Configuring an Auto Attendant

If you’re a system administrator, login to the web app and click on the System tab (⚙) to get started. Next, click on “Auto Attendants” in the left hand navigation menu. Once you’re on the Auto Attendants page, you can begin setting up the auto attendant for your phone system.

Here are the steps to follow:

  1. Click on the “+”  button in the upper right corner of the screen. This opens the page where you’ll configure the auto attendant.

  2. Name your auto attendant. This makes it easy to identify within your call flow. For example, ABC Company has an auto attendant for business hours and an auto attendant for after-hours calls. Therefore, the auto attendants have been named to reflect how calls are routed at certain times of day: Business Hours Auto Attendant and After-Hours Auto Attendant.

  3. Select an audio file for your auto attendant. From the dropdown (located just below the Name box), choose a recording you’ve already uploaded to your Audio Files, use a default Tresta greeting, or click on the link to record a completely new greeting. This recording guides your callers through the menu options they have available (Thank you for calling ABC Company. Press 1 for Bob, press 2 for Jane, press 3 for Sales).

  4. Connect your menu options to pre-configured items within your system. Click on an unused menu button to activate it. Once clicked, you will be prompted to give the menu item a name (only visible internally) and then route the menu button to an object within the system. This includes any of the following:
    • Audio File
      Plays your callers an audio file. Select an audio file from the dropdown provided and then tell Tresta where to direct the caller after they hear the recording. Read more about Audio Files here.

    • Auto Attendants
      Select an auto attendant from the dropdown menu. This is only possible if you have more than one auto attendant configured.

    • Forwarding Numbers
      Sends your callers to a different phone number. Select a forwarding number from the dropdown or click on the link to add a new forwarding number. Next, select how long you want Tresta to ring the forwarding number. Finally, choose where you want the call to be routed if it isn’t answered at the forwarding number. Read more about Forwarding Numbers here.

    • Groups
      Callers can connect to a group like Billing or Sales. Tresta rings all users subscribed to the group. Select the desired group from the dropdown menu and then choose what happens with an unanswered call. Learn more about Groups here.

    • Submenu
      Sends your callers to a submenu with further options for directing the call.

    • Users
      Allows callers to select who they want to connect with. Choose which user you want the menu button to route to, and then select what happens if that person doesn’t answer. Read more about Users here.

    • Voicemail
      Connects callers directly to a voicemail box. This can be either a user’s voicemail, the voicemail for a group, or a standalone voicemail box. Click on the dropdown to select which voicemail box to route callers or click on the link to create a new standalone box. Learn more about Voicemail here.

    • Schedules
      Routes your callers based on the time of day or day of the week. Select a call schedule from the dropdown provided or click the link to create a new schedule link. Read more about Schedules here.

  5. Click Save once you’ve chosen where to route the menu item. Continue activating and routing as many menu items as you need.

  6. Once all of your menu items are routed, click the Save button in the upper right corner of the screen to save your auto attendant. This will save all of the configurations you have set up for the auto attendant.

  7. Add the auto attendant to your call flow. This is the final step and the most important–this makes your auto attendant actually function with the designated phone number. Here's how to do it:
    • Click on Phone Numbers in the left hand navigation menu under the System Settings section. You will see your main phone number in a box. Click on the edit icon ( 📝) in the top right corner of the box to assign an auto attendant to your phone number.

    • Next, choose to route callers to the auto attendant. Select “Send the call to an auto attendant” from the “When this phone number receives a call” dropdown. Next, select which auto attendant you would like to use. Make sure you click the red Save button in the upper right hand corner. Once it’s saved, you are taken back to the Phone Numbers page where your auto attendant is visible.

Before you move on, it’s important to remember two things about your call flows: 

  • Always test your call flows by dialing your business phone number and ensuring the call routes the way you expect it to.

  • Every phone number on your account should have a call flow. If they do not, your callers will hear a message stating that the call cannot be completed.
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