Overview of Unified Messaging: Exchange 2. Help. Unified Messaging enables you to create one or more UM auto attendants, depending on the needs of your organization. UM auto attendants can be used to create a voice menu system for an organization that lets external and internal callers move through the UM auto attendant menu system to locate and place or transfer calls to company users or departments in an organization. When anonymous or unauthenticated users call an external business telephone number, or when internal callers call a defined extension number, they're presented with a series of voice prompts that help them place a call to a user or locate a user in the organization and then place a call to that user. The UM auto attendant is a series of voice prompts or . Unified Messaging. The UM auto attendant lets callers move through the menu system, place calls, or locate users by using DTMF or voice inputs. However, for automatic speech recognition (ASR) or voice inputs to be used, you must enable ASR on the UM auto attendant. Important. In some companies (especially in East Asia), office telephones may not have letters on the keys of the telephone. This makes the spell- the- name feature that uses the DTMF interface almost impossible without a working knowledge of the key mappings. By default, Unified Messaging uses the E. For example, 2=ABC, 3=DEF, 4=GHI, 5=JKL, 6=MNO, 7=PQRS, 8=TUV, and 9=WXYZ. When a combination of letters and numbers is inputted, for example . For an e- mail alias of . Also, there won't be a telephone key equivalent for characters other than A- Z and 0- 9. Therefore, these characters shouldn't be entered. For example, the e- mail alias . Even though there are 1. Enables a caller to connect to the telephone of, or leave a message for, members of the organization. In Active Directory, each UM auto attendant created is represented as an object. There is no limit to the number of UM auto attendants you can create in Active Directory. Each auto attendant can support an unlimited number of extensions. Deploying and Managing Microsoft Exchange 2010 Unified Messaging. This course provides information on planning and managing Microsoft Exchange Server 2010 Unified Messaging. The unified messaging server is a server role in Exchange Server 2007 and Exchange Server 2010 that integrates users' voice mail with Exchange email. Continue Reading About unified messaging server (UM server). A UM auto attendant is associated with one, and only one, UM dial plan. However, UM auto attendants can reference or link to other UM auto attendants. An incoming call that is received from an external telephone number or an internal telephone extension is processed by a UM server and then sent to a UM auto attendant that has been created. The UM auto attendant is configured by the system administrator to use prerecorded voice (. UM menu system. When you configure a UM auto attendant, you can customize all the . For more information about custom prompts in Unified Messaging, see Understanding Unified Messaging Audio Prompts.
For more information about message flow with UM auto attendants, see Unified Messaging Auto Attendant Call Processing. Return to top. Auto Attendant with Multiple Languages. There are situations in which you may have to provide callers with auto attendants that have different languages. The language setting that's available on a UM auto attendant lets you configure the default prompt language on the auto attendant. When you're using the default system prompts for the auto attendant, the default prompt language is the language that the caller will hear when the auto attendant answers the incoming call. This language setting will affect only the default system prompts that are provided when the Unified Messaging server role is installed. This setting won't affect custom prompts that have been configured on an auto attendant. The language selected as the default for the auto attendant is based on the version of Exchange 2. When you install the U. S.- English version of Exchange 2. UM auto attendants: U. S. However, if you install a localized version of Exchange 2. Japanese, you'll be able to configure the auto attendant you create to use Japanese or U. S. English as the default language. Additional UM language packs can be installed on a UM server to let you use other default language options on an auto attendant. For example, if you have a business that's based in the United States but requires a menu system that gives callers the options of moving through the system in U. S. English, Spanish, and French, you have to first install the UM language packs that you need. In this case, if you've installed the U. S.- English version of Exchange 2. UM language packs for Spanish and French. However, because a UM auto attendant can have only one language configured at a time, you'd create four auto attendants: a main auto attendant configured to use U. S. English and then one auto attendant for each language: U. S. English, Spanish, and French. You'd then configure the main auto attendant to have the appropriate key mappings to access the other auto attendants you've created for each language. In this example, the main auto attendant would answer the incoming call and the caller would hear, . For English, press or say 1. For Spanish, press or say 2. For French, press or say 3. The Human Resources, Administration, and Accounting departments have internal telephone extensions and must be accessed from the Corporate Offices UM auto attendant. To create a UM auto attendant structure that supports this scenario, create and configure three UM auto attendants that have the appropriate external telephone numbers. Create three other UM auto attendants for each department in the Corporate Offices. Then you configure each UM auto attendant based on your requirements, such as the greeting type or other navigational information. The following figure is a graphical representation of how UM auto attendants can be used in Example 1. How to configure multiple UM auto attendants with multiple outside business telephone lines. Example 2. When an external caller calls the main number, the UM auto attendant answers and prompts the caller by saying, . Please press or say 'One' to be transferred to corporate administration. Please press or say 'Two' to be transferred to product support. Please press or say 'Three' to be transferred to corporate information. Please press or say 'Zero' to be transferred to the operator. The following figure is a graphical representation of how UM auto attendants can be used in Example 2. How to configure multiple UM auto attendants with a single outside business telephone line.
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