Forum Discussion
Voicemail for Auto Attendant & Call queueing
Hello all,
I really want to request that they add Voicemail to Call Queuing and Auto Attendant this is a important features for after hours calls for our helpdesk - is this possible to do?
2 years later, and no progress?? We also need a queue voice mail option. When the caller reaches a "team" like customer service and they are all on a call, it would be logic that a queue automatically gets the call via a voicemail so customers don't have to wait 15 minutes and get disconnected. That is a bad user experience, I can't believe this has not been implemented.
Sebastien Demigne Agreed, I'm actually pretty upset because there was a comparable feature in Exchange UM but no longer is that the case here in S4B and Teams as Exchange UM is going away in 6 months.
Does anyone know if there is a UserVoice thread we can vote on for this?
Hey everyone,
This is hot off the press!
Service update notification
The service updates for Auto Attendant and Call Queues were completed successfully this week. The updates introduce new capabilities, namely:
1. Centralized holiday tables that can be reused across apps. You will find it under Org wide settings
2. You can assign Direct Routing numbers to Auto Attendant and Call Queues (as of today DR with AA/CQ support Teams users only)
3. You can assign a hybrid number to AA/CQ (currently in preview)
4. You can assign Multiple numbers to an auto attendant or call queue
5. Round Robin routing option is introduced in call queues
The updates prepare the services as well for the upcoming features:
6. Transfer out to PSTN from auto attendant and call queues
7. Extension dialing from auto attendant
8. Voicemail shared mailbox for auto attendant and call queues
Any update on this for planning? We can't switch over till this feature is there.
Nicholas
Any update on this? I was trying a workaround by having a seperate user & mailbox for the call queue messages, but I am unable to forward the voicemails to a group - Exchange rules and Mailbox rules do not work on the voicemails.
Is there a status on this feature?
BTW if you are interested in this feature, please vote this up!
(SkypeFeedback UserVoice)
Someone had the same idea, why couldn't you use a Shared Mailbox for this or something that can be a shared resource??
The extremely frustrating part is that you have to sell people on using an E3 and a PSTN plan to just capture VM's!
Agree'd, telling a user they need to spend money to add a voicemail box is rediculous.
I would love to spend 15 minutes with the dev team to really sort out the feature the small to mid sized businesses need.
I watched "Skype Academy: Auto Attendant" (Link to YouTube Video) published March 28, 2017 on YouTube and it contradicts what I've been seeing with regards to AA and VM.
Verbatim from a slide in the video prezo:
"Auto Attendant - provides automated interactive system for incoming calls...Can have an Operator or Voicemail as backup"
The speaker then indicates, in a subsequent slide, that after business hours, you can give callers an option to leave a voice mail from the Auto Attendant.
On that same slide, he also says that the "Operator can be Cloud PBX enabled user, Call Queue, Auto Attendant, or Voicemail"
Is it possible this is a planned feature?
- Leonardo Wormull
Microsoft
I understood that if you select Transfert to "Person in your Company" and select a user if this user doesn't answer will automatically go to voice mail if this user was enable for VM
Yes, believe this was covered earlier, or in another thread. Basically need to have a user with UM/Voicemail enabled in your O365 tenant, then the AA routes to a "person". So it will costs you a full E3 license to enable UM/Voicemail.
What happens to the calls after the greeting?
-Disconnect-Redirect call-Play menu options promptIf you select Redirect Call, the options are Route to a Person In your company, Call Queue or AA.
If you select the person, of course, they need to be UM/Voice enabled and have the mailbox setup. We do this currently with another PBX that integrates with Exchange UM features in the cloud.
- I second this request and just coincidentally posted something related yesterday, looking for a workaround in its absence. This issue keeps coming up with clients that are small businesses and 100% in the cloud.
Why can't we have a general mailbox that just emails users in a group that there's a voicemail and attaches the WAV that would just be too simple.
Correction about the voicemail rule working. As mentioned, the rules don't work but manually for VM in Exchange.
Again, I'm not familiar with other auto attendants but Avaya's and NEC PBX systems, and Cisco CM/UM as well. Someone shed some light what the thinking is here and what system is also going to act like the VM system? The Auto Attendant function in Skype for Business PBX functionality will have voicemail?
Want to know more and what other systems offer to accomplish this as well.
Thanks
Seems like you would need to have an email account with UM, Exchange 3 plan likely, and have a generic Voicemail AA account created. It is how we integrate with UM for 365 now with an Avaya On Prem PBX. After hours, it routes the call to the VM for call coverage/voicemail. Then users can listen the next morning to the voicemail in that other email account which you have assigned delegation rights to gain access to. Just like any user. I have 2 email/E3 accounts dedicated to handle to night AA's, which gives user an option to press 0, or stay on the line to leave a general message in the voicemail box. Or, after the greeting, if there are no options, I just route it to the voicemail box upon picking up, and play the actual voicemail box greeting and say leave a message, no AA greeting/file involved. Not sure how to do this with Skype AA though. Doing testing now.
I don't want to have to license department's voicemail in the cloud with licenses I just need something that just works seemless with Skype Online. We are 100% Skype for Buisness Online but cannot move our auto attendant or queueing till we have general voicemail access.
I gotcha. We are entirely Exchange Office 365 E3 customers. Just doing testing with cloud PBX due to other issues with an OnPremise.
Just provding and option/solution to the issue. It is the only way we can make UM/Exchange work so off hours there is a voicemail box, and in order for that, you need a full E3 license so you can assign UM/Voicemail functions to the mailbox.
Avaya and other phone vendors don't even offer this function/feature in their Avaya S8300/G450 VoIP PBX. Auto attendant is built into one of the modules/cards in the PBX, but it can't do anything but then route the call, do options/coverage paths and of course, route it to an extension, which in our case is a generic email account with UM/Voicemail and extension assigned to it.
Then assign other user as delegates in Exchange to that email account, shows up in the Outlook listen/route/forward or delete voicemail as needed that way.
Where do you think this voicemail is going to land once it hits the AA and they have an option to do something like leave a message? The mechanism to provide voice mail services anyway? Just curious, because something/somewhere has to be able to take the voicemail from the caller, convert and store it someplace, like a send to email, or local voicemail server/service. Which is Exchange Online in the Cloud pbx they offer.
Not sure how you can get around it. I know, it is like $20 per AA to do this, but not sure what the other options are. Been out of other PBX/UM/Auto attendant area for years though, maybe I'm just not familiar with other PBX/Cloud offerings and how they would handle a VM from AA.
Thanks
