When setting up an auto-attendant's business greeting, ensure that all extensions are listed so callers can easily reach the right individuals or departments. Before creating the greeting, make sure the attendant's extensions are already set up.
It's important not to confuse an auto-attendant's business greeting with user greetings. User greetings play after a caller selects an extension and are managed individually by users through their accounts. The auto-attendant's business greeting is played when a call is answered and is managed by the system administrator.
Steps to Change an Auto-Attendant's Business Greeting:
1. Access the Auto-Attendant Settings:
- Go to the Phone System Manager, and select "Auto-Attendant" under the eVoice header.
- On the Auto-Attendant Menu(s) page, click on the name of the desired auto-attendant under "Auto-Attendants" on the left. The details will appear on the right.
2. Edit the Greeting:
- In the display pane, click the "Edit" button next to Greeting. This will open the Edit Auto-Attendant Greeting dialog box.
- You can either edit the current greeting or replace it with a new one.
3. Editing the Current Greeting:
- If it's an automated-voice or professionally recorded greeting, you can rename it by entering a new name in the "Greeting Name" textbox on the Create New tab, then clicking Save.
- To edit the text:
- The text displayed in the Greeting Text to be Read by Computer Voice or Word Count textbox might not match the current greeting. To hear the actual greeting, click the Play button at the top of the Create New tab or in the View Library tab next to the named greeting (marked as Current).
- For an automated voice greeting: Edit the text in the Greeting to be Read by Computer Voice textbox on the Create New tab, then click Save.
- For a professionally recorded greeting:
- Review the Greeting Charges information on the Create New tab.
- Edit the text in the Word Count textbox, select another language if needed, and check the box for accepting any applicable charges. Then click Save.
- NOTE: Changing the text and saving it creates a new greeting, which will appear in the View Library tab. You can rename or delete the previous greeting as needed. If the new greeting is professionally recorded, it will temporarily play in an automated voice until the updated recording is delivered.
4. Replacing the Greeting:
- To replace the current greeting with a new or existing one, follow the instructions in step 4 of "Create an Auto-Attendant's Business Greeting."
- After making changes, call the attendant to ensure the greeting and extensions are correct. If using a professionally recorded greeting, allow a few days for processing.
Updating an Auto-Attendant's After-Hours Greeting
To update an auto-attendant's after-hours greeting:
1. Access the Auto-Attendant Settings:
- Go to the Phone System Manager, and select "Auto-Attendant" under the eVoice header.
- On the Auto-Attendant Menu(s) page, click the name of the desired attendant. The details will appear on the right.
2. Edit the After-Hours Greeting:
- In the display pane, click the "Edit" button next to After-Hours Greeting. This will open the Edit After-Hours Greeting dialog box.
- If needed, adjust your business hours by clicking the Edit Schedule link.
- To change or replace the greeting, click Next and follow the instructions under step 3 of "Change an Auto-Attendant's Business Greeting."
3. Confirm the Changes:
- Call the attendant to ensure the after-hours greeting is recorded correctly. If using a professionally recorded greeting, allow a few days for processing.