Unlock the Power of Your Auto Attendant March 2013

Transcription

1 Unock the Power of Your Auto Attendant March 2013 Prepared by 8x8 Marketing 2009 NASDAQ-LISTED: EGHT

2 Unock the Power of Your Auto Attendant Agenda What is the Auto Attendant? 5 Steps to Panning and Designing Tips to Writing & Recording Menus Configuring Your Auto Attendant Exampes Resources and Toos 2

3 What is an Auto Attendant You know what it is when you hear it Thank you for caing XYZ Company. For the receptionist, press one; for our business hours, press 2; for support press 3 Auto Attendants can back up a ive receptionist, or serve as your primary greeting Serves two basic functions: Provides customer-facing messages Routes cas 3

4 Auto Attendant Basics Thank you for caing Speciaty Cookies. To make an appointment press 1. To hear our business hours press 2. To speak to our Support department press 3. 1 Receptionist 2 Business Hours 3 Support 4

5 Auto Attendant Basics Thank you for caing Speciaty Cookies. To make an appointment press 1. To hear our business hours press 2. To speak to our Support department press 3. 1 Receptionist 2 Business Hours 3 Support 5

6 Auto Attendant Basics Thank you for caing Speciaty Cookies. To make an appointment press 1. To hear our business hours press 2. To speak to our Support department press 3. 1 Receptionist 2 Business Hours 3 Support 6

7 Auto Attendant Basics Thank you for caing Speciaty Cookies. To make an appointment press 1. To hear our business hours press 2. To speak to our Support department press 3. 1 Receptionist 2 Business Hours 3 Support 7

8 Benefits of Using an Auto Attendant Improved customer service Frees up vauabe resources & improves efficiency Backs up a ive receptionist, or present options after hours Projects a successfu & professiona image Never misses a ca 8

9 8x8 Auto Attendant Each Auto Attendant has over 10,000 avaiabe options. 1 Receptionist 2 Business Hours 3 Support SUB 1 Tech support 2 Biing Support 1 Main Voicemai 2 Business Hours Mutipe schedues: Business hours After hours Lunch hours Hoiday schedues Mutipe submenus Mutipe profies: On-season Off-season Etc 9

10 Designing Your Auto Attendant Ca Fow Submit your questions using the chat function. 10

11 1. Identifying Cas to Route to Auto Attendant Cas can get to the Auto Attendant 3 basic ways: Automaticay with a Virtua Number Automaticay as a busy or no answer forward rue (408) Manuay by the receptionist or other empoyee Busy / no answer fwd. rues 1 Receptionist 2 Business Hours 3 Support Transfer to Extension

12 4 Steps to Panning Your Auto Attendant 1. Identify the cas you want to go to the Auto Attendant. 2. Decide what menu options caers wi have. Determine if you need 1 or mutipe menus 3. Determine where to route cas. 4. Write a menu script. 12

13 Step 2: Determine Number of Menus Needed Next decide what time schedues you want to use: 1. 24/7 Business Hours Aows for one Main menu Use if your menu options wi be the same 24 hours a day, 7 days a week 2. Define Business Hours Creates one Main menu for business hours and one Main menu for after hours Business and After hours can be customized by day of week Additiona options: Lunch-hour menus Hoiday menus Business Hour Exceptions Business Hours 0 Receptionist 1 Business Hours 2 Support 3 Corp. Directory 4 Dia by Name After Hours 0 Main Voicemai 1 Business Hours Lunch Hours 0 Main Voicemai 1 Business Hours 2 Support 3 Corp. Directory 4 Dia by Name 13

14 Steps 3 & 4: Menu Options and Routing Cas 3. What options do I want to give caers? What are the most common reasons peope ca? What s the difference between Business and After-hours menus? Do caers know extension numbers of empoyees? Can caers to search your corporate directory? Do I need to accommodate mutipe anguages? 4. Where to route cas when an option is chosen? Who shoud take ca and what if they re not avaiabe? Do I need to create additiona Ring Groups? 14

15 Steps 3 & 4: Menu Options and Routing Cas It heps to write everything down Description 1 Saes Submenu: New Customers; Current Customers Notes Action (Transfer to) Action Detais (Ext, RG, etc.) Submenu 2 Services Goes to Angea Extension Ext Support Mike, Jane, Dan and Rob s extensions Ring Group Ext Corporate Directory Corp. Directory 9 Repeat Menu Repeat Menu 0 Receptionist Back to receptionist and Angea and Mark in case receptionist busy Ring Group RG: OP Backup 15

16 Steps 3 & 4: Menu Options and Routing Cas We provide some worksheets to hep out! Auto Attendant Script Guide Auto Attendant Worksheet Exampe Set-Up Sheets 16

