Using Greetings (2.1.14)

About Greetings.

Dial *60*nnnn to create a new greeting, where nnnn is a 4 digit number. You can display a list of greetings using the Greetings panel. Using this panel it is possible to assign a greeting an appropriate name.

A greeting can be used in 2 different ways. Firstly, it can be used as an IVR message. Refer to the Multi-Level IVR chapter if this is what you require. Secondly, a greeting can be used to play a message that can be interrupted by an extension number. It is the latter case that is documented in this chapter. We will refer to these greetings as Custom Greetings. It should be noted that if a greeting is not assigned to an IVR menu then it will be treated as a custom greeting by the system.

Custom Greetings

There are 2 handlers for custom greetings. One is for closed periods and the other is for open periods. For example, if a custom greeting is selected for the 'Open Inbound Route' in the Trunks panel then the open handler will be used. As a second example, if a custom greeting is selected for the 'Closed Inbound Route, then the closed handler will be used. It should be noted that the open handler will be used for custom greetings used as outcomes for Aliases, and options for IVR Menus.

An open greeting should be of the format: "Thankyou for dialling Company X. If you know the extension you wish to dial please dial it now, otherwise please hold for an operator."

A closed greeting should be of the format: "Thankyou for calling Company X. We are currently closed. Our office hours are 9am-5pm Monday to Friday. If you'd like to leave a message please do so after the tone."

Custom Open Handler

This handler will play the greeting, and will listen out for the caller dialling an extension or alias. If this is the case the dialled extension will ring. If an invalid extension or alias is dialled the caller is prompted to retry. When the message has finished playing the caller is given a further 3 seconds to dial an extension before dropping to the operator.

Custom Closed Handler

This handler will play the greeting, and will listen out for the caller dialling an extension or alias. If this is the case the dialled extension will ring. If an invalid extension or alias is dialled the caller is prompted to retry. When the message has finished playing the call will drop to the operator's voicemail.

Default Greetings

If you don't want to record your own greetings you can use the default ones. There are 2 default greetings. One for open periods, and one for closed periods. The handlers for both greetings are very similar, and follow the format of the custom open handler.

The open default greeting is: "If you know the extension of the party you wish to reach please dial it now, otherwise, please hold while we try to connect you."

The closed default greeting is: "We're sorry nobody is available to take your call at the moment. If you know the extension of the party you wish to reach please dial it now, otherwise, please hold while we try to connect you."

-- AelintraLimited - 20 Sep 2006