Aug 19 How an Auto Attendant Works

The first thing a caller hears when they are connected with your auto attendant is your companies main greeting. The main greeting will provide information and route call depending on their response to the options given to them. The main greeting or Main IVR (Intereactive Voice Response) is usually recorded by someone in the company or professional voice talent. Once the caller chooses either an extension to be routed to, or an option, the phone system will handle the routing of the call.

Key Auto Attendant Features Include:

1. Automated call answering with professional custom greeting
2. Music or message while on hold
3. Intuitive and interactive voice prompts
4. Call forwarding
5. Transfer call to an operator
6. Transfer call to a call queue
7. Transfer call to a hunt group (which rings multiple numbers simultaneously or in sequence)
8. Listen to the menu again
9. Overall ease in handling calls

Other Features May Include:

1. Informational messages
2. Dial by name directory
3. Voice recognition

Voice Recognition Software and Auto Attendants

Voice recognition software enables the caller to say the number instead of having to dial it. With voice recognition software installed on an auto attendant, callers can also be given the option of saying a word or expression as well as a number. This makes routing of calls even easier for the caller especially if the caller is on a cell phone.

Music or Messages While on Hold

A variety of personalized greetings and messages or custom music on hold may be played while putting the call on hold, keeping the caller on the line while processing their requests. This way, companies can establish better relationships with their clients.

Time Based Call Routing

Auto attendant systems can be setup to observe time-based call routing. This enables offices to entertain all the business calls received by the company offices even when the offices are closed such as on weekends or holidays. Call routing is automatically set to offer a new greeting, and route calls differently while still giving the caller the option to leave a message for the right department or employee. Calls can even be routed to cell phones or home phones after business hours if the provider wishes.

Using an Auto Attedant In Your Virtual Office

With a virtual office, employees can work from home and the main greeting routes the calls to wherever the employees are whether that is at home, to their cell phone, or at the coffee shop. If the business is a one person shop, an auto attendant with a professional main greeting and call routing can help the company make a great first impression.