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CallTower Solutions Center

Auto Attendant Creation

Prerequisites:

 1.   It is recommended that all users can 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. 

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 "Audio Files

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Click on "choose" and to search for the file or files (you can select 1 or more files). Select Upload. You can also upload audio files when creating menu and message pages. This will be covered below. 

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Click on "Upload"

Once the upload is complete, you can also play and download the audio file

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Auto Attendant Scripts 

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

 

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2. Click on plus sign then type in the name you would like your Auto Attendant to be called.  For example: BusinessHours, AfterHours, Location, etc. Make sure not to add any special characters or spaces 
Click "Save" when you are done.  

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3. Select the script you created, select the script menu: 

1. Save-You can save at any time 

2. Reverts all changes since your last save

3. Delete-This deletes the entire script

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NOTE: When you create a new script, by default it is created with an initial greeting and main menu. All page types must be added to a menu page

 

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a. Message/Initial Page (blue): Play a pre-recorded message and then routes to a pre-selected page 

b. Menu Page (turquoise): The "Menu Page" will give the options for a user to pick from. You can also have a menu inside of a menu.

c. Voicemail Pages (Green): Routes calls directly to a voicemail box

d. Directory (Pink): Plays a list of all users 

e. Dial by name (light blue): Lets you search a user by first three digits of first or last name 

f. Transfer (purple): Routes calls to a on or off net telephone number 

g. Link (gray): Routes calls to a pre-existing page

 

4. Click on "Main Menu" (main menu is a default page and you can add sub-menus to the main menu.  All menu pages must have at least one child page)

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A. Page Info: Designate a page name (Main menu defaults to main menu)

B. Audio: 

1. Include Directory: Can say the person's first or last name at any time and the call will route them

2. Include Alias: If they have an alias configured in VM Properties, call will route based on the Alias

3. Audio File:

-Select the down arrow and select a previously uploaded file

-Select the square-allows you to upload files if you have not already done so. Apply they have been applied, you will see it in the list

C. Input Attempts-The menu will repeat for the number set for invalid no input:

1. Invalid input attempts: enter a number between 1 and 9

2. Invalid input page: after the number of invalid input attempts, it will route the call to the page selected

3. No input attempts: enter a number between 1 and 9

4. No input page: after the number of no input attempts, it will route the call to the page selected. 

Sub Menu:

Sub menu has to be a child to another menu.

Same options apply except:

  • you have to enter a page name
  • you have to give it a keypad option (*, 0-9)
  • you have to give it key words (for voice commands)

Adding Pages to a Menu Page

You can add a page type to a menu page by dragging and dropping or right clicking and selecting your page type. To add a submenu, drag a menu page onto another existing menu page. 

Page Types:

 

Add a message page: Drag and drop the message icon to a menu page. Click on page to configure:

  1. Page Info: 
    • you have to enter a page name
    • you have to give it a keypad option (*, 0-9)
    • you have to give it key words (for voice commands)
  2. Next Page: The page the caller is routed to after the message is complete
  3. Prompts- you can upload and scheduled multiple prompts: 
    1. Type: Select Audio or Text
      1. Audio: pre-recorded audio file
        1. Select a file you previously uploaded or you can upload a new file
        2. Select a schedule from the drop down
      2. Text: text to voice
        1. Type in the voice to text
        2. Select a schedule from the drop down
      3. Select 2018-05-17_17-27-39.jpg and then select "save prompt"  (View prompts allows you to view the previously saved prompts)

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Add a voicemail page: Drag and drop the message icon to a menu page. This allows a direct transfer to a voicemail box. Click on page to configure:

  1. Page Info: 
    • you have to enter a page name
    • you have to give it a keypad option (*, 0-9)
    • you have to give it key words (for voice commands

2. Actions: Enter an existing 4 - 7 digit voicemail box

Add a directory page: Drag and drop the directory icon to a menu page. The directory listing plays a directory of all your users. Click on page to configure:

  1. Page Info: 
    • you have to enter a page name
    • you have to give it a keypad option (*, 0-9)
    • you have to give it key words (for voice commands

Add a dial by name page: Drag and drop the dial by name icon to a menu page. The dial by name allows the caller to enter the first three digits of a users first or last name. Click on page to configure:

  1. Page Info: 
    • you have to enter a page name
    • you have to give it a keypad option (*, 0-9)
    • you have to give it key words (for voice command

Add a transfer page: Drag and drop the transfer icon to a menu page. Transfer a call to an internal or external number. Click on page to configure:

  1. Page Info: 
    • you have to enter a page name
    • you have to give it a keypad option (*, 0-9)
    • you have to give it key words (for voice commands

2. Actions: ​​​​​

  • Default Operator: if selected routes call to the default operator set of the organization level.
  • External Number: indicates the transfer number is external to the company. 
  • Transfer Number: destination number

Add a link page: Drag and drop the link icon to a menu page. :Allows you to route a call back to an existing page. Click on page to configure: 

1. Page Info:

  • you have to enter a page name

  • you have to give it a keypad option (*, 0-9)

  • you have to give it key words (for voice commands)

2. Next page: the existing page you want to return to

Script Proprieties:

  • The home page is defaulted to the initial greeting and you can set it to any configured page.
  • Automatic speech: Allows speech commands based on keywords in the auto attendant. 
  • Hot word enabled: Auto attendant will only respond to configured commands. this is a recommended setting.
  • Confidence level: Default recommended 
  • Sensitivity: Default recommended
  • Speed vs. accuracy: Default recommended
    • Setting the default slider to Default and saving sets the option back to the recommended default value. 

Click on save icon to save the proprieties.  

Holidays:

After you create your script, you can create holidays to automatically change your auto attendant for holidays. Follow the instructions below to add.

1. Select the add.jpg and add in the name, start date and end date (the AA will run for the designated period. For one day holiday, select the same day for start date and end date). Select the 2018-05-17_17-27-39.jpg and select the save icon2018-07-06_10-25-16.jpg

After creating all your holidays, go to script schedule to set your schedules. 

Script Schedules:

1. Select the add.jpg to add a schedule. 

2. Select the number from the drop down. If the drop down is empty, contact support. 

3.

4. Select the 2018-05-17_17-27-39.jpg and select the save icon 2018-07-06_10-27-31.jpg

 

  • add and save pilot number (creates one schedule)
  • add and create more for bulk save, allows you to create multiple schedules at once

5. Select the schedule-You can set the schedule for individual days or for multiple days:

  1. Time Zone: Select your time zone from the drop down
  2. Holiday Name: This will display all configured holidays
  3. Script: Select script from the drop down
  4. Schedule: You will see settings that are configured for Sunday through Saturday 8 am to 5 pm
    1. Start: Add in your start time
    2. End: Add in your end time
    3. Select "Outside Business Hours"  and make make a selection from the drop down
    4. Select "During Business Hours" and make a selection from the drop down

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All Day: The selected script will run for the 24 hour period. 

  1. Select all day
  2. Start: this is set for the full 24 hour period-this is not editable
  3. End: this is set for the full 24 hour period-this is not editable
  4. Outside Business Hours: Select from the drop down menu. The select script will run for the full 24 hours

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5. Save

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Multi Set: Allows you set multiple days at the same time.

  • Select the red menu in the upper right and select multi-set 

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  1. Unselect "all day"
  2. Select the days 
  3. Add in your start time
  4. Add in your end time
  5. Select outside business hours from the drop down
  6. Select during business hours from the drop down
  7. Select the menu and select apply changes. This will apply the changes to scheudle

6. Save 

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