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.

新建自动助理

1	登录到 Control Hub。
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. 请参阅配置组织 Cisco Webex Calling 获取更多信息。在配置自动助理时，您可以为各个位置或组织预配置自动与会者的数量。
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. 您无法修改主叫号码的名称字段。
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	单击下一步。
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. 单击下一步。 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. 单击下一步。 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. 单击下一步。您可以单击电话录音说明和展示示例脚本，获得更多有关电话录音说明和问候语示例脚本的内容。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	在查看页面，在各标签页下，查看新的自动助理设置以确保所有设置正确。Click Create to save.

想要了解其执行方式吗？Watch this video demonstration on how to create a new auto attendant in Control Hub.

禁用自动助理

1	登录到 Control Hub。
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	单击保存。

编辑自动助理常规设置

1	登录到 Control Hub。
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	从时区下拉列表中查看或编辑时区。
8	View or edit the Caller ID which is used when calls are transferred out of this auto attendant.
9	单击保存。

编辑自动助理电话号码

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

1	登录到 Control Hub。
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	单击保存。

Configure auto attendant call forwarding

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

1	登录到 Control Hub。
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	选择以下选项之一： 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	如果您选择选择性转发，则通过单击添加时间以转发或添加不转发时间来创建规则。 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	对于呼叫至，从下拉列表中选择一个号码或备用号码，以在组织中通过该号码接收呼叫时进行呼叫转发。
15	单击保存。

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. 例如：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. 例如：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.

下一步

创建规则后，您可以使用表中规则旁的切换，启用或禁用规则。您也可以随时单击编辑或 Delete icon

以更改或删除规则。

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

Edit auto attendant dialing options

针对客户或位置/站点，设置拨号选项。

1	登录到 Control Hub。
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	选择以下选项之一：组织位置
7	单击保存。

Edit business hours auto attendant

Edit business hours schedules

您可以分配先前创建的工作时间安排，或为自动助理创建您自己的工作时间安排。

1	登录到 Control Hub。
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	选择以下选项之一： 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	单击保存。

Edit business hours menu options

为每个键盘号码分配不同的功能。当客户在电话上输入特定号码时，这些设置会将他们接入相应的线路。

1	登录到 Control Hub。
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	单击保存。

Edit business hours greeting

这是您的客户在工作时间呼叫时将听到的留言。问候语通常包含简短的欢迎语并列举菜单选项。

1	登录到 Control Hub。
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	选择以下选项之一： Default Greeting—Plays a default greeting for incoming calls. Custom Greeting—Upload an audio file, or record a greeting using the recording function. 音频 (WAV) 文件必须满足以下要求： 8 或 16 kHz 8 或 16 位单声道 u-law、A-law 或 PCM 文件大小上限为 2MB（或播放时长约 4 分钟）您可以单击电话录音说明和展示示例脚本，获得更多有关电话录音说明和问候语示例脚本的内容。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	单击保存。

Edit after hours auto attendant

Edit after hours menu options

为各键盘数字分配不同功能，以便当客户在电话上输入特定号码时，这些设置会将客户引导至目的方向。为非工作时间设置的菜单同样适用于节假日安排。

1	登录到 Control Hub。
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	单击保存。

Edit after hours greeting

这是您的客户在非工作时间呼叫时将听到的留言。问候语通常包含简短的欢迎语并列举菜单选项。为非工作时间设置的菜单同样适用于节假日安排。

1	登录到 Control Hub。
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	选择以下选项之一： Default Greeting—Plays a default greeting for incoming calls. Custom Greeting—Upload an audio file, or record a greeting using the recording function. 音频 (WAV) 文件必须满足以下要求： 8 或 16 kHz 8 或 16 位单声道 u-law、A-law 或 PCM 文件大小上限为 2MB（或播放时长约 4 分钟）您可以单击电话录音说明和展示示例脚本，获得更多有关电话录音说明和问候语示例脚本的内容。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	单击保存。

Edit auto attendant holiday schedules

设置节假日自动助理的运行天数。您可以分配先前创建的节假日安排，或为自动助理创建您自己的节假日安排。

1	登录到 Control Hub。
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	选择以下选项之一： 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	单击保存。

Bulk manage auto attendant

您可以通过批量插入/更新自动助理来批量管理自动助理。Administrators can import/export auto attendants with a CSV file.

Exporting CSV file into ZIP file format: 将数据导出到 CSV 文件时，记录数可能超过 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. 这些文件是为管理员快速导入任何更新和上传而生成的。

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:

