Wednesday, 30 November 2011

Learn how to set up an Auto Attendant and make your receptionist eternally grateful

Auto Attendants can be very useful in helping to route incoming calls to an organisation. If you have a very busy reception an auto attendant can help restore some sanity and allow them to give personal attention to those people that need it instead of just routing calls all day.

It would probably be useful to have different auto attendants set up at different times of the day. At the very least you would probably want an office hours auto attendant and one for out of hours service where you might simply offer callers the option to leave a voicemail. And you could route the voicemails to separate departments rather than just collecting them all in one main voicemail box.

Don’t just restrict the auto attendant to the front door of the organisation. It can also be used in other areas where you might have external callers dial a number and then want to give them options of who they want to speak to or even get put through to a voicemail or hear a recorded message.

Now we’ve considered the benefits of an auto attendant let’s get down to the business of how to configure it on the Avaya IP Office 500 system.




There are 4 elements to setting up an Auto Attendant:-

Incoming Call Route

Time Profile

Auto Attendant

Message recording


You need to take a little time at this stage to plan how you want the auto attendant to work. You will need someone to record the message. You will need to know what options you are going to give callers. You will need to know which External number you want to apply the auto attendant to. You will need to need to think about what times you want the auto attendant to be active on the system. You may need to have at least two auto attendants set up but here I’ll talk you through configuring one.....the others are going to be easy!


Once you’ve done your planning we’ll jump straight in and get the first part of the configuration set up.....


Time Profile

Let’s first of all set up a time profile for when we want the auto attendant to be active. You will see the Time Profile option in the left hand column. Right Click and create a new one. You can add a specific date using the Add Date button. But in this example we will click on the Add Recurring button to set up an office hours time profile for 8.00 am to 5.00 pm Monday to Friday.

Make sure you OK these changes.


Autoattendant

Next we need to set up the Auto Attendant. Open up the Avaya IP Office System Administrator and right click on Auto Attendant in the left hand column. Select New and give it a name. Most of the settings will be fine with the defaults. We’ll set up a Where it says Menu Options click into the Recording Name drop down box and type in a name for the recording. You will notice next to this is a box called Shortcode and the number will be automatically generated for you by the system. This is the code that you need to dial on a handset to record the new Auto Attendant message so make a note of it.

Now go to the other Tab on this screen named Actions. This is where you set up what happens when a caller presses a key. For instance press 1 for reception, press 2 for marketing.

Click onto the Key you want to assign and then click on the Edit button to set it up. You will notice the Edit Action box. Select the Action you want to happen when a caller presses that Key. In most cases this is probably going to be a transfer. Then Select the Destination and choose the user that you want to transfer the call to from the list in your directory.


Message recording


There’s not much more to set up before we apply this auto attendant to a phone number but before we do this you will want to get the message recorded. Remember the shortcode that you made a note of earlier when configuring the Auto Attendant. Get the person who is going to record the message to dial this number and set up the greeting.

All that’s left to do now is to point an incoming number at the auto attendant.


Incoming Call Route

Go to the Incoming Call Routes and click on the Destinations tab. You will see the TimeProfile Column. This is where we would choose the Time Profile we set up earlier. Although we configure this we are not going to use it this time as there is already one defined called Default Value, but at least you know how to set up Time Profiles if you want to have different Auto Attendants operating at different times.

Now click on the Destination drop down box and choose the Auto Attendant you created earlier. OK this change and save the configuration. Choose to Merge the changes and you’re done.

You can easily create additional auto attendants for different times of the day or for different incoming call routes.

110 comments:

  1. thanks ......
    but during add recording file ...i cannot found it..

    ReplyDelete
  2. .c11 file not found in auto attend

    ReplyDelete
  3. Hi Mostafa,

    Thanks for your comment. I assume you are using the embedded voicemail. Unfortunately I'm more familiar with the Pro version so may not be able to help you with this. As I understand it the file is stored on the SD card in the Dynamic\LVMail folder. Hope this helps.

    ReplyDelete
  4. Yeap, they should be in DYnamic/LVmail folder.

