1. Skype Academy presents: Auto Attendant
Skype for Business
12/1/2017 6:34 AM
Skype Academy presents: Auto Attendant
Korneel Bullens
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Key learnings Skype for Business Online only
12/1/2017 6:34 AM
Key learnings
Skype for Business Online only
Auto Attendant can be a Virtual Receptionist
Requires Cloud PBX licensed users
Can be used to channel calls to groups and individuals
Auto Attendant can route to
Users homed in Skype for Business Online with Cloud PBX
PSTN calling optional
Additional scenarios will be released post general availability
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

3. Agenda Introduction Deploying Auto Attendant Operate Auto Attendant
Skype for Business
12/1/2017 6:34 AM
Agenda
Introduction
Deploying Auto Attendant
Operate Auto Attendant
Migration Scenarios
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. Training disclaimer This is a point of time view
This session was recorded in August 2017
The features and functionality describe are current as of this date
O365 is ongoing innovation
We innovate on a constant basis
New features and functionality are added frequently
Always refer to latest trainings
Go to for the latest version of this training
Go to for more trainings
Updates from July are marked with
Source:
Updated
Training from August 2017

5. Introduction Training from August 2017 Skype for Business
12/1/2017 6:34 AM
Introduction
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

6. Benefits of Auto Attendant
Provide an interactive virtual receptionist
Relieve Operators from simple chores
Sorts the incoming calls, freeing up first line
Makes your company more friendly
Training from August 2017

7. Auto Attendants – what do they do?
Auto Attendant – provides automated interactive system for incoming calls
Can have Business Hours and different Corporate Greetings
Accepts caller’s DTMF (keypad) and Speech input for navigation and commands
Allows caller to perform Directory Search to reach a person by Name
Provides interactive Menu Options like Press 1 for Sales, Press 2 for Services
Can have an Operator or Voic as backup
Plays a different Greeting and Menu Prompt for After Hours, can redirect calls
Can be interfaced with Call Queues, other Auto Attendants, Users,
Voic
Sales Department
Mainline Number
(Service Number)
John Smith
Operator
Training from August 2017

8. The Experience During Business Hours Outside Business Hours
“Welcome to Contoso” (Configurable)
“Please type or say the name of the person you are trying to reach, followed by a Pound” (Configurable)
Outside Business Hours
“We are currently closed, please leave a voic ” (Configurable)
Speech is configurable
Upload your own file or use text to speech
Options are configurable
Type the name or say the name
Use DTMF for additional options (press 1 for sales, 2 for support, 3 for operator)
Operator can be Cloud PBX enabled user, Call Queue, Auto Attendant or Voic
Training from August 2017

9. Dial by Name – with DTMF Training from August 2017
To reach your party by name, press the corresponding number keys to enter part or full name. Use 0 to indicate space. When finished, press the # key.
Ben#  (user presses keys 236#)
Keypad Character
Meaning
# (pound key)
Input termination character
0 (zero)
Space (to separate First Name and Last Name)
* (star key)
Repeat the list of matching names
Sorry, I found too many people with similar names.
Ben0Jo#
Caller must terminate DTMF input with #
After 3 un-successful tries  redirect to Operator
For Benedict Jones, Press 1
For Ben Jonson, Press 2
For Joana Benedict, Press 3
To hear this Menu again, press the * key.
To return to the previous Menu, press the # key.
Training from August 2017

10. Dial by Name – with Speech Recognition
To reach your party by name, say it now, or press the corresponding number keys to enter part or full name. Use 0 to indicate space. When finished, press the # key.
DTMF is always available!
No need to terminate Speech input with #
Voice Commands -“Back”, “Repeat”, etc.
up to 5 matches returned
After 3 un-successful tries  redirect to Operator
Benedict
For Benedict Jones, Press or say 1
For Joana Benedict, Press or say 2
To hear this Menu again, say “Repeat" or press the * key
To return to the previous Menu, say "Back" or press the # key.
One
Please wait while your call is being transferred to Benedict Jones.
Training from August 2017

11. Multi-Level Menu Options
For Operator,
press or say 0
For Sales,
press or say 1
For Services
press or say 2
For Technical Support
press or say 3
Reception
Sales Queue
Technical Support Queue
For Operator,
press or say 0
For Parking Services,
press or say 1
For Operations,
press or say 2
For Directory Search,
press or say 3
Reception
Parking Services Queue
Grounds and Operations Queue
Training from August 2017
Reception
For Operator,
press or say 0
Directory Search

12. Dial by Name (Directory Search)
Allow callers to say or type a name to reach a person
Who can be reached?
All Online SfB Users
homed in any of the tenant’s Regions
No PSTN calling license is required
No PSTN Number is required
No Enterprise Voice is required
Who cannot be reached?
On Premises SfB users
Users with Cloud PBX with on premises PSTN connectivity (either via existing pool or CCE)
External PSTN Numbers
Training from August 2017

