From bef1003c8c574bf35454e1573fa9b0c939c50e2a Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Fri, 15 Nov 2024 09:55:07 -0800 Subject: [PATCH 01/18] Update create-a-phone-system-auto-attendant.md Adding new name disambiguation option. --- Teams/create-a-phone-system-auto-attendant.md | 16 ++++++++++++++++ 1 file changed, 16 insertions(+) diff --git a/Teams/create-a-phone-system-auto-attendant.md b/Teams/create-a-phone-system-auto-attendant.md index 2b80dcb743..8e09de5047 100644 --- a/Teams/create-a-phone-system-auto-attendant.md +++ b/Teams/create-a-phone-system-auto-attendant.md @@ -54,6 +54,9 @@ Auto attendants can redirect calls, based on callers' input, to one of the follo ## What's new for Auto attendants in the past six months +- November 19 + - [Dial by name improvements](#dial-by-name-improvements) when a search returns multiple people with the same name + - November 5 - [Nested Auto attendants and Call queues](#nested-auto-attendants-and-call-queues) no longer require a resource account and associated licensing. @@ -271,6 +274,19 @@ Create a new callable entity: New-CsAutoAttendantCallableEntity -Identity -Type ConfigurationEndPoint ```` +### Dial by name improvements + +When a dial by name search returns multiple people with the same name, the results can now be enhanced by appending additional information after the name. This makes it easier for callers to reach the correct person. + +The default is to only say the name however, the office or department information can now be added as part of the results. + +For more information, see: + +|New-CsAutoAttendant | +|:---------------------------------------| +| [-UserNameExtension](/powershell/module/teams/new-csautoattendant#-UserNameExtension) | + + ## Resources for complex scenarios ### External phone number transfers - technical details From 8a43d8ddb4a21a76db9a43fcc28b33bbd9e2945b Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Thu, 21 Nov 2024 16:11:35 -0800 Subject: [PATCH 02/18] Update create-a-phone-system-auto-attendant.md --- Teams/create-a-phone-system-auto-attendant.md | 3 +-- 1 file changed, 1 insertion(+), 2 deletions(-) diff --git a/Teams/create-a-phone-system-auto-attendant.md b/Teams/create-a-phone-system-auto-attendant.md index 8e09de5047..a5899c847e 100644 --- a/Teams/create-a-phone-system-auto-attendant.md +++ b/Teams/create-a-phone-system-auto-attendant.md @@ -54,7 +54,7 @@ Auto attendants can redirect calls, based on callers' input, to one of the follo ## What's new for Auto attendants in the past six months -- November 19 +- November 21 - [Dial by name improvements](#dial-by-name-improvements) when a search returns multiple people with the same name - November 5 @@ -286,7 +286,6 @@ For more information, see: |:---------------------------------------| | [-UserNameExtension](/powershell/module/teams/new-csautoattendant#-UserNameExtension) | - ## Resources for complex scenarios ### External phone number transfers - technical details From d1505218969b87954736033bf6926726d46e0bc9 Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Thu, 21 Nov 2024 16:30:07 -0800 Subject: [PATCH 03/18] Update dial-voice-reference.md Adding information for the new UserNameExtension option and linking to PS for more details. --- Teams/dial-voice-reference.md | 22 ++++++++++++++++++++++ 1 file changed, 22 insertions(+) diff --git a/Teams/dial-voice-reference.md b/Teams/dial-voice-reference.md index 5d4cdd775f..b8b06c8e78 100644 --- a/Teams/dial-voice-reference.md +++ b/Teams/dial-voice-reference.md @@ -111,6 +111,28 @@ Callers can say names in the following formats: |FirstName or LastName |Partial |Mar |Press or say 1 for Mary Marble
Press or say 2 for Mary Jones
Press or say 3 for Amos Marcus | |FirsName + LastName |Partial |Amos Mar |Press or say 1 for Amos Marble
Press or say 2 for Amos Marcus | +### Dial by Name - Multiple users with the same name + +If there are multiple users with the same name then it's possible that a dial by name search returns these users. In this case, the default behaviour will be to say each name followed by the option to select. For example, if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: + +For John Smith, press 1. +For John Smith, press 2. +For John Smith, press 3. + +In these situations the information the caller is presented with can be extended by configuring the [UserNameExtension](/powershell/module/teams/new-csautoattendant?view=teams-ps#-usernameextension) parameter. + +The UserNameExtension specifies how to extend the information returned in a dial by name search with additional information. Possible values are: + +- None: Default value, which means the username is pronounced as is. +- Office: Adds office information from the user profile. +- Department: Adds department information from the user profile. + +If the UserNameExtension has been configured with `Department` then if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: + +For John Smith in accounting, press 1. +For John Smith in sales, press 2. +For John Smith in support, press 3. + ### Dial by Extension From e9918acbb9b38ec477a53fd0b0102762a31ff93a Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Thu, 21 Nov 2024 16:36:48 -0800 Subject: [PATCH 04/18] Update dial-voice-reference.md --- Teams/dial-voice-reference.md | 17 ++++++++--------- 1 file changed, 8 insertions(+), 9 deletions(-) diff --git a/Teams/dial-voice-reference.md b/Teams/dial-voice-reference.md index b8b06c8e78..fde0b13249 100644 --- a/Teams/dial-voice-reference.md +++ b/Teams/dial-voice-reference.md @@ -49,16 +49,16 @@ There's no limit on the number of Active Directory users that search can support |DTMF (keypad entry) |Partial
FirstName + LastName
LastName + FirstName |No limit | |Speech (voice input) |FirstName
LastName
FirstName + LastName
