ENA SmartVoice Premium Attendant

Note: In this guide, the terms "Premium Attendant" and "Auto Attendant" are used interchangeably.

Plan

With your ENA SmartVoice Premium Attendant you can offer callers a variety of options. Click here to download a planning sheet which will help you map out what options you want to present callers at different times of day.

Log In

In the Lines tab of your ENA SmartVoice Administrator portal, click View individual settings from the Actions drop down menu for the Premium Attendant you would like to configure.

Access through the User portal

Point your browser to https://my.ena.com/smartvoice-user/ and enter the 10-digit number and the account password for the ENA SmartVoice Premium Attendant.

Note: If your Premium Attendant is an extension only number, and not a direct dial number with an area code and 7 digits, the 10-digit number includes the prefix for your business group. You see the full 10-digit number under the Lines tab in your ENA SmartVoice Administrator portal.

Create and Configure Schedule

Click Schedule.

Note: If your system call flow is designed so callers reach a main number first and are forwarded to the Premium Attendant at certain times of day (e.g., calls ring live to the front office during the day and are forwarded to the Premium Attendant after hours), scheduling will be handled "upstream" of the Premium Attendant.

Note: The first time you access the ENA SmartVoice Premium Attendant Schedule, you see the option to select an "example" schedule or a "blank" schedule. In this guide, we are using the "blank" schedule.

Your ENA SmartVoice Premium Attendant is pre-loaded with a 24/7/365 schedule period named All other times. If you are going to use a single announcement and set of options for callers, this is the only schedule period you need.

If you want caller to hear a different message and have different options depending on the time of day:

  1. Click Add New Period
  2. Type in the name for the new schedule period.
  3. Click Ok
  4. With the new schedule period selected on the left, use your mouse to paint in the hours you would like to include in this schedule period. In this example, we will define school hours to be 7:30am to 3:30pm, Monday-Friday.
  5. Click Apply.
  6. Note: In the default view, the schedule shows in hour periods. Click Zoom In to show the schedule in 15 minute increments and Zoom Out to toggle back to viewing the schedule in hour increments.

Create and Configure Menus and Announcements

Create a menu

Menus are where you define what action will happen when a caller presses a specific key.

Note: Each schedule period must be assigned a menu.

You can create a menu from the Schedule tab or by clicking Add New Menu under the Menu tab. In this example, we will create a menu for school hours from the Schedule tab.

  1. Click Create New Menu from the During this period, use this menu: dropdown.
  2. Type in the name of the new menu.
  3. Click Ok.
  4. Click Apply.
  5. Click Menus.

Create or Assign Announcement

  1. Before configuring the menu any further, the system requires you to assign an announcement to the menu. To do this, open the Menu announcement drop down.
    In this example, we do not have any announcements created, so we click Create New Announcement to create and assign a placeholder. We will go back and record it later.
  2. Type in the name for your announcement.
  3. Click Ok.
  4. Click Apply.

Define actions when caller presses key

Go to Keys tab in the Menus tab to define what happens when a caller presses a key

  1. Click Keys.
  2. From the dropdown menu by each key, select the option you would like to assign to it. Fill out any fields that pop up for the selection. For example, when you choose Transfer to Phone you see a field to select or enter the number to which you would like the caller to be transferred when they press that key.
    Repeat this step for all the keys you want to program.
  3. Click Apply.

Repeat these steps for all schedule periods and their associated menus and announcements.

Available options are shown in the table below.

Key Option Description
Use Default Key is programmed for whatever you set as the default action in the Advanced settings tab.
Transfer to Phone When caller presses key, is transferred to a designated extension or number. Number can be internal or external.
Transfer to Voicemail When caller presses key, is transferred to the voicemail of designated extension. Number must be internal.
Dial by Extension When caller presses key, hears system announcement to enter the extension of party would like to reach.

Note: Rather than press a key for Dial by Extension, you may offer callers the option to Dial by Extension at any time.

Dial by Name When caller presses key, accesses Dial by Name directory.

Note: In order for a name to appear in the Dial by Name directory, the voicemail for that extension must be set up.

Voicemail by Extension

When caller presses key, hears system announcement to enter the extension of party would like to reach.

Once extension is entered, caller is immediately connected to the recipient's voicemail.

Voicemail by Name

When caller presses key, accesses Dial by Name directory.

Once name is entered, caller is immediately connected to the recipient's voicemail.

Note: In order for a name to appear in the Dial by Name directory, the voicemail for that extension must be set up.

