Auto attendants, or “digital receptionists,” are pre-recorded voice menus that give callers transfer options.  In today's fast-paced business world, where every interaction counts, your auto attendant plays a pivotal role in shaping customer perceptions and experiences. 

Accessing Auto Attendants 

You must be in Manage Organization to access the Auto Attendant tab.  

To listen to an auto attendant's main message, click the play icon on the left.

To edit an auto attendant, click the attendant's name or the pencil icon to bring up the edit pop-up menu. 

To add a new auto attendant, click the Add Attendant button on the right. 

Creating New Auto Attendants  

During your onboarding process, a net2phone Canada agent will help you in the creation of auto attendants and your call flow. To add an auto attendant, click the Add Attendant button, enter a unique name extension, and assign a predefined time frame. 

Check out this article to learn how to record messages for your auto attendant. 

Manage Auto Attendants

The Sonar portal offers a robust Auto Attendant feature set, which is mostly self-customizable. As an Office Manager, you have the ability to configure the following options for Auto Attendant: 

• Main Message (menu prompt)
• Dial Pad Options (call handling) 
• Additional Options (no-key handling and speech keywords for accessibility) 
• Language Options (English, French, and Spanish) 
• Intro Greetings (configured within the Music-on-Hold tab) 

Auto Attendant Main Message 

You can find the main message for an auto attendant directly underneath the Menu Prompt section on the left side of the page. 

Dial Pad Options: Call Handling 

The dial pad options are the backbone of your Auto Attendant call handling system. When choosing a key # for an option, you will reveal a menu with the following choices. 

User Extension
Direct calls to a specific extension, adhering to the user's active Answering Rule. This option ensures personalized call handling based on individual preferences.

Call Queue
Guide calls to a specific Call Queue, streamlining high-volume call management. Note that this bypasses any answering rules set for the Queue's user account.

Directory
Enable callers to reach their desired party by inputting the first three letters of the person's last name (or first name, if configured). Company directories enhance caller autonomy and reduce operator workload.

Voicemail
Send callers directly to a specified voicemail inbox, ideal for after-hours or overflow call management.

External Number
Route calls to an off-net number, expanding your reach beyond the internal system. Enter the number as a 10-digit string, using only numerical characters.

Play Message
Deliver pre-recorded information to callers; you can record messages on demand, upload audio files (.wav or .mp3), or utilize the Sonar text-to-speech feature with multi-language options.

Repeat Prompt
Restart the Auto Attendant recording from the beginning, ensuring callers don't miss important information.

Add Tier
Create a nested Auto Attendant within the current one, offering more complex routing options. Secondary nested auto attendants support all the above features; however, you cannot create tertiary nesting. 

Additional Options 

Additional Auto Attendant configuration options can be accessed by clicking the gear/cog icon on the right side, within an auto attendant's main settings. 

Enable Dial by Extension (checkbox)
Activate this feature to allow callers to input full extension numbers. When enabled, the system listens for valid extensions and routes calls accordingly, streamlining the connection process.

No Key Press Handling
Define the system's response when a caller doesn't press any key within the specified timeout period. This ensures that inactive calls are managed efficiently. 

Unassigned Key Press Management
Specify how the system should react when a caller presses a key that isn't assigned to any function. This helps in gracefully handling user errors or misunderstandings.

Your options for both No Key Press Handling and Unassigned Key Press Management are: 

• Repeat the greeting prompt 
• Hangup 
• Follow a configured dial pad option #. 

Auto Attendant Language Options 

Canada's rich linguistic diversity is reflected in its business environment, with many companies operating in both English and French. At net2phone Canada, we recognize the importance of seamless bilingual communication. Sonar's flexible auto attendant system is designed to meet the unique language requirements of Canadian organizations, ensuring clear and professional communication with all your clients, regardless of their preferred language.

Bilingual Communication Made Easy!

Whether your business primarily uses one language or needs a fully bilingual setup, our system allows you to customize your auto attendants accordingly.

• Designate specific lines for English or French prompts
• Set up tier-level auto attendants in both languages
• Create separate English and French auto attendants (this article) 

Call handling flexibility ensures that your callers receive a professional greeting in their preferred language, enhancing their experience from the first point of contact.

