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In telephony, an automated attendant (also auto attendant, auto-attendant, autoattendant, automatic phone menus, AA, or virtual receptionist) allows callers to be automatically transferred to an extension without the intervention of an operator/receptionist. Many AAs will also offer a simple menu system ("for sales, press 1, for service, press ...
The automated treatment may include routing the call to an Interactive Voice Response System (IVR), sending the call to a voice mail system, queuing the call, etc. or a combination of steps and real-time decisions. See also Automated attendant.
The 4.0 version March 17, 2006 was a free upgrade adding automatic recording of all calls on the line (prior to this time call recording was activated manually by the user). On November 20, 2006 Parliant released version 5.0 with automated attendant features and unlimited-depth call trees.
In combination with systems such an automated attendant and automatic call distributor (ACD), call routing can be optimized for a better caller experience and workforce efficiency. IVR systems are often combined with automated attendant functionality. The term voice response unit (VRU) is sometimes used as well. [2]
In 1961, Katz co-founded Telecredit, Inc. This was the first company to "enable merchants to verify consumer checks over the phone using an automated system without the assistance of a live operator". [4] In 1988, Mr. Katz formed a partnership with American Express Company to provide call processing services.
Business telephone systems are often broadly classified into key telephone systems and private branch exchanges, but many combinations (hybrid telephone systems) exist. A key telephone system was originally distinguished from a private branch exchange in that it did not require an operator or attendant at a switchboard to establish connections ...
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Within the PBX, the user merely dials the extension number to reach any other user directly. For inbound calls, a switchboard operator or automated attendant may request the number of the desired extension or the call may be completed with direct inbound dialing, if outside numbers are assigned to individual extensions.
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