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Posts Tagged ‘Auto-Attendant’

How to Set Up Auto Attendant

Auto attendants allow companies to have automated a receptionist that provides a personalized message and routes callers to the correct person or group of people. Callers have the ability to connect to an operator, access a dial-by-name directory, direct dial an extension or connect to a specific department. Nextiva allows customers to have multiple auto-attendants

How to setup from portal: 

1.     Log into your Nextiva portal by visiting www.nextiva.com and clicking on the Customer Login found at the top right. You must be in the admin’s account in order to create an auto attendant.

2.     When you login with the  admin credentials, it will pull up the NextOS portal, from here click Sites and Employees. Find the site you would like to add the auto attendant and click Login under the corresponding admin login.

3.     Now on the left-hand side select Services, then select Auto Attendant, one on this page select Add. On this page you will be required to fill out: auto attendant ID, name of auto attendant, first and last name you calling line ID. Make sure that you have selected the correct time zone as well as the Business Hours schedule that you would like to have for this auto attendant. You have a variety of additional options, most customers stay with the default options with the exception of the Name Dialing Entries, the alternative choice is preferred.

4.      After selecting OK, you will be taken to the Business Hours Menu. On this page you will be able to upload a personal greeting and set up your transfer options for your customers. The Key will correspond to the number your customers will select and the Action will be the result of that selection. For example key 0 you may select Transfer to operator, and type in the operators extension number in the Phone Number box that should now appear.

5.     Once you have set up all of your routing selections press OK.  This will take you to the After Hours Menu, here you should make few options as most of your employees will not be in the office. This might be a great opportunity to have one of the options transfer to the company Voicemail. To do this choice a number, label it Voicemail in the description and select Transfer without prompt. Within the Phone Number box type *55100, this is the option you should also use for the operator.

Auto-Attendant

How do I record voicemail and auto-attendant greetings?

 

When creating your voicemail greeting, you must already have the user created. When creating an auto-attendant greeting, you must already have auto-attendant set up.

Voicemail

To record a voicemail greeting for yourself, you must first have the user created.  Once the user is created, if you have a Nextiva phone assigned to the user, you can dial 9999 from the phone.  The user will be prompted to enter a voicemail PIN.  The default PIN is 0000.  Once this is entered, the system will prompt you to change the PIN.  You will enter the new PIN twice and then go into the main menu.

There are two greetings the user can setup: the “Busy” greeting (Option 2) or the “No Answer” greeting (Option 3).  After you select the greeting you wish to record, you’re prompted to record the greeting.  After you record the greeting, you will get the option to record a new greeting, listen to the current greeting or use the system greeting.  Once satisfied with the greeting, you can exit the voicemail portal.

Auto-attendant

To record your own auto-attendant greeting, you will also dial 9999 from any phone on the Nextiva system.  When the voicemail portal begins, press the * key.  When it prompts for the mailbox ID, press 9999 again.  You will be prompted to enter the PIN.  It should be 0000 unless you have previously changed it.  The prompts will ask if you are recording an auto-attendant greeting for the business hours or for after hours.  You will be able review the greeting.  Once you are happy with your greeting, you can select that greeting and exit the voice portal.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com.

How do I record an auto-attendant greeting on my telephone?

If you are using our Connect product and don't have a microphone, we give you the ability to record the auto attendant greeting via your telephone with a few easy steps.

  1. Log into the Office Manager. You should have received your login from Nextiva when you signed up. In the case that you lost it, please contact Nextiva Support to reset it.
  2. Click on Default -> Employees under the Site left navigation bar.
  3. Click on Edit for the default employee that Nextiva creates for you when you sign up.
  4. Click on the Outside Line drop down box and check on the telephone number that you purchased when signing up.
  5. Click Save

You are now ready to make recordings! To record your greeting, simply pick up your telephone and call your Nextiva phone number. If you don't remember your phone number, you can get it by re-logging into your office manager at https://manage.nextiva.com.

If you want multiple greetings, you can do so by calling your number multiple times and leaving multiple voicemails. Once you are done with all your greetings, you can go ahead download them to your computer. You can do so by going to https://portal.nextiva.com. In most cases, you can use the same login as you did for your office manager. If you can't login with the same details, please contact Nextiva support for assistance.

