Advanced settings - Call Flow After Hours Subtab

Description: Within this guide, you will discover details regarding the advanced configurations for auto-attendants in Microsoft Teams. This article will present an extensive overview of the Call Flow After Hours subtab.

Auto attendants allow individuals to contact your organization and use a menu system to connect with the appropriate department, call queue, individual, or operator. You have the option to create these auto attendants for your organization using either the Microsoft Teams admin center or Ooma Enterprise Admin portal.

To set up an auto attendant, go to Microsoft Teams admin center. Locate and select the "Voice" option in the left-hand menu of the page to expand it.

Once the content is displayed, choose the "Auto-attendant" option.

After that, you will be taken to the "Auto attendants" page, which displays a table of existing auto attendants. 

When you are in the process of either creating a new auto attendant by pressing the "+Add" button or modifying an existing one by pressing the "Edit" button, you will come across an additional tab called "Advanced settings." Within this tab, there are five subtabs, which will be explained in detail below.

This article will present an extensive overview of the Call Flow After Hours subtab.

Call Flow After Hours Subtab

Within this subtab, you have the ability to configure the call handling parameters of the auto attendant specifically for after-hours scenarios. There are three parameters that you are able to configure here:

• Business and after hours: in this particular section of the subtab, you can establish custom working hours for the configured auto attendant. In this section, you'll discover the schedule table that allows you to define custom timings for each day.

At the very top of this table, there is a field named "Set business hours." When you click on this field, a drop-down menu will appear, offering various options that modify the appearance of the table.

• Different hours every day: if you choose this option, the table will retain its current format, enabling you to set distinct working hours for each day of the week.
• Same hours every day: selecting this option will simplify the table, displaying only two lines. This format permits you to set custom hours for both workdays and weekends.

To mark a day as closed, simply uncheck the corresponding box in the schedule table.

When you click on the time field, a dropdown menu with various options will appear for you to choose from.

After selecting the start and end times, the system will automatically recalculate the schedule for the configured day and display a summary of this information in the last column of the schedule table.

Multiple operating time periods can be set for a day. To add an additional operating period, click on the Plus badge. 

This action will create a new line with additional fields for the start and end times.

Once you fill out these fields, the system will automatically recalculate the schedule for the configured day and provide a summary of this information in the last column of the schedule table.

• Greeting options: within this section, you have the ability to choose the option that dictates how a caller will be greeted when connecting with the auto attendant during the hours configured above.

• No greeting: by choosing this option, the caller will not receive any greeting upon connecting with the auto attendant.

• Play an audio file: when you opt for this choice, you can set up a custom audio file to be played as the greeting. After selecting this option, the "Upload file" button will appear, enabling you to upload your desired audio file from your computer into the configured auto attendant.

• Add a greeting message: upon choosing this option, you can manually type a greeting message ranging from 10 to 1000 characters. This typed message will then be converted to voice and used as the greeting for the auto attendant.

• Call routing options: you have the ability to configure the call routing options for the calls received during the hours configured above.

• Disconnect: by choosing this option, a caller will be disconnected after listening to the greeting message (if it has been set up).

• Redirect call: when you opt for this option, you can set up the redirection process for incoming calls after they have listened to the greeting message (if it has been set up).

Upon selecting this option, a new field will appear, allowing you to access a drop-down list of redirecting options.

• Person in organization: by selecting this option, you can assign a person from your organization to whom an incoming call will be redirected. Once you choose this option, a new field will appear, functioning as a search bar.

• Voice app: by selecting this option, you can redirect an incoming call to a Voice App of your choice. Once you choose this option, a new field will appear, functioning as a search bar. In this search bar, you can look for a specific Voice App registered in the system.

• External phone number: by selecting this option, you can redirect an incoming call to an external phone number of your choice. After selecting this option, two new fields will appear sequentially. The first field will prompt you to enter the country calling code.

The second field will require you to input the phone number associated with the selected region.

• Voicemail: by selecting this option, you can redirect an incoming call to a Voicemail of your choice. Once you choose this option, several new fields will appear. The first one will be functioning as a search bar. In this search bar, you can look for a specific Voicemail registered in the system.

