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 at any time if they already know the extension they want to reach.

You can have several multi-level Auto Attendants. When the service is enabled, one Auto Attendant will be 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 another Auto Attendant.

The basic steps for setting up an Auto-Attendant are:

  1. Create Auto-Attendant and assign phone number.
  2. Assign additional phone numbers for your Auto Attendant.
  3. Set up Auto Attendant activity periods.
  4. Set Auto Attendant options that will correspond to the keys callers press.
  5. Play the current greeting
  6. Record and upload a greeting, which tells callers what the menu options are.
  7. Receptionist groups
  8. Call routing override
  9. Verify Auto Attendant setup.
  10. Delete Auto Attendant if it is no longer needed.
  11. Check the Auto Attendant voicemail from a phone.

Note: if your Auto Attendant menu has options to redirect callers to a particular user or Hunt Group, you will need to assign the user extension or create the Hunt Group before setting the Auto Attendant option. Read the Knowledge Base articles on Setting up extensions and How to set up Hunt Groups for instructions.



Creating Auto Attendant

  1. Navigate to HostPilot® Control Panel > Services > Hosted PBX > Auto Attendant tab > click the Create Auto Attendant button.



  2. In the initial setup:
    • Enter 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.

 

Assigning additional phone numbers to Auto Attendant

  1. Navigate to HostPilot >  Services > Hosted PBX > Auto Attendant tab and click the 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 a number is selected press Assign.

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

Setting up Auto Attendant activity periods

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

To set up the schedule:

  1. Navigate to HostPilot > Services > Hosted PBX > Auto Attendant tab > click the Auto Attendant Name.



  2. Click the 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, 9 am - 6 pm



Setting or changing Auto Attendant options

  1. Navigate to HostPilot > Services > Hosted PBX > Auto Attendant tab > click the Auto 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 which Hunt Group to redirect the call to when a caller pushes 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 assigned. Select which user to redirect the call to when a caller pushes the corresponding key. Note: this option is not available if you do not have any users with extensions.
    • Forward to Company Voice Mail: when selected, the assigned button will redirect the call to voice mail and the recorded messages will be sent to the email address set up for Auto Attendant voice mail. Note: this option must be used in order to be able to check voicemail for the Auto Attendant.
    • Forward to Auto Attendant: when selected, a box is displayed to the right that lists all Auto Attendants that are created. Select which Auto Attendant to redirect the call to when a caller pushes the corresponding key.
    • Forward to Sub Menu: when selected, a user will hear the Sub Menu greeting (if 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 Menu greeting or the one you will upload will be repeated.
    • Back to parent: when selected, a 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".
        • Note: Dial by Name functionality has a timeout feature, the timeout has a duration of 3 seconds since the last key was pressed and then the system is forced to search for names based on the caller's keypresses. If nothing is found, the caller will be advised of this and presented with the instructions to search for a name and press #. 
        • 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".
  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.
  5. On the Business Hours menu, there is a link Disable temporarily. When this is clicked it will turn off Business Hours and set the Auto Attendant to After Hours mode. It will remain in After Hours until Business Hours has been manually re-started. Can do this by clicking on Business hours and then clicking on the Save button.

Direct Extension Dialing is always available in the Auto Attendant. Callers can enter a 3-digit extension at any time if they already know the extension they want to reach. The call will be transferred to the extension.

To play the current greeting

  1. Dial the Auto-Attendant extension from your desk phone or dial the direct DID (Phone Number) of your Auto Attendant.
  2. You will hear a greeting to enter the extension you wish to call, at this point, you will enter the extension you assigned in Record greeting via phone step.
  3. Enter the PIN that you set up for Recording a greeting via phone and hit #
  4. Choose the option for the Auto Attendant you want to record a greeting for.
  5. Press 1 to play current greeting.

Note: after you will complete step 5 from the instruction below, the system will automatically play the current greeting to you.

