Easy Attendant Configuration

Features for Easy Attendant Lines

Easy 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.

Easy Attendant offers a very simple automated TUI menu. Callers to a business are directed to the automated TUI, providing key options to transfer to specific departments or individuals in the business, to transfer to a voicemail account directly, or to listen to a recorded announcement.

The subscriber can choose to have either a single menu that plays when Easy Attendant is turned on, or two different menus for business and non-business hours that are used according to a pre-defined schedule. When Easy Attendant is turned off, the subscriber can either forward callers to another telephone number or play a message informing the caller that your business is currently closed.

Once Gazelle has set up the Easy Attendant line, the subscriber must then create the Easy 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 Easy 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 Easy Attendant UI

The Easy 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.

 

Easy Attendant Welcome message

 

This welcome message prompts the subscriber to select how they want to set up the Easy Attendant line.

  • In schedule mode callers hear different options during business and non-business hours.

  • In single menu mode callers are always offered the same options when the Easy Attendant service is turned on. The subscriber also configures what happens to calls when the service is turned off, either by specifying the number to which calls should be forwarded, or playing an announcement that informs callers that the number is unreachable.

It is possible to switch between schedule and single menu mode once Easy Attendant has been set up, should requirements change.

• If the subscriber has already set up the Easy Attendant line in single menu mode and now wishes to switch to using a schedule, they will be able to use the existing Easy Attendant menu as either their Business or Non-Business menu.

• If the subscriber switches from schedule mode to using the single menu mode, they will be prompted to select one of their existing menus to use as the basis for the menu in single menu mode, and will see a warning that the other menu will be deleted.

Selecting one of the radio buttons and clicking on Continue will bring up the Easy Attendant UI for that menu mode.

 

Easy Attendant Menu Tabs

The subscriber will then see a screen similar to the following, which will indicate whether the Easy Attendant call tree is currently turned on or off, and, for schedule mode, which schedule is being used. In single menu mode, the screen will show the forwarding number to be used when the call tree is turned off.

 

Easy Attendant - Schedule Mode

To set up their Easy Attendant in schedule mode, the subscriber should use the Schedule tab to set the business and non-business hours to determine when the different menus will be used. The subscriber can also configure special days, for example public holidays, when the non-business hours schedule will be used.

The subscriber will use the Business Hours Menu and Non-Business Hours Menu tabs (if they are using schedule mode) or the Easy Attendant Menu tab (if they are using the same menu at all times) to set up the Easy Attendant call tree menu(s).

It is a good idea to sketch out the operation of the menu on paper first to see exactly how the Easy Attendant should work before allocating actions to key presses and recording the announcements that will be used as the initial greeting and on key presses.

The subscriber clicks record or listen/change alongside keys that have announcements to launch the audio recorder pop-up where they can either record these announcements using a microphone on their computer or upload a pre-recorded announcement. The subscriber can also dial in to the MetaSphere EAS TUI to record announcements. Existing announcements can subsequently be downloaded for re- use or back-up using this pop-up.

Audio Recorder Dialog

 

Extensions Tab

The Extensions tab will only appear if the Easy Attendant subscriber's Class of Service permits the Dial by menu options, where callers can enter an extension number to be transferred to, and is used to configure the extensions that should be included in the Dial List for the call tree.

The Dial List includes all the extensions that callers can enter when performing Dial-by-Extension, Voicemail-by-Extension, Dial-by-Name or Voicemail-by-Name actions within the call tree.

Selecting the Extensions tab will bring up the following screen.

Easy Attendant Extensions tab

The extensions that can be used in the Dial List will either be Business Group Extensions or Additional Extensions. On both of these tabs, extensions that are already included in the Dial List are shown in bold.

 

Spoken Name recordings

If the subscriber's Class of Service permits Dial by Name actions, the subscriber can use the links under the Spoken Name column to launch the recording interface, where they can record or upload a new spoken name recording for that extension, listen to or change an existing recording, or download a recording for re-use or backup.

A spoken name is required for Dial-by-Name and Mailbox-by-Name actions, so that it can be played to callers to confirm they have selected the right person. Even if an extension is in the Dial List (shown in bold), it can only be selected by Dial-by-Name if a spoken name recording is present.

The Spoken Name column displays one of the following links to indicate the current status of the spoken name recording:

  • Extensions that have no spoken name recording have a red record link in the Spoken Name column. Click on this link to upload a spoken name recording, or record one though your computer.

  • If you or any other Easy Attendant user in the Business Group has recorded or uploaded a spoken name for an extension, the Spoken Name column will have a green listen/change link. Once such a Business Group recording has been made, it will be used in preference to the subscriber's own Spoken Name recording even if they add one later. If you know they have their own name recording you can choose to use that instead. Click on the listen/change link and then delete the Business Group recording.

  • If the subscriber has recorded their own spoken name, and no Business Group recording exists, their own name recording will be used. Extensions in this state have a green override in the Spoken Name column.

Business Group Extensions

By default, the Business Group Extensions tab will be automatically populated with all the extensions from that Business Group (changes may take up to 15 minutes to be visible in the Easy Attendant UI after an extension is configured in the Business Group). This includes

  • all dialable primary lines of subscribers in the MetaSphere EAS Business Group

  • any additional numbers configured for a mailbox that have been allocated a Business Group extension all secondary group mailbox numbers which are non-dialable and cannot be assigned extensions but can be used for Dial by Name actions, providing the secondary mailbox has an additional number configured.

Subscribers cannot add Business Group Extensions using this tab: these are managed by the Business Group Administrator. However, subscribers can use the New Business Group Extensions will be automatically excluded/included option at the foot of the screen to opt to automatically include or exclude in their Dial List any new Business Group extensions that might be added by an administrator.

The subscriber should use the checkbox alongside each line to exclude any extensions that should not be available in the Dial List, for example to prevent callers being able to dial the extension number of the CEO. Any extension that is excluded will no longer be shown in bold.

 

Additional Extensions

The Easy Attendant subscriber should use the Additional Extensions tab to add any non-Business Group extensions that should be available in the Dial List for their call tree.

  • If the Easy Attendant is not part of a Business Group, then the subscriber should use this tab to configure virtual extensions for use in their Dial List.
  • If the Easy Attendant is in a Business Group, additional extensions may not be required because all the Business Group extensions are automatically included, but the subscriber may wish to use them to provide rapid access to numbers outside the Business Group, for example to allow callers to reach someone's cell phone.

The subscriber must ensure that Additional Extensions are configured correctly on this screen. There is a limit of 30 Additional Extensions in a Dial List for an Easy Attendant menu, and these must be different from any Business Group Extensions. The  icon is used to flag where the same extension number exists in both the Additional Extensions and Business Group Extensions tab to prompt the subscriber to resolve this clash.

 

Easy Attendant Settings tab

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

In most cases, the Easy Attendant subscriber will only use the Settings tab to change the password and/or PIN for accessing the Easy Attendant UI.

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