LastName + FirstName | No limit | -> [!NOTE] -> You can use the [Dial Scope](create-a-phone-system-auto-attendant.md?tabs=dial-scope) feature to narrow down the names that are reachable by changing the scope for a particular Auto attendant. - ### Search Considerations Auto attendant search is a part of the main Address Book search of Microsoft. Exchange Address Book settings affect searches performed via the Auto attendant service. For example, if some users in your Address Book settings have the property `-HiddenFromAddressListsEnabled = $true`, then Auto attendant search won't return these users. This is similar to the Address Book search experience in Exchange, Teams, and other products. For more information about hiding users from the Address Book, see [Manage address lists in Exchange Online](/exchange/address-books/address-lists/manage-address-lists#hide-recipients-from-address-lists). Once the main address book settings are verified, the search then proceeds to apply any configured [Dial Scope](create-a-phone-system-auto-attendant.md?tabs=dial-scope) Include or Exclude lists. -Note that it might take up to 24 hours for Active Directory Address Book updates to be reflected in the Auto attendant search results. This timeframe also applies to the addition of new users or the removal of existing ones. +> [!NOTE] +> You can use the [Dial Scope](create-a-phone-system-auto-attendant.md?tabs=dial-scope) feature to narrow down the names that are reachable by changing the scope for a particular Auto attendant. +> +> It might take up to 24 hours for Active Directory Address Book updates to be reflected in the Auto attendant search results. This timeframe also applies to the addition of new users or the removal of existing ones. ## Dial by Name - Keypad (DTMF) entry @@ -113,27 +113,26 @@ Callers can say names in the following formats: ### Dial by Name - Multiple users with the same name -If there are multiple users with the same name then it's possible that a dial by name search returns these users. In this case, the default behaviour will be to say each name followed by the option to select. For example, if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: +If there are multiple users with the same name, then it's possible that a dial by name search returns these users. In this case, the default behaviour is to say each name followed by the option to select. For example, if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: For John Smith, press 1. For John Smith, press 2. For John Smith, press 3. -In these situations the information the caller is presented with can be extended by configuring the [UserNameExtension](/powershell/module/teams/new-csautoattendant?view=teams-ps#-usernameextension) parameter. +In these situations, the information the caller is presented with can be extended by configuring the [UserNameExtension](/powershell/module/teams/new-csautoattendant?view=teams-ps#-usernameextension) parameter. -The UserNameExtension specifies how to extend the information returned in a dial by name search with additional information. Possible values are: +The `UserNameExtension` specifies how to extend the information returned in a dial by name search with additional information. Possible values are: - None: Default value, which means the username is pronounced as is. - Office: Adds office information from the user profile. - Department: Adds department information from the user profile. -If the UserNameExtension has been configured with `Department` then if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: +If the UserNameExtension is configured with `Department`, then if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: For John Smith in accounting, press 1. For John Smith in sales, press 2. For John Smith in support, press 3. - ### Dial by Extension Users you want to make available for **Dial By Extension** need to have an extension specified as part of one of the following phone attributes defined in Active Directory (and synchronized via Microsoft Entra Connect) or Microsoft Entra ID. For more information, see [Add users individually or in bulk](/microsoft-365/admin/add-users/add-users). From 63134ac946833fec92d8779dad08259ae8386447 Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Thu, 21 Nov 2024 16:38:07 -0800 Subject: [PATCH 05/18] Update dial-voice-reference.md --- Teams/dial-voice-reference.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/Teams/dial-voice-reference.md b/Teams/dial-voice-reference.md index fde0b13249..2d8999f2b5 100644 --- a/Teams/dial-voice-reference.md +++ b/Teams/dial-voice-reference.md @@ -113,7 +113,7 @@ Callers can say names in the following formats: ### Dial by Name - Multiple users with the same name -If there are multiple users with the same name, then it's possible that a dial by name search returns these users. In this case, the default behaviour is to say each name followed by the option to select. For example, if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: +If there are multiple users with the same name, it's possible that a dial by name search returns these users. In this case, the default behaviour is to say each name followed by the option to select. For example, if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: For John Smith, press 1. For John Smith, press 2. From b63680da42fb3232628fb069a3cf8eb95cd8a9d0 Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Thu, 21 Nov 2024 16:44:00 -0800 Subject: [PATCH 06/18] Update dial-voice-reference.md --- Teams/dial-voice-reference.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/Teams/dial-voice-reference.md b/Teams/dial-voice-reference.md index 2d8999f2b5..a85df2f6f5 100644 --- a/Teams/dial-voice-reference.md +++ b/Teams/dial-voice-reference.md @@ -113,7 +113,7 @@ Callers can say names in the following formats: ### Dial by Name - Multiple users with the same name -If there are multiple users with the same name, it's possible that a dial by name search returns these users. In this case, the default behaviour is to say each name followed by the option to select. For example, if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: +If there are multiple users with the same name, it's possible that a dial by name search returns these users. In this case, the default behavior is to say each name followed by the option to select. For example, if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: For John Smith, press 1. For John Smith, press 2. From 82bd4a29a8d68941836bbc4ee574531f3bd6b5ba Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Thu, 21 Nov 2024 16:46:29 -0800 Subject: [PATCH 07/18] Update create-a-phone-system-call-queue.md Upading the Steps to create a Call queue section with the new Callback option --- Teams/create-a-phone-system-call-queue.md | 1 + 1 file changed, 1 insertion(+) diff --git a/Teams/create-a-phone-system-call-queue.md b/Teams/create-a-phone-system-call-queue.md index 6a98100956..586f679db4 100644 --- a/Teams/create-a-phone-system-call-queue.md +++ b/Teams/create-a-phone-system-call-queue.md @@ -59,6 +59,7 @@ The steps to set up a Call queue includes: 1. Set the greeting and music 1. Set up call answering 1. Choose and assign agents +1. Set up callback 1. Set up call