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What's new for Auto Attendants and Call Queues in July 2017?

We are always working to improve Auto Attendants and Call Queues in Skype for Business, and we are excited to tell you about the latest features and updates rolled out in General Avaliability in July 2017!

 

Users can now receive Auto Attendants and Call Queues calls on Mac, iPhone, iPad and Android Skype for Business clients:

    • Mac Client (16.8.196)  - you can download the latest Skype for Business client for Mac here

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    • iPhone (6.16.0)
    • iPad (6.16.0)
    • Android (6.16.0.9)

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Admins can now use O365 Groups (both public and private) to limit the scope of users reachable with Dial by Name feature in Auto Attendants.0365 Groups in Dial Scope0365 Groups in Dial Scope

The maximum size of the name list supported for name recognition with Speech has been increased from 50,000 to 80,000 users in Auto Attendants.

 

Improved accuracy of recognition for similar-sounding names for name recognition with Speech in Dial by Name feature of Auto Attendant.

 

To protect user anonymity,  Admins can now use PowerShell to enable users to make outbound calls on behalf of an Auto Attendant or Call Queue using a policy called CallingLineIdentity (also called a Calling Line ID):

 

New-CsCallingLineIdentity -Identity "UKSalesQueue" -CallingIdSubstitute "Service" -ServiceNumber 14258828080 -EnableUserOverride $False -Verbose

Grant-CsCallingLineIdentity -PolicyName UKSalesQueue -Identity AmosMarble@contoso.com

 

You can find more information on setting Caller ID for a user here.

  

Auto Attendant has been updated with an enhanced English (US) Text to Speech voice in July, 2017. Note that an enhanced Text to Speech voice for English (UK) has been rolled out in April, 2017.

 

We encourage you to take the next steps to start using these latest features:

 

  1. Download the latest Mac client here and check for the latest updates for your mobile client in your mobile App store.
  2. Let us know your feedback on these features here.

 

10 Comments

Looks great @Marina Kolomiets!

Occasional Contributor

Excellent to see this important upgrade. The feature differential between mobile and desktop as causing confusion and it is great to see that issue evaporate. We will be able to create high quality employment opporunities for people who - for whatever reason are only able to work for limited periods. With a BYOD device and call queue functionality I can, for example, recruit a pool of native speakers from different countries to act as first line call handlers and it is super economic for us to provision the SfB licenses, let them use their own device and then work, largely as and when it suits them.

Occasional Contributor

Hi Marina, 

 

Thanks for all the work on SfB!

 

Is there a way to control call queues ringing SfB clinets on ios on and off? I have one user that has been receiving call queue calls on her ios device at all hours of the day. We have been trying to figure out how it got turned on, and how we can turn it off. I even have an open support ticket! 

 

No other users are receiving call queue calls on their ios devices, so we may need to figure out how to turn it on for them. Is there documentation available? 

 

Again- A huge thanks to you and the team for constantly rolling new features! 

 

Occasional Contributor

Rodger,

 

What probably happened with your ios user is that she updated to the latest version of the ios client which came out in the past few days . That now supports call queues. In the older version call queues didn't work with mobile clients. So looks like you have users on two different versions of the client. As others upgrade the ios client you will have the same problem with them.

 

You will probably have to reconfigure the way your call queues works (which should be relatively easy) so that you have different call queues for different shifts and the Auto attendant routes to those different call queues if you want the user to be able to have her SfB device still logged on but not recieve calls originating from call queues.  So, your user might be in call queue X (early shift ) but not in call queue X (late) and the Auto attendant will switch betwen which call queue it routes to automatically.

 

I agree it would be a good feaature to have an ability at the client end to subscribe or unsubscribe from different call queues  rather than have to log off the client in order to remove themselves from the queue. 

 

I hope that is helpful

Regards,

Nicholas

 

Contributor

Big updates Thanks! 👍keep them coming 

Occasional Contributor

A further thought about unsubscribing from call queues at the client end. This should ideally be on a call queue by call queue basis. For e.g. I might be part of the externally facing technical support call queue but I am also a first aider and the company could set up a call queue for all first aiders - essentially an internal 911. If I am at a meeting I would want to unsubscribe from the tech support call queue but would remain part of the internal 911 call queue 

 

One step further would be to manage it by configurable profiles - there is not much point in me getting the internal 911 call if I am at home 20 miles away but I might still need to be contactable so don't want to log off. So, in meeting, off site, off duty, on holiday, profiles with different call queues subscribed to under the different profiles would be great but you are obviously getting into quite sophisticated use of the system at that point and end users that know what they are doing. However, I can see that for a major industrial facility or a hospital or something of that nature it could be a pretty efficient way of managing different incident response groups - where the call "Queue" is really being used to call 20 different phones at once and you don't care who picks up just as long as a first aider, or cardiac specialist or whatever picks up the phone.  You could even have it so that if no one picks up after 20 rings the call gets routed to the site Public Address

Occasional Contributor

Another further thought about being able to selectively unsubscribe from call queues. If call queues could be put into the client as contacts in the different categories and would respect the category settings then in the example above my tech support role call queue would be at the colleague levelin contacts  and if I set my availability to do not disturb calls will not route to it. 

However, in my first aider role the call queue is a member of my workgroup contact category and a call from the internal 911 call queue would still route to it as workgroup contacts get to ignore the do not disturb availability setting.

I don't know if it is possible to set call queues up as contacts in that way but it might be a very quick and easy way to allow sophisticated control of call queue routing by end users who need to temorarily remove themselves from call queue but don't want to log off completely. Users control that, so they can even move call queues from one category to another for fine grain control - They could even move a call queue to the blocked contacts category and then back to the colleague level when they want to rejoin the queue. 

Occasional Contributor

Nicholas, 

 

Thanks for the ideas. We're all on the same verion of the ios SfB app, with the same version of ios, the same iphone model, and in the same call queue. We tested uninstalling and re-installing the ios app, new call queues, etc. One rings with the call queues, the rest don't ring. 

 

Even if I set up a different call queues for day and night, imagine your mobile ringing constantly, all day, during from doors open to doors close, in meetings, in the car, out for a walk, at the dentist, the airport, even on the airplane! - it's maddening. The only solution so far is to remove the ios app or leave the call queue. 

 

I am hoping that there is some as of yet undocumented setting that controls this. 

Occasional Contributor

Rodger,

 

Yes I can certainly see that this is a serious problem that will need to be addressed quickly.  Sorry my ideas don't provide an immediate solution for you. I look forward to seeing what solution you do end up with as I anticipate making quite extensive use of the call queues on mobile solution. It has great potential, but as you are experiencing, if has the possibility to go wrong quite easily - it just be like standing in front of a fire hose of calls that you can't turn off.

 

Regards,

Nicholas.

Occasional Visitor

How does Exchange Online Auto Attendants work alongside or integrate with the new Cloud PBX SFB Online ones.

Do we have to Migrate from UM to the Cloud PBX option?

Can we script it?