Wrong Greeting or Menu Playing — Auto Attendant Debugging

"Callers are hearing the wrong thing" decomposes into three separate faults: the wrong menu is playing (a schedule or mode problem), the right menu has a stale prompt (a recording problem), or a key routes to the wrong destination (a key-map problem). Identify which before touching anything.

Wrong menu playing (night greeting at 2 p.m.)

1. Check the mode first if you use managed routes — someone left it in Night or Temp. This is the most common cause and a two-second fix.
2. Check the time conditions on the number's route: current time inside the intended window? Timezone right? Holiday condition matching today unexpectedly?
3. Check audit history on the route — schedule edits land Friday, symptoms land Monday.

Right menu, stale content

The greeting mentions old hours or departed staff: replace the recording's contents in the library rather than uploading a new file and re-pointing — and grep your other menus for the same stale fact; it's rarely in just one.

Key routes to the wrong place

Call in and press every key, noting where each lands versus the menu's promise. Common causes: an extension renumbered since the menu was built, a call group emptied by turnover, a deleted voicemail box. The menu's key map shows each digit's destination — verify against reality, not memory.

The full-path test

For stubborn cases, trace as a caller: dialed number → destination → route → conditions top-down → terminal → menu → key. The fault is at exactly one hop, and this walk finds it in under ten minutes.

Related articles

• Time conditions
• Managed routes
• Audit history