Greystone Telecom Auto Attendant
Auto Attendant is an easy to configure and robust solution for high capacity traffic inbound applications.
Network queuing and individual out-of-hours features are now available as a standard option on any of the 5 legs (options) which can be quickly configured using our simple to use secure web portal.
These additional features have until recently only been available as a bespoke service. They are now included.
Those customers using the previous version of Auto Attendant and with more than 5 options will be moved onto a bespoke version of the Auto-attendant product. Our experience, from many implementations, is that if you offer more than 5 options the customer experience is disimproved.
Service Overview
The basic service architecture is built around a single level Interactive Voice Recognition (IVR) product.
This comprises:
- Main welcome message
- Operating hours module
- Main menu message
- Series of menu options - by keystroke (DTMF) choice, each one with its own welcome message and out-of-hours module, plus a call module which can be configured as follows:
- Out-dial to a single landline number
- Queue the call in the network until the destination number is free (a second number can also be configured if required)
- Out-dial to a secondary landline number if the first is busy (or the maximum timeout of the queue is reached)
- Play a message and terminate the call
- Play a message and record the caller's audio response (data capture).
All configuration is performed using a secure web portal interface and can be amended at any time.
This allows the customer to pre-configure an option which they can use
Legs can also be removed and restored to the default settings at any time.
Service prompts and retrieval of audio responses (from message capture) are performed using a telephone interface.
The customer can also specify which digit the caller must dial in order to access each Leg (option) of the service.
Various error checking features are also included which determine the call flow during timeout and error conditions e.g. if the caller fails to make a valid menu selection or fails to press any digit.
All service prompts and retrieval of any audio messages (if the message capture feature is used) are performed using a simple telephone interface.
Service configurable options e.g. service opening times; queuing features etc. can be modified at any time using our secure web portal interface. Requested changes are completed within a matter of seconds.
Uses for this Auto Attendant are wide ranging
- It's an automated service
- Excellent for information services
- Enables Call filtering and Call directing e.g. Press 1 for our Leeds office, Press 2 for Glasgow
- Customer services and technical support lines
- Disaster recovery
Fully Customer Configurable
- All main service features can be modified via secure Web portal interface
- Configuration changes performed within seconds
- All service prompts are customer recordable
- Out-of Hours checks for both main service and individual legs
Various call termination options available on any leg
- Out dial (with optional secondary number if primary busy)
- Network level queuing facility (with optional secondary number if required)
- Can play a message (up to 5 minutes duration) and then release call
- Play a message and then capture an audio response (single slot data capture)
Compatible with Replay call recording and Real Time Queue Statistics products.
Please call our Customer Services department on 0845 365 0500 if you are in any doubt, or want more detailed information on how the system might work for your organisation.
