Feature Focus 2: Auto-attendant.
This article continues our introduction to basic and advanced features of IP PBX systems and shows how our products and services build upon them to provide ever greater client benefit.
Thank you for calling 500…
While one might assume that confronted with a computerised auto-attendant greeting would result in quick desertion of a potential client, businesses report that being able to quickly screen and route calls has led to an increase in customer satisfaction. The caller can be intelligently routed to the key individual or department they require, quickly.
Usually, your communications system is your potential client’s first impression of your business. The caller is likely to equate their experience of using your phone system as a measure of your business’ professionalism and well-handled calls can lead to greater business opportunities. The auto-attendant, acting like a ‘virtual switchboard operator’, identifies and greets callers, manages messages and faxes and routes calls to your present location, without the need of a human operator. For a smaller company, this could free up an individual for other important tasks.
Most VoIP PBX systems offer auto-attendant(s) as standard as do our systems.
Key features of an auto attendant include:
- Automated call answering with a personalised business greeting
- A customisable music on hold feature, will the caller waits
- Calls can be routed based on incoming caller-ids or requested extensions
- Calls can be forwarded to personal extensions, mobiles and home numbers
The 500 Premises offering…
Through our technology partner, Zultys, our IP PBX system can have up to 64 free auto attendants, servicing different applications or languages. Each can be set up individually.
A business may choose to publish 3 DDI numbers, for example, for Sales, for Marketing and for Support with each number having its own auto attendant routing calls to groups or individuals.
An alternate business may choose to offer a single DDI number, asking a caller to ‘Press 1 for Sales, 2 for Marketing and 3 for Support’. On pressing ‘1’ the caller could enter a second auto attendant, ‘Press 1 for Handsets, 2 for PBX equipment, 3 for Networking’ and so on. It does not matter if these departments are satellite offices, at different ends of the country or are making use of homeworkers. The impression is of a large corporate enterprise. This is great for the more modestly sized company using the same group of individuals to service several departments.
The schedules for each auto attendant can be set up individually. For example, Sales and Marketing calls might only be taken during normal office hours, routing to voicemail out of hours. However, it may be that Support calls would be routed to a mobile phone after hours. In combination with other functionality, a set of mobile numbers could be set in order of priority.
An auto-attendant can also be used to automatically retrieve information from other business applications or databases, such as call minutes remaining for a mobile phone provider.
Finally, the good news…
500 can differentiate itself from others by pricing, functionality and expertise. The cost of auto attendant is, by default, inclusive of the PBX license.
Auto attendant is not just good news for you, it’s good news for your clients too as they are much more likely to be routed to the right individual or department.
If you have any questions or would like to find out more about 500 Premises, then call us on 0845 0000 500, or alternatively fill in our Contact Form.
