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How to Enable or Disable Operator Transfers During Business Hours on a Unified Messaging 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 enable users to transfer calls to an operator during business hours in Microsoft Exchange Server 2007 Unified Messaging (UM). It also explains how to disable operator transfers during business hours. You enable users to transfer calls during business hours by configuring an operator extension number on a UM auto attendant and by selecting the Allow transfer to operator during business hours setting.

By default, operator transfers during business hours are enabled. However, you can disable operator transfers during business hours to prevent callers from being transferred to an operator according to the business hours that you have defined on the Times tab on the properties of the UM auto attendant. For more information about how to configure business and non-business hours for your organization, see How to Configure Business Hours for a Unified Messaging Auto Attendant.

When you configure an operator extension number on a UM auto attendant and enable business hours operator transfers, a caller can connect to the auto attendant operator by doing one of the following:

  • Pressing the zero (0) key.
  • Saying "Reception".
  • Saying "Operator".
    noteNote:
    If the caller exceeds the maximum number of touchtone or voice input retries, they are also transferred to the operator extension number, if you have defined an operator extension number and enabled business hours operator transfers.

If no operator extension number is configured on a speech-enabled auto attendant, an auto attendant that is not speech-enabled, or a DTMF fallback auto attendant, and the caller says "Operator" or "Reception" or presses the zero (0) key, the system will call the operator extension that is configured on the dial plan that is associated with the auto attendant. If neither of the auto attendants or the dial plan is configured to have an operator extension, the system will respond by saying, "Sorry. Neither the operator or the touchtone service are available." and the caller will be politely disconnected. By default, an operator extension number is not configured on a dial plan.

At a minimum, we recommended that you configure either the UM auto attendant or the UM dial plan that is associated with the auto attendant to have an operator extension number to help callers find the user they are trying to reach or to navigate the menu system. For more information about how to configure an operator extension on a UM auto attendant, see How to Configure an Operator Extension on a Unified Messaging Auto Attendant. For more information about how to configure an operator extension on a UM dial plan, see How to Configure an Operator Extension on a Unified Messaging Dial Plan.

To perform the following procedures, the account you use must be delegated the Exchange Organization Administrator 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 auto attendant has been created.

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

  2. In the console tree, click Unified Messaging.

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

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

  5. On the Features tab, next to Operator extension, enter a number for your auto attendant operator.

  6. Select Allow transfer to operator during business hours.

  7. Click OK to save your changes.

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

  2. In the console tree, click Unified Messaging.

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

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

  5. Clear the check box next to Allow transfer to operator during business hours.

  6. Click OK to save your changes.

  • Run the following command:

    Set-UMAutoAttendant -Identity MySpeechEnabledAA -OperatorExtension 50100 -BusinessHoursTransferToOperatorEnabled $true
    

  • Run the following command:

    Set-UMAutoAttendant -Identity MySpeechEnabledAA -BusinessHoursTransferToOperatorEnabled $false
    

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

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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