An auto attendant is an automated interactive voice response (IVR) menu that answers calls, plays customized greetings, and routes callers to the right person, queue or service without human intervention.
Compared to a live receptionist, it guarantees zero waiting times and faster routing, reducing missed calls and manual workload, leaving receptionists only to deal with calls and not transfers.

From the web portal you create an IVR service, define its pilot number, upload voice prompts, and add menu options (e.g., “Press 1 for Sales”). Each option can route to internal extensions, queues, external numbers, or another IVR. You can also configure time-based behaviors to change menus during off-hours or holidays. You can retrieve more info on the knowledge base under Auto Attendant Product Configuration.

Yes. Auto Attendant supports Time Tables, letting you define business hours, lunch breaks, weekends and holidays. Each time range can use a different IVR flow (e.g., daytime menu, after-hours message, holiday message), ensuring callers always reach the appropriate service.

Auto Attendant works with major enterprise calling platforms (Cisco UCM, Webex Calling, Microsoft Teams via SIP routing, and SIP-based PBXs). As long as the PBX can route calls to Imagicle via SIP trunk, the IVR can answer and route calls based on its configured scripts.

Yes. You can upload custom WAV/MP3 prompts, including human-recorded greetings. Auto Attendant also includes multiple built-in languages and allows language-specific routing (e.g., “Press 9 for Spanish”), making it easy to support multilingual customer service.

Auto Attendant can route each IVR option directly to an Advanced Queueing service or to Imagicle Attendant Console operator groups, so you can build flows like IVR → Queue → Operator with full control over wait times and call distribution. In addition, specific options or overflows can be routed to Imagicle AI Virtual Receptionist / Virtual Agents for 24/7 conversational self-service, which then escalate to queues or operators only when human support is really needed.

In the web portal, you can see number of incoming calls, menu selections, abandoned calls, busy-channel events, peak hours and call outcomes. Reports can be exported or scheduled via email to track performance over time and identify menu improvements.

Yes. Each menu option can route to queues, operators or external numbers. You can also configure timeouts (e.g., if the caller doesn’t press anything) and fallback rules to send callers to a queue, voicemail, or another IVR branch.

Keep menus short (3–5 options), start with the most requested services, provide multilingual paths only if needed, use clear and friendly prompts, and always include an escape option (e.g., “Press 0 to speak with an agent”). Test regularly and track menu selections to refine the flow.

Use Time Tables to assign different IVR scripts by time range (business hours, night, holiday). For example, during holidays the system can bypass normal menus and play a dedicated greeting before routing callers to queues or voicemail.

• internal extensions
• operator groups
• Advanced Queueing services
• external numbers (mobile, PSTN)
• voicemail
• another IVR service

In some PBXs you may hear a ring-back before the IVR plays a prompt. You can disable this by adjusting PBX SIP trunk settings so early media is passed to UCX Suite immediately. Once configured, callers hear the Auto Attendant greeting with no initial ring-back.

Yes, IVR flows can hand off calls to Advanced Queueing, inheriting its routing logic, distribution algorithms, overflow rules and wait-time strategies. This ensures seamless routing from self-service to live agents.