Create and Manage Auto Attendants
This guide will explore auto attendants and how you can set up one for your call routing needs.
Written by Adrian Angwenyi
Updated at September 4th, 2025
Table of Contents
What is an Auto Attendant?
Instead of relying on an operator to answer and route callers, an Auto Attendant can be implemented to allow callers to listen to a prompt and select where their call should be routed using the dial pad menu of their phones. Using an auto attendant is also useful for giving callers a message during times outside of the set hours of operation.
The dial pad menu options of the auto attendant can route callers to users, call queues, voicemailboxes, external telephone numbers, other auto attendants, and conference bridges. Auto attendants can also play an audio message and repeat its greeting.
Create an Auto Attendant
As a site manager or office manager, you can create an auto attendant to help automate your calls. To do so…
- Navigate to the Auto Attendants page.
- Click the Add Attendant button.
- In the Add an Auto Attendant modal, fill in the following information:
- Name - Type in a descriptive name for the auto attendant.
-
Extension - Type in an extension number that is not in use.
Quick Tip: Extension numbers in the 8100s are recommended for auto attendants. It is also good practice to keep your Auto Attendants in sequential order by organizing them in number ranges.
For example, if you have an Auto Attendant already created that is extension 8100, then the next New Auto Attendant would be created as 8101, then 8102, and so on.
- Time Frame - Select default (all the time).
- Click the Add button.
✔ Clicking Add will pop up a new screen for configuring the new auto attendant's prompt and dial pad menu options.
Step 1: Add a Greeting/Prompt
Depending on how you would like callers to interact with the auto attendant, you can pick between using an intro greeting, menu prompt, or a combination of both.
Intro Greeting
The Intro Greeting will play the selected audio without any interruptions from callers pressing keys on the dial pad menu.
This greeting plays only once before the Menu prompt is played.
WARNING: Using an Intro Greeting by itself is not recommended since it is not read when a user has the menu repeat the greeting.
Menu Prompt
The Menu Prompt functions similarly to the Intro Greeting with the exception that the Menu Prompt can be interrupted when the caller presses a key on their dial pad.
• If there is an Intro Greeting in use, the Menu Prompt will play after the Intro greeting.
• If the auto attendant repeats its greeting, the Menu Prompt will be played without the Intro Greeting.
NOTE: Since the Intro Greeting are not repeated, it is recommended to If cause a Menu Prompt if only one message should be played.
Quick Tip: If callers should hear an un-skippable message followed by a second message that they can skip, an Intro Greeting with an added Menu Prompt is a good idea.
In this case, the intro greeting is usually treated like a notice/warning that plays before the menu prompt. The Menu Prompt usually lists out the options available to the caller.
If callers should only hear one, skippable message, using only a Menu Prompt is recommended.
To get to the menu to manage the audio for the greetings, click on the Manage 
or Manage Audio 
icons (depending on which greeting you would like to use).
Doing so will pull up a menu for adding in audio. Depending on which greeting you select, the menu you see will look different.
Add a Menu Prompt
The Menu Prompt's edit button will pull up a Manage Audio menu for only adding in an audio file.
Add an Intro Greeting
The Intro Greetings button will pull up a Manage Greetings that will display any Intro Greetings that have been added so far.
The Add Greeting button can be clicked to add more intro greetings. For a new intro greeting, you can use the New Greeting section to add audio for the greeting, and the Time Frame dropdown to select when this greeting will play.
Step 2: Add Dial Pad Menu Options
When setting up an Auto Attendant, you can configure certain options for the caller to follow when they use the Dial Pad Menu.
To add these options,
-
Click a number to designate where you want the caller to go when pressing that number on the dial pad of their phone.
-
Select an application to apply to that number in the Dial Pad Menu.
Available Dial Pad Menu Applications
User
This menu option will take the caller to the extension entered.
You can search the internal user by name or the extension number.
The Caller ID Prefix will add text to the front of the caller ID.
Conference
This option will take the caller to a specified Conference Bridge.
To add this option, type in the name or the extension number of the Conference Bridge. Click Save to completely add in this option.
Call Queue
This will menu option will take the caller to a Call Queue specified in the field below.