exception handling 1. Set up authorized users From 1cad3bce5ab658a98441855b507ab4d9ccf21a40 Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Thu, 21 Nov 2024 16:52:58 -0800 Subject: [PATCH 08/18] Update create-a-phone-system-auto-attendant.md --- Teams/create-a-phone-system-auto-attendant.md | 12 ++++++------ 1 file changed, 6 insertions(+), 6 deletions(-) diff --git a/Teams/create-a-phone-system-auto-attendant.md b/Teams/create-a-phone-system-auto-attendant.md index a5899c847e..f60dc9d871 100644 --- a/Teams/create-a-phone-system-auto-attendant.md +++ b/Teams/create-a-phone-system-auto-attendant.md @@ -40,7 +40,7 @@ Auto attendants can redirect calls, based on callers' input, to one of the follo - In Microsoft 365 admin center, enable **Let people outside the organization email this team** for the Microsoft 365 group that you specify. - **External phone number** - any phone number. See [external transfer technical details](create-a-phone-system-auto-attendant.md?tabs=general-info#external-phone-number-transfers---technical-details). - **Announcement (Audio file)** - Play an audio file. The system plays the announcement, and then returns to the Auto attendant menu. See [Supported audio file formats](plan-auto-attendant-call-queue.md#supported-audio-file-formats). -- **Announcement (Typed)** - Type in a message. Text you want the system to read. You can enter up to 1000 characters. The system plays the announcement, and then returns to the Auto attendant menu. +- **Announcement (Typed)** - Type in a message. Text you want the system to read. You can enter up to 1,000 characters. The system plays the announcement, and then returns to the Auto attendant menu. > [!NOTE] > When redirecting calls to a **Person in the organization**, that person must be voice enabled. For details on enabling voice, see [Assign Teams add-on licenses to users](teams-add-on-licensing/assign-teams-add-on-licenses.md). @@ -107,7 +107,7 @@ Once you've set your Auto attendant's general info, select **Next**. - If you select **Play an audio file** you can use the **Upload file** button to upload a recorded greeting message saved as audio in .WAV, .MP3, or .WMA format. The recording can be no larger than 5 MB. -- If you select **Type a greeting message**, the system reads the text that you enter (up to 1000 characters) when the Auto attendant answers a call. +- If you select **Type a greeting message**, the system reads the text that you enter (up to 1,000 characters) when the Auto attendant answers a call. ### Route the call @@ -178,7 +178,7 @@ Your Auto attendant can have a call flow for each [Holiday you've set up](set-up 1. Choose the type of greeting that you want to use. -1. Choose if you want to **Disconnect**, **Redirect** or **Play menu options** the call. +1. Choose if you want to **Disconnect**, **Redirect**, or **Play menu options** the call. 1. If you chose to redirect, choose the call routing destination for the call. 1. If you choose to play menu options, configure the **Play menu options**. @@ -254,9 +254,9 @@ For more information, see [Set up authorized users](./aa-cq-authorized-users.md) ### Nested Auto attendants and call queues -Nested Auto attendants and Call queues (auto attendants and call queues that do not directly answer phone calls) no longer require a Resource Account and associated licensing. +Nested Auto attendants and Call queues (auto attendants and call queues that don't directly answer phone calls) no longer require a Resource Account and associated licensing. -Existing configurations that use Resource Accounts will continue to function and remain fully supported. A combination of both methods can be used at the same time. +Existing configurations that use Resource Accounts continue to function and remain fully supported. A combination of both methods can be used at the same time. For more information, see: @@ -278,7 +278,7 @@ New-CsAutoAttendantCallableEntity -Identity When a dial by name search returns multiple people with the same name, the results can now be enhanced by appending additional information after the name. This makes it easier for callers to reach the correct person. -The default is to only say the name however, the office or department information can now be added as part of the results. +The default is to only say the name however, the office, or department information can now be added as part of the results. For more information, see: From 1ebacf9f4aa298de5e63cf67b81019dc12bbfb36 Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Thu, 21 Nov 2024 16:58:26 -0800 Subject: [PATCH 09/18] Update dial-voice-reference.md --- Teams/dial-voice-reference.md | 10 +++------- 1 file changed, 3 insertions(+), 7 deletions(-) diff --git a/Teams/dial-voice-reference.md b/Teams/dial-voice-reference.md index a85df2f6f5..f804e6e8e6 100644 --- a/Teams/dial-voice-reference.md +++ b/Teams/dial-voice-reference.md @@ -58,6 +58,8 @@ Once the main address book settings are verified, the search then proceeds to ap > [!NOTE] > You can use the [Dial Scope](create-a-phone-system-auto-attendant.md?tabs=dial-scope) feature to narrow down the names that are reachable by changing the scope for a particular Auto attendant. > +> If more than 5 names remain after any Dial Scope Include or Exclude lists are applied, the search fails and the caller is told that too many names were found. +> > It might take up to 24 hours for Active Directory Address Book updates to be reflected in the Auto attendant search results. This timeframe also applies to the addition of new users or the removal of existing ones. ## Dial by Name - Keypad (DTMF) entry @@ -66,9 +68,6 @@ People calling in can use Dial by Name to reach users by specifying either the f When people search your organization's directory, they can use the '0' (zero) key to indicate a space between the first name and last name or last name and first name. When they enter a name, they're asked to terminate their keypad entry with the # key. For example, "After you enter the name of the person you're trying to reach, press #." If there are multiple names that are found, the person calling is given a list of names to select from. -> [!NOTE] -> If more than 5 names remain after any Dial Scope Include or Exclude lists are applied, the search fails and the caller is told that too many names were found. - People can search for names in your organization using the following search formats on their phone keypad: |Name format|Search type|Example|Search result| @@ -97,9 +96,6 @@ You