Recording custom greetings prior to installation

Automated Attendant Greetings announce the dialing options callers hear when they reach your Auto Attendant. (For example: “Press 1 for Sales, 2 for Customer Service.”)  There are 2 options to use a custom greeting – you can record a greeting from the voice portal or upload a .wav file to the portal.

Note: If you would like to use a custom Auto Attendant greeting, it is critical to record or upload them prior to going live on the Spectrum Hosted Voice system. If this is not done, callers will receive a default greeting, which may lead callers to believe they have a wrong number or that you are no longer in business.

When recording greetings, it is critical that they match what was determined while designing the call flow with the Hosted Voice design team. For example: If the design had option 2 routing to sales and you record "Press 3 for sales," it will result in a frustrated caller.

If you did not design an after hours call flow, then there is no point in recording an after hours greeting. Alternately, if you did design after hours call flow, you must make sure you do record the after hours greeting, and that it matches exactly.


Recording Greetings from the voice portal

  1. Begin by dialing into the voice portal using one of these following options:

  2. Dial to reach your own voicemail

  3. Dial the Voice Portal extension

  4. Dial the Voice Portal number (This option can be done remotely, if desired)

*This information will be provided to you via email once you have signed up for your service.

  1. Once you have dialed in, when the announcer begins speaking press star (*)

  2. Following the voice prompt, enter your mailbox ID.

  3. Then enter the admin voice portal extension and PIN.

  4. Once in the voice portal, the first option, option 1 will be to change an auto attendant greeting. (If there is more than one, it will ask for the extension of the Auto Attendant you wish to record)

  5. Next, the system Then will ask you to change either business hours or after hours by option.

Those options include: 1 for Business Hours dialog, 2 for After Hours dialog, 3 for Holiday dialog.

  • To record a new business hours greeting, press 1 (one).

  • Then, start your recording after the tone.

  • Once you are done, recording press # to save your recording.

  • If you want to listen to your recording, press 2 (two) to hear what you recorded.

  • If you do not like it, you can rerecord the greeting by pressing 1 (one) again and start the recording process over.

  • Once you are satisfied with your recording, press the star (*) key to go back to the previous menu.

  • Now to record your after hours greeting, press 2 (two).

  • To record a new after-hours greeting press 1 (one).

  • Then, start your recording at the tone.

  • Once you are done recording press # (pound).

  • If you want to listen to your recording, press 2 (two) to hear what you recorded. If you do not like it, you are able to press 1 and start the recording process over.

  • If you do not like it, you can rerecord the greeting by pressing 1 (one) again and start the recording process over.

  • Once you are satisfied with your recording, press the star (*) key to go back to the previous menu.

  • To record your holiday greeting, press 3 (three).

  • Then, start your recording after the tone.

  • Once you are done, recording press # to save your recording.

  • If you want to listen to your recording, press 2 (two) to hear what you recorded.

  • If you do not like it, you can rerecord the greeting by pressing 1 (one) again and start the recording process over.

  • Once you are satisfied with your recording, press the star (*) key to go back to the previous menu.

  • After recording the greetings in the Voice Portal, you can log in to the Spectrum Admin portal to verify where they have been applied.

Notes and tips

  1. Any changes made to the recording may need the assistance of tech support to correlate to the actual programmed options. Changes to the programmed options should be handled before the recording changes to avoid caller confusion. This should be coordinated in a small amount of time just before the recordings are made.

  2. Log in to the Administrator voice portal to listen to your greetings and transcribethem if you plan on making small changes versus a full overhaul. Once you record over them they are not saved.

  3. Write out your entire script for the greeting as you want it to read to your callers before you attempt to make the recordings.

  4. Make changes at a time when your incoming calls are at their lowest or after hours all together. These recordings go live quick and any mistake will also be live until you can get the dialog just as you would like it.

  5. This is best done over a quality sounding phone. While it can be done remotely from outside of the network, we would like to caution you away from doing this with a cellular phone. Too many voice quality issues can stem from that call and cause frustration.

View of voice portal, opens full resolution in a new tab. Shows after hours and holyday hours options.
 
 

Upload a custom greeting to the administrator portal

Login to the Administrator dashboard at the following URL: https://uc01.spectrumenterprise.net/auth/login/

  1. From the Dashboard, select the Settings icon associated with the Auto Attendant to modify. If your previously recorded greeting has been applied, you will see it listed.  The greeting will be shown as a .wav file.

  2. Note:  If you have After Hours and Holiday Hours Auto Attendants, you can verify those recordings by selecting on either the After Hours or Holiday Hours tabs.

  3. To make changes or to upload a new recording for your Auto Attendant, you can do so with a pre-recorded .wav file. The portal will automatically convert most files to the correct format.

  4. Once you have saved your file in the proper format to a folder on your computer, select the Choose File button and find the file on your computer.

  5. Select Open to upload the file.  The new file name will be displayed.

  6. Select Save to apply your changes.

  7. Follow the same procedure to make changes to your After Hours or Holiday Hours Greetings.