Select a call queue by typing in the name or the extension of the particular call queue.
Using the extra options, users can add in an announcement message of how many callers are in the queue, or how long the expected wait time is for callers.
The Caller ID Prefix will add text to the front of the caller ID.
• This option can be handy for labeling calls originating from certain phone numbers on the account.
• This option is also commonly used for labeling calls with the name of the department the call is going to.Directory
This menu option will take the caller to the Dial-by-Name Directory.
From the dial-by-name directory, callers will be able to look up a user using the first 3 letters of either their first or last name.
Note: By default, the dial-by-name directory searches users by last name.
To adjust the directory to search by first name, please contact our technical support team by calling (469) 429-2500 or emailing support@spectrumvoip.com.
Voicemail
This menu option will take the caller to the specified User's Voicemail to leave a message.
To select a specific user's voicemail, type in the name or the extension of a specific voicemail box.
Voicemail Management
This will take the caller to a directory-like menu where they can access a specific voicemailbox.
The Voicemail Management prompt will ask for the extension number of the mailbox and that extension's voicemail PIN.
External Number
This option will take the caller to an external 10-digit phone number.
Type in the phone number you want the system to dial when pressing this option.
Play a Message
This will take the caller to recorded message.
You will need to provide the message that the system will play the caller. In order to add in this audio…
1) Click the Manage Audio icon.
✔ Clicking this icon will pull up the Manage Audio menu.
2) In the Description box, type a name for the greeting.
3) Add in the audio file by either uploading an audio file (in a WAV file, mono channel, and 8000 Hz format) or recording a greeting.
• Upload: Click the Browse button and select a formatted audio file from your PC. Click the Save button.DANGER: The audio file needs to be in a WAV file, mono channel, and 8000 Hz format to be properly read in the phone system.
To convert your audio file, use this handy website:
G711.org - Telephony File Converter
When using this website to convert the file, select the Standard Definition option for the Output Format.• Record: Type in an extension number or a phone number to send a call to. Follow the phone call's prompts to record the message.
4) Click Save to add the message.
5) Use the After the message plays drop-down to select the caller's next destination.
– Select Repeat the greeting prompt from the drop-down to route the call back to the main menu.
Repeat Prompt
Using this option will replay the main greeting.
Add Tier
This menu option will give callers another menu to route the calls without creating another auto attendant.
Note: The max number of tiers you can have is 1; however, each Dial Pad Menu option can have its own extra tier.
- Click the Save button.
Quick Tip: It is recommended to save often to avoid losing any progress while working in the Auto Attendant menu.
(Optional) Configure Extra Options
While setting up an Auto Attendant, there are extra settings that can be adjusted to fine-tune how the Auto Attendant acts.
Click the Options icon 
on the right to pull up the Options menu where basic and speech keyword settings can be adjusted.
Basic Options
There are several, basic settings that can be adjusted to customize an auto attendant. Each of these settings affects how the auto attendant will handle a call under certain circumstances.
Dial by Extension
The Dial by Extension feature allow callers in an auto attendant to dial the extension number of an employee to skip past using the options.
Quick Tip: Disabling Dial by Extension ensures that callers can only reach an employee by following the auto attendant's options.
This setting is enabled by default and can be easily switched by clearing the checkbox.
If no key is pressed
If the caller does not select an option before the timeout expires, you can route the call to repeat the greeting, go to an option that is already set, or hang up the call.
If unassigned key is pressed
Using this option, you can route callers that press an unassigned key to either hear a repeated greeting, go to an option that is already set, or hang up the call.
Timeout before first key press
This option determines how long the auto attendant will wait before recognizing any key presses.
Note: By default, the system will wait 3 seconds before recognizing keys pressed.
Timeout after the last key press
Unlike the first key press, this option determines how long the auto attendant will wait after the last key press to register another key press.
Note: By default, the system will wait 3 seconds before registering another key press.
Maximum key presses to collect
You can use this option to set a limit for how many keys can be pressed.
Speech Keywords
Speech Keywords are used by the Auto Attendant to trigger routing whenever it hears a certain word or phrase spoken by the caller. Each dial pad option can have multiple keywords/phrases implemented.
