TIPS FOR AUTO-ATTENDANT SETUP

Here are some tips on how to setup a good Auto-attendant.

The points below serve only as a guide. As your company

is unique in it’s own way, you may choose to adapt what

is suitable.

1.    Keep your Auto Attendant greeting concise

2.    Department listing is not absolutely necessary. 

       If preferred, list only the active departments to avoid

       a lengthy listing.  Try to keep within 5 department

       listings. When a caller choose to be transferred to a department, his call will be transfer to a “hot extension” for the department.

       This extension is a crucial position, and should be highly available. Avoid forwarding this extension to mailbox

        as far as possible. If a person is a heavy phone user,

        avoid using her extension as the “hot extension”.

        If she is the only one available to do the job. Get her

        a 2^nd extension.

3.    It is always good to give an option to reach an operator.  Even if it is the after office hour greeting, the operator

       may still be around in the early part of the evening.  For urgent matter, the caller may want to try this last option.  Pressing “zero” for operator is a de facto standard.  Avoid changing this button unless absolute necessary.

4.         Operator Mailbox - While providing voicemail facility

       for your personal mailbox project a better level of

       customer service, having an operator mailbox may not be as practical.  Operator extension in any case should be highly available during office hour.  Avoid forwarding to mailbox where possible. 

Mailbox for operator in the after hour sounds good, but make sure the messages are attended to the very next day.  If you are not confident to reply the all messages

by the next day,  we suggest you leave the caller to call again instead of taking down messages. Make sure you announced your operating hour so that they know when

to call back.  Failure to reply to messages will project a negative image.

Having mailbox for critical service/support department where there is absolutely no compromise is good. 

It would be better if a mobile number is also announced.

5.          For marketing reason, it is good to announce your

        website URL

6.          Holidays Schedule will be updated for you base on

        MOM's published public holiday dates. If you need to change the dates or cater to additional dates, please

        do so during the installation. If you are running a

        24 hour operation, confirm if you need to cater for

        Holiday Schedule announcement