XIII. IPPBX

VigorBX 2000 - Auto Attendant (IVR) Configuration

Products:
VigorBX 2000
Keywords:
Attendant
Auto
Auto-Attendant
AutoAttendant
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The Auto-Attendant automatically plays a greeting to the caller. The company greeting typically welcomes the caller and gives the caller options so that they can route their call to the appropriate department or person.

The VigorBX 2000 has 20 Auto Attendant menus available, each with its own audio prompt settings and 0-9 actions. These can be nested so that one Auto Attendant menu links to another, allowing Auto Attendant menus to be configured for specific departments in addition to a primary Auto Attendant menu, so that callers can select options specific to the department they wish to contact.

The Auto Attendant menu has a default greeting which uses System Prompt #11; to use a different greeting prompt, simply upload or record a User Prompt on the PBX system and select the User Prompt from the list prompts for each action of the Auto Attendant.

When calling in to the Auto Attendant, the caller can dial an extension number on the PBX system to call that extension directly. This behaviour can be disabled if required in the Auto Attendant Setting menu.

If the caller does not select a valid option or does not select an option in time, the Auto Attendant menu has an Overflow Rule setting which can specify how the call is routed when this occurs, which can for instance, put the caller through to a Hunt Group automatically, or play a prompt and end the call.


To configure the Auto Attendant, go to [IP PBX] > [PBX System] > [Auto Attendant Wizard]:

In the Auto Attendant Wizard configuration, select the Menu to edit at the top of the Auto Attendant Wizard settings to configure the specified menu:

The first three Auto Attendant Menus are the defaults for Trunk and Alias numbers for incoming calls but can be reconfigured if required.

Set up the Auto Attendant menu with the options required for each number and select the Greeting and other prompt settings for the Auto Attendant menu to customise what the caller hears when calling:

Key Options

  • Ring Extension: Puts the caller through to the specified Extension Number
  • Ring Hunt Group: Puts the caller through to the specified Hunt Group
  • Play Prompt and Terminate: This plays the selected User Prompt and terminates the call
  • Repeat Greeting: This repeats the greeting prompt selected for this Auto Attendant menu and allows the caller to select another option
  • Play Prompt: This plays the selected User Prompt and allows the caller to select another option
  • Go to Menu: This puts the caller through to the specified Auto Attendant menu and allows the caller to hear the greeting of that menu and select the options of that menu

Overflow Rule

This action is applied when the caller either reaches the input error limit or the timeout value is reached.

  • Ring Extension: Puts the caller through to the specified Extension Number
  • Ring Hunt Group: Puts the caller through to the specified Hunt Group
  • Play Prompt and BYE: This plays the selected User Prompt and terminates the call
  • Go to Menu: This puts the caller through to the specified Auto Attendant menu and allows the caller to hear the greeting of that menu and select the options of that menu

Click OK to save and apply the settings configured for the Auto Attendant Menu selected.


To change idle timeout and retry values for the Auto Attendant system, go to [IP PBX] > [PBX System] > [Auto Attendant Setting]:

These settings apply to all Auto Attendant menus configured on the PBX.

  • Pause between each greeting playing: The amount of time until the Greeting is re-played to the caller
  • Idle timeout: The amount of time that the PBX system will wait for until performing the Overflow Rule for that Auto Attendant menu
  • DTMF timeout: The amount of time allowed between key presses by the caller. Setting this to a lower value stops callers from dialling Extension or Hunt Group numbers directly
  • MAX input error retry: The number of times that the caller is allowed to enter unavailable options for until the PBX performs the Overflow Rule for that Auto Attendant menu

Click OK to save and apply the setting changes.


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