Mitel provides powerful and easy-to-use tools for achieving the best call control to support your business or organization.
Auto-answering is a useful feature that allows you to answer incoming calls automatically in the absence of an agent.
The Auto-answer feature answers the call, plays a greeting with the options available, like the list of the extensions of the organization.
This will free the operator from having to answer every incoming call making her free to work on other activities.
Mitel Networks Corporation – Mitel Connect Director
Build 22.11.9300.0
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https://www.shoretel.com.
When we need to assign a DID – Direct Incoming Dialing call to a specific Auto-answer function, as an example, to a Voice Recording system, with a menu so the caller can choose what extension they would like to be redirected.
Creating a new DID
The first thing we need to do is to create a new DID Range.
- For that, please go to Administration, Trunks, Trunk Groups, and DID Ranges.
- Then you need to click on New.
It will pop up the General window, you will need to complete the following fields:
– Trunk group (normally would be PRI)
– Base phone number, in this case, this is the DID number that we want to be answered by our Auto Attendant System
– Number of phone numbers, which normally would be 1
Creating the Auto-attendant
After doing that, we need to create the Auto-Attendant.
- Go to Administration, Features, Auto-Attendant.
- Then click on New.
- From the General Section, you will need to enter the following fields:
– Name of the Auto Attendant,
– Extension number that will be assigned to the Auto Attendant (you can choose any available)
– You will also need to Enable the DID,
– Then you will need to choose the DID that was created in the previous step.
– You can leave the rest of the fields like they are.
– Hit Save. - The next step will be to schedule the on-hours and off-hours functionality, please go to the ON-HOURS section.
- You will be required to select the Schedule to On-Hours.
- Input the Timeout, in this case, I recommend 8,000 milliseconds.
- You can enter a prompt text, which will be the base of the recording that the users will hear when they get answered by the auto-attendant.
You can type in something like this:
“Thank you for calling ABC. If you know the extension of the person you are trying to reach, please dial it now. Otherwise,
– For Person A, press 1.
– For Person B, press 2.
– For Any Other, press 0
To repeat this menu, press the star key.”
After that, you can complete the Operation-Destination Section. From here, you will need to define each of the options, like in our example, we would choose:
“Go to extension”, from field 1, and then from the Destination, we will need to choose Person A.
Same thing for field 2, and for the Destination will choose Person B.
Also, make sure to review the Schedule for the ON-hours operations. Once you have finished, hit SAVE.
The next step is to Record the message.
- Go to Features, Auto-Attendant, and then go to the ON-HOURS section
- Click on Preferences
- Then choose if the recording is going to be done from a Phone or a Computer, then choose the Extension or External Number.
- Click on Record
- Then the call will start to the extension selected. Pay attention carefully, you will need to press the # key to begin recording, to finish, and to confirm the recording.
- If everything went well, you will see a pop-up message saying “The recording will be accepted.”
When we finish, we need to do the same thing for the OFF-HOURS options.
It is possible to create and import a recording. For doing that, you can go to https://ttsmp3.com/, copy and paste your text, and then choose any of the voices available, and Download it as MP3.
After that, you will need to convert the MP3 file to a u-law WAV (8Khz, Mono, u-law), from this website https://g711.org/, download the converted file, and import it into Mitel Connect Director as a recording.
Hunt group
The next step is to create a new Hunt Group, which will be required if we want the incoming calls to ring on more than 1 extension at the same time.
- For that, please go to Administration, Features, and then Call Control. Hit New.
We will be required to complete the fields:
– Name, it will be the name that will be assigned to the Hunt Group.
– Extension, is the extension number that will be assigned to the Hunt Group as well.
– We need to assign a Backup Extensions.
– We don’t need to assign a DID, since that was already assigned in the previous step.
– You can adjust the rings per member, and no answer number of rings for your convenience.
– Also, will need to set up the Call forward destinations, in case the stack is full and skip members if already on a call. You can use the Auto Attendant that we just created in the previous step.
– Same thing for off-hours / holiday destinations
Make sure as well to enable the on-hours schedule setting.
Last, you can assign the members of this Hunt Group,
– For that, please go to the MEMBERS section, and choose the extensions that you would like to add.
– Hit Save.
We hope now you understand how to add a DID to your auto-answer in a Mitel ShoreTel Connect Director. You will be able to do it now!
We suggest you use our guide as a self-service article, and if you have any questions or problems, please contact us.
Good luck!
