Cisco Business Edition 4000

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Managing the Auto Attendant

https://www.youtube.com/watch?v=x56sbuWBy0Q

Auto Attendant service (also referred to as a virtual receptionist), is a phone system that enables your callers to be automatically transferred to an extension, eliminating the need for a receptionist and avoiding extended waiting period. BE4000 provides you an automated phone answering facility to communicate effectively with customers and improve your business operations. An auto attendant answers all incoming calls with an audio greeting and options menu (different for open and closed hours). A maximum of five submenus with a maximum depth of 3 levels can be configured. The caller can select a menu option to reach to the desired extension.

You can define the number of times the menu options is played to the caller before the call reaches the drop through destination. You can also define where the call lands if no action is performed by the caller even after the defined number menu repetitions.

Cisco partner, customer administrator, and any end user with “PromptAdministrator” privileges on their Personal Mailbox can update auto attendant greetings and prompts.

Add Auto Attendant

You can add or update Auto Attendant service post site deployment.

Procedure


Step 1

Log in to the BE4000 portal.

Step 2

Click Manage Site from “Actions” menu for the desired site on the dashboard.

Step 3

Click Auto Attendant.

Step 4

Enter the information in the fields.

Step 5

Click the arrows at the bottom of the screen to move to next screen or to go back to the previous screen.

Step 6

Click Yes.

Enable Users to Update Auto Attendant Greeting and Prompts

An end user with “PromptAdministrators” privileges can update auto attendant greeting and prompts from a phone. To assign “PromptAdministrators” privilege for an end user, perform the following:

Procedure


Step 1

Log in to the BE4000 portal.

Step 2

Click Manage Site from Actions menu for the desired site on the dashboard.

Step 3

Click Personal Mailbox.

Step 4

Click Modify from the Actions menu for the desired user.

Step 5

Navigate to Groups page and click Groups.

Step 6

Check PrompAdministrators. (Hover the mouse on PromptAdm to view the complete text)

Step 7

Click OK.

Auto Attendant Prompts

BE4000 provides default audio files for Welcome, Open, and Closed prompts. You can also upload custom audio files to the prompts according to your business need.

  • The BE4000 portal displays AA_aPrompt1.wav as the default for welcome prompt and contains the message “Prompt number 1, Auto Attendant, Prompt Number 1

  • The BE4000 portal displays AA_bPrompt2.wav as the default for open prompt and contains the message “Prompt number 2, Auto Attendant, Prompt Number 2

  • The BE4000 portal displays AA_cPrompt3.wav as the default prompt for closed prompt and contains the message “Prompt number 3, Auto Attendant, Prompt Number 3

Modify Auto Attendant Prompts from a Phone

Before You Begin
If you are an end user, you should have “PromptAdministrators” privileges. Contact your customer administrator to know if you have “PromptAdministrators” privileges.

Procedure


Step 1 Dial 70397.
Step 2 Enter your extension followed by the pound (#) key.
Step 3 Enter the PIN followed by the pound (#) key.Enter the PIN that you use to access your voicemail. If you have forgotten the PIN, log in to the BE4000 Selfcare Portal and reset the PIN. Refer End User Guides for detailed procedure to reset the PIN.

You hear the prompts as follows:

Welcome to administration via telephone system.

  • To administer the Automated Attendant Alternate Greeting, press 1
  • To administer custom prompts, press 2
Step 4 Press 2.You hear the following:

  • Press 1 record a new prompt
  • Press 2 to edit previously recorded prompt
  • Press * to go back previous menu
Step 5 Press 2.You hear the total number of prompts available for your network and the message recorded for each prompt. You hear the following options for each prompt:

  • Press 2 to rerecord the prompt
  • Press 3 to delete it
  • Press # To go to next prompt
  • Press * to skip playback of prompts
Step 6 Press 2 when you hear the prompt you want to rerecord.You hear the following:

Record the new prompt at the tone. Press # to finish recording.

Step 7 Record the new prompt after the beep.
Step 8 Press # key to complete the recording.You hear the newly recorded prompt followed by the below options:

  • Press 1 to save the prompt
  • Press 2 to delete the prompt
Step 9 Press 1 to save the newly recorded prompt.The consecutive prompt is played.
Step 10 Repeat steps 6 to 9 for the prompts that you want to edit.
Step 11 End the call.

