Confidential Information A50 Plus Advanced Configuration Incoming Call Routing

Sep 23, 2010Incoming Call Routing Confidential Information Internet PSTN Router LAN Switch A50 Plus Administrator Physical Connection IP Phone 310

Sep 23, 2010Incoming Call Routing Confidential Information Incoming Call Routing Customer can specify incoming call routing to auto attendant, operator or any user/group (Routing to groups is found in Group Settings Menu) Day/Night setting allows the routing to different destination in different time specified Day Time Night Time Operator Thanks for calling ABC company. Its after hours now. Please enter the number you wish to call or call back during business hours Auto Attendant

Sep 23, 2010Incoming Call Routing Confidential Information Specify Day/Night Schedule Navigate to Call Routing Incoming Call Routing Specify Day/Night Schedule Specify the weekly working day and time in the Day Time Setting. (The default Day Time is 8AM - 5PM, Mon. – Fri.) Excluded time or day will be treated as Night Time Specify the Holiday to be the exception in the Day Time specified.

Sep 23, 2010Incoming Call Routing Confidential Information Choose Who Will Answer Calls Navigate to Call Routing Incoming Call Routing Choose Who Will Answer Calls Select the Trunk Group, and then specify the destination for day time and night time. In the right example, the Day Time will be answered by Operator, and Night Time will be answered by Auto Attendant.

Sep 23, 2010Incoming Call Routing Confidential Information Choose Who Will Answer Calls Each Trunk Group can be assigned for different rule in answering call. Trunk GroupDay TimeNight Time 1 (Regular Trunk) OperatorAuto Attendant 2 (Special Trunk for certain group) User Group 1 3 (800 Toll Free Trunk) Agent Group 1Auto Attendant

Sep 23, 2010Incoming Call Routing Confidential Information Record Greeting Assign Admin User There are 2 ways to record the day/night greeting, record from IP Phone or pre- record the wav file and then upload to A50 Plus Only Admin User can record the greeting from IP Phone To Assign the Admin User, Navigate to Call Routing Others Assign Admin User. Select the user who will serve as System Administrator, and then click OK

Sep 23, 2010Incoming Call Routing Confidential Information Record Greeting From IP Phone Dial 509 from Admin User Phone, and then enter the password 9999#. Press 1 for recording day greeting, and press 2 for recording night greeting. Select desired greeting by pressing 1 or 2, you will hear After the tone, record system day (night) greeting. When done, press the # key Speak the greeting by using the handset, and press # to end the recording Press 3 to save the greeting recorded Repeat steps to record other (day/night) greeting

Sep 23, 2010Incoming Call Routing Confidential Information Record Greeting Pre-record wav file Syspine A50 Plus only accept the.wav file or.mp3 file In Windows XP system, the recorder is built-in the support.wav file recording. Navigate to Start All Program Entertainment Recorder In Windows Vista or 7, the built-in recorder cannot support.wav file recording. Please use other recording tool. The following are some useful tool for reference. Free Recording Tool Test to Speech Tool

Sep 23, 2010Incoming Call Routing Confidential Information Auto Attendant Configure Greeting Navigate to Call Routing Incoming Call Routing Configure Auto Attendant Click Play to play the current greeting, click Configure to customize (add/edit/remove) the greeting file. (see next page) There is a Default greeting existed. This greeting cannot be played and removed, and only can be changed from IP Phone.

Sep 23, 2010Incoming Call Routing Confidential Information Auto Attendant Configure Greeting In the Configure Greeting page, user can Add, Replace, Remove and Play the greeting selected. This is a greeting pool that can be used in some other place such as level 2 AA or Agent announcement. The Default Greeting cannot be played and changed. To replace the default greeting, please use Admin user IP Phone to record new Default greeting.

Sep 23, 2010Incoming Call Routing Confidential Information Level 2 Auto Attendant Thanks for calling ABC company. Please dial 1 for sales, dial 2 for Technical support, or dial 0 for operator. Operator For PC/Laptop problem, Please dial 510. For Networking device problem, please dial 520 Sales Group Support Agent (510) Support Agent (520)

Sep 23, 2010Incoming Call Routing Confidential Information Level 2 Auto Attendant Navigate to Call Routing Incoming Call Routing Configuration Auto Attendant Check the Enable level 2 Auto Attendant Click Add to add the necessary level 2 AA rules.

Sep 23, 2010Incoming Call Routing Confidential Information Level 2 Auto Attendant NameDigit ReceivedCall be answered Operator0Operator (100) Sales1Sales Group (581) Technical Support2Level 2 AA (Greeting) Before assign the call to be answered by group, the group (user or agent) need to be configured. Please refer to Training Material --- Group Setting

Sep 23, 2010Incoming Call Routing Confidential Information Q & A