Webex auto attendants#

Overview#

Webex auto attendants can be managed in VOSS Automate (relation/WebexAutoAttendants), where you can add, update, and remove auto attendants that exist in Webex Control Hub. The fields and options in Automate closely match those available in Webex, making configuration consistent across platforms.

In VOSS, Webex auto attendants:

  • Mirror Webex Control Hub configuration fields

  • Require either a phone number or extension

  • Specify direct line caller ID name

  • Support business hours and after-hours routing

  • Allow flexible greeting, action, and announcement configuration

  • Support always-on or rule-based call forwarding during updates

Adding a Webex Auto Attendant#

When creating a new auto attendant, mandatory fields are marked with an asterisk (*).

Details tab/panel

  • Phone Number and Extension: You must provide either a phone number or an extension. Both are not required at the same time. For example, if you specify a phone number, the extension is optional, and vice versa.

  • Business Hours Schedule: The Business Hours Menu tab/panel is linked to a Business Hours Schedule. At least one schedule entry is required.

Direct Line Caller ID Name

On this tab/panel you define the name to show for the auto attendant, either of the following:

  • DISPLAY NAME: Uses the auto attendant’s existing name value for caller ID. Makes the caller ID visible in the Name field when the auto attendant is updated.

  • CUSTOM NAME: Allows you to specify a custom direct line caller ID name to be displayed when the auto attendant calls out to users or external numbers.

Business Hours and After Hours tabs/panels

  • Greeting: You can select a greeting for both Business Hours and After Hours.

  • Greeting File: Once a greeting is selected, you can configure additional greeting-related options, including choose the announcement file and its file location ((Enterprise or Local).

  • Key Configurations:

    • Key: The key assigned to specific menu configuration.

    • Action: Configuration options depend on the selected Action (play announcement, transfer call with or without prompt, transfer call to operator, transfer to voicemail, dial by name). Changing the action may change the configuration fields displayed.

Updating a Webex Auto Attendant#

When editing an existing auto attendant, you can modify its basic settings and also configure Call Forwarding options.

The following forwarding options are available:

  • Always: All calls are forwarded to the specified destination.

  • Selective: Calls are forwarded based on defined rules. Each rule is created using selected and configured criteria.