Auto Attendant
Setup and Maintenance
Hosted PBX
Hosted PBX
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TO EDIT YOUR AUTO ATTENDANT:
n Go to http://portal.hpbx.telepacific.net/ n Enter your username and password. n Click Group from the options along the top. n Click the arrow to the right of Auto Attendant.
n Click Edit to the right of the phone number and extension belonging to the
n In the window that comes up, you may edit the following fields:
n Active: To change the Auto Attendant status (either Active of Inactive), toggle the check box n Name: Enter a department name, division, etc. Will default to the telephone number
n Calling Line ID First Name and Calling Line ID Last Name: Information entered in these
areas display as your outgoing Caller ID Information
n Time Zone: Select from the drop down menu
n Business Hours: Select from the drop down menu. The default is Every Day All Day. If you
wish to change this, please see To Add and Edit Business Hours and Holiday Schedules below.
n Holiday Hours: Select from the drop down menu. The default is None. If you wish to change
this, please see To Add and Edit Business Hours and Holiday Schedules below.
n Scope of Extension Dialing: Select Enterprise if you want Auto Attendant callers to be
transferred within your entire organization (all locations/branches); select Group if you want callers to be transferred only within your group (i.e. location/branch)
n Scope of Name Dialing: Select Enterprise if you want callers to input names of anyone
within your entire organization (all locations/branches) and get transferred; select Group if you want callers to be transferred to names only within your group (location/branch)
n Set Up Business Hours Prompts: Allows you to change Auto Attendant Greeting and
TO SET UP OR EDIT AUTO ATTENDANT GREETING
Via the Internet:
n Follow the steps on the previous section to access the Edit Auto Attendant screen
n Click either Set Up Business Hours Prompts or Set Up After Hours Prompts, depending on
which greeting you would like to set up or change.
n You can choose to use the Standard Greeting or upload a Custom Greeting. Your Custom
Greeting must be a “.wav” file (format: CCITT u-Law or A-Law…8kHz sampling rate…8-bit mono). The file can be up to 5 minutes in duration, but no larger than 4.5 MB in size.
n The Standard Greeting does not list the prompts for callers. In order to tell callers which keys result
in which transfers, you must record a Custom Greeting which includes them.
n To upload your Custom Greeting, click the radio button beside Custom Greeting upload, click
Choose File, select the Browse/Choose File option and locate your file.
n Click Save.
Via an Extension Number on the Network:
n Dial 9999 to access the voice portal n Press
*
n Dial 9999
n Enter your passcode and press
#
n Press 1 to change your Auto Attendant greeting n Follow the prompts
Via an Extension Number off the Network:
1. Dial your 10-digit Auto Attendant phone number 2. Dial 9999 to access the voice portal
3. Dial 9999 for the extension 4. Enter your passcode and press
#
5. Press 1 to change your Auto Attendant greeting 6. Follow the prompts
Sample Custom Message: Welcome to (company).
If you know the extension of the party you are trying to reach, press 1
To use our automated name directory, press 2
To reach the Sales department, press 3 To reach Customer Service, press 4 To leave a voicemail, press 5 To repeat the menu, press the # key To reach an Operator, press 0 or stay on the line.
(This custom message is reflected in the selections on the next page.)
TO SET UP OR EDIT AUTO ATTENDANT PROMPTS
n Follow the steps on the previous section to access the Edit Auto Attendant screen
n Select either Set Up Business Hours Prompts or Set Up After Hours Prompts depending
on which prompts you would like to set up or change.
n Assign descriptions to the various key numbers that callers can press to select Auto Attendant options. n Assign a corresponding Action. The following Actions are available:
Exit Transfer to Ring Group Transfer without Prompt Extension Dialing Transfer to Voicemail Transfer to Operator Name Dialing Transfer with Prompt Repeat Menu
n If a Transfer Action is assigned, input the phone number where the call should be sent.
Extension/number information is pre-populated for Transfer to Ring Group or Transfer to Voicemail.
n Click Save.
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TO ADD AND EDIT BUSINESS HOURS AND HOLIDAY SCHEDULES
n From the Group tab main page, click the arrow to the right of “Time Schedule.” n To add a Business Hours Schedule, click Add in Business Hours Schedule box.
n Enter the days you are open in the first and third columns.
n Enter the time you open on each of the days in the second column. Enter the time you close on
each of the days in the fourth column. Times must be four (4) digits, two (2) in the first box and two (2) in the second box. Make sure to change closing times to PM!
n In order to successfully add the schedule, you must enter a name in Time Schedule Name field. n Click Save at the bottom. (You may have to scroll down in order to see the Save button.)
n To add a Holiday Schedule click Add in the Holiday Schedules Box beneath the
Business Hours Schedules box.
n Fill out the appropriate holiday fields and dates. n You must name the Schedule in order to save it.
