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Hora de servidor: 2019-10-16 12:17:24

Auto Attendant

Auto Attendant
In telephony or Unified Messaging environments, an automated attendant or auto attendant menu system transfers callers to the extension of a user or department without the intervention of a receptionist or an operator.

When anonymous or unauthenticated users call an external business telephone number, or when internal callers call a defined extension number, they are presented with a series of voice prompts that help them place a call to a user, or locate a user in the organization and then place a call to that user. The Unified Messaging auto attendant is a series of voice prompts or .wav files that callers hear instead of a human operator when they call an organization that has Microsoft Exchange Server 2007 Unified Messaging. The Unified Messaging auto attendant lets callers navigate the menu system, place calls, or locate users by using dual tone multi-frequency (DTMF) or voice inputs. However, for automatic speech recognition (ASR) or voice inputs to be used, you must enable ASR on the Unified Messaging auto attendant.

In some companies (particularly in East Asia), office telephones may not have letters on the keys of the telephone. This makes the spell-the-name feature using the DTMF interface nearly impossible without a working knowledge of this mapping. By default, Exchange Server 2007 Unified Messaging uses E.161 key mapping. For example, 2=ABC, 3=DEF, 4=GHI, 5=JKL, 6=MNO, 7=PQRS, 8=TUV, 9=WXYZ. When inputting the combination of letters and numbers, for example "Mike1092", the numeric digits are mapped to themselves. For an e-mail alias of "Mike1092" to be entered correctly, the user will have to press the numbers 64531092. Also, for characters other than A-Z and 0-9 there will not be a telephone key equivalent and should not be entered. For example, the e-mail alias "mike.wilson" would be entered as 6453945766. Thus, there are 11 characters to be input, but only 10 digits will be entered by the user because the '.' character does not have a digit equivalent.

A Unified Messaging auto attendant has the following features:

  • It provides corporate or informational greetings.
  • It provides custom corporate menus. You can customize these menus to have more than one level.
  • It provides a directory search function that enables a caller to search the organization's directory for a name.
  • It enables a caller to connect to the telephone of, or leave a message for, members of the organization.

In the Active Directory directory service, each Unified Messaging auto attendant that is created is represented as an object. There is no limit to the number of Unified Messaging auto attendants that you can create in Active Directory. Each Exchange Server 2007 Unified Messaging auto attendant can support as many as 10 different customized extensions. A Unified Messaging auto attendant can reference one, and only one, Unified Messaging dial plan. However, Unified Messaging auto attendants can reference or link to other Unified Messaging auto attendants.

An incoming call that is received from an external telephone number or an internal telephone extension is processed by a Unified Messaging server and then sent to a Unified Messaging auto attendant that has been created. The Unified Messaging auto attendant is configured by the system administrator to use pre-recorded voice (*.wav) files that are then played over the telephone to the caller and let the caller navigate the Unified Messaging menu system. You can customize all the .wav files that are used when you configure a Unified Messaging auto attendant to meet the needs of your organization.

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