Extensions Management - Attendant Scenario Settings Help

The Attendant Scenario Settings are used to select between default and custom attendant functionality scenarios. When the Default scenario is selected, a group of settings should be adjusted. Here, the user defined Auto Attendant system messages can be uploaded and the list of Friendly Phones can be configured. For Custom scenario, a scenario script file (in EpygiXML coding, the coding standard can be found at Epygi Technical Support) should be defined and the custom voice messages can be uploaded.

The Default manipulation radio button selection enables the following components:

• The Send AA Digits to Routing Table checkbox switches the Auto Attendant to the routing mode. Any inserted digits on the Auto Attendant prompt will be parsed through the Call Routing Table on the Quadro.
• Redirection on Timeout - this group allows automatic call redirection in case no action has been performed by the caller. The group offers the following options:

  Enable Redirection on Timeout checkbox is used to enable/disable the automatic call redirection.

  Recurring Attendant Prompt Repetition Count text field indicates the number of Recurring Attendant Prompts to be consecutively played to the caller with no action from his/her side. When the Recurring Attendant Prompt is played the number of times indicated in this text field, the call will be automatically redirected to the defined destination.

  Call Type drop down list includes possible incoming call types (PBX, PSTN, SIP or Auto).

  • PBX selection means that the call will be redirected to the local extension.
  • SIP selection means that the call will be redirected to the SIP destination correspondingly.
  • PSTN selection means that the call will be redirected to the PSTN destination.
  • Auto selection is used for undefined call types: destination (independent on whether it is a PBX number, SIP address or PSTN number) will be reached through Routing.

  Call To text field requires the destination number dialed in the format depending on the selected Call Type. The wildcard is supported in this field.

• ZeroOut - this group is used to configure call redirection service on the Auto Attendant. When a caller reaches the Auto Attendant, he may want to accelerate the automatic redirection feature instead of using Auto Attendant features. To activate ZeroOut, caller should dial 0 digit (see Feature Codes) during the Auto Attendant welcome message. The caller will then be automatically transferred to the destination specified in this page.

  Enable ZeroOut checkbox selection enables the ZeroOut feature and activates the following fields to be inserted:

  • Redirect Call Type drop down list includes the available call types:
    • PBX - local calls between Quadro extensions and the Auto Attendant
    • SIP - calls through a SIP server
    • PSTN - calls through the available PSTN lines (FXO, ISDN or E1/T1)
    • Auto - used for undefined call types. Destination (independent on whether it is a PBX number, SIP address or PSTN number) will be reached through Routing.
  • Redirect Address text field requires the destination address where caller should be automatically forwarded in case of activating the ZeroOut feature. The SIP-Clipboard button at the end of the line can be used only when SIP is selected in the Call Type drop down list. It opens a small window where one of the previously entered 10 SIP addresses can be automatically selected again.

  Attention: The routing patterns in the Call Routing table starting with digit "0" will not work for incoming calls to attendant if both the ZeroOut and Send AA Digits to Routing Table options are enabled. The ZeroOut feature has a higher priority. If it is enabled and used, the system will forward all incoming calls to attendant to the specified redirect address. As a result, calls prefixed with 0 will never reach call routing.

• Attendant Welcome Message - this group allows updating the active Auto Attendant welcome message (played only once when entering Auto Attendant), downloading it to the PC, or restoring the default one. The group offers the following components:

  Enable Welcome Message checkbox is used to enable/disable the Auto Attendant welcome message (the default one or the custom one uploaded from this page or recorded from the handset (see Feature Codes) being played when callers enter Quadro's Auto Attendant.

  To specify a new welcome message, the corresponding file name has to be specified in the Upload new Welcome Message text field either by entering it directly or by selecting it with the Browse function. Only files in PCMU (CCITT u-Law) wave format are allowed, otherwise the system will prevent the uploading with the warning "Invalid audio file or format is not supported". The system will also deny uploading if there is no enough space available for the corresponding extension with the message "You do not have enough space".

  The Download Welcome Message and Remove Welcome Message links appear only if a file has been uploaded previously. The Download Welcome Message link is used to download the message file to the PC and opens the file-chooser window where the saving location may be specified. The Remove Welcome Message link is used to restore the default welcome message.

