How to set up Teams Auto Attendant in CoreView

This guide explains how to set up a Teams Auto Attendant using CoreView to route calls and direct callers to the right person, department, or voicemail.

What is an Auto Attendant?

An Auto Attendant is a Microsoft Teams Phone System feature that answers incoming calls, plays greetings, and routes callers based on menu choices, business hours, or dial-by-name/extension.

Prerequisites

Before you start creating an Auto Attendant using CoreView, you should have:

• A Teams Phone Resource Account license (free)
• A Resource Account with the Teams Phone Resource Account license assigned
• A phone number (optional, if direct external calling is required)
• Holiday schedules (recommended if using holiday flows)

How to create an Auto Attendant

Step 1: access the management action

• Navigate to “Actions > Management Actions > Teams > Create Teams auto attendant”.
• This opens the Auto Attendant creation wizard.

Step 2: configure general properties

• In the “General” section, fill out the following details:
  • Name: choose a descriptive name (e.g. “Main office auto attendant”).
  • Operator destination: select where callers will be directed:
    • No operator
    • Person in the organization
    • Voice application
    • External phone number
    • Resource account
• Time zone: set accurately as it affects hours and holidays.
• Language: set the main language for greetings/menu prompts.
• Voice inputs: turn the toggle on to enable voice inputs.

Step 3: configure main call flow (business hours)

• In the “Greeting message” tab, you can:
  • Select “No greeting” to skip directly to routing.
  • Select “Play an audio file” to upload an audio file (MP3, WAV, or WMA, ≤ 5 MB).
  • Select “Type in a greeting message” to add text for text-to-speech (up to 1000 characters).

• In the “Call routing” tab, you can:
  • Disconnect the call
  • Redirect the call to one of the following destinations:
    • Person in organization
    • Resource account
    • External phone number (phone number required)
    • Voicemail
  • Play menu options:
    • Upload audio or type a text-to-speech prompt (up to 1000 characters
    • Map keys 0–9 to destinations.

Step 4: configure after-hours call flow

In the “Business hours” section, you can define separate call flows for outside business hours.

Step 5: configure holiday call flow

In the “Call flow during holidays” section, you can assign routing for specific dates:

1. Select pre-created holidays from the “Holidays” report
2. Apply a unique greeting/destination per holiday

Step 6: set dial scope

In the “Dial scope” section, you can define the users/groups that will appear for “dial by name” or “dial by extension”.

Note: these are only reachable if the users/groups have the Teams app installed.

Step 7: add resource accounts (required)

In the “Resource accounts” section, you must link one (or more) resource account(s) to this auto attendant.

Step 8: assign authorized users

In the “Authorized users” section, you can specify who can manage this auto attendant in CoreView.

Step 9: review and complete 

Review your settings and click “Submit” to create the auto attendant.