Multilanguage Auto Attendant with MS Exchange 2010 UM and Lync

One of the most cool feature of  Exchange 2010 UM is the Auto Attendant application, that let us to find and reach anyone inside our company through a simple phone call to a single number configured directly in Exchange UM role , below you can find a screenshot of a simple Auto Attendant configuration. AA_first

Here you can see that the language can be only one for each Auto Attendant, in this case English.

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So when you call Auto Attendant (from inside, or from PSTN) you hear only one language prompt that says :  “Welcome to the Exchange auto attendant” , “To reach a specific person, just tell me the name” etc…

QUESTION :

How can I create a Multi Language Auto Attendant ?

ANSWER :

if we have Exchange 2010 UM and Lync 20XX integration we can use Lync Response Group , but  Response Group (IVR) is not born to add, inside  Agent Group, applications like  Auto Attendant, so we can use a workaround.

1° , Configure one Auto Attendant for each Language (MAX 4 lang), no need to configure also a phone number associated to it, the important is to change language for each Auto attendant, English_AA –> set English in Features–>Language tab , Italian_AA –> set Italian in Features–>Language tab, etc…

Another important pre-requisite is to import all Language, for Speech Recognition and Text to Speech, that we want to use in Exchange UM 2010 SP2,  you can download here : http://www.microsoft.com/en-us/download/details.aspx?id=28191

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 ,  Launch OCSMutil.exe from lync front end to create all auto attendant object for each Language :AA_fourth

In phone number field you can enter whatever you want because we reach the auto attendant application only with his sip name from lync.AA_fifth

 3°, Copy each Auto Attendant sip user in notepad to use later in Lync Response Group , for example :

  • sip:English_AA@domain.com
  • sip:Italian_AA@domain.com
  • sip:French_AA@domain.com
  • sip:Spanish_AA@domain.com

4° , Now we are ready to configure  Response Group in Lync side : AA_sixthCreate one Agent Group for each language , don’t put any user inside and let default configuration.

AA_sevenCreate one Queue for each Language with following configuration, this queue let us to create the queue overflow to Auto attendant because if there ‘s no agent in the Group, all inbound call will be redirect to overflow queue and in this case we have our specific Auto Attendant for each language:

AA_eight35°, Now we are ready to create Response Group workflow :

Choose a Interactive workflow and configure like this, for fields not filled or not showed here you can leave default values :

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In this workflow you can see that there is the main Question about which language do you choose and than you’ll be forwarded to a specific queue based on language that we configure before in Lync Response Group queue configuration.