User Guide - Attendant

Overview

1. Dial-pad

2. Hold calls

3. Summary

4. Microphone and volume

5. Editable status

6. Search

7. Active Call

8. Caller history

9. Previous contact of Caller

10. Timeline

11. Agenda

12. Frequent Contacts and Groups

13. Overview

14. Agenda

15. Visitors

16. Addressbook

17. Settings

18. Current Queue

19. Missed Calls

20. Open Chats

21. Mirror

22. Notes

The Attendant is fully controllable via a mouse, touch screen or keyboard combinations. To find out which useful shortcuts there are, please see Shortcuts.

Training Video

Call Buttons

In the Call controls there a four buttons available. The following describes what functionality they have.

Icon	Action	Description
	Accept	With the Accept button you can accept an incoming dialogue. Only visible and usable if there is an incoming call. Otherwise grayed.
	Hold / Resume	Click to put the call on hold. Click again to resume the call. Only visible and usable when a call is in progress. Otherwise grayed (even if there is a Hold Call).
	Disconnect	With the Disconnect button you can disconnect a current dialogue or reject an incoming dialogue. Only visible and usable if there is an incoming Call or a Call in progress. Otherwise grayed
	Transfer	With Transfer, you can transfer a Call to another person. The workflow can be found in the section "Transfer". Only visible and usable if there is an incoming call or a call in progress. Otherwise grayed.

Incoming Calls

Incoming Calls can both be directly or via the 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.. When an incoming call pops-up, you will see who is calling and you are able to pick-up , ignore or transfer the call directly. You can also see were the call is coming from.

Incoming call via the UCC example

Let's say someone calls the main number of your company and that this main number is connected the an UCC. Your company uses 1 Skill and 2 Agents who are using the Reception Attendant. The caller will automatically be forwarded to an Agent with that particular Skill. So in this case, you or your colleague. While the call is in the queue, the UCC will look for an available Agent. If you are Available, the call will be forwarded to you and the Reception Attendant will ring, so you can answer the call.

If your colleague is hunted for the call, but he or she is not answering, the call will stay in the queue. You can pick it up from there or wait until the UCC decides to hunt another Agent (in this case, that would be you, if you are Available of course).

Putting calls on hold

Transferring Calls

Direct Transfer

Consultative Transfer

Call Park

In order to park a call (CallPark), simply right click on the blue transfer button. The call will be placed on hold on the top bar.

When mouse-over the yellow note icon, the call park code will be displayed.

Group Calls

1. Have an active call

2. Drag and drop a second contact on the conversation.

   

3. You now have a group call

   

Outgoing Calls

Contact

An Outgoing Call can be started from any contact card:

Dial pad

Missed Calls

Calls in Queue

Chat Functions

Warning: With the January 2024 update of Office 365 (which includes the Skype for Business client), Microsoft has introduced a breaking change for the chat API in the Skype for Business SDK. If you are using the Reception Attendant this would mean that you can no longer use the chat functionality. Anywhere365 is looking into the possibilities, but cannot guarantee a solution.

With the chat window you have more possibilities for communicating with your customer. During a call or when standing by you can easily set-up a chat with a customer or colleague. From there you are able to give them a call, setup a video chat or chosen from the other ways to communicate. In the example below, Melissa Simmons is in a call with Julliete Pinson and have a chat conversation with Keith Sanders and Jessica Torne at the same time. Melissa Simmons is also viewing the calendar of Keith and sees that he has a meeting with Nathalie Johnson at 1 pm this afternoon.

Chat Window

Group Chat

1. Have an active chat

2. Drag and drop a second contact in the window

3. You now have a group chat

E-mail

Sending a mail is very easy with the Social Reception Attendant.

SMS

Sending a sms is very easy with the Social Reception Attendant.

The SMS function is only available in combination with Messagebird.com

Timeline

With the all new Anywhere365 Reception Attendant it is possible to see all previous contacts on a timeline. You can see, when the caller has called and with who he or she has spoken that day / time. Also the path is visible, from accepting to forwarding and closing the call.

To view the timeline. Simply press the timeline button on the caller screen when in a call.

Calendar

Calendar overview

With the Calendar the Attendant can easily view appointments of colleagues and in this way give the Caller better service.

Calender Use

It is very easy to go back to the Calendar overview. The Social Reception Attendant user only needs to tap the back arrow or opening a new calendar by dragging and dropping a contact card.

1. Click on the name of the contact and hold the mouse button.
2. Drag the contact to the Calendar.
3. Release the mouse button

Calendar views

Contacts

On the right side of the Social Reception Attendant you will find the ‘Frequent contacts’ and your ‘Departments’. These contacts can be displayed in two ways. There is the list view and a grid view. In the picture below, you’ll see the list view.

Search

On the top side of the ‘Frequent contacts’, contact can be search using the search bar. The contact are searched in the Lync Microsoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. contact list, which is the same as in the Lync client. This also included AD account, Outlook contacts and Distribution Groups.

