Welcome to Sele Training and I am Jason Sele. I need to show you one of the
coolest things that Microsoft has just recently added. If you go on to your
Admin Center in Office 365 you can click on the Skype for Business link and
something that they've added is really slick. I've been waiting for this for almost a
year. It's basically under this call routing
area and it is actually an auto attendant. So if you've been able to set
up your phones and have people use headsets to be able to communicate back
and forth to each other that's wonderful and you know people can
make calls then you can receive calls but one of the things that's been
missing is your main line and the ability to take your incoming calls
route them to customer service, to salespeople, whatever it might be and
have a menu for that. So this is what they've done. They've added this
capability. So for example, I'm going to go into one of our main lines that we've
set up and edit it and in the auto attendant configuration area this is
what you'll see. You give it a name, you assign one of your phone numbers and you
can actually select that number from any of the added service numbers. You have
your Skype user numbers and you have service numbers and it gives you a
limited number of those. So you can add a phone number and you can set it up there
or you can port your main line over and actually make it work that way. Set up
your time zone, set the language, you can turn on speech recognition which allows
the callers that call in to actually say a name and it will detect that and
automatically connect to that line that extension. Then you can establish an
operator and assign somebody that's listed in your group list. However
on the left here you've got hours of operation. You can actually pick 24/7 or
you can set it up to custom and pick a block of time that you might want to
make it available. Then under Business Hours Call Handling this is where the
good stuff comes in. So you can choose to have a company greeting and it gives you
the option to create a custom greeting or upload an audio file. So the nice
thing is if you just come in here and type in "hello this is so-and-so company
press 1 2 3" or whatever you want to say, you can actually record that or enter
it as a text and the system will automatically read it through the
computer voice which is pretty cool. The other option you can do is you can set
it up as an audio file and then just upload that. It doesn't matter what it is
because that's what's being presented when the person you know calls in and
it answers the first message that they'll hear. So based on whatever you
tell them they can then select from a list. So in this situation what happens
to the calls after the greeting you can disconnect, you could redirect a call, or
you can play a menu which is what we've done in this situation. When you select
this you can change it to a custom prompt or again you can upload an audio
file. So separate from your main call in you can actually have a menu that is an
audio file or type in and in this case we've typed in "You know the name of the
person you want to reach, say it at any time, for the shipping department press 1,
for other site service press 2, customer service 3, etc so you can put in
whatever menu you want, you can turn on the ability to dial my name and you can
see right here it enables callers to reach people by name. Then you just click
on the buttons that you would actually have that person press and then you
define each one of those buttons with what it's name is. That can just be what
generic name you want to give it, you can tell it it's a person in the company if
it's going to an individual person or you can have it go to a call queue which
I'll show you in a second or you can have it wrap back around into another
auto attendant so it gives you the ability to select from any of those and
then you put the name or the group or whatever auto attendant you're trying
to connect to or call queue. And then finally have a dial scope. This gives you
the ability to include your entire AD list or you can exclude certain names
from the list if you don't want people to be able to select those from the menu.
You hit save and your auto attendant's ready to go. Let's come over here and
take a look at call queues. I'm gonna click Add. You can actually give
it a name that's real similar to the auto attendant. You're going to give it an
assigned number. You can pick which domain you want to choose if you have multiple
domains in your office 365 environment and in this case it wants you to select
from a greeting and it apparently only allows you to upload an audio file. It
doesn't let you type in the text that you want to read. You can tell it you
want music on hold, you can create a distribution list in your AD environment
and actually assign that as the call agents and then you can tell it the
maximum number of calls you want in the queue so what this is essentially for is
let's say you have a sales group and you have a call-in line. It goes to the main menu,
you hit an option to get to a sales group and then it puts you in a
round-robin queue or a pool of up to 50 calls at one time and what
those callers will hear is that on-hold music after they hear the intro and
they'll sit in that queue and you can tell it how long you want them to be
there for a maximum of twenty minutes.
When the maximum number of calls is reached, in other words if too many
people are trying to connect, what do you want to do. Just disconnect them, forward
them to yet another call number, leave a message, whatever you want to do
and then you can limit the length of time. And when it's all done, they've
reached that time limit, you can disconnect so you can have multiple
queues, you just keep creating lists of them and then with your auto attendant
you can actually direct to the queue that you want to based on different
criteria. So if you think about all the power that you have here you've got a
lot of flexibility. You can create multiple auto attendants. You can create
multiple queues. You can direct to individuals, AD groups, to call queues
with multiple people. Very flexible and when you wrap all the pieces
together when you're calling that main line you're actually going to have this
menu system that redirects people around wherever you want to go. Very cool. Very
very desirable feature. One of the main things that Microsoft's been asked to
add to the Skype Phone capability and so far I would give it a A+, excellent.
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