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Enable Business Hours Key Mappings on a UM Auto Attendant

 

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

Topic Last Modified: 2012-07-23

You can enable business hours key mappings for a Unified Messaging (UM) auto attendant in Microsoft Exchange Server 2010. After you create a UM auto attendant, a default system prompt will be used for the business hours main menu prompt greeting callers hear after the business hours welcome greeting is played. The default business hours main menu prompt says, "Welcome to the Microsoft Exchange Auto Attendant." Because no key mappings are defined by default, no menu options are available to callers, and they hear only the default main menu prompt.

When you configure key mappings, you define the options and the operations that will be performed if a caller speaks a phrase while they're using a speech-enabled auto attendant or the caller presses the key on the keypad of the telephone while they're using an auto attendant that isn't speech-enabled.

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 change, and then, in the action pane, click Properties.
  4. On the Key Mapping tab, select Enable business hours key mapping, and then click Add.
  5. On the Key Mapping Entry page, in the Name field, type a name for the key mapping entry.
  6. In If the user does one of the following, select one of these options:
    • Presses this key
    • Presses no key (Time-out)
    • Or the user says this phrase
  7. In This Action will occur, select from these options:
    • Play the following audio file
    • Transfer to extension
    • Run auto attendant
  8. Click OK to create the key mapping entry.
  9. 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 MyAutoAttendant and enables business hours key mappings so that when callers press 1, they're forwarded to another UM auto attendant named SalesAutoAttendant. When they press 2, they're forwarded to extension number 12345 for Support, and when they press 3, they're sent to another auto attendant that plays an audio file.

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

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

After you enable business hours key mappings on a UM auto attendant, you may also want to:

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