Objective
Create and configure an Auto Attendant in the 8x8 Admin Console to automatically answer and route incoming calls.
Applies To
8x8 Admin Console
Auto Attendant
Overview
An Auto Attendant acts as a virtual receptionist. It answers incoming calls and guides callers using menu options such as “Press 1 for Sales.”Auto Attendants can:
Route calls automatically
Replace or supplement a live receptionist
Route calls differently based on:
Business hours
After-hours
Weekends
Holidays
Special business exceptions (for example, company offsites)
Plan Your Auto Attendant
Before setting up your Auto Attendant, plan the following:
1. Identify Which Calls the Auto Attendant Will Handle
Will all inbound calls go to the Auto Attendant?
Or only calls that a live receptionist cannot answer?
Should call routing change based on time of day?
2. Define Menu Options
What options will callers hear?
Will you need sub-menus for more complex routing?
3. Decide Call Routing
Where should calls go when a key is pressed?
Individual users
Ring Groups
Call Queues
Voicemail
External phone numbers
What should happen if a call is not answered?
4. Prepare the Greeting Script
Write the spoken menu prompt.
Decide whether multiple languages are required.
Pre-Configuration Requirements
Before creating the Auto Attendant:
Log in to the 8x8 Admin Console.
Set up any required:
User profiles
Ring Groups
Call Queues
Extension forwarding rules
Create the Auto Attendant
Step 1: Start the Auto Attendant Setup
In Admin Console, click Auto Attendants.
Click + Create Auto Attendant.
Step 2: Enter Auto Attendant Details
Complete the required fields:
Name
Site
Extension number
Time zone
Language
Step 3: Configure the Schedule
Under Business Hours, select Create new schedule.
Click the pencil icon next to a day of the week to edit it.
Select whether the business is Open or Closed.
If open:
Set the From and To hours of operation.
Hours follow the Auto Attendant’s selected time zone.
Click Save.
Repeat these steps for each day of the week.
Click Save when finished.
This schedule allows different call behavior during and outside business hours.
Step 4: Select an Auto Attendant Greeting
Choose one of the following greeting options:
Text-to-Speech: Type a prompt that is read by an automated voice
Default Greeting
Upload a Pre-recorded Greeting
Record a Greeting by Phone
Step 5: Configure Auto Attendant Menu Rules
Create menu rules that define what happens when callers press specific keys.
Assign actions such as:
Ringing a user
Sending calls to a Ring Group or Call Queue
Forwarding calls to voicemail or an external number
Note:
You must select a Site before you can create Auto Attendant menu rules.
Frequently Asked Questions (FAQ)
Can I play a temporary message telling callers we are busy and will call them back?
No. Auto Attendants do not support temporary pause message
Workaround: Forward calls to voicemail and record a custom voicemail message.
Can I transfer a call from the Auto Attendant?
Auto Attendants do not support call transfer.
Alternative: Use call forwarding to route calls.
Can an Auto Attendant ring multiple users at the same time?
Yes. Create a Ring Group and route Auto Attendant calls to it.
Ring Groups allow you to define:
Group members
Ring order or pattern
Does an Auto Attendant require a license?
No. Auto Attendants do not use licenses.
Licenses are assigned only to the extensions or users that receive the calls.
Can the Auto Attendant answer after the first ring?
Yes. Adjust the Ring Timer on the destination extensions to control when calls are answered.
Can the Auto Attendant send text or reservation messages?
No. Auto Attendants only route voice calls and do not send SMS messages.
Refer to the SMS FAQ for messaging features.
Can I give someone read-only access to the Auto Attendant?
No. Read-only access is not available in Admin Console.
You can restrict access by adjusting user permissions.
Is there a limit to how many phone numbers can be assigned to an Auto Attendant?
No. There is no limit to the number of direct phone numbers that can be assigned to an Auto Attendant or IVR.
How can I test my Auto Attendant?
Call the configured phone number to verify that calls route as expected.
This is the recommended best practice.
Can I get a transcript of the current Auto Attendant greeting?
No. 8x8 does not provide greeting transcripts.
Alternative: Use a third-party transcription or AI tool to transcribe the audio.
How to assign ring groups and auto attendants to a department?
Associating Ring Groups and Auto Attendants with departments is not a feature 8x8 Supports. However, you can have internal documentation for your company that defines which site, extension, etc., is associated with each department.
Can I set up incoming call authentication to verify the caller's identity on the system?
No, this is not a supported feature in 8x8 for either the Auto Attendant.
How can I transfer unanswered calls to the company directory?
You can alter the Ring No Answer Forward behavior to forward an Auto Attendant that goes to the company directory. However, this would disable voicemail.