Frequent Contacts

The ‘Frequent contacts’ are automatically filled by the UCC based the amount of transfer from and to the contact. That means that a frequent caller is not always a frequent contact.

Contact card

Groups

With the Social Reception Attendant it is possible to create groups in your contact list.

To do so, search for a contact you want to add to a group and right click on the contact card.

As you can see in the picture above, you now are able to select "Add to Group" and then you can select a group you want to add this contact to.

In the example above there are currently no groups yet, so we added Nigel Johnson to a New Group.

Once you clicked away the current search (from the search bar) you are able to adjust the group name. In this example we named the group "Superstars".

The next step is to add another Superstar to the group. Let's do a search for Mike Evans, right click on his contact card and now you can select the group Superstars or you can add him to a new group. For this example we choose the add him to the group of superstars.

Now we have the contact cards of Nigel Johnson and Mike Evans in a group called Superstars. If you want to remove a contact from the group, simply right click on the contact card in the group and select "Remove from Group". (see the example below)

If you want to change the name of the group, just right click on the group name and select "Rename Group".

If you want to delete a group, right click on the group name and select "Remove Group".

Notes

It is possible to make notes, during a call or just when standing by. When pressing on the notes icon on the left side of the screen, the Reception Attendant will switch to the notes section. From there the user is able to make notes, saving them or sending the notes immediately via email or other media.

When the user is making notes during a call and another calls comes in, the current call will be placed on hold. The Reception Attendant reminders the notes taken during the call, so when the user has taken back the call, the notes are visible again and ready to be send (or deleted). The notes functionality becomes very useful in forcing back the use of paper, which most companies are eager to do these days.

A note can be private or public. When the Reception Attendant user transfers a call to an agent, the agent receives a chat message with the contents of the public note. When the note is set to private, the receiving agent does not receive the note. To change the status of a note, press the lock button.

Create new note

2. Open Notes (left side)

3. Click new note

4. Here you can give the note a title

Assign note to contact

1. Have a Note
2. Drag and drop a contact to the note
   

Send note to contact

1. Have a Note
2. Drag and drop the note on the contact
   
3. This will open a IM or Email window to send the note.

Mirror

A reception desk user is the face of the company for your (internal) clients and your colleagues. Therefore a receptionist always wants to have that extra appealing look and keeping that the whole day. Because of that we build in a mirror function, which uses a (integrated) web cam.

When the receptionist hits the mirror button on the left side of the screen, the camera turns on and the user can check their smile. When he or she use mouse over or touch the mirror screen the camera will fade to the background and the receptionist is able to check the weather in the area or go directly to a search browser or favorite website (e.g. news webpage).

To change the weather location, weather measurement and search URL, visit the general settings page.

Scenarios

Transferring an incoming call to colleagues cell phone

When your on the phone with an important customer and forwarding to it's account manager failed because he or she isn't signed in on his office phone, you want to be forward the client to the (private) cell phone of the account manager. To do this, you can look up the account manager via the search bar (while on the phone with the client) and select the three dots and clicking on "See contact card". Now you can see all contact possibilities for the account manager, including his (private or work) cell phone. To transfer the client to this number, simply press the blue transfer icon and select the cell phone number. The client will now be redirected to the account manager.

So no need to make a Call Back Notice for this client and it's account manager.

Plan a meeting with a client and your colleagues

When a client calls you and they want to setup a meeting with one of your colleagues, you have several options for handling this.

Of course you can transfer the call to the colleague and when he is not reachable you can tell the customer to call back later or send a note to the colleague to call back the client. But it would be nice to just setup the meeting instantly while your on the phone with the client. First u need to look up the colleague via the search bar. Then drag the contact card from the colleague to the Calendar and see when he is available. You are not able to submit a new calendar entry for privacy purposes but you are able to setup a meeting with the client and directly send an email to the colleague with an invitation for this meeting.

Then the colleague does not have to call back the client and this save up some frustration (when he cant get a hold of the client) and time.

Handling multiple calls

When you are on the phone and you notice that the queue is piling up and that customers are on the line for minutes, you want to answer the calls and tell them they are on hold or forward them to your colleagues. You can put your current call on hold by pressing the yellow pause button, but you can also answer another call from the queue by clicking on the phone icon in the queue line (next to the call you want to pick up). Once you picked up a call from the queue, you can answer the client, forward them to a colleague or tell them to wait a few more minutes and place them on hold by using the pause button.

Forward to previously spoken colleague

It often happens that clients call, regarding a previous contact with your company, only that they can't reminder the name of the colleague they have spoken with.

In this case, the Timeline function is very useful. Just open the Timeline with the three dots under the caller details and you are able to see which colleague has spoken with this caller. Of course you are able to immediately transfer this call to the colleague, simply by dragging the caller to the contact card of the colleague in the Timeline (once you opened a certain call flow from the Timeline).