Auto-attendant Routes

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The auto-attendant builder is comprised of various routes that work together to route calls. As routes are added to the builder, they're arranged in neat rows and columns so you can see how they fit together. Routes can be easily found, moved around, and connected as the auto-attendant is built.

When you're done configuring a route, click Save, and it will be added to the builder canvas. Routes that have an add.jpgAdd icon after it requires another route.

To edit a route, click on the primary card to open it on the right.

  • Set your phone system to direct incoming calls to different destinations depending on when they call in, such as business hours, lunch hours, holidays, after-hours, etc. 

    A schedule requires at least one rule, but you can add as many as needed. Calls will be routed to the first rule that matches the time of the incoming call based on the priority order in which the rules are set. To change the order of your rules, click the equals.jpg icon to the right of the rule and drag it to the correct position.

    1. Schedule Name. Enter a name for this schedule (20 characters max).
    2. Time Zone. Select which time zone should be applied.
    3. Rule Name. Enter a name for this rule.
    4. Weekly/Custom. Choose a rule type: Weekly (recurring) or Custom (one-time).
      • Day/Date. For a Weekly rule, select the days of the week that this rule applies to. For a Custom rule, choose the date (you can choose more than one date, but not a range.)
      • Time. Enter the start and end times. You can type it in or click the clock icon on the right to use the drop-down menu (Chrome only).
        • For a Weekly rule, you can split the rule into different times during the day. Click + Add Time Range, then enter the other time.
      • Save. When you're done, click the checkmark in the top right.
    5. If needed, click + Add Rule to add another rule to this schedule.
    6. When you're done adding rules to the schedule, click Save.

    Weekly

    Custom

    weekly.jpg custom.jpg

    Delete a Rule

    To delete a rule, click the delete.jpg trash icon. The rule will be crossed out, but if you change your mind, it can still be restored.jpg restored or edit.jpg edited until the schedule is saved. However, once you save the schedule, any deleted rules will be permanently deleted.

    Save

    After you set up and save your schedule, the routes are added to the Auto-Attendant builder canvas. Click the add.jpg Add icon to add another route.

    By default, an "All other times" route will be added to determine where calls are routed during times that aren't specified by a rule.

    save.jpg

  • A Menu directs the caller to a message, and DTMF (Dual-tone Multi-Frequency signaling, commonly referred to as touch-tones) options for call routing based on the key dialed.

    Enter a name for this menu and then upload your prompts.

    menu.jpg

    Prompts

    Field Description
    Intro Prompt The recorded audio that a caller will hear upon entering the menu.  A WAV file must be uploaded before the menu can be saved.
    Menu Prompt

    A caller will hear the recorded audio after completing the introduction prompt. A WAV file must be uploaded before the menu can be saved. WAV files must be less than 5 MB and in an 8-bit mono U-Law file format.

    Example: "Thank you for calling Acme Corp. Press 1 for Sales, 2 for Support, or 3 for Billing."

    Allow Barge-In Allow callers to interrupt the Intro prompt by dialing an option (DTMF input) before they hear it.
    Allow Extension Dailing

    Allow callers to dial their party's extension while the menu options are still playing. After dialing, there will be a two-second delay before the call is routed. 

    If "Allow Barge-in" is also enabled, callers can also interrupt the Intro prompt. Because an extension may start with the same number as a menu option, there is a two-second delay after a number is dialed before the call is transferred. If the dialed extension is invalid, the caller will hear "invalid extension," and the call will end.

    Menu Options

    Add DTMF (touchtone) options (0-9, *, #).  Each option will need a name and a completed route.

    1. Click [+ Add Option]
    2. Select the DTMF option (0-9,*, or #).
    3. Enter a name for the menu option. 
    4. Repeat steps 1-3 for other menu options.

    menu_options.jpg

    Failure Routing

    Choose what happens if the caller dials an invalid option or fails to make a selection within a specified time.

    failure_routing.jpg

    Field Description
    Menu Timeout The number of seconds delay before directing the call into the failure route.
    Max Invalid Selections The number of invalid DTMF (touchtone) selections will be allowed before directing the call into the failure route.
    Invalid Prompt

    Upload a recorded audio file (WAV or WAVE) that a caller will hear after dialing an invalid DMTF option (required). Files must be less than 5 MB and in 8-bit mono U-Law format. 

