Voicemail should be treated as a service or feature included with Auto Attendants and Call Queues with the ability to choose an Active Directory group to be notified when a voicemail is received. To have visibility of when a voicemail is received you also need to have that user’s mailbox added to your Outlook profile. If you want to redirect incoming callers to a voicemail, either out of hours or after a call queue timeout, you need to set up a new Office 365 user, assign them a license, and redirect the calls to that user. There is no group voicemail or voicemail as a service feature. While we were using call routing features in preview we’ve seen new features added so hopefully they will get looked into at some point I’ve spoken to Microsoft about these limitations and added them to the User Voice site for Auto Attendants where they have received some votes. Skype for Business Call Queues and Auto Attendants do have some limitations. To use call queues you must be on an Office 365 Enterprise E5 or E3 subscription with the Cloud PBX add-on.Īgents must have a Cloud PBX license, be Enterprise Voice enabled and be using the Lync 2013, Skype for Business 2015/2016 or a Cloud PBX enabled IP Phone. Calls are not routed to agents who are offline or set to Do not disturb in Skype for Business client. The call queue itself can handle up to 200 concurrent calls.Ĭalls are routed to all agents at the same type, if an agent decides to answer the call then the caller is connected to that agent. The distribution is based on an Active Directory group which can include up to 50 people, known as agents in the call queue. It is possible to limit the dial scope to just a group so callers can only request to be transferred to a select group of people and not anyone in your business, alternately you can also exclude a certain group of people from the dial scope.Ĭall Queues are a method of distributing calls between a group of employees in your business. The message played to customers can either be text to speech or an uploaded audio file (MP3, WAV, WMA).ĭial by Name is a feature of Auto Attendants that uses voice recognition to allow callers to be transferred to anyone in your Active Directory by saying their name. After the welcome message you can redirect the call to a receptionist, a call queue, play menu options, or redirect the call to another Auto Attendant. Using auto attendants you can set your business’s hours of operation and then route calls accordingly, playing a message to customers if they call out of hours and then routing them to a voicemail box if you choose to do so.ĭuring business hours you can play a different message to your customers. Think of this as the recorded message and menu options you might get when you phone a large corporation’s main phone number. To get access to future Office 365 features while they are in preview, have a look at this blog post.Īuto attendants allows Office 365 / Skype For Business Online customers with Cloud PBX and PSTN calling plans to automatically answer and route calls to as they come in to your business. We have been using these features since they were in preview. These features allow Office 365 customers to apply call routing features similar to those that you might expect to find in an on-prem PBX system. Skype for Business Call Queues and Auto Attendants are part of the new call routing features that have recently come out of preview.
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