    ReplyDelete
  5. When I type in the short code (*8402), I get a busy signal. Does that mean the recording does not exist? If so, how do I create a new recording?
    Thanks.

    ReplyDelete
    Replies
    1. We are also facing same problem Admin can you reply asap.

      Delete
  6. Is there a way to set one of the actions to dial an outside number?

    ReplyDelete
    Replies
    1. Yes you can do that. On the Auto Attendant actions tab select the key number you want to assign the action to and choose the "Normal Transfer" option. Enter the number in the Destination. If you dial a number first to get an outstide line make sure you include that in the number you enter.

      Hope this helps.

      Delete
    2. thanks Admin ,I've set auto attendants but if i calling from outside i can only pres 1 or 2 or 3..... , i need the same local Extension number 203 or 202 , pls can any on help me

      Delete
    3. Hi there.

      Have you had a look at the DialByNumber option? This then allows the caller to enter the extension number that they want. Choose this on the Actions tab. So for instance if you had option 2 as DialByNumber the caller would select option 2 and then dial the extension they want. eg 201, 202 etc. If you select the checkbox Direct Dial-By-Number on the Auto Attendant tab then they could just enter the extension number they want. eg. 201,202 etc. but extensions 301 for example wouldn't work so it depends how you've got your extensions numbered and what other options your want as to if this way would work for you.

      Hope I've understood your question and hope this helps.

      Delete
  7. I've set auto attendants but we have 3 lines and when someone calling from outside .. he sometimes hear the greeting message and sometimes just ring tones and nothing.... can you help me in this regard

    ReplyDelete
  8. Are these three separate numbers? If so make sure you have the Auto Attendant assigned to each one in the Incoming Call Route.
    Hope this helps.

    ReplyDelete
  9. Thanks Admin for quick response :)

    No all three lines have same number ... so if i call 2-3 on the same number sometimes greeting message comes and sometimes only ringing tone only but in office no body hear that and that's why no reply

    ReplyDelete
    Replies
    1. How many voicemail channels do you have?

      I'm just wondering if they are all in use when the caller doesn't hear the greeting message.

      If you run the IP Office System Status application and select "Resources" in the left hand column you will be able to monitor the usage of the Voicemail channels and check if this is the problem.

      It might also be worth configuring a "Fallback Extension" on the "Destinations" tab of the incoming call route that directs calls to your Auto Attendant. At least you hopefully won't lose the calls then whilst you figure out what's going on.

      Hope this helps

      Delete
    2. I have same problem. Using x2 different numbers on bri combo (x6 internal digital lines x2 analog x2 bri).When someone calling from outside .. he sometimes hear the greeting message and sometimes just ring tones and nothing. All voice mail are off. I made x2 Incoming Call Route each one for the number, as i said i have x2 different numbers. I mate time profile also and still problem is there. The only time seams temporally fixed is when i do restart the ip500. And then after while or some hours same problem show up. I ll try your trick and see what happen.

      Delete
  10. When I call the number that routes the call to the auto attendent I don't hear the recorded message, but like a slight click then it cuts off or goes to the fallback ext. I can listen back to the recordings ok on *8101 and *8301 so can't figure out why it's doing this

    ReplyDelete
    Replies
    1. I had to make two separate auto attendants and put the recordings on the Menu Options drop down instead of Morning/Evening then just assign a Time Profile to when each one is played and that done the trick. I added a Fallback extension because there isn't any Actions or key presses. I'm looking to add an option so it will allow the caller to leave a message out of hours, how do I do this on embedded voicemail?

      Delete
    2. This comment has been removed by the author.

      Delete
  11. Any solutions to when dialing *8402 and other codes to record and getting a busy signal?

    ReplyDelete
  12. I followed this but my recodring does not follow the time of the day .... random ... on and off auto ... anh help here

    time i set is 7:30am -- 4: 30 pm m/f and second sat and sun

    i have slected different recording but only one comes on and some time both comes on

    ReplyDelete
  13. I have an automated attendant on a phone at my front door. When a visitor arrives I want them to just pickup the phone and automatically hear the auto attendant. My phone vendor said it could be done, but is struggling to make it happen. The auto attendant is recorded, but the auto pickup isn't happening.

