check before: 2024-11-01
Product:
Teams
Platform:
Online, US Instances, World tenant
Status:
Change type:
Admin impact, Feature update, Updated message, User impact
Links:
Details:
Summary:
The updated Microsoft Teams Auto Attendant now allows callers to reach the correct person by pronouncing or dialing the name, with Office or Department details provided for similar name matches. This feature has been available worldwide since late November 2024 and is configurable via Microsoft PowerShell.
Details:
Updated January 13, 2025: We have updated the content. Thank you for your patience
Coming soon for Microsoft Teams Phone: An updated Auto Attendant functionality that makes it easier for callers to reach the right person. Callers can select a callee by either pronouncing their name or entering it on the phone dial pad (dual tone multi-frequency or DTMF).
This sometimes results in multiple similar matches returned by the search engine, which could create confusion for the caller. With this rollout, you can assist callers in reaching the correct person on the first try by including the Office or Department information after the name.
Note: The Office and Department details will only be played if multiple similar matches are returned by the search results.
For example:
"For John Smith - Help Desk, press 1"
"For John Smith - Sales, press 2"
[When this will happen:]
General Availability (Worldwide): Available since late November 2024.
General Availability (GCC High, DoD): We began rolling out in late November 2024 and expect to complete by late January 2025.
Change Category:
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Scope:
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Release Phase:
Created:
2024-12-07
updated:
2025-01-14
Task Type
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Docu to Check
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MS How does it affect me
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MS Preperations
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MS Urgency
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MS workload name
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summary for non-techies**
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Direct effects for Operations**
Caller Confusion
The introduction of multiple similar name matches without prior user training may lead to confusion among callers, potentially causing frustration and longer call handling times.
- roles: Call Center Agents, IT Support Staff
- references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-auto-attendant?tabs=general-info#dial-by-name-improvements
Increased Call Handling Time
If users are not informed about the new feature, they may struggle to navigate the updated Auto Attendant, leading to increased call handling times and reduced efficiency.
- roles: Customer Service Representatives, IT Helpdesk
- references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-auto-attendant?tabs=general-info#dial-by-name-improvements
User Experience Degradation
Without preparation and communication, users may experience a decline in satisfaction due to difficulties in reaching the correct person, impacting overall user experience.
- roles: End Users, Team Leaders
- references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-auto-attendant?tabs=general-info#dial-by-name-improvements
Configutation Options**
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Opportunities**
Enhanced Caller Experience
The updated Auto Attendant feature allows callers to reach the correct person more efficiently by including Office or Department details in the call routing process. This reduces the time spent navigating through options and improves user satisfaction.
- next-steps: Evaluate current call routing configurations and identify departments that would benefit from clearer caller guidance. Train staff on how to manage and update the Auto Attendant settings via PowerShell.
- roles: Customer Service Representatives, Sales Teams, IT Support Staff
- references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-auto-attendant?tabs=general-info#dial-by-name-improvements
Improved IT Administrative Efficiency
By enabling the Auto Attendant feature, IT administrators can streamline the call management process, reducing the number of misdirected calls and the associated administrative workload of handling call redirections.
- next-steps: Conduct a review of current call handling metrics to assess the impact of misdirected calls. Create a plan to implement the Auto Attendant settings across departments and monitor the changes.
- roles: IT Administrators, Operations Managers
- references: https://learn.microsoft.com/powershell/module/teams/new-csautoattendant#-UserNameExtension
Cost-Effective Communication Management
With improved call routing through the Auto Attendant, organizations can potentially reduce the need for additional customer service staff, leading to lower operational costs while maintaining service quality.
- next-steps: Analyze call volume and service level data to project potential savings from reduced staffing needs. Prepare a report to present to management on the cost-benefit analysis of implementing the Auto Attendant feature.
- roles: Finance Managers, Operations Directors
- references: https://learn.microsoft.com/microsoftteams/create-a-phone-system-auto-attendant?tabs=general-info#dial-by-name-improvements
Potentional Risks**
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IT Security**
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explanation for non-techies**
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** AI generated content. This information must be reviewed before use.
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change history
| Date | Property | old | new |
| 2025-01-14 | MC Messages | Coming soon for Microsoft Teams Phone: An updated Auto Attendant functionality that makes it easier for callers to reach the right person. Callers can select a callee by either pronouncing their name or entering it on the phone dial pad (dual tone multi-frequency or DTMF). This sometimes results in multiple matches returned by the search engine. After this rollout, you can also add the Office or Department after the name to avoid multiple matches.
For example: "For John Smith - Help Desk, press 1" "For John Smith - Sales, press 2" [When this will happen:] General Availability (Worldwide): Available since late November 2024. General Availability (GCC High, DoD): We began rolling out in late November 2024 and expect to complete by late January 2025. | Updated January 13, 2025: We have updated the content. Thank you for your patience
Coming soon for Microsoft Teams Phone: An updated Auto Attendant functionality that makes it easier for callers to reach the right person. Callers can select a callee by either pronouncing their name or entering it on the phone dial pad (dual tone multi-frequency or DTMF). This sometimes results in multiple similar matches returned by the search engine, which could create confusion for the caller. With this rollout, you can assist callers in reaching the correct person on the first try by including the Office or Department information after the name. Note: The Office and Department details will only be played if multiple similar matches are returned by the search results. For example: "For John Smith - Help Desk, press 1" "For John Smith - Sales, press 2" [When this will happen:] General Availability (Worldwide): Available since late November 2024. General Availability (GCC High, DoD): We began rolling out in late November 2024 and expect to complete by late January 2025. |
| 2025-01-14 | MC Title | Microsoft Teams: Updated Auto Attendant helps callers reach the correct person | (Updated) Microsoft Teams: Updated Auto Attendant helps callers reach the correct person |
| 2025-01-14 | MC Last Updated | 12/07/2024 00:46:22 | 2025-01-13T17:05:18Z |
| 2025-01-14 | MC MessageTagNames | Feature update, User impact, Admin impact | Updated message, Feature update, User impact, Admin impact |
| 2025-01-14 | MC Summary | The updated Auto Attendant in Microsoft Teams, available since late November 2024, allows callers to reach the right person more easily by pronouncing or entering the callee's name and department. Admins can configure this by adjusting the '-UserNameExtension' parameter in PowerShell. No action is required before the rollout. | The updated Microsoft Teams Auto Attendant now allows callers to reach the correct person by pronouncing or dialing the name, with Office or Department details provided for similar name matches. This feature has been available worldwide since late November 2024 and is configurable via Microsoft PowerShell. |
Last updated 2 months ago
