Auto Attendant


Call routing decision tree.  Callers are given menu options to select from on phone keypad to get directed to destination. Menu options can differ depending on call types with multiple personal greetings, business schedules or holiday schedules. 


The auto attendant platform benefit:

  • Prioritization of call handling
  • Agents can be separated by skill set for incoming calls
  • Provides a list of menu options to answer frequently asked questions
  • Is personalized to address customer needs
  • Gets to the correct location quickly
  • No longer need to talk to a person live
  • Increases productivity and customer satisfaction
  • Gets call resolution on first attempt
  • Cuts down on answering service talk time
  • Recording of menu options
  • Troubleshooting and repair coordination/tracking

Service Level Targets & Availability

  • Standard Service Level Agreement based on customer Priority preference requested within Footprints
    • Low Priority - Maximum two business days to reply and resolved within 10 business days or less
    • Medium Priority - Maximum one business day to reply and resolved within 6 business days or less
    • High Priority - Maximum 4 hours to reply and resolved within 2 business days
    • Urgent - Immediate response by service manager or designee; response team identified within 30 minutes Solution as soon as possible; all team members on task until resolved; goal is 4 hours

NOTE:  Vendor Involvement Required: Completion of Service Order based on vendor availability.

  • Service Center availability is 7 a.m. to 5 p.m. Monday-Friday excluding all posted holidays
  • Outside hours by special arrangement with an agency
  • Limited support is available for after business hours, weekends, and holidays

Options Available for Additional Charge (per quote)

  • Customized programming and recording - $350/hr
  • All project work is billable
  • All audit related work is billable
  • Training - $350/hr

Customer Expectations

  • Provide a completed service order with requirements

To get help or order this service

  • Orders for new installations, changes, moves or removal of services are required to go through your Agency’s Telco Coordinator; charges may apply that requires authorization.  (Find your Telco Coordinator)
  • Agency Telco Coordinator must submit a fully populated service order form per instructions; enter a new Assyst ticket in the “Office or Landline Service" at
  • Report trouble with service: