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How to Set Up an Auto-Attendant

Updated over 3 months ago

Everything regarding your Auto-Attendant menu can be controlled from the settings section on the website.

Notes:

**Auto Attendant is a premium feature and requires a subscription to one of these plans: Solo, Growth, Small Business, Complete, Ultimate**

  • Once the call is forwarded to one of your menu options, all logs of the call and its voicemail will NOT be collected by YouMail.
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  • While Auto-Attendant is enabled, you will only be able to adjust your main greeting through the Auto-Attendant settings menu.
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  • The Auto-Attendant can be enabled on either the mainline, the virtual line, or both at the same time.

When the Auto-Attendant is configured on each line, calls are handled as follows:

  • For the Mainline: Calls are received normally to the device. When declined or missed, the Auto-Attendant replaces the generic voicemail greeting and allows your calls to be forwarded externally via the configured keypress options.
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  • For the Virtual Line: Calls that come directly to the virtual line automatically hear your Auto-Attendant greeting first. Similar to when you call your carrier or another service provider. They'll press the corresponding keystroke before getting their call placed to the configured destination. For Example: Press 1 for support, Press 2 for billing.

Configuring the Auto-Attendant (Mainline)

  • Sign in to YouMail using the link: YouMail Sign In

  • Click on Settings > Auto Attendant

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  • Click Configure Main Menu

    • Remember to Toggle the Auto-Attendant ON

  • You will see tabs where you can set the time of day and days of the week you want callers to hear the menu greeting, select the greeting you want to be played, and the transfer menu options.

  • If you want a different greeting playing outside of the business hours, save your changes and then click on Configure Off-Hours Menu and follow the steps below.

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Selecting Time of Day: (Optional)

  • When configuring this section of the Auto-Attendant, you are provided with an option to select your preferred/Business hours for the menu options to take place. When this is done, the Auto Attendant greeting will only be played during your selected times and on selected days.

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Auto-Attendant Greetings:

  • When selecting the greeting to be played for the Auto Attendant, "Smart Auto Attendant" is a combination of your account's smart greeting and the menu option configured on the account.

  • You have the option of recording or choosing another greeting for the Auto Attendant Menu.

Please note:

  • If you do not use the Smart Auto Attendant option, the recording MUST include the configured menu options so the callers are aware of the menu options they can select.
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  • 8 cannot be used as a menu option, as this connects to conference calling.

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  • For the section For My Contacts, you choose to play the assigned personal greeting; this way, your contacts will not receive the default Auto-Attendant greeting.

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Menu Options:

When configuring the menu options, the first prompt allows you to have callers automatically directed to voicemail should they not press any keys tied to the options you have added. You can have the waiting period reduced or increased depending on the time you'd like to provide your callers to select a menu option.
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The options provided allow you to:

  • Repeat the greeting (which gives the menu options) - Recommended

  • Allow the caller to leave a voicemail - Recommended

  • Hang up and end the call - Ensure to extend the wait time, taking into consideration that callers could be multitasking or not sure what to select.

It's important to note that you consider this when voicing/scripting your greeting; this is NOT automatically prompted by the system.
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​Once you are ready to have your options added, select "+ Add".
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You can have up to 9 options added, not including option 8 (this line is used for conference calls). When setting up your menu options, please note the details below:

  • Name: This is for internal purposes only. This is the name of the person/group this extension will route to.
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    For Example, Mike Wheeler, or VP of Sales.

  • Action: Simultaneous vs Sequential
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    • Connects to (Simultaneously) - When this option is selected, you can add multiple numbers to the same menu option, and all numbers will ring at the same time. The first line to answer will receive the call.
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    • Connects to (Sequentially) - With this option, you can enter a connecting number and then the number of seconds you'd like the call to ring. After that time has passed, you have the option of adding additional numbers to forward to in order.
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    • Please note: You want the call to ring with enough time to reach the recipient (5-10 secs) but also ring short enough that it transfers before reaching the first recipient's voicemail. If it is forwarded to the first recipient's voicemail, it cannot be transferred after that.

If you're only forwarding to one destination (number), there is no need to update this option. Using the default (simultaneously) is perfectly fine.

  • Connect Phrase: This is a mandatory field. The connect phrase ties directly to the use of the "Smart Greeting" option. The system will automatically pull the info from this field and use it in the greeting.
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    There are plenty of options to choose from that should either fit/generalize the person/group your caller can get connected to.

If you're choosing to voiceover or upload a custom recording for the Auto Attendant, please still be mindful and as accurate as possible when selecting the connect phrase. Though it is not used initially, it will be used as a system backup in the event your greeting cannot be played for any reason.

This ensures that even if there is an issue, your callers will hear an accurate menu option so their calls are routed correctly.
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Setting up Auto Attendant on Extra Lines

  • On the left-hand panel, click on Phone Lines

  • Under the selected Extra line that AA will be set up on, click the Edit button > then select the drop-down bar under Forwarding Type

  • Select Use an Auto Attendant Menu

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  • The setup for the Auto Attendant on the Extra Line will be the same as the main line setup.

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Related Articles
Off Hours Greeting for Auto Attendant
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YouMail's Auto-Attendant
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