Core communications
Auto-Attendant & IVR
3CX auto-attendant and IVR for Australian businesses - multi-level call menus, after-hours routing, holiday handling, DTMF and voice-recognition options. Included in every edition.
What you can build
- Multi-level menus - “press 1 for sales → 1 for SMB, 2 for enterprise, 3 for partner”.
- After-hours rules - different menu, different routing, voicemail or AI Receptionist takeover.
- Holiday script - automatic on public holidays, with a custom message.
- Time-of-day routing - lunch-time coverage rules, end-of-day handover to a different queue.
- VIP routing - recognised callers skip the menu entirely.
- Dial-by-name directory - callers spell the name of who they want.
- Multi-language menus - “press 9 for English, 8 for Greek”.
Standard small-business auto-attendant pattern
“Thanks for calling Smith & Co. Press 1 for sales, 2 for support, 3 for accounts. Press 0 or stay on the line for reception.”
Behind that menu:
- 1 → Sales queue (3 agents)
- 2 → Support queue with skills-based routing
- 3 → Accounts manager’s extension; voicemail if unavailable
- 0 or timeout → Reception extension; AI Receptionist after-hours
Auto-attendant vs AI Receptionist
| Auto-Attendant | AI Receptionist | |
|---|---|---|
| Edition | All editions | AI Edition only |
| Interaction | ”Press 1 for sales…" | "What can I help you with today?” |
| Setup | Record menus, set rules | Write a brief, set rules |
| Best for | Clear menu structures | Open-ended enquiries, after-hours |
| Cost | Free with edition | Bundled in AI Edition + OpenAI usage |
Most customers run both - auto-attendant in business hours (fast, predictable), AI Receptionist after hours (captures everything that comes in).
Common questions
What's the difference between auto-attendant and AI Receptionist?
Auto-attendant uses pre-recorded greetings and DTMF menus ('press 1 for sales'). It's the standard option, included in every edition, and works fine for businesses with clear menu structures. The AI Receptionist (AI Edition) replaces the menu with natural conversation - callers say what they want in plain English instead of pressing numbers. For high-volume reception, AI Receptionist usually drives better CX and capture rate; for simple menu trees, auto-attendant is faster and free.
Can I have different greetings for different times of day?
Yes - time-of-day rules let you play different greetings and route differently based on hour, day-of-week or date. Standard pattern: open-hours menu in business hours, after-hours menu evenings/weekends, holiday script on public holidays.
Do I record my own greetings or use AI voices?
Either. Most customers record their own (we provide a recording app or you can use any audio tool and upload WAV/MP3). For multilingual menus or for testing different scripts, we can generate professional AI voices in your chosen accent.
Can the menu route based on caller ID?
Yes - VIP routing based on caller ID is standard. Identified VIP callers can skip the menu entirely and go straight to their account manager.
Want a well-designed auto-attendant?
We'll design your menu structure, time-of-day rules and after-hours handling - and record professional greetings if you'd like.
