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Edit Auto-Attendants

While an auto-attendant is live and processing calls, you can open the builder to see how it's set up and edit any groups or queues, but all other routes are view-only to avoid disconnecting calls or otherwise breaking the auto-attendant.

If you need to make changes to any of the other routes, you have a few options:

Option 1: Duplicate, Edit, Switch

  1. In the Voice Portal, go to the Auto-Attendant page. Locate the one you want to modify and click Duplicate_Icon_Blue.png Duplicate.

  2. Click Icon_Edit_Blue.png Edit to open the builder and make any necessary changes.

  3. Go back to the Auto-Attendant page, find the one you just modified, and click Activate_Icon_Blue.png Activate.

  4. When you're ready for the new version to go live, go to the Phone Numbers page and locate the phone number assigned to the original auto-attendant.

  5. Click the destination on the right and change it to the new auto-attendant. Calls to that phone number will now be directed through the new auto-attendant.

  6. Go to the Auto-Attendant page, locate the original, and click Deactivate_Icon_Blue.png Deactivate.

  7. Delete the old version or rename it so users don't confuse them.

Option 2: Deactivate, Edit, Reactivate

To avoid breaking an active call flow, make these changes after-hours when you're sure calls aren't coming in for as long as it will take to make changes.

  1. In the Admin Portal, go to the Phone Numbers page and locate the phone number assigned to the auto-attendant you want to modify.

  2. Click the phone number destination on the right and change it to "None" or another viable option (like a temporary auto-attendant).

  3. Go to the Auto-Attendant page and locate the one you want to modify. Click Deactivate_Icon_Blue.png Deactivate.

  4. Now click Icon_Edit_Blue.png Edit to open the builder and make any necessary changes.

  5. When you're done, go back to the Auto-Attendant page, locate the auto-attendant you just modified, and click Activate_Icon_Blue.png Activate.

  6. Click the Assign Phone Number link to go to the Phone Numbers page.

  7. Locate the phone number you want to assign, then click the destination on the right and change it back to the auto-attendant.

  8. Click [Save]. Calls to that phone number will now be directed through the auto-attendant.

Note

If you don't have access to the Auto-Attendant or Phone Numbers pages, please contact Customer Support for assistance.

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