Auto Attendant

Description:
The Masergy Automated Attendant provides clients with a powerful and flexible tool to field inbound calls and deliver them to the intended destination through interactions with the caller. The Automated Attendant is an integral part of the Masergy product offering and does not require an external third-party system.
The Automated Attendant is reached by dialing an associated phone number or an extension. Once connected to the Automated Attendant, the caller is played a greeting that provides a menu of options to complete call routing. Callers are able to dial extension numbers or to select an option to dial by name.
The Automated Attendant uses the multi-location enterprise capabilities of the Masergy platform to transparently support geographically distributed groups. Therefore, the client has the option to allow extension or dial-by-name calling from any Automated Attendant at any business location.
Similar to all Masergy services and settings that are configurable by administrators, the AA one-digit dialing menu is also configured by a client administrator. Masergy Automated Attendant engines are designed to suit any call routing application by cascading a limitless number of layers and trees. Interactive dialog will be based upon Dual Tone Multi Frequency (DTMF), with errors (incorrect entries) sent to an informational message and returned to the earlier point in the menu.

How to:
The group administrator configures the Auto Attendant through the Group web portal.
The following options are provided on the Attendant configuration screen:

  • Greeting - The group administrator can select the default Auto Attendant greeting or upload a customized greeting that matches the available options.
  • Default menu options - The group administrator can assign keys to the default menu options of the Auto Attendant (operator, name, and extension dialing). The administrator can configure the Auto Attendant to allow:
  • Extension dialing on the first level of menu.
  • Name dialing with first name entered before last name.
  • Customized menu options - The group administrator can create customized menu options by associating keys to specific phone numbers.
  • Customized actions - The group administrator can assign specific actions to the keys entered by the user. The available actions are shown in the following table:

Action

Number

Transfer prompt

Runtime

Transfer to operator

Text box, in which any number can be entered.

"Please wait while your call is transferred to the operator."

The call is transferred if the number is valid. Otherwise, the call ends with the message, "Your call cannot be transferred; please try again later, thank you".

Transfer with prompt

Text box, in which any number can be entered.

"Please wait while your call is transferred."

The call is transferred if the number is valid. Otherwise, the call ends with the message, "Your call cannot be transferred; please try again later, thank you".

Transfer without prompt

Text box, in which any number can be entered.

None

The call is transferred if the number is valid. Otherwise, the call ends with the message, "Your call cannot be transferred; please try again later, thank you".

Name dialing

Disabled

None

Name dialing.

Extension dialing

Disabled

None

Extension dialing.

End call

Disabled

"Thank you for calling."

Call is released.

Repeat menu

Disabled

None

Menu greeting is replayed.

--- (Not set)

Disabled

Not applicable

Menu greeting is replayed.

  • Business Hours - The administrator can define the business hours for the Auto Attendant and select the business hour pattern that applies to the attendant via the web portal. Once a business time schedule is created, it can be assigned to specific Auto Attendant.
  • Holiday schedule - The administrator can define holiday schedules via the web portal. Once holiday schedules are defined, they can be assigned to select Auto Attendants.
  • Masergy voice portal greeting change - The group administrator can record new greeting menus through the voice portal phone interface. This automatically provisions the newly recorded greeting as the active greeting for the Auto Attendant.