Contoso 案例研究:自動語音應答及呼叫佇列Contoso case study: Auto attendants and call queues

Contoso 已熟悉自動語音應答及從其內部部署商務用 Skype 部署呼叫佇列。Contoso was familiar with auto attendants and call queues from their on-premises Skype for Business deployment. 若要瞭解如何設定雲端自動語音應答,他們會複習什麼是雲端自動語音應答?以及小型企業範例-設定自動助理教學課程。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. 若要瞭解設定通話佇列的可用選項,Contoso 已審閱 [建立雲端通話佇列]。To learn about the options available to set up call queues, Contoso reviewed Create a Cloud call queue.

根據網站類型而定的需求Requirements depending on site type

視網站類型而定,Contoso 有下列需求:Depending on the site type, Contoso had the following needs:

  • 網站類型 A:傳統舊版電話系統Site Type A: Traditional legacy telephony systems

    [網站類型] 您需要將與接待員相關聯的電話號碼保留為其自動語音應答的號碼。Site Type A needed to keep the same phone number associated with the receptionist as the number for their auto attendants. 每個網站的主要部門都要有自己的通話佇列,以傳送給小組成員。The key departments for each of these sites would have their own call queues that would route to team members. 有一個混合的網站,可將手機系統與直接路由與電話系統搭配通話方案使用。There was a mixture of sites that used Phone System with Direct Routing and Phone System with Calling Plans.

  • 網站類型 B:商務用 Skype 企業語音Site Type B: Skype for Business Enterprise Voice

    網站類型 B 有現有的自動語音應答及呼叫佇列,需要將它遷移至小組。Site Type B had existing auto attendants and call queues that needed to migrate to Teams. Contoso 需要保留與自動語音助理相關聯的電話號碼。Contoso needed to keep the phone numbers associated with the auto attendants. Contoso 已使用通話方案將大部分這些網站移至電話系統。Contoso moved the majority of these sites to Phone System with Calling Plans. 不過,在幾個無法使用通話方案的位置,Contoso 會將這些網站移至直接路由設定。However, in the few locations where Calling Plans was not available, Contoso moved these sites to a Direct Routing configuration.

  • 網站類型 C:商務用 Skype Enterprise Voice & 傳統舊版電話系統Site Type C: Skype for Business Enterprise Voice & traditional legacy telephony system

    網站類型 C 已有駐留在傳統舊版電話系統中的自動語音應答。Site Type C had existing auto attendants that resided in the traditional legacy telephony system. 此網站的決定與設定與 [網站類型 A] 相同。The decisions and configurations for this site were the same as Site Type A.

  • 針對所有網站類型,Contoso 提出下列問題:For all site types, Contoso asked the following questions:

    • 問:我們會使用新的或現有的號碼嗎?Q: Will we use new or existing numbers? A: Contoso 決定將現有的電話號碼指派給自動語音應答的服務帳戶。A: Contoso decided to use existing phone numbers to be assigned to the service account for the auto attendant.

    • 問:自動語音應答會在何時可接受來電?Q: When will the auto attendant be available to accept incoming calls? A: Contoso 決定要設定上班時間,並在上班時間已重新導向至「下班後」自動語音應答之後收到來電。A: Contoso decided to set business hours and have calls received after business hours redirected to an "after-hours" auto attendant.

    • 問:如何將呼叫路由到通話佇列中的成員: [助理]、[串列] 或 [迴圈複用] 路由?Q: How will the calls be routed to members in a call queue: attendant, serial, or round robin routing? A: Contoso 決定使用助理路由,A: Contoso decided to use Attendant routing,

    • 問:我們如何判斷使用者應該何時或不應該撥打電話?Q: How will we determine when a user should or should not get a call? A: Contoso 決定使用 [呼叫處理] 選項來判斷是否有可用的代理程式:目前狀態路由。A: Contoso decided to use call handling options to determine if the agent is available: presence-based routing.

ConfigurationConfiguration

設定自動語音應答及呼叫佇列的步驟,包括以下在管理資源帳戶中所述的下列各項:The steps to set up an auto attendant and a call queue include the following outlined in Manage resource accounts:

  1. 取得服務號碼。Obtain a service number.

  2. 取得免費的電話系統-虛擬使用者授權或付費電話系統授權,以與資源帳戶或電話系統授權搭配使用。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. 建立資源帳戶。Create the resource account. 需要自動語音應答或通話佇列,才能擁有關聯的資源帳戶。An auto attendant or call queue is required to have an associated resource account.

  4. 將電話系統或電話系統-虛擬使用者授權指派給資源帳戶。Assign the Phone System or a Phone System - Virtual user license to the resource account. 如需詳細資訊,請參閱Microsoft 365 電話系統-虛擬使用者授權For more information, see Microsoft 365 Phone System – Virtual User license.

  5. 將服務電話號碼指派給您指派授權的資源帳戶。Assign a service phone number to the resource account you assigned licenses to.

  6. 建立電話系統通話佇列或自動語音應答Create a Phone System call queue or auto attendant

  7. 連結資源帳戶與通話佇列或自動語音應答。Link the resource account with a call queue or auto attendant.

具有直接路由的手機系統網站Sites with Phone System with Direct routing

Contoso 必須將當地電信公司提供的電話號碼設定為 Office 365 中的服務號碼。Contoso had to set up the phone number provided by the local carrier as the service number in Office 365.

  • 若要設定透過直接路由提供的電話號碼,Contoso 按照 [管理資源帳戶] 中的指示進行。To set up a phone number available through Direct Routing, Contoso followed the instructions located in Manage Resource Accounts. 因為 Office 365 不知道內部部署的電話號碼,所以 Contoso 使用 PowerShell 來完成設定。Because Office 365 is not aware of the on-premises phone numbers, Contoso used PowerShell to complete the setup.

  • 若要設定雲端自動語音應答,Contoso 按照設定雲端自動語音應答中所述的步驟進行。To configure the Cloud auto attendant, Contoso followed the steps outlined in Set up a Cloud auto attendant.

  • 若要設定雲端通話佇列,Contoso 按照建立雲端通話佇列中所述的步驟進行。To set up a Cloud call queue, Contoso followed the steps outlined in Create a Cloud call queue.

使用電話系統進行通話方案的網站Sites with Phone System with Calling plan

Contoso 必須為商務用 Skype Enterprise Voice 自動語音應答的電話號碼寄回 Office 365 Phone 系統。Contoso had to port the phone number that was used for Skype for Business Enterprise Voice auto attendants to Office 365 Phone System. 這允許將相同的號碼指派為作為自動語音應答使用的服務號碼。This allowed the same number to be assigned as a service number for use as an auto attendant.