How do you set up Auto Attendant greetings?
The Allworx systems support 3 greetings on each Auto Attendant. Each greeting has a specific purpose.The first greeting is the Business Hours Greeting . This is the greeting that will be played when the auto attendant is accessed while the system is operating in the normal business hours mode. This can be during the normal business hours or during the time frame that the system is manually operating in day mode via a day/night mode switch when using system software version 6.7.x.x or higher.
The next greeting is the Non-Business Hours Greeting. This is the greeting that is played by the auto attendant when the system is in night mode. Night mode can be dictated by the set business hours or when the system has a closed date that is set by a programmed holiday. The system can also be put in night mode by the use of the day/night mode switch when using system software version 6.7.x.x or higher.
The third message option is the Custom Message . A custom message is a special message that is played during an auto attendant greeting directly following the business hours or non-business hours greeting. This greeting will be played from the time it is created until the time it is deleted. Sometimes this greeting is incorrectly referred to as a holiday greeting.
The Auto Attendant will always play messages in this order:
“ [your recorded message], [your custom message], [auto attendant prompts…]”
The following are instructions on creating the various greetings. This information can also be found in the administrative console of the Allworx. In the Allworx, go to Phone System > Auto Attendant > Manage the Content to find these instructions.
There are 9 separate auto attendants that range from 431 to 439. To record your own Auto Attendant messages dial the extension of the Auto Attendant you wish to manage. When the Auto Attendant answers, dial #9. Enter the password for the System Administrator followed by # key. If the password has letters in it, use the number key that corresponds to the letter on the telephone handset. Listen carefully and follow the menu prompts to manage the Auto Attendant greetings and Custom message.
Troubleshooting Auto Attendant Message Problems:
Q: The Auto Attendant message is: “Welcome, [auto attendant prompts…]”
A: The “Welcome” greeting going directly into the auto attendant is a clue that the system does not have a business, non-business or custom greeting recorded. To verify this, enter the programming mode of the auto attendant (see above) and listen to each of the 3 recorded greetings/messages that have been saved.
Q: The Auto Attendant message is: “Welcome, [your recorded message], [auto attendant prompts…]”
A: The “Welcome” greeting is a clue that the system does not have a business or non-business hours greeting recorded. To verify this, enter the programming mode of the auto attendant (see above) and listen to each of the 3 recorded greetings/messages that have been saved.
Q: Why does the Auto Attendant message play the wrong business/non-business hours greeting? Example: Business hours greeting playing when the Non-Business hours greeting should be playing.
A: Check the clock of the Allworx. It is possible that the time is off.
A: Check the Business and Holiday hours setting on the Allworx. It is possible the system is in the wrong day/night mode due to improperly programmed hours.
A: Check the Day/Night mode switch if you are running system software 6.7.x.x or above. The system may be in the wrong day/night mode due to user error.
Q: How do you delete a Custom message?
A: The system will always play a custom message. You will need to re-record a message with nothing in it to play. Enter the programming mode of the auto attendant (see above) and choose to change the custom message. Re-record the message with ½ second of silence.
Q: How can I test the Auto Attendant?
A: Dial the Auto Attendant extension you wish to test. They range from 431-439.
Q: Can I change my Auto-Attendant from home without an Allworx phone?
A: YES, Call into your phone system and when the auto-attendant answers dial #9, the password, and the #. Now continue with programming the auto-attendant as if you are on site.
Q: The caller pushes the * button to listen to the Auto Attendant choices again but all they hear are the Auto Attendant prompts
A: When the * button is pressed, the Auto Attendant sends the call back to the custom message. Now the caller will hear: [your custom message], [auto attendant prompts…]” A fix for this would be to program key 8 to send the caller to the beginning of the Auto Attendant greeting. To send the user back to the beginning of Auto Attendant 431, you would program 431 as the Extension for Key 8.