Premium Attendant Configuration

Features for Premium Attendant Lines

Premium Attendant is an automatic call answering service that delivers an interactive menu to callers. It can act as an immediate answering service for the business, as an out-of-hours receptionist, or can simply answer the phone whenever no human operator is available.

Premium Attendant, aimed at small and medium business subscribers, offers an increased level of service compared to Easy Attendant. In addition to all the features offered by Easy Attendant, Premium Attendant allows multiple menus with a finer scheduling control. It also includes more call handling options, such as Voicemail by Name and Voicemail by Extension, as well as greater control over the actions taken for any given key press.
 
Once Gazelle has set up the Premium Attendant line, the subscriber must then create the Premium Attendant menu using CommPortal. The CommPortal UI enables the subscriber to configure the schedules and menus to be used on the line, including making the necessary recordings for the announcements.

The subscriber can access the CommPortal UI at https://my.gazl.co.

Note:

The subscriber can also turn Premium Attendant  on and off and record announcements using the self-care TUI as described here.  If the call tree is being edited in a concurrent GUI or TUI session, it may not be possible to save a recording.

 
 

Overview of the Premium Attendant UI

The Premium Attendant subscriber will be required to update their PIN and password when they log in to the CommPortal Easy Attendant UI for the first time, or if no configuration has yet been set up.  They will then see the following screen.

Premium Attendant Main Tab

The Main tab provides the following information.

  • The Activation status panel indicates whether Premium Attendant is currently turned on or off and,if it is turned off, whether calls are being forwarded to another number.

    The subscriber can use the button to turn Premium Attendant on or off and click on the link to change the forwarding number or set Premium Attendant to play a recorded message instead.

  • The Service status panel shows which schedule and menu are currently in force and reports if there are any errors in the configuration of your schedules, menus or announcements.

  • The panel on the right-hand side provides a suggested workflow for setting up Premium Attendant using the Schedule, Menus, Announcements, Extensions and Advanced tabs, all of which are described in the Premium Attendant tabs section.

  • Clicking on the  icon on any screen within the Premium Attendant UI will bring up a menu that allows the subscriber to access the help text.

 

Premium Attendant Tabs

The subscriber will use the Schedule, Menus, Announcements, Extensions and Advanced tabs to configure their Premium Attendant. It is a good idea for the subscriber to sketch out the operation of their Premium Attendant on paper first to see exactly how this should work before setting up their schedule and menus, allocating actions to key presses or recording announcements.
 
On first accessing each of the following tabs, the subscriber will see some introductory text explaining what they can set up using this tab.

Schedule tab

The Schedule tab allows your subscriber to configure a schedule with up to ten periods during which a different Premium Attendant menu can be played. Eight of these periods are user-defined, and two are pre-defined.

  • On first use, the subscriber can choose whether to use an example schedule or a blank one as a basis for creating their first schedule.

  • Each period within the schedule uses a different color so that the subscriber can easily see which period applies to which time.

  • Two periods are already created

    • an 'out of hours' period that will play a menu during any times not specified in any of the other periods

    • a 'special days' period that will play a different menu on public holidays and other specified dates when your business is closed.

  • Each period must be associated with a menu, and will display an error until the subscriber has set this up. Additionally, Premium Attendant can only be turned on if the menu associated with a period has a menu announcement. The menu announcement is the recording played to introduce the menu and describe the options available to the caller.

Menus tab

The Menus tab allows your subscriber to configure the menus to be associated with the schedule periods that have been created. It offers the following options.

  • The General tab allows the subscriber to add a new menu, or edit the name, description and menu announcement of an existing menu.

  • The Keys tab allows the subscriber to define the action for keys 1-9, 0, #, and * for a selected menu. These key actions can be any of the following, some of which are only available if the subscriber's Class of Service permits.

