AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

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Screening, Greeting & Hold Music Overview
Article #3788

Getting to know the Screening, Greeting & Hold Music feature

The Screening, Greeting & Hold Music section lets you configure an extension’s call screening, personal greeting, hold music, and blocked number settings.

 

The steps below will guide the following on how to set up Screening, Greeting & Hold Music

Users

Administrators

 

Users

1. ) Click on Settings near the top of the page.

2.) Click on the Screening, Greeting & Hold Music menu.

3.) Click on User Hours.

Image of steps 1 through 3.

Note: When the User Hours is set to Custom, the settings for the After Hours will have the same options.

Administrators

1.) Click on Users near the top of the page.

2.) Click on User list in the menu on the left.

Image of steps 1 and 2.

2.) Under Users with Extension, click on the user that you wish to configure.

 

Image of step 2.

 

3.) Click on the Screen, Greeting & Hold Music menu.

4.) Click on User Hours.

 

Image of steps 3 and 4.

 

Note: When the User Hours is set to Custom, the settings for the After Hours will have the same options.

 

Setting up Screening, Greeting & Hold Music

Image of the screening greeting and hold music menu.

The following Screening, Greeting & Hold Music settings can be configured:

  • User greeting – Enable this option when you want the system to answer the call with a recorded welcome message so callers know they’ve reached the right person. This is not a personal voicemail announcement.
  • Set up call screening – When this option is enabled, the callers are prompted to announce their names before the call gets connected, allowing you to either take the call or send it to your voicemail. After turning on this option, go to Call Handling & Forwarding > Incoming Call Information to set your preferences.

    Note: If this option is enabled you may need to set up your Incoming Call Information.

  • Set up a connecting message – Set the recorded message you want callers to hear to let them know the call will now be transferred to your line. The connect prompt can be set to Default or Custom.
  • Audio while connecting – Incoming calls will hear the music selection that is configured with this setting. The music selection callers will hear when they are placed on hold can be set in the Hold music selection. Please note that the “Audio while connecting” setting is applied on a rule basis, the “Hold music” setting is applied for all calls.
  • Set up hold music – Turn on this option when you want callers to hear music whenever you put the call on hold.
  • Blocked Calls – Screen calls more efficiently by blocking unwanted calls or faxes with this feature.

 

Set up User Greeting

 

Turn on this option when you want the system to answer the call with a recorded welcome message so callers know
they’ve reached the right person. This is not a personal voicemail announcement.

 

1.) Click the checkbox to the left of Enable to modify the settings. You can select between Default or Customer from User Greeting.

 

Image of step 1.

Note: Selecting Custom will give you three (3) options:

 

Image of the user greeting menu.

 

i. Phone – Selecting this option will let AT&T Office@Hand call you to record your custom greeting over the phone.

ii. Computer microphone – Select this option when you want to record the greeting using your computer’s microphone.

iii. Importing – This option allows you to upload a pre-recorded audio file from your computer/device. It is recommended using the .wav or .mp3 audio formats for better audio quality:

 

•  CCITT u-Law (G711a), 8 kHz, 8-bit, mono
•  PCM, 8 kHz, 16-bit, mono

 

Note: Selecting any of the options will allow you to click Play Image of the play button. to listen to your recording and click the Record button Image of the recod button. to upload a different file. You can also click the Download button Image of the download button. to download a copy of the greeting.

 

2.) Click Done.

3.) Click Save   when redirected back to Screening, Greeting & Hold Music to confirm.

 

Set up Call Screening

 

If Caller ID not present, ask callers to say their name before connecting. Turn on this option when you want callers to announce their name before continuing to connect the call. This option lets you identify the caller so you can pick up the call immediately. After turning on this option, go to Call Handling & Forwarding > Settings > Incoming Call Information to set your preferences.

 

1.) Click the checkbox to the left of Enable, and then click Edit to modify.

 

Image of step 1.

 

You will have the following conditions to ask callers to say their name before connecting:

 

• If Caller ID not present

• If caller not in contact list

• Always

 

2.) Click Done.

3.) Click Save Image of the save icon. when redirected back to Screening, Greeting & Hold Music to confirm.

 

 

Set up Connecting Message

Set the recorded message you want callers to hear to let them know the call will now be transferred to your line.

 

1.) Click the checkbox to the left of Enable, then click Edit to modify.

Note: You can select between Default or Custom for your Connecting Message.

 

Image of step 1.

Note: Selecting Custom will give you three (3) options:

 

Image of the connecting message menu.

 

i. Phone – Selecting this option will let AT&T Office@Hand call you to record your custom greeting over the phone.

ii. Computer microphone – Select this option when you want to record the greeting using your computer’s microphone.

iii. Importing – This option allows you to upload a pre-recorded audio file stored from your computer/device. It is recommended using the .wav or .mp3 audio formats for better audio quality:

 

•  CCITT u-Law (G711a), 8 kHz, 8-bit, mono
•  PCM, 8 kHz, 16-bit, mono

 

Note: Selecting any of the options will allow you to click Play Image of the play button. to listen to your recording and click the Record button Image of the record button. to upload a different file. You can also click the Download button Image of the download button. to download a copy of the greeting.

 

2.) Click Done.

3.) Click Save Image of the save icon. when redirected back to Screening, Greeting & Hold Music to confirm.

 

Set up Audio While Connecting

Incoming callers will hear the music selection that is configured with this setting. The music selection callers will hear when they are placed on hold can be set in the Hold music selection. Please note that the “Audio while connecting” setting is applied on a rule basis, the “Hold music” setting is applied for all calls.

 

1.) Click the checkbox to the left of Enable, then click Edit to modify.

 

Image of step 1.

 

2.) Select Audio.

Note: You can select from Ringtones, Music and Custom.

 

Image of the audio while connecting message.

 

If you Select Music for Audio, selct the music type.

 

 

If you select Custom, you will have the option to upload a pre-recorded audio file stored from your computer/device. Click Browse.

 

Note: It is recommended using the .wav or .mp3 audio formats for better audio quality:

 

•  CCITT u-Law (G711a), 8 kHz, 8-bit, mono
•  PCM, 8 kHz, 16-bit, mono

 

 

Note: Selecting any of the options will allow you to click Play Image of the play button. to listen to your recording and click the Record button Image of the recod button.  to upload a different file. You can also click the Download button Image of the download button. to download a copy of the greeting.

 

2.) Click Done.

3.) Click Save Image of the save button. when redirected back to Screening, Greeting & Hold Music to confirm.

 

 

Set up Hold music

Turn on this option when you want callers to hear music whenever you put a call on hold.

 

1.) Click the checkbox to the left of Enable, then click Edit to modify.

 

Image of step 1.

 

2.) Select Audio.

Note: You can select from Ringtones, Music and Custom.

 

Image of step 2.

 

If you select Music for audio, select the Music type.

 

 

Note: If you select Custom, you will have the option to upload a pre-recorded audio file from your computer/device. Click Browse.

It is recommended using the .wav or .mp3 audio formats for better audio quality:

 

•  CCITT u-Law (G711a), 8 kHz, 8-bit, mono
•  PCM, 8 kHz, 16-bit, mono

 

 

Note: Selecting any of the options will allow you to click Play Image of the play button. to listen to your recording and click the Record button Image of the record button.  to upload a different file. You can also click the Download button Image of the download icon. to download a copy of the greeting.

 

2.) Click Done.

3.) Click Save Image of the save button. when redirected back to Screening, Greeting & Hold Music to confirm.

 

 

 

Keywords: Screening Greeting & Hold Music, Blocked number, Hold Music, Overview, 3788