Auto Attendant & Call Routing

Overview

One of the key features of the Communication Package is the ability to assign phone numbers to an auto attendant for streamlined call routing.

What is an Auto Attendant?

A phone system auto attendant is a virtual receptionist that automatically answers incoming calls and directs callers to the appropriate department, person, or voicemail without needing a live operator. This feature helps businesses manage call volumes efficiently while ensuring customers are routed quickly to the right place.

How Auto Attendants & Call Routing Work

1. A customer calls your business phone number.
2. The auto attendant plays a pre-recorded greeting (e.g., "Thank you for calling [Business Name]. Please listen to the following options.")
3. The caller selects an option from a menu (e.g., "Press 1 for Sales, Press 2 for Support").
4. Each call routing option requires a dedicated phone number similar to a traditional PBX extension system.
5. The system routes the call to the appropriate person, department, or voicemail.

Example of an Auto Attendant in Action

Scenario: A Golf Cart Rental Business

? A customer calls (555) 123-4567, the business's main phone number.
? The auto attendant answers:
"Thank you for calling Sunshine Golf Carts! Please select an option:"

• Press 1 for New Rentals (Routes to 555-111-0001)
• Press 2 for Existing Reservations (Routes to 555-111-0002)
• Press 3 for Service & Repairs (Routes to 555-111-0003)

? The customer presses 2, and the call is instantly routed to the User assigned to the Reservations Department at 555-111-0002.

Dedicated Call Routing Numbers

Each call routing option within the auto attendant must be assigned its own dedicated phone number, similar to a PBX extension system. This ensures:

•  Calls are routed to the correct department/user efficiently.
•  A professional business phone structure is maintained.
•  Call logs and recordings are properly tracked.

Benefits of Using an Auto Attendant with Dedicated Call Routing Numbers

• Professional First Impression – Ensures every caller gets a consistent, professional greeting.
• Faster Call Routing – Gets customers to the right department quickly.
• Improved Call Handling – No need for a receptionist to manually transfer calls.
• 24/7 Availability – Can route calls to voicemail or specific users after hours.
• Scalability – Supports growing businesses without requiring additional staff.

CRM Integration & Audit Trail

One of the key advantages of the Communication Package is full CRM integration, ensuring:

• All SMS, emails, and calls are recorded and automatically linked to the customer's CRM record.
• A complete audit trail of interactions is maintained, improving customer service and accountability.
• Call recordings are stored and attached to the customer’s CRM record for reference.