• Recurring Attendant Prompt - this group allows updating the active Recurring Attendant Prompt (played after the Attendant Welcome Message and then periodically repeated while being in the Auto Attendant), downloading it to the PC, or restoring the default one. The group offers the following components:

  To specify a new Recurring Attendant Prompt, the corresponding file name has to be specified in the Upload new Recurring Attendant Prompt text field either by entering it directly or by selecting it with the Browse function. Only files in PCMU (CCITT u-Law) wave format are allowed, otherwise the system will prevent the uploading and the "Invalid audio file or format is not supported" warning message will appear. The system will also deny uploading if there is no enough space available for the corresponding extension with the message "You do not have enough space".

  The Download Recurring Attendant Prompt and Remove Recurring Attendant Prompt links appear only if a file has been uploaded previously. The Download Recurring Attendant Prompt link is used to download the message file to the PC and opens the file-chooser window where the saving location may be specified. The Remove Recurring Attendant Prompt link is used to restore the default Recurring Attendant Prompt.

• Friendly Phones - the Edit Authorized Phones Database link refers to the Authorized Phones Database page where trusted external phones are listed. If external SIP or PSTN users are added to the Quadro Authorized Phones database, they are free to access the Quadro Auto Attendant Services without passing the authentication or to use the Call Back services.

The VXML Scenario manipulation radio button selection enables following components:

• The Upload VXML scenario file indicates the file name used to upload a new VXML scenario file. The uploaded file needs to be in EpygiXML format (the coding standard can be found at Epygi Technical Support) and is restricted to a 20KB file size. Browse opens the file chooser window to browse for a custom VXML scenario file.

Note: You may upload an attendant VXML scenario file along with the voice prompt recordings as a single file. To do this, create an archive file of the "tar.gz" type containing all the necessary files and upload it from the Upload Custom VXML Scenario Voice Messages page.

• The View/Download VXML Scenario link appears only when a custom VXML scenario file has been previously uploaded and is used to view or download the VXML scenario file. The Remove VXML Scenario link is used to remove a custom VXML scenario file and return to the default Auto Attendant scenario.
• The Upload VXML Custom Scenario Voice Messages link refers to the page where voice messages used in the uploaded custom VXML scenario should be managed.

The Customized Scenario manipulation radio button selection enables following components:

• The Create scenario link refers to Add Scenario page where new scenario can be created using the step-by-step scenario builder wizard.
• The Edit scenario link refers to Edit Scenario page where the current scenario can be created edited using the step-by-step scenario builder wizard.
• The Import/Export scenario link refers to Import/Export Scenario page where the current scenario with used voice messages can be saved in Epygi specific scenario archive format or appropriate archived file with that format can be loaded as current scenario.
• The Remove scenario link is used to remove a custom scenario file and return to the default Auto Attendant scenario.
• The View/Download VXML Scenario link appears only when a customized scenario has been created and is used to view or download the generated script in a VXML file format.

The Predefined manipulation radio button selection allows you to switch the Attendant to the ACD Agent Scenario.

Attention: This selection is only available if the ACD feature is previously activated from the Features page.

The Attendant Ringing Announcement group allows uploading an optional voice message that is played to callers instead of ring-back tones when making calls through an auto attendant. The Ringing Announcement can be enabled for both custom and default attendants.

Note: The Attendant Ringing Announcement is played to SIP-to-extension and PSTN-to-extension calls only. The announcement can also be played to SIP-attendant-SIP and PSTN-attendant-SIP calls if they are made by a call routing rule for which the RTP proxy is enabled.

The group offers the following components:

The Enable Ringing Announcement checkbox enables/disables the Auto Attendant optional announcement message. When this checkbox is selected but no custom announcement message is uploaded, the default message will be played to callers.

• File selection is used to upload the ringing announcement file. The following option is available under this selection:
  Upload new ringing announcement indicates the file name used to upload an announcement. The uploaded file needs to be in PCMU (CCITT u-law, 8 kHz, 8 bit Mono) wave format, otherwise the system will prevent uploading and the "Invalid audio file, or format is not supported" warning message will appear. The system also prevents uploading if there is not enough memory available for the corresponding extension. This will cause the "You do not have enough space" warning message to appear.

  Choose File opens the file chooser window to browse for a new announcement.

  The Download Ringing Announcement and Remove Ringing Announcement links appear only if a file has been uploaded previously. The Download Ringing Announcement link is used to download the announcement file to the PC and opens the file-chooser window where the saving location may be specified. The Remove Ringing Announcement link is used to restore the default ring back tones.

• RTP Channel selection is used to define the channel for the broadcast streaming. The RTP channels are created by the system administrator. Therefore if you are experiencing problems with using the RTP channels as ringing announcement, or no RTP channels are available to select on this page, turn to your system administrator for clarification.