Automated Attendant System - AAS

Automated attendant system is a processor control system that performs telephone console attendant functions such as answering a call, transferring callers to specific user stations, directing callers to voice mail, or performing other related call-routing functions without the assistance of a live attendant. The caller's activation's of these features occurs through pressing keys that activate DTMF signaling.

This diagram shows how computer telephony systems can be used to create virtual (simulated) call attendants. In this diagram, a call is received to the main telephone number of the company to the computer telephony board. The automated telephony call processing software detects a ring signal, answers the phone (creates an off-hook signal) and plays a pre-recorded message informing the caller of options they may choose to direct the call to a specific extension. In this example, the automated call attendant software decodes DTMF tones or limited list of voice commands to determine the routing of the call. The automated call attendant software then determines if the destination choice is within the option list and if the extension is available. If the extension is available, the automated attendant will send a command to the computer telephony board switching the call to the selected extension. If the extension is not valid or not available, the automated attendant will provide a new voice prompt with updated information and additional options.

Automated Attendant System Diagram

Related Private Branch Exchange - PBX Terms

Telephone Stations
Lines per Extension
Key Telephone System - KTS
Hosted PBX
Computer Telephony Integration - CTI
Internet Protocol PBX - IPBX
Wireless Private Branch Exchange - WPBX)
Distinctive Ringing
Call Hold
Call Forwarding
Selective Call Forwarding
Selective Call Acceptance
Conference Call
Call Pickup
Call Transfer
Hunting
Night Service
Automatic Callback
Automated Attendant System
Automatic Call Distribution - ACD
Interactive Voice Response - IVR
Voice Mail - VM
Call Centers

Private Branch Exchange - PBX Books

Introduction to Private Branch Exchange - PBX Book

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Introduction to Private Telephone Systems - PBX

This book covers key telephone systems (KTS), central exchange (Centrex), private branch exchange (PBX), computer telephony integration (CTI), voice over Internet protocol (VoIP) and wireless private telephone systems. Call processing features including automated attendant systems, automatic call distribution (ACD), Interactive voice response (IVR) and Voice mail (VM) are described.

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PBX Systems for IP Telephony	Asterisk: The Definitive Guide	Call Centers For Dummies
PBX Systems for IP Telephony Allan Sulkin,Paperback, Edition: 1,Series: McGraw-Hill Telecom Series, English-language edition,Pub by McGraw-Hill Companies	Asterisk: The Definitive Guide Leif Madsen, Jim Van Meggelen, Russell Bryant,Paperback - Third Edition, Edition: 3, English-language edition,Pub by O'Reilly Media, Incorporated	Call Centers For Dummies Real Bergevin, Bruce Simpson, Winston Siegel, Afshan Basith-Kinder,Paperback, Edition: 2, English-language edition,Pub by Wiley, John & Sons, Incorporated

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