Intelligent Auto Assistant
The primary function of Auto Attendant (iAA) is to allow you to create, in-house, a relatively simple voice response system that can be controlled by your business. This allows you to respond rapidly to changing circumstances and present a professional voice response solution to your customers and suppliers.
The Auto Attendant solution provides the same intuitive graphical user interface as the more complex Interactive Voice Response (iVR) product where applications are drawn by 'point and click'. It provides the user with the same building blocks, but only a limited number of blocks are included. These are selected to ensure you are automatically provided with the standard capabilities required.
Auto Attendant provides a graphical interface to enable the system administrator to set up call flows for individual profiles. For instance, to modify and control the individual's telephony extension interface to internal and external callers and to route calls appropriately, to ensure the minimum number of callers are passed to voicemail and the maximum number of calls are answered by someone who can help the caller.
Optional Upgrade: Voice Forms
Voice Forms can be used to add data capture capabilities to Auto Attendant. It allows information to be left in a more structured manner by inviting the caller to respond by speaking their responses to a series of prompts, for example, "Please speak your name."
Features and Benefits of the Auto Attendant
Feature |
Description |
Benefit |
Call Routing |
Menu: flexible menus offered to callers allow calls to be routed in line with their requirements.
Speak Phrase: allows customised prompts and announcements to be recorded on a PC, tested and deployed within the iAA application. |
• Gives callers more control with flexible
menu selection options.
• Calls can be routed effectively to better
meet the requirements of each caller.
• Present a professional company image
with appropriate announcements. |
Automated Services |
VoiceMail: In conjunction with
CorporateMailbox, a voice mailbox allows callers to leave a message. |
• Provide the caller with the option to leave a message and also to retrieve information. |
Call Delivery |
Transfer to a TeleWare user: The recipient may be an intelligent Number, intelligent Assistant or intelligent Contact Centre user.
Transfer to other Application: Calls can be passed from one IVR application to another. |
• Needs of the caller are more appropriately met
• Route callers to correct departments /
individuals |
Additional Value Added Capabilities: |
Voice Form |
Similar to VoiceMail but allows information to be left in a more structured manner by inviting the caller to respond by speaking the responses to a series of prompts, for example, "Please speak your name." |
• Customise messages and information
services
• Deal with callers requesting standard
information more effectively. |
Upgrade Options
The Auto Attendant Service is part of the suite of hosted business applications and so can be extended with other modules to meet changing business needs.
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Auto Attendant enables intelligent call routing and allows the creation and modification of simple voice response menus, including:
• Spoken phrases
• Dialling of alternative numbers
• Transferring of calls to an attendant or to a Teleware intelligent Number
• Leaving messages on the voicemail system (Corporate Mailbox required)
Optional Upgrade:
• Creating simple voice forms for collection of customer details |
 Download the Intelligent Auto Assistant PDF here
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