Transcription
Shaw BusinessAuto-Attendant User Guide
ContentsSteps to Setup an Auto-Attendant. 3Plan your Auto-Attendant structure.4Prepare custom greetings for each menu and sub-menu. 5Providing Custom greetings for Menus and Submenus using the End User Portal web Interface. 7Recording Custom greetings for the Business Hours, After Hours and Holiday menus bycalling the Voice Portal. 7Configure time and holiday schedules for your organization.8Add the holiday schedule for the organization.10Configure the Auto-Attendant profile options. 11Configure the Sub Menus. 12Set business hours menu.15Set after hours menu. 16Set holiday menu. 18Record custom greetings. 20
The Auto-Attendant serves as an automated receptionist that answers the phone call andprovides a personalized message to callers. It can be configured to provide callers with theoption to connect to the operator, dial by name or extension, leave a message, listen to agreeting, or connect to configurable destinations.Note: VoIP phone emergency 9-1-1 features differ from traditional 9-1-1 services.Visit business.shaw.ca/smartvoice911 for more information.Steps to setup an Auto-Attendant Plan your Auto-Attendant structure Prepare Custom Greetings for each Menu and Sub-menu Configure Time and Holiday Schedules for your organization Set up the Menus and Submenus Call the Auto Attendant numbers to test your design3
Plan your Auto-Attendant structureMap out the structure of the Menus (Business Hours, After Hours and Holiday) and Submenus.Here is a sample Auto-Attendant structure:Business Hours Menu0: Operator1: Extension dialing2: Name dialing3: Administration4: Customer Service5: HoursAdministrationDepartmentSubmenu0: Operator1: Extension dialing2: Name dialing3: Jean Smith#: Repeat menu*: Return to mainAfter Hours MenuCustomer ServiceSubmenu0: Operator0: Operator1: Extension dialing1: Extension dialing2: Name dialing2: Name dialing3: Hours3: Orders#: Repeat menuHoliday Menu*: Return to main0: Operator1: Extension dialing3: HoursHours of OperationSubmenu#: Repeat menu*: Return to mainNotes Extension dialing can be enabled in each Menu and Submenu to allow the user to dial anextension without having to select an option first. There are controls for the scope of extension and name dialing to determine whether callscan be directed to users in the same group, department, or enterprise.4
Prepare custom greetings for each menuand sub-menuCustom greetings that include each key defined in the menu are needed to be voiced to thecaller. They can be recorded using the End User Portal web interface or pre-recorded in anaudio file.Note:If Custom greetings are not defined for each Menu and Submenu, the system will play defaultgreetings that may not be related to the options in the Auto-attendant menus and submenus.Tips: List Menu options in a predictable order. List menu options that transfer to the operator last (To reach the operator, press 0 or stayon the line).Define custom greeting contents:For the sample menu the following custom greetings will be required: Welcome to ABC Distributing. If you know the extension of the party you are trying to reach, dial it now. To use our automated name directory, press 2. To reach the Administration department, press 3. To reach Customer Service, press 4. For our regular Business Hours, press 5. To reach the operator, press 0, or stay on the line.After Hours Menu Greeting: “Welcome to ABC Distributing. Our offices are now closed. To reach an extension, dial 1. To use our automated name directory, press 2. For our regular business hours, press 3. Thank you for calling”.Holiday Menu Greeting: “Welcome to ABC Distributing. Our offices are closed for holidays. To reach an extension, dial 1. For our regular business hours, press 3. Thank you for calling”.5
Prepare custom greetings for each menuand sub-menuAdministration Department Submenu Greeting: “You have reached the administration department of ABC Distributing. If you know the extension of the party you are trying to reach, dial it now. To use our automated name directory, press 2. To reach Jean Smith, press 3. To repeat this menu, press the pound key. To go back to the previous menu, press the star key. To reach the operator, press 0 or stay on the line”.Customer Service Submenu Greeting: “You have reached the customer service department of ABC Distributing. To dial an extension, press 1. To use our automated name directory, press 2 To place an Order, press 3. To repeat this menu, press the pound key. To go back to the previous menu, press the star key. To reach an operator, press 0 or stay on the line.”Hours of Operation Submenu Greeting: “Our hours of operations are Monday to Friday from 9 AM to 4 PM To repeat this menu, press the pound key. To go back to the previous menu, press the star key.”6
