Edit Auto-Attendants

While an auto-attendant is live and processing calls, you can open the builder to see how it's set up, but nearly all routes are view-only to avoid disconnecting calls or otherwise breaking it. The only exceptions to this rule are Hunt Group and Queue routes, which can be swapped while the auto-attendant is live.

Note

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

Change Call Flow

If you need to make changes to the Schedule, Menu, Message, User, Forward to, Directory, Hang Up, or Reference routes, you have a few options:

Option 1: Duplicate, Edit, Switch

In the portal, go to the Auto-Attendant page. Locate the one you want to modify and click Duplicate.
Click Edit to open the builder and make any necessary changes.
Go back to the Auto-Attendant page, find the one you just modified, and click Activate.
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. Click the destination on the right and change it to the new auto-attendant. Click [Save].
Extensions cannot be duplicated. If the auto-attendant had an extension, remove the extension from the original and assign it to the new one.
- Click the extension field on the original auto-attendant. In the pop-up, delete the extension, then click [Save].
- Click the extension field on the duplicated auto-attendant. In the pop-up window, enter the extension, then click [Save].
Go to the Auto-Attendant page, locate the original, and click Deactivate.
Delete or rename the old version, 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.

In the portal, go to the Phone Numbers page and locate the phone number assigned to the auto-attendant you want to modify.
Click the phone number destination on the right and change it to "None" or another viable option (like a temporary auto-attendant).
Go to the Auto-Attendant page and locate the one you want to modify. Click Deactivate.
Now click Edit to open the builder and make any necessary changes.
When you're done, go back to the Auto-Attendant page, locate the auto-attendant you just modified, and click Activate.
Click the Assign Phone Number link to go to the Phone Numbers page.
Locate the phone number you want to assign, then click the destination on the right and change it back to the auto-attendant.
Click [Save]. Calls to that phone number will now be directed through the auto-attendant.

Change Extension

The extension assigned to an auto-attendant can be updated at any time:

Go to the Auto-Attendant page.
From the list of auto-attendants, locate the one you're looking for and click the Extension field.
Add, change, or remove the extension, then click [Save].

Remap Migrated Hunt Group or Queue

In April 2025, hunt groups and queues were split out of the auto-attendant and rebuilt as standalone objects in Call Groups. At that time, groups in Activated or Live auto-attendants were automatically migrated to Call Groups to not disrupt the call flows. However, hunt groups and queues assigned to Incomplete and Ready to Activate auto-attendants could not be migrated. Those groups must be rebuilt before they can be assigned to the auto-attendant.

First, go to Call Groups and create a new hunt group or queue.
Next, go to Auto-Attendant and select the one you want to modify to open the builder.
A yellow alert is displayed where a hunt group or queue configuration used to be. Click that box and select a hunt group or queue from the list.
Click [Save] to assign the call group to the route.

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