[Ting Voice] Auto-attendant overview

This feature is a limited release.

Ting Voice is only available to a select group of limited release participants. If you are not participating, this article does not apply!

Auto-attendants enable the identification, segmentation, and routing of callers to the most appropriate agent within your team. It's a simple, effective, and completely customizable tool that will significantly reduce costs and increase efficiency within any company.

Auto-attendants are easy to build and modify. The editor lays out your routes into clear columns and rows so you can see exactly what you're building and how it all fits together. Changes are saved in real-time, so you won't lose any edits, even if you close the window. Incomplete auto-attendants will also be saved so they can be edited and completed later.

Auto-Attendant in the Voice Portal

To access the Auto-Attendant landing page, login to the Ting Voice Portal and navigate to Business Cloud > Auto-Attendant.

If you need help logging in, see [Ting Voice] How do I access the Ting Voice Portal?

From here, you can see all the auto-attendants on the account, including the assigned phone number(s), last modified date, and status. You can build and keep as many auto-attendants as you need. Changes are saved in real-time, so you can start building now and come back to finish it later.

Note: If you don’t see Auto-Attendant in the menu and you believe you should have access to this feature, please contact Customer Support.

Voice_portal.jpg

Review the below table to understand some key navigational elements displayed on the Auto-attendant landing page.

Field Description
+Add Auto-Attendant button

This button is located in the top right of the page. Clicking it will start creating a new auto-attendant. The auto-attendant builder will open in a new window, so you can look back at the auto-attendant list if you need to reference it.

Name column

The name of the auto-attendant. If a name wasn't saved, it will be named "untitled auto-attendant" by default.

Assigned Phone Number column

The phone number(s) directed to this auto-attendant. A phone number must be assigned before calls can be directed through the auto-attendant. If this is blank, contact Customer Support for assistance.

Modified Date column

The last date the auto-attendant was modified: month, day, year, time.

Status column

Incomplete: There are open routes that must be closed before the auto-attendant can be launched.

Ready to Activate: All routes are closed, and it's ready to be launched (activated). 

Activated: The route has been launched, and it can now be assigned to a phone number.

Live: A phone number is assigned, and this auto-attendant is live.

Auto-attendant tools

Hover over a row to see the tool icons on the right. The tools available are different for each status. For example, you cannot delete or edit an Activated or Live auto-attendant, so those options will be greyed out, but you will have the View Only option.

Tools.jpg

Field Description
delete.jpgDelete

Permanently delete this auto-attendant. This cannot be undone. Before deleting an auto-attendant, contact Customer Support to redirect the phone number, so calls aren't sent to an attendant that no longer exists.

duplicate.jpgDuplicate

Active auto-attendants cannot be edited, but you can duplicate it and make changes to the copy. The duplicate feature makes it easy to create a new auto-attendant based on an existing one.

activate_icon.jpgActivate

When the status is Valid, click the Activate icon to activate it so the attendant will be available as a destination in the Phone Number menu.

deactivate.jpgDeactivate

Deactivate the auto-attendant. Activated status will be downgraded to Valid, and Linked status will be downgraded to Activated

The phone number must be unassigned before the auto-attendant can be edited. Please contact Customer Support for assistance.

edit.jpgEdit

Make changes to an inactive auto-attendant in the builder. Changes are saved in real time, so Live and Activated auto-attendants cannot be edited.

view_only.jpgView Only

Open an active auto-attendant to see how it’s set up without the risk of making changes to a live call flow. Auto-attendants cannot be modified in View Only mode.


Want to learn more about auto-attendants? Check out the below additional resources:

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