3Com Nbx 100 And Ss3 Nbx Administration Guide
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Auto Attendant361 Play/Record Extension Before you finish adding an Auto Attendant to the system, specify the extension number of the telephone at which you plan to record and play your prompts and greetings. Typically, this is the extension of the person who is configuring and administering the Auto Attendant. You can record and play greetings for all future Auto Attendants from this extension. You cannot customize any greetings or prompts until you have specified this extension. You can specify a play/record extension in any of these locations: ■NBX Messaging > Auto Attendant ■NBX Messaging > Auto Attendant > Menu Tree > Prompt ■NBX Messaging > Auto Attendant > Menu Tree > TD Greetings ■NBX Messaging > Auto Attendant > System Wide Greetings See the Help for the procedure on specifying a play/record extension.
362CHAPTER 6: NBX MESSAGING Time-dependent Greetings The system clock and the greeting schedule control when the system changes from one time-dependent greeting to the next. For example, the morning greeting might start at 12 midnight, the afternoon greeting would begin at noon, and the evening greeting might begin at 6 p.m. If time-dependent greetings are enabled, the caller hears the current active one before the main menu prompt. You can create time-dependent greetings that are enabled on all Auto Attendants in your system. An example of this system-wide greeting would be “Good morning.” To record or to import system-wide time-dependent greetings and define the times during which they play, select NBX Messaging > Auto Attendant > System-wide Greetings. See the Help for the procedures on setting up system-wide greetings. You can also create and schedule time-dependent greetings for individual Auto Attendants. These greetings can be up to five minutes long. To record, import, or schedule customized time-dependent greetings, select NBX Messaging > Auto Attendant > Menu Tree > TD Greetings. See the Help for the procedures on setting up time-dependent greetings. Prompt Menus You can use a main menu and submenus of prompts to direct callers to individuals and services in your organization. You configure prompt menus for each Auto Attendant by using the Menu Tree dialog box. The Menu Tree dialog box consists of 13 button rows that you use to assign actions to the key pad buttons (see“Auto Attendant Buttons” later in this section). You can also define the menu timeout behavior so that if a caller does not respond to the Auto Attendant prompts (for example, a caller using a rotary telephone) the system automatically routes the call to a designated timeout destination. Main MenusThe main menu prompt follows the time-dependent greeting if you have one enabled. The main menu prompt should describe all Auto Attendant options and can be up to five minutes long. The default Auto Attendant main menu prompt says: “If you know the extension of the party you want to reach, you may enter it at any time. To reach the name directory, press 9. To reach the Auto Attendant, press 0 or remain on the line. Thank you for calling.”
Auto Attendant363 By default, the Auto Attendant main menu provides callers with the functions that are described in Table 61 . To create a main menu, select NBX Messaging > Auto Attendant > Menu Tr e e. To create or import voice prompts, select NBX Messaging > Auto Attendant > Menu Tree > Prompt. See the Help for these procedures. SubmenusAn Auto Attendant main menu can branch to submenus to keep the main menu brief, and to give the caller a variety of choices. Each submenu should have a prompt that informs the caller of the option that each key pad button provides. If you have a large organization, the caller may have to enter several digits and listen to several submenus before reaching the person or department. For example, the caller may hear: Table 61 Auto Attendant Default Configuration Button Action 1–4Identifies internal extension range and allows callers to dial user extensions. NBX 100: 100–449 (See note 1) SuperStack 3 NBX: 1000–3999 (See note 2) 9Goes to the Name Directory. 0Performs a single-digit transfer to the extension specified in the menu tree for the auto attendant, usually the extension of the receptionist’s telephone. The default extension is the lowest extension specified in the factory default dial plan: SuperStack 3 NBX: 1000 NBX 100: 100 *Transfers to voice mail box. #Exits from the system. T/OA menu time-out action; transfers to extension specified in the menu tree for the auto attendant, usually the extension of the receptionist’s telephone. The default extension is the lowest extension specified in the factory default dial plan: SuperStack 3 NBX: 1000 NBX 100: 100 Note 1: The NBX 100 is shipped with a 3-digit dial plan. If you import any 4-digit plan, you must manually specify any 4-digit extension ranges that are not set by the imported plan. Note 2: The Superstack 3 NBX is shipped with a factory default 4-digit dial plan. If you import any 3-digit plan, you must manually specify any 3-digit extension ranges that are not set by the imported plan.
