as normal: If enabled, it diverts the call, after the timeout, to the device where the extension number is registered. If disabled, the call is hung up after the timeout.

Caller Options

The Caller Options configuration within the Auto Attendant enables precise management of call routing to ensure callers are directed to the appropriate department or office.

• Extension Dialing: Activate this setting to permit callers to manually enter the desired extension number for direct communication.

• Press for Extension: Designate a specific digit that callers may select to initiate the extension dialing process.

Call Flow Priority – #3

Auto Attendant operates at priority level 3. Therefore, it presents callers with IVR menus and can post-dial transfer to subsequent features.

Conference → Rejection Strategy → Auto Attendant → Call Queuing