17 Steps 3 & 4: 8x8 Menu Options Avaiabe Menu Options Dia by Name Dia by Extension Company Directory Voicemai System Transfer to Submenu Transfer to Extension Transfer to Ring Group Repeat Menu Transfer to Externa Number Conference Bridge 17

18 Steps 3 & 4: 8x8 Menu Options Avaiabe Menu Options Dia by Name Dia by Extension These menus auto-popuate every time you add or deete an extension! Company Directory Voicemai System Transfer to Submenu Transfer to Extension Transfer to Ring Group Repeat Menu Transfer to Externa Number Conference Bridge Notes Description 1 Dia by xxx Dynamicay created Action Action Detais 18

19 Steps 3 & 4: 8x8 Menu Options Avaiabe Menu Options Dia by Name Dia by Extension Company Directory Voicemai System Transfer to Submenu Transfer to Extension Transfer to Ring Group Repeat Menu Transfer to Externa Number Conference Bridge This option aows users to eave a message in the genera Auto Attendant voicemai. Description Notes 1 Voicemai Voicemai extensions are not provided Action Action Detais 19

20 Steps 3 & 4: 8x8 Menu Options Avaiabe Menu Options Dia by Name Dia by Extension Company Directory Voicemai System Transfer to Submenu Transfer to Extension Transfer to Ring Group Repeat Menu Transfer to Externa Number Conference Bridge Submenus are often used for compex interna departments or mutipe anguage support. 1 Receptionist 2 Dr White's Office 3 Dr Gray's Office 4 Dr Brown's Office Dr. Grey Submenu Description Action (Transfer to) Action Detais (Ext, RG, etc.) 1 Appointments Extension 1001: Nurse Jackie 2 Voicemai Extension 1002VM: Office 20

21 Steps 3 & 4: 8x8 Menu Options Avaiabe Menu Options Dia by Name Dia by Extension Transfer to extension aows you to direct a ca to an individua phone or its voicemai. Company Directory Voicemai System Transfer to Submenu Transfer to Extension Transfer to Ring Group 1006: Name 1006VM: Name Repeat Menu Transfer to Externa Number Conference Bridge Description Notes Action Action Detais 1 Biing Goes to John Extension Ext

22 Steps 3 & 4: 8x8 Menu Options Avaiabe Menu Options Dia by Name Dia by Extension Company Directory Voicemai System Transfer to Submenu Transfer to Extension Transfer to Ring Group Repeat Menu Transfer to Externa Number Conference Bridge Ring groups have options Cycic repetitive (priority) Cycic (round robin) Simutaneous Description Notes Saes Action 1 Saes Goes to saes team Ring Group Saes Action Detais Ext. 1002, 1003, 1004,

23 Steps 3 & 4: 8x8 Menu Options Avaiabe Menu Options Dia by Name Dia by Extension Company Directory Voicemai System Transfer to Submenu Transfer to Extension Transfer to Ring Group Repeat Menu Transfer to Externa Number Conference Bridge 9 Repeat menu aows a caer to isten to the options again. Description Menu Repeat Notes Action Action Detais 23

24 Steps 3 & 4: 8x8 Menu Options Avaiabe Menu Options Dia by Name Dia by Extension Company Directory Voicemai System Transfer to Submenu Transfer to Extension Transfer to Ring Group Repeat Menu Transfer to Externa Number Conference Bridge Transfer to an externa number is often used for connecting to a ive answering service after hours. 0 Main Voicemai 1 Business Hours Live Answering Service 2 Description 1 Emergency cas Notes Goes to 3 rd party company Heo, this is Dr. Grey s office, is this an emergency? Externa transfer Action Action Detais

25 Steps 3 & 4: 8x8 Menu Options Avaiabe Menu Options Dia by Name Dia by Extension Company Directory Voicemai System Transfer to Submenu Transfer to Extension Transfer to Ring Group Repeat Menu Transfer to Externa Number Conference Bridge A 20-person conference bridge is incuded with your system. Description 1 Conference bridge Notes Action Conference bridge Action Detais 25

26 Step 5: Draft Menu Script Put the most important options first. Pan and write it out. Be brief and professiona. Te caers eary they can dia their party's extension. Begin recording with a Wecome Greeting. Let caers know they can make a choice at any time. After-hours Menus Te caers up front that the business is cosed. Ask them to ca back at the end. Incude your norma hours of operation 26

27 Step 5: Draft Menu Script Do it Yoursef Find a quiet pace. Practice reading out oud. Speak camy and professionay. Use your own voice and personaity. Smie whie speaking. Speak just a itte bit more sowy than you think you need to. Listen back to the recording and re-record unti you are competey satisfied. 27

