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
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
To call someone in your Contacts list, double-click that person’s name, or
click the phone button next to the name.
- 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:
- In the toolbar, click the Options button, click Options in the drop-down list, and then click the Actions and Alerts tab.
- In the drop-down list next to When I double-click a contact,
do the following, click Send an instant message.
- Click OK.
- 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.
- To dial by number, type the number in the search box, and then double-click the search
- 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 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.
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.
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.
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
- In the Conversation window, click the Hold button.
- In the Conversation window, click the Transfer
- Double-click the contact to whom you want to transfer the call.
- The call disappears from your Conversation window. By default, an error
message appears if the transfer is unsuccessful.
disable alerts, click Options, click the Actions and
Alerts tab, clear the appropriate check boxes, and then click OK.
the intended recipient before transferring a call
- In the Conversation window, click the Consult Before
Transferring or Merging Calls button. The call is placed on hold.
- In your Contacts list, click the recipient’s Phone button. (Or, click
their IM button to consult by instant messaging, or
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.
- If the recipient agrees to take the transfer, click the Call
This Contact, Connect button.
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.
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.
- To end the conversation, click the End Conversation
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
- 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.
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
Double-click a call notification or conversation to move it
to the Active area.
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
Use the search box to find the people
you want to add to the Contacts list.
- 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.
default, Attendant lists all matching users from the Active Directory® Domain
Services and the Microsoft® Outlook® messaging and collaboration client Contacts
- Right-click the person’s name, and point to Add to Contact
List. Your custom groups list is displayed.
- Click a custom group, or click New Group to create a new
group for the contact.
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.
- At the top of the Contacts list, click the arrow next to Arranged By. Display Name is the default sort order in
- In the drop-down list, select a sorting criterion (such as Availability).
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
empty custom group
You can create a custom group from the Group List. The custom group is empty
until you add contacts to it.
- In the Group List, click the plus sign next to Custom. A new group appears in the Group List.
- Type a name for the group, and then press Enter.
custom group from your Contacts list
You can create a custom group that is immediately populated with contacts
that you select.
- 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.
- Right-click one of the contacts, and then point to Add to
- Click New Group.
- Type a name for the group, and then press Enter.
- To add more contacts, drag them to the group from the Contacts
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
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
- Click Last search to display your most recent search
criteria and results using Attendant.
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
- In the toolbar, click View or change call-forwarding
- In Call-Forwarding Settings, under Do the following when I get
calls, click Ring me and my team-call group.
- Under Add team-call group members to answer call on your
behalf, click Add.
- Type the name of a contact who can answer your calls, and then click OK.
contact that you select to be a team group member must be enabled for Enterprise
Set a ring
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.
- To set a ring delay, click Ring Delay.
- Check the Turn on ring delay check box, and then set the
ring delay time.
- Click OK when you’re done.
- At the bottom, click OK again, to save and apply these
saving these settings, you should select the check box to apply these setting
during your working hours specified in Outlook.
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
When you’re signed into a group, you’re ready to take a call.
- An incoming call notification shows you which group is routing the call to
you, in the Via field.
- To answer the call, just click the alert.
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
- Answer the incoming call notification.
- To park the call, click the Hold menu, and then click Park call.
- When the call is successfully parked, you get a notification with the
- Communicate the retrieval number to the person or department that the call
is being transferred to.
- 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.