The Auto Attendant is an automated system that allows callers to navigate through a set of options by pressing keys on a touchtone phone. You can set options to redirect callers to another Auto Attendant, Hunt Group, or to a particular user. Callers can dial an extension at any time, if they already know the extension they want to reach.

You can have several multi-level Auto Attendants. When the service is enabled, one Auto Attendant will be created automatically and is free of charge. The Auto Attendant phone number will be listed on the Phone Numbers tab; it can be unassigned from the Auto Attendant and later assigned to a user, Hunt Group or another Auto Attendant.

The basic steps for setting up Auto Attendant are:

  1. Enable the Auto Attendant and assign phone number.
  2. Assign additional phone numbers for your Auto Attendant.
  3. Set up Auto Attendant activity periods.
  4. Set Auto Attendant options that will correspond to the keys callers press.
  5. Record and upload a greeting, which tells callers what the menu options are.
  6. Verify Auto Attendant setup.

Note that if your Auto Attendant menu will have options to redirect callers to a particular user or Hunt Group, you will need to assign the user extension or create the Hunt Group before setting the Auto Attendant option. Read the Knowledge Base articles on Setting up extensions and How to set up Hunt Groups for instructions.

To enable the Auto Attendant:

  1. Navigate to HostPilotĀ® Control Panel > Services > Hosted PBX > Auto Attendant tab > click Create Auto Attendant button.

  2. The "Main Auto Attendant" will be created automatically and is free of charge (you can change the name later). To assign a phone number to your Auto Attendant click the Assign phone number link.

  3. In the Phone Number and E911 Info window, choose one of the existing phone numbers OR click Choose new number for the Auto Attendant. If you would like to get a new number, click Choose new number > choose the area code > phone number will be generated automatically in this area code and assigned to Auto Attendant.
    Enter the E911 information. Make sure the address is complete and correct, then click Accept & Save Changes.

To assign additional phone numbers to Auto Attendant:

  1. Navigate to HostPilot >  Services > Hosted PBX > Auto Attendant tab and click the Auto Attendant Name.
  2. Click Add Phone Number:

  3. In the Phone Number and E911 Info window, choose one of the existing phone numbers OR click Choose new number for the Auto Attendant. If you would like to get a new number, click Choose new number > choose the area code > phone number will be generated automatically in this area code and assigned to Auto Attendant.
    Enter the E911 information. Make sure the address is complete and correct, then click Accept & Save Changes.

  4. The numbers will appear one under another. Use Edit phone & 911 location to change a number and the red cross to Unassign.

To set up Auto Attendant activity periods:

Activity periods functionality allows you to specify Auto Attendant options for Business Hours and for After Hours. The periods can have different greetings and different users/Hunt Groups/Auto Attendants assigned to phone keys. To set up the schedule navigate to HostPilot > Services > Hosted PBX > Auto Attendant tab > click the Auto Attendant Name > click Business Hours link. By default it is set to Monday - Friday, 9am - 6pm.



In the next window you can change schedule as needed.

To set or change Auto Attendant options:

  1. Navigate to HostPilot > Services > Hosted PBX > Auto Attendant tab > click the Auto Attendant Name > choose Business Hours or After Hours.
  2. Click on a phone key and choose an option for it. Repeat this for each key you want to use as an option in the Auto Attendant.



    There are several actions that can be set up for a button:

    • Forward to Hunt Group: when selected, a box is displayed to the right that lists all existing Hunt Groups. Select which Hunt Group to redirect the call to when a caller pushes the corresponding key. Note: this option is not available if you do not have any Hunt Groups created.
    • Forward to User: when selected, a box is displayed to the right that lists all users who have an extension assigned. Select which user to redirect the call to when a caller pushes the corresponding key. Note: this option is not available if you do not have any users with extensions.
    • Forward to Company Voice Mail: when selected, the assigned button will redirect the call to voice mail and the recorded messages will be sent to the email address set up for Auto Attendant voice mail.
    • Forward to Auto Attendant: when selected, a box is displayed to the right that lists all Auto Attendants that are created. Select which Auto Attendant to redirect the call to when a caller pushes the corresponding key.
    • Forward to Sub Menu: when selected, user will hear the Sub Menu greeting (if set) and will be able to navigate through a set of options by pressing keys on a touchtone phone. Note: only 2 levels of Sub Menus is supported.
    • Repeat Greeting: when selected, the Menu greeting or the one you will upload will be repeated.
    • Back to parent: when selected, user will be redirected to the parent menu. Note: this option is not available for top-level Auto Attendant menus.
    • Play Announcement: if you select this option, users will hear the uploaded announcement
      1. Click Edit:
      2. Here you can Browse and then Upload the announcement:
    • Dial by name Directory: This option allows callers to select who they want to speak with without having to know their Extension number. When the Dial By Name feature is enabled, your caller will be asked to press the first few letters of the first or last name of the person they are trying to reach.

      1. Make sure you are on the Business Hours tab and click on the key pad number you would like your caller to press to get the Dial By Name functionality.
      2. Choose Dial By Name Directory from the drop down menu and click Save changes.



        Note: After the Dial By Name Directory is enabled, make sure your greeting gives the caller instructions for which number to press to get to the Dial By Name option.
        • When the callers press the assigned Dial by Name option, they will hear the following recording:
          "Please dial the first few letters of the first or last name of the person you are trying to reach; press pound when you are done; press star to return to the main menu".
        • When one or more names are found, the following notification plays:
          "For [name 1], press 1; For [name 2], press 2; etc".
        • When no names are found, the following notification plays:
          "We could not find any matching names. Please try again". Then the main Dial by Name greeting repeats:
          "Please dial the first few letters of the first or last name of the person you are trying to reach; press pound when you are done; press star to return to the main menu".
  3. You may want to call the Auto Attendant phone number and make sure the options work as you want. You can also listen to the default greeting before you replace it with your own greeting.
  4. As you set options for the Auto Attendant, you will see structure appear on the left.

Direct Extension Dialing is always available in the Auto Attendant. Callers can enter a 3-digit extension at any time, if they already know the extension they want to reach. The call will be transferred to the extension.

To record and upload a greeting:

  1. Record and save your greeting using any sound recording program. (Read the Knowledge Base article on How do I create a *.WAV or *.OGG file for my greeting? for more information.) The file must be in WAV or OGG format and cannot be larger than 16 MB.
  2. On the Services > Hosted PBX > Auto Attendant tab > click the Auto Attendant Name > click the Edit link.

  3. In the Greeting box, enter the location of the file, or click Browse to find the file on your computer.


  4. Read the agreement under the box, and click Upload. When choosing files to upload, be aware that you are responsible for following copyright regulations and the Intermedia Acceptable Use Policy.
  5. You may want to call the Auto Attendant phone number and listen to the greeting to make sure it works the way you want it to.

Tips: There is a default greeting for the Auto Attendant, which is erased when you upload your own file. Make sure your greeting explains each option that you have set up, and which key caller needs to press for it. You may also want the greeting to explain that callers can dial an extension at any time.

Verify Auto Attendant setup:

  1. Make sure the structure is correct:

  2. Verify the correct time zone is set; it will affect the Business/After Hours.
  3. Make sure the extension and phone numbers are assigned as intended.
  4. Make sure the Company email for Voice Mail is the one you want Voice Mail messages to be delivered to.
  5. Make sure your greeting explains each option that you have set up and which key caller needs to press for it.