DTMF 接口DTMF interface

在统一消息 (UM) 中,呼叫方可以使用双音多频 (DTMF)(也称为按键)和语音输入与系统进行交互。呼叫方可以使用的方法取决于 UM 拨号计划和自动助理的配置方式。In Unified Messaging (UM), callers can use dual tone multi-frequency (DTMF), also referred to as touchtone, and voice inputs to interact with the system. The methods that callers can use depend on how the UM dial plans and auto attendants are configured.

通过 DTMF 界面,呼叫方可以在拨打拨号计划中配置的 Outlook Voice Access 号码或拨打自动助理中配置的电话号码时,使用电话软键盘定位用户并导航 UM 语音邮件菜单系统。本主题讨论了 DTMF 界面,以及呼叫方如何使用 DTMF 界面定位用户并导航 UM 语音邮件菜单系统。The DTMF interface enables callers to use the telephone keypad to locate users and navigate the UM voice mail menu system when they call an Outlook Voice Access number configured on a dial plan or when they call a telephone number configured on an auto attendant. This topic discusses the DTMF interface and how it's used by callers to locate users and to navigate the UM voice mail menu system.

DTMF 概述DTMF overview

DTMF 要求呼叫方在电话软键盘上按下与统一消息菜单选项对应的按键,或者利用按键上的字母拼写并输入用户名或电子邮件别名。呼叫方可能会使用 DTMF 的原因在于其未启用自动语音识别 (ASR) 或者试图使用语音命令但失败。在上述任意一种情况下,呼叫方都会使用 DTMF 输入来导航菜单和搜索用户。DTMF requires a caller to press a key on the telephone keypad that corresponds to a Unified Messaging menu option or to input a user's name or email alias by using the letters on the keys to spell the name or alias. Callers might use DTMF because Automatic Speech Recognition (ASR) hasn't been enabled or because they tried to use voice commands and failed. In either case, DTMF inputs are used to navigate menus and search for users.

默认情况下,在 UM 中,DTMF 输入用于拨号计划,并且是 UM 自动助理的默认呼叫方界面。By default, in UM, DTMF inputs are used on dial plans and are the default caller interface for UM auto attendants.

呼叫方可以将 DTMF 输入用于:Callers can use DTMF inputs for:

  • 拨号计划拨入访问(使用 Outlook Voice Access)。Dial plan dial-in access by using Outlook Voice Access.

  • 拨号计划目录查找和搜索以定位用户。Dial plan directory lookups and searches to locate users.

  • 未启用语音的自动助理。Auto attendants that aren't speech-enabled.

  • 已启用语音且配置或未配置 DTMF 回退自动助理的自动助理。Auto attendants that are speech-enabled that do or don't have a DTMF fallback auto attendant configured.

  • DTMF 回退自动助理(未启用语音)。DTMF fallback auto attendants (not speech-enabled).

UM 拨号计划和按名字拨叫UM dial plans and dial by name

当您创建 UM 拨号计划,您可以配置呼叫者将用于查找的名称,如果用户搜索的用户或要联系的用户的主要和辅助输入的法。这些设置位于的拨号计划设置页上,并搜索姓名的主要方式搜索名称的第二种称为。有关搜索名称的主要和辅助方法有下列选项:When you create a UM dial plan, you can configure the primary and secondary input method that callers will use to look up names when they search for a user or want to contact a user. These settings are located on the dial plan's Settings page and are called Primary way of searching for names and Secondary way of searching for names. The following options are available for both the primary and secondary ways of searching for names:

  • 姓 名Last First

  • 名 姓First Last

  • SMTP 地址SMTP address

此外,都是搜索姓名的辅助方法的可用选项。Additionally, None is an available option for the secondary way of searching for names.