Whenever you add a dial pad menu option, an entry will populate in the Speech Keywords section of the Options modal:
These options can be clicked to show a field for entering in a word or phrase:
Using the Add a keyword or phrase box, type in what you would like the system to listen for to route calls to this selected option.
Click the Done button to save these changes. 
✔ Click the Save button once a greeting has been added, the dial pad menu has been configured, and the extra options are adjusted.
Your Auto Attendant should be ready to set up in your call routing. Place a test call to make sure the menu sounds and acts correctly. You can place a test call to the auto attendant by calling the auto attendant's extension number from a SpectrumVoIP phone.
Step 3: Set the Auto Attendant in Your Routing
If you have multiple phone numbers that route to different destinations, you may need to check where your phone numbers are routing to determine where the auto attendant will need to be implemented in your call routing.
To check the Destination for calls to your phone number, navigate to the Inventory page.
✔ On this tab, you can check where your phone numbers route.
Change the Destination for a Phone Number
If you need to update the destination of a phone number…
1. Click the Edit 
icon next to the phone number.
2. In the Edit Phone Number menu, adjust the following as needed:
NOTE: We will NOT be utilizing the Enable Time Frames Option.
We will be utilizing Routing Users and their Answering Rules to handle time routing.
• Treatment - Select the type of function to send calls to. In the second box that appears, type the name or extension number of the specific function.
Treatment Options
| Option | Description | Notes |
|---|---|---|
| Available Number | Leave the phone number unassigned. | Fax-to-Email phone numbers may be set as an Available Number. |
| User | Route calls for the phone number to a specific user as a DID (Direct Inward Dialing) number. | "Main Numbers" will usually be routed to an Inbound Routing User (x8900) that uses Answering Rules and Time Frames to route calls depending on the time and day. |
| Conference | Routes callers to a conference bridge that has been created. | |
| Call Queue | Routes callers directly to a call queue. | |
| Voicemail | Routes callers to a specific user's voicemailbox. | |
| Auto Attendant | Route callers directly to an auto attendant to have their call handled. | |
| PSTN Number | Routes calls to an off-net, 10-digit phone number, such as an Answering Service, CRM, or a cellphone. | |
| Fax Server | Calls with fax tones will be sent to our fax server. | This option is used for fax numbers used by our StratusFAX service. |
• Caller ID Prefix - This will add text to the beginning of the caller id name for all calls that route through this phone number.
• Notes - If needed, type a description of what this phone number's purpose is.
Once you are done, click the Save button. 
For many companies, they may have an auto attendant set in their routing in some of the following ways:
- Set as the destination for a phone number.
- Set as the destination for unanswered calls in a call queue.
- Set as a destination for an answering rule for a user or inbound routing user for specific events, such as the business hours, holidays, inclement weather, etc.
- Set as a dial pad menu option in a different auto attendant.
To learn more about these different ways of routing callers to an auto attendant, review the module below:
Direct Phone Number
For some businesses, they may want to dedicate a phone number for dialing an auto attendant directly.
Many companies will do this if they want an auto attendant to be accessible at all times. This can also be useful for phone numbers that are called by vendors, technicians, or employees.
To set a phone number to route directly to your new auto attendant…
1. Click the Edit icon next to the phone number.
2. In the Edit Phone Number menu, adjust the following as needed:
• Treatment - Select Auto Attendant.
• Auto Attendant - Type the name or extension number of the new auto attendant.
• Caller ID Prefix - This will add text to the beginning of the caller id name for all calls that route through this phone number.
• Notes - If needed, type a description of what this phone number's purpose is.
3. Once you are done, click the Save button.
4. Give the phone number a test call to confirm that you can now directly contact the auto attendant.
Unanswered Calls
Auto attendants are commonly used as busy messages for callers that do not have their calls answered in time from a call queue. To give these callers more power over how their call gets handled, this auto attendant can have dial pad menu options the caller can use
If you want a queue's unanswered calls to be sent to a busy auto attendant, you can do so by doing the following:
1. Navigate to the Call Queues page.
2. Click the name of the queue or the Edit Queue 
icon next to the queue.
