General description
The Automated Attendent is call routing available native in your Skype for Business client. Automated attendent provides more routing capabilities than normal Response Group configurations.
Features:
...
- Voicemail
- Skype for Business address
- Queues
- PSTN number
...
- Longest Idle
- Fewest Calls
- Round robin
- Serial
- Parallel
...
- Max calls
- Max waiting time
...
Attendant software includes, among other things, Voice Response and ACD functionality and is designed to efficiently answer incoming calls of the main telephone number of an organization. The call will be answered on the first ring based on: time of day, day of week, week of month, month of the year. The software welcomes the caller (prompt) and connects the caller to an extension or group number. If there is no answer, or when a busy signaling is received, the caller is put on hold in order of receipt and provided with music on hold and/or a hold position. After x period the caller will hear a menu that allows the caller, based on a self-service menu, to be routed to a particular department (sales, help-desk, etc.). In the evening, weekend or holiday period a different routing menu may apply.
Type of application
The Automated Attendant is a hosted service of the Voice of O365. The application can be used per telephone, for example: the general number of the organization.
Target group
SME market place. Answered calls can be routed to a maximum of 4 people.
The application
Below is an outline of the application (flow) and her operation, the route a ‘caller’ experiences when the organization is contacted by telephone. It is this flow that should be used in the design of the Automated Attendant software.