An auto attendant is an automated system that allows you to offer 24/7 call handling. The system answers the incoming calls and routes the callers to an answering service, a live person, or voicemail without the intervention of an operator or receptionist. With this feature, you can ensure efficient call handling and callers' needs are met.

Here are some of the key features of an auto attendant:

Create business hours schedules during which your auto attendant operates.
Create after hours, holiday, or any special closure schedules during which your holiday auto attendant operates.
Provide dialing menu options to direct your customers where they need to go when they enter a specific number.
Customize greetings to address your caller’s needs.

Kreiranje novog automatskog pomoćnika

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Add New .
4	Select a Location from the drop-down menu. Once the auto attendant is created, you can't change the location later. A location is a container with a location-specific calling configuration. Više informacija potražite u članku Konfigurisanje Cisco Webex pozivanja vaše organizacije. Prilikom konfigurisanja automatskog pomoćnika možete da obezbedite broj automatskih prisutnih za svaku lokaciju ili organizaciju.
5	Auto Attendant Name—Enter a name for the auto attendant.
6	Phone Number and Extension—Assign a primary phone number and an extension to the auto attendant. If you leave the extension field blank, the system automatically assigns the last four digits of the phone number as an extension for this auto attendant. To modify it, see Edit auto attendant phone numbers section.
7	Enter Caller ID First Name and Last Name. The Caller ID is used for calls that are forwarded outside of this auto attendant. For customers in the Asia-Pacific region, the Caller ID Name field is auto-populated with the username. Ne možete da izmenite polje "Ime ID-a pozivaoca".
8	Language—Select a language from the drop-down menu. The selected language is used for default voice greetings and other voice prompts based on menu settings.
9	Kliknite na Dalje.
10	On the Business Hours Schedule page, set the hours during which your business hours auto attendant operates. You can choose an existing schedule from the drop-down, or create a new schedule. Kliknite na Dalje. The existing schedule drop-down displays all the business hours schedules that you created for the location. To create a new schedule for location, see Create a schedule.
11	On the Holiday Schedule page, set the days during which your holiday auto attendant operates. You can choose an existing schedule from the drop-down, or create a new schedule. Kliknite na Dalje. The existing schedule drop-down displays all the holiday schedules that you created for the location. To create a new schedule for location, see Create a schedule.
12	On the Greeting page, set the greetings or announcement that's played for both business hours and after hours. Under both the Business Hours and After Hours tabs, you can choose to play the default greeting or you can choose a custom greeting to upload an audio recording, or record your own greeting. Kliknite na Dalje. Više informacija za snimanje sa telefona i probne skripte za pozdrav možete pronaći tako što ćete kliknuti na Uputstvo za snimanje na telefonu i pokazati mi uzorak skripte. To record by phone, first you need to set up your voice portal number and passcode for the location this auto attendant is associated with. For details, see Configure voice portals for Webex Calling.
13	Na stranici "Redigovanje ", ispod svake kartice pregledajte nove postavke automatskog čuvara da biste se uverili da je sve ispravno. Click Create to save.

Hoćeš da vidiš kako se to radi? Watch this video demonstration on how to create a new auto attendant in Control Hub.

Onemogućavanje automatskog pomoćnika

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant that you want to disable.
5	Go to the Overview section and turn off the Enable Auto Attendant toggle.
6	Kliknite na Sačuvaj.

Uređivanje opštih postavki automatskog čuvara

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant.
5	Go to Overview section and click General Settings.
6	View or edit the Language from the Language drop-down.
7	Prikažite ili uredite vremensku zonu iz padajuće liste Vremenske zone.
8	View or edit the Caller ID which is used when calls are transferred out of this auto attendant.
9	Kliknite na dugme Sačuvaj.

Uređivanje brojeva telefona automatskog čuvara

You can change your auto attendant phone numbers and add up to 10 alternate numbers.