can enable speech recognition for an Auto attendant, but phone keypad entry As with phone keypad entry, if multiple names are found, the person calling hears a list of names to select from. -> [!NOTE] -> If more than 5 names remain after any Dial Scope Include or Exclude lists are applied, the search fails and the caller is told that too many names were found. - Callers can say names in the following formats: |Name with speech|Search type|Example|Search result| @@ -119,7 +115,7 @@ For John Smith, press 1. For John Smith, press 2. For John Smith, press 3. -In these situations, the information the caller is presented with can be extended by configuring the [UserNameExtension](/powershell/module/teams/new-csautoattendant?view=teams-ps#-usernameextension) parameter. +In these situations, the information the caller is presented with can be extended by configuring the [UserNameExtension](/powershell/module/teams/new-csautoattendant#-usernameextension) parameter. The `UserNameExtension` specifies how to extend the information returned in a dial by name search with additional information. Possible values are: From e119a0a94055cce38c46d6d71179eab0cfcdcf0e Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Thu, 21 Nov 2024 17:10:37 -0800 Subject: [PATCH 10/18] Update aa-cq-cqd-historical-reports.md Adding note about limitation when searching by date and specifiying time. --- Teams/aa-cq-cqd-historical-reports.md | 3 +++ 1 file changed, 3 insertions(+) diff --git a/Teams/aa-cq-cqd-historical-reports.md b/Teams/aa-cq-cqd-historical-reports.md index 877f934241..d39dd79a83 100644 --- a/Teams/aa-cq-cqd-historical-reports.md +++ b/Teams/aa-cq-cqd-historical-reports.md @@ -605,6 +605,9 @@ A valid query consists of several attributes in a JSON object: - **LimitResultRowsCount**: the max count of rows returned by VAAC +>[!NOTE] +> When submitting a query that searches by `Date` and the search criteria includes both date and time (ISO 8601 format), the time portion will be ignored. + ## Accessing VAAC outside of Power BI Any application that can access RESTful web services can use the VAAC API to retrieve historical data. In the following example, [Postman](https://www.postman.com/) is used. From 172e289010679982cf766e4fd6abbd49524fb173 Mon Sep 17 00:00:00 2001 From: Colin Longman Date: Thu, 21 Nov 2024 17:24:40 -0800 Subject: [PATCH 11/18] Update create-a-phone-system-call-queue.md --- Teams/create-a-phone-system-call-queue.md | 2 -- 1 file changed, 2 deletions(-) diff --git a/Teams/create-a-phone-system-call-queue.md b/Teams/create-a-phone-system-call-queue.md index 120d0b7b8c..6d57d15566 100644 --- a/Teams/create-a-phone-system-call-queue.md +++ b/Teams/create-a-phone-system-call-queue.md @@ -310,8 +310,6 @@ Once you select your agent call routing options, select the **Next** button at t ## Step 5: Callback -### Callback - **Callback** allows *eligible* callers waiting in a call queue to receive a callback to the number they're calling from when an agent becomes available. A caller becomes eligible for callback based on any one of the following configured conditions coming true: From 4a382bc124bae7f78bb54d46a75e8232c6f2139e Mon Sep 17 00:00:00 2001 From: Mary-Katherine Bond Sims Date: Fri, 22 Nov 2024 12:52:01 -0500 Subject: [PATCH 12/18] Acrolinx and general edits --- Teams/aa-cq-cqd-historical-reports.md | 8 ++++---- 1 file changed, 4 insertions(+), 4 deletions(-) diff --git a/Teams/aa-cq-cqd-historical-reports.md b/Teams/aa-cq-cqd-historical-reports.md index d39dd79a83..8c3525222f 100644 --- a/Teams/aa-cq-cqd-historical-reports.md +++ b/Teams/aa-cq-cqd-historical-reports.md @@ -4,7 +4,7 @@ author: mkbond007 ms.author: mabond manager: pamgreen ms.reviewer: colongma -ms.date: 09/27/2024 +ms.date: 11/22/2024 ms.topic: article ms.tgt.pltfrm: cloud ms.service: msteams @@ -54,7 +54,7 @@ These reports use data from the Voice Applications Analytics Collector (VAAC) se You need to have Power BI Desktop installed. You can install and use the free version from the [Microsoft Windows Store](https://aka.ms/pbidesktopstore). > [!IMPORTANT] -> Power BI Desktop is updated and released on a monthly basis, incorporating customer feedback and new features. Only the most recent version of Power BI Desktop is supported; customers who contact support for Power BI Desktop will be asked to upgrade to the most recent version. You can get the most recent version of Power BI Desktop from the [Windows Store](https://aka.ms/pbidesktopstore), or as a single executable containing all supported languages that you [download](https://www.microsoft.com/download/details.aspx?id=58494) and install on your computer. +> Power BI Desktop is updated and released on a monthly basis, incorporating customer feedback and new features. Only the most recent version of Power BI Desktop is supported. Customers who contact support for Power BI Desktop are asked to upgrade to the most recent version. You can get the most recent version of Power BI Desktop from the [Windows Store](https://aka.ms/pbidesktopstore), or as a single executable containing all supported languages that you [download](https://www.microsoft.com/download/details.aspx?id=58494) and install on your computer. ### Power BI Service @@ -91,7 +91,7 @@ Use one of the following methods to control access to the historical reports: For more information, see [CQD access role](./turning-on-and-using-call-quality-dashboard.md#assign-admin-roles-for-access-to-cqd). > [!NOTE] - > If a user is assigned a CQD access role and a voice applications policy, the CQD role will take precendence and the user will see all the Auto attendants, Call queues and Agents in the tenant. + > If a user is assigned a CQD access role and a voice applications policy, the CQD role takes precendence and the user can see all the Auto attendants, Call queues, and Agents in the tenant. ## V3.x.x desktop installation @@ -606,7 +606,7 @@ A valid query consists of several attributes in a JSON object: - **LimitResultRowsCount**: the max count of rows returned by VAAC >[!NOTE] -> When submitting a query that searches by `Date` and the search criteria includes both date and time (ISO 8601 format), the time portion will be ignored. +> When you submit a query that searches by `Date`, and the search criteria includes both date and time (ISO 8601 format), the time portion is ignored. ## Accessing VAAC outside of Power BI From e385686817b8c37cc08ced843c3f711c362b976f Mon Sep 17 00:00:00 2001 From: Mary-Katherine Bond Sims Date: Fri, 22 Nov 2024 