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How to Configure a Unified Messaging Auto Attendant with a DTMF Fallback Auto Attendant


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

Topic Last Modified: 2007-08-19

This topic explains how to use the Exchange Management Console and the Exchange Management Shell to set up a speech-enabled UM auto attendant that has a dual tone multi-frequency (DTMF) fallback auto attendant in Microsoft Exchange Server 2007 Unified Messaging (UM). A DTMF fallback auto attendant is used when the UM speech-enabled auto attendant cannot understand or recognize the speech inputs provided by a caller. If a DTMF fallback auto attendant has been configured, the caller is required to use DTMF inputs, also known as touchtone inputs, to navigate the auto attendant menu system, spell a user's name, or use a custom menu prompt. If a DTMF fallback auto attendant has not been configured, and the maximum number of speech inputs has been exceeded because the system did not understand what the caller said, the system will respond with the following prompt: "Sorry, I couldn't help. Please call back later."

By default, an auto attendant is not speech-enabled when you create it. After you speech-enable the auto attendant, callers can use only voice commands to navigate the auto attendant menu system, and touchtone inputs cannot be used. Although it is not required, we recommend that you configure a DTMF fallback auto attendant for each speech-enabled auto attendant so that callers can use touchtone inputs if the speech-enabled auto attendant does not recognize or understand the words they say. We also recommended that you do not speech-enable a DTMF fallback auto attendant.

To perform the following procedures, the account you use must be delegated the Exchange Organization Administrators role.

For more information about permissions, delegating roles, and the rights that are required to administer Exchange 2007, see Permission Considerations.

Also, before you perform these procedures, confirm the following:

  • A UM dial plan has been created.
  • A UM speech-enabled auto attendant has been created.
  • A UM DTMF fallback auto attendant has been created.
  • A UM mailbox policy has been created.

  1. In the console tree of the Exchange Management Console, expand the Organization Configuration node.

  2. Click Unified Messaging.

  3. In the work pane, click the UM Auto Attendants tab.

  4. Select the auto attendant that you want to modify, and then, in the action pane, click Properties.

  5. On the General tab, verify that the check box next to Auto attendant is speech-enabled is selected.

  6. Select the check box next to Use this DTMF fallback auto attendant, and then click Browse.

  7. On the Select Auto Attendant page, select the auto attendant that you want to use as a DTMF fallback auto attendant, and then click OK.

  8. Click OK to save your changes.

  • Run the following command:

    Set-UMAutoAttendant -Identity MySpeechEnabledAA -DTMFFallbackAutoAttendant MyDTMFAA

For more information about syntax and parameters, see Set-UMAutoAttendant.

For more information about auto attendants, DTMF, and Automatic Speech Recognition (ASR), see the following topics:

To ensure that you are reading the most up-to-date information and to find additional Exchange Server 2007 documentation, visit the Exchange Server TechCenter.
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