Posted in MS Teams

Teams Auto Attendant

   September 15, 2024

Microsoft Teams Auto Attendant: Overview

Microsoft Teams Auto Attendant is a cloud-based service that allows organizations to manage and automate call handling and routing through a customizable, virtual phone receptionist. It is part of the Microsoft Phone System and enables incoming calls to be directed to the appropriate department, user, or voicemail based on predefined rules and menu options.

The auto attendant is particularly useful for businesses that need to efficiently manage large volumes of incoming calls, route calls to the correct department or person, and provide a professional experience for callers. It can handle common call routing functions, such as playing greetings, offering menu options, transferring calls, and routing based on caller input or time-based schedules.

Key Features and Concepts of Microsoft Teams Auto Attendant

1. Call Routing

  • Menu-Driven Routing: Auto attendants allow you to create multi-level menus that callers can navigate through by selecting options (e.g., “Press 1 for Sales, Press 2 for Support”). Based on their selection, calls are routed to the appropriate team or person.
  • Direct Call Routing: Calls can be routed directly to users, departments, voicemail, external phone numbers, or another auto attendant.
  • Time-Based Routing: You can configure call routing rules that change based on the time of day (e.g., business hours, after-hours) or the day of the week (e.g., weekends, holidays).

2. Greeting and Announcements

  • Customizable Greetings: Admins can set up customized greetings to welcome callers, provide information, or guide them through menu options. These can be pre-recorded audio files or text-to-speech.
  • Holiday or Special Greetings: Different greetings can be configured for holidays, special occasions, or outside business hours.
  • Multi-Language Support: Auto attendants can be configured to play greetings and menus in multiple languages, allowing callers to choose their preferred language.

3. Dial-by-Name or Dial-by-Extension

  • Directory Search: Auto attendants can be configured to allow callers to search for people within the organization by speaking the person’s name (dial-by-name) or entering their extension (dial-by-extension).
  • Speech Recognition: Callers can use voice commands to select options from the menu (e.g., saying “Sales” instead of pressing a number on the keypad).

4. Business Hours and Holiday Hours

  • Business Hours Configuration: Auto attendants can route calls based on your organization’s business hours. For example, during business hours, calls might be directed to a receptionist, while after hours, they might go to voicemail or another service.
  • After-Hours Configuration: Calls received outside of normal business hours can be routed to voicemail or given a special message (e.g., “Our office is closed, please call back during business hours”).
  • Holiday Hours: Special greetings and routing can be set for holidays, allowing the auto attendant to manage different call flows on non-working days.

5. Call Handling Options

  • Redirect to Voicemail: When a call is not answered or outside of business hours, the auto attendant can route the call to a voicemail box.
  • Transfer to Operator: If a caller needs assistance or if none of the menu options apply, the auto attendant can transfer the call to a human operator or another designated contact.
  • Call Forwarding to External Numbers: Calls can be forwarded to external numbers such as mobile phones or third-party service providers.

6. Customizable Menu Options

  • Nested Menus: Multiple levels of menus can be created to further refine call routing. For example, the main menu can direct callers to department submenus, which then route to specific individuals or services.
  • Flexible Key Assignments: You can customize which numbers or voice commands correspond to specific menu options (e.g., “Press 1 for Customer Service, Press 2 for Billing”).

7. Reporting and Analytics

  • Call Logs: Auto attendants generate call logs that provide insights into call activity, including how many calls were received, how long callers stayed in the system, and where calls were routed.
  • Call Queue Monitoring: If auto attendants are integrated with call queues, admins can monitor call queue statistics, such as wait times and dropped calls.

Step-by-Step: How to Create and Manage an Auto Attendant in Microsoft Teams

Creating and managing an auto attendant in Microsoft Teams is done through the Microsoft Teams Admin Center. Below is a step-by-step guide to setting up an auto attendant.

Step 1: Access the Teams Admin Center

  1. Log in to the Microsoft Teams Admin Center with your global admin or Teams admin credentials.
  2. In the left-hand menu, navigate to Voice > Auto attendants.

Step 2: Create a New Auto Attendant

  1. Click on + Add to create a new auto attendant.
  2. General Settings:
    • Name: Enter a name for your auto attendant (e.g., “Main Office Auto Attendant”).
    • Time Zone: Select the appropriate time zone for your auto attendant, as this will be used for business hours and holiday scheduling.
  3. Assign a Phone Number:
    • If you want callers to reach the auto attendant via a phone number, click Add a phone number and choose from the available numbers. You can either assign a number provided by Microsoft or use a number from your telephony provider (if using Direct Routing).

