McDewey

C H A P T E R 15 Auto-Attendant • Auto-Attendant Overview, on page 151 • Cisco Unity Connection Configuration, on page 152 • Cisco Unified CCX Configuration, on page 156 • Cisco Unity Express Configuration, on page 158 Auto-Attendant Overview Auto-Attendant allows callers to locate people in your organization without talking to a receptionist. You can customize the prompts that are played for the caller. Auto-Attendant works with Unified Communications Manager to receive calls on specific telephone extensions. The software interacts with the caller and allows the caller to search for and select the extension of the party (in your organization) that the caller is trying to reach. Auto-Attendant provides the following functions: • Answers a call • Plays a user-configurable welcome prompt • Plays a main menu prompt that asks the caller to perform one of three actions: • Press 0 for the operator • Press 1 to enter an extension number • Press 2 to spell by name If the caller chooses to spell by name (by pressing 2), the system compares the letters that are entered with the names that are configured to the available extensions. One of the following results can occur: • If a match exists, the system announces a transfer to the matched user and waits for up to 2 seconds for the caller to press any Dual Tone Multifrequency (DTMF) key to stop the transfer. If the caller does not stop the transfer, the system performs an explicit confirmation: it prompts the user for confirmation of the name and transfers the call to the primary extension of that user. • If more than one match occurs, the system prompts the caller to choose the correct extension. • If too many matches occur, the system prompts the caller to enter more characters. Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs 151