When Do Calls Go to an Auto Attendant?
The system supports the configuration of up to 9 auto attendant services to answer and redirect calls. If an auto attendant has been configured, it can be used to answer calls on external lines as follows:
•Unanswered Calls Coverage
Each trunk or trunk channel is configured with a coverage destination for its incoming calls. It can also be configured with a selected auto attendant that will be used to answer unanswered calls at the trunk or trunk channels coverage destination. When the auto attendant is used and the delay before it answers unanswered call can be adjusted.
•Immediate Call Coverage
The delay used for unanswered call coverage can be set to immediate. When that is done, the auto attendant will answer before the trunk or trunk channels configured coverage destination.
•Answering Specific External Calls
On trunks that support the setting of separate DID or call-by-call destinations, an auto attendant can be selected as the destination for matching calls. This allows auto attendants to be used to answer incoming calls to specific numbers separate from the trunk channels own coverage destination settings. This option is not supported on analog trunks.
Each auto attendant has an internal number assigned to it. That number can be used by extension users to transfer calls to the auto attendant.
Configuring Auto Attendant Call Coverage
1.The method for accessing a trunk's VMS Settings depends on the trunk type.
Select System in the menu bar and click Trunks. Select the trunk, click View Details and then Advanced. The trunk's VMS Settings are part of the menu now displayed.
Select System in the menu bar and click Trunks. Select the trunk and then click the edit icon in the Channel Setup panel. Select the channels and click View Details.
Select System in the menu bar and click SIP Trunks. Select the trunk and then click the edit icon in the Channel Setup panel. Select the channels and click Details.
2.Adjust the VMS Settings to set which auto attendant should be used, when it should be used and how quickly it should answer calls.
•Delay - Day: Default = 2. Range = 0 to 6 (number of rings).
Set the number of rings before an unanswered call should be redirected the selected auto attendant when the system is not running in night service mode and the VMS Schedule is set to Always or Days Only.
•Delay - Night: Default = 2. Range = 0 to 6 (number of rings).
Sets the number of rings before an unanswered call should be redirected to the selected auto attendant when the system is running in night service mode and the VMS Schedule is set to Always or Night Only.
•Schedule: Default = Never.
This option determines when the VMS Delay settings above should be used and unanswered calls redirected to the selected auto attendant. The options are:
Redirect calls when the system is in both day and night service modes.
Redirect calls only when the system is not in night service.
Redirect calls only when the system is in night service.
Do not redirect calls.
•Auto Attendant: Default = Auto Attendant 1.
This field allows selection of which auto attendant is used.