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Set up an Auto Attendant in 8x8 Admin Console

Updated: 03/06/2026

Objective

Create and configure an Auto Attendant in the 8x8 Admin Console to automatically answer and route incoming calls.

Applies To

  • 8x8 Admin Console
     
  • Auto Attendant

Overview

An Auto Attendant acts as a virtual receptionist. It answers incoming calls and guides callers using menu options such as “Press 1 for Sales.”
Auto Attendants can:
  • Route calls automatically
     
  • Replace or supplement a live receptionist
     
  • Route calls differently based on:
     
    • Business hours
       
    • After-hours
       
    • Weekends
       
    • Holidays
       
    • Special business exceptions (for example, company offsites)
       
 

Plan Your Auto Attendant

Before setting up your Auto Attendant, plan the following:

1. Identify Which Calls the Auto Attendant Will Handle

  • Will all inbound calls go to the Auto Attendant?
     
  • Or only calls that a live receptionist cannot answer?
     
  • Should call routing change based on time of day?
     

2. Define Menu Options

  • What options will callers hear?
     
  • Will you need sub-menus for more complex routing?
     

3. Decide Call Routing

  • Where should calls go when a key is pressed?
     
    • Individual users
       
    • Ring Groups
       
    • Call Queues
       
    • Voicemail
       
    • External phone numbers
       
  • What should happen if a call is not answered?
     

4. Prepare the Greeting Script

  • Write the spoken menu prompt.
     
  • Decide whether multiple languages are required.
     
 

Pre-Configuration Requirements

Before creating the Auto Attendant:
  1. Log in to the 8x8 Admin Console.
     
  2. Set up any required:
     
    • User profiles
       
    • Ring Groups
       
    • Call Queues
       
    • Extension forwarding rules
       
 

Create the Auto Attendant

Step 1: Start the Auto Attendant Setup

  1. In Admin Console, click Auto Attendants.
     
  2. Click + Create Auto Attendant.
     
 

Step 2: Enter Auto Attendant Details

Complete the required fields:
  • Name
     
  • Site
     
  • Extension number
     
  • Time zone
     
  • Language
     
 

Step 3: Configure the Schedule

  1. Under Business Hours, select Create new schedule.
     
  2. Click the pencil icon next to a day of the week to edit it.
     
  3. Select whether the business is Open or Closed.
     
  4. If open:
     
    • Set the From and To hours of operation.
       
    • Hours follow the Auto Attendant’s selected time zone.
       
  5. Click Save.
     
  6. Repeat these steps for each day of the week.
     
  7. Click Save when finished.
     
This schedule allows different call behavior during and outside business hours.
 

Step 4: Select an Auto Attendant Greeting

Choose one of the following greeting options:
  • Text-to-Speech: Type a prompt that is read by an automated voice
     
  • Default Greeting
     
  • Upload a Pre-recorded Greeting
     
  • Record a Greeting by Phone
     
 

Step 5: Configure Auto Attendant Menu Rules

  1. Create menu rules that define what happens when callers press specific keys.
     
  2. Assign actions such as:
     
    • Ringing a user
       
    • Sending calls to a Ring Group or Call Queue
       
    • Forwarding calls to voicemail or an external number
       
Note:
You must select a Site before you can create Auto Attendant menu rules.
 

Frequently Asked Questions (FAQ)

Can I play a temporary message telling callers we are busy and will call them back?

No. Auto Attendants do not support temporary pause messages.
Workaround: Forward calls to voicemail and record a custom voicemail message.
 

Can I transfer a call from the Auto Attendant?

Auto Attendants do not support call transfer.
Alternative: Use call forwarding to route calls.
 

Can an Auto Attendant ring multiple users at the same time?

Yes. Create a Ring Group and route Auto Attendant calls to it.
Ring Groups allow you to define:
  • Group members
     
  • Ring order or pattern
     
 

Does an Auto Attendant require a license?

No. Auto Attendants do not use licenses.
Licenses are assigned only to the extensions or users that receive the calls.
 

Can the Auto Attendant answer after the first ring?

Yes. Adjust the Ring Timer on the destination extensions to control when calls are answered.
 

Can the Auto Attendant send text or reservation messages?

No. Auto Attendants only route voice calls and do not send SMS messages.
Refer to the SMS FAQ for messaging features.
 

Can I give someone read-only access to the Auto Attendant?

No. Read-only access is not available in Admin Console.
You can restrict access by adjusting user permissions.
 

Is there a limit to how many phone numbers can be assigned to an Auto Attendant?

No. There is no limit to the number of direct phone numbers that can be assigned to an Auto Attendant or IVR.
 

How can I test my Auto Attendant?

Call the configured phone number to verify that calls route as expected.
This is the recommended best practice.
 

Can I get a transcript of the current Auto Attendant greeting?

No. 8x8 does not provide greeting transcripts.
Alternative: Use a third-party transcription or AI tool to transcribe the audio.

How to assign ring groups and auto attendants to a department?

Associating Ring Groups and Auto Attendants with departments is not a feature 8x8 Supports. However, you can have internal documentation for your company that defines which site, extension, etc., is associated with each department. 

Can I set up incoming call authentication to verify the caller's identity on the system?

No, this is not a supported feature in 8x8 for either the Auto Attendant.