Alternate Greeting

Alternate greeting is a voice message recorded from a phone by the customer administrator or a phone user with the “PromptAdministrators” privileges. Alternate greeting is used if there is a disaster or a sudden business need to replace the existing prompts. Alternate greeting is played first followed by the welcome prompt and the open or closed prompts. Alternate greeting is played irrespective of open and closed business hours.

Note

Alternate Greeting does not show up in the BE4000 portal and all administration must be done via the Prompt Administrator Phone Menu 70397.


Add Auto Attendant Alternate Greeting from a Phone

Before You BeginIf you are an end user, you should have “PromptAdministrators” privileges. Contact your customer administrator to know if you have “PromptAdministrators” privileges.

Procedure


Step 1 Dial 70397.
Step 2 Enter your extension followed by the pound (#) key.
Step 3 Enter the PIN followed by the pound (#) key.Enter the PIN that you use to access your voicemail. If you have forgotten the PIN, log in to the BE4000 Selfcare Portal and reset the PIN. Refer End User Guides for detailed procedure to reset the PIN.

You hear the prompts as follows:

Welcome to administration via telephone system.

  • To administer the Automated Attendant Alternate Greeting, press 1
  • To administer custom prompts, press 2
Step 4 Press 1.You hear the following prompts:

  • Press 1 to record a new prompt
Step 5 Press 1.You hear the following:

Record the new prompt at the tone. Press # to finish recording.

Step 6 Record a new prompt after the beep.
Step 7 Press the # key to complete the recording.You hear the newly recorded prompt followed by the below options:

  • Press 2 to save the prompt
  • Press 3 to delete the prompt
Step 8 Press 2 to save the prompt.

Modify Auto Attendant Alternate Greeting from a Phone

Before You Begin

  • If you are an end user, you should have “PromptAdministrators” privileges. Contact your customer administrator to know if you have “PromptAdministrators” privileges
  • Alternate Greeting must be active

Procedure


Step 1 Dial 70397.
Step 2 Enter your extension followed by the pound (#) key.
Step 3 Enter the PIN followed by the pound (#) key.Enter the PIN that you use to access your voicemail. If you have forgotten the PIN, log in to the BE4000 Selfcare Portal and reset the PIN. Refer End User Guides for detailed procedure to reset the PIN.

You hear the prompts as follows:

Welcome to administration via telephone system.

  • To administer the Automated Attendant Alternate Greeting, press 1
  • To administer custom prompts, press 2
Step 4 Press 1.You hear the following prompts:

Your alternate greeting is currently active.

  • Press 1 to hear the alternate greeting
  • Press 2 to rerecord the alternate greeting
  • Press 3 to deactivate this alternate greeting. Deactivating the alternate greeting will delete it from the system
Step 5 Press 2.You hear the following:

Record the new prompt at the tone. Press # to finish recording.

Step 6 Record a new prompt after the beep.
Step 7 Press the # key to complete the recording.You hear the newly recorded prompt followed by the below options:

  • Press 1 to save and activate this alternate greeting
  • Press 2 to hear the alternate greeting
  • Press 3 to rerecord the alternate greeting
Step 8 Press 1 to save the modified alternate greeting

Delete Auto Attendant Alternate Greeting from a Phone

Before You Begin

  • If you are an end user, you should have “PromptAdministrators” privileges. Contact your customer administrator to know if you have “PromptAdministrators” privileges
  • Alternate Greeting must be active

Procedure


Step 1 Dial 70397.
Step 2 Enter your extension followed by the pound (#) key.
Step 3 Enter the PIN followed by the pound (#) key.Enter the PIN that you use to access your voicemail. If you have forgotten the PIN, log in to the BE4000 Selfcare Portal and reset the PIN. Refer End User Guides for detailed procedure to reset the PIN.

You hear the prompts as follows:

Welcome to administration via telephone system.

  • To administer the Automated Attendant Alternate Greeting, press 1
  • To administer custom prompts, press 2
Step 4 Press 2.You hear the following prompts:

Your alternate greeting is currently active.

  • Press 1 to hear the alternate greeting
  • Press 2 to rerecord the alternate greeting
  • Press 3 to deactivate this alternate greeting. Deactivating the alternate greeting will delete it from the system
Step 5 Press 3.You hear the following:

This operate is not reversable. Are you sure you wish to continue?

  • Press 1 for yes
  • Press 2 for no
Step 6 Press the 1 to deactivate the alternate greeting.You hear the following:

The alternate greeting has been deleted.

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