3. In the Edit Queue menu, navigate to the In Queue Options tab.
4. Check to make sure the Queue Ring Timeout matches how long (in seconds) you want callers waiting in the queue before being forwarded to the busy auto attendant.
Quick Tip: The Queue Ring Timeout can be set in increments of 5 seconds. 5 seconds is equivalent to 1 ring.
For this example, the queue will ring for 30 seconds, which is 6 rings.
5. Ensure that the If unanswered dropdown is set to Forward to destination.
6. In the Forward Destination box, type and select the name or extension number of the busy auto attendant.
7. Click the Save button. 
Special Events
For some businesses, they may want to use an auto attendant for callers that call during a specific time period. This could be for when the business has lunch, meetings, or any other events.
If your business needs callers sent straight to an auto attendant during a specific time, the following will need to be completed to add the Auto Attendant into your call routing:
1. Add a Time Frame for the routing.
2. Create an Answering Rule that will route calls to the auto attendant when the time frame is active.
Step 1: Add a Time Frame
To tell the system when calls will need to go to the busy auto attendant, a time frame will need to be created,
To create a time frame…
1. Navigate to the Time Frames page.
2. Do one of the following:
• Click the name of the user that needs a time frame.
• In the search bar, type and select the ion number of the user that needs a time frame.
• If you are adding a time frame for your business' routing, click Domain instead:
Quick Tip: If you are not able to see the user you are trying to add a time frame for, deselect Hide Users Without Time Frames.
3. Click the Add Time Frame button. 
4. In the Add a Timeframe menu, do the following:
• Name - Type a unique name for identifying this time frame. 
• When - Select the type of time frame to be created.
Options for When
• Always - If the time frame should be active until it is disabled, select Always.
• Days of the week and times - Select this if the time frame will be active on a recurring basis (same time and day every week). Select those days of the week and use the boxes to enter the starting and ending time of the time period.
– To add a break in the time that the time frame is active on a certain day, click the Add range 
icon.
• Specific dates or ranges - Type and select the date(s) and times the time frame will be active for. 
– Click the Add date range button to add more dates.
• Holidays - Use the Holidays search tool to find and select national holidays your business observes.
• Custom - Create a time frame that allows you to add a combination of Days of the Week, Specific Dates, and Holidays.
5. On the second tab that appears, fill in the information listed to define when this time frame will become active.
6. Click the Save button.
7. To add more time frames, repeat steps 3-5.
Step 2: Create an Answering Rule
Now that a time frame has been created, an answering rule can be added that will route calls to the auto attendant when the new time frame is active.
To add an answering rule for routing…
1. Navigate to the Users page.
2. In the search bar, search for the user by name or extension number.
Note: If you are adjusting your business' call routing, find the Inbound Routing User for the location.
3. Click the Edit 
icon and select Answering Rules.
4. On the user's Answering Rules page, click the Add Rule button. 
5. In the Add an Answering Rule menu, do the following:
• Time Frame - Select the time frame that the busy auto attendant will be used for.
• Call Forwarding - Select Always and in the box, type the ion number of the busy auto attendant.
6. Click the Save button.
7. You should see the answering rule appear above the Default answering rule.
8. Click and drag the triangle icons to move this answering rule to the top.
✔ A message should appear letting you know that the answering rules have been reprioritized before prompting you to click Save like so:
9. Click the Save button.
✔ Now when that time frame is active, calls will be sent to the auto attendant for that user or the business, depending on if you have adjusted the answering rules for a user or the inbound routing user.
Dial Pad Menu Option
Auto attendants can have other auto attendants set as destinations for their dial pad menu options. This is commonly used by companies that want callers to interact with a separate menu for different departments.
To add your new auto attendant as the destination of a different auto attendant's dial pad menu option…
1. Click the name or the Edit 
icon next to the auto attendant that needs this change.
2. In the Dial Pad Menu section, click the number that should route callers to the new auto attendant. 
3. Select User.
4. In the box, type the name or extension number of the new auto attendant.
5. If needed, you can use the Caller ID Prefix box to type in a series of letters to prepend to the Caller IDs of calls that use this option. 
6. Click the Save button. 
7. Place a test call to confirm the auto attendant option works as intended.