Edit an Auto-Attendant

In an auto-attendant, Group routes can be edited while the auto-attendant is live and processing calls. However, to avoid disconnecting calls or otherwise breaking the auto-attendant, all other routes are view-only.

If you need to make changes to the Schedule, Menu, Message, User, Forward to, Directory, Hang Up, or Reference routes, you have a few options:

Option 1: Duplicate, Edit, Switch

1. In the Admin Portal, go to the Auto-Attendant page. Locate the one you want to modify and click Duplicate.
2. Click Edit to open the builder and make any necessary changes.
3. Go back to the Auto-Attendant page, find the one you just modified, and click Activate.
4. When you're ready for the new version to go live, go to the Phone Numbers page and locate the phone number assigned to the original auto-attendant. Click the destination on the right and change it to the new auto-attendant. Click [Save].
   • If the Phone Number Destinations permission is enabled, Account Manager and Admin end users can also modify the destination of a phone number that is already on the account, so they won't need to call you to do it.
5. Extensions cannot be duplicated. If the auto-attendant had an extension, remove the extension from the original and assign it to the new one. 
   • Click the extension field on the original auto-attendant. In the pop-up, delete the extension, then click [Save]. 
   • Click the extension field on the duplicated auto-attendant. In the pop-up, enter the extension, then click [Save]. 
6. Go to the Auto-Attendant page, locate the original, and click Deactivate.
7. Delete or rename the old version, so users don't confuse them.

Option 2: Deactivate, Edit, Reactivate

To avoid breaking an active call flow, make these changes after-hours when you're sure calls aren't coming in for as long as it will take to make changes.

1. In the Admin Portal, go to the Phone Numbers page and locate the phone number assigned to the auto-attendant you want to modify.
2. Click the phone number destination on the right and change it to "None" or another viable option (like a temporary auto-attendant).
3. Go to the Auto-Attendant page and locate the one you want to modify. Click Deactivate.
4. Click Edit to open the builder and make any necessary changes.
5. When you're done, go back to the Auto-Attendant page, locate the auto-attendant you just modified, and click  Activate.
6. Click the "Assign Phone Number" link to go to the Phone Numbers page.
7. Locate the phone number you want to assign, then click the destination on the right and change it back to the auto-attendant.
8. Calls to that phone number will now be directed through the auto-attendant.