Troubleshooting

How To: Customize the SmartVoice auto attendant menu

Contents
Overview

It’s easy to personalize the SmartVoice auto attendant for your business. Group administrators can log in to the web portal to edit the settings.

This page briefly goes through the most common auto attendant settings. Download the complete SmartVoice Auto Attendant Guide for full instructions including setting up greetings, menus and dialing options.

Note: Auto attendants are an optional add-on.

Auto Attendant Time & Holiday Schedules

Before setting up your auto attendant greetings and dialing menus you will need a Time Schedule for your business hours and a Holiday Schedule for your business holidays.

Once the schedules are in place, you can create customized greeting & announcements and assign them to the auto attendants. Full details can be found on How to upload customer greetings and announcements.

Note:

The Group administrator can create and manage the Group Schedules in the End User Portal web interface.

Watch our overview video on how to set time schedules and greetings or download the complete auto attendant user guide.

Customizing the auto attendant menu

If you are the group administrator, you can customize the SmartVoice Auto Attendant settings through the SmartVoice web portal.

  1. Go to smartvoice.shawbusiness.ca.
  2. Log in using your group administrator credentials.
  3. Click the Dashboard tab.
  4. Under Dashboard, click Auto Attendants to expand the section.
  5. Under Auto Attendants, click the Settings tab.
  6. Edit the settings on the Business Hours, After Hours, and Holiday Hours tabs.
  7. Click Save.

Business, after hours, and holiday settings

You can set how the auto attendant answers calls differently during business hours, after hours, and on holidays. If you want to personalize the auto attendant greetings, you can upload your own audio files. To learn more, read How To: Upload custom greetings & announcements.

  1. Go to smartvoice.shawbusiness.ca.
  2. Log in using your group administrator credentials.
  3. Click the Group Services tab.
  4. Select the Auto Attendant you wish to modify.

To set Business Hours options:

  1. Click the Business Hours tab.
  2. Under Business Hours Schedule, select a schedule from the dropdown menu.
  3. Under Business Hours Greeting, select the greeting callers will hear:
    • Select Default Greeting if you want to use the default audio greeting.
    • Select Personal Greeting Audio if you want to upload an audio file. Auto Attendant Business Hours
  4. Under Business Hours Dialing Menu, set the description and select an action for each phone key (0-9, ✱, and #). If a caller doesn’t make a selection, and no default transfer (to “0” or the receptionist) has been set, the system will wait for the user to make a selection.

business-hours-dialing-menu


To set After Hours options:

  1. Click the After Hours tab. auto-attendant-after-hours
  2. Under After Hours Schedule, select a schedule from the dropdown menu.
  3. Under After Hours Greeting, select the greeting callers will hear:
    • Select Default Greeting if you want to use the default audio greeting.
    • Select Personal Greeting Audio if you want to upload an audio file.
  4. Under After Hours Dialing Menu, set the description and select an action for each phone key (0-8, ✱, and #).
    • If a caller doesn’t make a selection, and no default transfer (to “0” or the receptionist) has been set, the system will wait for the user to make a selection.

To set Holiday Hours options:

  1. Under Holiday Hours Schedule, select a schedule from the dropdown menu. auto-attendant-holiday-hours
  2. Under Holiday Hours Greeting, select the greeting callers will hear.
    • Select Default Greeting if you want to use the default audio greeting.
    • Select Personal Greeting Audio if you want to upload an audio file_
  3. Under Holiday Hours Dialing Menu , set the description and select an action for each phone key (0-8, ✱, and #).
    • If a caller doesn’t make a selection, and no default transfer (to “0” or the receptionist) has been set, the system will wait for the user to make a selection.

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