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If you’re reading this, chances are, you want to know what an auto attendant is.
You probably want to know how a phone auto attendant system works and the benefits of using one. You could also be wondering how to set up an auto attendant.
Well, we’ve got the answers for you.
You only need to read this blog post to the tail end. We’ll even tell you why iPlum has the best auto attendant if you’re in for an advanced solution.
Sounds good?
Let’s dive right in.
Table of Contents
2. How does an auto attendant work?
3. Why do you need an auto attendant?
4. How to set up an auto attendant
5. Why choose the iPlum auto attendant phone system
6.Get the iPlum auto attendant with unlimited extensions
What is an auto attendant?
An auto attendant is an automated system designed to guide incoming calls through a menu using keypad inputs or voice commands.
It answers calls automatically, greets callers with a recorded message, and gives them menu options such as “Press 1 for Sales” or “Press 2 for Support.”
Think of it as a smart call-routing assistant built into your phone system, which acts as your virtual receptionist.
It ensures the caller reaches the right person or department, allowing them to skip long hold times or manual transfers.
How does an auto attendant work?
An auto attendant comes with several features to manage inbound calls.
First, it answers the call automatically, plays a greeting, and prompts the caller to choose a department, service, or action. The caller can respond by voice or keypad input.
The system then follows your call flow to route calls to the right destination. Consequently, callers reach the right person faster, and queues move predictably, leading to fewer missed calls.
And if you’ve set after-hours rules, the system directs callers to voicemail, an on-call line, or a backup number in your business phone system. Let’s break down these features.
Greeting and menu-driven navigation
First, the caller hears a friendly greeting. Next, they are presented with a simple auto attendant menu, such as Sales, Billing, or Support.
The caller can press a number or say a command to reply. Then the system confirms the selection and proceeds as per the caller’s input and your call flow rules, using interactive voice response (IVR) where configured.
Skill-based routing
After the caller makes a selection, the routing engine applies the skill rules tied to that option. Billing questions go to the accounting department.
Technical issues reach product experts. New appointment requests route to the scheduling desk or front office, and so on.
Call queue management
When calls spike in volume, the automated attendant system creates a queue. It allows callers to join a fair line and hear brief updates or estimated wait times.
If you’ve set policy-based rules, the service moves priority emergencies or VIP callbacks to the front. Meanwhile, admins and supervisors can view live volumes and adjust thresholds, staffing, or overflow routes to keep lines moving.
Message handling
Message handling features allow you to manage incoming calls with personalized greeting messages, call transfers, voicemail options, and call forwarding.
With this function, your automated phone system can greet callers with custom messages and route unanswered calls to voicemail (with transcription where available).
You can also transfer callers to the right extension and forward calls to alternate lines during busy periods or after normal business hours.
Why do you need an auto attendant?
Every business call is a chance to make a great impression. Or lose one.
An auto attendant keeps your phone systems running smoothly, ensuring any incoming call is answered even when you don’t have a human receptionist.
Whether you’re a growing company or managing high call volumes, the right auto attendant phone system can improve customer satisfaction, reduce manual call handling, and save you time and money.
Let’s look at how auto attendants deliver measurable value to your business.
You’ll answer every call consistently
Missed calls can cost you leads. You don’t want that.
You’re better off, therefore, using a business phone system with an auto attendant to respond to callers with an inviting welcome message. And the beauty of it is that the attendant works 24/7 answering incoming calls, day or night, during open hours or after-hours calls.
Simply put, helps you to maintain consistent responses, without needing a live operator or third-party answering services.
You’ll route callers to the right destination
The last thing customers want when they call your business is to move from one person to another. An auto attendant allows you to avoid that.
It listens to the caller’s input, follows your call flow, and connects them to the right person, fast. In other words, the phone system knows where to send your call automatically.
Think of it as a way to leverage automated call routing to improve customer experience and save money while at it.
You’ll reduce wait times during peaks
When calls spike, you need a way to keep things moving.
An auto attendant helps manage high call volumes by guiding routine requests to the right path and letting urgent ones reach the right person as a matter of priority.
So, instead of leaving callers stuck on hold, your call flow sorts and directs to the correct destination. The setup not only improves customer satisfaction but also gives your team some breathing room.
You’ll greet callers professionally every time
You don’t want a caller’s first impression to be a rushed hello or background noise.
An auto attendant allows you to open the conversation with a branded recorded greeting message. In addition, you control the tone, the language, and the timing.
Plus, you can use a human voice or plug in text-to-speech. Either way, your business sounds polished and prepared, no matter when the call comes in.
You’ll manage business hours and after-hours rules
Your phone system shouldn’t need monitoring round the clock.
With an auto attendant, you can set rules based on your business hours. During open times, it routes calls to your team. Outside of those hours, it directs callers to voicemail, a backup line, or another location. The setup ensures you’re still responsive, even when no one’s on-site to pick up.
You’ll reduce manual transfers for staff
Transferring calls manually takes time and breaks your team’s focus. An auto attendant removes that hassle by guiding callers to the right person from the start.
