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Auto Attendant Configuration

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The system supports up to 9 auto attendants. These can be used to answer incoming calls on selected lines. Alternatively an auto attendant can be used to cover calls on a line that are unanswered by the extension or group that should answer.

When an auto attendant answers a call, it prompts the caller to make a selection by pressing the telephone key after having heard the list of options available. Options can include being transferred to another number, dialing the number of the extension they require, being transferred to another auto attendant, etc. Possible actions that can be assigned to each key are:

Dial by Name
The caller is asked to dial the name of the user they require and then press #. The recorded mailbox names of matching users are then played back for the caller to make a selection. The name order used is set by the Dial by Name Match Order setting. Users without a recorded name prompt or not set to List in Directory are not included. Users can record their name by accessing their mailbox and dialing *05.

Dial By Number
This option allows the caller to dial the extension number of the user they require. No destination is set for this option. The attendant's Dial By Direct Number setting determines how the digits dialed with this action are used.

Transfer to Auto Attendant  
This option transfers the caller to another indicated auto attendant. This will skip the greeting menu of that auto attendant, playing just the current menu options greeting instead.

Transfer to Emergency Greeting
This option transfers the caller to a set of prompts for recording the emergency greeting and for selecting whether the emergency greeting is enabled or not.

If a system password has been set, the caller is asked to enter that password before they can continue.

When the emergency greeting is enabled, it is played to other auto attendant callers before any other auto attendant greeting.

When the emergency greeting is enabled, a warning is displayed on the auto attendant's Alarm Extension.

Transfer to Number
Transfer the call to the extension or group set with the action.

Replay Menu Greeting
Repeat the prompt listing the current menu options.


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.

Manual Answering
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.


Performance figures, data and operation quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments at its own discretion. The publication of information in this document does not imply freedom from patent or any other protective rights of Avaya or others. All trademarks identified by ™, ® or © are registered trademarks or trademarks respectively are the property of their respective owners.

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Issue 05.a.–
Thursday, July 23, 2020