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Collaboration, Voice & AV · Foundational

Auto Attendant (AA)

An automated menu that answers calls and lets callers reach departments or people by pressing keys or speaking names.

Definition

Auto attendants replace receptionists for routine routing. In Cisco systems they are built with Unity Connection call handlers, UCCX scripts, CUCM-based CUBE scripts or Webex Calling auto attendants; Microsoft Teams Phone provides auto attendants with resource accounts. They typically include business hours, holiday schedules and dial-by-name directories.

Example

After hours, the Webex Calling auto attendant plays a closed greeting and offers transfer to voicemail.

Exam tip

Auto attendants route callers; call queues hold them for agents. Do not confuse the two.

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