Some people view an automated attendant as just a very simple Interactive Voice Response (IVR) system, but in strict terms, and automated attendant allows callers to transfer their own call to an extension of their choice without involving a live operator or receptionist. It is intended to replace a dedicated receptionist.
Auto attendants typically allow a caller to select an option that will transfer them to a live operator, but this is intended for exception handling, when the menu choices presented don’t fit the caller’s need or the caller is otherwise unable to connect themselves to the right party. With an auto attendant, the headcount formerly allocated to a dedicated receptionist can re-assigned to another function that includes exception handling of auto attendant calls.
