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Auto Attendant Menu Options Overview

Avatar Amanda Nemeth
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This article goes over the different type of options that can be set for callers to dial when they reach the Auto Attendant

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When creating an Auto Attendant, dialed options 1 to 9, 0, and the star key [*] can be programmed to execute different functions when selected

  1. User – Routes the call to a specific user’s extension. This can be an individual employee or a system extension such as an Auto Attendant, Call Queue, or other system function. Useful for direct communication.
  2. Conference – Directs the caller to a conference bridge, where multiple participants can join the same call. Ideal for team meetings, support calls, or company-wide discussions.
  3. Call Queue – Places the caller in a call queue where they wait for the next available agent. Useful for customer service or support teams handling a high volume of calls.
  4. Directory – Enables the caller to use a dial-by-name directory to find an employee’s extension by entering their name using the phone keypad.
  5. Voicemail – Sends the caller directly to a specific voicemail box to leave a message, bypassing any ringing or hold times.
  6. Voicemail Management – Allows staff to call in from an external phone and access their voicemail. Useful for remote employees or on-call staff needing to retrieve messages securely.
  7. External Number – Forwards the call to an external telephone number, such as a personal cellphone or another business location. Commonly used for after-hours or on-call staff.
  8. Play Message – Plays a pre-recorded message, often used for information such as business hours, location details, or holiday closures. This avoids requiring a live representative for routine inquiries.
  9. Repeat Prompt – Replays the current menu options for the caller in case they missed the choices or need to hear them again before making a selection.
  10. Add Tier – Creates a sub-menu with a separate greeting and set of options. Useful for businesses with multiple departments (e.g., "Press 1 for Sales, Press 2 for Support") or different service levels.

Options

Clicking the gear on the far right, additional options can be set.

  1. Enable dial by extension –
  • Enabled (Checked): Callers can enter a specific extension number at any time to reach an individual user or department.
  • Disabled (Unchecked): Callers must navigate through the menu options without the ability to directly dial an extension.
  • Use case: If your business wants to allow frequent callers (who know extensions) to bypass menus, enabling this option improves efficiency.
  1. If no key is pressed –
  • Determines what happens if the caller does not make a selection within the given timeout period.
  • Common options:
    • Repeat menu (helpful if the caller got distracted).
    • Transfer to an operator, voicemail, or default option (prevents dropped calls).
    • End call (used in rare cases where no default action is needed).
  • Use case: Ensures calls don’t get stuck in limbo if a caller is unsure what to do.
  1. If an unassigned key is pressed –
  • Defines what happens when a caller presses an invalid option that isn't assigned in the menu.
  • Common options:
    • Play an error message and repeat the menu (e.g., “Invalid entry, please try again.”).
    • Redirect to an operator or voicemail (useful for preventing frustration).
    • End the call (not common, but can be used in certain cases).
  • Use case: Prevents confusion and ensures callers stay within the intended menu options.
  1. Timeout before first key press –
  • Sets how long the system waits for an initial response from the caller before triggering the "no key pressed" action.
  • Common settings range from 5 to 10 seconds.
  • Use case: Helps balance allowing enough time for the caller to respond while keeping the call flow efficient.
  1. Timeout after last key press –
  • Defines the waiting period between key presses before assuming the input is complete or taking another action.
  • Useful for multi-digit inputs like extensions or PIN codes.
  • Use case: Ensures users entering multiple digits (like an extension) don’t get interrupted by the system acting too soon.
  1. Maximum key presses to collect –
  • Limits how many total key presses the system will accept before proceeding with the next action.
  • Typically used for extension dialing, PIN entry, or numeric selections.
  • Use case: Prevents users from entering excessive or incorrect numbers and ensures a smooth call flow.
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