Manage Auto Attendants

As a SIMPLE administrator, you can manage Auto Attendants.

The first three steps are the same to view/export a list, change the status, and all other actions:

View or export a list of Auto Attendants

To export a list of Auto Attendants

Click Export and download the file.

Change the status of an Auto Attendant

The active/inactive toggle is under the Status column. 

  • Switch the toggle to "on" to make the Auto Attendant active. 
  • Switch the toggle to "off" to make the Auto Attendant inactive.

The next (fourth) step is the same for all actions:


Add an alternate number to an Auto Attendant

You can assign second or third numbers that act as your main number to your Auto Attendant. These are referred to as alternate numbers. If those numbers are dialed, they’ll ring to the Auto Attendant and callers receive the same message as if they called the main number.

In the Find Phone Number field, select up to 10 alternate numbers from the list, then click Save.

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Delete an alternate number from an Auto Attendant

  1. To remove one or all alternate numbers do one of the following:

    • To remove one alternate number, click the X next to the number you want to remove.

    • To remove all alternate numbers, click Remove All.
  1. Click Save.

Edit the extension of an Auto Attendant

In the Extension field, type a new extension, then click Save.

Edit the name assigned to an Auto Attendant

  1. Click on the Attendant Name field, then type a name to describe that Auto Attendant.
  2. Click Save.

Turn on the default greeting

  1. Click the Greetings tab. 
  1. To use the system-generated greeting during business hours, in the Business Hours section, select the Default radio button.

  2. To use the system-generated greeting after business hours, in the After Hours section, select the Default radio button.

    You only need to enable an after hours greeting, default or custom, if the press offs are different from the business hours greeting.

  3. Click Save.

Create or change a custom greeting

  1. Click the Greetings tab. 
  1. To upload a new greeting, do the following:

    • To use a custom greeting during Business Hours, select the Custom radio button, then click Click on the upload icon to upload a greeting saved as a CITT u-Law 8.000 kHz, 8 bit Mono WAV file format.

    • To use a custom greeting After Hours, select the Custom radio button, then click Click on the upload icon to add a file to upload a greeting saved as a CITT u-Law 8.000 kHz, 8 bit Mono WAV file format.
  1. To change a custom greeting, click Delete, then upload your new greeting.

  2. Click Save

View a call report 

  1. Click the Reporting tab.
  1. From the Range list, select a time frame for the report you want to see.

  2. Click Run Report.

  3. Click Done.

    All reports contain the following information: 

     

    Destination — numbers the Auto Attendant routed calls to

     

    Description — menu description (if applicable)

     

    Key — Auto Attendant menu key that's related to the phone number (if applicable)

     

    Answered — total number of calls answered by the destination

     

    Busy — total number of calls to the destination that were busy

     

    Not Answered — total number of calls to the destination that were not answered

     

    Other — total number of calls falling out of the previous three categories; including transfers, routing to voicemail, or another Auto Attendant

     

    Total Calls — total number of calls routed to the destination

     

    Duration — total number of minutes for all the calls

 

Create a custom call report 

  1. Click the Reporting tab.
  2. From the Range list, select Custom.

 

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  1. In the From field, select the date you'd like the report to begin.
  2. In the To field, select the date you'd like the report to end.
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  1. Click Run Report.
  2. Click Done.

Turn Call Forwarding Always on and off

  1. Click Edit Call Forwarding. "Do not forward" is the default setting. 
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  1. To turn on Call Forwarding Always, select that button, then proceed to the next step. 

    To turn the feature off, select the Do not forward button. 

    If you want calls to ring to another destination after hours, such as an answering service, select the Call Forwarding Selective radio button.

  2. Forward calls by doing one of the following:

    • To forward to an internal number, select the Internal radio button, then from the Choose Telephone Number list, select the number. If you select the Send to Voicemail checkbox, the call will not ring, but go directly to the voicemail of the number selected.

    • To forward to an external number, select the External radio button, then in the Phone Number field, type the area code and phone number.
  1. Click Save

Turn Call Forwarding Selective on and off or create a rule

  1. Click Edit Call Forwarding. "Do not forward" is the default setting. 
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  1. To turn the feature on, select the Call forwarding selective radio button.
  2. To turn Call Forwarding off, select the Do not forward radio button. 
  3. If you want calls to ring to another destination for all hours until turned off, select the Call Forwarding Always radio button.
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To create a rule for Call Forwarding:

  1. Click Add.
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  1. In the Description field, type a name or description for the rule.

  2. In the Scheduling section, do one or both of the following: 

    • To create a rule based on time, from the Time Schedule list, select the time for the rule. By default, business hours are 8:30 am - 5:30 pm, Monday - Friday. To can change those days and times, click Edit Time Schedule.

    • To create a rule based on a holiday, from the Holiday Schedule list, select AutoAttendant-Holiday. The only holiday programmed is July 4; to add additional holidays, click Edit Holiday Schedule.
  1. In the Forward to section, do one of the following: 

    • To forward to the internal or external number you previously assigned, select the Default Phone Number radio button.

    • To add multiple rules and send specific callers to numbers other than the internal or external numbers you previously assigned, select the Another phone number radio button.

    • To not forward any calls, select the Do not forward radio button.
  1. To identify which numbers follow the rule, in the Calls From section, do one of the following: 

    • For all numbers calling the Auto Attendant that will follow the forwarding rule, select the Any numbers radio button.

    • For a specific number that will follow the forwarding rule, select the Following numbers checkbox, then do one or both of the following:

      • To block callers with private and unavailable numbers, select the Any private numbers and Any unavailable numbers checkboxes.

      • To forward specific numbers, type up to 12 phone numbers in the Specific phone numbers fields; if you need more than 12 numbers, create another rule.

Note that the Calls to section is not currently supported.

  1. Click Apply.