13:19:07 -0500 Subject: [PATCH 13/18] General edits --- Teams/create-a-phone-system-auto-attendant.md | 37 +++++++------------ 1 file changed, 14 insertions(+), 23 deletions(-) diff --git a/Teams/create-a-phone-system-auto-attendant.md b/Teams/create-a-phone-system-auto-attendant.md index f60dc9d871..bba4d66406 100644 --- a/Teams/create-a-phone-system-auto-attendant.md +++ b/Teams/create-a-phone-system-auto-attendant.md @@ -27,9 +27,9 @@ description: Learn how to set up and manage Auto attendants in Microsoft Teams. # Set up a Microsoft Teams Auto attendant -Auto attendants let people call your organization and navigate a menu system to speak to the right department, Call queue, person, or an operator. You can create Auto attendants for your organization with the Microsoft Teams admin center or with PowerShell. +Auto attendants let people call your organization and navigate a menu system to speak to the right department, Call queue, person, or operator. You can create Auto attendants for your organization with the Microsoft Teams admin center or with PowerShell. -Be sure you've read [Plan for Teams Auto attendants and Call queues](plan-auto-attendant-call-queue.md) and followed the [getting started steps](plan-auto-attendant-call-queue.md#getting-started) before you follow the procedures in this article. +Before you follow the procedures in this article, be sure you've read [Plan for Teams Auto attendants and Call queues](plan-auto-attendant-call-queue.md) and followed the [getting started steps](plan-auto-attendant-call-queue.md#getting-started). Auto attendants can redirect calls, based on callers' input, to one of the following destinations: @@ -55,7 +55,7 @@ Auto attendants can redirect calls, based on callers' input, to one of the follo ## What's new for Auto attendants in the past six months - November 21 - - [Dial by name improvements](#dial-by-name-improvements) when a search returns multiple people with the same name + - [Dial by name improvements](#dial-by-name-improvements) for when a search returns multiple people with the same name. - November 5 - [Nested Auto attendants and Call queues](#nested-auto-attendants-and-call-queues) no longer require a resource account and associated licensing. @@ -70,7 +70,7 @@ The steps to add an Auto attendant are: 1. Set up resource accounts. 1. Set up authorized users. -The steps outlined in the article create Auto attendants using the Teams admin center. For instructions to **create Auto attendants using PowerShell**, see [Creating Auto attendants with PowerShell cmdlets](create-a-phone-system-auto-attendant-via-cmdlets.md). +The steps outlined in the article create Auto attendants using the Teams admin center. For instructions on creating Auto attendants using PowerShell, see [Creating Auto attendants with PowerShell cmdlets](create-a-phone-system-auto-attendant-via-cmdlets.md). ## Follow these steps to set up your Auto attendant @@ -258,17 +258,11 @@ Nested Auto attendants and Call queues (auto attendants and call queues that don Existing configurations that use Resource Accounts continue to function and remain fully supported. A combination of both methods can be used at the same time. -For more information, see: - -|New-CsAutoAttendantCallableEntity | -|:---------------------------------------| -| [-Type ConfigurationEndPoint](/powershell/module/teams/new-csautoattendantcallableentity#-Type) | +For more information, see [New-CsAutoAttendantCallableEntity -Type ConfigurationEndPoint](/powershell/module/teams/new-csautoattendantcallableentity#-Type). #### PowerShell Example -##### Create a new callable entity to another Auto attendant or Call queue - -Create a new callable entity: +To create a new callable entity to another Auto attendant or Call queue, use the New-CsAutoAttendantCallableEntity cmdlet, as shown in the following example: ````PowerShell New-CsAutoAttendantCallableEntity -Identity -Type ConfigurationEndPoint @@ -278,23 +272,20 @@ New-CsAutoAttendantCallableEntity -Identity When a dial by name search returns multiple people with the same name, the results can now be enhanced by appending additional information after the name. This makes it easier for callers to reach the correct person. -The default is to only say the name however, the office, or department information can now be added as part of the results. - -For more information, see: +The default is to only say the name. However, the office or department information can now be added as part of the results. -|New-CsAutoAttendant | -|:---------------------------------------| -| [-UserNameExtension](/powershell/module/teams/new-csautoattendant#-UserNameExtension) | +For more information, see [New-CsAutoAttendant -UserNameExtension](/powershell/module/teams/new-csautoattendant#-UserNameExtension). ## Resources for complex scenarios ### External phone number transfers - technical details -Refer to the [Prerequisites](plan-auto-attendant-call-queue.md#prerequisites) in order to allow Auto attendants to transfer calls externally. In addition, +Refer to the [Prerequisites](plan-auto-attendant-call-queue.md#prerequisites) in order to allow Auto attendants to transfer calls externally. -- For a resource account with a [Calling Plan license](calling-plans-for-office-365.md) or [Operator Connect](operator-connect-plan.md) number, the external transfer phone number must be entered in E.164 format (+[country code][area code][phone number]). +In addition, for a resource account with a: -- For a resource account with a Microsoft Teams Phone License and Direct Routing online voice routing policy, the external transfer phone number format is dependant on the [Session Border Controller (SBC)](direct-routing-connect-the-sbc.md) settings. +- [Calling Plan license](calling-plans-for-office-365.md) or [Operator Connect](operator-connect-plan.md) number, the external transfer phone number must be entered in E.164 format (+[country code][area code][phone number]). +- [Microsoft Teams Phone license](setting-up-your-phone-system.md) and [Direct Routing online voice routing policy](direct-routing-voice-routing.md), the external transfer phone number format is dependant on the [Session Border Controller (SBC)](direct-routing-connect-the-sbc.md) settings. The outbound phone number that's displayed is determined as follows: @@ -307,7 +298,7 @@ In a Skype for Business hybrid environment, to transfer an Auto attendant call t ### Auto Attendant Diagnostic Tool -If you're an administrator, you can use the following diagnostic