 

How to Change Your Auto Attendant Language

You must be in Manage Organization to access the Auto Attendant tab.  

1. Click the Auto Attendant tab in your Sonar portal.  
2. If you have multiple auto attendants, choose which you'd like to edit by clicking its name or its pencil icon.
3. Under Menu Prompt, click the language drop-down menu and choose from the following languages:
   • Default (English-Canada) 
   • English-United States 
   • Spanish-Mexico 
   • French-Canada 
4. (Optional) Under the "Dial Pad Menu" choose a key number and auto attendant option (e.g., play message). 
   Learn how to record messages for auto-attendant options. 
5. (Optional) Depending on the application option selected in step 4, fill in any necessary fields. 
6. Click Save before navigating away from this page.  

Auto attendants provide a voice menu system that answers incoming calls and gives callers options to route their calls to the appropriate department or individual within an organization. Learn how to record options for your organization's auto-attendant options in the Sonar portal. 

How To Record A Message For Auto Attendant Options

You must be in Manage Organization to access the Auto Attendants tab.

1. Click the Auto Attendants tab in your Sonar portal.
2. Click the name or the pencil icon of the auto attendant you want to edit.
3. Choose the # option you would like to use.
   Any dial pad number with an icon below has already been assigned and cannot be used.
4. Click Play Message.
5. Click the Speaker icon to Manage Audio. 
   Clicking the description box will also trigger the pop-up to Manage Audio.
6. Click Record.
7. Enter a description for the option. 
8. Enter a phone number or extension you will use to record the option.
9. Click the Call button and follow the voice prompts.
10. Click the Done button to save the message.
11. Choose what will happen after the message is played (i.e. repeat, hang up, or follow).
12. Click Save before navigating away from the configuration page. 

Add Auto Attendant Tiers 

If you need to add more auto-attendant options and have run out of keys, you can create tiers using the Add Tier option.

You can designate a language for any Auto Attendant option, within any tier. 

For your convenience, net2phone Canada offers text-to-speech for auto-attendant messages. 

How to Create a Text-to-Speech Auto-Attendant 

⚠️ CAUTION!! 

Click the speaker icon under Menu Prompt, be careful not to use the speaker icon underneath the Intro Greeting section of this page.  

Text-to-speech introductory greetings can be configured in the Music-on-Hold tab. Learn more about Auto Attendant Intro Greetings at the bottom of this article. 

 

You must be in Manage Organization to access the Auto Attendants tab.

1. Click the Auto Attendants tab in your Sonar portal.
2. Click the name or the pencil icon of the auto attendant you want to edit.
3. Click the pencil icon underneath Menu Prompt to edit. 
   ⚠️Do not use the speaker icon next to Intro Greetings. Using the wrong location may cause your auto attendant to malfunction due to different time frame configurations.
   
4. In the "Manage Audio" pop-up menu, click the radio button for Text-To-Speech.
5. Enter a recognizable description of the greeting.
6. Type out your message.
7. Choose English or French, and your preferred voice.
   (Optional) Click the play button to listen to the message.
8. Click Save.
   

How to Add Text-to-Speech to a Dial Pad Option

You must be in Manage Organization to access the Auto Attendants tab.

1. Click the Auto Attendants tab in your Sonar portal.
2. Click the name or the pencil icon of the auto attendant you want to edit.
3. Under the Dial Pad Menu, choose the # option you want.
   Any dial pad number with an icon below has already been assigned and cannot be used.
4. Click Play Message.
5. Click the speaker button for Manage Greeting.
6. Click the radio button for Text-To-Speech.
7. Enter your message, choose English or French, and your preferred voice.
   Click the play button to listen to the message.
8. Click Save. 
   

How to Add Text-to-Speech to Intro Greetings 

Music on Hold Filters 

Find a user's music – Search for a specific extension number. 

Type – Filter by the extension category. The options are All, User, Site, and Queue.  

Hide Users Without Music on Hold – Filter your search by removing all extensions without any music on hold configured. 

