Auto Attendants allow you to have an automated receptionist that provides a personalized message and allows callers to route automatically to the correct person or group of people. Callers have the ability to connect to an operator, access additional menus, look up callers in a dial-by-name directory, direct dial an extension or connect to a specific department. Nextiva allows customers to have multiple Auto Attendants.
Follow these steps to set up an Auto Attendant from the Nextiva Portal:
For administrators, log in to the NextOS Portal by going to www.nextiva.com and selecting Customer Login from the top right corner. Enter your login credentials and click Sign in. Select Sites & Employees then click on Login under the Admin Login column. Click Users and search for the employee whose information you wish to edit. Click Edit.
- On the left-hand side of the screen, select Services and then click Auto Attendant under Basic Services. On this page, select Add to create a new attendant.
Next fill in the required fields, including the Auto Attendant ID, which is a unique name for the attendant (helpful if you have more than one set up). Make sure you have selected the correct time zone, and pick a business hours schedule if you would like to use a greeting for open hours and a different one for after hours.
Under "Scope of extension dialing" and "Scope of name dialing," choose whether your callers can access the entire account ("Enterprise"), or only users within one site ("Group"). We don't recommend limiting the scope to department level-only. Lastly, for "Name Dialing Entries" the "LastName + FirstName and FirstName + LastName" selection is recommended. This way callers have two options to find employees within your company.
- Select OK and you will be taken to the main Auto Attendant page. Once there, you will see Menus to the lower left of the screen. Select Menus, and then choose between Business Hours and After Hours depending on the auto attendant you would like to set up. Now, you can configure the attendant and upload a personal greeting. When selecting an action for an option, hit Apply so you can enter the number or extension for the greeting. If you are not using an after hours attendant, your business hours attendant will be your primary.
- To start, let's set up each Key on the left to correspond to the number callers dial on the phone (Keys 0-9, # and *). The Action will be the result of that selection. For example, let's set up Key 0. Let's select "Transfer to Extension" from the drop-down menu options. Type in the extension number callers who press 0 should route to within the Phone Number box on the right, let's use extension 101. In our example, if a caller presses the zero button on their phone, they are routed to extension 101.
Once all of the selections you'd like to use are set up (you don't have to use all 12 options), press OK. This will route you to the After Hours menu where you can set up an attendant for when your employees will not be in the office. To bypass this attendant and use only one greeting 24 hours a day, click OK to skip. If you are using an after hours menu, most prefer to shorten the menu options and give callers only an option to leave a voicemail. To set up calls to go to a VM box, have one of the key options route to one of your company voicemail boxes, let's pick extension 900 for this example. Let's say Key 1 will route to the VM box at extension 900. First label the Key next to 1 "voicemail" or something similar. Next select "Transfer Without Prompt" from the drop-down menu. Within the Phone Number box, type *55900.
The star code *55 instructs the system to not ring any phones and go straight to voicemail.Now, when after hours callers enter key 1 from the attendant, they are routed to voicemail.
- Once everything is set up to your liking, click OK to save. Once you assign a 10 digit phone number or extension number to your Attendant, you can call and test the routing. To assign a number to your newly-created attendant, click "Profile" from the menu on the left-hand side of the screen. You'll see "Addresses" under Basic. Here, just create your extension number or assign any available phone numbers on your account listed in the drop-down box.