  1. Once logged in, click on VoiceMail on the right navigation menu. You should see your voicemails you recently added. You can save them to your computer by clicking on the New Messages link.
  2. To save the recording to your computer, you can click on the speaker icon under Listen and click Save As.
  3. The last step is to upload your recordings to the Office Manager. Please go back to the office manager at https://manage.nextiva.com and click on the Auto Attendant link under Sites. Under the Greeting it gives you the ability to upload your own greeting. Click Browse, find the WAV file you downloaded from your portal (Usually called voicemail.wav) and click Save.

Once you save, your auto attendant now has a greeting! If you only have one DID, please make sure to remove your phone number from your 'Temporary' employee under 'Employees' and assign it to our Auto Attendant. If you have any questions or problems with uploading your own greeting, please contact Nextiva Support at support@nextiva.com

Can I upload my own greetings?

Yes. If you already have your own professional recording established, Nextiva can upload it to your Nextiva Connect account at no additional cost to you. The recorded file must be in one of the below formats for the file to upload properly.


Please convert your recording file to one of the following formats:

  • PCMU
  • .wav
  • 8 or 16 Bit
  • 8000 HZ
  • Mono

These are the only formats accepted by Nextiva at this time. There are many audio file converters available for free in the Internet. We can also convert the file for you, then send it back to you in the proper format. If you would like us to upload the greeting for you, please send an email to support@nextiva.com and we will convert the file and send it back to you within 24 to 48 hours.

To upload a recording yourself, begin by signing in to your Nextiva Connect account.

For Auto Attendant Recordings:

Once you are signed in to your account, navigate to Sites and click Auto Attendant. Scroll down and click the Browse button. From there, it will allow you to search your computer for the recording file you wish to upload.

Once you find and highlight the file, click Open and the file will appear in the field next to the Browse button. From there, scroll down and hit Save Changes and your file will be uploaded. The recording must be in the proper format for it to upload correctly.

For Voice Mail Recordings:

Once you are signed in to your account, click into Sites and then Employees. Click the blue voice mail link on the employee for whom you want to record the message. From there, scroll down to Personal greeting recorded by you and click Browse. From there, it will allow you to search your computer for the recording file you wish to upload.

Once you find and highlight the file, click Open and the file will appear in the field next to the Browse button. From there, scroll down and hit Save Changes and your file will be uploaded. The recording must be in the proper format for it to upload correctly.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com

How to Set Up: Dial by Name Directory

Dial by Name Directory is a feature in an auto-attendant that allows a caller to search for a user by name. When a call is placed to the auto-attendant and the caller selects the Dial By Name directory option, they will be able to type in the first few letters of an employee’s first or last name. When the system finds the person searched for, it will play the name that was recorded when the employee set up their voice portal.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com

How do I create a holiday schedule?

You can create holiday schedules for your auto attendant to properly alert your callers when you are out of the office. Between the start dates and the end dates you specify, callers who reach your auto attendant will hear a holiday greeting you specify when you configure the holiday schedule.  

To create your holiday schedule, watch this video or follow the instructions below:

  1. Navigate to www.nextiva.com. Click "Customer Login" on the upper right hand corner, and log in using your username and password.
     
  2. Click on Sites & Employees.

     

     

     

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  3. Click into the Admin Login for the site that needs a schedule created.

     

     

     

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  4. On the new page, click Schedules.

     

     

     

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  5. Click Add and create a title under Schedule Name. Select "Holiday" under Schedule Type.

     

     

     

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  6. Click OK to return to the Schedule menu. Click on Edit next to the schedule that you just created.

     

     

     

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  7. Click Add and enter the Event Name. Select the Start Date, specify AM/PM (or All Day Event where applicable). Select the End Time, specify AM/PM (if not All Day Event). Leave the Recurrence Pattern at "Never". Click OK.

     

     

     

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  8. Repeat steps 5-7 as necessary.
  9. Click OK when all definitions are complete.

     

     

     

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  10. Click OK to confirm changes and leave the Schedules page

     

     

     

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  11. Click Services on the Options menu on the left.

     

     

     

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  12. Click Auto Attendant.

     

     

     

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  13. Click Edit next to the auto attendant that needs a schedule put into place.

     

     

     

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  14. Click Profile on the auto attendant profile.

     

     

     

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  15. Select the new schedule from the Holiday Schedule drop down. Click After Hours Menu (Also saves current screen data).

