This document is designed to provide a user-friendly guide to creating or updating Holiday Auto Attendants for OneCloud Admins.  Although this article is lengthy, it’s simply three steps to setting up a holiday greeting.

1. Creating or editing a time frame.
2. Creating or modifying an auto attendant.
3. Verify or apply the time frame and auto attendant to the phone number in the Inventory.

All resources and steps needed will be listed within all the different sections of this training article.

Note: You must have Office Manager or higher permissions to access the sections needed in this article.

Time Frames 

First, you’ll want to create or edit a holiday time frame in the OneCloud system. Time Frames determine specific hours of certain days or a span of days when features such as answering rules, call queues or auto attendants will be active.

Adding Holidays to an Existing Time Frame

1. Open Time Frames from the navigation menu.
2. Select the Holiday time frame; you will see a list of all holidays that have been previously set up. You can also delete past time frames here if needed. (If you don’t see a holiday time frame, go to the Creating a New Time Frame section.)
3. Press the plus sign to add a new time then adjust your dates and times. Continue adding holidays as needed.
4. Once completed, press Save.

Creating a New Time Frame

1. Open Time Frames from the navigation menu.
2. Press ‘Add Time Frame’ on the right-hand side.
3. Type “Holiday” for the name. Select “Specific dates or ranges” and then add your date and hours. Keep in mind you can create a time frame with multiple dates in it. Your newly created time frame should look something like this.
   
   
   
   
4. Click Save once complete.

 Auto Attendants

 

After the time frames are set up, you’ll want to update or create a holiday auto attendant. The Auto Attendant answers with a greeting and then prompts the caller with a list of options.

TelWare Tip: By creating a generic holiday greeting, you won’t need to rerecord it for every holiday. Set it and forget it. A generic holiday greeting might sound like, “Thank you for calling TelWare Corporation. We’re closed for the holiday…” instead of naming the specific holiday.

Updating an existing Auto Attendant

1. Open Auto Attendants from the navigation menu.
2. Select the Holiday Auto Attendant by clicking on the name or the edit icon to the right.
3. Click the edit icon in the menu prompt section to change the audio callers will hear when they are presented with the auto attendant. Here you can upload a prerecorded audio message, create a new one with text-to-speech, or record a new message from your extension. Take care to match the recording with the dial pad menu options.
4. If you are satisfied with the message, click save.
5. Back on the auto attendant page click save as well.
   Test your new recording by dialing the extension number of the auto attendant.

Creating a New Holiday Auto Attendant

1. Open Auto Attendants from the navigation menu.
2. Click Add Attendant.
3. Add an identifying name such as “Holiday Auto Attendant”. Depending on the complexity of your OneCloud set up, you may need to include additional information such as location name, specific holiday, or other identifying information.
4. Create a new extension that is not in use on the OneCloud system. We typically use the 80xx range.
5. Select the previously created Time Frame from the drop down and select Add.
6. Once the Auto attendant has been created, you can edit the prompt that plays. Reference the Updating an existing Auto Attendant section of this article.
7. Edit the rest of the Auto Attendant options. Refer to the OneCloud: How to Update the Auto-Attendant article for detailed information.
   
8. Test your new recording and options by dialing the extension number of the auto attendant.

Additional Resources

Inventory

Lastly, you’ll need to verify your phone numbers are using the previously created time frame and auto attendant.

1. Open Inventory from the navigation menu. You’ll see a list of your phone numbers.
2. Locate the phone number you wish to play the holiday greeting by clicking on it or clicking the edit option to the right.
3. If not already enabled, enable time frames.
   
   
   
   
4. Add time frames as needed. Each time frame can have a different treatment and destination, allowing you flexibility and customization.
5. Verify the Holiday AA is set the top-most time frame in the list.
   
6. Press Save.

Note: To move options around ‘click and drag’ an item to the place needed. Time Frames apply top to bottom; Holidays will need to be prioritized to the top and generic messages can go below it.