Recording the custom greetingsProviding Custom greetings for Menus and Submenus using the End UserPortal web InterfaceThere are 2 ways to provide the Custom greetings for Menus and Submenus using End UserPortal web Interface by login with the Group Administrator credentials: Pre-recording the greetings into audio files and uploading them into the menu or submenuNote: About Pre-recorded audio files: Most common audio file extensions supported (wav, mp3, etc) Audio recorded for less than 10 min 40 sec Must be smaller than 16MB Recording the greetings using you PC microphone directly to the menu or submenuSteps to Upload or Record the Custom greetings can be found in the section SET UP THE MENUSAND SUBMENUSRecording Custom greetings for the Business Hours, After Hours and Holidaymenus by calling the Voice PortalIt is possible to record the Custom greetings for the Business Hours, After Hours and Holidaymenus by calling the Voice Portal and login as the Group Voice Portal extension with the VoicePortal Administrator password.NOTE: Greetings for Submenus cannot be recorded through the Voice Portal.Steps to record the Menu greeting using the Voice Portal can be found in the section 4.6.RECORD CUSTOM GREETINGS FOR THE BUSINESS HOURS, AFTER HOURS AND HOLIDAY MENUSBY CALLING THE VOICE PORTAL (ALTERNATIVE TO THE WEB USER PORTAL)7
Configure time and holiday schedules foryour organizationConfigure a Time Schedule for your organization’s Business Hours and a Holiday Schedule foryour organization’s holidays.Note: The Group administrator can manage the Group Schedules in the End User Portal webinterface. If you do not have a Group administrator this section will be completed by Shaw onyour behalf.Add the time schedule for business hoursThe Group administrator user can perform this task in the End User Portal web interface:Group Profile - Time Schedules - Add New Schedule(To edit select the tab of an existing Time schedule and go to section 2.1.3)The Group – Time Schedule page:1. Enter a name for the schedule in the text box of the Name window that appears:2. Click OK. This creates a schedule with no events8
Configure time and holiday schedules foryour organization3. Select the tab of the created (or existing) schedule to display the week calendar:Note:An empty schedule, that is, a schedule with no events, is considered by the system as alwaysapplicable. To add an event, click and drag the mouse from the start time until the end time of theBusiness day for each weekday: To remove an event, click on the red X at the top right corner of the event box:4. Click on Save to save the changes in the Time schedule9
Add the holiday schedule for theorganizationThe Group administrator user can perform this task in the End User Portal web interface:Group Profile - Holiday Schedule - Add Holiday Schedule(Or select Edit at an existing Holiday schedule and go to 2.2.2The Group – Holiday Schedule page appears:1. Click Add Holiday Schedule. The Add Holiday Schedule window appears2. Enter the name for the Holiday schedule, the list of non-business days and click on Save:10
Set up the Menus and Sub MenusNote: The Group administrator can manage the Menus and Submenus in the End User Portal webinterface. If you do not have a Group administrator this section will be completed by Shaw onyour behalf.The menus are configured in the End User Portal web Interface by the Group administrator user.Group Services - Site Services - Auto Attendant - Select: Select Auto Attendant - ProfileConfigure the Auto-Attendant profile optionsSelect the options for the Auto-Attendant:FieldDescriptionScope of Extension DialingSpecify whether extension dialing appliesacross the Enterprise, Group or Departmentof the Auto Attendant.Scope of Name DialingSpecify whether name dialing applies acrossthe Enterprise, Group or Department of theAuto Attendant.Name Dialing EntriesDefine how a caller should say the name ofthe person they want to reach.LastName FirstName: The caller must firstenter the last name of the person and thenenter the first name.LastName FirstName and FirstName LastName: The caller can enter either thelast name and then the first name of theperson, or the first name and then the lastname.11
