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Configure a UM Auto Attendant with a DTMF Fallback Auto Attendant

 

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

Topic Last Modified: 2012-07-23

You can configure a speech-enabled Unified Messaging (UM) auto attendant that has a dual tone multi-frequency (DTMF) fallback auto attendant in Microsoft Exchange Server 2010. A DTMF fallback auto attendant is used when the UM speech-enabled auto attendant can't understand or recognize the speech inputs provided by a caller. If a DTMF fallback auto attendant has been configured, the caller has 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 hasn't been configured, and the maximum number of speech inputs has been exceeded because the system didn't understand what the caller said, the system will respond with this prompt: "Sorry, I couldn't help. Please call back later."

By default, an auto attendant isn't 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 can't be used. Although it isn't required, we recommend that you configure a DTMF fallback auto attendant for each speech-enabled auto attendant so callers can use touchtone inputs if the speech-enabled auto attendant doesn't recognize or understand the words they say. We also recommend that you don't speech-enable a DTMF fallback 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.

  1. In the console tree, navigate to Organization Configuration > Unified Messaging.
  2. In the work pane, click the UM Auto Attendants tab.
  3. Select the auto attendant you want to modify, and then, in the action pane, click Properties.
  4. On the General tab, make sure the check box next to Auto attendant is speech-enabled is selected.
  5. Select the check box next to Use this DTMF fallback auto attendant, and then click Browse.
  6. On the Select Auto Attendant page, select the auto attendant you want to use as a DTMF fallback auto attendant, and then click OK.
  7. Click OK to save your changes.

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 configures a UM auto attendant named MySpeechEnabledAA to use a DTMF fallback auto attendant named MyDTMFAA.

Set-UMAutoAttendant -Identity MySpeechEnabledAA -DTMFFallbackAutoAttendant MyDTMFAA

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

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