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant.
5	Go to Overview section and click Phone numbers.
6	Edit the Primary Phone Number and Extension. If you've left the extension field blank when creating the auto attendant, the system automatically assigns the last four digits of the phone number as an extension for this auto attendant.
7	Search and add Alternate Numbers.
8	Kliknite na Sačuvaj.

Configure auto attendant call forwarding

You can forward all incoming calls based on a set of criteria that you define.

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant.
5	Go to Overview section and click Call Forwarding.
6	Turn on the Call Forwarding toggle.
7	Odaberite jednu od sledećih opcija: Always Forward Calls—Always forward calls to a designated number. Selectively Forward Calls—Forward calls to a designated number depending on criteria. If you choose Selectively Forward Calls, you need to have at least one rule for call forwarding to be active.
8	If you choose Always Forward Calls, choose a number click Save. When choosing Always Forward or Selectively Forward, select Send to Voicemail to forward all calls to an internal voicemail. The Send to Voicemail option is disabled when you enter an external number. A virtual line number can also be added as a number to forward the calls to.
9	Ako odaberete opciju Selektivno prosleđivanje, kreirajte pravilo tako što ćete kliknuti na dugme "Dodaj kada se prosleđi" ili " Dodaj kada se ne prosledi". On provisioning the Selectively Forward Calls option, the Add When Not to Forward rule takes precedence over the Add When to Forward rule.
10	Enter a Rule Name.
11	For When to Forward or When Not to Forward, select a Business Hours Schedule and Holiday Schedule from the drop-down.
12	For Forward To, choose a Default Phone Number or Different Phone Number to forward the calls to.
13	For Calls From, choose to forward calls from Any Number or Selected Numbers. If you choose Selected Numbers, select the following options: Any Private Numbers—Forwards calls from private numbers. Any Unavailable Numbers—Forwards calls from unavailable numbers. Add Specific Numbers—Forwards calls from up to 12 numbers that you define.
14	Za pozive zaizaberite broj ili alternativni broj iz padajuće ćelije da biste prosledili poziv kada budete primljeni na ovaj broj u vašoj organizaciji.
15	Kliknite na Sačuvaj.

The rules created for the selectively forward calls are processed based on the following criteria:

The rules are sorted in the table by rule name character. Primer: 00_rule, 01_rule, and so on.
The "Not to Forward" rule always takes precedence over the "Forward" rule.
The rules are processed based on the order they are listed in the table.
You can create multiple rules. However, if a rule is satisfied, the system no longer checks the next rule. If you want the specific rule to check first, we suggest that you update the rule name with numbers. Na primer: If you want the holiday rule to check before the business closed hours rule, then name the rule as 01-Holiday and 02-Closed.

To know more about the basic functionality and examples of the selectively forward call, see Configure Call Forwarding Selective for Webex Calling.

Šta je sledeće

Kada kreirate pravilo, možete da omogućite ili onemogućite pravilo koristeći preklopnik pored pravila u tabeli. Pravilo možete da promenite ili izbrišete u bilo kom trenutku tako što ćete kliknuti na dugme "Uredi " ili Delete icon

Hunt group call forwarding settings in Control Hub, 'When to Forward' and 'When Not to Forward' rule table.

Edit auto attendant dialing options

Podesite opcije biranja broja tako da budu specifične za kupca ili lokaciju/lokaciju.

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant.
5	Go to Overview section and click Dialing Options.
6	Izaberite jednu od sledećih opcija: Organizacija Lokacija
7	Kliknite na Sačuvaj.

Edit business hours auto attendant

Edit business hours schedules

Možete dodeliti raspored radnih sati kreiran prethodno ili kreirati sopstveni raspored poslovnih sati za automatskog pomoćnika.

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant to edit from the list.
5	Go to Business hours auto attendant section and click Schedule.
6	Izaberite jednu od sledećih opcija: Assign an existing schedule—Select a previously created schedule from the drop-down menu. To edit an existing schedule, see Edit or delete a schedule. Create a new schedule—Create a new name for the schedule and select the business hours.
7	Kliknite na Sačuvaj.