Configure the Sub MenusThe Submenus are used to build multilevel menus. In the End User Portal web Interface:Group Services - Site Services - Auto Attendant - Select: Select an Auto Attendant - SubmenusFollow these steps to Add every Submenu needed for the Auto-Attendant.(The Edit submenu screen has the same options available as the Add submenu and the samesteps can be used to manage the submenu).1. On the Auto-Attendant Submenu page, click Add:2. The Auto-Attendant Submenu Add page appears3. In the Submenu ID text box, enter a name for the Submenu.4. In the Submenu Greeting section, select Personal Greeting and record or upload the CustomGreeting to be played when the caller selects the submenu: To Record a Custom Greeting using the PC microphone, select the microphone icon to openthe Flash wave plug-in that allows to record, play and upload the Custom greeting: To Upload a Custom Greeting, click on Browse to locate the Pre-recorded file and then upload it:5. Check or uncheck Enable extension dialing at any time. This feature allows the caller tointerrupt the greeting and dial an extension without having to select an option first.12
Configure the Sub Menus6. Specify menu options for callers. The required data applies for Submenus and Menus. For eachoption, provide the following data:FieldDescriptionKeyA key on a telephone keypad to which you can assign an action.DescriptionDescription of the menu option.ActionSelect an action to be performed when the key is pressed by the caller.DetailsAppears for actions that require additional data, such as a phone numberor submenu nameThe Action control offers the following choices for Menu and Submenus:13ActionExplanationTransfer WithPromptThis informs the caller that is being transferred and transfers the call tothe phone number or extension provided in the Details column.Transfer WithoutPromptThis transfers the call to the phone number or extension provided in theDetails column without playing any prompt to the caller.Transfer ToOperatorThe caller is played a message informing them that they are beingtransferred to the operator and the call is transferred to the number inthe Details column. All operator functions of the auto attendant will usethis transfer path once this operator phone number is set.Transfer ToSubmenuThe caller is transferred to the indicated submenu and played thegreeting defined for that submenu.Name DialingThe caller is provided with access to name dialing and asked to enter thename of the party they are trying to reach using the phone keypad. Thecaller is played the name of the called party and is then transferred.ExtensionDialingThe caller is provided with access to extension dialing and asked toprovide an extension. The caller is played the name of the called partyprovided and then is transferred.Repeat MenuThe Menu or Submenu greeting is played to the caller.Return toPrevious MenuThe caller is transferred to the previous menu and the greeting for theprevious menu is played. This option is only available in the Submenuselection.ExitThe caller is thanked for calling and the call is released.--Indicates that no action has been selected. Menu greeting is played tothe caller after an error message.
Configure the Sub MenusNote: If an action that requires a phone number is selected, Phone numbers can include the FeatureAccess Code prefix to activate Direct Voice Mail Transfer (*55) to transfer calls directly to themailbox of a phone number or extension in the same group. For example *55*4035551234 Callers who do not press any key in a Menu will be transferred to the operator. If no operatoris configured, the call will be terminated. Callers who do not press any key in a Submenu after the greeting has been played threetimes will be forwarded to the operator. If no operator is configured, the call will beterminated.7. Click Save:14
Configure the Sub MenusSet business hours menuUse the Business Hours tab to specify the dialing menu of prompts and actions to be usedduring business hours. In the End User Portal web Interface:Group Services - Site Services - Auto Attendant - Select: Select an Auto Attendant - Profile - Business Hours Tab1. Specify the Business Hours schedule. Select a Time Schedule for the Business Hours from thedrop-down list. This value applies for both "Business Hours" and "After Hours" menus.2. In the Business Hours Greeting section, select Personal Greeting and record or upload theCustom Greeting to be played during business hours: To Record a Custom Greeting using the PC microphone, select the microphone icon to openthe Flash wave plug-in that allows to record, play and upload the Custom greeting: To Upload a Custom Greeting, click on Browse to locate the Pre-recorded file:3. Check or uncheck Enable first-level extension dialing. This feature allows the caller to interruptthe greeting and dial an extension without having to select an option first. This feature is moreconvenient for callers who know the extension of the person they want to reach.4. Specify menu options for callers. The same required data and available options for Submenusare applicable for menus. Please refer to the Submenu section for details: Specify menu optionsfor callers15
