Auto-Attendant (IVR)

Is an auto-attendant the same as IVR?

In practice, yes. “Auto-attendant” and “IVR” describe the same feature: a voice menu that routes incoming calls. Industry usage varies by context. “Auto-attendant” is the term more often used in business phone systems where the menu directs callers to a person or a department. “IVR” is the broader technical term and tends to appear more in contexts where the menu also handles self-service tasks like looking up opening hours, etc. The underlying hardware and software are the same. For a deeper look at how to design a multi-level IVR call flow, see our guide on building an IVR system that improves customer call experience.

Key features of an auto-attendant

A business auto-attendant typically includes the following capabilities:

• Custom greetings. Welcome message, menu prompts, after-hours messages, holiday messages, and per-department prompts can all be recorded.
• Menu options via keypad. Callers select an option using their phone keypad (0-9, *, #).
• Call routing. Calls can be directed to a specific extension, department, ring group, call queue, voicemail, or an external number.
• Dial-by-name directory. Callers can reach an employee directly by entering their name on the keypad.
• Multi-level menus. Sub-menus can be configured for businesses with multiple departments, services, or locations.
• Scheduled routing. Different greetings and call flows can run during business hours, after hours, holidays, and any custom schedule.
• Music or message on hold. Default music, custom music, or promotional messages can play while callers wait to be connected.

Features of an Auto-Attendant

This system allows any caller to connect to their desired party quickly, improving customer satisfaction. In case the user is not available at that time, the system provides the caller with an option to hold or directs them to the appropriate voicemail to leave a message.

If the caller chooses to wait, the system can play a recorded message about the company and its services while keeping their call on hold for a certain time. This allows the customer to learn more about your company while they wait to be connected to the right party.

An auto-attendant can also use a database to keep track of its users and their names. This feature, called a Company Directory, allows the caller to press the keys corresponding to an employee name to ring their extension. The system can also be configured to announce the employees’ names, which can be especially useful for a smaller organization.

On the other hand, if the intended destination is not a person but a general department like tech support, customer support, finance, sales, etc., the caller can be directed to their destination after hearing a voice prompt telling them which key to press, for example: “Press 1 for Sales, Press 2 for Support, Press 3 for Billing, or stay on the line to reach the operator.”

An auto-attendant frees your employees to focus on higher-value work. An auto-attendant works around the clock 7 days a week, and it even works on the off days and can play different prompts based on a specific schedule.

Even when your company is closed, the system will take a message from the caller, so your customers are taken care of no matter the day or time. It can also handle a large volume of calls and reduces the risk of human error by automating and simplifying the process of routing incoming calls to their destination.

What’s included with AgileIP’s auto-attendant

Auto-attendant is included on every AgileIP line at no additional cost. The system supports configurations from a simple single-level menu to complex tree hierarchies with multiple sub-levels, depending on what your call flow needs.

Included on every account:

• Multiple auto-attendants on a single account. A business with several departments, locations, or call flows can run separate menus from one system.
• Scheduled routing. The auto-attendant can route calls differently during business hours, after hours, holidays, and any custom schedule you define.
• Bilingual menus. Greetings and routing paths can be recorded in English, French, or both. A bilingual auto-attendant can offer language selection at the opening menu.
• Configuration handled at deployment. AgileIP builds your call flow with you. You don’t configure it yourself.

Available as an add-on:

• Voice artist recordings. Professional voice recordings for greetings and prompts in English, French, or other languages on request.

How AgileIP sets up your auto-attendant

AgileIP configures your auto-attendant with you as part of deployment. The process is managed end-to-end:

1. Map your call flow. AgileIP works through your extensions, departments, business hours, after-hours rules, and any holiday or custom schedules to design the menu structure.
2. Record your greetings. Greetings can be recorded by someone in your organization, or, as an add-on, by a professional voice artist in English, French, or another language.
3. Program the routing tree. AgileIP configures the menu options, sub-levels, scheduled routing, and the handoff to extensions, departments, queues, or voicemail.
4. Test the call flow. Before go-live, the call flow is tested with you and adjusted if needed.
5. Make changes anytime. Updates after go-live, like a new department, a schedule change, a new prompt, or a holiday recording, are handled by AgileIP at no additional cost.

You don’t manage the configuration interface yourself. The same team that scopes your deployment stays engaged for changes over time.