Automated attendant
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In telephony, an automated attendant (also auto attendant or auto-attendant, or sometimes autoattendant or AA) system allows callers to be automatically transferred to a user's extension without the intervention of a receptionist. A receptionist, who acts as the telephone operator, can be reached by pressing 0 on most systems. The automated attendant is a feature on most modern PBX and key phone systems.
There is often a 'dial-by-name' directory to find user on a system. The dial-by-name directory is usually set up last name followed by first name. Once the user name is announced the caller can press # and it will automatically ring the extension, sometimes after announcing the correct extension number for the caller's future reference.
A phone can be set to "do not disturb" to forward all calls directly to voicemail without ringing the extension. Express messaging is used when the caller does not want to disturb the user, or is calling a guest mailbox without a phone.
On many systems there are message-only information "mailboxes" so that a company can give business hours, directions to their office, job offerings, and answers to other frequently asked questions. These mailboxes may be forwarded to the receptionist after each message plays, or the user can return to the main menu.
Automated attendants have many different uses, such as some colleges which have telephone registration where the caller uses the key pad or interactive voice response to register for courses or check grades.
Other features of automated attendant systems include transferring to another outside phone line, connecting two companies via wide-area networking and VOIP, and incorporating software (like Outlook Express and others) to have unified messaging. Some also have ACD/UCD features.
Many auto-attendants are programmed very poorly by their owners, leading to what has frequently been called "voicemail hell" (though the name is a misnomer). Large companies often try to force callers through a seemingly endless series of questions and menus before anyone will actually answer the phone to give a simple answer. Some are even recursive leaving users stuck in an infinite loop. This is now a major source of frustration for many U.S. consumers, who have also felt a decline in customer service in general.
[edit] External links
- Windows-based automated attendant server
- Automated attendant integrator and Voice Over IP service reseller
- Hosted automated attendant service
- Auto Attendant for Call Centers
- Inteliphone provides Auto Attendant functionality.
- Popular Automated Attendant phone systems.
- How to set up a virtual marketing system
- Network Telsys - Canadian hosted automated attendant service
