Hawaiian Telcom is committed to providing our customers with the latest products and services. The AIS Auto Attendant service that you are currently subscribed to requires an update to bring your service up to the latest platform.
Please contact our team at 808-451-0650 or at HT-Sales-Support@hawaiiantel.com as soon as possible to schedule your order. AIS Auto Attendant service must be migrated to the new platform by October 31, 2025. As part of the migration, a Hawaiian Telcom representative will assist with the migration details, such as migrating your current .wav file recordings and setting up the menu options and flow. After your service is migrated, you will have the ability to make updates to your auto attendant. Click the button below for instructions on how to set up and edit your new Auto Attendant Service.
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Login to your Auto Attendant Self-Service Portal: Customer Portal - Hawaiian Telcom
Auto Attendant User Guides
Please note for Auto Attendant customers:
- With your Auto Attendant services (AIS) being moved to a new platform, your previously recorded greetings, schedules and settings will not be saved or transferred to the new platform.
Preparing for your Auto Attendant Migration:
- Save any pre-existing menu recordings (.wav file formats), or scripting prior to the migration that you would like to use for your auto attendant.
- Each menu option is setup to point to a specific number related to the menu option. Be prepared with the numbers that should be associated with each menu option.
Example:
Press 1 for Sales- Sales number is 808-123-4567
Press 2 for Billing- Billing number is 808-456-7891
- A phone number tied to the Auto Attendant will be migrated as part of this effort to the new platform. Our Service Coordinator will be in touch with details to finalize this process. Be prepared to confirm the main phone number used for your Auto Attendant service.
We appreciate your patience as we transition you to an upgraded platform for your Auto Attendant Service. If you have any questions or need further assistance, contact us at 808-451-0650 or at HT-Sales-Support@hawaiiantel.com.
FAQs:
Why is this migration necessary?
The current platform for the AIS Auto Attendant is end of life. To ensure the latest features and support for your Auto Attendant service a migration to the update's platform is required.
I have trouble with my current AIS Auto Attendant; can I get it resolved prior to the migration?
A ticket should be opened with our support teams for any features or service issues experienced. You can submit at ticket by calling 808-643-6111. To best resolve the issues, the migration of your Auto Attendant service will be prioritized with our team.
How can I make changes to my Auto Attendant post migration to the new platform?
You may make changes via the self-service portal- portal.bvoip.hawaiiantel.com or by submitting a request to your Account Manager. If you submit a request to your Account Manager, a one-time fee of $42.50 for the change will be billed.
Is there training on how to make changes via the self-service portal for my new Auto Attendant service?
We have linked a few helpful resources to get you started on making changes to your greetings, or schedules for the Auto Attendant service. If additional assistance is needed, please inquire with your Account Manager about an Auto Attendant training course with our Auto Attendant experts. A one-time fee for a training course may apply.
Do I need to pay more for this migration to another Auto Attendant platform?
No, billing for your services will remain “as is” at this time.
Do I need to disconnect the old Auto Attendant service?
No action is required to remove the old Auto Attendant AIS service.
Do callers need to do anything different selecting an option on my Auto Attendant?
No, the caller should hear all menu options you setup for your auto attendant service.
What Auto Attendant features have been enhanced?
Auto Attendant subscribers will now have access to a self-service portal available to make updates and changes to Auto Attendant greetings, announcements and schedules.
What can I expect for this migration process?
A service coordinator will work with an authorized party on your account to confirm the Auto Attendant number(s) and menu options and recordings that should be migrated. The service coordinator will work to schedule the migration at a time that works best for your business.
I’ve completed the migration to the new Auto Attendant Platform, but noticed that a few updates need to be made to the menu options and number assignments, how can I get assistance for this?
We understand that changes may need to be made shortly after the migration. Please contact your Service Coordinator within 14 Business days of the install to help with updates to your Auto Attendant service. Any changes requested outside of this 14-day period may result in a one-time charge of $42.50.
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