How to Use Auto Attendant on Avaya

Written by david curtis
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How to Use Auto Attendant on Avaya
Setting up an Avaya Auto Attendant is a bit complex. (telephone image by gilles vallée from Fotolia.com)

Avaya Auto Attendant is a feature of the Intuity Audix voice mail system to process calls without requiring a live operator. Auto attendants allow callers multiple options from a single automated menu. Callers make selections using the touch-tone buttons on their phones and are transferred to other extensions, voice mail accounts, submenus or other messaging options. Auto attendants can increase productivity and reduce costs by providing call processing services 24 hours a day.

Skill level:
Easy

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Things you need

  • Computer
  • Avaya Site Administration software
  • Network connection to the Avaya and Intuity servers
  • Account login and password
  • Voice mail system access phone number
  • Telephone

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Instructions

  1. 1

    Write out the verbiage for the auto attendant message, and map the call process you want to achieve.

  2. 2

    Launch the Avaya Site Administration application on a computer. Click on the drop-down arrow on the upper right side of the screen, and select the phone server to which you want to connect. Click "System," "General" and "Start GEDI." Wait for the system to connect.

  3. 3

    Type "list extension" in lower case in the action bar at the upper left portion of the screen. Scroll through the entries, and find an unused extension to use for the auto attendant. Make a note of the number.

  4. 4

    Type "list coverage path" in lower case, and find a coverage path to send calls to the voice mail system. Type "display coverage path" followed by the path number for additional details about each entry. Look for one with the number of rings set to 1. This will facilitate quicker call processing.

  5. 5

    Type "add station" followed by the number you decided on in Step 2 in the action bar. Click on the "Port" box and type "x." Click on the "Name" field, and enter the description of the auto attendant. Click on the "Coverage Path 1" box, and enter the coverage path you have chosen. Click on the "enter" tab at the top of the screen or press the F3 key to save the changes.

  6. 6

    Click on the drop-down arrow at the upper right side of the screen, and click on the Intuity Audix server. Click on the "System" tab, select "Advanced" and click on "Emulation." The main menu screen will appear. Press the down arrow on your keyboard to select "Audix Administration." Hit "Enter" to begin Audix programming.

  7. 7

    Type "add subscriber" followed by the extension number in the "enter command" line at the bottom of the screen. Type in the name you want to use for the auto attendant. Move to the password field using the arrows on your keyboard, and enter in a numeric password. Leave the remaining fields at default.

  8. 8

    Click the "nextpage" tab at the top of the screen. Arrow down to the "Permissions" section until you reach the "Type" field. Change the entry from "call-answer" to "auto-attendant" in lower case. Select and change any other option entries on the page you wish to modify.

  9. 9

    Click on the "nextpage" tab at the top of the form. Change the "Allow Call Transfer" flag to "y" if you want callers to transfer to an extension. Move through the button entries one by one, and enter the extension and treatment for each option you want to use. Click the "help" tab for available options. Add notes in the "Comment" section to remind you of the application process.

  10. 10

    Press the "enter" tab at the top of the screen to save your changes. You can modify the auto attendant at any time by typing "change subscriber" and the extension number.

  11. 11

    Call the voice mail system with the system access phone number. Enter the extension and password when prompted. Record the auto attendant name and approve when prompted. Press "3" to record the outgoing auto attendant message, and select option 1 to create a new message. Record the announcement, and modify as needed. Hang up the phone.

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