Step 3: Configure Call Handling and Greeting Settings

  1. Greetings:
    • Text-to-Speech: Use Microsoft’s text-to-speech feature to generate a greeting by typing in the text you want the system to say (e.g., “Thank you for calling XYZ Company. Please choose from the following options.”).
    • Upload an Audio File: You can also upload a pre-recorded audio file for the greeting (e.g., a professional recording).
  2. Call Flow:
    • Operator: Define what happens if the caller doesn’t make a selection or chooses to speak with an operator. You can route these calls to a specific user or group.
    • Action Based on Caller Input: Set the default action for the call (e.g., disconnect, forward to voicemail, transfer to a user).

Step 4: Set Up Business and After-Hours Call Routing

  1. Business Hours:
    • Define the regular business hours for the auto attendant (e.g., Monday to Friday, 9 AM – 5 PM).
    • Routing During Business Hours: Specify what happens to calls during business hours (e.g., route to a receptionist, transfer to a call queue).
  2. After-Hours Routing:
    • Set up after-hours call routing, such as forwarding calls to voicemail or playing a special message that tells the caller when to call back.
  3. Holiday Hours:
    • Configure specific holiday hours and greetings. For example, during holidays, calls can be directed to a different voicemail or play a special holiday greeting.

Step 5: Configure Menu Options and Routing

  1. Menu Options:
    • Set up your menu options based on the caller’s input (e.g., “Press 1 for Sales, Press 2 for Support”). You can create nested menus if needed.
    • For each option, configure what happens when the caller selects it. Options include:
      • Transfer to a specific user or department.
      • Redirect to another auto attendant.
      • Send the call to a call queue.
      • Forward the call to an external number or voicemail.
  2. Dial-by-Name/Extension:
    • Enable dial-by-name or dial-by-extension so callers can be transferred to specific users within your organization.

Step 6: Assign Language and Speech Recognition Settings

  1. Choose the primary language for the auto attendant.
  2. If your organization serves a multilingual audience, configure multiple languages and allow callers to select their preferred language at the start.
  3. Enable speech recognition if you want callers to interact using voice commands (e.g., saying “Sales” instead of pressing a button).

Step 7: Review and Save

  1. After configuring all the settings, review your auto attendant configuration to ensure everything is set up correctly.
  2. Click Save to finalize the creation of your auto attendant.

Step 8: Test and Monitor the Auto Attendant

  1. Test the Auto Attendant: Call the assigned phone number and go through the menu options to ensure calls are routed as expected.
  2. Monitor Usage: Use call logs and analytics to monitor the performance of the auto attendant. You can adjust menu options, greetings, or call flows based on call volume and user feedback.

Working and Usage Examples of Auto Attendant

1. Corporate Main Office

  • A large company uses an auto attendant to manage incoming calls to its main office. When customers call the company’s main number, the auto attendant greets them with, “Thank you for calling XYZ Corporation. Please press 1 for Sales, press 2 for Customer Support, or press 0 to speak to an operator.”
  • During business hours, calls are routed to the appropriate department based on the caller’s selection. After-hours calls are routed to a general voicemail box or a different auto attendant that handles after-hours inquiries.

2. Healthcare Provider

  • A healthcare provider uses an auto attendant to route patient calls to various departments such as appointments, billing, or pharmacy. During non-business hours, calls are redirected to an emergency line or a nurse on call. Custom greetings are used for holidays, informing patients of adjusted office hours and special services.

3. IT Helpdesk

  • A company’s IT department sets up an auto attendant for their helpdesk. Callers can press 1 for hardware issues, 2 for software support, or 3 for network-related inquiries. Calls are routed to different support agents based on the selection. The IT department can track how many calls come in for each category to better allocate resources.

Managing Auto Attendants

After setting up an auto attendant, administrators can manage and update them as needed through the Microsoft Teams Admin Center. Here are key management tasks:

  1. Modify Menu Options: Adjust or add new menu options as the organization grows or needs change.
  2. Update Greetings: Change the greeting based on seasonal needs or special announcements.
  3. Monitor Call Volume: Use call logs to understand how many calls are routed through the auto attendant and adjust staffing based on call patterns.
  4. Manage Business Hours: Update business and after-hours settings when there are changes in office schedules.

Microsoft Teams Auto Attendant is a powerful tool for managing and automating incoming calls, providing a seamless and professional experience for callers. With customizable greetings, menu options, and call routing based on time or input, organizations can ensure that calls are handled efficiently. The step-by-step setup process in the Teams Admin Center allows administrators to configure and fine-tune auto attendants to meet the needs of the business, from small offices to large enterprises.

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Author: tonyhughes