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Organization Configuration > Unified Messaging > UM Auto Attendants > Features Tab

 

Applies to: Exchange Server 2007 SP3, Exchange Server 2007 SP2, Exchange Server 2007 SP1

Topic Last Modified: 2007-03-21

Use the Features tab on the auto attendant's Properties sheet to define the features that are available to callers who dial in to the Unified Messaging (UM) auto attendant. For example, you can configure auto attendant features such as the language that is used when callers call into the auto attendant and the ability for callers to transfer to an operator's extension number that you have defined on this property sheet.

Language
  • Use this list to select the language that callers hear when they reach the auto attendant.

  • The default language is determined when you install Microsoft Exchange Server 2007. By default, if you install the U.S. English version of the product, U.S. English is used because the auto attendant uses the language setting on the UM dial plan. If you install the German version of the product, German is listed as the default language for the auto attendant because German is listed as the default language on the UM dial plan.

  • Although you can select a different language than the language that is selected on the UM dial plan that is associated with the auto attendant, we recommended that the language settings on the dial plan and the auto attendant match. If language settings do not match, when callers call an extension number that is defined on the dial plan, callers will be presented with prompts in one language and when they dial an extension number that is associated with an auto attendant, they will be presented with prompts in a different language.

  • The language that is selected in this list is used when callers call the extension number that is defined on the properties for the UM auto attendant.

Operator extension
  • Use this box to type the extension number that is used to call an operator. This extension number can also connect the caller to a human operator or a UM-enabled mailbox or can be configured to call an external telephone number.

Allow caller to transfer to users
  • Select this check box to enable callers to transfer calls to users. By default, this option is enabled, and lets users who are associated with the dial plan transfer calls to users in the same UM dial plan. After you select this check box, you can set the group of users to whom callers can transfer by selecting the appropriate option under the Callers can contact section on this page.

  • If you disable this option and disable the Allow callers to send voice message option, the options under Callers can contact are also disabled.

Allow callers to send voice message
  • Select this check box to enable callers to send voice messages to users. By default, this option is enabled and lets users who are associated with the dial plan send voice messages to users in the same UM dial plan. After you select this check box, you can set the group of users to whom callers can send voice messages by selecting the appropriate option under the Callers can contact section on this page.

  • If you disable this option and disable the Allow caller to transfer to users option this, the options under Callers can contact are also disabled.

  • If you disable this option, the auto attendant will not invite callers to send a voice message during a system prompt.

Callers can contact
  • Use these options to determine a grouping of users to use. By default, the Users within dial plan option is selected. However, you can change the grouping of users to allow callers to transfer calls or send voice messages to users who are located in the global address list (GAL) or to a specific set of users who are contained in custom address lists by choosing from the following:

    • Users within dial plan   Use this option to allow callers who connect to the UM auto attendant to locate and contact users who are in the dial plan that is associated with the UM auto attendant.

    • Anyone in the default global address list   Use this option to allow callers who connect to the UM auto attendant to locate and contact anyone that is listed in the GAL. This includes all users who are mailbox-enabled.

    • Anyone in this address list   Use this option to allow callers who connect to the UM auto attendant to locate and contact users who are in a defined custom address list. This includes all users who are mailbox-enabled.

      importantImportant:
         The All Address Lists container is an empty container object and differs from the global address list (GAL) container. If you choose the All Address Lists container when you browse for a custom address list, there will be no UM-enabled users for callers to contact. If you want to select all the address lists in your organization, choose the Anyone in the default global address list option.
Matched name selection method
  • Use this list to select the matched name selection method for the UM auto attendant. The matched name method is used when two or more users who have the same name exist in the directory. This is also called a disambiguation field.

  • By default, the auto attendant is set to inherit from the dial plan. However, by default, the auto attendant is unable to disambiguate between two or more users who have the same name because the default setting for the Matched name selection method on the dial plan is set to None.

  • You can configure this setting on this property sheet, or you can leave the default setting on the auto attendant and configure this setting on the dial plan.

  • Select one of the following methods that provide the caller more information to help the caller select the correct user in the organization:

    • Title   Select this option to have the auto attendant include each user's title when listing matches.

    • Department   Select this option to have the auto attendant include each user's department when listing matches.

    • Location   Select this option to have the auto attendant include each user's location when listing matches.

    • None   Select this option to have no additional information given when listing matches.

    • PromptForAlias   Select this option to have the auto attendant prompt the caller for the user's alias.

    • InheritFromDialPlan   Select this option to have the auto attendant use the default setting from the dial plan that is associated with the auto attendant.

Allow transfer to operator during business hours
  • Use this check box to enable callers to be transferred a human operator during business hours by using the extension number that you configure in the Operator extension box on this property sheet. By default, this option is disabled.

  • It is useful to enable this option so that when a caller is unsuccessful at using the menu prompts or directory search to locate the required person during business hours, they can leave a voice message or connect to a human operator. After you enable this option, you can configure the operator extension number on a UM-enable mailbox that is monitored and the caller can leave a voice message or a human operator who has the extension number can help the caller.

Allow transfer to operator after business hours
  • Use this check box to enable callers to be transferred a human operator after business hours by using the extension number that you configure in the Operator extension box on this property sheet. By default, this option is disabled.

  • It is useful to enable this option so that when a caller is unsuccessful at using the menu prompts or directory search to locate the required person after business hours, they can leave a voice message or connect to a human operator. After you enable this option, you can configure the operator extension number configured on a UM-enable mailbox that is monitored and the caller can leave a voice message or a human operator who has the extension number can help the caller.

 
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