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How do I use an auto attendant in a dial plan?

Add an auto attendant to your dial plan to provide callers with more customized call routing options.

Note: There is a new version of this visual dial plan editor in GoTo Admin with many new and improved features! Even if your account uses PBX Administration (classic) you can still use the new and improved dial plan editor by signing in with your admin credentials at https://admin.goto.com and selecting Phone system > Dial plans.
Employees often leave companies for a variety of reasons. But when they leave behind a device and extension that a new employee will need to use; there are a series of actions you can perform to make it easier.

Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.

Use an auto attendant in a dial plan
  1. Sign in to GoTo Admin.
  2. Select Phone system > Call routes > Dial plans.
  3. Choose the dial plan you want to edit.

    Result: The dial plan editor will launch in a separate window.

  4. Drag and drop the Auto attendant node in the library to the desired spot on the workspace.
  5. Drag and drop Target Icon of the previous node to the left side of the Auto attendant node, connecting the nodes to prevent dropped calls.
  6. Complete the following settings:
    Setting Description
    Choose Choose the sound clip that will play.

    You also have an option to select Create new sound clip to record or upload a sound clip. For detailed steps on how to complete the Add media fields, refer to How do I add a sound clip or music file?

    Timeout Enter the time (in seconds) that the caller has to select an option before going to the “On timeout go to” call flow (time begins after the sound clip ends).
    Allow extension dialing If checked, the caller can dial (at any time) and be routed to any system extension. A dialed auto attendant option will take precedence over a dialed extension.
    On timeout The caller is routed to this call flow if no option is dialed during the timeout period.
    On invalid The caller is routed to this call flow if an invalid option is dialed.
    Dialable Options Enter the dialable codes from which the caller can choose. Dialable codes can be numbers, #, *, or any combination.
    + Add option Adds dialable option rows. There is no limit to the number of options that be added.
  7. Continue to build the call flow.
  8. Select Save.

PBX Administration (classic)

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

Use an auto attendant in a dial plan
Note: There is a new version of this visual dial plan editor in GoTo Admin with many new and improved features! Even if your account uses PBX Administration (classic) you can still use the new and improved dial plan editor by signing in with your admin credentials at https://admin.goto.com and selecting Phone system > Dial plans.
Before you begin: You must be assigned the Admin or Super admin role to perform this task.
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  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Dial Plans in the left navigation menu and then choose the dial plan you want to edit.

    Result: The dial plan editor will launch in a separate window.

  3. Drag and drop the Auto attendant node in the library to the desired spot on the workspace.
  4. Drag and drop Target Icon of the previous node to the left side of the Auto attendant node, connecting the nodes to prevent dropped calls.
  5. Complete the following settings:
    Setting Description
    Choose Choose the sound clip that will play.

    You also have an option to select Create new sound clip to record or upload a sound clip. For detailed steps on how to complete the Add media fields, refer to How do I record a sound clip? .

    Timeout Enter the time (in seconds) that the caller has to select an option before going to the “On timeout go to” call flow (time begins after the sound clip ends).
    Allow extension dialing If checked, the caller can dial (at any time) and be routed to any system extension. A dialed auto attendant option will take precedence over a dialed extension.
    On timeout The caller is routed to this call flow if no option is dialed during the timeout period.
    On invalid The caller is routed to this call flow if an invalid option is dialed.
    Dialable Options Enter the dialable codes from which the caller can choose. Dialable codes can be numbers, #, *, or any combination.
    + Add option Adds dialable option rows. There is no limit to the number of options that be added.
  6. Continue to build the call flow.
  7. Select Save.
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