"Thank you for calling Telexico. Press 1 for sales, press 2 for technical support, press 3 for accounts, or press 0 to speak to the receptionist."
That's an auto-attendant. It used to require expensive PBX hardware and a specialist engineer. On Cloud X, it's included in the base price and can be configured in about 45 minutes.
What's the Difference Between Auto-Attendant and IVR?
These terms are often used interchangeably, but there's a technical distinction:
- Auto-attendant — greets callers and routes them based on the number they press. "Press 1 for sales." Simple menu structure.
- IVR (Interactive Voice Response) — more sophisticated. Can collect spoken or keyed input, integrate with databases (check an account balance, look up an appointment, verify a postcode), and route based on that information.
For most small businesses, an auto-attendant is all you need. IVR becomes relevant when you want callers to input their account number, confirm an appointment, or interact with your back-end systems.
Why Does a Small Business Need This?
It's a fair question — if you're a 5-person business, why not just have the phone ring on everyone's desk?
Three reasons:
- Professionalism — an auto-attendant communicates scale and organisation. Callers perceive businesses with proper phone handling as larger and more established. This matters especially for new client calls.
- Efficiency — the right call reaches the right person without a receptionist (or a reluctant junior) taking messages and transferring manually.
- Out-of-hours handling — an auto-attendant can present a professional message and take voicemails when you're closed, rather than ringing out unanswered.
How to Set Up an Auto-Attendant on Cloud X
Plan your menu
Write out exactly what options you want and where each should route. Keep it to 4–5 options maximum — longer menus frustrate callers.
Record your greeting
You can record a greeting directly in the Cloud X portal using a phone, upload a pre-recorded audio file, or use our professional voice recording service (optional add-on). The greeting is typically: 'Thank you for calling [Business Name]. For Sales, press 1. For Support, press 2...'
Create extensions and groups
In the Cloud X portal, ensure each destination (Sales, Support, Accounts) has either an individual extension or a hunt group (a group of phones that all ring together).
Configure the menu
In Cloud X Admin > Auto-Attendant, assign each key press to its destination extension or group. Set the timeout action (what happens if caller doesn't press anything — route to operator, repeat menu, or voicemail).
Set business hours
Configure separate routing for in-hours and out-of-hours. During business hours, press 1 rings the sales team. Outside hours, press 1 plays a voicemail greeting and takes a message.
Test thoroughly
Call your main number from a mobile and test every option. Check voicemail capture works. Check the out-of-hours routing activates at the correct time.
Best Practices for Small Business Auto-Attendants
- Keep it short — three or four options maximum. Callers hang up during long menus.
- Say "0 for the operator" last — frustrated callers will press 0; make sure it goes somewhere useful
- State your business name first — callers who dialled the wrong number need to know immediately
- Use professional voice recording — a well-recorded greeting makes a significant first impression difference. Telexico offers a professional voice recording service for £49
- Test from a mobile, not an internal phone — some issues only appear on calls coming in from outside your network
What Does It Cost?
Auto-attendant is included in all Cloud X plans — Starter, Business and Enterprise. There's no additional monthly charge. Optional extras:
- Professional voice recording service: £49 per greeting
- Multi-level IVR (for account lookup, appointment confirmation): custom quote
- AI Receptionist (handles calls naturally without keypress menus): from £99/month add-on
Set Up Cloud X With Auto-Attendant Today
Auto-attendant is included in all Cloud X plans from £9.99/user/month. We configure it for you as part of setup.
Get Cloud X Quote →Telexico Communications
Based in Wolverhampton, Telexico provides full fibre broadband, VoIP phone systems, CCTV, AI services and cyber security to businesses across Birmingham and the West Midlands. Learn more →