     

     

     

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  16. Select Personal Greeting. Click Choose File and select the After Hours Greeting file that you want played when the menu is reached. Click OK and you're all set!

     

     

     

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If you would like a customized recording, the Nextiva team can record one for you for $25 per each individual recorded file. Nextiva offers several voice options. Please send your script requests and any other notes about your recording to support@nextiva.com, and we will reply with your attached professional voice recording within 24 to 48 hours. If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com.

 

Do you provide professional auto-attendant recordings?

Yes. With Nextiva will record one professional greeting for your business at no cost to you. Any additional recordings beyond that will be billed to your Nextiva account at $25 per each individual recorded file. We can record business greetings, voice mail messages and any other recorded messages you may need for your business. Nextiva recordings are done with a male or female voice, or you can use a computerized voice for the recording if you wish.

Below are some simple scripts and sample recordings of our voice talent:

  • Thank you for calling "business". We are so sorry to have missed your call.  To leave a message, please press 1. For an employee directory, press 2. For sales, press 3. For customer service, press 4. Again, thank you for calling and have a great day!”
  • You have reached "Business": the leader in _____. To reach our sales department, press 1. To reach etc.. Thanks again for calling, and have a wonderful day!”

Nextiva offers the following voice options for a professional recording:

Please send script requests and any other notes about your recording to support@nextiva.com, and we will reply with your attached professional voice recording within 24 to 48 hours. If you have any questions, ask an Amazing Service Team member here or email us at support@nextiva.com.  

How do I forward calls with Nextiva Connect?

Since Nextiva Connect is primarily a forwarding service, there are two different ways you can forward calls:

  1. The auto-attendant can forward calls from a main business number.
  2. You can forward from an individual employee’s extension.

Auto-attendant:

  • To forward calls with Nextiva Connect via the auto-attendant, sign in to your Nextiva Connect account.
  • Click on Sites, and then Auto Attendant
  • Assuming you have your auto-attendant set up with an incoming phone number, optional schedule and greeting applied, you can then specify the number that should receive forwarded calls.
  • You will see auto-attendant key options 1-9, as well as *, # and No Response.  You can choose a forwarding number on any desired key option. Type the number you wish to forward to in the box to the right of the key option. When done, be sure to click the save changes button at the bottom of the page.

Once complete, your callers can now press the desired key based on what the recorded greeting instructs them to do, and they will then be forwarded to the number you specified. It’s a good idea to place a ‘1’ before the forward-to number.

Example: A mobile glass repair company gets an incoming call to their Nextiva Connect account. An incoming caller is greeted with a message that welcomes them and instructs them to press “1” for estimates. They press 1, which then forwards to the mobile phone number you selected and placed in the “1” key action. The mobile glass company gets the call to their mobile phone and secures the estimate job. Success!

Employee:

  • To forward calls with Nextiva Connect employee, sign in to your Nextiva Connect account.
  • Click on Sites, then Employees, then Login
  • From there, a new browser window or tab will open. You will see a list of new options on the left side.

  • Under Features, click on the Forwarding Number Profiles link on the left-hand side of the page. You will then be in the forwarding numbers page for that specific employee. You can select up to 6 numbers to forward to. You can have the numbers ring at once or one at a time. Type the number you wish to forward to in the box to the right of the forwarding option. When done be sure to click the save changes button at the bottom of the page.
  • You can also create multiple forwarding profiles, which you can manually switch between at your leisure. Next to Profile at the top, select Create. If you like, you can even set up schedules to automatically switch profiles.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com

How long can a greeting be?

An auto-attendant or voice mail greeting with Nextiva Connect can be no longer than 60 seconds. Keep in mind the recording must also be in the proper format.

All audio recordings for Nextiva Connect must be 60 seconds or less and in one of the below formats:

  • PCMU
  • .wav
  • 8 or 16 Bit
  • 8000 HZ
  • Mono

These are the only file formats accepted by Nextiva at this time.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com

What types of audio formats does Nextiva support?

For voicemail greetings, auto-attendant, and other audio functions, Nextiva supports the following file formats:

  • .wav formatted
  • μ-law, PCMU or G711μ
  • 8 or 16 bit
  • Mono
  • 8000 HZ

Please convert your recording file to one of these formats before uploading.

If you have any questions directly ask an Amazing Service Team member here or email us at support@nextiva.com




 
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