Work Smart: Use Lync 2010 Attendant

Microsoft® Lync™ 2010 Attendant communications software is an integrated call-management program that allows you to effectively manage many conversations at once by quickly handling and routing phone calls and instant messages.

In this article


Make and receive calls

Making and receiving calls are among the most common tasks performed with Lync 2010 Attendant. The procedures are similar for sending and receiving instant messages. You can still receive instant messages while you’re on a call.

Make a call

To call someone in your Contacts list, double-click that person’s name, or click the phone button next to the name.

Make a call

  1. By default, when you double-click a name in your Contacts list a phone call is placed to that person.

You can change the default so that double-clicking sends an instant message instead:

  1. In the toolbar, click the Options button, click Options in the drop-down list, and then click the Actions and Alerts tab.
  2. In the drop-down list next to When I double-click a contact, do the following, click Send an instant message.
  3. Click OK.

Lync Attendant Options icon

  1. You can search for a contact by typing their name in the search box. As you type, matching names appear in your Contacts list. Note that it takes time for your search to complete the initial indexing.
  2. To dial by number, type the number in the search box, and then double-click the search result.

Call Number

Answer a call

  • When someone calls you, a notification appears in the Incoming area of the main window. To answer it, double-click anywhere in the notification.

Incoming Call Alert

 Note    The incoming call notification looks different for a repeat caller — a contact who has called you more than once within 30 minutes. Respond to the call by double-clicking the notification or by clicking Accept or Decline.

Repeat Caller Notification

Decline a call

  • To decline a voice call, right-click the incoming call notification, and then click Ignore. If voice mail is enabled, the call is redirected to voice mail.

Redirect a call to voice mail

  • To redirect a call to voice mail, right-click the incoming call notification, click Redirect, and then click an alternate number or Voice Mail.

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What to do during a call

When you’ve answered a call, it appears in the Active area. Using the call controls, you can perform various tasks.

Place a call on hold

  • In the Conversation window, click the Hold button.

Call Controls

Transfer a call

  1. In the Conversation window, click the Transfer button.
  2. Double-click the contact to whom you want to transfer the call.
  3. The call disappears from your Conversation window. By default, an error message appears if the transfer is unsuccessful.

Call Controls

 Note    To disable alerts, click Options, click the Actions and Alerts tab, clear the appropriate check boxes, and then click OK.

Consult with the intended recipient before transferring a call

  1. In the Conversation window, click the Consult Before Transferring or Merging Calls button. The call is placed on hold.

Call Controls

  1. In your Contacts list, click the recipient’s Phone button. (Or, click their IM button to consult by instant messaging, or IM.)

Consult

 Note   When you consult with the intended recipient, a new Conversation window opens. The original caller remains connected, and their conversation is placed on hold and moves to the Hold area. Double-click to switch between conversations.

  1. If the recipient agrees to take the transfer, click the Call This Contact, Connect button.

Communicator

 Note   If the recipient does not want to take the transfer, end the consultation. To resume the conversation with the caller, click the Hold/Resume Call button. You can then speak with the caller and take notes before ending the conversation.

If the transfer is successful, no visual indicator is displayed — the call just disappears from your Conversation window. An unsuccessful transfer displays an error message, unless you disabled alerts in the Options window.

Invite someone else to join the call

  • To add contacts during a conference call, click the Add button, and then double-click the contact name or drag the contact from the Contacts list into the conversation area. You can also type a mobile phone number by using the dial pad.

Call Controls

End the call

  • To end the conversation, click the End Conversation button.

Call Controls

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Manage multiple conversations

The Conversation area (left side) of the main window is where all conversation activity occurs. By paying attention to the Incoming, Active, and Pending (on hold) conversations, you can manage multiple conversations at once.

One active conversation

  • Keep in mind that the conversation in the Active area is the one you’re addressing at the moment. To answer an incoming call or to move a pending call to the Active area, just double-click it.

Multiple active conversations (phone and IM)

  • You can maintain multiple active conversations at the same time, provided only one of them is a voice conversation. For example, you can accept an incoming call while you’re maintaining two other IM conversations. In this case, whichever IM conversation you’re addressing at the moment moves to the Active area, and the voice conversation would still be active (indicated by the red arrow) even though it moves to the Pending area on your screen.

Multiple Conversations in Attendant

Double-click a call notification or conversation to move it to the Active area.

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Contacts list and groups

The Contacts list is a list of coworkers, family, friends, and associates with whom you communicate most often. It shows the availability of your contacts and allows you to view additional contact details by right-clicking the contact’s name, and then clicking Properties. The Contacts list is your starting point for communicating with your contacts. With a mouse-click or two, you can place a phone call, or start an IM conversation, email conversation, or a meeting.

Find and add contacts

Use the search box to find the people you want to add to the Contacts list.

