Create a New Auto Attendant

Before you begin

You can use an existing business hours and holiday schedule to configure the time/days your auto attendant is operational and non-operational, or create a new schedule when you create an auto attendant. To configure your business hours and holiday schedules in advance of creating an auto attendant, see Create and Configure a Schedule in Cisco Webex Control Hub for more information.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant > Create Auto Attendant.

3

On the Basics page, enter the following information, and then click Next.

  • Location

  • Auto Attendant Name

  • Phone Number

  • Language

4

On the Business Hours Schedule page, assign an existing Business Hours schedule in the Select an option drop-down, or create a new schedule. Click Next.

5

On the Holiday Schedule page, assign an existing Holiday schedule in the Select an option drop-down, or create a new schedule. Click Next.

6

On the Menu page, under both the Business Hours and After Hours tabs, use the drop-down to assign each keypad number to their function. Click Next.

To allow callers to dial an extension without a menu prompt, check the Enable extension dialing without requiring a menu item check box.

7

On the Greeting page, under both the Business Hours and After Hours tabs, choose whether you want to use the default greeting, upload an audio recording, or record your own greeting. Click Next.

8

On the Review page, under each tab, review your new auto attendant settings to make sure everything is correct. You can click Back to make any changes, or click Create to apply the settings to your new auto attendant.

9

Click Done when completed.

Disable an Auto Attendant

With this procedure you can disable a previously created auto attendant.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the auto attendant to disable from the list.

3

In the side panel, toggle Enable Auto Attendant to off to disable the auto attendant.

4

Click Save.

Edit Auto Attendant General Settings

You can change the location and language for your auto attendant.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the auto attendant to edit from the list.

3

In the side panel, beside General Settings, click Manage.

4

View the Location, and select and edit the Language from the drop-down.

5

Click Save.

Edit Auto Attendant Phone Numbers

Change your auto attendant phone numbers and add up to 10 alternate numbers.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the auto attendant to edit from the list.

3

In the side panel, beside Phone Numbers click the number(s) you have assigned.

4

Edit the Primary Phone Number and/or Extension.

5

Add Alternate Numbers using the search function.

6

Click Save.

Configure Call Forwarding for Auto Attendants

You can forward all incoming calls dependent on a set of criteria that you define.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the auto attendant to edit from the list.

3

In the side panel, click Call Forwarding.

4

Toggle the Call Forwarding feature on.

5

Select one of the following options:

  • Always Forward Calls—Always forward calls to a designated number.
  • Selectively Forward Calls—Forward calls to a designated number depending on criteria.

6

Assign the number you want to forward calls to. If you have chosen Always Forward Calls, click Save.


 

Check the Send to Voicemail check box to forward all calls to a voicemail service of an internal number. The Send to Voicemail check box is disabled when an external number is entered.

7

If you choose Selectively Forward Calls, create a rule by clicking Add When to Forward or Add When Not to Forward.

8

Create a Rule Name.

9

For When to Forward or When Not to Forward, select a Business Schedule and Holiday Schedule from the drop-down menu.

10

For Forward To, select at least one option from Default Phone Number or add a Different Phone Number.

11

For Calls From, select Any Number or Selected Numbers with at least one option from the following:

  • Any Number—Forwards all calls in the specified rule.

  • Any Private Numbers—Forwards calls from private numbers.

  • Any Unavailable Numbers—Forwards calls from unavailable numbers.

  • Add Specific Numbers—Forwards calls from up to 12 numbers that you define.

12

For Calls To, select a number or alternative number from the drop-down so that calls are forwarded when a call is received to this number in your organization that you define.

13

Click Save.

What to do next

Once a rule is created, you can enable or disable a rule using the toggle beside the rule in the table. You can also change or delete a rule at any time by clicking Edit or .

Edit Dialing Options for Auto Attendants

Set the dialling options to be specific to a customer or a location/site.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the auto attendant to edit from the list.

3

In the side panel, click Dialing Options.

4

Select one of the following:

  • Customer

  • Location

5

Click Save.

Edit Business Hours Schedules for Auto Attendants

You can assign a business hours schedule created previously, or create your own business hours schedule for the auto attendant.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the auto attendant to edit from the list.

3

In the side panel, under Business Hours Auto Attendant click Schedule.

4

Choose one of the following options:

  • Assign an existing schedule—Select a previously created schedule from the drop-down menu.

  • Create a new schedule—Create a new name for the schedule and select the business hours.

5

Click Save.

Edit Business Hours Menu Options for Auto Attendants

Assign different functions to each keypad number. These settings direct your customers where they need to go when they enter a specific number on their phone.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the auto attendant to edit from the list.

3

In the side panel, under Business Hours Auto Attendant, click Menu.

4

Check the Enable extension dialing without requiring a menu item check box to allow callers to directly dial an extension at any time.

5

Select the function you want to assign to each number or function key on the dialpad.

6

For each assigned function, enter additional information or phone numbers and extensions to transfer calls.

7

Click Save.

Edit a Greeting for a Business Hours Auto Attendant

This is the message that your customers hear when they call during business hours. Greetings often have a short welcome message and list the menu options.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the Auto Attendant to edit from the list.

3

In the side panel, under Business Hours Auto Attendant, click Greeting.

4

Choose from one of the following:

  • Default Greeting—Plays a default greeting for incoming calls.

  • Custom Greeting—Upload an audio file, or record a greeting using the recording function.


 

You can find more information for recording from your phone and sample greeting scripts by clicking Instructions for recording on a phone and Show me a sample script.

5

Click Save.

Edit After Hours Menu Options for Auto Attendants

Assign different functions to each keypad number to direct your customers where they need to go when they enter a specific number on their phone. The menu that you set for after hours also applies to the holiday schedule.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the auto attendant to edit from the list.

3

In the side panel, under After Hours Auto Attendant click Menu.

4

Check the Enable extension dialing without requiring a menu item check box to allow callers to directly dial an extension at any time.

5

Select the function you want to assign to each number or function key on the dialpad.

6

For each assigned function, enter additional information or phone numbers and extensions to transfer calls.

7

Click Save.

Edit a Greeting for After Hours Auto Attendant

This is the message that your customers hear when they call after business hours. Greetings often have a short welcome message and list the menu options. The menu that you set for after hours also applies to the holiday schedule.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the auto attendant to edit from the list.

3

In the side panel, under After Hours Auto Attendant, click Greeting.

4

Choose from one of the following:

  • Default Greeting—Plays a default greeting for incoming calls.

  • Custom Greeting—Upload an audio file, or record a greeting using the recording function.


 

You can find more information for recording from your phone and sample greeting scripts by clicking Instructions for recording on a phone and Show me a sample script.

5

Click Save.

Edit Holiday Schedules for Auto Attendants

Set the days during which your holiday auto attendant operates. You can assign a holiday schedule created previously, or create your own holiday schedule for the auto attendant.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Auto Attendant and then select the auto attendant to edit from the list.

3

In the side panel, under Holiday Auto Attendant click Schedule.

4

Choose one of the following options:

  • Assign an existing schedule—Select a previously created schedule from the drop-down.

  • Create a new schedule—Create a new name for the schedule and select holidays for your organization.

5

Click Save.