默认情况下,最后一个第一个选定搜索名称和SMTP 地址的主要方式选择作为搜索名称因此,当呼叫者拨入 UM 拨号计划,配置 Outlook Voice Access 号码的辅助方法播放欢迎消息的拨号计划和运算符显示类似,"欢迎使用 Contoso Outlook Voice Access。若要访问您的邮箱,请输入您的扩展。若要联系某人,请按井号键。"呼叫者按 # 键后,系统将其与"拼写您正在呼叫的人员的姓名、 姓首先,或要拼写其电子邮件别名,请按井号键两次。"在此方案中,具体取决于您的拨号计划的配置方式,系统将然后提示呼叫者输入用户的姓氏然后 (最后一个第一个) 的用户的名字或拼写排除的域名的电子邮件别名。例如,如果用户的电子邮件别名为 tsmith@contoso.com,呼叫者将输入 tsmith。By default, Last First is selected as the primary way of searching for names and SMTP address is selected as the secondary way of searching for names Therefore, when a caller dials in to an Outlook Voice Access number configured on the UM dial plan, the dial plan's welcome message is played and the operator says something like, "Welcome to Contoso Outlook Voice Access. To access your mailbox, enter your extension. To contact someone, press the pound key." After the caller presses the # key, the system responds with "Spell the name of the person you are calling, last name first, or to spell their email alias, press the pound key twice." In this scenario, depending on how your dial plan is configured, the system then prompts the caller to enter the user's last name and then the user's first name (Last First) or to spell the email alias, excluding the domain name. For example, if the user's email alias is tsmith@contoso.com, the caller would enter tsmith.

如果您想要更改此配置,因为默认设置不满足您的需求,您可以更改其启用呼叫者在首次输入用户的电子邮件别名或跟姓氏的用户的名字。在这种情况下,将使用的SMTP 地址设置配置的主要搜索姓名的方式和与第一个最后一个设置配置的搜索姓名的辅助方法。由名称方法拨号的设置将同样适用于任何与拨号计划相关联的 UM 自动助理。为呼叫者能够使用电话小键盘上 DTMF 输入或注册表项输入的用户的名称的 DTMF 映射和用户的值必须存在于组织的目录。If you want to change this configuration because the default setting doesn't meet your needs, you can change it to enable callers to enter the user's email alias first or the user's first name followed by the last name. In this case, you would configure the Primary way of searching for names with the SMTP address setting and configure the Secondary way of searching for names with the First Last setting. The settings for the dial by name methods will also apply to any UM auto attendants that are associated with the dial plan. For callers to be able to enter the name of the user by using DTMF inputs or the keys on the telephone keypad, a DTMF map and values for the user must exist within your organization's directory.

有关如何在 UM 拨号计划中更改按名字拨叫主要和辅助方法的详细信息,请参阅配置 Outlook Voice Access 用户搜索的主要方式配置 Outlook Voice Access 用户搜索的辅助方式For more information about how to change the dial by name primary and secondary methods on a UM dial plan, see Configure the primary way for Outlook Voice Access users to search and Configure the secondary way for Outlook Voice Access users to search.

DTMF 映射DTMF maps

在 Exchange 组织中,名为msExchUMDtmfMap属性相关联的目录中创建的每个用户使用。统一的消息使用此属性映射到一组数的用户的名字、 姓氏和电子邮件别名。此映射称为的 DTMF 映射。DTMF 映射使呼叫者到用户的名称或电子邮件别名的字母对应的电话小键盘上输入数字。此属性包含所需创建跟姓氏的用户的名字、 用户的姓氏跟的第一个名称,以及用户的电子邮件别名的 DTMF 映射的值。In an Exchange organization, an attribute named msExchUMDtmfMap is associated with each user created in the directory. Unified Messaging uses this attribute to map the user's first name, last name, and email alias to a set of numbers. This mapping is referred to as a DTMF map. A DTMF map enables a caller to enter the digits on the telephone keypad that correspond to the letters of the user's name or email alias. This attribute contains the values needed to create a DTMF map for the user's first name followed by the last name, for the user's last name followed by the first name, and for the user's email alias.

