Small business example — Set up an Auto Attendant

Microsoft Teams and Skype for Business Online are both part of Office 365 that provide chat, phone conversations, voicemail, meetings, files, and apps together in one place. They both require Phone System licenses to enable call control and PBX capabilities in the Office 365 cloud. The license is available as an add-on or as part of the Enterprise E5 licenses. Licensing details are at Skype for Business add-on licensing.

A Phone System license allows you to replace your existing PBX system with a set of features that include voicemail, Call Queues, and Auto Attendants, which let people who call your business navigate a menu system to get them to the right department, person, or the Operator. Auto Attendants can be used with either Teams or Skype for Business. You create an Auto Attendant system for your organization with the Microsoft Teams admin center.

If you are asked to set up an Auto Attendant, this article provides an illustration of a plan, design, and implementation process illustration for Auto Attendants in a hypothetical small business. This is not a one-size-fits-all solution, rather the thought process behind a functioning structure of several auto attendants.

Before you begin

This tutorial assumes you've already done these tasks:

Also, you'll be pleased to discover that most of the planning and design portion can be done using a white board or index cards: having a good plan isn't technically demanding.