Overview

An Auto Attendant in Unity is a virtual receptionist that answers incoming calls and routes them based on caller input (e.g., “Press 1 for Sales, Press 2 for Support”). It enhances customer experience and ensures efficient call handling without human intervention.

Key Concepts

• Auto Attendant Profile: The configuration that defines greetings, menu options, and call routing.
• Business Hours & After Hours: Different call flows can be set based on time of day.
• Menu Options: DTMF (touch-tone) inputs that direct calls to users, groups, or voicemail.
• Announcements: Audio files or text-to-speech messages played to callers.
• Dial-by-Name Directory: Allows callers to reach users by entering their name.

Configuration Steps (Admin Portal)

1. Log in to Unity Admin Portal

   • Use your admin credentials to access the portal.

2. Create Auto Attendant

   • Navigate to: Services > Auto Attendant > Add
   • Enter a name, phone number (or extension), and assign to a group.

3. Configure Business Hours

   • Set the schedule under Business Hours Settings.
   • Define separate menus for business and after-hours if needed.

4. Set Up Menu Options

   • Under Menus, configure key presses (e.g., 1 = Sales, 2 = Support).
   • Assign each option to a user, hunt group, voicemail, or external number.

5. Upload or Record Announcements

   • Go to Group Announcement Repository section.
   • Upload WAV files or use text-to-speech to create greetings.
   • Announcement can be added to the relevant AA in the Menus section

6. Enable Dial-by-Name Directory (Optional)

   • Activate and configure under Directory Settings.
   • Ensure users are included in the directory.

7. Test the Auto Attendant

   • Call the number and verify menu options, announcements, and routing.

User Experience

• Callers hear a greeting: “Thank you for calling [Company Name].”
• Menu prompts guide them: “Press 1 for Sales, 2 for Support…”
• Efficient routing: Calls are directed instantly based on input.
• Professional impression: Consistent and clear messaging improves brand image.
• Fallback options: If no input is received, calls can be routed to a default destination.