下表显示了将 Active Directory 中存储的电子邮件别名为 tsmith@contoso.com 为 Tony Smith 启用 UM 的用户的msExchUMDtmfMap属性的 DTMF 映射值。The following table shows the DTMF map values that would be stored in Active Directory on the msExchUMDtmfMap attribute for a UM-enabled user named Tony Smith with an alias of tsmith@contoso.com.

已启用 UM 的用户(用户名为 Tony Smith)的已存储 DTMF 值DTMF values stored for a UM-enabled user named Tony Smith

目录条目Directory entry 用户名User's name
firstNameLastName:866976484firstNameLastName:866976484
tonysmithtonysmith
lastNameFirstName:764848669lastNameFirstName:764848669
smithtonysmithtony
emailAddress:876484emailAddress:876484
tsmithtsmith

用户名和电子邮件别名可能包含其他非字母数字字符,例如逗号、连字符、下划线或句号。用户的 DTMF 映射中不能使用这些字符。例如,如果 Tony Smith 的电子邮件别名是 tony-smith@contoso.com,那么 DTMF 映射值为 866976484,其中不包括连字符。但是,如果用户的电子邮件别名包含一个或多个数字(例如 tonysmith123@contoso.com),则所创建的 DTMF 映射中会使用这些数字。tonysmith123 的 DTMF 映射是 866976484123。Names and email aliases may contain other characters that aren't alphanumeric, such as commas, hyphens, underscores, or periods. Characters such as these won't be used in a DTMF map for a user. For example, if the email alias for Tony Smith is tony-smith@contoso.com, the DTMF map value would be 866976484, and the hyphen wouldn't be included. However, if a user's email alias contains a number or numbers, for example, tonysmith123@contoso.com, the numbers would be used in the DTMF map that's created. The DTMF map for tonysmith123 would be 866976484123.

只有当用户的 DTMF 映射存在时,呼叫方才能输入用户名或电子邮件别名。但是,并非所有用户都有与用户帐户相关联的 DTMF 映射。A DTMF map must exist for a user for callers to be able to enter the user's name or email alias. However, not all users will have a DTMF map associated with their user account.

未启用统一消息的用户的 DTMF 映射DTMF maps for users who aren't enabled for Unified Messaging

默认情况下,用户,包括启用邮箱的用户未启用统一消息。您尚未已启用 UM 的用户的 DTMF 映射所需的值填充的msExchUMDtmfMap属性。默认情况下,以下的 DTMF 映射会创建的所有用户邮箱将为其创建:Users, including mailbox-enabled users, aren't enabled for Unified Messaging by default. The msExchUMDtmfMap attribute is populated with the values needed for DTMF maps for users who haven't been enabled for UM. By default, the following DTMF maps are created for all users when a mailbox is created for them:

  1. 电子邮件地址emailAddress

  2. firstNameLastNamefirstNameLastName

  3. lastNameFirstNamelastNameFirstName

如果用户没有 DTMF 映射值定义其帐户,呼叫者将无法联系该用户,当用户按从 UM 自动助理菜单的电话键或执行目录搜索。此外,启用 UM 的用户将无法发送消息或将呼叫转接到未安装的 DTMF 映射,除非他们可以使用自动语音识别 (ASR) 的用户。若要启用呼叫者将呼叫转接或联系用户不使用电话小键盘的启用 UM 的用户,您需要创建必要的值为这些用户的 DTMF 映射。可以使用 -CreateDtmfMap_参数使用Set-user cmdlet 创建和更新单个用户的 DTMF 映射或更新 DTMF 映射的用户,如果创建的 DTMF 映射后已更改的用户的名称。或者,您可以使用此 cmdlet 更新多个用户的 DTMF 映射值来创建 Exchange 命令行管理程序脚本。If a user doesn't have DTMF map values defined for their account, callers won't be able to contact the user when they press a telephone key from a UM auto attendant menu or perform a directory search. Also, UM-enabled users won't be able to send messages or transfer calls to users who don't have a DTMF map unless they can use Automatic Speech Recognition (ASR). To enable callers to transfer calls or contact users who aren't UM-enabled by using the telephone keypad, you need to create the necessary values for the DTMF map for those users. You can use the Set-User cmdlet with the -CreateDtmfMap_ parameter to create and update a single user's DTMF map or update a DTMF map for a user if the name of the user was changed after a DTMF map was created. Optionally, you can create an Exchange Management Shell script by using this cmdlet to update the DTMF map values for multiple users.

