Create Auto Attendant

1. Log in to portal.gigtel.com

 

2. Navigate to Auto Attendants

 

 

3. Click Add Attendant

 

 

4. In the popup fill out the following information:

Name: Enter any descriptive name. The best practice is to prefix your name with AA. Only use alphanumeric characters. No special characters.

Extension: Enter any unused extension as per Reserved Number Space.
NOTE: Ensure the extension is not already in use or the user will be converted an Auto Attendant and be recreated

Time Frame: default (all the time)
NOTE: We suggest to ALWAYS set Attendants to default for the Time Frames. If created with Time Frames you will not be able to route calls to the Auto Attendant outside of that time frame, and cannot change the time frame after the fact. The Auto Attendant will have to be recreated. If need to use Time of Day routing to an Attendant please see How to Configure Time of Day Routing.

 

 

5. Click Add

 

Configure Dial Pad

 

1. Click on the Auto Attendant to modify

 

2. Select a number from the Dial Pad Menu and choose one of the applications

 

User: Transfer call to any extension. The caller ID prefix allows a string to be prepended to the incoming caller ID NOTE: Make sure Enable Enhanced Voicemail is unchecked 

Conference: Transfer call to any conference bridge.

Call Queue: Transfer call to any call queue.  The caller ID prefix allows a string to be prepended to the incoming caller ID 

Directory: Plays a company directory with a dial by name. Any users that have the "List Directory" option will be listed here.

Voicemail: Sends call directly to a user's voicemail box.
NOTE: Make sure Enable Enhanced Voicemail is unchecked

Voicemail Management: This allows the caller to access any user's voicemail and change administrative options. Requires extension number and voicemail PIN for access.

External Number: Forward to an off-net number (cell phone or answering service)

Play Message: Plays a recorded message, then gives you the option to transfer the caller.

Repeat Prompt: Repeats Menu Prompt

Add Tier: Adds another level of Auto Attendant menus

 

 

3. Repeat these for each select dial pad option then Click Save

 

Configure Additional Options

 

1. Click on the Gear to the right

 

 

2. To disable the ability for caller's to dial a particular user's extension, uncheck Enable Dial by Extension

 

3. Choose what occurs if If no key is pressed, by repeating the prompt, hanging up, or following one of the configured key options

 

4. Choose what occurs if If unassigned key is pressed, by repeating the prompt, hanging up, or following one of the configured key options

 

5. Timeout before the first digit: This allows users to set the amount of time needed to pass before a caller is directed to the If no key is pressed routing. This is useful for Auto Attendants that are being used to play messages before forwarding as you can limit the timeout to 1 second instead of giving the caller a chance to dial an extension. 

Timeout after the last digit: This option allows users to set the amount of time a caller has after pressing a digit. This is useful for Auto Attendants that do not have Dial by Extension enabled since the user can route calls for the dial pad menu immediately, or give callers a little more time to press the menu options or dial extensions if desired. 

 

6. Click Done

 

Speech Key Words

 

Speech Recognition allows for mid-call speech detection. When callers reach an Auto Attendant they can speak, rather than selecting digits from the dial pad. Based on the spoken request, calls are routed, eliminating the need for the caller to press digits to route calls.

 

 

1. On the Speech Keywords tab, you will see the digits configured in the Dial Pad Menu and the destination they are routed to.

 

2. Click on a digit and a field will appear. Enter the words you would like to use in order to match this option. For example, if you wanted the number 1 to route to Tech Support you could use the words Tech Support, Support, etc; so when callers say those keywords it will route the caller to the destination configured.

 

3. You will enter each individual keyword(s) followed by the Add button or by hitting enter on your keyboard. The keywords will be displayed as chips in the top left; as shown below.

 

 

 

Add Attendant Greeting

 

1. Click the edit pencil under Menu Prompt

 

 

2. Select Text-To-Speech, Upload, or Record

Text-To-Speech: Type in the desired message and choose a preferred voice. Users may select the play button to listen to the final result.

Upload: Browse and upload a wav or mp3 file, enter a name in the description field

Record: Enter an extension or phone number and name in the description field. Click Call. The PBX will call the entered number to record a message.

 

 

3. Click Save

 

Add Intro Greeting (Optional)

The intro greeting is an optional message that always plays first and cannot be skipped. It is useful for messages such as "All Calls are recorded for quality and training purposes" or other messages that callers must listen to all the way through. Still requires an Attendant Greeting if used.

 

1. Click the speaker icon next to Intro Greetings

 

 

2. Click Add Greeting

 

 

3. Select Text-To-Speech, Upload, or Record

Text-To-Speech: Type in the desired message and choose a preferred voice. Users may select the play button to listen to the final result.

Upload: Browse and upload a wav or mp3 file, enter a name in the description field

Record: Enter an extension or phone number and name in the description field. Click Call. The PBX will call the entered number to record a message.

 

4. Select the desired Time Frame. Usually, this is Default unless the message should only play during specific times, such as Holidays to inform callers that the business is closed

 

 

5. Click Save

 

Adding a Pause to the Text to Speech Audio

When using text to speech to create the auto attendant greeting there is two ways to insert brief pauses in the audio. 

The first way is to simply use a period (.) as a normal part of the sentence. This will insert a brief pause before continuing on with the next sentence. The next way is to use the token <break time="3s"/>. 

Example would be "Thank you for calling. <break time="3s"/> please select from the following options". This would insert an additional 3 seconds of pause time in the audio before continuing. 

At this time, <break time="3s"/> can only be used with the following voices. 

• Alison
• Henry
• Kevin
• Lisa 
• Michael
• Olivia