364CHAPTER 6: NBX MESSAGING ”To reach our Sales Department, press 1. For Technical Support, press 2... ” The caller selects option 1 for sales and hears: ” For European Sales, press 1. For North American sales, press 2. ” The caller requires North American sales, presses 2, and is connected to a sales hunt group. To configure submenus, select NBX Messaging > Auto Attendant > Menu Tr e e. See the Help for procedures on setting up submenus. For an example that uses submenus, see “Three Greetings, a Main Menu, and a Submenu” in the next section. Examples These examples illustrate some typical Auto Attendant systems. They illustrate the kind of information that you might include in your time-dependent greetings, main menu prompts, and submenu prompts. No GreetingsFigure 143 shows the simplest configuration. The time-dependent greetings are disabled; the Main Menu contains all of the prompts. In Example 1, callers hear the same message no matter what time they call. Figure 143 No Time-dependent Greetings, All Prompts in Main Menu “Thank you for calling XYZ Corporation. If you know your party’s extension, you can enter it now. To reach our Sales department, press 3. For Marketing and Public Relations, press 4. To reach the company directory, press 9.” Main Menu disabled Evening Greeting Afternoon GreetingMorning Greeting disabled disabled
Auto Attendant365 In this example, the main menu is configured to have button 3 mapped to a Sales submenu and button 4 to a Marketing and Public Relations submenu. Button 9 is mapped to the Name Directory. Three Greetings and a Main MenuFigure 144 shows a simple Auto Attendant that uses time-dependent greetings to provide different messages for different times of the day. Figure 144 Three Time-dependent Greetings and Main Menu In Figure 145, the morning greeting starts at 8 a.m. and is active until the afternoon greeting begins at noon. The evening greeting begins at 6p.m. The function that you allocate to a button on the keypad remains the same throughout the day. “Good morning. Thank you for calling XYZ Corporation. If you know your party’s extension, you can enter it now. To speak to an operator, press 0.” Main Menu Evening Greeting 6 pm... Afternoon Greeting noon...Morning Greeting 8 am... “Good afternoon. Thank you for calling XYZ Corporation. If you know your party’s extension, you can enter it now. To speak to an operator, press 0.” “Good evening. Thank you for calling XYZ Corporation. Our normal business hours are 8 a.m. to 6 p.m. Monday through Friday. If you know your party’s extension, you can enter it now.” “To reach our Sales department, press 3. For Marketing and Public Relations, press 4. To leave a message in the general mailbox, press 6. To reach the company directory, press 9.”
366CHAPTER 6: NBX MESSAGING Three Greetings, a Main Menu, and a SubmenuFigure 145 shows an example that uses time-dependent greetings, a Main Menu, and a Submenu. Figure 145 Three Time-dependent Greetings, a Main Menu and a Submenu This example uses time-dependent greetings to greet callers according to the time of day. The main menu prompt presents callers with options for reaching the operator, specific departments, or the company directory of names. It also uses a submenu to direct callers to specific subgroups within the Sales department. The submenu prompt must tell callers the specific buttons to press, and these buttons must be configured properly. In this example, the main menu is configured to have button 3 map to a Sales submenu. The submenu tree for Regional Sales is configured to have buttons 1, 2, and 3 map to hunt groups, and button 4 is configured for the action Exit Menu.
Auto Attendant367 Auto Attendant Buttons From the Menu Tree dialog box, you can configure the key pad button actions presented to a caller by the Auto Attendant. For examples of how you can use prompts and greetings in an Auto Attendant, see “Examples” earlier in this chapter. Table 62 describes the fields of the Menu Tree dialog box. You can assign keypad actions to each button on a typical telephone key pad, 0 through 9, #, and *. Table 63 describes the actions you can assign to buttons. Most systems use no more than five action choices to avoid confusing callers. If you need to present more than five choices, use submenus to configure these additional options. See “Submenus” earlier in this chapter. You can create an unannounced option by mapping a button without creating a corresponding prompt. Callers do not hear a message that the choice is available. Table 62 Menu Tree FieldPurpose ButtonLists the buttons on the telephone key pad. Task DescriptionDescribes the key pad button operation. If you assign the Enter Submenu action to the button, this description is used as the Submenu name. ActionContains a drop-down list box that lists the actions you can assign to a key pad button. The Auto Attendant prompts callers to press buttons to perform specific actions. You must configure the Menu Tree to so that each button performs the proper action. For a complete list of button actions, see Table 63 . ValueDescribes the value associated with each key pad button action. For a complete list of key pad button actions, see Ta b l e 6 3 . Table 63 Button Actions ActionDescription DisabledIf you assign “Disabled” to a button, nothing happens when the user presses that button, and the system announces “invalid key.” If you assign this action as a menu timeout action (T/O), it leaves the system or goes to a parent menu, depending on where the Auto Attendant is in the menu hierarchy.
