.. _auto-attendants-ms-subscriber: Auto attendants ---------------------- .. _21.4|VOSS-1115: .. _21.4-PB3|EKB-16884: .. _24.1-PB1|VOSS-1412: .. _24.2|EKB-16409: .. _24.2-PB2|EKB-23613: .. _24.2-PB2|EKB-23672: .. model: device/msteamsonline/CsAutoAttendant .. tip:: :ref:`use-action-search-to-navigate-automate` Overview .......... Automate allows you to add, update, and delete auto attendants for Microsoft Teams users from within the Automate GUI, and to have these changes update on the Microsoft Teams portal. Changes you make on the Microsoft Teams portal online also update the auto attendants in Automate. .. note:: Auto attendants allow people who call in to your organization to self-navigate a menu so that they can be correctly routed to the required department, person, or operator. When setting up an auto attendant for your system, you can choose a greeting, set up menus, and choose how calls are redirected (to another user, team, or group). Audio file requirements for auto attendant ............................................... If you wish to use audio files for the auto attendant, to play a message or greeting for example, note the following: * Automate supports the following file types: `.MP3`, `.WMA`, `.WAV` The format of `.WAV` files require the correct resolution and rates. Microsoft specifies these requirements: * Uncompressed, linear Pulse-code modulation (PCM-encoded) * 8-bit, 16-bit, or 32-bit resolution * Mono or stereo channel * Sampling rate of 8 kHz or 16 kHz * Maximum audio file size 5 MB `.MP3` files are supported with commonly accepted bit rates and encoding. Ensure that your audio files have the correct specifications. You can use an app such as `Audacity` to create correctly formatted audio files. Auto attendants updated in Automate will copy the audio files to the Microsoft Admin Portal using SCP. This can be seen in the transaction logs. * Audio files must be uploaded to Automate via the **File Management** page. .. image:: /src/images/auto-attendants-ms-basic-info-tab.png .. rubric:: Related topics * *Teams* in the Core Feature Guide * *Groups* in the Core Feature Guide * :ref:`troubleshoot-audio-file-errors-in-ms-auto-attendants-and-call-queues` View and manage auto attendants ................................ You can view, add, or update Microsoft auto attendants via the **Microsoft Call Groups** dashboard: * Click **View Auto Attendants** to see a list of auto attendants that exist for your organization, whether added in Automate or in the Microsoft Teams online portal. On this page, you can: * Click on an auto attendant in the list view to open its editing page, where you can view its details, or update it. * Select an auto attendant in the list to delete it. * Click the Plus icon (+) to add a new auto attendant. * Click **Add Auto Attendants** to add a new auto attendant. When adding or editing an auto attendant, settings are defined or updated via the following tabs/panels: * :ref:`aa-general-info-tab` * :ref:`aa-call-flow-tab` * :ref:`aa-after-hours-call-flow-tab` * :ref:`aa-holiday-call-flows-tab` * :ref:`aa-dial-scope-tab` * :ref:`aa-resource-accounts-tab` * :ref:`aa-authorized-users-tab` .. note:: * Voicemail options you choose are your MS Exchange service data synced in to the Microsoft tenant you have set up in Automate, from the Microsoft Teams online portal. * Only users enabled for Enterprise Voice can be used as the answer or redirect options in call flows for auto attendant. .. _aa-general-info-tab: General Info ''''''''''''''' The table describes the fields on the General Info tab/panel: .. tabularcolumns:: |p{5cm}|p{10cm}| +-------------------+-------------------------------------------------------------+ | Field | Description | +===================+=============================================================+ | Name | Mandatory. The name of the auto attendant. | +-------------------+-------------------------------------------------------------+ | Operator Type | Optional. Options are: | | | | | | * No operator | | | * Person in organization | | | * External phone number | | | * Voice app | | | | +-------------------+-------------------------------------------------------------+ | Operator Value | Mandatory. Field is hidden when operator type is | | | *No operator*. | | | | | | When operator type is *Voice app*, operator values are call | | | queues or auto attendant resource accounts. | +-------------------+-------------------------------------------------------------+ | Operator Number | Field is hidden when operator type is *No operator*. | +-------------------+-------------------------------------------------------------+ | Time zone | Mandatory. | +-------------------+-------------------------------------------------------------+ | Language | Mandatory. | +-------------------+-------------------------------------------------------------+ | Voice Inputs | Optional. Defines whether the auto attendant uses voice | | | input. | +-------------------+-------------------------------------------------------------+ .. _aa-call-flow-tab: Call Flow ''''''''''''' The Call Flow tab/panel defines the call flow for the auto attendant. On this tab you can set up greeting and routing options, and menu options for call routing. .. image:: /src/images/auto-attendants-ms-call-flow-tab.png The table describes the fields on the Call Flows tab: .. tabularcolumns:: |p{5cm}|p{10cm}| +--------------------------------------+-------------------------------------------------------------+ | Field | Description | +======================================+=============================================================+ | Greeting options | Defines whether there is a greeting, and if so, choose the | | | greeting, for example, play an audio file or add a greeting | | | message. | +--------------------------------------+-------------------------------------------------------------+ | Call routing options | Defines the system behavior for call flow, for example, | | | play menu options, disconnect the call, or redirect | | | the call. | | | | | | If you're choosing to redirect the call, you can choose | | | either a person in the organization, voice app, resource | | | account, external phone number, or voicemail. Depending on | | | the option you select, additional options display, for | | | example, to specify the person, phone number, resource | | | account, or phone