Configuring the Automated Attendant

Note: If you are familiar with or are migrating from an Intuity AUDIX environment, you should be aware that the use of the term “automated attendant” in Avaya Modular Messaging systems carries somewhat different connotations than in AUDIX systems.

Modular Messaging’s Automated Attendant, if enabled, is used to prompt callers with the system greeting and collect their input (in the form of DTMF key presses). It can also be configured to offer single-digit menu choices and use the Dial By Name feature to reach subscribers.

In Modular Messaging, caller applications provide roughly the same functionality as AUDIX nested and other automated attendants. For a more thorough discussion of “automated attendants” in AUDIX compared with Modular Messaging, see More on caller applications. For more information about using caller applications, see Administering caller applications.

The system Automated Attendant greets callers and instructs them how to proceed through the system. We recommend using the Automated Attendant if:

Your PBX does not support Direct Inward Dialing (DID).

You want to use other call handling features, such as intercom paging, call blocking, and call screening.

Note: To enable or disable the Automated Attendant at the system level, you must use the Telephone User Interface - Voice Mail Domain dialog box, General tab. For more information, see Configuring TUI general properties.

The Automated Attendant provides only the initial prompt to get callers into the system. It is designed primarily to:

Provide an initial welcome/greeting prompt to callers.

Allow callers up to nine key press menu options (the 0 key is reserved for system use). Each key press menu option can be set to any of the following:

Allow callers to use the Dial By Name feature (Directory).

Allow callers to leave a message for the subscriber they are trying to reach (Message).

Transfer callers to somewhere else. Transfer options include subscriber mailboxes, system operators, or caller applications (Transfer).

Be invalid—that is, the system does not recognize the key press as being a valid option (Invalid).

You can configure the following Automated Attendant properties for the voice mail domain.

Attendant Main Menu Editor

Use this tab to configure the Automated Attendant Main Menu Prompt. This prompt helps callers to navigate through the TUI by providing them with menu options they can select using touchtone key presses.

See Configuring Attendant Main Menu Editor properties.

Holidays

Use this tab to configure the Automated Attendant holiday prompts. You can set up alternate prompts to be played on specific dates, for example, when the office is closed for a public holiday.

See Configuring Holidays properties.

Time of Day

Use this tab to configure the prompts that will be used during business morning, afternoon, evening, and closed hours.

See Configuring Time of Day properties.

Language/Key Association

Use this tab to allow callers to select a language when entering the system. You can assign keypad digits for up to three languages supported by the TUI.

See Configuring Language/Key Association properties.