Configure the Sub Menus7. Click Save:Set after hours menuUse the After Hours Menu tab to specify the dialing menu of prompts and actions to be usedoutside business hours. In the End User Portal web Interface:Group Services - Site Services - Auto Attendant - Select: Select an Auto Attendant Profile - After Hours Tab1. Specify the Business Hours schedule. Select a Time Schedule for the Business Hours fromthe drop-down list. This value applies for both "Business Hours" and "After Hours" menus. Thegreeting and dialing menu defined in this menu apply outside business hours.2. In the After Hours Greeting section, select Personal Greeting and record or upload the CustomGreeting to be played during business hours: To Record a Custom Greeting using the PC microphone, select the microphone icon to openthe Flash wave plug-in that allows to record, play and upload the Custom greeting:16
Configure the Sub Menus To Upload a Custom Greeting, click on Browse to locate the Pre-recorded file:3. Check or uncheck Enable first-level extension dialing. This feature allows the caller to interruptthe greeting and dial an extension without having to select an option first. This feature is moreconvenient for callers who know the extension of the person they want to reach.4. Specify menu options for callers. The same required data and available options for Submenusare applicable for menus. Please refer to the Submenu section for details: Specify menu optionsfor callers5. Click Save:17
Configure the Sub MenusSet holiday menuUse the After Hours Menu tab to specify the dialing menu of prompts and actions to be usedduring holidays. In the End User Portal web Interface:Group Services - Site Services - Auto Attendant - Select: Select an Auto Attendant Profile - After Hours Tab1. Specify the Holiday schedule. Select a Holiday Schedule from the drop-down list. The greetingand dialing menu defined in this menu apply during these holidays.2. In the Holiday Hours Greeting section, select Personal Greeting and record or upload theCustom Greeting to be played during holidays: To Record a Custom Greeting using the PC microphone, select the microphone icon to openthe Flash wave plug-in that allows to record, play and upload the Custom greeting: To Upload a Custom Greeting, click on Browse to locate the Pre-recorded file:3. Check or uncheck Enable first-level extension dialing. This feature allows the caller to interruptthe greeting and dial an extension without having to select an option first. This feature is moreconvenient for callers who know the extension of the person they want to reach.4. Specify menu options for callers. The same required data and available options for Submenusare applicable for menus. Please refer to the Submenu section for details: Specify menu optionsfor callers18
Configure the Sub Menus5. Click Save:19
Record custom greetingsFollow these steps to record Custom greetings for the Business Hours, After Hours and Holidaymenus of any Auto Attendant in your group by calling the Voice Portal:Note:To use this method the Group Voice Portal extension and the Group Voice Portal Administratorpassword are needed1. Log in to the Voice Portal as the administrator from any phone: Access the voice portal from a phone within your group, dial the Group voice portal extensionor *98 At the login prompt for a passcode or star key (*), press *. Enter the Group Voice Portal extension followed by the pound key (#). Enter the Voice Portal Administrator password followed by the pound key (#).2. The Group voice portal announces the Administrator main menu: To change an Auto Attendant’s greetings, press 1.To go to the Branding Configuration menu, press 2.To change your passcode, press 8. (Administrator password)To exit the voice portal, press 9.To repeat this menu, press the pound key (#)3. Press 1 to change an Auto Attendant’s greetings4. Enter the extension for the auto attendant, followed by the pound key (#). Only if there ismore than one Auto-attendant in the group5. Follow the prompts to change any of the Business Hours, After Hours or Holiday greetings: To change the Business Hours greeting, press 1. To change the After Hours greeting, press 2. To change the Holiday greeting, press 3.20
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For customer care and technical supportCall 1-877-742-9249Email [email protected] us on LinkedIn: linkedin.com/company/shaw-businessSV AutoAttendant UserGuide 1215
Group Services - Site Services - Auto Attendant - Select: Select an Auto Attendant - Submenus Follow these steps to Add every Submenu needed for the Auto-Attendant. (The Edit submenu screen has the same options available as the Add submenu and the same steps can be used to manage the submenu). 1. On the Auto-Attendant Submenu page, click Add:
