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Auto Attendant Applications 5

Name Addressing

The automated attendant can be administered to use name addressing. For example, the automated attendant could greet callers with the following:
“Thank you for calling ABC Company.”
“To leave a message for one of our sales agents, please enter his or her name starting with the last name.”

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To administer name addressing, enter name in the Addressing Format field on page 2 of the Subscriber screen. On page 3 of the Subscriber screen, enter e in the extension column for buttons 2 through 9. It is recommended that a Timeout Treatment also be administered on page 3 of the Subscriber screen. If the Length of Timeout on Initial Entry field is set to “1” or “0”, callers to the automated attendant will be transferred immediately if they do not enter a subscriber’s name.

When the DEFINITY AUDIX system finds four or more matches for name addressing, the system requests more digits.
“Enter more characters followed by the pound sign. If you just completed entering the last name, enter the first name and pound sign.”

When three or fewer matches exist, the caller then selects a name from the three or fewer matches. The caller may press [*][D] to delete the previously dialed characters.

Using Rotary Phones with an Automated Attendant

Automated attendants can work with rotary telephone users if the DEFINITY AUDIX system has an attached pulse-to-tone converter. A pulse-to-tone converter is a small box outside the switch between the switch and the central office. Set the Between Digits at Auto-Attendant or Standalone Menu field on the System-Parameters Features screen to between 3 and 12 seconds (5 or 6 seconds is recommended). This sets the delay in seconds before the DEFINITY AUDIX system times out. Determine the best value after actual use.

  • NOTE:
    Customers who have large numbers of subscribers or callers who use rotary-dial telephones may want to set the Between Digits at Auto-Attendant or Standalone Menu field to a higher value to allow rotary-dial users time to enter their selections.

If the caller fails to enter any tones at an automated attendant menu, the DEFINITY AUDIX system uses the timeout treatment administered on the Automated Attendant Subscriber screen. The timeout treatment on the Automated Attendant Subscriber screen should be greater than the Between Digits at Auto-Attendant or Standalone Menu field on the System-Parameters Features screen, or the automated attendant may time out before the first digit
can be entered.
If not using a pulse-to-tone converter, leave the Between Digits at Auto-Attendant or Standalone Menu field on the System-Parameters Features screen at the default of 3.

Freeing Personnel for Other Tasks
Businesses that Receive Many Calls
Nonresident Subscribers
Shared Extensions
Automated Attendants with Multiple Personal Greetings
Automated Attendants with the Multilingual Feature
Automated Attendants for Business and Holiday Schedules
TTY Automated Attendants
Providing Information to Callers
Nesting Attendants
Security

Auto Attendant Applications 5

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