Auto-attendant and IVR phone system
An auto-attendant is an automated voice menu that greets every caller and routes them to the right person or team without a receptionist. Use IT Telecoms sets up auto-attendant and IVR call handling on 8x8 and Evonex cloud voice, with custom greetings, multi-level menus, time-based routing and holiday schedules. The result is fewer missed calls, a professional first impression and callers reaching the right team first time.
Custom greeting messages
Record professional welcome and menu prompts in your own brand voice, so every caller hears a consistent, credible greeting from the first ring.
Multi-level menu options
Build layered menus (press 1 for sales, 2 for support) with nested sub-menus that guide callers to the exact department, queue or extension they need.
Time-based day and night routing
Route calls one way during office hours and another after hours, sending out-of-hours callers to voicemail, an on-call mobile or a message automatically.
Holiday and closure schedules
Set bank holidays and planned closures in advance so callers hear the right message and are handled correctly without anyone touching the system on the day.
Intelligent call distribution
Distribute inbound calls across a team by skill, availability or round robin, balancing workload and connecting callers to the first free agent.
Reduce missed calls
Overflow, queue and failover rules keep callers moving to an available person or voicemail instead of ringing out, so fewer opportunities are lost.
How an auto-attendant and IVR route callers to the right team
An auto-attendant answers every inbound call with a recorded greeting and presents a menu of options. When a caller makes a selection, an IVR (interactive voice response) system directs them to the correct department, queue, extension or voicemail based on the rules you set. Because it runs on cloud voice platforms such as 8x8 and Evonex, there is no on-site hardware to maintain and changes take effect instantly.
Use IT Telecoms designs the menu structure around how your business actually works, then builds the call flows, records the prompts and tests every path before go live. Administrators can adjust greetings, options and routing from a web portal in minutes, so your call handling keeps pace as teams and priorities change.
- Custom greetings and multi-level menu options
- Routing by department, skill, availability or round robin
- Voicemail to email so messages reach staff wherever they work
- Call analytics to see menu choices, wait times and abandoned calls
Day, night and holiday routing that runs itself
Callers do not stop calling at 5pm. Time-based routing lets you handle daytime, evening, weekend and holiday calls differently, all set up once and applied automatically. During office hours calls can ring your teams, while out-of-hours callers hear a message, divert to an on-call mobile or leave a voicemail that lands in the right inbox.
Holiday schedules are configured in advance for bank holidays and planned closures, so nobody needs to log in on the day. Combined with overflow and failover rules, this keeps your business reachable and professional around the clock and reduces the missed calls that cost you enquiries and revenue.
- Separate open, closed and holiday call flows
- Automatic diversion to mobiles or on-call staff after hours
- Overflow and queue routing during busy periods
- Failover to voicemail or another site if a line is unavailable
Frequently asked questions
What is an auto-attendant phone system?
An auto-attendant is an automated system that answers incoming calls with a recorded greeting and a menu, then routes each caller to the right department, extension or voicemail. It works like a virtual receptionist, so calls are handled consistently without a person answering every one. Use IT Telecoms sets this up on 8x8 and Evonex cloud voice.
What is the difference between an auto-attendant and IVR?
An auto-attendant plays a greeting and offers simple menu options that transfer callers to people or teams. IVR (interactive voice response) is the underlying technology that captures caller input and can drive more advanced routing, such as menus by skill, availability or account. In practice the two work together to route callers to the right place first time.
Can I set different call routing for out of hours and holidays?
Yes. Time-based routing lets you handle office hours, evenings and weekends differently, and holiday schedules can be set in advance for bank holidays and closures. Out-of-hours callers can be sent to voicemail, an on-call mobile or a recorded message automatically, with no need to change anything on the day.
How much does an auto-attendant and IVR cost?
Pricing depends on the number of users, menu complexity and the cloud voice plan you choose, so we quote each business individually. Auto-attendant and IVR features are included with 8x8 and Evonex packages rather than charged as expensive add-ons. Contact us on 01254 919133 for a tailored quote.
How long does it take to set up an auto-attendant?
Cloud auto-attendant and IVR can typically be configured and live within days rather than weeks. Use IT Telecoms designs your call flows, records the prompts and tests every menu path before go live, and number porting is handled to avoid downtime.
Can staff working from home receive calls from the auto-attendant?
Yes. Because the system runs on cloud voice, menu options can route to softphone apps on laptops and mobiles as easily as to desk phones. Remote and hybrid staff are reached the same way as office-based teams, and voicemail to email means messages arrive wherever they work.
Will an auto-attendant help reduce missed calls?
Yes. Menus direct callers to the right team first time, while queue, overflow and failover rules keep calls moving to an available person or voicemail instead of ringing out. Call analytics also show where callers drop off, so you can refine the menus and cut missed calls further.
Can I change the greetings and menu options myself?
Yes. Administrators can update greetings, menu options and routing rules from a web portal, and changes take effect immediately. Your Use IT Telecoms account manager can also make changes for you or advise on the best structure as your teams grow.
More cloud voice features
Route every caller to the right team, first time
Speak to a Lancashire-based specialist about setting up auto-attendant and IVR call handling on 8x8 or Evonex cloud voice. Call 01254 919133 or email info@useit-telecoms.co.uk.