PBX / VO - Menu Greetings

Menu Greetings

You can configure a few prompt types for each menu: 

Intro:              A welcome message which plays right after the caller reaches the menu.
 During your call it is played only once. 

Menu:            A greeting which enumerates all available menu options (e.g., 'Press 1 for sales, press 2 for technical support'). When it is being played, the system expects
to receive input from the caller. If it is not provided, the menu prompt is repeated
 two more times. 

Timeout:       If the system did not receive any input while the menu prompt was
 being played - the timeout prompt is played.

                        Figure 59. Menu greetings

After this, the 'Menu' greeting will be played, listing all the available options (e.g.,
'Press 1 for sales, press 2 for technical support'), and the auto attendant will
 collect the digits dialed by the caller.

If no input is received (timeout), the 'Timeout' action is performed. If the 'Timeout'
option has not been configured beforehand, the system plays the greeting about a
 missing input and takes the caller to the previous step (i.e., plays the 'Menu' greeting and collects the input). 

The caller's input will match the corresponding menu option action to be performed. There are four actions you can configure for each menu option (please refer to Figure 60): 

• Disabled: the 'Disabled' action informs the caller that the selection is
   unavailable and plays the 'Menu' greeting. 
• Transfer: choose the extension to transfer calls to. 
• Voicemail: choose this action to send calls to a voicemail box. 
• Menu: choose another menu to forward calls to.

            Figure 60. Possible actions for a menu event (event 2 in this case)

Adding a New Menu
 In the 'Menus' window, you can add a new menu, such as greetings in different
 languages, e.g., English and Spanish. The configuration steps in this case will be: 

Figure 61. Add a new menu

1. Click on 'Edit' next to this newly created menu. 
2. Click on 'Greetings' to upload the Spanish greetings (see Figure 59). 
3. Click on 'Edit' next to the needed event to configure events. 
4. Make sure to click on 'Save' under the menu name. 
5. Repeat the same steps to add the 'English Working Hours' menu. 
6. Click on 'Edit' next to the 'ROOT' menu.
7. Upload the 'Menu' greeting which will prompt the callers to choose the
    preferred language ("Press 1 to proceed in English, press 2 for Spanish"). 
8. Click on 'Edit' next to event 1 and set its action to 'Menu English Working
    Hours'. 
9. Click on 'Edit' next to event 2 and set its action to 'Menu Spanish Working
    Hours'. 
10. Make sure other events (except for 'Fax') are set to 'Disabled'.