368CHAPTER 6: NBX MESSAGING Name DirectoryWhen the user presses a button assigned to “Name Directory”, they are transferred to the name directory, which allows callers to reach a person by spelling the person’s name. The system matches the letters entered by the caller to a Name in the list of User Profiles. If the system finds more than three matches, it prompts the caller to enter more letters. When the system identifies three or fewer matches, it allows the caller to choose from among the matched name announcements. During a search, the system ignores any User Profile that does not have a recorded name announcement. System DisconnectAllows the caller to have the system close the connection. This feature can save time for callers who call into the system using a calling card. By having the system disconnect them instead of breaking the connection themselves, they can dial other calls without re-entering all of their calling card information. To activate System Disconnect, the user must enter a 2-digit key sequence. You may want to make system users aware of this sequence. Transfer to Voice MailAllows callers to leave a voice message for a person without ringing that person’s telephone. Users can also call in and listen to their voice mail from a remote location. Exit MenuReturns the caller to the previous, parent menu. Available only in submenus. Prompted TransferInstructs callers to press a button before dialing a known extension. The prompt should include a message something like this: “If you know your party’s extension, press 5, and then dial the extension.“ Reserved in Dial PlanInterprets a specified digit as the first number of an extension. Single Digit TransferAllows a caller to reach a specific destination by pressing a specific button. For example, you could assign button 1 to a shared line or a Hunt Group into the Sales Department. In the menu prompt, you would record: “To reach our Sales Department, press 1.” By default, single-digit transfer can only forward to internal extension numbers. If you want to transfer calls to an external number, you must alter Table 2 of the dial plan (Incoming Table) to specify the external number. CAUTION:Use care when allowing access to PSTN ports using Table 2, as this can create the possibility of toll fraud. Table 63 Button Actions (continued) ActionDescription
Auto Attendant369 To configure telephone buttons, select NBX Messaging > Auto Attendant > Menu Tree. See the Help for procedure on configuring telephone buttons for Auto Attendant actions. Activating Changes After you modify a greeting or prompt (or any Auto Attendant setting), you must activate these changes in the Auto Attendant before they become effective. The characters “!>” next to an Auto Attendant in the list on the Auto Attendant tab indicate that an Auto Attendant must be activated. This procedure is very important. If you change an Auto Attendant, clicking Apply does not implement the changes. To activate changes, select NBX Messaging > Auto Attendant > Activate. See the Help for more information on activating changes to Auto Attendants. Managing Auto AttendantsThis section describes additional ways in which you can manage Auto Attendants. ■Modifying an Auto Attendant ■Removing an Auto Attendant ■Restoring Auto Attendant Greetings Enter SubmenuPuts the caller into a submenu of options. When you assign the Enter Submenu action to a button and then click Apply, a down-arrow button appears to the right of the row. Click this down-arrow button to configure the submenu that you want to associate with the main menu. The entry in the Task Description field for this button becomes the submenu name. Submenu button actions include “Exit menu” to allow callers to return to the next highest menu. Otherwise, submenu button actions are identical with main menu button actions. Each menu can have up to 20 levels of submenus. For an example that uses submenus, see “Three Greetings, a Main Menu, and a Submenu”earlier in this chapter. Table 63 Button Actions (continued) ActionDescription
370CHAPTER 6: NBX MESSAGING Modifying an Auto Attendant To modify an Auto Attendant, select NBX Messaging > Auto Attendant > Modify. See the Help for procedures on modifying Auto Attendants. Ta b l e 6 0 describes the entries and checkbox that appear on the Modify Auto Attendant Menu dialog box. Table 64 Modify Auto Attendant Menu Dialog Box Removing an Auto Attendant To remove an Auto Attendant, select NBX Messaging > Auto Attendant > Remove. See the Help for procedures on removing an Auto Attendant. You cannot remove the Default Menu Auto Attendant or the Voice Mail Auto Attendant. Restoring Auto Attendant Greetings You can restore the greetings to their default values: ■aamenu.wav and aamenu2.wav prompts ■System-wide Morning, Afternoon and Evening greetings. FieldPurpose NameEdit the name of the Auto Attendant. ExtensionEdit the extension number by changing it to an unused number that falls within the Auto Attendant extension range of your dial plan. Default range: 3-digit dial plan: 500–599 4-digit dial plan: 5500–5599 For both 3-digit and 4-digit dial plans, the default Auto Attendant is extension 500 and the voice mail Attendant is extension 501. Maximum number of prompt repeatsEdit the number of times the Auto Attendant prompt repeats. You can select a number from 1 through 3. The default is three. Use System-wide GreetingsIf you select the Use System-wide Greetings check box, all three system-wide greetings (Morning, Afternoon and Evening) are used by default. To enable or disable individual system-wide greetings for a particular Auto Attendant, select the required Auto Attendant in the main Auto Attendant screen, click Menu Tree and then click TD Greetings.