Merlin Messaging - other number than 0 for operator (auto-attendant) 2

[LePivert]

When our auto attendant is reading options (Press 1 for, Press 2 for, Press 3 for, etc.), users can press 0 to reach the person acting as "operator".

I was asked if we could change that number.

Could we, for example, decide that the operator number will be something else (someone suggested 9) - provided we make it clear in the options that that number is what should be pressed to reach the operator?

And could that number be changed without having to redo the entire menu(s)?

The reason is that administration would like the person currently taking all the calls when someone press 0 not to be doing this.

(Would it be easier to direct 0 to another physical location?)

Of course... no one wants to be the person that by default handles all those calls. So the problem is not just technical.

Thank you in advance!

 

[TouchToneTommy]

Yes, you can change the action of Selector Code 0.

Your options are
"Transfer to the Call Answer Service Operator"
"Record a message in the General Mailbox"
"Disconnect"
"Selector Code Transfer" (and then specify the extension)
"Mailbox Transfer" (and then specify the mailbox to record the message)

Pick your poison, then

0 #
Password #
9
3
Auto Attendant No.
1 for Day or 2 for Night
6
0
9
(pick your option, and if needed, specify the extension or mailbox)
* #
#

 

[LePivert]

So... it looks like there is not an option for *nothing* to happen?

Yes, that's right.

Seeking clarification from the person requesting the change, I asked: "Ideally, what would you like to happen if someone dials 0 when the auto attendant begins announcing the different options?"

The answer was "nothing": make them listen to the rest of the options, with perhaps 0 for operator being a valid action AFTER the other options have been announced.

 

[pmcook]

No, can't do that. Pressing a selector code does something. They are immediate action by design and interupt the menu so a person does not have to listen to the whole menu. Most people find menus irritating and would like to get out of it as quickly as they can.

 

[TouchToneTommy]

You can create a mailbox that points back to the auto attendant, and make that the dial-o/timeout option

Log into the System Admin mailbox, 9 for programming, 2 for extensions, pick an extension number that doesn't conflict with anything else, press 3 to assign it to an auto attendant. Press 1 for AA number 1, and 6 to create it as "without a phone"

Now change the Dial=0/timeout to transfer to that new extension.