13. Auto Attendant Dial Scopes
Dial by Name searches the entire Active Directory by default
Dial Scope can be configured to narrow down the reach of Dial By Name 
Search only within a certain group of people
Search the entire directory, except a certain group
Exclude certain people from the Directory search
Can use Distribution Groups, Security Groups or Office 365 Groups.
Updated
Training from August 2017

14. Search Options Training from August 2017 Name format entry Search Type
Example
Search Result
DTMF\Speech
FirstName + LastName
Full
Mary0Jones#
Mary Jones
Both
LastName + FirstName
Jones0Mary#
FirstName
Mary#
Press 1 for Mary Jones
Press 2 for Mary Sanders
LastName
Jones#
Press 2 for Ben Jones
Press 3 for Dennis Jones
Partial
Mar#
Press 1 for Maria Anderson
Press 2 Mary Jones
Press 3 for Mary Sanders
DTMF
Jon#
Press 1 for Ben Jones
Press 2 for Dennis Jones
Press 3 for Mary Jones
Press 4 for Sam Jonson
FirsName + LastName
Mar0Jon#
LastName + FrstName
Jon0Mar#
Training from August 2017

15. Dial by Name - Limitations
Name Recognition with Speech is not available for Azure Active Directories > 80K Users
Callers are dynamically notified to use their keypad to enter names in the flow!
Speech Recognition
Enabled
Dial by Name
Active Directory
<80K Users
Updated
Ben Jones
Name Recognition – falls back to DTMF
Speech Recognition – available for in other scenarios except Name Recognition with Speech
Voice Commands – available to the caller
Admins are notified that Voice Name Search is not available in UI and cmdlet!
I am sorry, but Name Recognition with Speech is not currently possible. Please use your keypad to enter a name.
Ben0Jones#
Training from August 2017

16. Operator (optional) in Auto Attendants
Allow callers to break out of the automated flow
Who can be an Operator?
Online SfB Users with Cloud PBX license
- Users in multiple Regions
 - PSTN Number or PSTN Calling user license is not required
Call Queues
Voic
Using Windows Client (2013/2016), Mac Client ( ), iPhone\iPad (6.16.0) or Android ( )
Who cannot be an Operator?
On Premises SfB users
Users with Cloud PBX with on premises PSTN connectivity (either via existing pool or CCE)
On Premises objects (i.e. RGS groups)
Training from August 2017
Updated

17. Language Support – Auto Attendant
Set 1 language per Auto Attendant
27 languages available
Female System Voice
Text to Speech
Custom Greetings and Menu Prompts
with Text to Speech or audio files
Speech Recognition
14 languages
Optional setting
can be disabled
DTMF is always available!
Voice Commands
Custom Voice Commands
Hands-free System Navigation!
Training from August 2017

18. Auto Attendant - Language Support at GA
12/1/2017 6:34 AM
Auto Attendant - Language Support at GA
Text to Speech
Speech Recognition
English (US)
Dutch (NL)
Chinese (ZH)
English (CA)
Swedish (SV)
Chinese (HK)
English (GB)
Finnish (FI)
Chinese (TW)
English (AU)
Danish (DA)
English (NZ)
Norwegian (NO)
English (IN)
Portuguese (PT)
French (FR)
Portuguese (BR)
French (CA)
Russian (RU)
Italian (IT)
Polish (PL)
German (DE)
Arabic (EG)
Spanish (ES)
Japanese (JP)
Spanish (MX)
Korean (KO)
English (US)
Japanese (JP)
English (CA)
Chinese (ZH)
English (GB)
English (AU)
English (IN)
French (FR)
French (CA)
Italian (IT)
German (DE)
Spanish (ES)
Spanish (MX)
Portuguese (BR)
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
Text to Speech and custom Audio (.wav, mp3, .wma) available for Greetings and Menu prompts

19. Dial Out number suppression
Call on behalf
Outbound call will have the Auto Attendant or Call Queue display number
Must be configured for each Call Queue\Auto Attendant
Configure using Powershell:
New-CsCallingLineIdentity -Identity "UKSalesQueue" -CallingIdSubstitute "Service" -ServiceNumber EnableUserOverride $False -Verbose
Grant-CsCallingLineIdentity -PolicyName UKSalesQueue -Identity
Updated
Training from August 2017

20. Know-Before-You-Go (deploy)
Auto Attendant will search the entire tenant by default
Dial Scope should be configured
Service Numbers must be available
Service Numbers are numbers that can be requested in a limited supply per customer and can handle a large amount of calls
Service Numbers can be requested in a similar manner as User Numbers
Service Numbers can be Toll and Toll-Free
Toll-Free requires PSTN Consumption Billing
Info behind the assignment of numbers :
Training from August 2017

21. Deploying Auto Attendant
Skype for Business
12/1/2017 6:34 AM
Deploying Auto Attendant
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

22. Auto Attendants and Call Queues Requirements
12/1/2017 6:34 AM
Auto Attendants and Call Queues Requirements
Tenant Prerequisites
E5 or E3+Cloud PBX
PSTN Calling - not required
PSTN Conferencing - not required
PSTN Consumption (optional)
Only needed if using Toll-Free Service Numbers
PSTN Consumption charges will occur
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