Edit business hours menu options

Dodelite različite funkcije svakom broju tastature. Ove postavke usmeravaju kupce tamo gde treba da idu kada unesu određeni broj na telefon.

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant to edit from the list.
5	Go to Business hours auto attendant section and click Menu.
6	Select Enable extension dialing without requiring a menu item to allow callers to directly dial an extension at any time. The Extension Dialing option for Auto Attendant applies only to Webex Calling subscribers.
7	Kliknite na Sačuvaj.

Edit business hours greeting

Ovo je poruka koju klijenti čuju kada zovu tokom radnog vremena. Pozdravne poruke često imaju kratku poruku dobrodošlice i navode opcije menija.

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant to edit from the list.
5	Go to Business hours auto attendant section and click Greeting.
6	Izaberite jednu od sledećih opcija: Default Greeting—Plays a default greeting for incoming calls. Custom Greeting—Upload an audio file, or record a greeting using the recording function. Audio (WAV) datoteka mora da ispunjava sledeće uslove: 8 ili 16 kHz 8-bitni ili 16-bitni mono µ-law, A-law ili PCM Maksimalna veličina datoteke od 2MB (ili približno 4 minuta reprodukcije) Više informacija za snimanje sa telefona i probne skripte za pozdrav možete pronaći tako što ćete kliknuti na Uputstvo za snimanje na telefonu i pokazati mi uzorak skripte. To record by phone, first you need to set up your voice portal number and passcode for the location this auto attendant is associated with. For details, see Configure voice portals for Webex Calling.
7	Kliknite na Sačuvaj.

Edit after hours auto attendant

Edit after hours menu options

Dodelite različite funkcije svakom broju tastature da biste usmerili kupce tamo gde treba da idu kada unesu određeni broj na telefon. Meni koji ste podesili posle radnog vremena odnosi se i na praznični raspored.

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant to edit from the list.
5	Go to After hours auto attendant section and click Menu.
6	Select Enable extension dialing without requiring a menu item to allow callers to directly dial an extension at any time.
7	Kliknite na Sačuvaj.

Edit after hours greeting

Ovo je poruka koju klijenti čuju kada pozovu posle radnog vremena. Pozdravne poruke često imaju kratku poruku dobrodošlice i navode opcije menija. Meni koji ste podesili posle radnog vremena odnosi se i na praznični raspored.

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant to edit from the list.
5	Go to After hours auto attendant section and click Greeting.
6	Izaberite jednu od sledećih opcija: Default Greeting—Plays a default greeting for incoming calls. Custom Greeting—Upload an audio file, or record a greeting using the recording function. Audio (WAV) datoteka mora da ispunjava sledeće uslove: 8 ili 16 kHz 8-bitni ili 16-bitni mono µ-law, A-law ili PCM Maksimalna veličina datoteke od 2MB (ili približno 4 minuta reprodukcije) Više informacija za snimanje sa telefona i probne skripte za pozdrav možete pronaći tako što ćete kliknuti na Uputstvo za snimanje na telefonu i pokazati mi uzorak skripte. To record by phone, first you need to set up your voice portal number and passcode for the location this auto attendant is associated with. For details, see Configure voice portals for Webex Calling.
7	Kliknite na Sačuvaj.

Edit auto attendant holiday schedules

Podesite dane tokom kojih radi vaš praznični auto-dežurni radnik. Možete da dodelite raspored letovanja koji je prethodno kreiran ili da kreirate sopstveni raspored letovanja za automatskog pomoćnika.

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	Select an auto attendant to edit from the list.
5	Go to Holiday auto attendant section and click Schedule.
6	Izaberite jednu od sledećih opcija: Assign an existing schedule—Select a previously created schedule from the drop-down. To edit an existing schedule, see Edit or delete a schedule. Create a new schedule—Create a new name for the schedule and select holidays for your organization.
7	Kliknite na Sačuvaj.

