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Aptela Knowledge Base » Call Tree / IVR » Call Tree Overview

Call Tree Overview

The Call Tree, also known as “Auto Attendant”, presents incoming callers with a greeting and a set of menu options, also referred to as “blocks.” For example, the greeting will play something similar to, “Thank you for calling Aptela,” and the menu options will sound something like, “Press 1 for sales, press 2 for customer service, press 3 for . . ."  These blocks have basic functions such as transfer to a user or department, and complex such as enter a number and receive a fax.  As an Account Operator, you have the ability to create and/or edit your Call Tree.

As the Call Tree routes to departments and users, the caller's audio experience will include hearing audios triggered by the Call Tree and those trigger once transferred to a department or user.

Before making changes to your existing tree we recommend the following:
  1. Copy down your existing Call Tree settings.
  2. Save all audio files from your existing Call Tree.
  3. Write up a script of how you want your call tree to sound.
  4. Design your routing flow on a pen & paper or in an application such as Visio.
  5. Remember, your Call Tree consists of only nine audio blocks.

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