====== General Requirements and Recommendations ======

===== Overview =====

This page is for intended for DuVoice users that are looking for support to set up an auto attendant on the DuVoice server.

It is important to note that is not a DuVoice-only project. It involves the site collaborating with DuVoice and the company that manages the phone system (if the site doesn’t manage the phone system directly).

===== DuVoice Requirements =====

==== Remote Access ====

DuVoice Support will need remote access via TeamViewer to the DuVoice server to transfer any needed files and configure the Auto Attendant.

==== Greeting Message ====

We require a recording file that we can apply to the AA mailbox. The recording needs to be in a specific format, but we can do the conversion, we just require a recording file. Preferably a .WAV or .MP3. In order for the file to work within DuVoice it must be a WAV file configured for 128kbps bitrate, ULAW encoding, and must be a mono track.

==== Dial Plan ====

=== Available Options ===

We can configure options 0-9, and a ‘no input’ option. 

DuVoice support will make our best effort to the configure the options according to the dial plan list provided by the site. 

=== External Numbers ===

If your dial-plan for the DuVoice auto attendant contains any external DIDs, we’ll need the outbound dialing prefix to add to the dial plan. 

===== DuVoice Recommendations =====

==== Nested Menus ====

If just one menu is not enough, and more options are required, we can configure nested menus. 

For example: //The main greeting asks the user if they would like to continue in English press 1 and in Spanish press 2. This first greeting and dial plan is the initial AA mailbox. We would need to create a 2nd (for English) and a 3rd (for Spanish).// 

So we would need to know if there are any dial plan differences between the English and Spanish menus. Then we would also need different recording files for each of the 3 menus (language request menu, English menu, and Spanish menu).

===== Phone System Requirements =====

==== Incoming Call Route ====

For setting up the incoming call route, you’ll need to dedicate a DID (usually just the hotel’s main number) to route to the DuVoice’s hunt group (also called ring group, call queue, etc.) number. 

=== Fallback Behavior ===
In addition to this, there must be a fallback number configured. It is recommended that the front desk (or front desk group number) is configured just in case the DuVoice server is unreachable. This is so in the event of an outage of the DuVoice system, customers are still able to make incoming calls. Without this being set up, no external calls would be able to make it to the site, so this is an important detail.

===== Troubleshooting =====
==== External Number Caveat ====

Since in some cases transferring the call directly to a DID from the DuVoice server will instead terminate the call at the phone system. With a proxy forwarding extension, this won’t happen. So in this case, there must be a proxy extension configured on the PBX. Such that when that proxy extension is dialed, it dials the desired DID instead. This is so when the DuVoice system does an extension transfer, it routes to the right place.