Bulk manage auto attendant

Možete masovno da upravljate automatskim attendantima sa masovnim umetanjima/ispravkama za automatske prisutne. Administrators can import/export auto attendants with a CSV file.

Exporting CSV file into ZIP file format: Prilikom izvoza podataka u CSV datoteku, broj zapisa može da premaši 1000. In such cases, the ZIP file is downloaded, where the ZIP file contains the full set of record(s) in a single CSV file. A separate folder containing all the data is broken down into multiple CSV files with less than 1000 records. Ove datoteke se generišu da bi administratori brzo uvezli sve ispravke i otpremili ih.

If you have many auto attendants to add, the bulk manage auto attendant option is convenient and the CSV support reduces effort for deployment and migration.

Every auto attendant created in the Control Hub requires populating a wizard with many parameters and the CSV support streamlines the process.

The following functionalities are coming soon:

Brisanje celih instanci automatskog pomoćnika
Pravilo za kreiranje/izmenu/brisanje prosleđivanja poziva
Razotkrivanje masovnih CSV operacija kao spoljnih API-ja na Hidra portalu
Kreiranje novih rasporeda

Priprema CSV datoteke

Kolona	Add an auto attendant	Edit an auto attendant	Opis	Podržane vrednosti
Ime	Obavezno	Obavezno	Enter the name of the auto attendant.	1-30 znakova
Broj telefona	Mandatory if the extension is left blank	Mandatory if the extension is left blank	Unesite broj telefona. Morate imati ili broj telefona ili proširenje.	Use E.164 numbers for CSV import. Example: +12815550100 NAPOMENA: Ensure the location is on the Locations tab in the Control Hub.
Lokal	Mandatory if the phone number is left blank	Mandatory if the phone number is left blank	Unesite proširenje. Morate imati ili broj telefona ili proširenje.	Two to ten digit extension. Primer: 00-999999. Extensions that match emergency numbers in the location country aren’t allowed. Primer: You can't use 911 as an extension in the U.S.
Lokacija	Obavezno	Obavezno	Unesite lokaciju da biste dodali automatske čuvare.	Primer: U San Hozeu. NAPOMENA: Ensure the location is on the Locations tab in the Control Hub.
Vremenska zona	Opcionalno	Opcionalno	Unesite ključ vremenske zone za automatski prisutni. Ova vremenska zona se odnosi na rasporede primenjene na automatske prisutne.	Primer: Amerika/Čikago. Broj znakova: 1-127
Šifra jezika	Opcionalno	Opcionalno	Unesite jezik objave za automatske pomoćnike.	Primer: en_us
Ime ID-a pozivaoca	Obavezno	Obavezno	Unesite ime koje će biti prikazano za automatskog pomoćnika. ID pozivaoca se koristi kada je omogućeno prosleđivanje poziva i kada se pozivi prosleđuju.	Primer: San. Broj znakova: 1-30 NAPOMENA: Only UTF-8 characters are supported.
Prezime ID-a pozivaoca	Obavezno	Obavezno	Enter the last name to display for the auto attendant. ID pozivaoca se koristi kada je omogućeno prosleđivanje poziva i kada se pozivi prosleđuju.	Primer: Hoze. Broj znakova: 1-30 NAPOMENA: Only UTF-8 characters are supported.
Poslovni raspored	Obavezno	Obavezno	Unesite ime poslovnog rasporeda.	Primer: 00_Closed
Praznični raspored	Obavezno	Obavezno	Unesite ime prazničnog rasporeda.	Primer: 01_Holiday
Tip biranja broja	Opcionalno	Opcionalno	Enter the dialing type.	ENTERPRISE,GROUP
Business Hours Menu Extension Enabled	Opcionalno	Opcionalno	Enter TRUE to enable the business hours menu extension. Enter FALSE to disable the business hours menu extension.	TRUE, FALSE
After Hours Menu Extension Enabled	Opcionalno	Opcionalno	Enter TRUE to enable the after hours menu extension. Enter FALSE to disable the after hours menu extension.	TRUE, FALSE
Auto Attendant Enable	Opcionalno	Opcionalno	Enter ENABLED to enable the option. Enter DISABLED to disable the option.	ENABLED, DISABLED
Radnja za rezervne brojeve	Opcionalno	Opcionalno	Unesite ADD da biste dodali rezervne brojeve koje navedete u ovom redu. Unesite REMOVE da biste uklonili rezervne brojeve koje navedete u redu. Enter REPLACE if you want to remove all previously entered alternate numbers and replace it with the alternate numbers you’re adding in this row only.	ADD, REMOVE,REPLACE
Business Hours Greeting Type	Opcionalno	Opcionalno	Enter the business hours greeting type as Default or Custom. If you enter Custom, then enter the business hours announcement name, media type, and level details.	DEFAULT, CUSTOM
