Working on an IVR solution combining the use of OCS 2007 R2 Response group and the Exchange 2010 UM Auto Attendant, I was faced with an Issue where the client doesn’t want the pre-recorded UM Auto attendant and wanted to customize that.

Although this is an unsupported modification as per here, but this is the only way to go through with that

Sooo, to begin with, if you have ever uploaded a modified Greetings to the auto attendant you will come to know it requires a special format for the file which is PCM 16 BIT mono WAV file. If it requires that then it has to be also using it for the customizable system voice responses.

Starting from there I went ahead and searched the server where the UM role was installed for WAV files and here is where I found the System Prompts “C:\Program Files\Microsoft\Exchange Server\V14\UnifiedMessaging\prompts\en”

Looking at this 2000+ wav files I was able to locate the 2 files that were responsible for the prompt on a DTMF AA that said “Please enter the Extension now or press zero for the operator” now I have highlighted the sentence into 2 parts as I have found that the whole message is actually 2 files and not one.

the files were tvitospeaktooperator.1 and tvicallingExtensionNoCancel.1 ,so now I have modified the customized recording with the same name and same format and replaced those 2 files with the new ones. Called the AA and yesss, it works.

Now if you want to just cancel a message that you can’t avoid, create a Blank 1/2 a Sec recording and replace its file.

Pretty simple and pretty straight forward, but yet again this is Unsupported. So you might wanna keep your Original files somewhere.

Another thing

If you want to have two languages for the AA beside the ones already available from microsoft, like arabic is not there, just install a UM language pack, deploy another AA for the different language and then replace the needed files using the method above