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Configure Key Mapping Entries on a UM Auto Attendant

 

Applies to: Exchange Server 2010 SP3, Exchange Server 2010 SP2

Topic Last Modified: 2012-07-23

You can use the Key Mapping Entry dialog box to configure single or multiple key mappings for business or non-business hours main menu prompts for Unified Messaging (UM) auto attendants. You can define the operation that will be performed when the key on the telephone keypad is pressed, for example, transferring the call to an extension number or another auto attendant.

Looking for other management tasks related to UM auto attendants? Check out Managing UM Auto Attendants.

You need to be assigned permissions before you can perform this procedure. To see what permissions you need, see the "UM auto attendants" entry in the Unified Messaging Permissions topic.

Use the Key Mapping Entry dialog box to configure key mappings for a UM auto attendant. You can configure the following:

  • Description   Use this field to type the name of the key mapping entry. The key mapping name is used for display purposes only. This is a required field, and you must provide a display name for the key mapping entry.

    Because you may want to specify multiple key mappings, we recommend that you use meaningful names for your key mappings. The maximum length of the name for the key mapping is 64 characters, and it can include spaces. However, it can't include any of the following characters: " / \ [ ] : ; | = , + * ? < >.

  • If the user does one of the following:

    • Press this key   Use this button to enable a key mapping. The key mapping is the number key that a caller presses to have the auto attendant perform a specific operation, for example, forwarding the caller to another auto attendant or to an operator. By default, no entries are defined.

      Use the text box to type the numeric key (from 1 through 9) that the caller must press. Zero (0) is reserved for the auto attendant operator.

    • Presses no key (time-out)   Use this button to enable callers to be transferred to an extension number or to another auto attendant if they don't press a key on the telephone keypad. For example, "Please stay on the line and your call will be answered by the next available representative." By default, this option is disabled. The default setting is 5 seconds.

      If you enable this option, a blank key mapping will be created.

  • Or the user says this phrase   Use this field with speech-enabled auto attendants. This option enables you to define words or phrases that can be spoken by a caller. After the caller says the word or phrase, then the auto attendant will perform an action that you specify.

  • This action will occur   Use one of the following actions to define the action that you want the auto attendant to perform for the caller.

    • Play the following audio file   Select this check box to enable an audio file to play when callers press the key specified in the Key pressed setting. By default, this setting is disabled. If you enable this option, specify an audio file:

      Click Browse to locate the audio file that you want to play. If you enable this option, the audio file that you specify here will be played to the caller after the business hours or non-business main menu prompt plays.

    • Perform this additional action   Use one of the following actions to define additional actions that you want the auto attendant to perform for the caller.

      Transfer to extension   Select this check box to enable calls to be transferred to an extension number or another auto attendant. If you enable this option, specify an extension or auto attendant.Use the text box to type the extension where the call will be transferred. This field allows only numeric characters. It can't include any of the following characters: " / \ [ ] : ; | = , + * ? < >.

      Run auto attendant   Click this button to transfer the call to an auto attendant. Click Browse to locate the auto attendant that you want to use. Before you enable this option, you must first create and configure the auto attendant. This option is used when you create a parent/child structure of UM auto attendants.

      Leave voice mail for   Click this option to enable a caller to leave a voice mail message for a UM-enabled mailbox that's on the same dial plan as the UM auto attendant that you're configuring. When a caller chooses this option from an auto attendant menu, they'll be prompted to leave a voice mail for the UM-mailbox that was selected. Click Browse to locate the UM-enabled mailbox.

      Announce business location   Click this option to enable a caller to choose an auto attendant menu option and hear the location of the business that's configured on the UM auto attendant. To enable this to work correctly, you must first enter the business location in the Business location box on the Features tab on the UM auto attendant.

      Announce business hours   Click this option to enable a caller to choose an auto attendant menu option and hear the hours of operation for the business that's configured on the UM auto attendant. To enable this to work correctly, you must first configure the business hours in the Business hours drop down list on the Times tab on the UM auto attendant. You can optionally choose preconfigured business times using the drop down or click the Customize button and configure other business times. It's also important to correctly configure the time zone using the Select time zone drop down for the auto attendant.

You need to be assigned permissions before you can perform this procedure. To see what permissions you need, see the "UM auto attendants" entry in the Unified Messaging Permissions topic.

This example enables business hours key mappings so that:

  • When callers press 1, they will be forwarded to another UM auto attendant named SalesAutoAttendant.

  • When they press 2, they will be forwarded to extension number 12345 for Support.

  • When they press 3, they will be sent to another auto attendant that will play an audio file.

Set-UMAutoAttendant -id MyAutoAttendant -BusinessHoursKeyMappingEnabled $true -BusinessHoursKeyMapping "1,Sales,,SalesAutoAttendant","2,Support,12345","3,Directions,,,directions.wav"

This example sets key mappings defined in a comma-separated value (.csv) file. You must first create the .csv file with the following headings and the correct entry: <key>,<description>,[<extension>],[<autoattendant name>],[<promptfilenamepath>],[<asrphrase1;asrphrase2>],[<leavevoicemailfor>],[<transfertomailbox>]. The values in brackets are optional. After creating the .csv file, import the .csv file using the Import-csv cmdlet.

$o = Import-csv -path "C:\UMFiles\AutoAttendants\keymappings.csv"
Set-UMAutoAttendant MyAutoAttendant -BusinessHoursKeyMapping $o

This example exports key mappings from an existing UM auto attendant into a .csv file, and then imports the same key mappings into another UM auto attendant. You could also export the key mappings to a .csv file, edit or modify the key mappings in the .csv file, and then import those key mappings into another UM auto attendant.

$aa = Get-UMAutoAttendant -id MyAutoAttendant
$aa1 = Get-UMAutoAttendant -id MyAutoAttendant2
$aa.BusinessHoursKeyMapping | Export-csv -path "C:\UMFiles\AutoAttendants\keymappings.csv"
$aa1.BusinessHoursKeyMapping = (Import-csv -path "C:\UMFiles\AutoAttendants\keymappings.csv")
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