The Intermedia Unite Auto Attendant is an automated system that allows callers to navigate through a set of options by pressing keys on a touchtone phone. You can set options to redirect callers to another Auto Attendant, Hunt Group, or to a particular user. Callers can dial an extension anytime if they already know the extension they want to reach.

You can have several multi-level Auto Attendants. When Cloud BPX service is enabled, one Auto Attendant is created automatically and is free of charge. The Auto Attendant phone number will be listed on the Phone Numbers tab; it can be unassigned from the Auto Attendant and later assigned to a user, Hunt Group or any other object on the account.

The basic steps for setting up Auto Attendant are:

  1. Enable the Auto Attendant and assign phone number.
  2. Assign additional phone numbers for your Auto Attendant.
  3. Add Receptionist Groups if needed.
  4. Set up Auto Attendant activity periods (Weekly Schedule).
  5. Set up Auto Attendant's timeout setting.
  6. Set Auto Attendant options that will correspond to the keys callers press.
  7. Record and upload a greeting, which tells callers what the menu options are.
  8. Verify Auto Attendant setup.
  9. Deleting Auto Attendant if it is no longer needed.

Note that if your Auto Attendant menu has options to redirect callers to a particular user or Hunt Group, you need to assign phone number and extension to the user or create the Hunt Group before setting the Auto Attendant option. Read the Knowledge Base articles on How Do I Create And Manage Intermedia Unite Users? and Managing Hunt Groups On Intermedia Unite for instructions.

To enable Auto Attendant:

  1. Navigate to HostPilotĀ® Control Panel > Services > Voice Services > Auto Attendant > click Create Auto Attendant button.

  2. In the initial setup, you must:
    • Enter in a unique Name
    • Enter an Extension number
    • Assign a Phone Number from your available pool, via the drop-down field.
      • If you need to add additional local or toll-free numbers, click the respective links to start the process. For more information regarding adding new numbers, please read our KB article: How to manage phone numbers.

 

To assign additional phone numbers to Auto Attendant:

  1. Navigate to HostPilot > Services > Voice Services > Auto Attendant and click Auto Attendant Name.
  2. Click Manage phone numbers:

  3. Click Assign phone number:

  4. Choose one of the available numbers, or press Add local numbers or Add toll-free numbers to add new numbers. Once the number is selected, press Assign.

  5. The numbers will appear one under another. Use X to unassign a number.
    Note: the primary number cannot be unassigned. But it can be swapped.

Receptionist Group

Receptionist Group is an option which forwards incoming calls directly to certain phone numbers before call goes to Auto Attendant. This group has its own schedule. Detailed instructions about this feature are located in the article Receptionist Groups in Intermedia Unite.

To set up Auto Attendant activity periods (Weekly Schedule):

Activity periods functionality allows you to specify Auto Attendant options for Business Hours and After Hours. The periods can have different greetings and different users/Hunt Groups/other objects assigned to phone keys.

To set up the schedule:

  1. Navigate to HostPilot > Services > Voice Services > Auto Attendant and click the Auto Attendant Name.

  2. Click Set Schedule link.

  3. In the next window you can change schedule as needed.

  • Note: By default, the custom hours are set to Monday - Friday, 09:00 am - 06:00 pm

To set up Auto Attendant's timeout setting:

  1. Navigate to HostPilot > Services > Voice Services > Auto Attendant and click Auto Attendant Name.
  2. Locate the Timeout (sec) option as seen below and select the time in blue to change it from the default 30 seconds.

  • Note: This setting is the amount of time from the point the greeting finishes playing until the Auto Attendant directs the call to already selected timeout setting.

To set or change Auto Attendant options:

  1. Navigate to HostPilot > Services > Voice Services > Auto Attendant and clickAuto Attendant Name > choose Business Hours or After Hours.
  2. Click on a phone key and choose an option for it. Repeat this for each key you want to use as an option in the Auto Attendant.


    There are several actions that can be set up for a button:

