Actions

Last Updated : Aug 30, 2026 |
Prolog information
Metadata
Keywords:
This tab defines the actions available to callers dependent on which DTMF key they press or, on subscription mode systems, based on automatic speech recognition of keywords. To change an action, click on the appropriate button.
The Fallback Action action applied is the user does not make a recognized choice is configured separately through the No Match Prompt prompt settings.
These settings can be edited online. Changes to these settings do not require a reboot of the system.

Settings: Keys/Events

The following actions can be assigned to the selected keys.
Action
Description
0 to 9, *, #
These keys correspond to the standard telephone dial pad key. Clicking on a key allows configuration of its settings.
Fax
If configured, the Fax option is used when the system detects fax tone.
Fallback Action
Default = Drop Call
This option is used when the number of times the auto-attendant has waited for a valid response from the caller has exceeded the Menu Loop Count. It is preceded by the No Match Prompt and then the configured action is performed.
All actions are supported except Park & Page, Replay Menu Greeting, Speak By Name and Speak By Number
You can choose whether to mention this option in the Menu Announcement. For example, if set to transfer to your receptionist, add ... or wait to for our operator.
Menu Announcement
The menu announcement should contain the instructions for callers about the actions they can perform. For example; Press 1 for reception. Press 2 for sales, ...”
It is used as follows:
  • When a call first reaches the auto-attendant, it is played to the caller after whichever greeting is currently active.
  • If the Menu Loop Count is not zero, it is played again at the start of each repeat loop.
  • The caller can respond by pressing a key whilst the announcement is being played. On subscription mode systems, if Speech AI is enabled they can also respond by speaking whilst the announcement is played.
  • After the announcement is played, the auto-attendant waits for a response for the time set by the Maximum Inactivity setting.

Settings: Key Actions

Action
Description
Not configured
Perform no action.
Dial By Conference
Allow the caller to dial the conference ID they require.
See Dial By Conference.
Dial By Name
Prompt the caller to dial the name of the user they require.
See Dial By Name.
Dial By Number
Allow the caller to dial the extension number they require.
See Dial By Number.
Leave Message
Redirect the caller a specified mailbox to leave a message.
See Leave Message.
Supervised Transfer
Transfer the caller to the specified extension number.
See Supervised Transfer.
Park & Page
Park the call and make an announcement to the a specified group.
See Park & Page.
Replay Menu Greeting
Replay the auto-attendant’s menu announcement.
See Replay Menu.
Unsupervised Transfer
Transfers the caller to the specified extension number.
See Unsupervised Transfer.
Transfer To Auto Attendant
Transfers the caller to another auto–attendant.
See Transfer to Auto Attendant.
Speak By Name
Allow the caller to select from listed names using speech.
See Speak By Name.
Speak By Number
Allow the caller to speak the extension number required.
See Speak By Number.
Destination
The destination depends on the action:
  • Leave Message, Supervised Transfer and Unsupervised Transfer – Use the drop-down to select the target extension.
  • Transfer To Auto Attendant – Use the drop-down to select another existing auto-attendant.
Speech Recognition Keywords
This option is only available on subscription mode systems and when Speech AI is set to a specific language. It allows the action to be triggered by speech recognition of keywords.
  • The keywords must be unique. The same word cannot be used for another key.
  • Up to 3 keywords are supported per key, separated by commas. Note that using more keywords in total reduces the chances of a match.
  • Avoid using proper names. These are less likely to be matched as they may not match existing words in the speech recognition dictionaries used by Google.
  • Encourage matches by ensuring that the keywords are part of the announcements played to callers. For example, Say whether you want Sales or Support rather than Say what department you want.
Consent Directive
When a caller selects a particular action, the actions Consent Directive value is included in the system logs. These options allow you record whether the caller has indicated their consent to some action, for example call recording.
See Auto-Attendant Consent Example.
  • Consent Not Applicable – Indicates that the caller has not been prompted to select whether they consent to call recording.
  • Consent Given – Indicates that the caller has been prompted for their consent and has consented.
  • Consent Denied – Indicates that the caller has been prompted for their consent and has not consented.
Related links
Voicemail Pro Auto-Attendant Settings