    ReplyDelete
  14. You could try this

    System Short Code - *98
    Feature - Auto Attendant
    Telephone Number - AA:Day
    Line Group Id - 0

    Create a virtual extn (eg 250) and forward unconditional to *98 then make the USER short code
    SC - ?D
    Feature - Dial Extension
    Telephone Number - 250
    Line Group Id 0

    then when you pick up the door phone it will hotline to extn250 which is forwarded to the AA short code.
    This should work!

    ReplyDelete
  15. Hi - can you advise if you want to load professionally recorded Auto Attendant messages?

    ReplyDelete
  16. Using an embedded voicemail on an IP Office 500; does anyone know of a way we could have the incoming calls go to the receptionist (live body) first then if she does not pick up have the call bounce to the Auto Attendant?

    ReplyDelete
  17. @ John M

    put reception in a hunt group 200 (Main)

    create System Short Code - *98
    Feature - Auto Attendant
    Telephone Number - AA:Day
    Line Group Id - 0

    create virtual extn 251(fwdtoAA),forward unconditional to *98
    tick forward huntgroup calls and forward internal calls boxes

    create a hunt group 252(overflowtoAA) add extn 251 as only member.

    In reception hunt group go to overflow tab and enter HG252

    adjust overflow time.

    Create Incoming Call Route and make (Main) the destination.

    The call comes in to Main and after n secs overflows to (OverflowtoAA) huntgroup which rings extn251 which is forwarded to AA shortcode.


    ReplyDelete
  18. Can I set up an Auto-Attendant so that, if someone already knows their party's extension, they can, say, press * and then the extension to be taken directly to that number?

    Or does the 'Transfer' action need a specific recipient?

    ReplyDelete
  19. I've set auto attendants but we have 3 lines and when incoming call from outside When he wants to enter the internal number before the end of the recording, it finds a message that says invalid option.... can you help me in this regard

    ReplyDelete
  20. Does it work if you wait until the end of the recording before choosing the option?

    ReplyDelete
  21. This comment has been removed by the author.

    ReplyDelete
  22. Thank you , it has been easy following the instructions here and within seconds I found that I missed the call routing step and once it was set, everything is working fine. I will use this to make a step by step right now. God Bless you!

    ReplyDelete
  23. How is the time before AA handles call adjusted? Mine rings once then goes to AA.

    ReplyDelete
  24. I setup time profiles but under incoming call route--> destinations --> default time profile, the default is is the only one works. The other time profiles are not used for some strange reason. Anyone got any tips to try to narrow down whats wrong?

    ReplyDelete
    Replies
    1. The destinations start from the bottom and go up the list. If no time profile is matched, the default value will be used. Your time profiles are most likely not validated

      Delete
  25. Hi ,
    We have recently purchased an Avaya IP 500 V2 system. We have three lines in the office. 1 line assigned to one number and the remaining 2 lines assigned to another number.
    When an incoming call comes, for the first 2 lines the auto attendant welcome message is played. But for the third line , there is no message but only a ringtone and no action whether the call is connected or not.

    I am being told i have to ourchase a license if i want to play the welcome message on the third line?

    ReplyDelete
  26. Hi to All,

    Can anyone help me why I cannot record the new auto attendant. After pressing option number 2 and hearing the voice prompt "Start speaking after the tone" but unfortunately after the prompt the phone goes back to normal mode making impossible for me to record the voice. Please help me. stuck up for two weeks now. Thank you in advance

    ReplyDelete
    Replies
    1. Abdul Hameed DMT7 May 2014 at 11:55

      check mailbox are full or not?

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  27. Hi all.

    I have problem with my AVAYA IP Office 500 v2 8.1, the feature (Instance in AVAYA IP Office Manager) is not present, but i can't create a new autoattendant. The license is Essential Edition with VM+R8+Preferred Edition.

    Best regards,

    Ivan Mauricio Gutiérrez G.
    Bogotá, Colombia

    ReplyDelete
  28. Hi all.

