Announcements and Auto Textback

An Announcement is a greeting that has no options. A common example of an Announcement a caller could hear is, “Calls are recorded for quality and training purposes.”. Once the greeting is complete, the caller would be sent to the next destination of a call flow. This could be a ring group, a queue, or any other call flow feature available in the PBX.

Upload a Recording

1. Log into the PBX Admin Portal at https://pbx.primevox.net.
2. Navigate to Greetings > Recordings.
3. Click “Upload Recording”.
   • Enter a name for your recording.
   • Select a file to upload.
4. Click “Submit”.

Adding an Announcement

1. Navigate to Greetings > Announcements.
2. Click “Add Announcement”.
   • Give your Announcement an extension number. This can be any number that is 3 to 5 digits long. We recommend starting with 9001 per our Extension Numbering Guidelines. 
   • Ignore all other fields for now
3. Click “Submit”.
4. Edit your new Announcement.
   • Set the Announcement Name
   • Select the recording to use
   • Select the type of destination after the Announcement completes
   • Select the specific destination
5. Click “Submit”.

Advanced Options

When editing an Announcement, there is an Advanced tab with the additional settings listed below:

• Destination Looping - This setting has been permanently disabled.
• Looping Timeout - This setting has been permanently disabled.
• Allow Skipping - This toggle allows a caller to press any digit on their keypad while the Announcement is playing to skip it.
• Disable Voicemail Greeting - When this toggle is enabled, any caller that enters the Announcement will not hear a voicemail greeting if they reach a voicemail afterward. Instead the caller will immediately hear a voicemail tone when reaching a voicemail box.

Enabling Auto Textback

The Announcement feature can be used to send a text message to caller automatically. A few example messages that could be sent to a caller would be "Sorry we missed your call" or "Thanks for your interest.”

Attention! Per carrier regulation, a caller must be given the option to Opt-In to SMS messages and provided a clear way to Opt-Out of SMS messaging.

Opt-In requirements mean that this feature must be used in conjunction with an IVR (a.k.a Call Tree/Call Menu).

Opt-Out requirements mean that phrase “Reply STOP to unsubscribe.” must be included in your automatic SMS message. 

1. Edit your new Announcement.
2. Select the Auto Textback tab.
   • Choose the Phone Number SMS messages should come from. If you have not already registered your phone number for SMS/MMS messaging, you can do so by filling out this form.
   • Type your message. Shorter is better and be sure to include “Reply STOP to unsubscribe.” at the end of your message.
   • Choose whether or not you want this automatic text to be added to the UCP Area, in the form of a new SMS conversation thread. Warning: This can fill your UCP accounts up with unnecessary SMS conversations!!
3. Click “Submit”.

Managing Customer Opt-Outs

If a customer/caller texts the word "STOP" to one of your phone numbers, they will be opted out of receiving SMS messages from that phone number. You can manage opt-outs by navigating to Call Routing > Inbound in the PBX and clicking Edit on a phone number.