How to Add Vivian as part of an Auto Attendant

This is the how-to guide for routing Prospect calls to Vivian and routing Resident/Tenant calls to a Maintenance Crew/Team.

 

Steps to create the Route that includes Vivian as an Auto Attendant

Part I. Create a Route that includes Vivian

1. From Lead Managing’s Dashboard page, click on Settings

2. Click Start Managing under Tracking Numbers

3. Click the Routes tab

4. From the Routes tab, click Add New Route Configuration

5. Fill in the following fields:

• • • Route Name (must always be unique)
    • Vista Voice Flow: Route and Fallback

6. Proceed to fill out the Route Schedule

Note: Ensure all Call Type (Work Hours) and Call Type (After Hours) are Vista Voice

7. Click Submit to Create Route and take note of this Vivian-Only Route's Details

 

Part II. Create an External Transfer that includes the Maintenance Crew's number

1. Click the External Transfers tab

2. From the External Transfers tab, click Add New External Transfer

3. Fill in the following fields:

• • • External Transfer Name (does not need to be unique)
    • Destination Number

Note: The phone number must be in full format (e.g. +1 xxx xxxxxxx)

• • • Optional: Extension
    • Destination Type: Real Phone

a. This is to ensure that Voicemails are detected and marked on the LM Reports (should the destination number route the call to Voicemail)

4. Once filled out, click Submit

5. The newly created External Transfer will now appear on the External Transfers table (take note of this External Transfer details for the Maintenance Crew)

 

Part III. Create an Auto Attendant with the Route created in Part I as the Prospect option and assign the External Transfer created in Part II as the Resident option

1. Click the Auto Attendants tab

2. From the Auto Attendants tab, click Add New Auto Attendant

3. Name your Auto-Attendant (name must be unique)

4. Select a Greeting Type value

• • • Optional Step:

a. If Text is chosen, type the message that you need the Auto Attendant to say

b. If File is chosen, select a Greeting file

Supported file types: .mpga, .wav, .mp3 with a maximum file size of 25MB or maximum duration of 40 minutes

5. Fill out the Auto Attendant Options

• • • Select * or 1 for Prospect, set the call type to Route, and select the Vivian-only Route created in Part I

    • Select 2 for Tenant, set the call type to External Transfer, and select the Maintenance Crew’s External Transfer created in Part II

6. Once the Options are filled out, click Submit

7. The Auto Attendant record will now reflect on the Auto Attendants table (take note of this Auto Attendant details)

 

Part IV. Create a Route that only has the new Auto Attendant in the schedule

1. Click the Routes tab

2. From the Routes tab, click Add New Route Configuration

3. Fill in the following fields:

• • • Route Name (must always be unique)
    • Call Type (Day) - Add the newly created Auto Attendant from Part III to the schedule
      • This is recommended if the Maintenance Crew is NOT available 24/7
    • Call Type (Night) - Add the newly created Auto Attendant from Part III to the schedule
      • This is recommended if the Maintenance Crew is available 24/7, otherwise, leave it blank if you wish to have Vivian answer After Hours calls
    • Vista Voice Flow:
      • Route and Fallback OR
      • Fallback

4. Proceed to fill out the Route Schedule (adjust the following based on your property's setup):

• • • Call Type (Work Hours) is Day and Call Type (After Hours) is Vista Voice if the Maintenance Crew is NOT available 24/7.
    • Call Type (Work Hours) is Day and Call Type (After Hours) is Night if the Maintenance Crew is available 24/7.

5. Click Submit to Create Route and take note of the Vivian with Maintenance Crew Route Details

 

Part V. Assign the new Route to the tracking numbers

1. Click the Phone Numbers tab

2. Order or Search for the phone number(s) you wish to update

3. Click the corresponding checkbox of your identified phone number(s)

4. Once you’re ready to update, click Edit

5. A table will appear at the top with a dropdown for Route Configuration and Media Source

6. Select the Route you created from Part IV and the corresponding Media Source

7. Click Submit to apply the changes