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View / Manage Automated Receptionist - One Talkā„ 

Note Notes:

  • Incoming callers are presented with a greeting and a set of options to choose from (e.g., Press 1 for Sales, etc.) then routed to the selection made. Different options can be made available depending on the Schedule (Business Hours, After Hours, Holiday).
  • The # key is hard set to 'Transfer to Operator' to allow non-HD Voice (VoLTE) calls to be routed correctly. When configuring One Talk Automated Receptionist call routing, the 0 key must be changed to a different option other than 'Transfer to Operator' (Example: Customer wants 0 to transfer to an agent in the office. Change this key to 'Transfer without Prompt' and have the recording state "Press 0 for an operator").

 

The Automated Receptionist can be managed via the One Talk portal or the My Verizon for Business mobile app. Select an option to view instructions:

One Talk Web Portal
My Verizon for Business
Upload Greeting (Android®)
Upload Greeting (iOS)
Call Routing

 

One Talk Web Portal

  1. Sign in to My Business.
  2. Click Manage Account.
  3. From the Product Tools section, click One Talk.
    Note To navigate, mouse over each option.
    Click One Talk link
  4. From the quick tasks section, click View/Manage Automated Receptionist.
    Quick tasks section
  5. From the 'Automated Receptionist #' column, click the desired automated receptionist.
    Manage Auto Receptionist
  6. Follow the on-screen instructions to complete the desired transaction.
    Auto receptionist update
  7. From the 'Business Hours' tab, configure the desired keys and call routing functions then click Continue.
    Note Hover over the question mark icon at the top next to call routing to discover the definition for each of the call routing options.
    Update Auto Rep features
  8. To upload a custom greeting:
    1. Click Upload.
      Note Use the 'Broadsoft Recorder' app from the Apple® App Store® or Google Play™ Store to record the greeting. The Broadsoft Recorder automatically formats the recording. Tap the Envelope icon to email the recorded greeting to the desired email address.
      Note Alternatively, you can use other programs and applications. Make sure the resulting audio file meets the following criteria:
      • CITT, u-law, or a-law codec
      • 8.000 kHz (sampling rate/frequency)
      • 8 bit mono
      • .WAV file type
      • 2MB or less total size
      Envelope icon
    2. Locate the greeting file sent via email to complete the uploading process.

 

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My Verizon for Business

  1. Open and sign in to the My Verizon for Business app.
  2. Tap One Talk on the home screen.
  3. Select the group you want to view or edit then tap the right arrow > next to Automated Receptionist.
    Note If there is more than one Automated Receptionist (AR) on the account, select the appropriate AR.
    Select group
  4. After selecting the AR, tap Edit details at the bottom of the review page.
    Tap Edit details
  5. Adjust the following settings as preferred then tap Continue:
    • Automated Receptionist Name
    • Caller ID Name
    • Time Zone
    Adjust settings
  6. On the next screen, adjust the following settings then tap Continue:
    • Business Schedule
    • Greetings
    Set schedule and greeting

 

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Upload Greeting (Android)

Note In order to create a custom greeting within the My Verizon for Business app, use Broadsoft Recorder (available in the Play Store) or a similar audio recording app to record your greeting. The resulting audio file must meet the following criteria:

  • CITT, u-law, or a-law codec
  • 8.000 kHz (sampling rate/frequency)
  • 8 bit mono
  • .WAV file type
  • 2MB or less total size (7 minutes or shorter)

 

  1. Open Broadsoft Recorder to view the home screen.
    Broadsoft Recorder home screen
  2. Tap the Plus icon + (upper-right) to create a new recording.
  3. Tap the blue Circle icon to start recording.
    Start recording
  4. When finished recording, tap the Square icon to stop then tap the Check icon (upper-right) to save the file.
  5. Enter a title and tap OK.
    Enter title
  6. Return to the Greetings section of the My Verizon for Business app (step 6 in 'My Verizon for Business' above).
  7. Select Custom then tap Upload.
    Note After uploading an audio file, 'Upload' is replaced by a 'Change' button.
    Tap Upload
  8. On the next screen, navigate to the folder where your recorded audio file is stored.
    Choose folder for audio file
  9. Select the file you wish to assign for your greeting then tap Upload.
    Choose audio file

 

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Upload Greeting (iOS)

Note In order to create a custom greeting within the My Verizon for Business app, use Broadsoft Recorder (available in the App Store) or a similar audio recording app to record your greeting. The resulting audio file must meet the following criteria:

  • CITT, u-law, or a-law codec
  • 8.000 kHz (sampling rate/frequency)
  • 8 bit mono
  • .WAV file type
  • 2MB or less total size (7 minutes or shorter)

 

  1. Open Broadsoft Recorder to view the home screen.
    Broadsoft Recorder home screen
  2. Tap the Plus icon + (upper-right) to create a new recording.
  3. Tap the blue Circle icon to start recording.
    Start recording
  4. When finished recording, tap the Square icon to stop then tap Done (upper-right) to save the file.
  5. Enter a title and tap OK.
    Enter title
  6. Tap Save to Files.
    Save to Files
  7. A new window opens offering locations to which you can save the file. The recommended location to save files for use with the My Verizon for Business app is iCloud® Drive.
    Choose location
  8. Tap Add (upper-right).
  9. Return to the Greetings section of the My Verizon for Business app (step 6 in 'My Verizon for Business' above).
  10. Select Custom then tap Upload.
    Note After uploading an audio file, 'Upload' is replaced by a 'Change' button.
    Tap Upload
  11. On the next screen, tap Browse.
    Tap Browse
  12. Navigate to the location where your recorded audio file is stored then select the desired file.
    Select audio file
  13. Tap Upload (lower-right).

 

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Call Routing

  1. From the One Talk screen in the My Verizon for Business app, scroll to the 'Call Routing Setup' section.
    Scroll to Call Routing Setup
  2. Tap each number on the screen to assign that key to a function.
    Tap numbers to assign a function
  3. Tap an option to assign that function to the key you pressed in the previous step (e.g., Transfer With Prompt, Extension Dialing, etc.) then tap Done.
    Assign a function

 

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