What is auto attendant script
Auto attendant script is a simple collection of voice menus,
submenus and announcements and actions defined for each of them according to
the caller's behavior. It can:
connect to an extension or voicemail,
play an announcement,
navigate through menus and submenus.
New in Kerio Operator 2.5!
send any faxes to a configured email.
Menus can be recorded in various formats. Kerio Operator supports the
||8KHz, 16 bits per sample, mono (Kerio Operator encodes all WAV
files into this format automatically)
Kerio Operator — supported audio formats
How to add new auto attendant script
See the following description of an auto attendant script as an example.
Create a script which:
starts after dialing extension 200,
contains a voice menu with the following text: LOL! You have
just reached the Live And Let Laugh company's hotline (fiendish laugh).
For Sales Department, press 1.
For Quality Assurance Department, press 2.
For Technical Support Department, press 3.
If you wish to speak to the receptionist, press 4.
The Sales Department manages two flagship products of the company.
Therefore, two submenus (Joke Lite, Laugh Home
2012) are created.
For Joke Lite, press 1.
For Laugh Home 2012, press 2.
If you wish to talk to the receptionist, press 3.
Create the same menu for technical support.
Before creating the script, it is necessary to create extensions (in the
assigned range 123456XXX) which will be used in the script.
extension 100 — reception of Live And Let
Laugh Inc. One of the receptionists Joan Giggle or Brian Snigger will connect
the calls if the caller makes no selection from the menu.
extension 203 — Quality Assurance
Department extension (David Jester).
extension 301 — common extension (you can
create a call queue or a ringing group) for Joke Lite
experts, such as Frederic Jovial, George Funpoker, Anne Kdotte.
extension 302 — common extension for Laugh
Home 2012 experts (Tamara Bellylaugh, Otto Spass, Mary Merry).
extension 501 — call queue for Joke Lite
technical support (Andrew Widegrin).
extension 502 — call queue for Technical
Support of Laugh Home 2012 (Alan Tickle).
Configure the script in the administration interface in section
Configuration → Auto Attendant Scripts:
Click Add and enter the Script
extension (extension 200 in our example) and some
New in Kerio Operator 2.5!
(Optional) To receive faxes to configured email address, select Detect faxes and send them by email to and type an email address.
Click Edit and open the Edit
In the Announcement field, select the
recording for the main script. The Select button offers
existing recordings or you can upload your own announcement to the PBX.
If you open the administration interface in Safari browser and
you cannot play any recordings, read article
play voicemails or audio files in Safari.
Set Number of playbacks to two which will
ensure the menu is played to the caller twice.
Once the announcement is played, timeout is started with the
default action taken upon its expiration. Set the timeout to 10 seconds. The
default action is the preset hang up action. This means that if the
announcement is played twice and the customer does not make any selection
within 10 seconds, the call will be terminated.
Click Add. The Key
column states the key which confirms the customer's choice. Enter number 1.
Enter 1 in this column. Column Action defines what happens
when the caller presses a key on their phone. Select Go to
submenu. We need to direct calling customers to the extension of the
product they are interested in (either Joke Lite or Laugh Home 2012). In the
Announcement column, you can add a record which will be
played upon pressing the particular key (for example: Stay tuned, now you will
be redirected to the Live And Let Laugh Inc Sales Department). Finish the table
according to figure.
Editing main menu
Check Interpret any other input as extension number and
dial it. This option allows to specify a direct extension while
the auto attendant script is running.
Confirm the settings and return to the Add Auto Attendant
Script dialog which is now similar to the one in picture above.
Click on menu Sales dept.. Again, the
Edit menu dialog is opened but now the menu is for the
Sales department. Follow the same procedure as with the main menu. The
resultant menu will look as the one showed in the picture below.
Do the same for the Technical Support dept.
Now the script is complete.
You can duplicate an existing script if you want to create a similar one — select a script and click Duplicate.
The script can be limited to a specific time interval (office hours of
your employees or night time when no call queue agents are available).
The time ranges (intervals) are configured in section
Configuration → Definitions → Time Ranges. Once
you have the time range configured, go back to the Add Auto Attendant
Script, select the menu you wish to limit and click on the
Convert to Time Condition button.
Instructions for time condition setting will be better understood
through the following example focusing company's working hours. Sales
department works from 9am to 5pm on weekdays. Configure the auto attendant
script so that when customers call during office hours they will be connected
to a sales department employee and when they call before or later they will
hear a message announcing that the sales department is closed. To create the
condition script, follow these instructions:
In the administration interface, go to Configuration
→ Definitions → Time Ranges.
Click Add. Dialog Add Time
In section Add to a group, select the
Create new option and enter a name for the new
interval (for example, Sales Department Office Hours).
The Description is optional, for example
Weekdays from 9am to 5pm.
Select daily in the Type
menu and set the desired interval from 9 to 5 in the From
and To fields.
In the Valid on menu, select
Click OK to confirm the changes.
Open the Configuration → Auto Attendant
Click on Add.
In the Add Auto Attendant Script dialog,
create a corresponding menu (the script created in the previous section will be
used in this example — see the picture below).
Select the Sales Department submenu and click
Convert to Time Condition.
Divide the Sales Department submenu in two time conditions. The
first one is played if the condition is met and the second if the condition is
not met. Click on the red highlighted text Set up the time
Setting the time condition
This opens dialog Edit Time Condition. In the
For time range menu, select Sales Department
Click on the submenu representing the positive result of the
condition. It is currently called Unnamed. In the dialog
Edit Menu just opened, simply add a description (for
example Sales Department condition met).
Click on the submenu representing the negative part of the
condition (now it is empty and unnamed).
This opens dialog Edit Time Condition allowing
to add a description (for example Sales Department — condition
Now you can modify the script. For example, in the
Announcement field, add a message announcing that office hours
of the Sales Department are from 9am to 5pm on weekdays.
Save the submenu. The resultant script is displayed in
the next picture.
Time condition applied in the script