    • Forward to Hunt Group: when selected, a box is displayed to the right that lists all existing Hunt Groups. Select Hunt Group to redirect the call to when a caller presses the corresponding key. Note: this option is not available if you do not have any Hunt Groups created.
    • Forward to User: when selected, a box is displayed to the right that lists all users who have an extension/phone number assigned. Select user to redirect the call to when a caller presses the corresponding key. Note: this option is not available if you do not have any users with extensions.
    • Forward to Voice Mail Box: when selected, a box is displayed to the right that lists all Voicemail boxes on the account. Select the box to redirect the call to when a caller presses the corresponding key. Recorded voicemail messages will be sent to the email address if it is set up in the Voicemail box settings.
    • Route calls to User's Voice Mail: when selected, a box is displayed to the right that lists all users on the account. Select the user to redirect the call to when a caller presses the corresponding key. Recorded voicemail messages will be sent to the email address if it is set up in the User settings.
    • Forward to Auto Attendant Voice Mail: when selected, the assigned button will redirect the call to voicemail and the recorded messages will be sent to the email address if it is set up for Auto Attendant voicemail.
    • Forward to Company Voice Mail: when selected, the assigned button will redirect the call to voicemail and the recorded messages will be sent to the email address if it is set up for Company voicemail.
    • Forward to Auto Attendant: when selected, a box is displayed to the right that lists all Auto Attendants that are created. Select Auto Attendant to redirect the call to when a caller presses the corresponding key.
    • Forward to Sub Menu: when selected, user will hear the Sub Menu greeting (if it is set) and will be able to navigate through a set of options by pressing keys on a touchtone phone. Note: only 2 levels of Sub Menus is supported.
    • Repeat Greeting: when selected, the Auto Attendant greeting will be repeated.
    • Back to parent: when selected, user will be redirected to the parent menu. Note: this option is not available for top-level Auto Attendant menus.
    • Dial by name Directory: This option allows callers to select who they want to speak with without having to know their Extension number. When the Dial By Name feature is enabled, your caller will be asked to press the first few letters of the first or last name of the person they are trying to reach.
      1. Make sure you are on the Business Hours tab and click on the keypad number you would like your caller to press to get the Dial By Name functionality.
      2. Choose Dial By Name Directory from the drop-down menu and click Save changes.

        Note: After the Dial By Name Directory is enabled, make sure your greeting gives the caller instructions for which number to press to get to the Dial By Name option.
        • When the callers press the assigned Dial by Name option, they will hear the following recording:
          "Please dial the first few letters of the first or last name of the person you are trying to reach; press pound when you are done; press star to return to the main menu".
        • When one or more names are found, the following notification plays:
          "For [name 1], press 1; For [name 2], press 2; etc".
        • When no names are found, the following notification plays:
          "We could not find any matching names. Please try again". Then the main Dial by Name greeting repeats:
          "Please dial the first few letters of the first or last name of the person you are trying to reach; press pound when you are done; press star to return to the main menu".
    • PSTN phone number: You can set up any phone number to forward calls after pressing the corresponding key.
    • Hang Up: Phone call will be finished.
  3. You may want to call the Auto Attendant phone number and make sure the options work as you want. You can also listen to the default greeting before you replace it with your own greeting.
  4. As you set options for the Auto Attendant, you will see structure appear on the left.

Direct Extension Dialing is always available in the Auto Attendant. Callers can enter an extension anytime if they already know the extension they want to reach. The call will be transferred to the extension.

To record and upload a greeting:

There are two ways to add a greeting for the Auto Attendant. You can upload it via the soundfile option listed below. Or you can call at your Auto Attendant number and enter the PIN.
Both methods are detailed as follows:

Uploading greeting from HostPilot:

  1. Record and save your greeting using any sound recording program (read the Knowledge Base article on How do I create a *.WAV or *.OGG file for my greeting? for more information). The file must be in WAV or OGG format and cannot be larger than 16 MB.
  2. Go to Services > Voice Services > Auto Attendant > click Auto Attendant Name > click Edit.

  3. In the Greeting box, enter the location of the file, or click Browse to find the file on your computer.
  4. Read the agreement under the box and click Upload. When choosing files to upload, be aware that you are responsible for following copyright regulations and the Intermedia Acceptable Use Policy.

Tips: There is a default greeting for the Auto Attendant, which is erased when you upload your own file. Make sure your greeting explains each option that you have set up, and which key caller needs to press for it. You may also want the greeting to explain that callers can dial an extension at any time.

Recording greeting from the phone:

  1. Instructions for recording Auto Attendant greeting via the phone can be found in HostPilot: Services > Voice Services > Auto Attendant > click on Auto Attendant Name > click Record greeting via phone.
  2. A unique extension and PIN code should be created for the greeting. Note: It cannot be Auto Attendant extension.
  3. Dial this extension from any phone on your account. Enter the PIN over the first ring tone, then # and follow the instructions.
  4. Once greeting is recorded, new file appears in the Auto Attendant tab.

Note: You can check the recorded custom greeting only via the phone (following the same steps as for recording). Option to play greeting in HostPilot is available only for the default greeting.

Verify Auto Attendant setup:

  1. Make sure the structure is correct:

  2. Verify the correct time zone is set; it will affect the Business/After Hours.
  3. Make sure the extension and phone numbers are assigned as intended.
  4. Make sure the Company email for Voice Mail is the one you want Voice Mail messages to be delivered to.
  5. Make sure your greeting explains each option that you have set up and which key caller needs to press for it.

To delete Auto Attendant:

If you no longer need an Auto Attendant, navigate to HostPilot > Services > Voice Services > Auto Attendant > click Auto Attendant Name > click Delete Auto Attendant. On the confirmation screen, press Delete. Phone numbers that were assigned to the Auto Attendant will remain on your account in unassigned status.