614 Matrix ETERNITY NE System Manual
Auto Attendant
Auto attendant feature allows external callers to reach an extension directly without the intervention of the Operator.
If Auto Attendant is enabled on a trunk, whenever an external call lands on that trunk, the Built-In Auto Attendant or
the Voice Mail Auto Attendant of SARVAM UCS, greets the caller and prompts the caller to dial the desired
extension number. The call is then transferred to the extension number dialed by the caller.
SARVAM UCS also offers Delayed Built-In Auto Attendant, whereby incoming calls to Extensions defined as the
landing destinations, can be answered by the Built-In Auto Attendant or the Voice Mail Auto Attendant, if none of
the landing extensions answers the call within a certain time period.
Auto Attendant can be used by regular callers who know extension numbers to reach the desired extensions
without Operator assistance. Thus, Auto Attendant reduces call traffic on the Operator extension, saves call set-up
and transfer time for the callers. It is particularly useful during non-working hours and holidays, and projects a
professional image of the organization.
Delayed Built-In Auto Attendant works only when you have selected Operator or Extensions as the
landing destination for incoming calls on the trunk.
Built-In Auto Attendant will not work, when the dialed extension has Privacy from Built-In Auto
Attendant enabled in its Class of Service. So, if you want to prevent external callers from accessing
certain extensions, enable Privacy from Built-In Auto Attendant in their Class of Service. See “Privacy”.
How it works
Auto Attendant can be configured on all trunk types—CO, Mobile, SIP—for the Day (working hours), Break hours
and Night (non-working hours).
When configuring Auto Attendant on a trunk, you may select either the Built-In Auto Attendant or the Voice Mail
Auto Attendant as the destination for incoming calls.
Built-In Auto Attendant
When Built-In Auto Attendant of SARVAM UCS is selected as the destination for incoming calls on a trunk, this is
how Built-In Auto Attendant will work:
• A call lands on a Trunk.
• The system waits for the period of the Built-In Auto Attendant Answer Wait Timer (default: 05 seconds) to
answer the call. The caller gets Ring Back Tone from the CO network during this period.
• The system greets the caller with the pre-recorded voice message called the Built-In Auto Attendant
Welcome Greeting for the current time zone. A Voice Module must be assigned for the Built-In Auto
Attendant Welcome Greeting.
• The Built-In Auto Attendant Welcome Greeting message is played once.
If no voice module is assigned as Welcome Greeting, the system will play music-on-hold after answering
the call until the end of the Built-In Auto Attendant Music Timer (default: 5 seconds).
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