Office 365 Auto Attendant with Lync 2013 On Premise

In my previous post I discussed Unified Messaging for the Voicemail feature of Office 365 with Lync 2013 on premise now in this article I will discuss how to configure the auto attendant in the same scenario.

Within The New Office 365 portal (Wave 15)

Select Dial Plan in O365 tenant > under UM Auto Attendants click + and fill out the information you can enable this straight away or come back and enable later on.

auto attendant

Then select the new Attendant and set the following as per the currently deployed options or query with customer.



business hours



dialling author auto

Then with Lync 2013 on premise open PS and run the following command to create the account:

  • New-CsExUmContact –sipaddress -RegistrarPool “” -OU “OU=Blah,DC=yourcompany,dc=com” -DisplayNumber “+14255550101” -AutoAttendant $True
  • Grant-cshostedvoicemailpolicy –identity “post the GUID that has been created” –policyname CloudUM

Then within Exchange Online Powershell

  • Set-UMmailboxpolicy -identity “Policy Name in O365” -SourceForestPolicy “CloudUM”

Viola auto attendant should be ready to go. Bear in mind the settings show here are pretty much the defaults and can be changed as you choose.

7 thoughts on “Office 365 Auto Attendant with Lync 2013 On Premise

  1. can the access number be the same as the currently configured e.164 routing number for SIP server and Outlook Voice Access number in the UM dial plan? Or does it need to be a different number?

    1. Hi Rodney – If this number is used on premise already then the answer is no as the on premise and cloud platform are two separate systems and need separate numbers and accounts setup for it to work whilst in co existence. Once you have fully migrated to the cloud you can use your on premise number once it is no longer being used on premise.

      1. thanks adam! yes, i configured with a spare number we had on hand. working great!

  2. I have a question about the online auto attendant. We currently have 90% of our users on-premises. We have Skype for Business 2015 and on-premises auto-attendants configured and working well. However, for the 10% of our users whose mailboxes are in Office 365, the auto-attendant cannot find them in the “dial by name” directory. Voice mail is working for these Office 365 users. How can I get a single auto-attendant, either on-premises or online to handle our entire user directory. We want callers that call our main number to be able to find any user by name whether their mailbox is on-premises or in Office 365.

    1. I am afraid you can’t have an auto attendant that spans both systems as in essence with Office 365 you are running two separate Exchange deployments although identity underpins them they both don’t share the required information for this to work.

  3. Regarding the last question about having a single automated attendant (either on prem or in O365) handle calls for users both on prem and in cloud, wondering if there has been any changes since 2016.

    We are just starting to migrate some test users from our On prem exchange to the cloud, and our experience is that if you call the automated attendant in the cloud, it will transfer the call for an on premise user if you input their extension, but if you say their name, it finds the on premise users, but will only take a message that does get routed back to the on prem mailbox…it won’t transfer the call when using voice dialing.

    Is there a workaround for that, and if not, how best to handle the whole automated attendant setup while we’re slowly migrated staff over to cloud?

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