    Example: "The number you entered was invalid. Please try again."


    When you're done configuring the menu, click Save. The menu will be added to the auto-attendant builder canvas.

  • The caller will hear a pre-recorded message.

    message.jpg

    Field Description
    Message Name Enter a name for this message.
    Menu Prompt Upload a recorded audio file (WAV or WAVE under 5 MB) that will play when the caller reaches this point in the route.
  • A group allows a call to ring to multiple users (not devices). Rather than following each user's call handling rules, the group follows its own User Ring Strategy: Simultaneous or Sequential. The first user to answer will get the call. If no one answers, the call will follow the group's failure route.

    group.jpg

    Field Description
    Group Name Enter a name to identify this group.

    Allow Call Queuing

    Allows calls to enter a queue.

    Max # of Calls

    Allow callers to interrupt the Intro prompt by dialing an option (DTMF input) before they hear it.

    Max Time (Minutes)

    Enter the number of minutes that a call is allowed be in the queue (limit 360). Once the max time is reached, the call is sent to the failure route.

    Ring Timeout (Seconds)

    Enter the number of seconds a call will ring a user (sequential) or group (simultaneous) before it is pushed back to the front of the queue (limit 120). Keep this setting low to ensure calls are answered quickly. 

    If a Group is set to ring all devices simultaneously and a phone becomes available after the call is already in the group, the phone will ring, but not until the Ring Timeout setting is met.

    User Ring Strategy

    Choose if calls will ring to all users at once or in order. 

    Simultaneous

    Sequential

    user_ring_strategy_1.jpg

    user_ring_strategy_2.jpg

    Field Description
    Simultaneous Rings all devices in the group at the same time. The first user to answer gets the call.
    Sequential Rings one device in the group at a time in a specified order until the call is answered. For a sequential strategy, enter each user and the number of seconds the call will ring for that user before going on to the next.
    Users Add a user to the group.
    Ring Timeout The number of seconds the call will attempt to route to this group. After the timeout, calls will route to the next specified route.
  • Routes to a single user whose personal call handling setting will apply as normal. If "Send calls directly to user's voicemail" is selected, the call bypasses the user's call handling rules and routes directly to the user's voicemail box.

    user.jpg

  • Forward to Phone Number routes calls to an on- or off-net phone number. Select the country code from the drop-down menu on the left, then enter the phone number in the field to the right.

    forward.jpg

  • Allows the caller to dial a user in the directory using text-to-speech. When the caller reaches this point, they will hear, "Dial by last name" or "Dial by first name." The caller will dial three or more characters of the user's name and press #. If there is more than one matching user, the caller will select a user from a list of options.

    Dial by…

    Choose if callers can dial the user by their last name or first name.

    directory_1.jpg

    Custom Audio

    Optionally, upload custom audio prompts to provide callers with customized guidance. WAV files must be less than 5 MB. If a custom file is not used, the caller will hear the default prompts.

    directory_2.jpg

    Failure Routing

    A failure route is required in case the caller is unable to reach the user they were looking for.

    directory_3.jpg

    Field Description
    Timeout (seconds) Enter the number of seconds the call can be in the directory. (1–999)
    Max Invalid Selections Enter the number of invalid selections the caller can try before the call is redirected to the failure route. (1-10)
       
  • Terminates any call that reaches this point. Click Save to keep this route.

    hangup.jpg

  • A Reference when you redirect the call to another route. When a change is made in the original route, any references that use it will also be updated.

    Choose which Group, Menu, Message, Schedule, or User a caller will be redirected to once they reach this point in the route, then click Save.

    reference.jpg

Here's an example of a completed route:

example.jpg

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