# Setting up Multi-Level Auto Attendant (MLAA)
(Embedded Voice Mail)

## Overview

You program Multi-level Auto Attendant from the System Administration Tool and the Administrator's Mailbox.

- In the main (top level) menu, create a single-digit mailbox for each menu choice:

- 0 is reserved for the Operator

- 9 is the default key for Directory feature

- 8 is the default Language Toggle key.

- The callers can also reach another user or a mailbox directly by dialing an extension from the main menu. When the caller presses the first digit, it is saved and an inter-digit timer of four seconds is started. If no other digits are entered during this time, the single digit entered is considered as the final input. The system checks if single digit input is programmed in VM Multi-Level Auto Attendants form. If the single digit input is not programmed, the system checks if a valid mailbox or extension exists and accordingly transfers the call. If the single digit input or the corresponding mailbox is not programmed in the form, the entry is considered as invalid input. When the caller enters the digits and presses the digit hash ("#"), the digits entered before the digit hash are considered as valid input. If the caller enter digit asterisk ("*"), the dial by extension operation is cancelled and the caller is redirected to the main menu node. If the caller enters another digit, the inter-digit timer is started again. If the caller enters another digit within four seconds, the inter-digit timer starts again and continues until a maximum allowed string limit is reached. Any input by the caller after this limit is discarded by the system.

- For sub-menus, create standard (multi-digit) mailboxes.

- See the Example section for an example of MLAA programming.

## Programming

1. VM Mailboxes ( ) or User and Services Configuration form ( )

Add a mailbox for each menu choice.

For each mailbox that branches to a sub-menu, program the following:

- enter the mailbox number

- enter a descriptive name for the mailbox (for example, Sales)

- enter a passcode for the mailbox

- set the mailbox type to "Menu Node"

- enter the mailbox operator extension.

For each mailbox that does not branch to a sub-menu, program the following

- enter the mailbox number

- enter a descriptive name for the mailbox (for example, Service)

- enter a passcode for the mailbox

- enter the desired extension number

- set the mailbox type as desired (cannot be Menu Node)

- enter the mailbox operator extension.

2. VM Multi-Level Auto Attendants form

   NOTE: When you create a Menu Node mailbox, it is automatically added to the VM Multi-Level Auto Attendants form.

3. For each Menu Node mailbox, enter the destination mailbox number for each menu option (0 is used for the Menu Node operator). Enter the mailbox or directory number for the Directory feature for menu option 9. Enter the mailbox or directory number for the Language Toggle for menu option 8. Leave unused options blank.

3. Record a permanent Business Open/Business Closed greeting for each Menu Node mailbox (see Recording Mailbox Greetings for instructions).

Include the choices for the sub-menus, and a prompt to press * to return to the previous menu.

OR

Upload the pre-recorded greeting using the System Audio Files Update ( ) form.

4. (Optional) Change the Menu Node Time Out behavior for each menu Node mailbox.

By default, callers are transferred to the operator on time out.

5. Test your Multi-level auto Attendant tree.

Verify that the call flow is valid for each option.

### Changing a Menu Node Mailbox Time Out Behavior

1. Access the Administrator's Mailbox.

2. Press [2] to edit or delete mailboxes.

3. Press [2] for the Edit Mailbox menu.

4. Enter the mailbox number to edit.

5. Press [#] until you get to the Menu Node Time Out option. The system specifies the active Menu Node Time Out behavior:

"Disconnect on menu mailbox time out is disabled" – callers are sent to the mailbox operator upon time out.

"Disconnect on menu node time out is enabled" – callers are disconnected upon time out.

6. To disconnect callers upon time out, press [1] (enable disconnect).

To send callers to the mailbox operator upon time out, press [2] (disable disconnect).

NOTE: The default is "Disconnect on menu mailbox time out is disabled".

7. The system returns you to the mailbox.

## Example

Click here for an example of MLAA programming.

Related Topics

- About Voice Mail

- Auto Attendant

- About Multi-level Auto Attendant

- Programming Embedded Voice Mail