It follows your call flow, applies the routing rules, and gets the caller where they need to go. That way, your staff stays focused, and your callers avoid repeating themselves or bouncing between desks.
You’ll offer self-serve info like hours and address
Not every call needs a human response.
An auto attendant can share your business hours, phone number, location, or other details up front. Callers press a number, hear what they need, and move on. No wait, no transfer.
It’s a simple way to handle routine requests, ease the load on your team, and keep your phone systems running efficiently.
You’ll standardize call flows at every location
If you run multiple locations, you want callers to have the same experience no matter where they call. An auto attendant lets you set a consistent call flow across all lines.
You can use a multi-level auto attendant to organize by location, department, or service. That way, your business sounds unified, and managing updates becomes a whole lot easier.
You’ll boost customer satisfaction with fewer dead ends
Callers get frustrated fast when they hit dead ends or land in the wrong department.
An auto attendant uses your call flow and routing rules to guide callers to the right person without confusion. Plus, you can add options like a dial-by-name directory to make things even smoother, leading to fewer dropped calls and better customer satisfaction.
You’ll log missed calls for quick callbacks
Not all calls come through when your team is available.
An auto attendant logs missed or unanswered incoming calls so you can follow up fast. That way, you won’t lose track of leads or service requests.
And when paired with voicemail and smart alerts, your phone system becomes a tool for keeping the loop closed, even after hours.
How to set up an auto attendant
Setting up an auto attendant is a straightforward process that usually takes just a few minutes.
- Choose a phone system with a built-in auto attendant: Not all phone services offer this feature out of the box. Look for a business phone system that includes an auto attendant as part of the core package. iPlum, for instance, offers an auto attendant in its Standard plan for $8.99 per month.
- Create your greeting: Start with a short welcome message. You can record it in your own voice or use text-to-speech.
- Add your menu options: Think about what most callers are looking for. Is it Sales, Support, Billing, or Location info? Then set a menu with those choices. Keep it simple. The goal is to help callers navigate quickly without confusion.
- Set call routing rules: Decide where each menu option leads. You can route calls to users, departments, voicemail, or external numbers. Make sure each path connects callers to the right person or resource.
- Define business hours and after-hours settings: Tell the system when you're open and what to do when you’re not. Use after-hours call rules to forward calls, send them to voicemail, or offer callback options.
- Test your setup: Run a few test calls to make sure everything works as expected. Then, adjust your call flow or messages as needed.
Why choose the iPlum auto attendant phone system
If you want a phone setup that sounds professional, works anywhere, and doesn’t miss calls, iPlum is worth a serious look.
It’s built for professionals, solopreneurs, and small businesses that want a powerful and reliable solution to handle calls without paying extra for third-party answering services.
Here’s why iPlum’s auto attendant is worth your attention.
Built-in auto attendant at no extra cost
iPlum gives you an auto-attendant system as part of your subscription, whether you’re using local or toll-free numbers.
There’s no upsell or separate add-on.
For as little as $.899 per month, your callers hear a professional recorded message, then get routed to the right department, extension, or voice mailbox based on your setup.
That’s smart call management out of the box.
Simple setup with no technical skills needed
iPlum boasts a minimalist, super intuitive dashboard that makes it easy to select auto attendants, upload or record a custom greeting, and set your call flow in a few clicks.
Just log in, configure your settings, and you’re up and running in minutes.
Professional greeting and phone tree system
With iPlum, your callers hear a branded recorded message the moment they call. The built-in phone tree guides them to the correct department or extension using keypad input.
You can add multiple levels, personalize pre-recorded messages, and route callers wherever they need to go, without a human operator picking up the line.
Flexible cloud-based call routing
iPlum runs in the cloud, which means you can route calls to any phone number, whether it’s a mobile, desk phone, or remote team member.
Your auto attendant handles the logic in the background, routing calls to the right department based on your setup. That gives you full control without being tied to a physical location or traditional office system.
Improves efficiency and reduces missed calls
iPlum works like a 24/7 virtual receptionist. It answers and directs calls automatically, so you don’t miss out on sales or support opportunities.
The setup gives your team space to focus while still delivering a reliable customer experience.
Customizable call flow and messaging
With iPlum, you’re in control of the experience.
You can create a custom greeting, set different flows for weekdays and weekends, and add pre-recorded messages for directions, hours, or announcements. You can even prioritize calls based on what matters most to your business.
iPlum’s level of customization helps you manage customer interactions smoothly and professionally.
Get the iPlum auto attendant with unlimited extensions
An auto attendant is an innovative solution to streamline how you run your business.
With iPlum, you get a full-featured phone tree that answers calls, routes them to the right place, and keeps you connected. Setup takes minutes.
Customization is simple. And with unlimited extensions included, you’ve got room to grow. Whether you’re a solo professional or managing a growing team, iPlum gives you the tools to remain responsive and sound professional.
Get an auto attendant designed for your business needs.
Disclaimer: This article is intended for general informational purposes and may not reflect the most current features or capabilities of the products or companies mentioned. For the most accurate and up-to-date information, please refer to the official sources of each company.
