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Microsoft Lync Attendant Tutorial

By September 3, 2013November 13th, 2020Blog, Lync 2013, Lync Server 2010, Lync Server 2013, Lync Server 2013

This video is a brief walkthrough of the Microsoft Lync Attendant Console and some of its functionality.  Feel free to email or call with questions or for a Lync demo!

Microsoft Lync 2010 Attendant Tutorial

Hey everyone, my name is Adam Lee, I’m a Marketing Coordinator for PEI

With the release of Microsoft Lync 2013, we have gotten a lot of requests to do a video demo of the Lync Attendant and how it works.

This video will focus on Lync Attendant primarily based around receptionist usage

I won’t be covering basic functions that are standard in Lync – I will primarily focus on functions that are unique to the Lync Attendant

The Microsoft Lync Attendant is a call management application that helps manage many simultaneous calls.

The Lync Attendant is used primarily for receptionists within organizations that have Microsoft Lync deployed to their employees

Showing the layout

The Attendant is divided into two main area;

  • On the left we have the conversations – this is where calls or IM’s will be viewed and the user can interact with them
  • On the right we have the Contacts

From the contact list you can place a phone call, start an instant message session, create an email, or start a conference with any of your contactsLet’s take a look at receiving calls

When you receive a call, a desktop alert appears on the right side of the task bar, as well as the incoming message area on the left

Double click the alert to answer the call

Once on the call you have a variety of choices

  1. You can place a call on hold or park it for another receptionist to answer
  2. You can transfer the call
  3. You can ‘Consult’ with the intended recipient before you transfer
  4. Invite someone else to join the call
  5. Or hang up

Since much of this is not unique to the Attendant we will focus on what is, “Consulting” the recipient before transferring

When on a call click the ‘Consult before transferring’ button – this will place the call on hold.

In your contact list, click the recipient’s phone icon – this will connect you to the recipient to determine whether or not they wish to take the call

If they would like to take the call, click the ‘connect this call’ button and it will connect the call.

If they would not like to take it click the ‘Hold’ button again and resume the conversation with the caller

A question we get asked is about managing multiple conversations at once.

You can use the conversation area to manage multiple conversations at once, including IM’s and calls – incoming, active, and pending

You can maintain multiple active conversations at the same time, but ONLY ONE voice conversation at a time.

I am going to ask Andrea & Martin to both call me so you can see how easy it is to manage multiple callers at the same time.

I’ve accepted both calls and can now transfer them out from here one at a time.

When you place a call on hold they will hear music until you pick it back up or it is transferred

If you are on a call and another call ‘accept’ another call it will put the first call on hold automatically

You can also park one of these calls and have another receptionist pick it up as well.

These are the basic functions of the Lync Attendant – feel free to contact PEI with questions or schedule a demo with our engineers to see the functionality of Microsoft Lync!


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