Setting up Your Auto Attendant Actions

Business Digital Voice

Business Digital Voice – Setting Up Auto Attendant Actions 1

You can also have a company holiday schedule to identify the dates of holidays your company recognizes. On designated holidays, the after-hours greeting and menu dialing options are played to callers. (Please see the Auto Attendant Schedule guide for instructions on how to setup your schedule).

This guide will show you how to setup your Auto Attendant actions. For example: What happens when a caller presses 1 or 2?

It is recommended to setup your Auto Attendant schedule before proceeding. See the “Setup Your Auto Attendant Schedule” guide.

You can change the Auto Attendant telephone number at any time. Please see the “Swapping Hunt Group, Voicemail, and Auto Attendant Phone Numbers” guide for instructions.

All about Auto Attendants

A call is placed to the pharmacy.

No actual phone rings. The virtual assistant picks up and directs call to one of two modes:

After business hours custom greeting

During business hours custom greeting

“For Pharmacy, press 1” (directed to pharmacist’s phone)

“Doctors, press 2”

“Thank you for calling the pharmacy, we are closed now. Our hours are...”

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Step 1: Login to the My Account Admin Portal businessdigital.verizon.com

Haven’t logged in before?

See “Logging into My Account” guide.

Forgot your username?

Call 1.800.Verizon (1.800.837.4966).

Login

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Step 2: Navigate to the My Site dashboardAfter you login to businessdigital.verizon.com in Step 1 you are now in your My Account portal. Follow the steps below to access Auto Attendant page.

Click “My Site”

The My Site page will take a moment to load.

Click on your site name

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Business Digital Voice – Setting Up Auto Attendant Actions 4

Step 3: Access the Site Services tabClick Site Services from the My Site dashboard in Step 2 or select “Set Up Auto Attendant” from the quick links.

This page will take a moment to load.

Click “Site Services”1

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Step 4: Edit Auto Attendant Info

Optional: Enter a name for your Auto Attendant

Click these boxes for when a caller can enter an extension at any time.“If you know your party’s extension, you may enter it at any time”

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3Click “Save” and scroll down

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Step 5: Select a keypad number to setup an action forNotice you are on the settings tab. For both Business Hours and After Hours, you can have as many actions in the Auto Attendant as there are buttons on a keypad (12 options). Double click on a keypad number to setup what happens when a caller presses that key during the Auto Attendant greeting.

Let’s setup the rules for what happens when a caller selects “4” on their keypad during an Auto Attendant greeting. Double click on the row or select the row and click “Edit”

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Step 6: Setup Actions for a keypad numberBelow is what the Auto Attendant action says when a caller presses “4”:

• During Business Hours transfer calls to the phone number at my business 212-333-1111.

• During After Hours transfer calls to the voicemail of 212-333-1111.

Enter a description so you know where the caller should go when they press “4”

Select what action the Auto Attendant should take when the caller presses “4”For a full list of actions and descriptions, please see the next page

Select an internal number or enter an external number if applicable

If the same action should take place during your after hours greeting, check this box. If the caller should be directed to a different place when pressing 4 during the after hours greeting, setup that action in “After Hours control”

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5Click “Save” then “Close”

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Auto Attendant Actions • Not Used: The default when an action has not been select for that

digit or character.

• Transfer to External Number, with or without prompt: Routes callers to a setup phone number that is not a user or extension within the company.

• Transfer to Operator: Routes callers to a setup operator. The designated operator will receive all calls that time out if the caller does not choose an option from the Auto Attendant.

• Dial by Name: Enables callers to dial by a recipient’s name.

• Dial by Extension: Enables callers to dial by a recipient’s extension.

• Repeat Menu: If selected, this option will repeat the greeting and menu options.

• Exit Menu: Allows a caller to exit the menu system. This will terminate the call.

• Transfer to Voicemail: Routes callers directly to the voice mailbox of the extension entered in the “Transfer To” field.

• Transfer to Internal Number, with or without prompt: Routes callers to any Business Digital Voice user’s phone number within the company. Optionally, you can elect to play a message prompt before the transfer is placed. This message is the playback of the user’s name as recorded in the voice mailbox.

• Transfer to Extension, with or without prompt: Routes callers to a setup extension. Optionally, you can elect to play a message prompt before the transfer is placed. This message is the playback of the user’s name as recorded in the voice mailbox.

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Click “Close”

Repeat steps 4 and 5 for as many actions you need

You are now ready to record your Auto Attendant Greeting. Please see the “Recording your Auto Attendant Greetings” guide.