UC Auto Attendants

Builds an Auto Attendant menu in the Xima UCaaS Admin Portal and routes a menu option into a CCaaS skill.

An Auto Attendant plays a greeting and menu of digit options to callers, sending each selection to its own destination — a user, a UC Call Queue, another attendant, or a CCaaS skill.

Accessing Auto Attendants

Select Auto Attendants from the top of the Xima UCaaS Admin Portal
Existing attendants are listed on this page

Creating an Auto Attendant

Selecting Add Attendant opens the Add an Auto Attendant form:

Field	Description
Name	A descriptive name for the attendant
Extension	An available extension for the attendant. Fixed once the attendant is created and cannot be changed afterward.
Time Frame	A pre-configured time frame — see UC Time Frames

Selecting Add creates the attendant, ready for its greeting and menu to be configured.

Configuring the Intro Greeting

Select the speaker icon to configure the Intro Greeting, then Add Greeting
Choose a Greeting Source — see below
For Text-To-Speech, complete the following fields, then select Save, then Done:

Field	Description
Message	The script to be read aloud
Language	The language the script is read in
Voice	The voice the script is read in
Time Frame	The time frame the greeting applies to

Greeting Source

Source	Description
Text-To-Speech	Reads an entered script aloud in a selected language and voice
Upload	Uploads a pre-recorded audio file
Record	Calls the attendant's extension to record a greeting live

Configuring the Menu Prompt

The Menu Prompt determines what plays to callers and where each digit sends them.

Select the Pencil icon next to the prompt
Configure a new greeting the same way as the Intro Greeting above (Greeting Source options: Text-To-Speech, Upload, or Record)
For each digit on the Dial Pad Menu, define its Destination — see below
A digit action can also be set to Add Tier, which opens its own sub-menu with its own greeting and digit actions — useful for a second-level menu such as support options

Destination

Destination	Description
UC Call Queue	Routes the call into a native NetSapiens call queue — see UC Call Queues
User	Routes the call to a specific user's extension, or into a CCaaS skill — see Routing a Menu Option into a CCaaS Skill below
Another Attendant Tier	Opens a second-level menu of its own digit actions

Select Done once destinations are configured, then Save to save the attendant

📘
Handling Unassigned Input
The Options menu (gear icon) next to the Menu Prompt controls what happens if no digit is pressed, an unassigned key is pressed, or the caller waits too long to respond.

An existing attendant can be edited from the Pencil icon or removed with the X button on the Auto Attendants list.

Routing a Menu Option into a CCaaS Skill

A digit action can send callers directly into a CCaaS skill, using the same Caller ID Prefix tagging method used for DID-based routing — see UC Inventory.

For the digit that should route into CCaaS, set its destination to User
Select the virtual handset extension registered to CCaaS — see SIP Extensions
In Caller ID Prefix, enter the destination skill's name followed by a trailing slash (for example, Support/)

🚧
The Trailing Slash Is Required
Without the trailing slash, CCaaS does not recognize the Caller ID Prefix as a skill routing tag and the CCaaS routing rule below will not match.

Save the attendant

Configuring the Matching Routing Rule in CCaaS

Navigate to Routing Configuration > Call Routing
Select the + icon to add a new rule
Complete the following fields:

Field	Description
Routing Rule Name	A descriptive name for the rule
SIP Header	Typically `From`
Matching	`Contains` is recommended
Value	The Caller ID Prefix entered above, without the trailing slash
Destination	The skill the call should route to

Select Done, then Make Live to activate the rule

🛑
Configure a Default Skill
A call that does not match any configured routing rule disconnects immediately. A default routing rule or skill group should be configured to catch calls that don't match a specific prefix.

Updated about 3 hours ago