CALLMaster Tour - Make Attendant Records

When Attendant is the application, CALLMaster:

  1. Plays the Port Greeting (prompts 19, 20, 21 based on the time of day), then the Attendant main menu (prompt 505)
  2. Waits for touchtone input (if no input is received, it goes to Attendant ID number zero)
  3. Matches the touchtone input with an Attendant ID record
  4. Makes the transfer to that Attendant ID (plays ‘there is no such extension’ if no match is found)

For purposes of this tour, the Attendant Main Menu will offer callers the following options: "If you know your party's extension please enter it now.  For Sales press 1, for Support press 2 or for the Operator press 0".  We will create several Attendant records to satisfy these options. The Attendant ID for each of these records will need to match the number entered by the caller at the main menu prompt.  We will add Attendant records for the Operator option (ID = 0), Sales option (ID=1), Support option (ID=2), and an individual extension option (ID=333).  Since CALLMaster is shipped with sample records, some of these Attendant records may already exist.  If they do then modify the existing record.  We will keep the default Attendant ID length set to 4 in the Attendant Parameters (i.e. the Attendant ID can be up to 4 digits.

To access the Attendant table from the CALLMaster Manager Menu Bar, select Manage | Attendant.

Let's create Attendant records for the Operator.

Since the caller is asked to press 0 for the Operator, we will create several records whose Attendant ID will be zero (0).  These records will allow the caller to speak to the Operator during business hours or leave a message.

  1. The first record for the Operator will be used to transfer to the Operator's extension during the day.  CALLMaster will "Supervise" the transfer.  If the transfer fails due to a busy the caller will be forwarded to the Operator's mailbox to leave a message; if the transfer fails due to no answer, then CALLMaster will try the Sales extension.
    If you have a record with Attendant ID = 0 then highlight to view and edit details.  If not then click on the ‘Add new’ (plus sign) button on the bottom tool bar to add a new record and enter zero as the Attendant ID number.
  2. Now let's make another Attendant record to handle operator calls in the evening. We want to transfer to the operator during the day, but go directly to a mailbox in the evening. This will help prevent calls after hours from having to go through the entire process of waiting for the transfer to be attempted. We know that after hours, the operator has left the building, so instead of making the caller wait we're going to go right to the mailbox in the evening. Select ‘Add new’ (plus sign) button on the bottom tool bar to add a new record.
  3. The next step in creating a set of Attendant records is to provide callers with a way to go straight to the mailbox without trying to transfer to the operator regardless of the time of day. Make an Attendant record with the Attendant ID to match the mailbox number, Attendant ID = 9000. In Attendant ID record 9000 create a similar record to the evening Attendant ID you just made. The only difference will be that the record number is 9000 and the ‘Time of Day’ is ‘All Day.’ Now when a caller (or the phone system) wants to access the mailbox directly, they simply enter 9000 from the Attendant Main Menu.
    This is also an important concept when using CALLMaster on a phone system that supports in-band integration. Having Attendant records for the transfer as well as one that goes directly to a mailbox is the cornerstone of in-band integration. If you will be using CALLMaster with in-band integration, be sure to read the chapter entitled ‘Attendant’ for more information on telephone system integration.
    Here’s a tip: If you don’t want to save the changes you’ve made, simply close the window you are in and answer ‘No’ to the ‘Record(s) have changed. Save changes?’ prompt.

Now you can create Attendant records for Sales, Support as well as for individual extensions similar to the records created for the Operator.  Change the Failed Transfer Action and the Additional Settings as desired.  As you see from the set-up below, calls to individual extension 333 will be 'Blind' transferred offsite to an external number.

Your Attendant records should have information as shown below:

Attendant Records
Attendant ID Time of Day Type of Transfer Number to Dial Failed Transfer Action Additional Settings
Busy No Answer Screened Reject Alt Attendant ID Mailbox # Audiotex Module ID
0 All Day Supervised 100 Mailbox Alternate Attendant   1 1000  
0 Evening Mailbox           1000  
9000 All Day Log in to Mailbox           1000  
1 All Day Supervised 111 Mailbox Mailbox     1001  
1 Evening Mailbox           1001  
9001 All Day Log in to Mailbox           1001  
2 All Day Supervised 222 Mailbox Mailbox     1002  
2 Evening Mailbox           1002  
9002 All Day Log in to Mailbox           1002  
333 All Day Supervised 333 Mailbox Mailbox     1003  
333 Evening Transfer 9,1,9143333333            
9333 All Day Log in to Mailbox           1003  

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