Account Manager: Auto Attendant: Phone System

What Is a Phone System?

A Phone System (Auto Attendant) allows you to create a professional automated answering system that routes callers to the correct person, department, or information menu.

For example:

“Thank you for calling ABC Flowers. Press 1 for Sales, press 2 for Delivery Information, or press 3 to leave a voicemail.”

With a Phone System, callers can:

• Reach specific users through extensions.
• Navigate department menus.
• Access recorded information.
• Search your company directory (if enabled).

Enable Your Phone System

When setting up your Auto Attendant, you will be prompted to enable your Phone System.

1. Select Yes when prompted.
2. Continue with the Phone System setup process.

Create a Phone System

To create a new Phone System:

1. Log in to your Line2 Account Manager.
2. Go to Auto Attendant > Phone System.
3. Select Add Phone System.
4. Enter a Phone System Name.
5. Select a Number Type.
6. Click Next.

You will have the option to add extensions during setup or add them later. 

Add Numbers to Your Phone System

After creating a Phone System, you can assign multiple phone numbers to it, including:

• Local phone numbers
• Toll-free numbers

These numbers will route callers to your Auto Attendant menu.

Add Extensions to Your Phone System

Extensions allow callers to select an option from your Phone System menu and connect to a specific person, department, or recorded message.

To add an extension:

1. Click Add Extension.
2. Select the extension type.
3. Complete the required fields.
4. Click Next.

Extension Types

Standard Extension

Use a Standard Extension when you want callers to reach a specific person.

Example: “Press 1 for John in Sales.”

A Standard Extension connects callers directly to an assigned user.

Create a Standard Extension

Complete the following fields:

1. Phone System Extension
   • Automatically assigned.
   • Can be changed to a number between 1 and 999999.
2. Extension Name
   • Used for the company directory listing.
3. Assign Extension To
   • Select an existing user.
   • Or add a new user.
4. Select any optional features:
   • Fax Recipient
     • Assigns the extension to receive faxes.
   • Call Queuing
     • Keeps routing calls until the assigned user answers.
   • Company Directory
     • Allows callers to search for users by extension name.
5. Click Next.

Sub-Attendant Extension

Use a Sub-Attendant Extension when you need an additional menu with its own set of options.

Example:

Main menu: Press 1 for Sales
Sales menu: Press 1 for New Sales, Press 2 for Support

Create a Sub-Attendant Extension

1. Enter the Phone System Extension.
2. Enter the Sub-Attendant Name.
3. Add a direct dial toll-free number (optional).
4. Enable Company Directory if needed.
5. Click Next.
6. Update the greeting when prompted.

Info Only Extension

Use an Info Only Extension when callers need information but do not need to speak with a person.

Examples:

• Business hours
• Directions
• Service information
• Holiday announcements

After the message plays, callers return to the Auto Attendant greeting.

Create an Info Only Extension

1. Enter the Phone System Extension.
2. Enter the Extension Name.
3. Create a password.
4. Confirm the password.
5. Click Next.
6. Update the greeting when prompted.

Managing Additional Auto Attendant Features

Once your Phone System is created, you can enable additional features such as:

Company Directory

Allows callers to search for users by extension name.

Call Queuing

Allows calls to continue cycling through the forwarding table until answered.

To manage these features:

1. Log in to your Line2 Account Manager.
2. Select Auto Attendant.
3. Choose the extension you want to edit.
4. Click Edit.
5. Enable the desired feature.
6. Save your changes.

Disable Auto Attendant

To disable your Phone System:

1. Log in to your Line2 Account Manager.
2. Go to Auto Attendant > Phone System.
3. Select the Phone System you want to disable.
4. Turn off the Auto Attendant option.
5. Save your changes.