Webex Calling · Cisco · 2024
Auto Attendant
A redesign of the automated call-routing configuration in Webex Control Hub. It turned a setup admins got wrong often enough to dominate support tickets into something they can see before they save.
Screenshot: Auto Attendant, Control Hub
context/
Configuring auto-attendant menus was a top admin pain point. Legacy IVR required telephony expertise, and small changes (a holiday schedule, a re-recorded greeting) could take hours and introduce errors. More than half of related support tickets traced back to scheduling.
what i drove/
- A visual menu builder: DTMF keys mapped to actions on a card-based canvas, so admins see the call flow and catch broken routes before saving.
- Drag-and-drop scheduling: a weekly calendar with templated, reusable holiday overrides.
- Inline greeting management: upload, text-to-speech, and preview in one panel.
outcome/
The visual builder shipped in Control Hub, and the approach carried into configuration work I led afterwards, including the Advanced IVR pieces of Customer Assist.