"Press 1 for sales, press 2 for support..."
Auto Attendant, or Switchboard, is a powerful call management system that lets your callers direct themselves to the right department using a recorded menu system and their telephone keypad.
This switchboard feature is also known as a Virtual Receptionist, Personal Assistant (PA) or Virtual Call Centre.
Auto Attendant also lets you record your own switchboard menu - giving your customers a friendly, realistic voice.
Initial Steps
- Activate Auto-Attendant On your account screen - List numbers (or Reroute) page, select Auto-Attendant from the choice of destinations.
- Select the preferred time-out for your caller to return to the your Menu, if the extension does not answer.
- Leave-a-Message? If you do not want the caller to return to Menu, then, set ICD to "Leave-a-Message". Now, if an extension does not answer or is busy, the caller will be asked to Leave-a-Message. Unlike Voicemail, you cannot change the Leave-a-Message greeting, but you still receive any recorded message, by email, as normal. Selecting Leave-a-Message also lets you screen Anonymous callers - just check the Anonymous box. Now any caller that withholds their number will be asked to leave a message. (If you prefer you can select any phone or mobile number instead of Leave-a-Message)
- Setup your Extension Numbers and Labels - Just click MENU and then add your Labels and Phone numbers. If you choose your labels carefully, the page will try and generate a suggested script to help you record your Auto-Attendant greeting menu.
- Change the default Extension Number - If the caller does not press any key, the system will repeat your menu greeting three times and then connects to extension number 1. If you want a different extension, then just click the preferred radio button on the right of the extension you want (under "No Key Press?"). If you want to force the user to make a selection then click the radio button marked "hang-up". The system will then simply hang-up after your greeting menu has been played three times.
- Recording your Auto-Attendant greeting: Dial 0370 321 0001, then enter your Flextel number and PIN when requested and when prompted record your "Greeting".
Example
You may run a small company, with specialists in certain areas, so you to create an automatic switchboard you could record your greeting with the following text:-"Thank you for calling, ABC Limited.
To speak to a salesman, press 1.
For the accounts department, press 2.
For technical assistance, press 3.
Or to leave a message, press 4."
| Label | Phone Numbers | |
| 1. | Joe (sales) | 0207 123 45678 |
| 2. | Sandra (accounts) | 07822 012345 |
| 3. | Me (Technical) | 07892 543210 |
| 4. | Voicemail | 0844 500 1010 |
Auto Attendant is completely free when used with 070, 0871 and 0844 numbers.
For other numbers, the rates can be found on our Pricing section. Any charging commences when the Auto Attendant answers a call on your behalf and starts playing the menu.
Charges for calls from Auto Attendant to extension numbers
Calls to the Auto Attendant's voicemail and sub-menu are always free. You pay nothing unless the call is answered on an extension number, at which point there may be additional charging depending on which number type the auto-attendant uses.
We don't like hidden charges so, you will always be alerted to any charges when entering your extension destination numbers on setting up or changing your Auto Attendant.
For more details see our Pricing section.
To set up call recording, simply go to your Auto Attendant control panel and click the record icon: 
which will then turn red: 
When calls are now answered by an extension, they will be recorded and emailed to your selected email address, as an attached audio file in standard (.wav) format.
The default email address used is your Account email address. However, each number can have its own email address. Go to the Reroute page for the number to set this.
For more information see Call Recording
Sub-menus
Get another Flextel number and switch on Auto Attendant for your second number too. When you make this number one of your menu options, your caller will be taken to your second menu.
Callers can always return to your main menu by pressing * (star/asterisk) - you may wish to tell them this in your sub-menu's recording.
Example:
Thank you for calling ABC Limited.
- To speak to a salesman, press 1.
- For John, press 1
- For Pete, press 2
- to return to the main menu, press star
- For the accounts department, press 2.
- For Sandra, press 1
- For Bob, press 2
- For Ravi, press 3
- to return to the main menu, press star
- For technical assistance, press 3.
- For Tim, press 1
- For Toni, press 2
- Or to leave a message, press 4.
Mailbox
You can also use a third Flextel number as your dedicated mailbox by simply routing this number to voicemail. Just list this new number as one of your main or sub menu options and announce it in your recording.
For other ideas see our Auto-Attendant FAQ
Did you know that Auto Attendant comes with our Call Gateway service included? This lets you create a hidden option to dial any mobile or international number when hearing the Auto Attendant menu.
How do I set it up?
To switch on Call Gateway, go to your Auto Attendant control panel and select the number you want to present in the menu.
Dial 9, enter your Flextel PIN. If the PIN is valid you will hear dial tone. Now dial the number of your choice.
If you wish to hide this option from your callers, make sure you do not include it in your menu recording.
See Call Gateway to find out more about the benefits and pricing information for this service.
