As an Auto Attendant administrator, you can perform user management tasks such as creating or bulk-importing users. Auto Attendant user accounts do not need to correlate with CXone accounts, so you can create Auto Attendant user accounts for anyone in your organization who needs to be listed in the corporate directory or to use any of the other Auto Attendant features. There are additional user management tasks that you can perform, including creating a list of Auto Attendant users, deactivating users, and modifying Auto Attendant users' out-of-office options.
When creating Auto Attendant users, you must assign a user type to each account. The types determine in how Auto Attendant routes calls to the user. The user types are:
- Agent—Contact center agents. Auto Attendant uses the user's agent ID to transfer calls to the agent.
- Business User—Users that are not agents, such as other employees in the organization. Calls route to the 10-digit phone number provided in the user's configuration.
- Rollover—Rollover agents are contact center agents configured with a secondary phone number that Auto Attendant uses as a backup number. Calls route to the agent's ID first before transferring to the rollover agent's personal number. This option works well for users who answer agent phone calls but aren't logged into the system all the time due to other job responsibilities.
- General Voicemail—A standalone voicemail box where callers can leave messages when they do not have a specific person or extension to reach.
Other than determining call routing, user types don't impact Auto Attendant features. All user types can be reached directly at the user's assigned extension or Direct Inward Dial (DID)
Service that allows a company to assign unique phone numbers to each employee without needing a separate phone line for each number.. If your organization uses Auto Attendant voicemail or out of office call forwarding, all user types have the same ability to use these features.