23. Deployment scenarios Search by Name Service Number Auto Attendant
Transfer to # with 0-9
Training from August 2017

24. Service Numbers – available in 90+ Countries
Not the same as PSTN Calling (User) Numbers!
Acquire new Service Numbers
Port Service Numbers Online
CCE Numbers
Training from August 2017

25. Assign PSTN Service Numbers Toll and Toll-Free
Language and Speech Recognition
Operator
Business Hours and After Hours
Flexible Call Flow
Disconnect or Redirect
Menu Options
Dial by Name
Dial Scope to limit Search
Training from August 2017

26. Business Hours Observed according to the Timezone selected
12/1/2017 6:34 AM
Business Hours
Observed according to the Timezone selected
Default - 24/7 (all hours)
Select Custom to define Business Hours
Set time in 30-min intervals
Multiple breaks are possible
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

27. Dial Scope Limits Search Area
Can include or exclude specific groups\people
Training from August 2017

28. Redirecting calls in Auto Attendant
The call can be Disconnected or Redirected
Online SfB User
User must have Cloud PBX user license
Call Queue
Any Online Call Queue in this tenant
Auto Attendant
Any Auto Attendant in this tenant
Voic ?
Training from August 2017

29. Redirecting to Voicemail
Set Call Forwarding to Voic in SfB Client
Use an Online EV-enabled User, with Cloud PBX license
Point to this User to send a call to Voic
For After Hours
In Menu Options
For Operator
For Overflow/Timeout, etc.
Training from August 2017

30. Menu Options Give callers directions how to reach their destination
Menu Prompt
Create with Text to Speech or an audio file
Custom Menu Options
Map the keys 0-9 to Destinations
Create Custom Voice Commands for Destinations
Dial by Name
Directory Search, can be used together with
Training from August 2017

31. Menu Prompt Instruct callers on how to navigate your system
Admin can create with Text to Speech Max size = 1000 chars
Admin can upload as an audio file
.wav, .mp3 or .wma formats
Max size = 5MB
Create in the language that is set for the Auto Attendant
Will not be auto-translated when language is changed!
Admin needs to update the Prompt if Menu Options are changed
Training from August 2017

32. Menu Options – Customize
Create interactive flows to guide callers
Out of the Box:
Dial by Name
Operator (map to any key)
Repeat (key *)
Back (key #)
Custom Options:
Any key 0-9 can be an Option
Custom Voice Commands for Options
Training from August 2017

33. Add/Remove Menu Options
Press the Key button to add Menu Option
A row for the Key 1 is created
keys can be added in any order
Select Transfer Destination type
Select a Destination target
Users
Call Queues
Auto Attendants
Voic
To remove a Menu Option, press the Key button again
Training from August 2017

34. Custom Voice Commands in Menus
Every Menu Option Name is a Voice Command
Name is a Custom Voice Command
“Sales” is a Voice Command
Name can have multiple words
Example: “Sales Department”
Max length = 64 chars
Every Key is also a Voice Command
“One”, “Two”, etc.
Training from August 2017
All Voice Commands would operate in the language selected for the Auto Attendant!

35. Operate Auto Attendant
Skype for Business
12/1/2017 6:34 AM
Operate Auto Attendant
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

36. Auto Attendant Management
In the Skype for Business Admin Panel
Open Call Routing tab
Training from August 2017

37. Testing Auto Attendant
You can test the Auto Attendant by using the “Test Button” included in every Auto Attendant
In case of issues
Open a Support Ticket
Training from August 2017

38. Auto Attendant Migration
Skype for Business
12/1/2017 6:34 AM
Auto Attendant Migration
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

39. Inventory of on premises Auto Attendants
Inventory all existing Auto Attendants
Does Auto Attendant provide the functionality you need?
Can you adapt or should you wait?
After inventory, port numbers
Temporary numbers can be acquired to stage the Auto Attendants
Training from August 2017

40. Summary and resources Training from August 2017 Skype for Business
12/1/2017 6:34 AM
Summary and resources
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

41. Key learnings Skype for Business Online only
12/1/2017 6:34 AM
Key learnings
Skype for Business Online only
Auto Attendant can be a Virtual Receptionist
Requires Cloud PBX licensed users
Can be used to channel calls to groups and individuals
Auto Attendant can route to
Users homed in Skype for Business Online with Cloud PBX
PSTN calling optional
Additional scenarios will be released post general availability
Training from August 2017
© 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

42. Resources Call Queues training Trainings, trainings, trainings
Trainings, trainings, trainings
Service numbers for Office 365
Skype Feedback
Skype Preview
TechNet for Auto Attendant
Latest Update on Call Queues & Auto Attendant
Training from August 2017

43. Community & Blog Community Blog Training from August 2017
Discuss, ask and provide feedback
Blog
Stay up to date with latest training releases
Training from August 2017

44. Training from August 2017