删除整个自动助理实例
创建/修改/删除呼叫转发规则
将批量 CSV 操作作为外部 API 显示于 Hydra 门户
创建新计划

准备 CSV

列	Add an auto attendant	Edit an auto attendant	描述	支持的值
姓名	强制	强制	Enter the name of the auto attendant.	1-30 个字符
电话号码	Mandatory if the extension is left blank	Mandatory if the extension is left blank	请输入电话号码。必须提供电话号码或分机号。	Use E.164 numbers for CSV import. Example: +12815550100 注：Ensure the location is on the Locations tab in the Control Hub.
分机号	Mandatory if the phone number is left blank	Mandatory if the phone number is left blank	输入分机。必须提供电话号码或分机号。	Two to ten digit extension. 例如：00-999999. Extensions that match emergency numbers in the location country aren’t allowed. 例如：You can't use 911 as an extension in the U.S.
地点	强制	强制	输入要添加自动与会者的位置。	例如：圣何塞。注：Ensure the location is on the Locations tab in the Control Hub.
时区	可选	可选	输入自动与会者时区密钥。此时区适用于应用于自动与会者的计划。	例如：美洲/芝加哥。字符长度：1-127
语言代码	可选	可选	输入自动助理的公告语言。	例如： en_us
主叫号码名字	强制	强制	输入要显示给自动助理的名字。启用呼叫转移并转出呼叫时，系统会使用主叫号码。	例如：三。字符长度：1-30 注：Only UTF-8 characters are supported.
主叫号码姓氏	强制	强制	Enter the last name to display for the auto attendant. 启用呼叫转移并转出呼叫时，系统会使用主叫号码。	例如：何塞。字符长度：1-30 注：Only UTF-8 characters are supported.
工作时间安排	强制	强制	输入业务安排名称。	例如：00_Closed
假日安排	强制	强制	输入节假日安排名称。	例如：01_Holiday
拨号类型	可选	可选	Enter the dialing type.	ENTERPRISE,GROUP
Business Hours Menu Extension Enabled	可选	可选	Enter TRUE to enable the business hours menu extension. Enter FALSE to disable the business hours menu extension.	TRUE 和 FALSE
After Hours Menu Extension Enabled	可选	可选	Enter TRUE to enable the after hours menu extension. Enter FALSE to disable the after hours menu extension.	TRUE 和 FALSE
Auto Attendant Enable	可选	可选	Enter ENABLED to enable the option. Enter DISABLED to disable the option.	ENABLED, DISABLED
备用号码操作	可选	可选	输入 ADD 可添加此行中列出的备用号码。输入 REMOVE 可删除此行中列出的备用号码。 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	可选	可选	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	可选	可选	Enter the business hours announcement name.	例如： Service-outage_loc.wav
Business Hours Announcement Media Type	可选	可选	Enter the business hours announcement media type.	WAV
Business Hours Announcement Level	可选	可选	Enter the level (organization, location, or auto attendant/entity) at which the custom announcement is defined.	LOCATION, ORGANIZATION, ENTITY
After Hours Greeting Type	可选	可选	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	可选	可选	Enter the after hours announcement name.	例如： Holiday-announcement-org.wav
After Hours Announcement Media Type	可选	可选	Enter the after hours announcement media type.	WAV
After Hours Announcement Level	可选	可选	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	选择工作时间类型。	例如：说明 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	选择工作时间类型。	播放_公告 TRANSFER CALL_WITH_PROMPT TRANSFER CALL_WITHOUT_PROMPT TRANSFER CALL_TO_OPERATOR TRANSFER_TO_VOICEMAIL DIAL_BY_NAME DIAL_BY_EXTENSION 重复_菜单 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 例如：CycloneAlert.wav \| WAV \| LOCATION 注：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	选择“工作时间”类型。	例如：说明 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	选择“工作时间”类型。	播放_公告 TRANSFER CALL_WITH_PROMPT TRANSFER CALL_WITHOUT_PROMPT TRANSFER CALL_TO_OPERATOR TRANSFER_TO_VOICEMAIL DIAL_BY_NAME DIAL_BY_EXTENSION 重复_菜单 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 例如： CycloneAlert.wav \| WAV \| LOCATION 注：Enter Type in ALL CAPS Other supported actions require a valid phone number or extension.
Alternate Number 1, Alternate Number 2… Alternate Number 10	可选	可选	Enter the alternate numbers to assign to the auto attendants.	例如：1112223333 字符长度：1-23 注：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	可选	可选	If distinctive ringing is enabled for alternate numbers, enter the distinctive ringing ring pattern.	NORMAL、LONG_LONG、SHORT_SHORT_LONG 和 SHORT_LONG_SHORT

批量管理自动与会者

1	登录到 Control Hub。
2	Go to Services > Calling > Features.
3	Go to the Auto Attendant card.
4	The Manage Auto Attendant window displays.
5	从网络选择一下拉列表下载该位置自动助理的数据，或选择所有位置来下载所有自动助理的数据。
6	单击下载数据或下载 .csv 模板以验证 CSV 文件格式是否正确，确保填写必填信息。
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	登录到 Control Hub。
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. 将显示分析页面。
5	Click the Auto-Attendant tab to find the auto attendant call details. 有关更多信息，请参阅适用于云协作产品组合的 Analytics。

生成自动语音应答报告

您可以生成一个报告，其中列出所有连接到自动助理服务的入站呼叫。

1	登录到 Control Hub。
2	Go to Monitoring > Reports.
3	Under Templates, click Calling and click the following reports: 自动语音应答统计信息摘要自动语音应答工作时间关键详细信息自动语音应答非工作时间关键详细信息 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.

感谢您的反馈。

管理自动话务员