Hide System Users – Filter your view to show only “regular Sonar users” in your organization, hiding Auto Attendants and Call Queues. All users, including regular users, remain part of the Sonar system. 

Regular Sonar Users – Basic User, Office Manager, Call Center Agent, Call Center Supervisor. 

 

You must be in Manage Organization to access the Auto Attendants tab.

1. Click on the Music On Hold tab.
2. Search for the extension using the filter or scroll to find the auto attendant you want, click the name or penic icon to edit.
3. Click Add Introduction.
4. Click the radio button for Text-to-Speech.
5. Enter your message, choose English or French, and your preferred voice. 
   You can click the play button beside the voice drop-down menu to hear the message.
6. Click Save.
   

Auto Attendant Pro Tips!

• Test your message by calling the extension and choosing the auto-attendant option you just created.
• If you choose not to repeat your message and let your greeting play once, speak slowly and repeat any vital information that a caller may need to write down.
• If you need to add more auto-attendant options and have run out of keys, you can create tiers using the Add Tier option.

 

We recommend downloading all of your auto-attendant message recordings. 

How to Download an Auto Attendant Option

   You must be in Manage Organization view to access the Auto Attendants tab.

1. Click the Auto Attendants tab in your Sonar portal.
   
2. Click the name or the pencil icon of an auto attendant to open the configuration menu.
3. Click the auto-attendant Message option you want to download. 
   
   A gray bar will open underneath the key options.
4. Click the download icon under "Menu Prompt."
   

Deleting auto-attendant messages is easy once you know how, however, it can be easy to delete them accidentally, so we recommend downloading them after they are created.  

How to Delete An Auto Attendant Option

You must be in Manage Organization to access the Auto Attendants tab.

1. Click the Auto Attendants tab in your Sonar portal.
2. Click the name or the pencil icon of the auto attendant you want to edit.
3. Click the auto attendant option you want to delete.
4. In the gray overview bar of that auto attendant option, click the gray Remove button on the right side.
5. Click the Save button before navigating away from this page.

First impressions are crucial in business communications. Introductory greetings are a vital element of your auto attendant system. Keeping your dial pad options (Menu Prompts) separate allows for advanced customization. 

Access Introductory Greeting for Individual Extensions

You must be in Manage Organization to access the Music on Hold tab. 

1. Click the Music on Hold tab in your Sonar portal.
2. Choose the extension you want to configure by clicking the owner's name or the pencil icon to edit. 

How to Upload an Introductory Greeting 

Follow the steps above to access the configuration settings for the auto attendant, call queue, or user to which you want to add an intro greeting. Uploads must be in .wav or .mp3 file formats. 

1. Under the Messages section (on the right), click Add Introduction.
2. For "New Message," select the Upload radio button. 
3. Click Browse and select the file you want to upload.
4. Click Upload. 

Success: Find your Intro Greeting in the Messages Section! 

When the pop-up menu closes, you'll be back on the Music-on-Hold settings page, where you can find your intro greeting under the Messages section. The Messages section also contains the duration and file size, along with play message, download, edit, and delete buttons. 

 

How to Record an Introductory Greeting

Follow the steps above to access the configuration settings for the auto attendant, call queue, or user to which you want to add an intro greeting. 

1. Check the Play introductory greeting box.
2. Under New Greeting, select Record.
3. Enter the number or extension of the device you want to record your greeting.
4. Name your greeting so you can recognize it for future use.
5. Click Call and follow the voice prompt instructions:
   • Record your message after the beep.
   • Hit # to accept your new greeting.
6. Click Done when finished.

How to Add Text-to-Speech an Intro Greeting

Follow the steps above to access the configuration settings for the auto attendant, call queue, or user to which you want to add an intro greeting. 

1. Click on the Music On Hold tab.
2. Search for the extension using the filter or scroll to find the auto attendant you want, and click the name or pencil icon to edit.
3. Click Add Introduction.
4. Click the radio button for Text-to-Speech.
5. Enter your message, choose English or French, and your preferred voice.  
   Listen to the message before saving by clicking the play button beside the voice drop-down menu. 
6. Click Save.