  1. In the search box, type the display name or email address for a person. All matching names appear in the search results. It may take a minute for your search to complete.

 Note   By default, Attendant lists all matching users from the Active Directory® Domain Services and the Microsoft® Outlook® messaging and collaboration client Contacts list.

  1. Right-click the person’s name, and point to Add to Contact List. Your custom groups list is displayed.
  2. Click a custom group, or click New Group to create a new group for the contact.

Add to Contact List

Sort contacts

You can sort your contacts by different criteria, such as display name, availability, or company. Sorting your contacts makes it easier to organize, find, and connect with your teammates quickly.

  1. At the top of the Contacts list, click the arrow next to Arranged By. Display Name is the default sort order in Attendant.
  2. In the drop-down list, select a sorting criterion (such as Availability).

 Note    You cannot hide contacts who have a presence status of Offline or Unknown.

Organize custom groups

For quicker access to associated contacts, you can organize them into custom groups. For example, you might have custom groups named Development, Sales, and My Team.

Create an empty custom group

You can create a custom group from the Group List. The custom group is empty until you add contacts to it.

  1. In the Group List, click the plus sign next to Custom. A new group appears in the Group List.
  2. Type a name for the group, and then press Enter.

Custom Group

Create a custom group from your Contacts list

You can create a custom group that is immediately populated with contacts that you select.

  1. Select one or more contacts in the Contacts list, or use the search box to find a contact.

 Note   To select multiple contacts, hold down the Ctrl key, and click the contacts. For adjacent names, hold down the Shift key, and click the contacts.

  1. Right-click one of the contacts, and then point to Add to Contact List.
  2. Click New Group.
  3. Type a name for the group, and then press Enter.
  4. To add more contacts, drag them to the group from the Contacts list.

Arrange custom groups

By default, custom groups are arranged alphabetically. To rearrange them, do one of the following:

  • Drag and drop a group to another place in the list.
  • Right-click a group, and then click Move Group Up or Move Group Down.
  • Click a group to select it, and then press Alt+Shift+Up Arrow or Alt+Shift+Down Arrow.

View standard groups

Attendant includes three standard groups: Frequent, Available, and All Contacts.

  • Frequent lists, in descending order, the names of people with whom you have had recent contact through Attendant.
  • Available lists all contacts whose presence does not indicate Away, Unknown, or Offline.
  • All Contacts lists all contacts that have been added to your Contacts list (except by way of being a member of a distribution list).

Display recent searches

  • Click Last search to display your most recent search criteria and results using Attendant.

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How does team-call work?

You can add a contact to a team-call group that can answer your calls on your behalf. You can edit your team-call group members anytime.

Add a contact to a team-call group

  1. In the toolbar, click View or change call-forwarding settings.

Attendant Call Forwarding Icon

  1. In Call-Forwarding Settings, under Do the following when I get calls, click Ring me and my team-call group.

Call Forwarding settings

  1. Under Add team-call group members to answer call on your behalf, click Add.
  2. Type the name of a contact who can answer your calls, and then click OK.

 Important   Each contact that you select to be a team group member must be enabled for Enterprise Voice.

Add team call

Set a ring delay

When you enable team-call, it is important to set a ring delay. When you turn on a ring delay, incoming calls ring you first and then your team-call group, after a delay.

  1. To set a ring delay, click Ring Delay.

Set Ring Delay

  1. Check the Turn on ring delay check box, and then set the ring delay time.
  2. Click OK when you’re done.
  3. At the bottom, click OK again, to save and apply these settings.

 Note   Before saving these settings, you should select the check box to apply these setting during your working hours specified in Outlook.

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Answer calls for a response group agent

As a response group agent, you’ve been selected to help answer phone calls for a group or for multiple groups. You can use Attendant to answer and manage the phone calls that come into your group.

  • When the server administrator makes you an agent for a response group, you’ll see a notification in Attendant that tells you to which group you’ve been added.

Answer a call

When you’re signed into a group, you’re ready to take a call.

  1. An incoming call notification shows you which group is routing the call to you, in the Via field.
  2. To answer the call, just click the alert.

Response Group Alert

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Park calls

When you receive a call that needs to be transferred to another department, instead of putting the call on hold, you can park the call in a holding queue. The holding queue then gives you a retrieval number, which you can use to retrieve the call. Make sure your support team has configured the park call feature.

Park a call

  1. Answer the incoming call notification.
  2. To park the call, click the Hold menu, and then click Park call.

Park Call

  1. When the call is successfully parked, you get a notification with the retrieval number.
  2. Communicate the retrieval number to the person or department that the call is being transferred to.

Now Parked

Retrieve a parked call

  • If the notification is visible, click Retrieve.
  • Or in the search box, type the retrieval number for the parked call. You are then connected to the parked caller.

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