Intercept Mailbox When caller presses key, is transferred to mailbox configured in Other Settings in the Advanced tab.
Go to Menu When caller presses key, accesses another Premium Attendant menu which you designate. This is how you create a tree structure for your Premium Attendant.
Return to Previous Menu When caller presses key, hears previous menu. If there is no previous menu, caller hears current menu.
Replay Menu When caller presses key, hears current menu.
Announcement - Return When caller presses key, hears designated announcement. When announcement is finished, hears menu announcement.
Announcement - Hang up When caller presses key, hears designated announcement. When announcement is finished, Premium Attendant hangs up.
Hang up Premium Attendant hangs up.

Record or Upload Announcements

You can:

  • Record announcements via any ENA SmartVoice phone in your system on which voicemail has already been set up
  • Record announcements via a phone outside of your ENA SmartVoice system (e.g., your cell, home, etc.)
  • Record announcements from your computer using the record feature in the Premium Attendant portal
  • Upload a pre-recorded announcement

Record announcement from ENA SmartVoice phone

  1. Access voicemail from any ENA SmartVoice phone on which voicemail has already been set up.
  2. When asks for PIN, press the star key (*).
  3. When asks for area code and phone number, enter the 10-digit number for the Premium Attendant, followed by the pound key (#).
  4. Note: If your Premium Attendant is an extension only number, and not a direct dial number with an area code and 7 digits, the 10-digit number includes the prefix for your business group. You see the full 10-digit number under the Lines tab in your ENA SmartVoice Administrator portal.

  5. When asks for PIN, enter the PIN provided by ENA, and press the pound key (#).
  6. Select option 1, “Change premium attendant configuration.”
  7. Select option 2, “Edit announcement."
  8. When hear “Please enter the number of the announcement you would like to record,” enter announcement number.
    You will find the announcement number under the “Announcements” tab in the Premium Attendant portal.
  9. Follow the prompts

Record announcement from non-ENA SmartVoice phone

  1. Dial 877-675-1152.
  2. When asks for area code and phone number, enter the 10-digit number for the Premium Attendant, followed by the pound key (#).
  3. Note: If your Premium Attendant is an extension only number, and not a direct dial number with an area code and 7 digits, the 10-digit number includes the prefix for your business group. You see the full 10-digit number under the Lines tab in your ENA SmartVoice Administrator portal.

  4. When asks for PIN, enter the PIN provided by ENA, and press pound key (#).
  5. Select option 1, “Change premium attendant configuration.”
  6. Select option 2, “Edit announcement."
  7. When hear “Please enter the number of the announcement you would like to record,” enter announcement number.
    You will find the announcement number under the “Announcements” tab in the Premium Attendant portal.
  8. Follow the prompts

Record announcement using Built-in recorder

  1. Connect a microphone to your computer and press the record button next to the announcement under the “Announcements” tab.
  2. Click the record button in the console and record your announcement.
  3. Click Save

Upload a pre-recorded announcement

  1. In the Announcements tab, click on the name of the announcement for which you would like to upload an audio file.
  2. Note: If you have not yet created the announcement, click Add New Announcement and follow the prompts.

  3. Select Upload Announcement from the drop down menu and follow the prompts.
  4. Note: The audio file must be in a G711 WAV (8-bit, ulaw / alaw, mono, 8kHz), 16-bit PCM WAV (16-bit, PCM, mono, 16kHz) format.

Manage Dial-By-Name and Dial-By-Extension directories

Each user is prompted to record his or her name when setting up voicemail. In order for a staff member to show up in the dial-by-name or dial-by-extension directory , he or she must have recorded a name the system can access. If a name was recorded, a green override link will display under Spoken Name. If the user did not record a name, a red record link will display in that column. If necessary, you can record a user’s name from a computer with a microphone.

Exclude users from dial-by-name and dial-by-extension directories

By default, all extensions are included in the dial-by-name and dial-by-extension directories. To exclude an extension:

  1. Check the box to the left of the extension number.
  2. Click Mark as Excluded.

Turn on the option for caller to dial a party's extension at any time

The option for callers to enter their party's extension at any time during the announcement is turned off by default. If you would like to turn this option on for callers:

  1. Click Callers are allowed to dial by extension at any time.
  2. Click At any time.
  3. Click Apply.

Activate or Forward Calls to Another Number

Activate

When your ENA Premium Attendant menus are set up and the associated announcements are recorded, you activate it by:

  1. Clicking Main
  2. Clicking Turn ON

Forward Calls to ENA SmartVoice Premium Attendant to Another Number

If your ENA SmartVoice Premium Attendant number is one that callers can dial directly (e.g., School or library's main number) and you do not have the opportunity to configure it and record announcements prior to your system go-live, you may forward incoming calls to another number (e.g., main office). To do this:

  1. Under the Main tab, click this number is unreachable
  2. Click Forward callers to:
  3. Enter the number
  4. Click Apply