How to setup Auto Attendant in Gamma Horizon
In this guide, we explain everything you need to know about setting up an Auto Attendant in your Gamma Horizon office phone system.
The Auto Attendant feature allows callers to your company to be automatically transferred to a person or group without the intervention of an operator or receptionist.
There is no limit on the number of Auto Attendants a Company can have. However, there is a limit of up to 3 levels of Auto Attendants (for example, you can have one auto attendant going to another auto attendant three times).
Setup Auto Attendant
Before you start to set up your Auto Attendant, you need to make sure that you have an Auto Attendant Add-on to do this. This is done by completing the following actions:
- Log into the Gamma Portal and go to Provisioning and Service Management, Hosted, Horizon and Horizon Manage Company.
- Select your account and locate the company that you want to set up an Auto Attendant.
- Using the Actions drop-down, select Manage Bolt-Ons.
From here, you can see what bolt-ons you have and how many are currently in use. If you need to add any more Auto Attendant add-ons if you scroll to the bottom of the page and click Add More Bolt-Ons, and then you can add as many bolt-ons as you need.
Log into the Gamma Portal and go to Provisioning and Service Management, Hosted, Horizon and Horizon Manage Company.
Select your account and locate the company you want to set up an Auto Attendant for by using the Actions button and then selecting Login to Horizon.
Once you're in the Horizon Portal, select Call Groups and then Auto Attendant.
From here, you can add a new Auto Attendant by clicking the Add button. This will load up the wizard to set up the Auto Attendant. From here, you should:
- Select the site you want your Auto Attendant to be on
- Give the Auto Attendant a name and username
The Dialling Scope is:
Scope of extension dialling
If extension dialling is selected as an option, this specifies where Horizon should limit its search to for the entered extension - either the department, site or company.
Scope of name dialling
If name dialling is selected as an option, this specifies where Horizon should limit its search to for the entered name - either the department, site or company.
Name dialling entries
If name dialling is selected as an option, what format must the caller enter the name of the user they wish to speak to.
The top half of the screen is there to ensure the auto-attendant links to the right Schedule for your company. You can either select Use the same menu all the time or Use different menus during and after business hours.
If you select Use different menus during and after business hours, you can then choose from the drop-down menu the Schedules that defines open and closed hours.
The second half of the Menu Options screen is a grid that corresponds to the buttons on a telephone keypad, and you've got two options: Open Hours and Closed Hours. The options for each button is:
Transfer with prompt
This will allow the user to hear a recorded message played once they have selected a menu item ("Please hold whilst we connect you"). This option also plays the recorded voicemail message that a user sets. If your user has recorded more than their name for the voicemail greeting, this message will play here.
Transfer without prompt
This will forward the call to the required destination once a menu item is selected. This destination could be a user, hunt group or new auto-attendant.
Transfer to operator
This will forward the call to a set telephone number/extension after ten seconds.
This will allow a caller to type in a name based on your dialling scope through the Horizon handset, i.e. the first name Mike would be "6453" and the last name Green would be "47336".
This will allow the caller to type in a user's extension, allowing the call to connect to this extension based on your dialling scope.
This option will replay the call recording associated with this auto attendant to replay the menu items to the caller effectively.
This will terminate the call on behalf of the calling party.
The Transfer options will load up the Search Directory screen so you can search for the exact number you want to transfer the call to.
You then need to define a number for the auto attendant, an extension number for internal call routing and a display name for presentation once the call is delivered.
The final step is to upload an audio file to be played when the call is connected. If you record the message with your Horizon phone, you don't need to upload anything here and go to the Recording an Auto Attendant message with my Horizon Phone.
You can use our guides Create Audio Files to use with Horizon and Convert Audio Files to use with Horizon on the Knowledge base.