Auto-Attendant Routes Guide

  Account > Business Cloud > Auto-Attendant

The auto-attendant builder is comprised of various routes that work together to move calls. As routes are added to the builder, they’re arranged in neat rows and columns so you can see how it all fits together. Routes can be easily found, moved around, and connected as the auto-attendant is built.

When you're done configuring a routes, click [Save], and it will be added to the builder canvas. Routes that have an  Add icon after it require another route.

To edit a route, click on the primary card to open the route on the right.

For best results, use Chrome or Firefox (not Safari).


Set your phone system to direct incoming calls to different destinations depending on when they call in, such as business hours, lunch hours, holidays, after-hours, etc.

A schedule requires at least one rule, but you can add as many as needed. Calls will be routed to the first rule that matches the time of the incoming call, based on the priority order in which the rules are set. To change the order of your rules, click the  icon to the right of the rule and drag it to the correct position.

  1. Schedule Name. Enter a name for this schedule (20 character max).
  2. Time Zone. Select which time zone should be applied.
  3. Rule Name. Enter a name for this rule.
  4. Weekly/Custom. Choose a rule type: Weekly (recurring) or Custom (one-time).
    • Day/Date. For a Weekly rule, select the days of the week that this rule applies to. For a Custom rule, choose the date (you can choose more than one date, but not a range.)
    • Time. Enter the start and end times. You can type it in or click the clock icon on the right to use the drop-down menu (Chrome only).
      • For a Weekly rule, you can split the rule into different times during the day. Click + Add Time Range, then enter the other time.
    • Save. When you're done, click the checkmark in the top right.
  5. If needed, click [+ Add Rule] to add another rule to this schedule.
  6. When you're done adding rules to the schedule, click [Save].




Delete a Rule

To delete a rule, click the Trash.png trash icon. The rule will be crossed out, but if you change your mind, it can still be Restore.png restored or Edit.png edited until the schedule is saved. Once you save the schedule, though, any deleted rules will be deleted permanently.



After you set up and save your schedule, the routes are added to the auto-attendant builder canvas. Click the Add.png Add icon to add another route.

By default, an "All other times" route will be added to determine where calls are routed during times that aren't specified by a rule.



A Menu directs the caller to a message and DTMF (Dual-tone Multi-Frequency signaling, commonly referred to as touchtones) options for call routing based on the key dialed.

Enter a name for this menu, then continue to upload your prompts.



Field Description

Intro Prompt

The recorded audio that a caller will hear upon entering the menu.  A WAV file must be uploaded before the menu can be saved.

Menu Prompt

The recorded audio that a caller will hear after the introduction prompt has completed. WAV files must be in an 8-bit Mono U-Law file format. A WAV file must be uploaded before the menu can be saved.

Example verbiage: "Thank you for calling Acme Corp. Press 1 for Sales, 2 for Support, or 3 for Billing."

Allow Barge-in

Allow callers to interrupt the Intro prompt by dialing an option (DTMF input) before they hear it. Regardless of this setting, callers can always interrupt the Menu prompt.

Menu Options

Add DTMF (touchtone) options (0-9, *, #).  Each option will need a name and a completed route.

  1. Click [+ Add Option]
  2. Select the DTMF option (0-9,*, or #).
  3. Enter a name for the menu option. 
  4. Repeat steps 1-3 for other menu options.


Failure Routing

Choose what happens if the caller dials an invalid option or fails to make a selection within a specified time.


Field Description

Menu Timeout

The number of seconds delay before directing the call into the failure route. Limit 999.

Max Invalid Selections

The number of invalid DTMF (touchtone) selections that will be allowed prior to directing the call into the failure route.

Invalid Prompt Upload

Upload a recorded audio file that a caller will hear after dialing an invalid DMTF option (required). WAV files must be in an 8-bit Mono U-Law file format.

Example verbiage: "The number you entered was invalid. Please try again."

When you're done configuring the menu, click [Save]. The menu will be added to the auto-attendant builder canvas.



The caller will hear a pre-recorded message.


Field Description
Message Name Enter a name for this particular message.
Message Upload a WAV file (under 5 MB) that will play when the caller reaches this point in the route.

A Group allows the call to ring to multiple users (not devices). All user call handling rules will be honored. The first user (or user's call handling rule) to answer will get the call.


Field Description

Group Name

Enter a name to identify this group

Allow Call Queuing

Allow calls to enter a call queue.

Max # of Calls

Enter the number of calls that can be in the queue at one time. Limit 50.

Max Time (Seconds)

Enter the number of minutes that a call is allowed be in the queue (limit 360). Once the max time is reached, the call is sent to the failure route.

Ring Timeout (Seconds)

Enter the number of seconds that a call is allowed to ring to each line (limit 120). If a user does not answer, the call is pushed back to the front of the queue and users are rung again until he Max Time is reached.

User Ring Strategy





Field Description


Rings all devices in the group at the same time. The first user to answer gets the call.


Rings one device in the group at a time in a specified order until the call is answered. For a sequential strategy, enter each user and the number of seconds the call will ring for that user before going on to the next.


Add a user to the group.

Ring Timeout

The number of seconds the call will attempt to route to this group. After the timeout, calls will route to the next specified route.


Routes to a single user whose personal call handling settings will apply as normal, unless "Send calls directly to voicemail" is selected.


Field Description

User menu

Choose which user the incoming call will be directed to.

Send calls directly to user's voicemail

Bypasses the user's call handling rules and routes the call directly to the user's assigned voicemail box.


Allows the caller to dial a user in the directory using text to speech. When the caller reaches this point, they will hear, “Dial by last name” or “Dial by first name.” The caller will dial 3 or more characters of the user’s name and press #. If there is more than one matching user, the caller will select a user from a list of options.

Dial by…

Choose if callers can dial the user by their last name or first name.


Custom Audio

Optionally, upload custom audio prompts to provide callers with customized guidance. WAV files must be less than 5 MB. If a custom file is not used, the caller will hear the default prompts.


Failure Routing

A failure route is required in case the caller is unable reach the user they were looking for.


Field Description

Timeout (seconds)

Enter the number of seconds the call can be in the directory. (1-999)

Max Invalid Selections

Enter the number of invalid selections the caller can try before the call is redirected to the failure route. (1-10)

Hang Up

Terminates any call that reaches this point. Click Save to keep this route.



A Reference when you redirect the call to another route. When a change is made in the original route, any references that use it will also be updated.

Choose which Group, Menu, Message, Schedule, or User a caller will be redirected to once they reach this point in the route, then click [Save].


Here's an example of a completed route:


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