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Teams Telephony | Auto Attendant

An Auto Attendant is a feature that automatically answers incoming calls and directs them to the correct destination according to predefined rules. It is used to provide option menus, out-of-hours messages, and to route calls to Call Queues, users or external numbers.

 

How does it work?

  • Unique number
    A phone number (or extension) is assigned to the Auto Attendant. All incoming calls go through it.
  • Welcome message (optional)
    An initial greeting is played to inform the caller.
  • Option menu (IVR)
    The caller can choose between several options (for example:
    • "Access and Admission Tests for Undergraduate Studies, press 1."  
    • “Enrolment and Refund of Public Fees, press 2.”

Each option directs the call to a Call Queue, a user or an external number.

  • Opening hours control
    The Auto Attendant allows you to define service hours:
    • Within opening hours: applies the normal menu.
    • Out of hours: plays a specific message and can divert to voicemail or end the call.

It also allows you to define automatic holiday periods, which can be scheduled in advance.

  • Languages and accessibility
    Multiple languages and options for people with hearing disabilities can be configured.


Additional actions

  • Transfer directly to a user.
  • Redirect to a Call Queue (load balancing) or to another Auto Attendant (multi-level service).
  • Send to voicemail.

 

What does the user need to use the auto attendant?

No direct action is required from the end user: everything is managed by the administrator. The caller interacts with the menu via keypad (DTMF).


Key difference with a Call Queue

  • An Auto Attendant organises and routes calls (with schedules and menus).

  • A Call Queue distributes calls among agents (without schedule control).

     

How are they identified?

The few that we have at the moment are already created and rarely changed. All are identified by the centre's acronym and a common, descriptive name.

As with Call Queues, almost all are among the first centre numbers, among which the following stand out:

  • Centre presence ("CSDMM - Centre").
  • Common services ("RCT - Student Support Service")

 

What can be requested through Support Service?

In general, there are several common requests:

  • Modify behaviours, structure, waiting times, exit points, description and names, etc.

  • Create new Auto Attendants or delete existing ones.

     

Note

All Auto Attendant configuration must be carried out from the Teams management console, so it is necessary to coordinate any changes with the Corporate Telephony staff.