Create Virtual Attendants in Core

Virtual attends, also known as IVR's are an automated method for businesses to answer and transfer phone calls without the need to have a "real person" answering the phone. Every virtual number purchased from AVOXI includes access to the popular feature at no additional cost.  Use our below guide learn more and create one or multiple Virtual Attendants:

Creating a Virtual Attendant

AVOXI Online Portal allows you to set up and update your own Virtual Attendant at any time.

  • To get started login to your AVOXI COre online portal
  • Click on the AVOXI phone line for which you wish to enable this feature.
  • On the top left-hand side of the browser, click the "Virtual Attendant" tab. 
  • TIP: If the Virtual Attendant tab is not enabled scroll down to the “Phone Line Feature Configuration” panel and switch the toggle to turn on the feature. 
  • Next, click on "Main Menu
  • On the "Configure" tab select the required month, days of the month, and days and hours of operation.
  • For "Always" active, leave all parameters blank, and on completion, click the “SAVE” button.
  • To add additional times, click the “+Add Active Times” button, set your time, and click “SAVE


  • On the “Menu Prompt” tab you can upload your audio files for each virtual attendant prompt.
  • Follow the directions for each prompt:
    • The Intro prompt should include a welcome message with your company name to let callers know they are calling the right company. (This prompt is NOT required.)
    • The Menu prompt should include the different options your callers will hear before they press a number on their dial pad to route to the appropriate department. (e.g. “Press 1 for Sales, press 2 for support…” (This prompt is required.)
    • The Timeout prompt is the option your callers hear if they take too long to press a menu option. (This prompt is NOT required.)
    • The Unavailable Selection prompt is the prompt you would like your callers to hear if they press an option not available in your menu prompt. (This prompt is NOT required.)
    • Click “Next” to configure the menu routing.
  • Select “Routing” from the menu and click “+Add User Input.” 
  • Note: if you are trying to configure the routing for “Main Menu,” all the user inputs may already be present. Just click on the user input you want to configure and follow the instructions below.
  • Configure a new routing:
  • Click on the User Input drop-down and select the option you want to map. 
    • If your menu prompt says “Press 1 for sales” then, you are going to select User Input #1.
  • The "Action" tells the system what to do when the caller presses 1. 
    • You can configure this option to transfer calls to direct extensions, external phone numbers, call groups, call queues, and even other virtual attendants.
  • If you would like to upload or record a prompt for each User Input, you may do so by checking the “Play Before Action” box and uploading or recording the prompt. 
  • Repeat these steps for each of your menu options.
  •  Save after each Action setup.

WARNING: Clicking "Done" before completing all the above steps will take you back to the main Virtual Attendant page and will not complete your configuration.

How to create Virtual Attendant Sub-menus

If you want to link multiple virtual attendants and create menu sub-levels, first, go back to the Virtual Attendant main screen and click on “+Add Virtual Attendant.”

To create secondary virtual attendants, follow the steps explained for the initial setup until you reach the “Routing” step (4). For routing configuration, set the action for the user’s input to the secondary virtual attendant you are trying to connect.

  1. Create a secondary virtual attendant(s).
  2. Set User Input actions to the newly created sub-level virtual attendant.
  3. Be sure to complete and SAVE your actions. Clicking “DONE” before completing the steps will take you back to the main Virtual Attendant page and will NOT complete your configuration.



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Updated:

December 14th, 2020

Author:

Louise Ross

Updated By:

Louise Ross

KB ID:

387462

Page Views:

1876

Tags:

user input, routing, intro prompt, menu prompt, timeout prompt, unavailable prompt

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