Expand Your Auto Attendant

Document created by Cisco Documentation Team on Feb 15, 2017Last modified by Cisco Documentation Team on Apr 17, 2017
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You can customize an auto attendant to help your callers get the information and assistance that they need. For example, you can add announcements, route calls, provide menus, and allow callers to dial extensions.

To add a new step to an auto attendant, click the plus sign and then choose an option.


To find the Auto Attendant Builder: Choose Services > Call > Features. Then create a new auto attendant (https://help.webex.com/docs/DOC-17732) or edit an existing one.


When working in the Auto Attendant Builder, be sure to save your changes before you close the window.

Actions in the Auto Attendant Builder


You can include decision steps that automatically route calls based on caller ID details. For example, you can route VIPs to a specific destination, route calls to the right office based on the caller's area code, or present the correct language to callers based on their country code.

Here are a few things to keep in mind:

  • After you select a caller attribute, you can enter multiple values for that condition. Just separate each value with a comma.

  • Numbers must include the country code and follow E.164 format. For example, +12065551212.

  • Area code has the same meaning as national destination code.

  • We recommend that the caller name attribute only be used for internal callers and that you enter the name as it would be displayed in caller ID.

Dial by Extension

If callers know someone's phone extension, they can dial the number.

You can type a message such as, "Dial your extension now" or upload your own audio file.

Phone Menu

You can use a phone menu to provide information to callers and to route them to the right individuals, hunt groups, and other auto attendants.

Route Call

The call is routed to another destination.

Example: Our auto attendant includes a phone menu that exits to the next step when a caller provides invalid input. Instead of disconnecting the call, we want to give the caller additional assistance. First we added a Say Message that announces, "There seems to be a problem. We are transferring your call." Next we added a step that routes the call to a hunt group.

The various routing options are described below.

  • Route to Auto Attendant—The call is transferred to another auto attendant to provide the caller with other options.

  • Route to Hunt Group—The call is routed to a hunt group, and someone will answer the call according to the hunt group settings.

  • Route to Phone Number—The call is transferred to an external number. For example, we set up an after-hours auto attendant that announces, "Our office is closed. Please call back tomorrow. If you need to talk to someone now, please hold for our answering service."

  • Route to User—The call is transferred to an individual, such as a receptionist or support agent.

  • Route to Voicemail—The call is transferred to someone's voicemail so that the caller can leave a message.

Say Message

The caller hears a message, such as information about your business or the auto attendant options. You can create messages by using our text-to-speech feature or upload your own audio file.