Manage your Automated Attendant settings for Business VoiceEdge (video)

Updated 10/10/2018 9:48:40 PM by Comcast Expert
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Introduction

Automated Attendant ensures that incoming calls receive prompt, consistent and professional treatment. Customers route themselves via menu prompts directly to the specific information or department they seek. Automated Attendants can provide information frequently asked for, such as hours of operation, sales and daily specials announcements or detailed directions to your location. Only an Admin can manage Automated Attendant settings. Five Automated Attendants are included with your Business VoiceEdge service, to add an additional Automated Attendant, call 1-877-761-7401.

If you do not record or upload an audio file for your Automated Attendant greeting, the following greeting will play (whether or not any of the Automated Attendant menus are populated):

Welcome, your call is being answered by an Automated Attendant. If you know your party’s extension, press 1. To use our automated name directory, press 2. If you would like to speak to an operator, press 0. Thank you for calling.

Note: This message may not match the key selection you have set for your Automated Attendant.

Access your settings
Manage Automated Attendants
Update Business Hours or After Hours
Record your greeting
Record your greeting over the phone

 

Access your settings

  1. Sign in to My Account and select Business VoiceEdge Manager from the Services menu.


     
  2. Select Automated Attendant.

 

Manage Automated Attendants

  1. Select the Expand icon to view the Keypad settings of a specific Automated Attendant.


     
  2. Select Business hours or After hours to create or view different keypad settings for that Automated Attendant.

  3. Select Manage Automated Attendant and then select the Pencil icon to change the settings.


     
  4. Make selections for the following details and then select the Checkmark to confirm:

    Automated Attendant name - Allows you to identify which Automated Attendant you are using.

    Dial By Name - Allows callers to dial the corresponding keys of a user's name in order to reach their direct number. Choose between a user's last name or first and last name.

    Time zone - Set the time zone for your business.

    Time Schedule - Determine when your Automated Attendants will function. All day every day is the default option, but any saved schedules will also display in the dropdown.

    Holiday Schedule - Provides coverage for any changes to your regular Time Schedule. Holiday Schedules are prioritized over Time Schedules.

    First-level extension dialing during business hours - Allows callers to dial an extension at any time during a call, during business hours.

    First-level extension dialing during after hours - Allows callers to dial an extension at any time during a call, during after hours.

  5. Select Manage Call Forwarding Selective.

  6. Turn the Call Forwarding Selective feature On or Off.

    Note: Call Forwarding Selective cannot be enabled unless there is at least one active Call Forwarding Selective rule created.

  7. Select the Pencil icon to enter the Default Forwarding Phone Number or Extension to forward the incoming calls and select the Checkbox to enable the Play Ring Reminder When Call is Forwarded option. Select the Checkmark to confirm.

  8. Select Add Rule to create a new Selective Forwarding rule.

  9. Enter the Rule Details. Under Call Types, select Any Phone Number to forward any caller or enter Select Numbers. Select Save when you are finished.


     
  10. Select I'm Done to return to the Automated Attendants screen.

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Update Business Hours or After Hours

  1. Navigate to the Manage Automated Attendant screen and select the attendant you want to update.


     
  2. Select a keypad number, Routing Action and Phone Number or Extension.


     

    Select Change Key if you need to make a different keypad selection.


     
  3. Select a Routing Action:

    Transfer With Prompt  - The caller will hear "Your call is being transferred, please hold" before being transferred to a specific number.

    Transfer Without Prompt - The call will be transferred with no message.

    Transfer To Operator - The caller will hear "Please stay on the line while your call is transferred to the operator" before being directed to the operator.

    Name Dialing - Allows a caller to dial in letters of a user's name. Once the user is identified, the call will be forwarded.

    Extension Dialing - Allows a caller to reach a user by dialing their extension.

    Repeat Menu - Replays the Automated Attendant greeting.

    Exit - Ends the call.

  4. Enter a destination Phone Number or Extension or select a specific user to receive the call.

  5. When you are finished updating your Automated Attendant, select Save & Continue.

  6. Select Record Your Greeting and use a microphone to record the message. Replay your recording and select Save to confirm or Record again to record again.

    Or select Upload Your Recording to upload an existing .wav file recording from your computer.


     
  7. Select Save & Continue when you are finished with your greeting.

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Record your greeting from your phone

In addition to My Account, you can also change your Automated Attendant greeting from your phone.

  1. Press the Envelope button from the home screen. This is the same as if you were going to check voicemail.

  2. Press the * button.

  3. Press 999. If you are configured for 4-digit extensions, press 9999

  4. Enter the Portal PIN number.

  5. Press #.

  6. Press 1.

  7. Press 1 to record the Business Hours greeting, or 2 to record the After Hours greeting.

    If you have more than one Automated Attendant, you will need to enter the extension of the AA you want to access.

  8. Listen to the prompts to begin the recording.

Reference this PDF for quick steps to record your greeting through the BVE Portal or over the phone.
 

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