Contoso 个案研究:自动助理和呼叫队列Contoso case study: Auto attendants and call queues

Contoso 通过其本地 Skype for Business 部署熟悉自动助理和呼叫队列。Contoso was familiar with auto attendants and call queues from their on-premises Skype for Business deployment. 若要了解如何设置云自动助理,他们审阅了什么是云自动助理?小型企业版示例-设置自动助理教程To understand how to set up Cloud auto attendants, they reviewed What are Cloud auto attendants? and Small business example - Set up auto attendant tutorial. 若要了解可用于设置呼叫队列的选项,Contoso 已审阅 "创建云呼叫队列"。To learn about the options available to set up call queues, Contoso reviewed Create a Cloud call queue.

根据网站类型的要求Requirements depending on site type

根据网站类型,Contoso 有以下需要:Depending on the site type, Contoso had the following needs:

  • 网站类型 A:传统旧电话系统Site Type A: Traditional legacy telephony systems

    网站类型将与接待员相关联的电话号码保留为其自动助理的编号。Site Type A needed to keep the same phone number associated with the receptionist as the number for their auto attendants. 其中每个站点的关键部门都有自己的通话队列,它们将路由到团队成员。The key departments for each of these sites would have their own call queues that would route to team members. 有一种网站混合使用手机系统和通话计划的直接路由和电话系统。There was a mixture of sites that used Phone System with Direct Routing and Phone System with Calling Plans.

  • 网站类型 B: Skype for Business 企业语音Site Type B: Skype for Business Enterprise Voice

    网站类型 B 拥有迁移到团队所需的自动助理和呼叫队列。Site Type B had existing auto attendants and call queues that needed to migrate to Teams. Contoso 需要保留与自动助理相关联的电话号码。Contoso needed to keep the phone numbers associated with the auto attendants. Contoso 通过通话计划将大部分这些站点移动到电话系统。Contoso moved the majority of these sites to Phone System with Calling Plans. 但是,在通话计划不可用的几个位置中,Contoso 将这些网站移动到直接路由配置。However, in the few locations where Calling Plans was not available, Contoso moved these sites to a Direct Routing configuration.

  • 网站类型 C: Skype for Business 企业语音 & 传统旧式电话系统Site Type C: Skype for Business Enterprise Voice & traditional legacy telephony system

    网站类型 C 具有驻留在传统旧式电话系统中的现有自动助理。Site Type C had existing auto attendants that resided in the traditional legacy telephony system. 此网站的决策和配置与网站类型 A 相同。The decisions and configurations for this site were the same as Site Type A.

  • 对于所有网站类型,Contoso 询问以下问题:For all site types, Contoso asked the following questions:

    • 问:我们将使用新号码还是现有号码?Q: Will we use new or existing numbers? A: Contoso 决定使用现有电话号码分配给自动助理的服务帐户。A: Contoso decided to use existing phone numbers to be assigned to the service account for the auto attendant.

    • 问:自动助理是否可以用来接受拨入电话?Q: When will the auto attendant be available to accept incoming calls? A: Contoso 决定设置营业时间,并在营业时间已重定向到 "时间超过" 自动助理后收到呼叫。A: Contoso decided to set business hours and have calls received after business hours redirected to an "after-hours" auto attendant.

    • 问:如何将呼叫路由到呼叫队列中的成员:助理、串行或循环路由?Q: How will the calls be routed to members in a call queue: attendant, serial, or round robin routing? A: Contoso 决定使用助理路由,A: Contoso decided to use Attendant routing,

    • 问:如何确定用户何时应该或不应该进行呼叫?Q: How will we determine when a user should or should not get a call? A: Contoso 决定使用呼叫处理选项确定代理是否可用:基于状态的路由。A: Contoso decided to use call handling options to determine if the agent is available: presence-based routing.

配置Configuration

设置自动助理和呼叫队列的步骤包括 "管理资源帐户" 中列出的以下内容:The steps to set up an auto attendant and a call queue include the following outlined in Manage resource accounts:

  1. 获取服务号码。Obtain a service number.

  2. 获取免费电话系统-虚拟用户许可证或付费电话系统许可证,以便与资源帐户或电话系统许可证配合使用。Obtain a free Phone System - Virtual User license or a paid Phone System license to use with the resource account or a Phone System license.

  3. 创建资源帐户。Create the resource account. 需要使用自动助理或呼叫队列才能拥有关联的资源帐户。An auto attendant or call queue is required to have an associated resource account.

  4. 为资源帐户分配电话系统或电话系统-虚拟用户许可证。Assign the Phone System or a Phone System - Virtual user license to the resource account. 有关详细信息,请参阅Microsoft 365 Phone 系统-虚拟用户许可证For more information, see Microsoft 365 Phone System – Virtual User license.

  5. 将服务电话号码分配给您为其分配了许可证的资源帐户。Assign a service phone number to the resource account you assigned licenses to.

  6. 创建电话系统呼叫队列或自动助理Create a Phone System call queue or auto attendant

  7. 将资源帐户与呼叫队列或自动助理链接。Link the resource account with a call queue or auto attendant.

带有直接路由的手机系统的站点Sites with Phone System with Direct routing

Contoso 必须将本地运营商提供的电话号码设置为 Office 365 中的服务号码。Contoso had to set up the phone number provided by the local carrier as the service number in Office 365.

  • 若要通过直接路由设置可用的电话号码,Contoso 按照 "管理资源帐户" 中的说明进行操作。To set up a phone number available through Direct Routing, Contoso followed the instructions located in Manage Resource Accounts. 由于 Office 365 不知道本地电话号码,Contoso 使用 PowerShell 完成设置。Because Office 365 is not aware of the on-premises phone numbers, Contoso used PowerShell to complete the setup.

  • 若要配置云自动助理,Contoso 按照设置云自动助理中概述的步骤进行操作。To configure the Cloud auto attendant, Contoso followed the steps outlined in Set up a Cloud auto attendant.

  • 若要设置云呼叫队列,Contoso 按照创建云呼叫队列中概述的步骤进行操作。To set up a Cloud call queue, Contoso followed the steps outlined in Create a Cloud call queue.

带有呼叫计划的带有电话系统的站点Sites with Phone System with Calling plan

Contoso 必须将用于 Skype for Business 企业语音自动助理的电话号码移植到 Office 365 电话系统。Contoso had to port the phone number that was used for Skype for Business Enterprise Voice auto attendants to Office 365 Phone System. 这允许将同一号码分配为作为自动助理使用的服务号码。This allowed the same number to be assigned as a service number for use as an auto attendant.