Browse Definitions :
Definition

auto attendant (automated attendant)

An automated attendant (AA) is a telephony system that transfers incoming calls to various extensions as specified by callers, without the intervention of a human operator. An AA may also be called a virtual receptionist. Most AAs can route calls to landline phones, mobile phones , VoIP devices, or other AAs.

A typical AA offers incoming callers a menu to which they respond by pressing various keys on their telephones' DTMF ("touch-tone") keypads. For example, the machine might greet callers with "Welcome to XYZ Enterprises. For sales, press 1. For service, press 2. For hours of operation, press 3. For other questions and concerns, press 4. To repeat this menu, press 5. To speak with a customer service representative, press 0 or stay on the line."

Typical AA routing steps include transfers of calls to specific extensions, transfer of calls to voicemail boxes, transfers of calls to submenus, presentation of standard recorded messages, transfer to a human operator or customer service representative, option to repeat the choices in a specific menu, and option to terminate the call ("hang up"). Some AA systems will end calls automatically, or direct callers to a human operator, after a predetermined period during which the caller fails to press any tone keys. Some AA systems use different menus and processes at various times of day (for example, business and nonbusiness hours).

A wide variety of businesses, government agencies, and other institutions use AAs. A sophisticated form of AA known as Interactive Voice Response (IVR) accepts a combination of voice telephone input and tone keypad selection and provides appropriate responses in various media formats.

This was last updated in December 2012
SearchCompliance
  • pure risk

    Pure risk refers to risks that are beyond human control and result in a loss or no loss with no possibility of financial gain.

  • risk reporting

    Risk reporting is a method of identifying risks tied to or potentially impacting an organization's business processes.

  • chief risk officer (CRO)

    The chief risk officer (CRO) is the corporate executive tasked with assessing and mitigating significant competitive, regulatory ...

SearchSecurity
  • script kiddie

    Script kiddie is a derogative term that computer hackers coined to refer to immature, but often just as dangerous, exploiters of ...

  • cipher

    In cryptography, a cipher is an algorithm for encrypting and decrypting data.

  • What is risk analysis?

    Risk analysis is the process of identifying and analyzing potential issues that could negatively impact key business initiatives ...

SearchHealthIT
SearchDisasterRecovery
  • What is risk mitigation?

    Risk mitigation is a strategy to prepare for and lessen the effects of threats faced by a business.

  • fault-tolerant

    Fault-tolerant technology is a capability of a computer system, electronic system or network to deliver uninterrupted service, ...

  • synchronous replication

    Synchronous replication is the process of copying data over a storage area network, local area network or wide area network so ...

SearchStorage
  • gigabyte (GB)

    A gigabyte (GB) -- pronounced with two hard Gs -- is a unit of data storage capacity that is roughly equivalent to 1 billion ...

  • MRAM (magnetoresistive random access memory)

    MRAM (magnetoresistive random access memory) is a method of storing data bits using magnetic states instead of the electrical ...

  • storage volume

    A storage volume is an identifiable unit of data storage. It can be a removable hard disk, but it does not have to be a unit that...

Close