tool to validate that an Auto attendant is able to receive calls: +As an administrator, you can use the following diagnostic tool to validate that an Auto attendant is able to receive calls: 1. Select **Run Tests**, which populates the diagnostic in the Microsoft 365 Admin Center. @@ -316,7 +307,7 @@ If you're an administrator, you can use the following diagnostic tool to validat 1. In the Run diagnostic pane, enter the Resource Account in the **Username or Email** field, and then select **Run Tests**. -1. The tests identify tenant, policy, or resource account configurations that are preventing the Auto attendant from receiving calls and also provide steps to fix any problems identified. +The tests identify tenant, policy, or resource account configurations that are preventing the Auto attendant from receiving calls and also provide steps to fix any problems identified. ## Related articles From 47132b56d3e0f1e7134b4345533e67e3e4276590 Mon Sep 17 00:00:00 2001 From: Mary-Katherine Bond Sims Date: Fri, 22 Nov 2024 13:28:54 -0500 Subject: [PATCH 14/18] General edits --- Teams/create-a-phone-system-call-queue.md | 27 +++++++++-------------- 1 file changed, 10 insertions(+), 17 deletions(-) diff --git a/Teams/create-a-phone-system-call-queue.md b/Teams/create-a-phone-system-call-queue.md index 6d57d15566..5ad9480561 100644 --- a/Teams/create-a-phone-system-call-queue.md +++ b/Teams/create-a-phone-system-call-queue.md @@ -4,7 +4,7 @@ author: mkbond007 ms.author: mabond manager: pamgreen ms.reviewer: colongma -ms.date: 11/21/2024 +ms.date: 11/22/2024 ms.topic: article ms.assetid: 67ccda94-1210-43fb-a25b-7b9785f8a061 ms.tgt.pltfrm: cloud @@ -203,7 +203,7 @@ To **add a user** to the queue: To **add a group** to the queue: 1. Select **Add groups**, search for the group, select **Add**, and then select **Add**. - 1. You can use distribution lists, security groups, and Microsoft 365 groups or Microsoft Teams teams. + - You can use distribution lists, security groups, and Microsoft 365 groups or Microsoft Teams teams. > [!NOTE] > New users added to a group can take up to eight hours for their first call to arrive. @@ -213,13 +213,7 @@ To **add a group** to the queue: > [!IMPORTANT] > Known issue: Assigning private channels to Call queues > -> When using a private channel, calls are be distributed to all members of the team even if the private channel only has a subset of team members. -> -> You may experience this problem when trying to assign a private channel to a Call queue. This problem may occur even if the Call queue previously had a private channel assigned or if the private channel was previously assigned to a Call queue. -> -> If you already have private channels assigned to Call queues, they will continue to work. This problem only affects new assignments. -> -> Support continues to work on identifying the root cause of this problem. +> When using a private channel, calls are be distributed to all members of the team even if the private channel only has a subset of team members. You may experience this problem when trying to assign a private channel to a Call queue. This problem may occur even if the Call queue previously had a private channel assigned or if the private channel was previously assigned to a Call queue. If you already have private channels assigned to Call queues, they will continue to work. This problem only affects new assignments. Support continues to work on identifying the root cause of this problem. ### Conference mode @@ -232,12 +226,11 @@ Agents' Teams accounts must be set to TeamsOnly mode. Agents who don't meet the Once you select your call answering options, select the **Next** button at the bottom of the **Add a Call queue** page. -> [!NOTE] -> Conference mode isn't supported for calls that are routed to the queue from a Direct Routing gateway that's enabled for Location Based Routing. -> -> Conference mode is required if Teams users need to consult/transfer calls with Call queues. -> -> Agents may hear the configured music on hold in queue for up to 2 seconds when first joining the call. +Keep the following in mind: + +- Conference mode isn't supported for calls that are routed to the queue from a Direct Routing gateway that's enabled for Location Based Routing. +- Conference mode is required if Teams users need to consult/transfer calls with Call queues. +- Agents may hear the configured music on hold in queue for up to 2 seconds when first joining the call. > [!IMPORTANT] > Transfer mode (when conference mode is disabled) is now in legacy mode. Support for transfer mode is scheduled to be removed by the end of June 2025. @@ -574,7 +567,7 @@ For more information, see the following documentation: | [-NoAgentActionTarget](/powershell/module/teams/new-cscallqueue#-noagentactiontarget) | [-NoAgentActionTarget](/powershell/module/teams/set-cscallqueue#-noagentactiontarget) | -#### PowerShell Example +#### PowerShell example ##### Overflow to another Auto attendant or Call queue @@ -624,7 +617,7 @@ Set-CsCallQueue -Identity -OverflowAction Forward -NoAgentActio | **Miscellaneous** | | | | | | | | | | | Call toast shows Resource Account Name | Y | N | Y | N | Y | | Y | Y | | | Click-to-call | Y | N | N | N | N | N | Y | Y | | -| [Compliance recording](teams-recording-policy.md) | | | | | | | | | Not fully supported | +| Compliance recording | | | | | | | | | See [Compliance recording](teams-recording-policy.md) | | [Location based routing](location-based-routing-plan.md#inbound-calls-through-auto-attendants) | N/A | N/A | N/A | N/A | N/A | N/A | N/A | N/A | Not supported | #### Notes From ac1ce5daa40a780f5db6265437b27b60a8095a71 Mon Sep 17 00:00:00 2001 From: Mary-Katherine Bond Sims Date: Fri, 22 Nov 2024 13:34:07 -0500 Subject: [PATCH 15/18] More general edits --- Teams/create-a-phone-system-auto-attendant.md | 19 ++++++++----------- 1 file changed, 8 insertions(+), 11 deletions(-) diff --git a/Teams/create-a-phone-system-auto-attendant.md b/Teams/create-a-phone-system-auto-attendant.md index bba4d66406..93ccedfed8 100644 --- a/Teams/create-a-phone-system-auto-attendant.md +++ b/Teams/create-a-phone-system-auto-attendant.md @@ -89,9 +89,7 @@ To set up an Auto attendant, in the [Teams admin center](https://admin.teams.mic 1. Specify a [supported language](create-a-phone-system-auto-attendant-languages.md) for this Auto attendant. This language is used for system-generated voice prompts. > [!IMPORTANT] - > When using *Text to Speech*, the text must be entered in the selected language as the system doesn't perform translation. - > - > All words are pronounced in the selected language. + > When using *Text to Speech*, the text must be entered in the selected language as the system doesn't perform translation. All words are pronounced in the selected language. 