    • Use Default (which is selected by default for all events for new menus)

    • Transfer to Phone

    • Transfer to Voicemail (CoS controlled)

    • Dial by Extension (CoS controlled, including whether an announcement is automatically played giving initial instructions when this key is pressed, or whether these instructions must be recorded by the subscriber in the menu announcement)

    • Dial by Name (CoS controlled)

    • Voicemail by Extension (CoS controlled)

    • Voicemail by Name (CoS controlled)

    • Transfer to Operator (CoS controlled, and only available for Premium Attendants in a Business Group)

    • Intercept mailbox (CoS controlled)

    • Go to Menu

    • Return to Previous Menu

    • Replay Menu

    • Announcement - Return

    • Announcement - Hang up

    • Hang up

  • The Timeout tab allows the subscriber to override the default value for timeout on a selected menu and specify the action that Premium Attendant will take if the caller does not press a key within this time. The default values, that apply to all menus unless specified under this tab, are set using the Advanced tab.

The Reference tab allows the subscriber to see whether the selected menu is referenced by any other menu or schedule in Premium Attendant. The subscriber cannot delete a menu if it is referred to in another schedule, unless the Premium Attendant is not currently active.

Announcements tab

The Announcements tab allows your subscribers to create the announcements that will be used in the Premium Attendant menus.


The subscriber uses the Announcement Recorder dialog to set up, review and modify their Premium Attendant announcements. Each announcement is given a name and description and the subscriber then uses the drop-down to choose whether to record/play the announcement, upload a pre-recorded announcement or use their phone to dial in to the Premium Attendant TUI to record announcements.

Announcement Recorder Dialog

The subscriber can also download announcements that they have previously recorded or uploaded so that these can be re-used or backed up.
 
Extensions tab
 
The Extensions tab will only be visible if your subscriber's Class of Service permits this type of call transfer. This tab allows the subscriber to

• manually configure up to 200 Additional Extensions for use in Premium Attendant
• expose up to 1000 Business Group extensions to Premium Attendant callers, if the Premium Attendant subscriber is a member of a Business Group.
 
If the subscriber's Class of Service permits dial by or voicemail by name transfers, the subscriber will also be prompted to record or upload a spoken name for each extension if the extension corresponds to a subscriber's primary number and one has not already been recorded. You should note, however, that the lists of available extensions may include phone numbers that belong to additional devices configured for a subscriber on MetaSphere EAS, where an extension number has been configured for that device. However, you cannot record or use spoken name recordings on these extensions.

The Premium Attendant Extensions tab is identical to the Easy Attendant Extensions tab, as described in Easy Attendant menu tabs here

Advanced Tab

The Advanced tab allows your subscriber to change some of the default values in their Premium configuration.

  • The Default keys tab allows the subscriber to change what a key should do if it is set to "Use default" on a menu. This can be one of the following actions:

    • Do Nothing

    • Transfer to Phone

    • Transfer to Voicemail (CoS controlled)

    • Transfer to Operator (CoS controlled)

    • Intercept mailbox (CoS controlled)

    • Dial by Extension (CoS controlled)

    • Return to Previous Menu

    • Replay Menu

  • The Error handling tab allows the subscriber to change the default behavior of Premium Attendant if

    • a caller fails to press a key within the specified timeout

    • a caller presses a key that is not configured in the Premium Attendant menu

    • a call transfer fails

    • a caller selects an invalid extension.

  • The Other Settings tab is only visible if the subscriber has a Class of Service that permits one or both of these call transfer options. The tab allows the subscriber to

    • choose whether dial by name transfers are matched on first and last name, or first name, or last name

    • set the telephone number for the voice mailbox to be used on the 'Intercept mailbox' action.

Premium Attendant Settings tab
 
The main Settings tab will display a screen similar to that used by an Individual Line, described in Settings tab here but many of the settings there are not used by a Premium Attendant line and so will not be visible.

In most cases, the Premium Attendant subscriber will only use the Settings tab to change the password and/or PIN for accessing the Premium Attendant UI. This tab can also be used to view and configure the line name.

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