The auto attendant greets callers and provides them with single-digit options to reach a person, team, or app. By default, all phone services are configured to direct inbound calls to the auto attendant app. Each number (0 through 9) can be configured to direct callers to a different person, team, or app. There are also options for enabling a dial-by-name directory, and enabling direct extension dialing from the auto attendant. 

Editing the Auto Attendant App

To edit the settings of the auto attendant app, follow the instructions below.

  1. Click the Apps tab to show the default Apps tab view. 
  2. Click the extension link of the Auto Attendant to load the auto attendant editor. By default, the extension is 1010.
  3. Fill in all desired fields. Each section of this screen is described below.

    Extension field -- The short (2-6) series of digits used to reach this application.
    Caller Dials dropdown -- Destination to which to send callers when the selected key number is pressed on the key pad.
    Pound Key (#) For Directory checkbox -- Whether to make the pound(#) key invoke the Guided Directory application which allows callers to dial extensions by first name (recommended). You should mention this capability in your greeting script.
    Extension Dialing checkbox -- Whether to allow callers to dial extensions directly from the Auto-Attendant. You should mention this capability in your monologue. Note that enabling this option only allows callers to dial the extensions of people and teams, it does not allow them to dial the extensions for apps (such as the conference bridge). If you would like an app to be accessible by an external caller, you will need to add the app to one of the single-digit option on you auto attendant.
    Getting Script field -- The text of you greeting to be read out when callers visit the Auto-Attendant. After you save your Auto-Attendant you will have the option to record your greeting using one of your configured phones. The text that is typed in this textbook will be presented to you when you record your greeting so that you do not have to memorize anything.
    Record With Phone button -- Click the Record With Phone button to record the desired message for your auto attendant. Your recording will be played back to callers when they reach the auto attendant.
    Save button -- Click the orange Save button to save any changes that have been made to the auto attendant's configuration. Changes are not active until they are published. She the Publish Tab article for more information on publishing changes.
    Cancel link -- Discards any changes that have been made to the auto attendant's configuration, and returns you to the default App Tab screen without saving. You will not be prompted to confirm the cancellation.
  4. If you have changed the options that are available from your auto attendant, the greeting will need to be updated to reflect this. The auto attendant greeting is recorded using any configured phone. First, ensure that your Greeting Script field has an accurate greeting in it, then click the blue Re-Record With Phone button. If your greeting does not need to be updated then you may skip the steps below, and may simply click the orange Save button, then publish your changes to proceed. 
  5. Click the Record with dropdown and select the phone you wish to use to record the auto attendant prompt. 
  6. Click the blue Record Now button. 
  7. The phone that you selected earlier will ring. Answer the phone. 
  8. Follow the audio prompts to record your message. When done, the auto attendant editor screen will reflect that the new message has been recorded. 
  9. Click the orange Close button. 
  10. Click the orange Save button. You will receive confirmation of your changes in the top right corner of the screen.
  11. Changes are not active until they are published. See the Publish Tab article for more information on publishing changes. 

Uploading a New Recording for the Auto Attendant App

The auto attendant app allows you upload a pre-recorded WAV file instead of recording your greeting by phone. If you would like to record by phone, please follow the instructions under “Editing the Auto Attendant App” article. To upload a pre-recorded greeting to your auto attendant, follow the instructions below.

NOTE: A WAV file must be used for auto attendant recording uploads. Other file formats (such as MP3 files), cannot currently be used, and will not be accepted. 

  1. Click the Apps tab to show the default Apps tab view.
  2. Click the extension link of the Auto Attendant to load the auto attendant editor. By default, the extension is 1010.
  3. Scroll to the bottom of the page so that the blue Upload File button is visible.
  4. Click the blue Upload File button. The auto attendant file uploader will appear on screen.
  5. Click anywhere within the boxed area of the pop-up to launch a file browser, then use the file browser to locate the file you wish to upload. Alternatively, you may drag the file that you wish to upload from a file explorer window on your computer and release it inside of the boxed area within the pop-up. Your file upload will start immediately.
  6. Once the upload is complete, the file uploader pop-up will disappear, and you will receive a message stating that your recording was successfully uploaded.
  7. Click the orange Save button at the bottom of the Auto Attendant screen to save your changes.
  8. Changes are not active until they are published. See the Publish Tab article for more information on publishing changes.
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