Auto Attendant

Multi-level IVR menus
Multi-language support
Reduce operator calls
Increase customer satisfaction

Overview

AudioCodes Auto Attendant is a powerful and flexible IVR-based tool for managing inbound calls and delivering them efficiently to the correct destination based on the caller’s selection. Auto Attendant supports advanced call queuing for Automatic Call Distribution (ACD) based on different routing modes and agent availability.

AudioCodes Auto Attendant can be deployed together with AudioCodes’ Survivable Branch Appliances (SBA) in branch offices to complement the Skype for Business Response Group Service (RGS) when the connection with the central servers is lost. Alternatively it can also be deployed on standard server hardware.

Benefits

Maximize employee productivity by automating inbound enterprise call routing
Reduces Direct Inward Dialing/Direct Dial-In (DID/DDI) requirements through direct extension dialing
Increases customer satisfaction through reducing waiting time
Suitable for main offices and remote branches
Supports application survivability at branch offices
Ability to work in conjunction with Response Group Service (RGS) or as a standalone solution
Multi-language support for Skype for Business deployments at global enterprises
Saves on operational costs by reducing the number of operator calls

Features

Multiple-access number for multiple IVR menus
Multi-level IVR menus
IVR actions: Play prompts, TTS, transfers to: requested number, queue or operator, menu selection
Schedule-based IVR for working hours, non-working hours, holidays and vacations
ACD: agents, groups and queues
Music on Hold (MOH) per queue
Multi-language support

Specifications

Auto Attendant Features

Multiple-access number, multiple IVR menus
Multi-level IVR menus
IVR Actions: Plays prompts and announcements, Time-out prompts; Text-to-Speech; Transfers calls to: Skype for Business users, requested number, queue (ACD), operator, external number, Skype for Business team call groups; Menu options: DTMF choice, speech recognition, DTMF digit collection; Disconnect calls
Time based IVR - working hours, non-working hours, holidays and vacations
Multi-language - change menu language and/or different menu per language
ACD agent - Skype for Business user, analog device or external number
ACD ring methods - skill based, serial, parallel, round robin, longest idle, agents availability (Online, Inactive)
ACD queue settings - max number of calls, max time in queue
Music-On-Hold - per ACD queue

Administration