The first interaction your callers have with your auto attendant is through your standard greeting. You should make sure that the greeting sounds welcoming while at the same time is set up to guide your callers where they need to go.
Let’s say you have a business with a sales department and a service department. You probably have two extensions set up – one for each department. And let’s assume extension 1 is Sales and 2 is Service. Your greeting may welcome callers and instruct them to select 1 for Sales and 2 for Service.
But what about callers that just want to hear your business hours, or need to know your physical address so they can visit your place of business? Consider adding an extension for business hours and one for location(s) and even directions. Even better, you can include the option for someone to connect to you right from the standard greeting. Your greeting could sound something like this…
“Hello, and thank you for calling ABC company. Please select one of the following options. For Sales, press 1. For Service, press 2. Press 3 for our business hours. Press 4 for our location and directions. For any other requests, please press 0 to speak to us now.”
In this scenario, you would set up the main call forwarding number to the number (or numbers) you want callers to reach when they need to speak to someone when they press 0. The Sales and Service department extensions would each be set up as PBX extensions with their respective call forwarding numbers. The business hours and location extensions should be set up as greeting only extensions since callers will access them to hear information but not to leave a message or speak to someone.
The auto attendant is as useful and friendly as you make it by setting up extensions, greetings and call forwarding numbers to make the call flow as easy as possible for your callers.