We recently published the “SOF Successful Engagement Release” (for details see our blog article SOF Successful Engagement Release March 27th and our recording on Skype Academy). Following this release, we will each week release a blog post to highlight one of the areas we added or updated.
This week we are going to address Auto Attendants and Call Queues.
Overview of Auto Attendants and Call Queues
Auto Attendants and Call Queues are part of call routing capabilities offered by Skype for Business Online.
Auto Attendants provide an organization with an automated voice response system to handle incoming calls, provide options to reach specific teams or groups within an organization, an option to reach individuals through directory search, and an option to speak to the operator(s).
Call Queues, on the other hand, provide a hunt group solution for a Cloud PBX implementation. Currently Call Queues implement attendant routing method with all calls automatically distributed in first in first out (FIFO) basis to all available agents.
How does SOF help me?
The latest SOF release addressed call routing requirements as part of SOF journey, by incorporating Auto Attendants and Call Queues throughout relevant SOF assets—from Plan phase to Deliver phase, including the Envisioning Architecture workshop deck, detailed design deck, document templates, deployment checklist, site rollout and migration planning assets, and testing matrix.
These updates will enable the use of SOF to introduce and talk in detail about the additional capabilities offered by Skype for Business Online, identify and assess call routing requirements of an organization, and when the requirements match the capabilities offered, enable the use of updated assets to plan for the implementation of Auto Attendants and Call Queues.
If you are about to or currently working on Cloud PBX implementation that includes call routing solution as key requirements, then we would recommend for you to take advantage of the updated SOF assets.
Additional resources
The following are additional resources to support the use of SOF to plan, deliver, and operate Auto Attendants and Call Queues.
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