Enable or Disable Operator Transfers During Business Hours on a UM Auto Attendant

Applies to: Exchange Server 2010 SP3, Exchange Server 2010 SP2

You can enable users to transfer calls to an operator during business hours in Microsoft Exchange Server 2010 Unified Messaging (UM), or prevent them from doing so. You enable users to transfer calls during business hours by setting up an operator extension number on a UM auto attendant and selecting the Allow transfer to operator during business hours setting.

At a minimum, we recommend that you configure either the UM auto attendant or the UM dial plan associated with the auto attendant to have an operator extension number. This will help callers find the user they're trying to reach or navigate the menu system.

Looking for other management tasks related to UM auto attendants? Check out Managing UM Auto Attendants.

Prerequisites

Also, before you perform these procedures, confirm the following:

• A UM dial plan has been created. For detailed steps, see Create a UM Dial Plan.

• A UM auto attendant has been created. For detailed steps, see Create a UM Auto Attendant.

Use the EMC to enable callers to transfer calls to an operator during business hours

You need to be assigned permissions before you can perform this procedure. To see what permissions you need, see the "UM auto attendants" entry in the Unified Messaging Permissions topic.

1. In the console tree, navigate to Organization Configuration > Unified Messaging.

2. In the work pane, click the UM Auto Attendants tab.

3. Select the UM auto attendant you want to change and then, in the action pane, click Properties.

4. On the Features tab, next to Operator extension, enter a number for your auto attendant operator.

5. Select Allow transfer to operator during business hours.

6. Click OK to save your changes.

Use the EMC to prevent callers from transferring calls to an operator during business hours

You need to be assigned permissions before you can perform this procedure. To see what permissions you need, see the "UM auto attendants" entry in the Unified Messaging Permissions topic.

1. In the console tree, navigate to Organization Configuration > Unified Messaging.

2. In the work pane, click the UM Auto Attendants tab.

3. Select the UM auto attendant you want to change, and then, in the action pane, click Properties.

4. Clear the check box next to Allow transfer to operator during business hours.

5. Click OK to save your changes.

Use the Shell to enable or prevent operator transfers during business hours

You need to be assigned permissions before you can perform this procedure. To see what permissions you need, see the "UM auto attendants" entry in the Unified Messaging Permissions topic.

This example enables callers to transfer calls to an operator during business hours.

Set-UMAutoAttendant -Identity MySpeechEnabledAA -OperatorExtension 50100 -BusinessHoursTransferToOperatorEnabled $true

This example prevents callers from transferring calls to an operator during business hours.

Set-UMAutoAttendant -Identity MySpeechEnabledAA -BusinessHoursTransferToOperatorEnabled $false

For more information about syntax and parameters, see Set-UMAutoAttendant.

Other Tasks

After you enable or disable operator transfers during business hours, you may also want to:

• Configure an Operator Extension on a UM Auto Attendant

• Enable or Disable Operator Transfers After Business Hours on a UM Auto Attendant

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