Business Hours Announcement Name	Opcionalno	Opcionalno	Enter the business hours announcement name.	Primer: Service-outage_loc.wav
Business Hours Announcement Media Type	Opcionalno	Opcionalno	Enter the business hours announcement media type.	WAV
Business Hours Announcement Level	Opcionalno	Opcionalno	Enter the level (organization, location, or auto attendant/entity) at which the custom announcement is defined.	LOCATION, ORGANIZATION, ENTITY
After Hours Greeting Type	Opcionalno	Opcionalno	Enter the after hours greeting type as Default or Custom. If you enter Custom, then enter the after hours announcement name, media type, and level details.	DEFAULT, CUSTOM
After Hours Announcement Name	Opcionalno	Opcionalno	Enter the after hours announcement name.	Primer: Holiday-announcement-org.wav
After Hours Announcement Media Type	Opcionalno	Opcionalno	Enter the after hours announcement media type.	WAV
After Hours Announcement Level	Opcionalno	Opcionalno	Enter the level (organization, location, or auto attendant/entity) at which the custom announcement is defined.	LOCATION, ORGANIZATION, ENTITY
Business Hours Press 0–9, * and # Description	Mandatory if Business Hours Press 0–9, * and # Description is left blank	Mandatory if Business Hours Press 0–9, * and # Description is left blank	Izaberite vrstu radnog vremena.	Primer: Opis Character Length: 1-20
Business Hours Press 0–9, * and # Action	Mandatory if Business Hours Press 0–9, * and # Action is left blank	Mandatory if Business Hours Press 0–9, * and # Action is left blank	Izaberite vrstu radnog vremena.	OBJAVA REPRODUKCIJE_ TRANSFER CALL_WITH_PROMPT TRANSFER CALL_WITHOUT_PROMPT TRANSFER CALL_TO_OPERATOR TRANSFER_TO_VOICEMAIL DIAL_BY_NAME DIAL_BY_EXTENSION MENI PONAVLJANJA_ EXIT_MENU
Business Hours Press 0–9, * and # Value	Mandatory for few Actions such as PLAY_ANNOUNCEMENT, TRANSFER_WITH_PROMPT, TRANSFER_WITHOUT_PROMPT, TRANSFER_TO_OPERATOR, TRANSFER_TO_VOICEMAIL	Mandatory for few Actions such as PLAY_ANNOUNCEMENT, TRANSFER_WITH_PROMPT, TRANSFER_WITHOUT_PROMPT, TRANSFER_TO_OPERATOR, TRANSFER_TO_VOICEMAIL	Additional value is needed to perform certain actions.	The format for the Play announcement file is Announcement Name \| Announcement Type \| Announcement Level Primer: CycloneAlert.wav \| WAV \| LOCATION NAPOMENA: Enter Type in ALL CAPS Other supported actions require a valid phone number or extension.
After Hours Press 0–9, * and # Description	Mandatory if After Hours Press 0–9, * and # Description is left blank	Mandatory if After Hours Press 0–9, * and # Description is left blank	Izaberite vrstu posle radnog vremena.	Primer: Opis Character Length: 1-20
After Hours Press 0-9, * and # Action	Mandatory if After Hours Press 0–9, * and # Action is left blank	Mandatory if After Hours Press 0–9, * and # Action is left blank	Izaberite vrstu posle radnog vremena.	OBJAVA REPRODUKCIJE_ TRANSFER CALL_WITH_PROMPT TRANSFER CALL_WITHOUT_PROMPT TRANSFER CALL_TO_OPERATOR TRANSFER_TO_VOICEMAIL DIAL_BY_NAME DIAL_BY_EXTENSION MENI PONAVLJANJA_ EXIT_MENU
After Hours Press 0-9, * and # Value	Mandatory for few Actions such as PLAY_ANNOUNCEMENT, TRANSFER_WITH_PROMPT, TRANSFER_WITHOUT_PROMPT, TRANSFER_TO_OPERATOR, TRANSFER_TO_VOICEMAIL	Mandatory for few Actions such as PLAY_ANNOUNCEMENT, TRANSFER_WITH_PROMPT, TRANSFER_WITHOUT_PROMPT, TRANSFER_TO_OPERATOR, TRANSFER_TO_VOICEMAIL	Additional value is needed to perform certain actions	The format for the Play announcement file is: Announcement Name \| Announcement Type \| Announcement Level Primer: CycloneAlert.wav \| WAV \| LOCATION NAPOMENA: Enter Type in ALL CAPS Other supported actions require a valid phone number or extension.
Alternate Number 1, Alternate Number 2… Alternate Number 10	Opcionalno	Opcionalno	Enter the alternate numbers to assign to the auto attendants.	Primer: 1112223333 Broj znakova: 1-23 NAPOMENA: Enter Type in ALL CAPS Other supported actions require a valid phone number or extension.
Alternate Number 1 Ring Pattern, Alternate Number 2 Ring Pattern... Alternate Number 10 Ring Pattern	Opcionalno	Opcionalno	If distinctive ringing is enabled for alternate numbers, enter the distinctive ringing ring pattern.	NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT

