Automated Attendant - Enhanced Service

Service Description
An Auto-Attendant automatically answers incoming calls and presents customers with a previously recorded voicemail menu allowing them to select options and route themselves to certain numbers or recorded messages.

Customer Benefits
Automated attendant allows callers to be automatically transferred to an extension without intervention. Automated attendants can be a simple menu or an auto attendant may also allow a caller to reach a live operator by dialing a number; usually "0".

The following lists common routing step components of an automated attendant:
  • Play Announcement/Menu
  • Transfer to Extension
  • Transfer to Voicemail
  • Repeat Choices
In addition, an Automated Attendant would be expected to have values for the following:
  • '0' - where to go when the caller dials '0'
  • Timeout - what to do if the caller does nothing (usually go to the same place as '0')
  • Default mailbox - where to send calls if '0' is not answered (or is not pointing to a live person)
The auto attendants can allow for time of day routing, as well as weekend and holiday routing.

Customer Responsibilities
To request this service, please submit a Telecommunications Service Request via a Telesoft Work Order. As part of the request, please provide a list of menu options and sub-options for implementation.

Helpful tip: For final options in the menu system, please provide a number or set of numbers callers should be directed to when menu options/sub-options are selected. 

ETS Responsibilities
ETS will manage the equipment and software necessary to provide the Interactive Voice Response system.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

 Category  Evaluation Criteria   Target
Processing Automated Attendant requests will be completed within 15 business days maximum, from the time request received.  15 business days
Incident ResponsivenessAutomated Attendant services that go down are addressed the same day and no longer than 24 hours. 24 hours

Service Rates

 Service     Cost Unit
 Enhanced Service - Automated Attendant $37.56 Per month