What Is An Auto Attendant?


An auto attendant, or automated attendant, is a voice menu system used in telephony to automatically route incoming calls to extensions as identified by the callers, without the need for a human operator. It is an automated phone system feature that offers a simple menu system directing callers to a specific services or department within an organization. Typically, an auto attendant acts as the first point of interaction for inbound callers to avoid missed callers, make a company look professional, and deliver a seamless experience to all callers.


How An Auto Attendant Works


With auto attendants, callers can press different keys on their telephones to spawn dual tone multi-frequency (DTMF) signals or touch tones that are detected and interpreted by the telephony application program interface (TAPI) to transfers calls to different extensions. Generally, auto attendants are engineered to route calls to VoIP virtual phones, mobile phones, and other AA/IVR systems. They can also deliver standard pre-recorded messages, transfer a call to sub-menus, and link a caller to a customer service representative.

Common Auto Attendant Uses

Auto Attendants can be offered in multiple ways. The complexity of the auto attendant is anchored on how the service provider chooses to deliver it or how a business decides to use it. That said, businesses can implement different forms of auto attendants, including a simple menus system, a recorded greetings system, or an integrated voice response (IVR) system. 


Top Advantages and Benefits of Auto Attendants

All in all, an auto attendant will help a business eliminate human error from the telephony system, save on overhead, increase efficiency, and improve call navigation.


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