1. Choose if you want to enable voice inputs. When enabled, the name of every menu option becomes a speech-recognition keyword. For example, callers can say "One" to select the menu option mapped to key 1, or they can say "Sales" to select the menu option named "Sales." If you choose a language in Step 4 that doesn't support voice inputs, this option isn't available. @@ -137,9 +135,8 @@ If you assign dial keys to destinations, we recommend that you choose **None** f If you didn't assign dial keys, then choose an option for **Directory search**. -**Dial by name** - If you enable this option, callers can say the user's name or type it on the telephone keypad. Any online user or any user hosted on-premises using Skype for Business Server, is an eligible user and can be found with Dial by name. - -**Dial by extension** - If you enable this option, callers can connect with users in your organization by dialing their phone extension. Any online user or any user hosted on-premises using Skype for Business Server, is an eligible user and can be found with **Dial by extension**. (You can set who is and isn't included in the directory on the [Dial scope](?tabs=dial-scope) page.) +- **Dial by name** - If you enable this option, callers can say the user's name or type it on the telephone keypad. Any online user or any user hosted on-premises using Skype for Business Server, is an eligible user and can be found with Dial by name. +- **Dial by extension** - If you enable this option, callers can connect with users in your organization by dialing their phone extension. Any online user or any user hosted on-premises using Skype for Business Server, is an eligible user and can be found with **Dial by extension**. (You can set who is and isn't included in the directory on the [Dial scope](?tabs=dial-scope) page.) > [!NOTE] > If you want to use both the **Dial by name** and **Dial by extension** features, you can assign a dial key on your main Auto attendant to reach an Auto attendant enabled for **Dial by name**. Within that Auto attendant, you can assign the 1 key (which has no letters associated with it) to reach the **Dial by extension** Auto attendant. @@ -180,8 +177,8 @@ Your Auto attendant can have a call flow for each [Holiday you've set up](set-up 1. Choose if you want to **Disconnect**, **Redirect**, or **Play menu options** the call. - 1. If you chose to redirect, choose the call routing destination for the call. - 1. If you choose to play menu options, configure the **Play menu options**. + - If you chose to redirect, choose the call routing destination for the call. + - If you choose to play menu options, configure the **Play menu options**. 1. Select **Save**. @@ -260,13 +257,13 @@ Existing configurations that use Resource Accounts continue to function and rema For more information, see [New-CsAutoAttendantCallableEntity -Type ConfigurationEndPoint](/powershell/module/teams/new-csautoattendantcallableentity#-Type). -#### PowerShell Example +#### PowerShell example To create a new callable entity to another Auto attendant or Call queue, use the New-CsAutoAttendantCallableEntity cmdlet, as shown in the following example: -````PowerShell +```PowerShell New-CsAutoAttendantCallableEntity -Identity -Type ConfigurationEndPoint -```` +``` ### Dial by name improvements From 2bbb3b34400b2c7a64b3ffbb0020938100aaec30 Mon Sep 17 00:00:00 2001 From: Mary-Katherine Bond Sims Date: Fri, 22 Nov 2024 14:04:08 -0500 Subject: [PATCH 16/18] Update dial-voice-reference.md --- Teams/dial-voice-reference.md | 55 ++++++++++++++++++++++------------- 1 file changed, 34 insertions(+), 21 deletions(-) diff --git a/Teams/dial-voice-reference.md b/Teams/dial-voice-reference.md index f804e6e8e6..40e5b60481 100644 --- a/Teams/dial-voice-reference.md +++ b/Teams/dial-voice-reference.md @@ -4,7 +4,7 @@ author: mkbond007 ms.author: mabond manager: pamgreen ms.reviewer: colongma -ms.date: 09/17/2024 +ms.date: 11/22/2024 ms.topic: article ms.tgt.pltfrm: cloud ms.service: msteams @@ -14,9 +14,9 @@ ms.collection: - m365initiative-voice - tier1 audience: Admin -appliesto: - - Skype for Business +appliesto: - Microsoft Teams + - Skype for Business ms.localizationpriority: medium f1.keywords: - CSH @@ -30,7 +30,7 @@ description: Learn about the Auto attendant and Call queue dialing and voice rec --- # Auto attendant and Call queue dialing and voice recognition reference -Dial by Name or Extension is an Auto attendant feature that enables callers to reach Teams users in your organization. Using their voice or phone keypad callers can say or enter the full or partial name, or extension of the person they would like to reach. The Auto attendant searches the company directory, locates the person, and then transfers the caller to them. Dial by Name or Dial by Extension are options you set up when you [configure the call flow settings in an Auto attendant](create-a-phone-system-auto-attendant.md?tabs=call-flow). +Dial by Name or Extension is an Auto attendant feature that enables callers to reach Teams users in your organization. Callers can use their voice or phone keypad to say or enter the full or partial name or extension of the person they would like to reach. The Auto attendant searches the company directory, locates the person, and then transfers the caller to them. As an admin, Dial by Name or Dial by Extension are options you set up when you [configure the call flow settings in an Auto attendant](create-a-phone-system-auto-attendant.md?tabs=call-flow). ## Searching for users @@ -109,25 +109,25 @@ Callers can say names in the following formats: ### Dial by Name - Multiple users with the same name -If there are multiple users with the same name, it's possible that a dial by name search returns these users. In this case, the default behavior is to say each name followed by the option to select. For example, if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: +If there are multiple users with the same name, it's possible that a Dial by Name search returns these users. In this case, the default behavior is to say each name followed by the option to select. For example, if the caller searches for `John Smith` and there are three people with that name in the organization, the