Chapter 7: Configuring The Lvs Auto-Attendant - Linksys SPA9000 Administration Manual

7
Configuring the LVS Auto-Attendant
This chapter describes how to configure the LVS Auto Attendant using the IVR, and XML
scripting.
This chapter contains the following sections:
• "How the Auto Attendant Works, " on page 103
• "Working with the Auto Attendant Greetings, " on page 104
• "Writing an Auto Attendant Script, " on page 108
• "Configuring the DayTime, NightTime and Weekend/Holiday Auto Attendants, " on
page 116
• "Configuring Dial Plans for the Auto Attendant, " on page 117
How the Auto Attendant Works
The Auto Attendant (aa) is an internal service within the SPA9000. This service answers calls and
plays pre-recorded voice messages that offer a menu of choices. The Auto Attendant parses the
user input (key presses or DTMF tones), based on the Auto Attendant Dial Plan. Finally, the Auto
Attendant routes the call to the selected extension.
The Auto Attendant can handle up to ten incoming calls simultaneously. It can accommodate
two categories of callers:
• Callers who do not call you regularly or are not accustomed to using Auto-Attendants.
The Auto Attendant plays a greeting and provides menus to help callers reach the
desired extension.
• Callers who call you regularly and want to move through the system quickly. The Auto
Attendant allows experienced users to input their responses at any time.
The Auto Attendant relies upon the following components:
• Contact List. When a call comes in, the SPA9000 directs the call according to the entries
in the Contact List for the line interface. By default, the Auto Attendant is the only client
on this list, so the Auto Attendant picks up every call. Alternatively, you can enter a list of
client stations to alert, with the Auto Attendant picking up a call only if a number (or
group) of clients did not pick up the call first. This parameter is configured on the Voice >
Line N page, Subscriber Information section, Contact List field. For more information, see
"Managing Inbound Calls with the Contact List, " on page
• Recorded Prompts. The Auto Attendant plays prompts to assist the users. The system
includes a set of pre-recorded prompts, and you can record your own custom prompts.
For more information, see
• AA Script. This XML script determines which prompt is used to greet callers and which
prompts are played in response to valid or invalid user inputs. You can enter up to three
scripts. One script is active at any time. These scripts are configured on the Voice > SIP
Linksys Voice System Administration Guide
Configuring the LVS Auto-Attendant
"Working with the Auto Attendant Greetings, " on page
How the Auto Attendant Works
66.
104.
103