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.
• Select the 'Time of Day'. The time of day determines when this record is active, and is based on the system time in the computer. Leave it as ‘All Day’ for now.
  
• Type of Transfer determines what action CALLMaster takes when executing this record. Using the drop down list select ‘Supervised’. This will allow CALLMaster to ‘supervise’ the call to determine whether or not it was answered. How do we know where they will be transferred? That's what you're going to set next.
  
• The Number to Dial field tells CALLMaster what digits to send to the phone system (or phone company). If you are working with a telephone switch, put in the extension number of the desired party. If you are using Centrex, put in the telephone number to dial including any required prefix (e.g. 9) and the area code. In our example, let's assume we are working with a telephone system. We want callers to press ‘0’ for an operator or hold on for assistance. Our ‘operator’ happens to be at extension 100, so we're going to enter 100 in the ‘Number to Dial’ field. Enter this now. Note: If you are doing this tutorial on a phone system and you know your operator's extension, use it instead of 100.
  
• The next field is ‘Settings’. This field is used for various indicators, including channel bridging, 3-way call, etc. For purposes of this tutorial, we will keep this field blank.
• The Directory Listing is the numeric equivalent of the Attendant Id owner’s name and is used when there is an Attendant directory, where callers spell the name of the person they are trying to reach. In our example, we are making a record for the operator. It is unrealistic to think any caller would use a directory to look up the operator, but for the sake of our example notice that the telephone keys 67372867 spell ‘Operator’.  You may want to leave this field blank and Set-up Attendant Directory by calling into the system.
  
• Failed Transfer Action fields are used only for supervised and screened Type of Transfers. We're performing a supervised transfer, so we want to set these fields up properly. The first one is ‘Busy’. As you might guess, this is what happens when the extension we're dialing is busy. In this case, let's say our operator is handling another call. We have a few options regarding what happens to the call when the line is busy. In our case, let's place the caller into a voice mailbox. Use the drop down list to select the ‘Mailbox’ option. The ‘No Answer’ field is also pretty self-explanatory. In our example, if the Operator is not at their desk, we want CALLMaster to try the Sales extension so let's put calls that aren't answered to Alternate Attendant. The screened reject does not apply to us since we are not performing a ‘Screened’ transfer here.
• Additional Settings
  • Alt Attendant ID would be used if we had selected ‘Alternate Attendant’ in the Failed Transfer Action area, and would point to another Attendant ID. The purpose of the field is to allow for a second Attendant ID record to be used in the event the first one failed due to a busy or no answer situation. You might use this in a ‘track-me-down’ scenario, when you want CALLMaster to try calling a person in several locations before going to a mailbox. As we have set-up for Alternate Attendant in case of no answer and wish to transfer the caller to Sales when the operator does not answer,  let’s select and enter the Sales Attendant ID in this field. In our example we selected Attendant ID 1.
  • Mailbox field says which mailbox to use for this Attendant ID. When there is a busy, we've told CALLMaster to send the caller to this mailbox.  Let's select Mailbox 1000.
  • Audiotex Module ID does not concern us in this record. It is used when the Type of Transfer is ‘Audiotex Module’ and indicates where in Audiotex to send the call. As neither the Type of Transfer nor the Failed Transfer Action are set to Audiotex Module, this field is not used even if you have a value selected.
  • The Retry Attempts is used when the Failed Transfer Action is ‘Retry’. CALLMaster will retry the number of times specified after which it performs the When Retry Fails action.
• Click on the 'Save' button to save the record you have just made.
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.
   
   •  This time make the Attendant ID = 0, but in the ‘Time of Day’ field, select ‘Evening’. This will create a record that will override the ‘All Day’ record in the evening (Evening is defined by the System Parameter ‘Evening Starts At’).
     
   • We want to avoid making callers wait for an operator who is not there. Make the Type of Transfer ‘Mailbox.’ In the evening when callers press ‘0’, they'll go into the box listed in the ‘Mailbox' field.
     
   • There is no Number to Dial, since we are going to a mailbox. Leave this field blank. Since we are not performing a transfer, there is no need for Failed Transfer Action - so skip them. We are not using the Alternate Attendant, so leave 'Alt Attendant ID' blank. In fact, the only field that is relevant to what this record is meant for is the ‘Mailbox’ field; make it mailbox 1000. Save the record. We now have a record for the evening that will override the ‘All Day’ record so that the caller will be put directly into the mailbox after hours.
     
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:

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