Attendant Pro User Manual - Landis Technologies LLC

1 Page | 1 Attendant Pro User Manual (en English) Page | 2 Contents Prerequisites .. 5 Installation .. 5 Registering Your Attendant Pro .. 8 Upgrading Attendant Pro .. 10 Click Once Upgrade .. 10 MSI Upgrade .. 10 Attendant Pro Quick Tour .. 11 Overall Screen Layout .. 12 My Information Panel .. 12 Incoming Calls Panel .. 14 Current Call Panel .. 16 Handled Calls Panel .. 17 Contact Groups Panel .. 18 Contact Search Panel .. 18 Quick access Shortcuts .. 20 Contact Card Panel .. 20 RGS (Response Group Service) Agent Groups Panel .. 22 Options and Voicemail Area .. 22 Caller Information (Incoming Call Pop) Panel.

2 23 Notification Area ..24 Status Area .. 25 Call Recording .. 26 Contacts / Contact Layouts .. 27 Smart Call .. 28 Presence .. 28 Context Menu Options .. 28 Contact Layout Double Click Action .. 30 Running Through Some Scenarios Using the Attendant Pro .. 30 Answer and Blind Transfer (or Unattended Transfer) Using keyboard .. 30 Answer and Consult Transfer Using the keyboard .. 30 Page | 3 Answer, Hold and Retrieve from Hold Call Using keyboard .. 31 Dial a Number .. 31 Options Configuration .. 32 General .. 33 Groups ..34 Contacts ..34 Search .. 36 Basic Search (Default) .. 36 Advanced Search .. 36 Current Call.

3 36 Transfer .. 37 Call Recording Settings .. 37 Reporting .. 38 Caller Information .. 38 shortcut Keys .. 38 Quick access Shortcuts .. 39 Message Templates ..40 Configuration Information ..40 Centralized Setting 41 Configuring Contact Notes & Shared Contact Notes (EWS Dependent) ..46 Knowledge Base Articles .. 47 When I answer a call on my Lync Phone Edition device the call disappears from Attendant Pro.. 47 What I answer a call it just disappears from Attendant Pro.. 47 Incoming calls show both on the Lync 2013 Call Notification & Attendant Pro.. 47 Appendix I Contact Card Fields ..48 Appendix II CRM/ERP Call Popup Examples & Tips.

4 50 Salesforce .. 50 Whitepages .. 50 Appendix III Settings .. 50 Appendix IV Search Filters (in Advanced Search mode) .. 51 Page | 4 Page | 5 Prerequisites The Skype for Business (Lync) client must be installed, running and logged in. To use all features Skype for Business (Lync) full edition (not Microsoft Skype for Business Basic) must be installed. Installation Installing Attendant Pro is probably the easiest thing you will do during a Skype for Business (Lync 2013) deployment as it is just a 1-minute task. NOTE: As noted above, make sure that Skype for Business (Lync 2013) is installed, running and logged in.

5 Attendant Pro requires that Skype for Business (Lync 2013) is running. You can install using Click Once (updates delivered automatically) or an MSI (you install updates). Browse the Attendant Pro downloads page and either run the Click Once installer or download & install an MSI installer. Click Run Page | 6 If you see the below " Attendant Pro Setup" window, click "Next" (otherwise this will be automatic) Progress through the installer and change the install folder location if necessary. Page | 7 Following the folder selection window, you should see an installer progress bar. Page | 8 Once the installation is complete, you will see the screen below, with the option to launch Attendant Pro when Finish is selected.

6 There will also be a shortcut on your desktop which will launch Attendant Pro Registering Your Attendant Pro Click on the Options | General as shown below and then click Get Key button. Attendant Pro will prompt you for some contact information and when this is submitted a 30 day, fully functional key will be retrieved. (This key will be used for any subsequent users on this SIP domain) NOTE: Retrieving the key may take a few seconds. NOTE: Your PC will need access to so make sure your firewall is not blocking this domain. Page | 9 If this is the first time your organization is getting keys, you will be asked for contact information.

7 Enter the information and you will be automatically given a key. Page | 10 WARNING! If you do not register you will be able to run Attendant Pro but calls will be ended at 15-30 seconds. This means that calls made with Skype for Business (Lync) or Attendant Pro will be cut off after 15-30 seconds if you are running Attendant Pro and do not have a valid Trial or Full key. Upgrading Attendant Pro Click Once Upgrade Upgrading Attendant Pro is as easy as exiting the program and running it again. Every time you start Attendant Pro it checks for new updates via "Click Once" technology and you can decide if you want the new version.

8 You can upgrade to the latest version with one click and your previous settings will be retained. MSI Upgrade Upgrading Attendant Pro when it has been installed using an MSI is up the user or administrator at their discretion. Page | 11 Attendant Pro Quick Tour Below we ll give a quick overview of the Attendant Pro main window layout and functionality. Attendant Pro is made up of several panels listed below: My Information Incoming Calls Current Call Handled Calls Contact Groups Contact Search o Dial pad (optional) Quick access Shortcuts Contact Card (optional) RGS Agent Groups (optional) Caller Information (optional) Options & Voicemail Notifications Status Some of these panels can be turned off.

9 These are noted as optional and can be turned on or off using one of several ways: using the menu on the Contact Groups header, the Options menu or the Options window. Page | 12 Overall Screen Layout We'll give a quick tour of the overall layout of Attendant Pro. My Information Panel Page | 13 My Information shows information and gives control over the current user logged into Skype for Business (Lync). This includes: Displaying the user photo and presence Displays the user name o If the user is a delegate for another user or part of an anonymous response group there will be a dropdown menu that gives the ability to change who the user is impersonating for calls.

10 Ability to change presence Ability to change the current user note My Phone & Presence Shows the current users' presence and note and lets these settings be changed. Username (Delegate/RGS Call As) The user name is a drop down that allows you to change who you are calling out as. (This could be another user you are a delegate for, an anonymous response group or yourself) By default you re Call As identity will be set back to yourself after one call, but this can be changed in Options. My Presence You can set your presence. Page | 14 My Note You can set the note others see. Incoming Calls Panel The Incoming Calls Panel is where incoming calls will appear.