In today's fast-paced business world, where every interaction counts, your auto attendant plays a pivotal role in shaping customer perceptions and experiences.
How Auto Attendants Work
When someone calls your business, they are greeted by the Menu Prompt — the initial message that introduces the available options. For example: “Thank you for calling ABC Company. For Sales, press 1. For Support, press 2.” The Dial Pad Menu then processes the caller’s input and directs the call accordingly.
Auto Attendant Benefits
Your auto attendant is more than just a voice on the phone—it's your business's digital receptionist and often the first point of contact for your customers. While it may operate quietly in the background, its impact on your company's image is profound.
Efficiency
Callers are directed without delay to the appropriate destination.
Professionalism
A polished menu prompt enhances your business’s image, reflecting your brand's personality and values.
Accessibility
Multiple options ensure that customer needs are met promptly.
Auto Attendant Features
The Sonar portal offers a robust Auto Attendant feature set that is designed to be intuitive and highly customizable. With a few simple steps, you can configure essential components to tailor the system to your business’s needs.
Key Auto Attendant Components to Configure
As an Office Manager, you can configure the options below for your Auto Attendants.
Menu Prompt
This pre-recorded greeting sets the tone for your caller’s experience. It’s their first point of interaction, so it should be clear, professional, and concise.
Example: “Welcome to XYZ Solutions. To speak with Sales, press 1. For Customer Support, press 2.”
Dial Pad Options (Call Handling)
Routes assigned to keypad numbers. Assign specific actions to each number on the caller’s keypad. Each option must have a configured route to ensure callers are directed appropriately.
Example: if callers are prompted to press 1 for Sales, you need to set up the line 1 route to connect to your Sales department or queue.
Dial Pad 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.
Additional Features:
- Main Message (Menu Prompt): The introductory message greeting callers.
- Additional Options: Configure responses for no-key handling and integrate speech keywords for accessibility.
- Language Options: Offer greetings and menus in English, French, and Spanish to accommodate diverse callers.
- Intro Greetings: Customizable introductory messages are configured within the Music-on-Hold tab.
By leveraging these components, your Auto Attendant can provide a polished and efficient communication experience that enhances your organization’s image and operational efficiency.
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.
Auto Attendant Iconography
|
Edit a greeting or auto-attendant message.
Play a greeting or message.
Manage audio files and greetings.
Download a .wav audio file.
Delete a greeting or message.Getting Started
While you can technically add as many Auto Attendants as needed, we recommend maintaining a streamlined and organized call flow for optimal efficiency and user experience.
Create Your Menu Prompt: Draft and record a professional greeting that aligns with your business’s branding.
Configure the Dial Pad Menu: Map out each option (e.g., press 1 for Sales) and set up the corresponding routes for those options.
Test the System: Ensure each option works as intended to avoid caller frustration.
