As simple as the options within Exchange Server 2010's Unified Messaging Greetings look, I find that it can operate extremely different than you would expect if you don’t take the time to think about all the dependencies a certain setting may have on other configuration parameters. So, as simple as the following problem may sound, this post serves to explain a question I received today on the night of the cutover as to:
“Why doesn’t the auto attendant’s non-business hours greeting play?”
After being notified that the auto attendant I configured earlier this week wasn’t working as expected outside of regular business hours, I went ahead and logged in to have a look at the settings. As written in one of my previous posts earlier in the week (http://terenceluk.blogspot.com/2010/12/1-is-not-valid-response-from-exchange.html), I had to change the ordering of the wav files for the greetings to allow the caller to interrupt the greeting and when I swapped the ordering of the business hours prompts, I also did the same for the non-business/after hours prompts. What I didn’t realize at the time was that the after hours settings for the auto attendant did not have any key mappings:
This meant that the following settings:
… with the custom wav file set to the Non-Business hours main menu prompt would never play because of the lack of key mappings. With this incorrect setting, all the user would hear was:
“To reach a specific person, just tell me their name.”
Not exactly what I had expected but thinking about it makes total sense (see one of my other blog posts about the behavior of an auto attendant and the configuration of custom prompts: http://terenceluk.blogspot.com/2010/11/how-speech-enabled-and-non-speech.html). The solution was simple, just swap the greeting and the main menu prompts.
This wasn’t something I should have missed but this goes to show what happens when you’re jumping back and forth between multiple projects of different technologies the same day. :)