Auto Attendant Applications 4TTY Automated AttendantsThe Telecommunications Device for the Deaf (TDD) announcement set enables the system administrator to set up teletypewriter (TTY) automated attendants that provide automated attendant service to hearing-impaired callers. (The TDD announcement set is not required to set up TTY automated attendants; but, it does make it more convenient to build a TTY automated attendant.) See the TTY Automated Attendant feature for complete information on what is required to set up a TTY automated attendant. Avaya IP Office telephone systems Avaya strongly recommends that TTY automated attendants and voiced automated attendants have separate telephone numbers. The Multilingual feature can be used to administer an automated attendant with nested TDD menus and nested voice menus, but TTY users will see nothing or unreadable characters resulting from voiced prompts or greetings, and hearing users will encounter some TTY messaging noise. Providing Information to CallersAn automated attendant can be used to route callers to Bulletin Boards that provide them with various types of information. For example, a state’s Division of Wildlife could use an automated attendant to route callers to specific Bulletin Boards that contain information on fishing conditions and stocking reports for different regions of the state. Nesting AttendantsAn automated attendant menu selection can lead to another automated attendant (this is called nesting automated attendants). In this way a sophisticated hierarchy of information can be presented to callers. The standard DEFINITY AUDIX call-distribution group handles all incoming automated attendant calls, so callers always hear the correct automated attendant greeting. SecurityAn automated attendant can also provide security or controlled access to
conference bridge sessions, host computer ports, or voice mailboxes. For
example, to join conference bridge sessions without manual intervention, a caller
dials a number that redirects the call to the DEFINITY AUDIX system. The
automated attendant for that number prompts callers for a password. Each
number of the password is a menu choice that leads to another (nested) With the DEFINITY AUDIX system’s dial ahead capability, the password may be entered all at once (callers do not need to pause between digits). When the final digit is entered, the DEFINITY AUDIX system transfers the call back to the switch and the caller is placed in the intended bridge session. The system administrator can change these nested menus frequently to provide greater security. An incorrect password may route the caller to another automated attendant for error handling and audit tracking of break-in attempts. Freeing Personnel for Other Tasks Auto Attendant Applications 4 |