Instructions to request an Auto Attendant

• • Create a ServiceNow ticket request under VOIP Phone.

  • Include a justification of why it is needed and attach a rough draft auto attendant script in word format

Note: Only one auto attendant will be authorized per department

• • Telecom will receive your request and schedule a meeting to discuss action buttons, functionality and options

  • Once auto attendant script is finalized, Telecom will place an order to our vendor for a voice talent to record the script

Note: We are using one specific female talent for all USUHS auto attendant

• • Turnaround on recording will take approximately 3 business days

  • Telecom will forward a copy of the recording to the department POC for approval, any changes needed will be sent back to the vendor for corrections

  • Telecom will build and configure the auto attendant to meet the exact department requirements

  • Telecom will submit an auto attendant workflow documentation to the department POC and request a "Go Live" date for completion

Standard Auto Attendant Action after main greeting

After Greeting Options:

Indicate the action performed after the greeting plays:

• • Call Action—Select the applicable action from the list.

    • Hang Up—Unity Connection immediately terminates the call when a caller presses the applicable key on the phone. Use carefully; unexpected hang-ups can appear rude to callers.

    • Restart Greeting—Unity Connection replays the greeting. This option is typically used for the error greeting.

    • Route from Next Call Routing Rule—Unity Connection continues processing the call according to the applicable call routing table (direct or forwarded, depending on how the call was received from the phone system) starting at the next rule after the rule that Unity Connection previously applied to the call.

    • Take Message—Unity Connection records a message from the caller. The greeting should indicate that a message will be recorded.

      • Two options select a user or distribution list that receives messages left for the call handler.

        • Standard user - allows you to specify a user for the message to be sent to.

        • Distribution List - When you select a distribution list, each member of the list receives the call handler messages.

    • Mark for Dispatch Delivery allows messages to be sent to the distribution list as a dispatch message. When sent as a dispatch message, only one user in the group needs to act on the message. Once a group member acts on the message, the message will be retracted from the remaining members of the distribution list.

  • Transfer to Alternate Contact Number—Transfers the call to whatever number is specified

  • Call Handler—Sends the call to the system call handler (Menu or submenu) that you specify.

  • Interview Handler—Interview handlers collect information from callers by playing a series of questions that you have recorded, and then recording the answers offered by callers.

  • Directory Handler—Directory handlers provide directory assistance that callers can use to reach Cisco Unity Connection users with mailboxes. When a caller searches for a user name or part of a name, a directory handler looks up the extension and routes the call to the appropriate user.

  • User with Mailbox—Sends the call to the user that you specify. Specify whether the call should transfer to the user extension or go directly to the user greeting.

Planning and Writing Out Your Script

What do your callers hear when they call your company? An Auto Attendant greeting is often their first point of contact with your business. An engaging and well-crafted recording can strengthen your company’s image as a professional and successful business. So it’s worth taking a few minutes to carefully plan out and write down your menu script.

Tips for drafting an effective script:

• Be brief and professional.

• Begin your recording with a welcome greeting—Thank you for calling XYZ .

• Clearly state all options available to your callers and let them know that they can make a choice at any time.

  • Try to limit your menus to 5-6 options. More than that will become difficult for callers to remember. If you need additional options, consider using submenus.

  • Present the most important options at the beginning.

  • When announcing the options, state the option first and then state the corresponding key number. Example: For Shipping, press 1.

  • Avoid saying please before every menu choice. This sounds repetitive. Example: For Sales, please press 1. For Support, please press 2…

• Let your callers know upfront if your menu options have changed recently. Remove this notice after three weeks.

• Reserve the use of the zero (0) key for being transferred to an operator or receptionist.

• Have another person review your script.

Script example for business hours

Thank you for calling XYZ .

For Sales, press 1.

For Service, press 2.

For Technical Support, press 3.

For our hours of operation and location, press 5.

To hear this menu again, press 9.

To speak with an operator, press zero.

TIPS FOR CONSTRUCTING YOUR AUTO ATTENDANT VOICE PROMPTS

Some important tips and hints to take into consideration when designing your Auto Attendant messages……

1. Always put the “option” (i.e., “press 1) at the end of the sentence…..AND avoid using “please” before EVERY “press” (to avoid repetition), although it can be used for the first one, just to be polite.

2. When mentioning a time zone, drop the word “Standard”. It’s no longer necessary. So to write it out for speech, “EST” would be “Eastern Time”, “PST” would be written “Pacific Time” etc.

3. There’s no need to speak the “www dot” in a web address….so instead of “www dot marketing messages dot com” it would be just “marketing messages dot com”……and always write it out in FULL. Remember, this is going to be read by a voice talent.

4. Avoid abbreviations within the scripts. States should be written out as a full word, i.e “TX” = “Texas”, “MA” = “Massachusetts”………”St” should be written as “Street” and “Ave” should be “Avenue” and so on.

5. Avoid copy and paste for URL’s. Do you really want the voice talent to speak the “http colon slash slash” part? Copy and paste will provide a hyperlink, which is useless for a message that’s to be listened to. Keep the URL or web address simple and the chances of the caller retaining that information for future use will be 100% better.

6. When composing the text for your Auto Attendant message, always keep in mind that this is “audio”. Keep it simple, brief and to the point but as informational as you need it to be for the callers to achieve what they need to in an efficient and speedy way. Always keep in mind that this will be “spoken” and that the simpler the prompt is, the more likely a caller will be able to successfully navigate the system, without frustration, to reach their required destination.

7. …and, when writing your prompts text, always remember that the voice prompt/message will be heard through a phone speaker NOT read from a document. Clarity is key to a successful routing of the call.

8. Make a “live” person readily available. If your voice prompts, as efficient and well recorded as they may be, STILL lead your caller down a meandering alley of multiple “press” choices, think about making it easy for them to transfer to a live person OR a reliable voice mail, so they will feel like they have accomplished their goal from the call. Too many auto attendant phone “trees” can become tedious and result in a caller “giving up” and possibly going somewhere else to conduct their business or quickly obtain the information they need.

Need more information? Call us at 301-400-6000