number. | +--------------------------------------+-------------------------------------------------------------+ | Set up the greeting and menu options | Choose greeting options, a message, and set up the dial | | | keys that define the behavior for how a call is routed via | | | the menu, for | | | example, to send a call to voicemail, or to a person in the | | | organization, or play an announcement. Depending on the | | | options you choose, you can define options for the | | | redirect, for example, to choose a number for voicemail, | | | or choose the voice app, or set up the external phone | | | number to redirect the call. | +--------------------------------------+-------------------------------------------------------------+ .. note:: * If you're adding a greeting message, **Message** is a mandatory field. * If you're playing an audio file, **Audio File** is a mandatory field. .. _aa-after-hours-call-flow-tab: After Hours Call Flow '''''''''''''''''''''' The After Hours Call Flow tab/panel defines the call flow for after hours calls for the auto attendant. On this tab you define the business hours for your organization for each day of the week. You will need to choose a start time and an end time from a drop-down of hours and minutes (in 15 minute increments for a 24 hour period), and then define the system behavior for routing incoming calls outside of the predefined business hours, Monday through Sunday, for example, to set up greeting options and menu options, and define whether calls are disconnected or redirected (for example, to person in the organization, a resource account, an external phone number, voicemail, or voice app), and the options for the call flow in each instance. To set the after hours period to a full day, choose a start time of `12:00 AM`. The system automatically sets the end time also to `12:00 AM`, representing a full day. Choose `None` to clear a start or end time. .. note:: If you're adding a greeting message, **Message** is a mandatory field. If you're playing an audio file, **Audio File** is a mandatory field. .. image:: /src/images/auto-attendants-ms-after-hours-call-flow-tab.png .. _aa-holiday-call-flows-tab: Holiday Call Flows ''''''''''''''''''''' On the Holiday Call Flows tab/panel you can set up automated greetings and call routing options for days when your business is closed or operating at less than full capacity due to holidays in your region. .. note:: If you're adding a greeting message, **Message** is a mandatory field. If you're playing an audio file, **Audio File** is a mandatory field. Setting up holidays in your system allows you to automate how calls are answered when the business is closed or operating at less than full capacity. For example, you can choose to play a greeting or message on specific dates, and define how calls are routed. For example, the call may disconnect at the end of a message, or you can present menu options to redirect the call, for example, to voicemail, to an announcement, to a specific person in your organization, to a resource account, or to an external phone number. .. important:: If more than one call flow is added, a selected **Holiday** of each should *not* contain days that overlap with a Holiday selected in another call flow. Adding call flows with holidays containing overlapping days will result in a transaction error. .. image:: /src/images/auto-attendants-ms-holiday-call-flows-tab.png .. _aa-dial-scope-tab: Dial Scope ''''''''''''' Settings on the Dial Scope tab/panel configures dial scope for the auto attendant, allowing you to choose the Microsoft groups from Microsoft Entra ID (including Microsoft Exchange), to include or exclude from the dial scope. .. note:: Microsoft changed the name of Azure Active Directory to Microsoft Entra ID in August 2023. .. image:: /src/images/auto-attendants-ms-dial-scope-tab.png .. _aa-resource-accounts-tab: Resource Accounts ''''''''''''''''''' The Resource Accounts tab/panel adds and edits resource accounts for the auto attendant. When adding a resource account, you choose the resource account, and specify the resource account number. In Automate, the application ID is the resource account type in the MS Teams online portal. There are two options for application ID/resource accounts: * Call queues * Auto attendants .. note:: MS Teams resource accounts are licensed, non-enabled user accounts, created to assign system resources to voice features such as call queues and auto attendants. The **Resource Account** drop-down on this tab displays both licensed and unlicensed resource accounts. Choosing an unlicensed resource account triggers a warning and the transaction will fail in Automate. The resource account you choose must be Enterprise Voice enabled. Each resource account has a display name, and is associated with a username, a phone number, and a device. When resource accounts (resource users) are added to call queues and auto attendants, deleting a call queue or auto attendant triggers a system workflow that first disassociates any associated resource accounts, then deletes the call queue or auto attendant. .. image:: /src/images/auto-attendants-ms-resource-accounts-tab.png .. _aa-authorized-users-tab: Authorized users '''''''''''''''''' The Authorized users tab/panel adds and edits authorized users for the auto attendant. Authorized users are Teams users authorized by a Teams admin center administrator to make configuration changes to auto attendants and call queues. Authorized users don't need access to the Teams admin center portal or the assignment of any administrative roles. They can manage call queues and auto attendants settings using their Teams client or web portal, for example, Music on hold, voicemail greeting for call queues, or business hours greetings for auto attendants. Users that can become authorized users must have a voice application policy assigned to them in Microsoft Teams. The drop-down of users available to be authorized users in Automate are for users with Enterprise Voice enabled. When adding an authorized user, you choose the user from the drop-down list. .. image:: /src/images/auto-attendants-ms-authorized-users-tab.png .. note:: If a user displays only with the PKID value, this occurs when the user has been deleted from the Microsoft portal (Microsoft Entra) but the user sync is not yet complete in Automate to remove the user from the cache. .. image:: /src/images/auto-attendant-ms-auth-users-pkid.png