caller hears: -For John Smith, press 1. -For John Smith, press 2. -For John Smith, press 3. + For John Smith, press 1. + For John Smith, press 2. + For John Smith, press 3. -In these situations, the information the caller is presented with can be extended by configuring the [UserNameExtension](/powershell/module/teams/new-csautoattendant#-usernameextension) parameter. +In these situations, you can extend the information the caller is presented with by configuring the [-UserNameExtension](/powershell/module/teams/new-csautoattendant#-usernameextension) parameter. -The `UserNameExtension` specifies how to extend the information returned in a dial by name search with additional information. Possible values are: +The `-UserNameExtension` parameter specifies how to extend the information returned in a Dial by Name search with additional information. Possible values are: -- None: Default value, which means the username is pronounced as is. -- Office: Adds office information from the user profile. -- Department: Adds department information from the user profile. +- **None**: The username is pronounced as is. This is the default value. +- **Office**: Adds office information from the user profile. +- **Department**: Adds department information from the user profile. -If the UserNameExtension is configured with `Department`, then if the caller searches for `John Smith` and there were 3 people with that name in the organization, the caller hears: +If `-UserNameExtension` is configured with `Department`, and if the caller searches for `John Smith` when there are three people with that name in the organization, the caller hears: -For John Smith in accounting, press 1. -For John Smith in sales, press 2. -For John Smith in support, press 3. + For John Smith in accounting, press 1. + For John Smith in sales, press 2. + For John Smith in support, press 3. ### Dial by Extension @@ -146,11 +146,22 @@ The required format to enter the extension in the user phone number field can be - *+\x\* - *x\* -- Example 1: Update-MgUser -UserId 'usern@domain.com' -MobilePhone '15555555678;ext=5678' -- Example 2: Update-MgUser -UserId 'usern@domain.com' -MobilePhone '+15555555678x5678' -- Example 3: Update-MgUser -UserId 'usern@domain.com' -MobilePhone 'x5678' +Example 1: + +```PowerShell +Update-MgUser -UserId 'usern@domain.com' -MobilePhone '15555555678;ext=5678' +``` +Example 2: -You can set the extension in the [Microsoft 365 admin center](https://admin.microsoft.com/) or the [Microsoft Entra admin center](https://aad.portal.azure.com). +```PowerShell +Update-MgUser -UserId 'usern@domain.com' -MobilePhone '+15555555678x5678' +``` + +Example 3: +```PowerShell +Update-MgUser -UserId 'usern@domain.com' -MobilePhone 'x5678' +``` +You can set the extension in the [Microsoft 365 admin center](https://admin.microsoft.com/) or the [Microsoft Entra admin center](https://aad.portal.azure.com). For more information on the Update-MgUser cmdlet, see [Update-MgUser](/powershell/module/microsoft.graph.users/update-mguser). > [!NOTE] > If using the TelephoneNumber field to define the extension, Microsoft recommends that you use the format *+\;ext=\*. If the user is also assigned a Teams Phone Number, you should define both numbers the same way. @@ -181,6 +192,8 @@ The following voice commands are available for speech recognition: ## Related articles +[Plan for Teams Auto attendants and Call queues](plan-auto-attendant-call-queue.md) + [Getting service phone numbers for Skype for Business and Microsoft Teams](./getting-service-phone-numbers.md) [Country and region availability for Audio Conferencing and Calling Plans](country-and-region-availability-for-audio-conferencing-and-calling-plans/country-and-region-availability-for-audio-conferencing-and-calling-plans.md) From c0a3243f29601064ca9d5400d83cf31321777b14 Mon Sep 17 00:00:00 2001 From: Mary-Katherine Bond Sims Date: Fri, 22 Nov 2024 15:22:55 -0500 Subject: [PATCH 17/18] Minor formatting --- Teams/dial-voice-reference.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/Teams/dial-voice-reference.md b/Teams/dial-voice-reference.md index 40e5b60481..aa0bdf9f19 100644 --- a/Teams/dial-voice-reference.md +++ b/Teams/dial-voice-reference.md @@ -125,9 +125,9 @@ The `-UserNameExtension` parameter specifies how to extend the information retur If `-UserNameExtension` is configured with `Department`, and if the caller searches for `John Smith` when there are three people with that name in the organization, the caller hears: - For John Smith in accounting, press 1. - For John Smith in sales, press 2. - For John Smith in support, press 3. + For John Smith in accounting, press 1. + For John Smith in sales, press 2. + For John Smith in support, press 3. ### Dial by Extension From 225b61bf049b180d7baef84ce67ae4d298bfddcb Mon Sep 17 00:00:00 2001 From: Mary-Katherine Bond Sims Date: Fri, 22 Nov 2024 15:26:55 -0500 Subject: [PATCH 18/18] Fix indention error --- Teams/dial-voice-reference.md | 12 ++++++------ 1 file changed, 6 insertions(+), 6 deletions(-) diff --git a/Teams/dial-voice-reference.md b/Teams/dial-voice-reference.md index aa0bdf9f19..b0af9b3172 100644 --- a/Teams/dial-voice-reference.md +++ b/Teams/dial-voice-reference.md @@ -111,9 +111,9 @@ Callers can say names in the following formats: If there are multiple users with the same name, it's possible that a Dial by Name search returns these users. In this case, the default behavior is to say each name followed by the option to select. For example, if the caller searches for `John Smith` and there are three people with that name in the organization, the caller hears: - For John Smith, press 1. - For John Smith, press 2. - For John Smith, press 3. +- For John Smith, press 1. +- For John Smith, press 2. +- For John Smith, press 3. In these situations, you can extend the information the caller is presented with by configuring the [-UserNameExtension](/powershell/module/teams/new-csautoattendant#-usernameextension) parameter. @@ -125,9 +125,9 @@ The `-UserNameExtension` parameter specifies how to extend the information retur If `-UserNameExtension` is configured with `Department`, and if the caller searches for `John Smith` when there are three people with that name in the organization, the caller hears: - For John Smith in accounting, press 1. - For John Smith in sales, press 2. - For John Smith in support, press 3. +- For John Smith in accounting, press 1. +- For John Smith in sales, press 2. +- For John Smith in support, press 3. ### Dial by Extension