28 Production Tips for Recording Menu Professiona Recording Consider a professiona recording if: You fee shy about recording your own voice. You have a heavy accent. You need assistance writing a script. Use to create a voca image for your company Use same voice for voicemai greetings, company presentations, marketing, etc Abiity to add background music For more information visit the 8x8 Audio production Store 28

29 Configuring the 8x8 Auto Attendant Submit your questions using the chat function 29

30 Common Ca Fow Scenarios Let s ook at some common scenarios: Sma office Store front / restaurant Startups / onine business Mutipe anguages 30

31 Common Ca Fow Scenarios: Sma Office What if you coud answer ive as often as possibe but the Auto Attendant assisted during peak hours, or after hours? (555) Action Detais (Ext, Notes Action (Transfer to) Description RG, etc.) 1 Corp. Dir. 2 Hours and Directions Submenu Submenu Submenu 1 9 Repeat Menu 0 Receptionist Goes to receptionist Transfer to extension Ext : Receptionist : President : Agent : Agent : Agent

32 Common Ca Fow Scenarios: Sma Office What if you coud answer ive as often as possibe but the Auto Attendant assisted during peak hours, or after hours? (555) Action Detais (Ext, Notes Action (Transfer to) Description RG, etc.) 1 Corp. Dir. 2 Hours and Directions Submenu Submenu Submenu 1 9 Repeat Menu 0 Receptionist Goes to receptionist Transfer to extension Ext : Receptionist Fwd Rues: No answer Busy 1002: President : Agent : Agent : Agent

33 Common Ca Fow Scenarios: Store Front Have you ever wanted to set your phones to ring a at once? (555) Action Detais (Ext, Notes Action (Transfer to) Description RG, etc.) 1 Hours and Directions Submenu Submenu Submenu 1 2 Reservations Reservations Ring Group 2002 A phones 9 Repeat Menu Ring Group Main Number, Simutaneous Ring 1001: Host(ess) : Bar : Back Office

34 Common Ca Fow Scenarios: Store Front Have you ever wanted to set your phones to ring a at once? (555) Action Detais (Ext, Notes Action (Transfer to) Description RG, etc.) 1 Hours and Directions Submenu Submenu Submenu 1 2 Reservations Reservations Ring Group 2002 A phones 9 Repeat Menu Ring Group Main Number, Simutaneous Ring Ring Group Reservations, Simutaneous Ring Ring Group Fwd Rues: No answer Busy 1001: Host(ess) : Bar : Back Office Ring Groups have Voicemai! 34

35 Common Ca Fow Scenarios: Startups How do you make yoursef ook bigger than you reay are? Let the Auto Attendant hep you wear mutipe hats. (555) Action Detais (Ext, Notes Action (Transfer to) Description RG, etc.) 1 Saes Simutaneous Ring Group: 2001 Ex: Support Cycic Repetitive Ring Group: 2002 Ex. 1003, Investors Cycic Repetitive Ring Group: 2003 Ex. 1002, Repeat Menu Ring Group, Saes Ring Group, Investors Ring Group, Support 1001: CEO : CFO : Director of Engineering

36 Common Ca Fow Scenarios: Mutipe Languages Have you ever wanted to offer services in two anguages? (888) Description Notes Action (Transfer to) 1 Engish Submenu 1 2 Spanish Submenu 2 9 Repeat Menu Action Detais (Ext, RG, etc.) SUB 1 Description Action Detais 1 Saes RG: 2001 A ext. 2 Support RG 2002 A ext. 3 Previous SUB 2 Description Action Detais 1 Saes RG: , Support RG: , Previous Ring Group Ring Group Ring Group E:Saes E:Support S:Saes Ring Group S:Support 1001: Agent 1 (888) : Agent 2 (888) : Agent 3 (888) : Agent 4 (888)

37 Common Ca Fow Scenarios: Mutipe Languages Have you ever wanted to offer services in two anguages? (888) Description Notes Action (Transfer to) 1 Engish Submenu 1 2 Spanish Submenu 2 9 Repeat Menu Action Detais (Ext, RG, etc.) SUB 1 Description Action Detais 1 Saes RG: 2001 A ext. 2 Support RG 2002 A ext. 3 Previous SUB 2 Description Action Detais 1 Saes RG: , Support RG: , Previous Ring Group Ring Group Ring Group E:Saes E:Support S:Saes Ring Group S:Support 1001: Agent 1 (888) : Agent 2 (888) : Agent 3 (888) : Agent 4 (888)

38 Resources On Demand Video How To Page Register for More Webinars Standard (960w) Widescreen (1280w) YouTube (720w, no navigation) Auto Attendant Worksheet Exampe Auto Attendant Configuration Worksheet Auto Attendant Tips: Record Professionay or Do It Yoursef? Auto Attendant Tips: Writing Your Script m 42

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