One of the main features Microsoft Teams Phone System offers is to let people call your organization and navigate a menu system to speak to the right department, call queue, or person.
Auto attendants allow you to set up menu options to route calls based on caller input. Menu options for an auto attendant, such as “For Sales, press 1, For Services press 2”, let an organization provide a series of choices that guide callers to their destination quickly, without relying on a human operator to handle incoming calls.
You can easily create auto attendants for your organization with the Microsoft Teams admin center or with PowerShell. Keep reading to learn how.
Step 1: Set the auto attendant’s general information
In the Teams admin center, expand Voice, select Auto attendants, and then select Add.
1. Type a name for the auto attendant in the box at the top.
2. To designate an operator, specify the destination for calls to the operator.
3. Specify the time zone for this auto attendant. The time zone is used for calculating business hours if you create a separate call flow for after hours.
4. Specify a supported language for this auto attendant.
Step 2: Set up the basic call flow
Set a greeting
1. You can upload a recorded greeting message with the Play an Audio File option. Save your file as audio in .WAV, .MP3, or .WMA format, no larger than 5 MB.
2. Also, you can type a greeting message. The system will read the text that you type (up to 1000 characters).
Route the call
1. Select Disconnect, if you want the auto attendant to hang up the call.
2. Select Redirect call, to choose one of the call routing destinations.
Step 3: Set up call flow for after hours
Specify your business hours for each day to separate call routing for after-hours callers.
1. Next to the weekday in the table, adjust the Start at and End at times.
2. If needed, select Add new time to specify multiple sets of hours for a given day, for example, to specify a lunch break.
3. Choose your call routing options for after hours. The same general call flow options are available for after hours too.
4. Once you’ve added your after hours call flow, select Next.
Step 4: Set up dial scope
The dial scope defines which users are available in the directory when a caller uses dial-by-name or dial-by-extension. The default of All online users includes all users in your organization that are Online users.
You can include or exclude specific users by selecting Custom user group under Include or Exclude and choosing one or more Microsoft 365 groups, distribution lists, or security groups. Once you’ve selected your Dial scope options, select Next.
Make out the most of your Microsoft Teams environment by enabling core functionalities to improve productivity and business’ operations. For further assistance please contact our certified experts.
