Auto Attendant

This article provides information about the Auto Attendants used in the Sky phone system and managed in the Call Flow Editor.

An Auto Attendant (also known as an Automated Attendant or AA) enables callers to transfer to a department's or individual's phone number without the intervention of an operator. Auto Attendants play announcements that provide a list of options that callers can select. Modern Auto Attendants are similar to IVR (Interactive Voice Response) systems that can route calls to departments, ring groups, operators, desk phones, mobile phones, virtual phones, other Auto Attendants, and/or other locations.

• An organizational Auto Attendant provides callers with a choice-list to direct them to the correct department (e.g. For Support, press 1, for Sales, press 2, ...). This type of Auto Attendant is used to divert traffic away from operators or provide an overflow condition for operators and Ring Groups.
• A personal Auto Attendant is programmed on a per-phone basis and enables individuals to control their own personal choices for processing incoming calls. This type of Auto Attendant is used in place of directing all calls to voicemail to provide callers with more options.

To listen to typical options provided by an actual organizational Auto Attendant, call our corporate phone number at 646-230-5000.

Table of Contents

Managing Auto Attendants
Managing a Personal Auto Attendant
Recording Your Auto Attendant Greetings

Managing Auto Attendants

Auto Attendants provides callers to your organization with options that will properly direct them to the correct departments, individuals, and voicemail boxes.

If you are an Authorized Contact who is a Decision Maker or Phone Manager, you can utilize the Call Flow Editor to create and manage Auto Attendants to effectively route calls to your Sky phone system. You can also create a Support Case to add or modify an Auto Attendant by communicating answers to the following questions to Support:

• What is the purpose of the Auto Attendant?
• What options should your Auto Attendant provide?
• When a caller selects each of the announced options, where should the call be directed? (Describe the action to be taken for each option.)
• Do you want any of your options to route calls to an existing or new Ring Group?
• If calls are being directed to a Ring Group, what should happen if no one answers the call?

Managing a Personal Auto Attendant

If you are an Authorized Contact who is a Decision Maker or Phone Manager, you can utilize the Call Flow Editor to create and manage your own personal Auto Attendant. You can also create a Support Case to add or modify a Personal Auto Attendant by communicating answers to the following questions to Support:

• What is the purpose of your personal Auto Attendant?
• What options do you want to provide to your callers?
• Which other phone numbers do you want to provide to your callers?
• Do you want any of your options to route calls to an existing or new Ring Group?

Recording Your Auto Attendant Greetings

RingCentral may have recorded your organization's Auto Attendant greetings when your account's call flow was initially setup. Per RingCentral's policy, it is our customers' responsibility to record any changes to their existing Auto Attendant greetings or add new Auto Attendant greetings. If you want to use a professional voice recording service, we recommend Snap Recordings, The IVR Voice, and Holdcom.

Decision Makers and Phone Managers can create a Support Case to obtain their system password and ID code from Support for the Auto Attendant greetings that need to be changed. After obtaining system password(s) and ID code(s), follow the instructions below.

1. Access voicemail on your phone. For instructions, see the Accessing Your Voicemail section of the Voicemail Management article.
   NOTE: You can press the * key to skip listening to your voicemail system summary and messages.
2. Press 5 for additional options.
3. Press 7 to manage company Auto Attendant prompts.
4. When prompted, enter your system password followed by the # key.
5. When prompted, enter your ID code followed by the # key.
6. Follow the prompts to either press 1 to review or press 2 to re-record the greeting.
7. After pressing 2 to re-record the greeting, press the # key when you are finished recording.
8. Listen carefully to all prompts and press 3 to save the changes you have made.