Making a CrazyPBX Auto-attendant

This guide aims to cover the process of making a CrazyPBX Auto-attendant in depth.

What is an Auto-attendant?

An Auto-attendant is a caller-facing interactive menu that directs inbound calls to the appropriate location for their inquiry. Auto-attendants (AKA IVRs) present a list of options and corresponding digits to the caller, from which a selection can be made using the phone's keyboard.

Auto-attendants utilize DTMF (which is outside the scope of this document).

Creating an Auto-attendant

Step 1: Sign In to the Crazytel Customer Portal

1. Go to the Crazytel Customer Portal.

2. Log in with your credentials.

3. Click on CrazyPBX to access the PBX portal.

Step 2: Create an IVR Auto Attendant

1. Click the Inbound Features section on the left navigation panel
2. Click Setup New Auto Attendant on the top right of the screen
3. On the pop-up window enter a unique ID and Nickname for the Auto-attendant
4. Select the Greeting Sound you'd like to use for the Auto-attendant
5. Select the Default destination you'd like to use for the Auto-attendant. This is where calls will route if no selection is made
6. Enter a digit (0-9) or special character (* or #) for options, then select the appropriate destination from the dropdown
7. Click 'Create Auto-attendant'

Step 3: Bring the Auto-attendant into routing

Auto-attendants can be selected as destinations from any CrazyPBX inbound feature or as destinations for DIDs.

Some common uses include:

• First point of contact for call routing (DID > Auto-attendant)
• Hierarchical Auto-attendant (stacked menus)

Setting the Auto-attendant as the first point of contact for call routing

1. Click Number Manager from the left-hand navigation menu, then Routing Manager
2. Click the pencil icon under 'Actions' for the number you'd like to use the Auto-attendant with
3. In the Primary Route drop-down, select CrazyPBX
4. In the Primary Destination drop-down, select the name of the Auto-attendant
5. Save changes, and wait 60 seconds for changes to update across Crazytel's servers

Setting the Auto-attendant as a stacked Auto-attendant

When stacking Auto-attendants, you will need to create them in reverse order.

For example, when creating a 2 Layer auto attendant like the below:
Main (Auto Attendant)
├── Press 1: Sales (Auto-attendant)
│   ├── Press 1: Cars
│   ├── Press 2: Car Parts
│   ├── Press 3: Enquiries
├── Press 2: Service
├── Press 3: Complaints
└── Press 4: All Other Matters

The SALES Auto-attendant will need to be created before the MAIN Auto-attendant.