Configuring Auto Attendant Menus

Content

An auto attendant is a program that answers and handles inbound calls to your ShoreTel Connect CLOUD phone system without human intervention. Auto attendants typically provide menu-driven options through which callers can obtain information, perform tasks, or connect to a requested extension.

The auto attendant can answer incoming calls and transfer callers to an extension, a voice mailbox, or another auto attendant. It also includes a dial-by-name feature that transfers callers to the system directory, where they can connect to an extension by dialing the user’s name.

  1. Log in to the ShoreTel Connect Portal.
  2. On the Phone System menu, click Visual Call Flow Editor.
  3. Do one of the following:
    • To edit an existing auto attendant, click the name of the auto attendant in the list, and then click Edit on the toolbar.
    • To create a copy of an existing auto attendant, click the name of the auto attendant in the list, and then click Copy on the toolbar.
    • To create a new auto attendant, click Add on the toolbar, and then click Auto Attendant.

      The parameters for the new or existing auto attendant are displayed in the Editor Panel.

  4. Under New menu - Component Details, specify the values as appropriate. (For more information about the auto attendant parameters, see the Auto Attendant Parameters table.)
  5. To configure the auto attendant for different schedules, click Edit or Assign next to the schedule you want to specify parameters for, and then edit parameters as needed. (For more information about the parameters for On-Hours, Holiday, and Custom schedules, see the Auto Attendant Page: On-Hours, Holiday, Custom, and Off-Hours Schedules table.)
  6. Click Finish (located below the interactive diagram).
Auto Attendant Parameters

Parameter

Description

Name

The name of the auto attendant menu.

Extension

Specifies the extension number used to reach the auto attendant menu; this field populates automatically with the next available extension on your account.

NOTE: When the auto attendant configuration is saved, a programming profile is created automatically using the entered extension and the selected phone number, if you choose to assign one.

Make extension private

Select this check box to remove this number from the system directory.

Location

Specifies the location that the programming profile for the auto attendant is assigned to.

Phone Number

Click Assign to select a phone number to use to access the associated auto attendant menu.

To unassign a phone number from the auto attendant, click User-added image.

NOTES:

  • When a phone number is selected and the auto attendant configuration is saved, a programming profile is created automatically using this phone number and the entered extension.
  • Global Numbers are not available to assign directly to auto attendant menus; to map a Global Number to an auto attendant, see Managing Phone Numbers . For more information about Global Numbers, see ShoreTel Connect CLOUD Global Numbers.

Schedules

Click Assign or Edit next to the schedule type for which you want to configure options for the auto attendant; On-Hours, Holiday, or Custom.

For information about the parameters for On-Hours, Holiday, and Custom schedules, see the Auto Attendant Page: On-Hours, Holiday, Custom, and Off-Hours Schedules table.

Language

From the drop-down list, select the language to use for pre-recorded auto attendant responses such as “invalid entry."

Multiple Digit Timeout

Specifies the amount of time (in milliseconds) the system waits for an additional digit to be pressed when a multiple digit operation is configured for an Auto Attendant schedule. 

 

Auto Attendant Page: On-Hours, Holiday, Custom, and Off-Hours Schedules

Parameter

Description

Schedule

From the drop-down list, select a schedule to apply to the auto attendant menu. Any available schedules of the selected type (On-Hours, Holiday, or Custom) are included in the list.

Prompt

File name

If an auto attendant prompt is configured, the file name is displayed. To download the prompt file, click the file name.

Prompt Notes

Click to display or add notes about the auto attendant prompt.

Upload

Click to navigate to and select the sound file to use for the auto attendant.

Prompts can be imported into the system using µ-law, WAV file format. If you would like your prompts to match the voice of the ShoreTel system, please contact Worldly Voices at www.worldlyvoices.com and request that “Connie” record your prompts. Worldly Voices provides this service with a rapid turnaround time for a nominal fee.

Delete

Click to delete the configured auto attendant prompt. Deleting this sound file removes the auto attendant prompt from the ShoreTel system.

Operations

Show more Operations

Select the Show all Operations check box to view all operations parameters.

Each item in the Operation drop-down list lets you select the action that is associated with its key pad number. This number is located to the left of each operation drop-down list. When prompted by the auto attendant, the caller is asked to enter this number.

  • Dial by first name lets the caller spell the user’s first name from the key pad. The auto attendant then transfers the caller to the user’s extension. To limit the dial list to a department or other organizational sub-group, select an extension list from the drop-down list in the destination field.
  • Dial by last name lets the caller spell the user’s last name from the key pad. The auto attendant then transfers the caller to the user’s extension. To limit the dial list to a department or other organizational sub-group, select an extension list from the drop-down list in the destination field.
  • Go to extension lets the caller enter an extension. This functions the same as a transfer but without a voice prompt.
  • Go to menu transfers the caller directly to another auto attendant menu. You must specify an extension in the destination field.
  • Hang up disconnects the call.
  • Repeat prompt repeats the prompt for the caller.
  • Take a message lets the caller leave a message by selecting a user’s extension.
  • Take a message by first name lets the caller leave a message by selecting a user’s name from the menu. To limit the dial list to a department or other organizational sub-group, select an extension list from the drop-down list in the destination field.
  • Take a message by last name lets the caller leave a message by selecting a user’s name from the menu. To limit the dial list to a department or other organizational sub-group, select an extension list from the drop-down list in the destination field.
  • Transfer to extension transfers the caller to the designated extension where he or she can speak with the person or leave a message if the person does not answer. You must specify an extension in the destination field.

Invalid entry

From the drop-down list, select the action to take when a key that the auto attendant does not recognize is pressed. Typically, the action is Repeat Prompt.

Multiple digits

In the drop-down list, select one of the following actions to take when a caller enters multiple digits:

  • None (the default) assigns no multiple-digit operation to the menu.
  • Go to extension assigns a multiple-digit operation to the menu and lets the caller enter an extension. This functions the same as a transfer but without a voice prompt.
  • Go to menu assigns a multiple-digit operation to the menu and transfers the caller directly to another auto attendant menu. You must specify an extension in the destination field.
  • Take a message assigns a multiple-digit operation to the menu and lets the caller leave a message by selecting a user’s extension.
  • Transfer to extension assigns a multiple-digit operation to the menu and transfers the caller to the designated extension where he or she can speak with the person or leave a message. You must specify an extension in the field to the right of this drop-down list item.

Time out

From the drop-down list, select the action that the auto attendant takes when the caller does not press a key within a system-defined period of time. Typically, the action is Repeat Prompt.

Too many errors

From the drop-down list, select the action that the auto attendant takes when the caller presses an invalid key too many times in a row. You might specify a user extension, such as the operator, for this. Typically, the action is Hang Up. If no action is specified, Hang Up is invoked by default.

Parameters

Timeout

The amount of time, in milliseconds, the caller has to perform an action.

Disable monitor/record warning tone

Select this check box if you do not want to play the warning tone for call monitoring and recording

Before disabling the warning tone, you may wish to consult with legal counsel regarding your intended use.

WARNING: ShoreTel does not warrant or represent that your use of call monitoring or recording features of the Software will be in compliance with local, state, federal, or international laws that you may be subject to. ShoreTel, Inc. is not responsible for ensuring your compliance with all applicable laws.

Related Articles

Using the Visual Call Flow Editor
Configuring Hunt Groups
Configuring Pickup Groups
Configuring Paging Groups
Configuring Schedules
Configuring Emergency Hunt Groups
ShoreTel Connect Portal Documentation

ShoreTel Dates

Created Date 2016-08-12 - Modified Date 2017-07-26


Article: 000012038