Creating and customizing voice greetings
With FirstClass Unified Communications, you can create as many custom greetings as you like. Create personal greetings for specific callers, and/or chosen called numbers. You can also schedule greetings to play at specific times of the day and/or on specific days of the week.
Types of voice greetings
There are five main types of greetings:
Spoken name You should record a spoken name. It is used for system identification. Your spoken name will also play if you have no other voice greetings recorded or activated, or if no other greetings apply to the caller.
External greeting External greetings will play for callers outside of your organization.
Internal greeting Internal greetings will play for callers within your organization calling your internal extension number from their internal extensions.
Unknown caller Unknown caller greetings will play for callers whose number is blocked or unknown. This may include some cellular phones.
Voice menu Voice menus will be discussed in the Voice menus section.
You can record as many greetings as you like, but we recommend, as a minimum, that you record your spoken name and at least one external greeting.
The order your voice greetings will play
When you receive a call the system will look for and play your greetings based on the following criteria:
1 If the caller number is unknown, the system will look for an unknown caller greeting.
2 For all external calls, the system will look for an external greeting.
3 For all internal calls, the system will look for an internal greeting. If there is no internal greeting, the system will look for an external greeting to play.
Both external and internal greetings will be searched for in the following order:
1 Override greetings in the same order as below.
2 Enabled calling or called number greeting. You can have greetings which play for specific called numbers (which must be configured as valid numbers for your Mailbox), or for people calling from specific numbers.
3 Enabled scheduled greeting. Scheduled greetings will play at scheduled times, overriding all non-scheduled greetings with the same level of customization.
Scheduled greetings will override one another in the following ways:
• Scheduled greetings for calling or called numbers will be checked for first.
• If you have a greeting scheduled within another scheduled greeting, the one whose start time is nearest the current time will play. For example, you have a greeting scheduled to play for all callers between 9 AM and 5 PM Monday to Friday. You have another greeting scheduled to play for all callers between noon and 1 PM Monday to Friday. Callers will hear the noontime greeting if calling between noon and 1PM.
• If you have two greetings (both for the same calling/called number(s)) scheduled to start at the same time, but end at different times, the first one you created (the oldest) will play.
• If there is a schedule conflict (two greetings for the same calling/called number(s) and identical schedules), the first one you created (the oldest) will play.
4 Enabled non-customized greeting. This is a standard enabled greeting with no custom settings. Your external greeting will play for internal callers if you have not recorded an internal greeting.
5 System greeting with enabled spoken name. If you record no other greetings, your spoken name and the default system greeting will play.
6 System greeting. If you have recorded no greetings and no spoken name, the default system greeting will play. Your name will play by text-to-speech in the system greeting.
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