Glossary
What is an auto attendant?
Definition
An auto attendant is an automated phone-system feature that answers incoming calls and routes them without a live operator. It greets callers with a recorded message and presents a menu of options—such as pressing a number for sales, support, or a specific department—then directs each call to the right extension, group, or voicemail. Auto attendants let organizations of any size handle calls consistently around the clock.
01How an auto attendant works
When a call arrives, the system plays a pre-recorded greeting and menu prompt. The caller responds using touch-tone keypad input (DTMF) or, in newer systems, spoken commands. Based on the selection, the auto attendant forwards the call to an extension, a call queue, a ring group, or voicemail, following rules the business configures.
02Common uses
Auto attendants are used to route callers to the correct department, provide directory-by-name dialing, and share basic information like hours or location without staff involvement. Many businesses use time-based routing so calls are handled differently during business hours versus after hours. They are a core building block of most business phone systems.
03Auto attendant vs. IVR vs. live answering
An auto attendant is a simple menu that transfers calls, while an IVR (interactive voice response) can also collect input and interact with databases for tasks like checking a balance. Neither converses naturally the way a live receptionist or an AI voice agent does. Auto attendants excel at fast, predictable routing rather than answering open-ended questions.
Frequently asked questions
Is an auto attendant the same as an IVR?
They overlap but differ: an auto attendant mainly greets and routes calls, while an IVR can also gather information and integrate with back-end systems to complete self-service tasks.
Does an auto attendant replace a receptionist?
It handles routing and menus but cannot answer questions or hold a conversation, so it complements rather than fully replaces a live or AI receptionist.
See also
Related terms
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