Installation Manual - Reception Attendant

Note: An Anywhere365 Reception Attendant License is required.

Preparations

Client preparations

Before starting the installation, make sure the following preparations are taken on the device that will run the Attendant:

Skype for Business is installed;
A single version of MS Office installed
OS Bitrate and Skype for Business client Bitrate are the same
Make sure the latest Windows updates are installed
Skype for Business client is fully patched
.NET Framework 4.6.2 is installed;
User is logged in at least once.
Do not utilize Modern authentication (reliance on the UI interface to handle authentication)

When the above preparations are completed, the installation can be continued.

To make use of all features of the Attendant client the following is required:

Anywhere365 Dashboard webservice
(Not used in standalone)
Anywhere365 Attendant webservice
(Not used in standalone)
Exchange webservice
(Optional) SMS webservice (an external SMSprovider is necessary to use this function of the Attendant)

UCC Preparations

The next settings must be checked if the Attendant must be connected to a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

The Settings "IsAttendant"is added with value "true"

(Used for Queue Management, MissedCalls, Frequent Contacts and Previous Contacts)
The Setting"UseCallDetailRecording" is set to "true"

(Used for Frequent Contact andPrevious Contacts)
The Setting"UseTimeLine" is set to "true"

Note: If a Plugin is installed or configured. This setting can be ignored, you can validate this by checking if the setting "UseCRM" is true.

Warning: Warning Only "UseTimeline" or "UseCRM" can be true, not both.

(Restart UCC after changing)
The Setting"UseStatistics" is set to "true"

(Used to receive CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. like information)
The Attendant user must be an Agent in the UCC

Client requirements

Component	Recommended
Operating system	Windows 7 or higher
CPU	Minimum: 4 cores 2.26 gigahertz (GHz) or higher Recommended: 8 cores 2.26 gigahertz (GHz) or higher
Memory	Minimum: 4 gigabytes (GB) Recommended: 8 gigabytes (GB)
Disk	Minimum: 40 gigabytes (GB) Recommended: 80 gigabytes (GB), Solid State Drives (SSD; or similar performance)

* Using minimum requirements can result in a slow startup.

Installing the Attendant

Note: When signing in with a user on the Skype for Business / Microsoft Teams client for the first time, the Address Book needs to sync. This can take some time depending on the size of your organization. This needs to be done per machine.

The following steps describe the installation process of the Attendant.

Run the Setup.msi file to start the setup program.
Click “Next”
Read and accept the License Agreement by checking the “I accept the terms in the License Agreement” box.
The following screen will display the available features
(Always install the “Anywhere365 Attendant”.)
Click “Next”
Click “Install”
The Attendant will now be installed
Select “Finish” to close the setup
The desktop contains an icon for the Attendant
This icon is also available in the installation directory

Configuration

Licenses

The first time you will start the attendant it will ask for a license. You have probably received a license, either a company license or a trial license.

You should download the license and save it on the computer that will be running the Attendant. Remember the location.

For applying the license to the product, just follow the next steps:

Start the Anywhere365 Attendant.
Click “Browse..” in the popup requesting a License.
Navigate to the downloaded file (Called License.lic by default).
Confirm two times by Clicking “Open” and “Ok”.

UCC (Optional)

When you have an UCC available, it is useful to connect the Attendant to the UCC.

Make sure the Attendant is started and license is entered.
Go to “Settings”.
Open the UCC tab
Click on the blue + (top)
Enter the information
1. Unified Contact Center Name = UCC Name, can be found in config.xml on Anywhere365 Server
2. Unified Contact Center Host = FQDN FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com] of the Anywhere365 Server
3. Secure = Check if you use HTTPS
Click OK
Click Save