    I have problem with my AVAYA IP Office 500 v2 8.1, the feature Autoattendant (Instance in AVAYA IP Office Manager) is not present, but i can't create a new autoattendant. The license is Essential Edition with VM+R8+Preferred Edition.

    Best regards,

    Ivan Mauricio Gutiérrez G.
    Bogotá, Colombia

    ReplyDelete
  29. I'm having an issue with an auto attendant option that transfers to another auto attendant. When you press the option to go to another auto attendant, all you hear is static and then it hangs up.

    ReplyDelete
  30. How can you change auto attendant greeting by calling in from outside of the building and not being on site.

    ReplyDelete
  31. When I call the number that routes the call to the auto attendent I don't hear the recorded message, but like a slight click then it cuts off or goes to the fallback ext. I can listen back to the recordings ok on *8101 and *8301 so can't figure out why it's doing this

    ReplyDelete
  32. Is there a way to set up building close message for users to call in too.

    ReplyDelete
  33. Hi every body
    I set up an auuto attendand,but in the auto attendand menu,on tab "Action" in the bottom,the field "Destination" does'nt exist, it was work well,but after a few days i can't see the Destination field,I tried to uninstall the Ip Office Manager and reinstall the Software,it still have the same behavior...
    Does anybody know what is the case???? Or i got to configure a setting for that??? Help me please!!!

    ReplyDelete
  34. Hi all,

    Can i transfer from auto attendant to a voicemail box so someone can leave a message ?

    ReplyDelete
  35. Good morning,
    I am coming into a system that is setup already. The problem I am having is trying to figure out how to change the AA message. I am using a 1416 model. Is there any way to direct me ?

    ReplyDelete
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  37. Avaya IP Office Manager 9.0.3.0 build 941 (embedded voicemail)

    Hello there! Cannot figure out how to assign passwords to Auto Attendant recordings. In the meantime anyone who knows to press * and automatically created number (like *8103) can erase or record AA greeting. Can you help? Thank you.

    ReplyDelete
  38. I'm having an issue where if a call comes in, it gets sent to the AA properly. But if a second call comes in, it goes directly to the huntgroup that rings all the phones. I want the second call to also go to the AA. Any suggestions?

    ReplyDelete
  39. me i don't have enough time time to record my message

    ReplyDelete
    Replies
    1. Thanks for sharing that. It takes a matter of seconds. Idiot.

      Delete
  40. My customer has asked for a company directory option at the auto attendant. I am new to this, so want to make sure I do this right. Do I just take an unused number in the auto attendant and change the action to DialByName? Seems too easy.

    ReplyDelete
  41. Anyone know of any Avaya certified door phones. I need one to run with the lastest addition of IP office. Also i need an out of band DTMF controlled relay. We have Polycom IP Phones that send DTMF in out of band. We looked at paxton, but its not compatible as it sends DTMF in SIP info. Any ideas from the Avaya community ?
    Thanks
    Paul
    http://endpointwarehouse.com/

    ReplyDelete
  42. Hi,
    auto attendant is working fine in our system. but we need small change. if some extention not answering their calls we want to back to main menu or reception can answer that call instead of voice message system. can anyone suggest how to do ?
    PS: sorry for my bad english

    ReplyDelete
  43. hi ,

    can i know how to configure from single extension to all extension,
    like announcement - any fire or anything happen the building ,
    the reception guy want to inform every body in single extension ,
    can i know how to configure

    REgards
    muhammed

    ReplyDelete
  44. Thoughtful ideas ! my friend yesterday saw http://pdf.ac/6wfFQz to fill pdf , It's relatively efficient to learn and it's useful . I heard they are giving a free promotion now

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  45. When I type in the short code (*8402), I get a busy signal. Does that mean the recording does not exist? If so, how do I create a new recording?
    Thanks.

    ReplyDelete
  46. I have Office 500 with embedded voicemail. how can I set up a night service so at day time receptionist can answer the phone and night time it go to auto attendant. THANKS

    ReplyDelete
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  48. after pressing option number 2 and hearing the voice prompt "Start speaking after the tone" but unfortunately after the prompt the phone goes back to normal mode making impossible for me to record the voice.

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