The 2talk Smart Auto Attendant will try to recognise key words that are spoken by the caller and match these to the configured extensions for that option.
To use Smart Auto Attendant you will need to record two additional voice prompts additional to the default auto attendant (all three prompts should be recorded). These can be recorded by clicking on the links in the portal or by dialling the star code if the number the auto attendant is being configured on is registered.
The default prompt (*22) - This should list the number extensions options just like a normal IVR/Auto Attendant.
The Smart Auto Attendant prompt (*26) - This should prompt the caller to say key words for who they are looking for or what they are wanting to talk to someone about.
Example prompt: "Please tell us who you would like to talk to or what you would like to talk to us about."
The smart auto attendant failure prompt (*28) - This is read if none of the key works spoken by the caller is recognised/matched to a configured option.
Example prompt: "sorry we did not recognise your input, please try to tell us again"
Call flow:
If the Smart Auto Attendant is enabled we will first follow the Smart Auto Attendant prompts and try to match the callers speech to the configured options. If we don't get a match we will play the failed message and repeat again until "time to play auto attendant" set value is reached.
In the event of no speech input recognised and repeated attempts have failed we will default to the normal Auto Attendant prompt by playing the default Auto Attendant message that has been recorded for this.
Note: The Smart Auto Attendant does not accept both digits/DTMF and voice input it just accepts voice input and then on failure/timeout it will default back to the default Auto Attendant that accepts digit/DTMF input.