Two additional fields function as toggle switches, providing you with the ability to activate specific features.

• Transcription: by enabling the first toggle switch, the message left by a caller in the selected Voicemail will be transcribed.

• Skip voicemail system message: turning this option on will skip the voicemail message "Please leave a message after the tone. When you have finished please hang up or press the hash key for more options." Callers will only hear the beep and can start recording their message.

• Play menu options: upon selecting this option, you will have the capability to create a custom interactive menu for the caller. This menu allows the caller to press key combinations to perform specific actions.

There are three parameters that need to be configured here:

• Force Listen: when this feature is enabled, callers will have to listen to the entire menu message before being able to enter their selection. Any caller input prior to the end of the menu is ignored. We recommend including information at the start of the menu message instructing callers to wait until the end to make their selection.

• Set up the greeting: this parameter follows the same configuration pattern as the previously described "Greeting options" parameter given on this tab. 
• Set menu options: in this section, you have the ability to set key press rules that callers can use to perform certain actions when prompted to use this menu within the call flow. Here you can find the table of existing menu options and the action buttons:

Each key press rule offers the option of a voice command, which can be configured when you enable the Voice Inputs option on the General Info tab.

• Expand all dial keys: when you press this button, it will expand the list of all key press options, allowing you to assign commands to specific keys.

To accomplish this, simply choose the line corresponding to the desired key and click on the field in the "Redirect to" column to select an action.

Once you perform the above step, a dropdown list of options will become visible, allowing you to make your selection. This parameter follows the same configuration pattern as the previously described "Redirect to" option of the "Call routing" parameter given on this tab. The only new options are "Operator" and both "Announcements." 

• Operator: after choosing this option, you can configure an operator to be available when the selected key is pressed.

To create an operator, click on the "Set up" button. This action will bring up a form on the right-hand side of the page, enabling you to configure a new operator.

Here you need to configure:

• Destination for your operator: when you click on this field, a dropdown list of destinations will appear, giving you various options to choose from.

• No operator: selecting this option means that no one will be assigned to the configured key press rule.
• Person in organization: by selecting this option, you can select a person from your organization who will be assigned as the operator to the configured key press rule. Once you choose this option, a new field will appear, functioning as a search bar.

• Voice App: by selecting this option, you can select a Voice App which will be assigned as the operator to the configured key press rule. Once you choose this option, a new field will appear, functioning as a search bar.

• External Phone Number: by selecting this option, you can enter an external phone number of your choice as the operator to be assigned to the configured key press rule. After selecting this option, two new fields will appear sequentially. The first field will prompt you to enter the country calling code.

The second field will require you to input the phone number associated with the selected region.

• Announcement (file): by selecting this option, you can assign a custom audio file to the configured key press rule. After selecting this option, the "Upload file" button will appear, enabling you to upload your desired audio file from your computer.

• Announcement (message): by selecting this option, you can manually type a message with a length ranging from 10 to 1000 characters. This typed message will then be converted to voice and used as the message assigned to the configured key press rule.

• Assign a dial key: when you press this button, you will have the ability to create custom key press rules one at a time. Each new rule that appears in the table requires the configuration of three parameters. 

• Dial Key: upon clicking this field, a dropdown list of key options will be displayed. 

Please be aware that the list of options expands upwards.

• Voice command: each key press rule offers the option of a voice command, which can be configured when you enable the Voice Inputs option on the General Info tab.
• Redirect to: when you click on this field, a dropdown list of destinations will appear, giving you various redirection options to choose from.

This parameter follows the same configuration pattern as the previously described "Redirect to" parameter that becomes visible when you select the "Expand all dial keys" option for setting the menu configuration.

• Delete: to remove the configured key press rule, you can easily do so by checking the desired line in the table of existing menu options (which will change its color to blue) and then clicking on the "Delete" button.

• Directory search: in this section, which becomes visible only when the "play menu options" feature is enabled, you have the opportunity to configure the method by which the directory search will be executed.