有关Set-user cmdlet 的详细信息,请参阅Set-userFor more information about the Set-User cmdlet, see Set-User.

已启用统一消息的用户的 DTMF 映射DTMF maps for users who are enabled for Unified Messaging

默认情况下,为用户启用统一消息时,就会为他们创建 DTMF 映射。这样,可以将来自以下对象的呼叫转移给已启用 UM 的用户:外部呼叫方、未启用 UM 的用户以及其他使用电话软键盘拼写用户名或电子邮件别名的已启用 UM 的用户。By default, a DTMF map is created for a user when they're enabled for Unified Messaging. This makes it possible for calls to be transferred to the UM-enabled user from external callers, from users who aren't enabled for UM, and from other UM-enabled users who use the telephone keypad to spell the user's name or email alias.

在您为已启用 UM 的用户创建 DTMF 映射值后,呼叫方便可使用目录搜索功能。当呼叫方使用电话软键盘进行如下操作时,就会用到目录搜索功能:After the DTMF map values have been created for a UM-enabled user, callers can use the directory search feature. Callers use directory search when they use the telephone keypad in the following situations:

  • 拨入 Outlook Voice Access 号码时,需要确定或搜索用户。To identify or search for a user when they call in to an Outlook Voice Access number.

  • 拨入 UM 自动助理时,需要将呼叫定位或转移给已启用 UM 的用户。To locate or transfer calls to a UM-enabled user when they call in to a UM auto attendant.

有关如何为用户启用统一消息的详细信息,请参阅为用户启用语音邮件For more information about how to enable a user for Unified Messaging, see Enable a user for voice mail.

有时用户的名字、 最后一个名称或电子邮件别名更改之后为用户启用统一消息。用户的 DTMF 映射值不会自动更新。如果呼叫者输入用户的新名称或电子邮件别名,并且用户的 DTMF 映射尚未进行了更新,以反映对的名称或电子邮件别名的更改,呼叫者不能在目录中找到该用户,向用户发送一条消息或将呼叫转接到用户。如果您需要更新之后为用户启用 UM 的用户的 DTMF 映射,您可以使用Set-user cmdlet 与 -CreateDtmfMap_参数。您还可以创建脚本使用此 cmdlet,如果您想要更新 DTMF 映射的多个启用了 UM 的用户 Exchange 命令行管理程序。Sometimes a user's first name, last name, or email alias changes after the user is enabled for UM. The user's DTMF map values aren't updated automatically. If a caller enters the user's new name or email alias and the user's DTMF map hasn't been updated to reflect the change to the name or email alias, the caller won't be able to locate the user in the directory, send a message to the user, or transfer calls to the user. If you have to update a user's DTMF map after the user has been enabled for UM, you can use the Set-User cmdlet with the -CreateDtmfMap_ parameter. You can also create an Exchange Management Shell script using this cmdlet if you want to update the DTMF maps for multiple UM-enabled users.

小心

我们建议您不要使用 ADSI 编辑器等工具手动更改用户的 DTMF 值,因为这可能会导致配置不一致或其他错误。建议您仅使用 Set-UMServiceSet-User cmdlet 创建或更新用户的 DTMF 映射。We recommend that you don't manually change the DTMF values for users by using a tool such as ADSI Edit because it might result in inconsistent configurations or other errors. We recommend that you use only the Set-UMService cmdlet or the Set-User cmdlet to create or update DTMF maps for users.

详细信息For more information

ADSI 编辑器概述Adsiedit Overview