Glossary
Bulletin
A Bulletin consists of a greeting and limited routing options which are separate from the Menu. Within the Bulletin greeting you may offer the caller a short list of keypad options (0, # and *).
Example: “Our hours of operation are from 8 to 5, Monday through Friday. To return to the previous Menu, touch #. To reach our receptionist, touch 0 or hold the line to have this message repeated.”
Dial by Extension
Dial by Extension provides a Menu item that allows callers to enter the Extension number of the person they want to reach. Providing a match is found, the call will transfer to the person associated with that Extension. Note: To be reached with Dial by Extension, a person must have an Extension created in the Directory.
Example: The system says: “Please enter the Extension number of the person you wish to reach”. A caller knows the Extension of the person he or she wants to reach. The caller enters the Extension number, and is connected to the person through that Extension's ring to number.
Dial by Name
Dial by Name allows callers to enter the first few letters of the last name of the person they wish to reach. Providing a match is found, the call will transfer to that person. Note: To be reached with Dial by Name, a person must have an Extension created in the Directory.
Example: The system says “Please enter the first few letters of the last name of the person you wish to reach”. The caller enters R, O, B. The systems returns with 2 matches, James Roberts and Kathy Robertson. Both names are played to the caller, and the caller may choose which person he or she wants to connect to. The caller is then connected to that person's Extension, which delivers a call to the Ring to Number for that Extension.
Directory
The Directory is a list of all of the Extensions associated with that Intermedia Automated Attendant. Information filled out in the Directory is used in various places including Dial by Name, Dial by Extension, Hunt Groups, and Menu routing.
Example: A company has 5 employees who are all reachable through the Intermedia Automated Attendant. In the Directory, an Extension is created for each person. The Extensions are used when creating Menus and Hunt Groups that connect to the employees.
Extension
An Extension is a 2 to 5 digit number which has been assigned a name and a ring to number. Extensions are generally used with the Dial by Extension feature or the Dial by Name feature.
Hunt Groups
Hunt Groups dial a list of phone numbers, either in a specific order or all at the same time. When setting up a Hunt Group, you must choose whether you want an Ordered Hunt Group, which dials a series of phone numbers in a predetermined order, or a Simultaneous Hunt Group, which dials a list of numbers all at the same time.
Keypad Option A Keypad Option is key on the phone keypad. When creating a Menu, you must first decide which Keypad Options you wish to use (1 through 9 plus # and *). After determining the Keypad Option, you select the corresponding Menu Action (what happens when the caller touches that key).
Example: If you wish the caller to touch 3 to leave a message, select Keypad Option 3.
Menu
A Menu consists of three elements: a list of Keypad Options presented to a caller that match to with keys on the phone keypad (1-9 plus # and *), Menu actions which are the various features that can be associated with Menu Options, and Menu Destinations which are elements that correspond to the actions. Additionally, a Menu requires a greeting that is specifically recorded to alert callers of their options.
Example: “Hello, you have reached Apex Industries. To reach our sales department; touch 1, to hear our hours of operation, touch 2, if you know the name of the person you wish to reach, touch 3… etc.”
Menu Action
A Menu action determines what happens after a caller selects a Keypad Option. After selecting a Keypad Option, you select a Menu Action. The Menu Actions are:
- Transfer to a phone number
- Transfer to an Extension
- Dial by Name
- Dial by Number
- Transfer to voicemail
- Transfer to another Menu
- Transfer to a Bulletin
- Transfer to Hunt Group
- Hang up
- Replay Menu
The Menu destination is linked to the Menu action. After you select a Menu action, you much choose, or fill in, the corresponding Menu destination.
Example: If you select Transfer to an Extension as the Menu Action, you must select the Extension you want from the provided list of Extensions.
Ordered Hunt Groups
Ordered Hunt Groups allow a predetermined list of phone numbers (or Extensions) to be dialed in a specific order while the caller is on hold with music. Each phone rings, one at a time, until one of the phones is answered, or the system times out. The timeout is configurable to send the caller to voicemail, a Bulletin, a Menu a phone number, or an Extension.
Example: Ordered Hunt Group 1 is set up to dial 206 555-1010 for 3 rings, then 206 555-2222 for 4 rings, then 310 999-8787 for 3 rings. It is also configured to send the caller to voicemail if all phones are busy or unanswered. A caller selects a Menu option which transfers to the Hunt Group and 206-555-2222 answers. The caller is connected with the person at 206-555-2222.
Receptionist Routing
Receptionist Routing allows calls to be routed to a specific phone number and, if that number is busy or not answered, the call is then routed to the associated Menu. Callers can then select choices from that Menu.
Example: Menu 1 is set up with Receptionist Routing to 206-555-1111. When a call comes in to the Intermedia Automated Attendant number, Intermedia Automated Attendant sends the call to 206-555-1111. If that phone is busy, or not answered, the caller will be transferred to the Menu to make a selection.
Ring to Number
A Ring to Number is the phone number associated with a specific Extension. The Ring to Number is the number dialed when the system is sending a call to a specific Extension (i.e., person).
Example: A caller wishes to reach John Smith at Extension 105. His ring to number is 206-555-1010. When the caller selects Extension 105 from a Menu, 206-555-1010 will ring, and the caller will be connected to John Smith.
Simultaneous Hunt Groups
Simultaneous Hunt Groups allow a predetermined list of phone numbers (or Extensions) to be dialed at the same time while the caller listens to hold music. The first person to pick up one of the ringing phones connects with the caller.
Example: Simultaneous Hunt Group 1 is set up to dial 206 555-1010, 206 555-2222, and 310 999-8787 at the same time. A caller selects a Menu option that transfers to the Hunt Group. All numbers in the Hunt Group are dialed at the same time and 206-555-2222 answers. The caller is connected with the person at 206-555-2222.
Transfer to Voicemail
Transfer to voicemail provides the ability to send a caller to the built-in voicemail box. This feature is used in various situations such as providing a Menu item that allows a caller to leave a message in a general voicemail box.