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Help & Support One Net Feature Management Portal help for administrators Auto-attendants About auto-attendants 
An auto-attendant is an automated receptionist that answers calls with an announcement and a menu of dialling options. It transfers calls according to the options the caller selects.
You can use auto-attendants to ensure that calls to your organisation are handled as efficiently as possible. For example, if the caller doesn't need to speak to a specific individual, the auto-attendant can transfer their call to a call queue or hunt group so that it will be answered by an available team member.
An auto-attendant can handle calls for the whole company or for a specific group. You can set up a hierarchy of menus so the user is not presented with too many options in one go.
Before you set up an auto-attendant, you should design the structure of menus and options that you need for answering calls to your organisation. If you need multi-level menus, you can create the submenus first and then join the menus together by associating keys with the action. Each submenu should have an option to return to the previous menu.
A dialling menu can include up to ten options. For each option, you associate a phone key (0 to 9) with an action and, in some cases, a phone number. For example, you could associate the 1 key with the action and the phone number 0111 2222. When a caller selects the 1 key, the auto-attendant forwards the call to that number.
You can set up an auto-attendant so that callers receive the same message and dialling menu whenever they call. Or you can create an alternative auto-attendant with a message and menus for anyone who calls outside of business hours or during holiday periods.
To limit a message to specific days and hours, you must activate closed hours for the auto-attendant.
An auto-attendant can be assigned call features, such as voicemail. An administrator can set up these services in the same way as for normal users.
When you are designing and setting up the auto-attendant, you have to upload an initial announcement that is suitable for your organisation and that matches your structure of menus and options. Announcements are stored in the announcements library.
Read about the announcements library >
Watch a video about how to upload an announcement for an auto-attendant:
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