Build your first auto attendant

An auto attendant is the recorded menu callers hear when they call your main number: “Thanks for calling. For sales, press 1. For service, press 2.” It answers every call instantly and sends callers to the right place without a receptionist.

Before you start

• Write your script. Keep it short. List the options in the order callers need them most.
• Create the destinations first. Make the users, call queues, and voicemail boxes your menu will send callers to.
• Pick an unused extension for the auto attendant. Auto attendants use the 500s, starting with 500 for your main menu.
• Have your business hours time frame ready if you plan a separate after-hours menu. See Time frames.

A sample script:

“Thank you for calling Riverside Dental. For appointments, press 1. For billing, press 2. If you know your party’s extension, you may dial it at any time. For a company directory, press 9. To speak with our front desk, press 0.”

Step 1: Create the auto attendant

1. Go to Auto Attendants.
2. Select Add Attendant.
3. Enter a Name, such as “Main Menu.”
4. Enter an unused Extension, such as 500. It can’t be changed later.
5. Set Time Frame to default (all the time).
6. Select Add. The auto attendant designer opens.

Heads up: If you pick a narrower time frame here, the auto attendant only answers during that time. For your main menu, keep default (all the time). To play a different menu after hours or on holidays, see After-hours and holiday greetings.

Step 2: Add your greeting (menu prompt)

The menu prompt is the message that lists the options.

1. In the Menu Prompt area of the designer, select the pencil button. The Manage Audio window opens.
2. Under New Greeting, choose how to create it:
   • Text-To-Speech — Type your script in Message, then pick a Language and Voice. Great for a first version; you can replace it with a professional recording later.
   • Upload — Choose an audio file, such as a WAV or MP3.
   • Record — The system calls a phone number you enter, and you record the prompt over the phone.
3. Select Save. The prompt’s length appears next to its name, with buttons to play or download it.

You can also add an Intro Greeting (select Manage next to it). It plays once before the menu prompt, for example “Thank you for calling Riverside Dental.”

Step 3: Set up the menu keys (0–9)

Each key in the Dial Pad Menu can do one thing. Select a key, then choose an application under Choose a new application:

• User — Rings a person’s extension (their answering rules apply).
• Call Queue — Sends the caller to a team queue.
• Conference — Puts the caller into a conference bridge.
• Directory — Lets callers find someone by spelling their name (dial-by-name).
• Voicemail — Sends the caller straight to a voicemail box to leave a message.
• Voicemail Management — Lets your staff dial in to check their own messages.
• External Number — Forwards the caller to an outside phone number.
• Play Message — Plays a recording, such as your address or hours.
• Repeat Prompt — Plays the menu again.
• Add Tier — Opens a second menu (for example, “Press 1 for sales, then press 1 for new customers”).

1. Select a key, such as 1.
2. Choose the application, then type the name or extension of the destination and pick it from the list. For a call queue, you can also have callers hear how many people are ahead of them or the expected wait.
3. Repeat for each key you mentioned in your greeting. A small icon under each key shows what it does. To clear a key, select it and choose Remove.

Tip: Use 0 for a live person. Callers expect it, and many press 0 right away.

Tip: Keep menus to three levels or fewer. Deep menus frustrate callers.

Step 4: Set dial-by-extension and timeouts

Select the gear button at the right end of the dial pad. The Options window opens.

• Enable Dial by Extension — Lets callers type an extension number at any time during the greeting. Turn it off if you don’t want outside callers reaching extensions directly.
• If no key is pressed — What happens if the caller does nothing: Repeat the greeting prompt, Hangup, or follow one of your keys (for example, Follow 0 to go to the front desk). Sending them to a person or queue is usually best.
• If unassigned key is pressed — What happens if they press a key you didn’t set up: repeat the prompt, hang up, or follow one of your keys.
• Timeout before first key press, Timeout after last key press, and Maximum key presses to collect — Select Set Custom to change how long the menu waits for callers. The defaults work for most offices.

Select Done to close the window.

Step 5: Save and test

1. Select Save at the bottom of the designer.
2. Call its extension from a desk phone to test it.
3. Press each key and confirm it reaches the right place.
4. When everything works, point your main phone number at the auto attendant in Inventory. See Phone numbers and devices in Inventory.

Make dial-by-name work well

The directory only finds people who:

• Have Announce in Audio Directory turned on in their profile, and
• Have recorded their name in voicemail settings.

See Edit a user’s profile, caller ID and directory listing.

Common questions

How do I make a different menu for after hours or holidays?

Build a second auto attendant (for example, “Holiday Menu” on 501) and send calls to it during that time frame. See After-hours and holiday greetings.

Can I delete an auto attendant?

Yes. In Auto Attendants, select the red trash can on its row and confirm. First, make sure no phone numbers or other menus point to it.

Callers say the menu cuts them off. Why?

Check what’s set for If no key is pressed. If it’s set to hang up, change it to send callers to a person or queue.

Related articles

• How a call travels through your phone system
• After-hours and holiday greetings
• Set up a call queue
• Music on hold and intro greetings