Tools — DISA (Auto-Attendant)

"DISA (Direct Inward System Access) is a PBX feature that allows incoming callers to access internal extensions, to speak to an agent, as well as to utilize menu options via touch tone keypad selection to have their call routed to specific departments or specialists."

You know when you call a company and hear "press 1 for sales, press 2 for support, press 3 for accounts"? That is an IVR (Interactive Voice Response) system — also called a DISA in Abilis terminology. It greets callers automatically and routes them to the right person or department without needing a human receptionist.

Sub-Tabs

DISA — Services sub-tab showing configured auto-attendant services with their status.
DISA — Services sub-tab showing configured auto-attendant services with their status.
DISA — Queues sub-tab showing call queues, their assigned agents, and queue behaviour settings.
DISA — Queues sub-tab showing call queues, their assigned agents, and queue behaviour settings.
DISA — Users sub-tab listing agents assigned to DISA services and queues.
DISA — Users sub-tab listing agents assigned to DISA services and queues.
DISA — Messages sub-tab for managing IVR prompts and announcements.
DISA — Messages sub-tab for managing IVR prompts and announcements.
Sub-TabWhat It ConfiguresDetail
ServicesThe IVR services themselves.Define which phone number triggers the auto-attendant, what greeting to play, and what menu options are available.
UsersUsers allowed to access DISA features.Table columns (per v9.0 ch63.3): User name; Service — the DISA service this user logs into (or AUTO to pick the service from caller-ID pre-identification); Pin — access code, or # to identify the user by calling number only (no PIN required); Max Calls — concurrent call limit; CB — callback allowed, YES/NO; Permit — destination-number patterns this user is allowed to call (digits, wildcards, list references); Deny — destination-number patterns this user is forbidden to call. Click New + to add a user — a dialog asks for the username.
MessagesAudio messages played to callers.The welcome greeting, menu options prompt, goodbye message, "invalid option" message, etc. These are linked to audio files from Tools > Audio Messages.
QueuesCall queue configuration.When all agents are busy, callers wait in a queue. Configure: queue name, maximum wait time, hold music, overflow behaviour (transfer to voicemail, play a message, etc.).

How DISA Works in Practice

  1. An external caller dials your main office number.
  2. The Abilis answers and plays the welcome message (e.g. "Welcome to Acme Corp").
  3. The caller hears menu options (e.g. "Press 1 for sales, 2 for support").
  4. Based on the key pressed, the call is routed to the appropriate extension, department, or queue.
  5. If no one answers, the caller may be sent to voicemail or hear a closing message.
Setting up DISA involves coordinating IVR services, audio messages, CTI routings, and queues. See the DISA Responder How-To for the step-by-step walkthrough, and the Audio Messages How-To for recording greetings.
Anteklab Technical Support Email: tem@antek.it
Tel: +39 0376 16262,27
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