Set up an auto attendant - small business tutorial
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Skype for Business, Microsoft Teams
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Auto attendants let people call your organization and navigate a menu system to speak to the right department, call queue, person, or an operator. You can create auto attendants for your organization with the Microsoft Teams admin center.
Video demonstration
This video shows a basic example of how to create an auto attendant in Microsoft Teams.
Before you begin
Get the service numbers (service numbers are a special type of phone number that are used by auto attendants) that you need for the auto attendants that you want to be accessible by direct dialing from outside your organization. This might include transferring numbers from another provider or requesting new service numbers.
Each auto attendant needs to be assigned a Microsoft Teams Phone Standard - Virtual User license. When you purchased Teams Phone Standard or Teams Phone with Calling Plan bundle licenses, you also received a number of Microsoft Teams Phone Standard - Virtual User licenses, so you probably don't need to request more. However, if you need more in the future, you can get them by following the instructions in Teams Phone Standard - Virtual User license.
If you want to have your auto attendant route calls differently on holidays, then create the holidays that you want to use before you create the auto attendant.
If you're following the steps to set up the Teams Phone System with Calling Plan bundle for the first time and you're on Step 6: Set up an auto attendant for your company's main phone number, you've already finished the steps on this tab. Move to the next tab: Auto attendant general info.
Each auto attendant that you create requires a resource account. This is similar to a user account, except the account is associated with an auto attendant or call queue instead of a person. In this step, we'll create the account, assign it a Microsoft Teams Phone Standard - Virtual User license, and then assign a service number.
Create a resource account
You can create a resource account in the Teams admin center.
In the Teams admin center, expand Org-wide settings, and then click Resource accounts.
Click Add.
In the Add resource account pane, fill out Display name, Username, and choose Auto attendant for the Resource account type
Click Save.
The new account will appear in the list of accounts.
Assign a license
You must assign a Microsoft Teams Phone Standard - Virtual User license to the resource account.
In the Microsoft 365 admin center, click the resource account to which you want to assign a license.
On the Licenses and Apps tab, under Licenses, select Microsoft Teams Phone Standard - Virtual User.
Click Save changes.
Assign a service number
If you need this auto attendant to be reachable by a phone number, then assign that number to the resource account.
In the Teams admin center, on the Resource accounts page, select the resource account to which you want to assign a service number, and then click Assign/unassign.
In the Phone number type dropdown, choose the type of number that you want to use.
In the Assigned phone number box, search for the number you want to use and click Add.
In the Teams admin center, expand Voice, click Auto attendants, and then click Add.
Type a name for the auto attendant in the box at the top.
If you want to designate an operator, specify the destination for calls to the operator. This is optional (but recommended). You can set the Operator option to allow callers to break out of the menus and speak to a designated person.
Specify the time zone for this auto attendant. The time zone is used for calculating business hours if you create a separate call flow for after hours.
Specify a supported language for this auto attendant. This is the language that will be used for system-generated voice prompts.
Choose if you want to enable voice inputs. When enabled, the name of every menu option becomes a speech-recognition keyword. For example, callers can say "One" to select the menu option mapped to key 1, or they can say "Sales" to select the menu option named "Sales."
Choose if you want to play a greeting when the auto attendant answers a call.
If you select Play an audio file you can use the Upload file button to upload a recorded greeting message saved as audio in .WAV, .MP3, or .WMA format. The recording can be no larger than 5 MB.
If you select Type a greeting message the system will read the text you the text that you type (up to 1000 characters) when the auto attendant answers a call.
Choose how you want to route the call.
If you select Disconnect, the auto attendant will hang up the call.
If you select Redirect call, you can choose one of the call routing destinations.
If you select Play menu options, you can choose to Play an audio file or Type in a greeting message and then choose between menu options and directory search.
If you want callers to use dial keys to navigate, then under Set menu options, choose what you want to happen when callers press a dial key. (If you're creating this auto attendant as a company directory, leave the dial key options blank.)
You can set any of the dial keys to the following destinations:
Person in the organization - a person in your organization who is able to receive voice calls.
Voice app - another auto attendant or a call queue.
External phone number - any phone number. Use this format: +[country code][area code][phone number]
Voicemail - the voice mailbox associated with a Microsoft 365 group that you specify. You can choose if you want voicemail transcriptions and the "Please leave a message after the tone." system prompt.
Operator - the operator defined for the auto attendant. Defining an operator is optional. The operator can be defined as any of the other destinations in this list.
We recommend setting 0 key to the operator.
For each menu option, specify the following:
Dial key - the key on the telephone keypad to access this option.
Voice command - defines the voice command that a caller can give to access this option, if voice inputs are enabled. It can contain multiple words like "Customer Service" or "Operations and Grounds."
Redirect to - where you want the call to go when callers choose this option. If you are redirecting to an auto attendant or call queue, choose the resource account associated with it.
If you want to use this auto attendant as a company directory, then under Directory search, select Dial by name. When you enable this option, callers can say the user's name or type it on the telephone keypad. Any online user with a Phone System license is an eligible user and can be found with Dial by name.
(You can choose Dial by extension, however the extension must be configured in Azure Active Directory.)
Once you have selected a Directory search option, click Next.
Business hours can be set for each auto attendant. If business hours aren't set, all days and all hours in the day are considered business hours because a 24/7 schedule is set by default. Business hours can be set with breaks in time during the day, and all of the hours that are not set as business hours are considered after-hours. You can set different incoming call-handling options and greetings for after-hours.
Depending on how you have configured your auto attendants and call queues, you may only need to specify after-hours call routing for auto attendants with direct phone numbers.
If you want separate call routing for after-hours callers, then specify your business hours for each day. Click Add new time to specify multiple sets of hours for a given day, for example, to specify a lunch break.
Once you have specified your business hours, then choose your call routing options for after hours. The same options are available as for the business hours call routing that you specified in Step 3 - Call flow.
You can have calls to your auto attendant routed differently on holidays than on other days. (If you don't want to have a different call flow for holidays, you can skip this step.)
Your auto attendant can have a call flow for each holiday you've set up. You can add up to 20 scheduled holidays to each auto attendant.
On the Holiday call settings page, click Add.
Type a name for this holiday setting.
From the Holiday dropdown, choose the holiday that you want to use.
Choose the type of greeting that you want to use.
Choose if you want to Disconnect or Redirect the call.
If you chose to redirect, choose the call routing destination for the call.
Click Save.
Repeat the procedure as needed for each additional holiday.
The dial scope defines which users are available in the directory when a caller uses dial-by-name or dial-by-extension. The default of All online users includes all users in your organization that are Online users with a Teams Phone license.
You can include or exclude specific users by selecting Custom user group under Include or Exclude and choosing one or more Microsoft 365 groups, distribution lists, or security groups. For example, you might want to exclude executives in your organization from the dialing directory. (If a user is in both lists, they will be excluded from the directory.)
Note
It might take up to 36 hours for a new user to have their name listed in the directory.
When you're done setting the dial scope, click Next.
All auto attendants must have an associated resource account. First level auto attendants will need at least one resource account that has an associated service number. If you wish, you can assign several resource accounts to an auto attendant, each with a separate service number.
To add a resource account
Click Add and search for the account that you want to add. Click Add, and then click Add.
When you have finished adding service accounts, click Submit.