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CallTower Solutions Center

Auto Attendant Creation

Prerequisites:

 1.   All users will need to update their nametag for the dial-by-name directory. To do this, they will access their voicemail, then say “Change Name Tag” or dial 33 on the keypad. They will follow the instructions given in the call. Detailed instructions can be found in this article.

2. You will need a pilot number dedicated to your Auto Attendant. You have to contact support to make it a voice service number. 

Creating Audio Files

To record a new message, you will need to call 4158698961. When prompted, record the new message to be played. If there are several messages, you will need to call again to make a new recording. 

Upload the audio file and change the file type to a .WMA file.  Trim off any unnecessary audio and save the file as a 16-bit wav file

NOTE: If you need assistance trimming the audio, contact support. 

 

Uploading the Audio Files

In the admin portal, click on "Auto Attendant" and then "IVR Audio Files" as shown below.

Click on "Add" and "Browse" to search for the file you just created.   The audio file is now uploaded and can be used in any part of the Auto Attendant.



Auto Attendant Scripts 

     1. To control the flow of the how the Auto Attendant functions, click on the "Auto Attendant" and then then "IVR Scripts" as shown below.

 



2. Click on “Add” then type in the name you would like your Auto Attendant to be called.  For example: Business Hours, After Hours, Location, etc.
Click "Save" when you are done.  

3. Select the Auto Attendant you created and click on Script Pages




4. Click on "Main Menu" and then click "Edit" at the top.

5. You can select the audio file you uploaded from at the “Audio Prompt” file.  

Include Directory checkbox will allow the caller to say the person's first or last name or dial their extension at any time. Include Alias, will also include the contact's alias name that is configured in Connect. 

Invalid Input Attempts lets you select the numbers of times that a user can press a number that is not an option. For example, if your user dials 9 when that is not an option, you can divert them back to the main menu message. 

Invalid Input Page will direct the person to the selected page when enough invalid inputs are detected. This option will tell the system where to go if there is an invalid input. This option can be changed to divert the caller.

No Input Attempts will give a brief pause before repeating the message to ask for the caller to make a selection.   If the user has not chosen an option after the message has been repeated a selected amount of times.

No Input Page will direct the call to the selected page.

 

Auto Attendant Pages

This will show the basic layout of how your Auto Attendant will be functioning.   As shown below, you can select to "Add Page."  

There are 4 basic pages you can create for the Auto Attendant: Menu, Message, Transfer, and Branch.

The "Menu Page" will give the options for a user to pick from. You can also have a menu inside of a menu. For example "For our sales or billing department, press 1..."   Then on the next submenu, "For our sales department, press 1.   For our Billing department, press 2."   As shown below, when a person dials 1, they are transferred to a new sub menu for sales.



The Message Page has 2 options.  

  1. You can schedule what time of day you want specific audio recording played.  
  2. The “Next page” option directs calls to a page after the audio recording is played 3 times and has not received a response.

The Transfer Page will allow the user to press a number to be directed to a phone number.   For example "Please press 1 to reach our sales department".  Then you would put the number for the sales department in the box "telephone #".

Branch Page has several options to choose from.  

  1. You can have the page transfer to a voicemail box.  
  2. Dial by name will allow the caller to dial the first 3 characters of the employee’s name.  Directory listing will list all of the users in the company.  The caller can simply select a name from the list.

NOTE: Save your Branch Page, and then click on "Edit" to add audio prompt and voicecube application.

Scheduling Auto Attendant Hours

This section determines which Auto Attendant will be running during business hours and which Auto Attendant will be running after business hours.

Click on Script Schedule as shown below.   Click on the number you would like to make scheduling changes to and then click update.


In the example below, I am choosing to run the Auto Attendant “CatsandDogsBusinessOpen” during business hours.   Each day can be manually set with a specific start and end time. 




 Holiday Auto Attendant  

Holidays can be created as shown above. Create the name of the holiday and select a start and end date. The Auto Attendant will begin at midnight of the start date. The Auto Attendant will end at midnight of the End Date.   

Click on the number and click update.   The Holiday Auto Attendant will not activate until you select the number and select which script needs to be run as shown below.   Make sure to click update and save when you are finished!   The Auto Attendant will resume the normal schedule automatically after the end date has passed.

 

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