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Setting up an auto-attendant
Information for administrators
An auto-attendant is an automatic answering service that accepts incoming calls and offers callers options for finding the people or services they need. When an auto-attendant has been created, an administrator can configure its settings and set up greetings and dialling menus.
For administrators only
To set up an auto-attendant
- If you're an enterprise administrator, select the required site.
- Select Standortdienste.
- Select Standortdienste > Auto-Attendant.
- Select an auto-attendant from the list.
- Enter your settings.
Entering profile settings 
The auto-attendant profile settings are described below.
|
Setting |
What the setting does |
|---|---|
|
Abteilung |
Select a department if you want to use other settings to restrict the auto-attendant to redirect calls only to people in that department. See the settings Einstellung für Kurzwahl and Namenswahl-Format. |
|
Zeitzone |
Defines the time zone that is used as a baseline when configuring time schedules. |
|
Einstellung für Kurzwahl |
This setting controls how the auto-attendant redirects calls when a caller enters an extension number. You can let it redirect a caller to any extension in your organisation or to an extension at your site. |
|
Namenswahl-Format |
Similar to the previous setting, this setting controls how the auto-attendant redirects calls when a caller enters a name. |
|
Namenswahl-Format |
This setting determines how a caller must enter a name if they wish to use name dialling. You can choose whether the caller must enter the last name before the first name or whether either order is allowed. |
|
Geschäftszeiten |
By default, the auto-attendant treats all incoming calls as though they arrive during business hours. Unless you change this default setting, callers always hear the auto-attendant's business-hours greeting and menu options. However, you can restrict business hours by selecting a time schedule from a list. If you select a business hours time schedule, any hours not included in the schedule are treated as after hours. |
|
Feiertagszeiten |
You can identify holiday dates that apply to your site if you select a holiday schedule. If someone calls during a holiday period, they hear the auto-attendant's after-hours greeting and menu options, unless you personalise these, as described below. |
Setting up greetings and dialling menus
Follow the same steps for setting up greetings and dialling menus for business hours, after hours and holiday hours.
- If you do not wish to keep the default greeting, select Eigene Begrüßung and select a file.
- Select Direkte Kurzwahl aktivieren if you wish to let callers enter extension numbers immediately without listening to the menu. You may want to disable this for after hours and holiday hours.
- Select an action for each key you wish to include in the menu. For some actions you must enter a suitable phone number.
|
Action |
What the auto-attendant does |
|---|---|
|
Weiterleiten mit Ansage |
Tells the caller that their call will be transferred and then transfers the call to the number you record in the menu. |
|
Weiterleiten ohne Ansage |
Transfers the call to the number you record in the menu. |
|
Weiterleiten an Vermittlung |
Tells the caller that their call will be transferred and then transfers the call to the operator number you record in the menu. |
|
|
Offers another menu of options to the caller. You can add a new menu or choose an existing menu from the Ziel box. By default, the list of menus is empty. Once you create a submenu, you can reuse it many times for the same auto-attendant. This way you can have a multi-level auto-attendant with several levels of submenus linked to one another. |
|
Namenswahl |
Prompts the caller to dial a person’s name (using the phone keypad) and then transfers the call to that person's extension. |
|
Kurzwahl |
Prompts the caller to dial an extension and then transfers the call to that extension. |
|
Weiterleiten an Mailbox |
Transfers the call to voicemail. |
|
Ansage abspielen |
Plays an announcement. You can select the announcement file from the Ziel box. By default, there is no announcement file selected. |
|
|
Plays the audio file again. |
|
|
For submenus, returns the caller to the previous menu. |
|
Beenden |
Ends the call. |
For transfer to another number or the operator, you can record notes about the transfer in the Ziel box.
If you want to create a set of submenus to use as menu options, select the tab, select Hinzufügen and follow the instructions above for creating a menu.
Available greetings
The available greetings are the ones your administrator recorded or added, or the ones you added using the announcement repository.
Selecting call policy options
You can use call policy settings to control how the auto-attendant forwards a call.
|
Service setting |
What the setting means |
|---|---|
|
Vertraulichkeit für angeschlossene ID bei umgeleiteten Anrufen |
Controls whether the caller continues to see the caller ID of the called party or the caller ID of the new party when forwarding a call. Select:
|
|
Bei umgeleiteten Anrufen Anrufumleitungsantwort senden |
Controls whether One Net Business sends a signal to the other party when forwarding a call. The signal allows the other party's system to take action if it has been set up to recognise the signal. Select:
|
|
Namensanzeige für umgeleitete Anrufe |
When forwarding an outgoing call, controls whether the caller ID displayed to the forwarded party is the original caller ID or the ID of the new party. Select:
|
Setting up call services
If the auto-attendant has call services assigned, such as voicemail, you can set up these services as you would for a normal user.
To set up the auto-attendant's call services
- Select Anrufdienste.
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