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Manage your Automated Attendant settings for Business VoiceEdge

Updated 8/9/2017 1:19:33 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 1-800-391-3000.

Access your settings

  1. Step 1:

    Sign in to My Account and select VoiceEdge Admin from the Manage Services dropdown.

  2. Step 2:

    Select Automated Attendant.

Manage Automated Attendants

  1. Step 1:

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

  2. Step 2:

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

  3. Step 3:

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

  4. Step 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. Step 5:

    Select Manage Call Forwarding Selective.

  6. Step 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. Step 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. Step 8:

    Select Add Rule to create a new Selective Forwarding rule.

  9. Step 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. Step 10:

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

Update Business Hours or After Hours

  1. Step 1:

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

  2. Step 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. Step 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 identifed, 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. Step 4:

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

  5. Step 5:

    When you are finished updating your Automated Attendant, select Save & Continue. You can record or upload your greeting or opt to use our professional recording service, SNAP recording, to pair a greeting with your Automated Attendant.

  6. Step 6:

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

Access your settings from your phone

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

  1. Step 1:

    Dial extension 9999 (or 999) from any phone, or press the messages button on your phone.

  2. Step 2:

    Enter your passcode and press *.

  3. Step 3:

    Enter 9999 or 999, the Voice Portal extension.

  4. Step 4:

    Enter your Voicemail Group PIN/passcode followed by #.

    Note: If the PIN/passcide is not available, it can be reset by an Admin by going to Advanced Settings and Voicemail.

  5. Step 5:

    Press option 1 and you will be able to record your own Automated Attendant greeting for both business and after hours menus.

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