![]() While persons within an enterprise served by a PBX can call each other by dialing their extension numbers, incoming calls, i.e., calls originating from a telephone not served by the PBX but intended for a party served by the PBX, required assistance from a switchboard operator (also called a "switchboard attendant") or a telephone service called DID (" direct inward dialing"). PBXs (private branch exchanges) or PABXs (private automatic branch exchanges) are telephone systems that serve an organization that has many telephone extensions but fewer telephone lines (sometimes called " trunks") that connect that organization to the rest of the global telecommunications network. Default mailbox - where to send calls if '0' is not answered (or is not pointing to a live person).Timeout - what to do if the caller does nothing (usually go to the same place as '0').'0' - where to go when the caller dials '0'.In addition, an automated attendant would be expected to have values for the following The following lists common routing steps that are components of an automated attendant (any other routing steps would probably be more suitable to an IVR): ![]() There is no standard format to these directories, and they can use combinations of first name, last name, or both. An automated attendant serves a very specific purpose (replace live operator and route calls), whereas an IVR can perform all sorts of functions (telephone banking, account inquiries, etc.).Īn AA will often include a directory which will allow a caller to dial by name in order to find a user on a system. On a purely technical level it could be argued that an automated attendant is a very simple kind of IVR, however in the telecom industry the terms IVR and auto attendant are generally considered distinct. Since the telephone network does not transmit the DC signals from rotary dial telephones (except for audible clicks), callers who have rotary dial phones have to wait for assistance. If you know your party's extension, you may dial it any time during this message." Callers who have a touch tone ( DTMF) phone can dial an extension number or, in most cases, wait for operator ("attendant") assistance. Telephone callers will recognize an automated attendant system as one that greets calls incoming to an organization with a recorded greeting of the form, "Thank you for calling. Modern AA services (which now overlap with more complicated interactive voice response or IVR systems) can route calls to mobile phones, VoIP virtual phones, other AAs/IVRs, or other locations using traditional land-line phones or voice message machines. Typically the auto attendant is included in a business's phone system such as a PBX, but some services allow businesses to use an AA without such a system. An auto attendant may also allow a caller to reach a live operator by dialing a number, usually "0". ![]() Many AAs will also offer a simple menu system ("for sales, press 1, for service, press 2," etc.). In telephony, an automated attendant (also auto attendant, auto-attendant, autoattendant, automatic phone menus, AA, or virtual receptionist) allows callers to be automatically transferred to an extension without the intervention of an operator/ receptionist.
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