Show Hide

 

Feedback

  • Contents
 

Tasks that Attendant can perform

Interaction Attendant's powerful, easy-to-use interface makes it easy to develop auto-attendant menus for an enterprise or call center.  Here's a sampling of what can be done:

  • You can customize the way in which inbound calls are answered (via DNIS, ANI or line name) by creating unlimited menu levels and menu transfers.

  • You can edit menus, schedules, and profiles for many CIC servers at once. Profiles, schedules, and menu operations are displayed in an easy-to-understand tree structure. The tree visually indicates when someone else is editing the server configuration. In addition, errors and default conditions are visually flagged using special icons and colors.

  • You can record prompts using an ordinary telephone. Prompt playback is supported in most menu operations.

  • Menu configurations can be imported and exported. You can easily back up a server configuration and restore it later.

  • Attendant's database operations allow you to interact with data sources. For example, you can prompt users to enter data and save their entries in a database. 

  • Answering can be customized according to time sensitive parameters:  month, day, day of week, hour, or minute for after hours / holiday call routing.  Using the Logical Transfer operation, you can branch to menus based on data entered by a caller, data about the current call, the current time, data about a workgroup, or data in a database.

  • You can schedule menus to run at different times or schedule menus based on incoming call criteria, such as DNIS, ANI or line information. You can create unscheduled menus and activate them from a touch-tone telephone.

  • You can route calls to any system workgroup (ACD, hunt, standard), user queue, or station queue.

  • You can play an audio file in response to a particular menu option.

  • You can prompt the caller to enter data, such as a FAX number. 

  • You send a FAX to a number entered by a caller.

  • You can receive FAX transmissions.  Automatic FAX Detection at a menu allows a workgroup or main number to function as a fax number as well.

  • You can route a call to the appropriate unified messaging inbox (Voicemail / Email / fax).

  • You can transfer a call to an external number.

  • You can customize voice prompts and record greetings.

  • You can direct calls to the Dial by Name subsystem.

  • Flow-of-control is configurable. You can define error handling at the schedule and form level, and use "Action when Finished" branching options. When a menu operation finishes, you can return control to the previous menu, disconnect, or pass control to any profile, schedule, or menu you define for the current server.

  • You can interface with the CIC's powerful handler customization subsystem by sending a call to an Interaction Handler from a menu option. 

Related Topics