Business
Digital Voice
Setting up Your Auto
Attendant Actions
All about Auto Attendants
A call is placed to the pharmacy.
No actual phone rings. The virtual assistant picks up
and directs call to one of two modes:
During business hours
custom greeting
“For Pharmacy, press 1”
(directed to pharmacist’s
phone)
After business hours
custom greeting
“Thank you for calling the
pharmacy, we are closed
now. Our hours are...”
“Doctors, press 2”
You can also have a company holiday schedule to identify the dates
of holidays your company recognizes. On designated holidays, the
after-hours greeting and menu dialing options are played to callers.
(Please see the Auto Attendant Schedule guide for instructions on
how to setup your schedule).
This guide will show you how to setup your Auto Attendant actions.
For example: What happens when a caller presses 1 or 2?
It is recommended to setup your Auto Attendant schedule before
proceeding. See the “Setup Your Auto Attendant Schedule” guide.
You can change the Auto Attendant telephone number at any
time. Please see the “Swapping Hunt Group, Voicemail, and Auto
Attendant Phone Numbers” guide for instructions.
Business Digital Voice – Setting Up Auto Attendant Actions 1
Step 1: Login to the My Account
Admin Portal businessdigital.
verizon.com
Login
Haven’t logged in before?
See “Logging into My Account” guide.
Forgot your username?
Call 1.800.Verizon (1.800.837.4966).
Business Digital Voice – Setting Up Auto Attendant Actions 2
Step 2: Navigate to the My Site
dashboard
After you login to businessdigital.verizon.com in Step 1 you are now
in your My Account portal. Follow the steps below to access Auto
Attendant page.
1
Click
“My Site”
2
Click on your site name
The My Site page will take a moment to load.
Business Digital Voice – Setting Up Auto Attendant Actions 3
Step 3: Access the Site
Services tab
Click Site Services from the My Site dashboard in Step 2 or select
“Set Up Auto Attendant” from the quick links.
This page will take a moment to load.
1
Click “Site Services”
Business Digital Voice – Setting Up Auto Attendant Actions 4
Step 4: Edit Auto Attendant Info
1
Optional: Enter a name for your Auto Attendant
2
Click “Save”
and scroll down
Click these boxes for
when a caller can enter an
extension at any time.“If you
know your party’s extension,
you may enter it at any time”
3
Business Digital Voice – Setting Up Auto Attendant Actions 5
Step 5: Select a keypad number to
setup an action for
Notice you are on the settings tab. For both Business Hours and
After Hours, you can have as many actions in the Auto Attendant as
there are buttons on a keypad (12 options). Double click on a keypad
number to setup what happens when a caller presses that key
during the Auto Attendant greeting.
Let’s setup the rules for what happens when
a caller selects “4” on their keypad during an
Auto Attendant greeting. Double click on the
row or select the row and click “Edit”
Business Digital Voice – Setting Up Auto Attendant Actions 6
Step 6: Setup Actions for a
keypad number
Below is what the Auto Attendant action says when a caller
presses “4”:
• During Business Hours transfer calls to the phone number at my
business 212-333-1111.
• During After Hours transfer calls to the voicemail of 212-333-1111.
Enter a description so you know where
the caller should go when they press “4”
1
3
4
Select what action the Auto Attendant
take when the caller presses “4”
2 should
For a full list of actions and
descriptions, please see the next page
Select an internal number or enter an
external number if applicable
If the same action should take place during your after hours
greeting, check this box. If the caller should be directed
to a different place when pressing 4 during the after hours
greeting, setup that action in “After Hours control”
Click “Save” then “Close”
5
Business Digital Voice – Setting Up Auto Attendant Actions 7
Auto Attendant Actions
• Not Used: The default when an action has not been select for that
digit or character.
• Transfer to External Number, with or without prompt: Routes
callers to a setup phone number that is not a user or extension
within the company.
• Transfer to Operator: Routes callers to a setup operator. The
designated operator will receive all calls that time out if the caller
does not choose an option from the Auto Attendant.
• Dial by Name: Enables callers to dial by a recipient’s name.
• Dial by Extension: Enables callers to dial by a recipient’s
extension.
• Repeat Menu: If selected, this option will repeat the greeting and
menu options.
• Exit Menu: Allows a caller to exit the menu system. This will
terminate the call.
• Transfer to Voicemail: Routes callers directly to the voice mailbox
of the extension entered in the “Transfer To” field.
• Transfer to Internal Number, with or without prompt: Routes
callers to any Business Digital Voice user’s phone number within
the company. Optionally, you can elect to play a message prompt
before the transfer is placed. This message is the playback of the
user’s name as recorded in the voice mailbox.
• Transfer to Extension, with or without prompt: Routes callers
to a setup extension. Optionally, you can elect to play a message
prompt before the transfer is placed. This message is the
playback of the user’s name as recorded in the voice mailbox.
Business Digital Voice – Setting Up Auto Attendant Actions 8
1
Repeat steps 4
and 5 for as many
actions you need
Click “Close”
2
You are now ready to record your Auto Attendant Greeting. Please
see the “Recording your Auto Attendant Greetings” guide.
© 2017 Verizon. All Rights Reserved.
Business Digital Voice – Setting Up Auto Attendant Actions 9