Masovno upravljanje automatskim attendantima

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card.
4	The Manage Auto Attendant window displays.
5	Izaberite lokaciju sa padajuće liste da biste preuzeli podatke za automatske čuvare na toj lokaciji ili izaberite sve lokacije za preuzimanje podataka za sve automatske prisutne.
6	Kliknite na dugme Preuzmi podatke ili preuzmi .csv da biste proverili da li je CSV datoteka ispravno oblikovana, obavezno popunite potrebne informacije.
7	Add or edit the first and last name, phone number, and so on, and upload the updated CSV file.
8	Click View Import history/Tasks to view the status of your CSV import and see whether you've encountered any errors.

View auto attendant analytics

1	Prijavite se u kontrolno čvorište.
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card and click Manage.
4	On the Auto Attendant page, click Manage > View Analytics. The Analytics page appears.
5	Click the Auto-Attendant tab to find the auto attendant call details. Više informacija potražite u članku Analitika za vaš portfolio za saradnju u oblaku.

Generisanje izveštaja o automatskom čuvaru

Možete da generišete izveštaj koji navodi sve dolazne pozive koji su stigli do usluge automatskog čuvara.

1	Prijavite se u kontrolno čvorište.
2	Go to Monitoring > Reports.
3	Under Templates, click Calling and click the following reports: Rezime statistike automatskog službenika Ključni detalji rada automatskog službenika tokom radnog vremena Ključni detalji rada automatskog službenika van radnog vremena For more information, see Reports for Your Cloud Collaboration Portfolio.

Access the auto attendant launch kit

Download the Launch Kit to see what an auto attendant can do. Access the greeting samples and email templates to get you started.

Hvala na povratnim informacijama.

Upravljanje automatskim službenicima