To record and upload a greeting

There are two ways to do this. You can upload a greeting via the sound file option listed below. Additionally, much like with our prior platforms, you can call into your auto attendant number and enter a special admin extension with pin associated with it to record greetings. Both methods are detailed as follows:

On the website

  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. On the Services > Hosted PBX > Auto Attendant tab > click the Auto Attendant Name > click the Edit link.



  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.

By calling your auto attendant, directly or the Extension assigned to Record a Greeting via Phone

  1. Navigate to HostPilot > Services > Voice Services > click on Auto Attendant tab > Click the name of your Auto Attendant.

  2. Click on the link that says Record greeting via phone

  3. Enter the desired extension you want to assign.

  4. You can use the default PIN already setup or you can set your own.

  5. Save Changes.

    Note: This extension is used for all Menus and Sub-menus across multiple Auto-Attendants on your account.


Record a Greeting from your Phone

  1. Dial the Auto-Attendant extension from your desk phone or dial the direct DID (Phone Number) of your Auto Attendant.
  2. You will hear a greeting to enter the extension you wish to call, at this point, you will enter the extension you assigned in Record greeting via phone step.
  3. Enter the PIN that you set up for Recording a greeting via phone and hit #
  4. Choose the option for the Auto Attendant you want to record a greeting for.
  5. Press 2 to record a new greeting Record the greeting and hit the # key.
  6. The recorded greeting that was recorded will play back and give the option to # to record a new greeting or * to cancel.
  7. Disconnect the call and refresh the page. You will see the new greeting next the Greeting: (EG: greeting_2018-Mar-21_21:27:41.ogg)

For sub-menu greetings

  1. Dial the Extension from your desk phone or dial the direct DID (Phone Number) to your Auto Attendant.
  2. You will hear a greeting to enter the extension you wish to call, at this point, you will enter the extension you assigned.
  3. Enter the PIN that you set up for Recording a greeting via phone and hit #
  4. Press 0 for more options
  5. You will then hear options for recording each sub-menu greeting.
  6. On a side note, you can press "x" option for the main Auto Attendant and then press * to get back to the main menu and it will then have the options for the sub-menu greeting.

Receptionist Groups

Receptionist groups allow you to ring extension(s) before a call goes to the Auto Attendant menu. Detailed information

Call routing override

This option allows to temporary re-route all calls to a new destination.

  1. Navigate to HostPilot >> Services >> Voice Services >> click on Auto Attendant tab
  2. Under Call routing override click on Disabled.
    Override1
  3. Check Enabled 
  4. Select from dropdown:
    1. Extension > select extension 
    2. or Phone number > type phone number
  5. Click Save changes.

    Override2


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 an Auto Attendant

If you no longer need an Auto Attendant, navigate to HostPilot > Services > Hosted PBX > Auto Attendant tab > click the Auto Attendant Name > 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.

Checking the Auto Attendant Voicemail from a Phone

Your Auto Attendant's general voicemail box allows for easy access and management of stored voicemail messages directly through HostPilot, however, you are still able to access Auto Attendant voicemail messages from a device on the account.
 
Note: your Auto Attendant Extension number and PIN are not configurable through HostPilot; you must contact customer support to request this information, to use this voicemail retrieval method.  This is subject to change.

 
To access the voicemail box from your Intermedia Unite device:

  1. Dial * + the Auto Attendant’s Ext  (example: *101); This routes the call directly to the Auto Attendant voicemail.
  2. When you hear the Auto Attendant voicemail greeting, dial #
  3. Enter the Auto Attendant’s Ext, followed by a #, when prompted (example: 101#)
  4. Enter the PIN, followed by a #, when prompted.

 
To access the voicemail box from a PSTN device (landline, cellphone):
Note:  In order to use this method, you must have a key option set to go directly to the AA VM box (to leave a message)

  1. Dial the Auto Attendant's Phone Number.
  2. When you hear the Auto Attendant menu greeting, dial the key option you have set for the Auto Attendant voicemail.
  3. When you hear the Auto Attendant voicemail greeting, press #.
  4. Enter the Auto Attendant’s Ext, followed # (example: 101#)
  5. Enter the PIN, followed by #.

You can navigate and manage voicemail messages the same way as your personal voicemail box.