Attendant Settings

In this chapter we discuss the various settings for the Social Reception Attendant.

The settings menu can be opened by pressing the Settings button on the bar on the right side of the screen.

 

General Settings

The first settings page, that opens directly once the settings button is pressed, is the General Settings page. On this page there are some important settings. We will discuss them one by one.

 

Setting

Description

Default endpoint

Choose the default endpoint. Usually this is Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses., but in some occasions it can be a Work Phone or Mobile Phone.

Weather API key

This is the unique API key to have access to the weather portal.

License

This is the location were the license file is stored. It is replaceable by clicking on the Browse button.

LyncMicrosoft 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. Suppression mode

This mode must be turned on for proper use of the application.

Show me as Inactive when idle for

With this settings the amount of minutes before the system shows the user as Inactive can be changed.

Search URL

You can enter a URL to where to want go once selecting it from the mirror tab.

Video Device

When multiple video devices are attached to the computer, you can select here which one you want to use.

Action after Double Click on contact in the contact list

Change the action of the double click.

(default open contact information)

Conversation info Order

Change the information order of the active calls.

Weather location

Change the city or country for local weather updates.

Weather measurement

Choose between degrees Celsius or Fahrenheit.

Client Version (Lync or Skype for Business)

Select the version of Skype for Business you are using.

Maximum number of search results

Limit the total number of search results.

Change status from Inactive to Away after

With this settings the amount of minutes before the system shows the user as Away can be changed.

Clear search after transfer

Select this if you want the search field to be cleared after you have transferred a call.

Show ToastA toast is a skype instant message notification. for Incoming Conversation

Select this if you want to receive the large "incoming call bar" when a calls comes in. If deselected the incoming call will only be visible in the top bar of the Attendant.

 

User Settings

 

On the User Settings page are the users who are signed in at the Social Reception Attendant. This can be a Skype for Business / Microsoft Teams account or an Exchange account.

 

UCC Settings

 

The UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. Settings can be used to change the UCC where the Social Reception Attendant is linked to. When pressing Advanced…, more settings will come available. We will go true them, one by one.

Setting

Description

Unified Contact Center Name

Fill in the name of the UCC.

Attendant Hub

Insert the FQDNA fully qualified domain name (FQDN), sometimes also referred as an absolute domain name, is a domain name that specifies its exact location in the tree hierarchy of the Domain Name System (DNS)./AttendantService.

Dashboard Hub

Insert the FQDN/DashboardService.

Get missed calls for

Enter the amount of days you want to display the missed calls.

Get frequent contacts for

Enter the amount of days you want to display the frequent contacts.

Total frequent contacts

Enter the amount of total frequent contacts to display.

Total Previous Agents

Enter the amount of previous agents you want to display.

Agent Start / Stop

Allows you to start / stop as a formal agentA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC. for the specific UCC. It shows the opposite value of your current status. If not supported is shown you are running a UCC that is too old and it will need the latest update. The attendant does not check if you change your status outside of this setting until a change in the setting is made or a reboot of the attendant happens.

 

Department Settings

 

The Department Settings page can be used to create Departments which are displayed on the Overview.

 

Calendar Settings

 

On this page you can easily edit the Exchange URL of Version.

 

SMS Settings

 

SMS needs a Gateway. On this page, you can simply edit the Gateway and Country code for the outgoing SMS messages.

 

Notification Settings

Setting

Description

Play Notification for new incoming Call in Queue

Choose between Always, When there is no active conversation and Never.

Play Notification for a Failed Transfer

Choose between Always, When there is no active conversation and Never.

Play Ringtone for incoming call

Choose between Always, When there is no active conversation and Never.

Play Notification when there are Calls Onhold

Choose between Always, When there is no active conversation and Never.

 

Contact settings

Here we will go into detail about the contacts settings tab. This page is accessed by going to the settings tab and then clicking contacts. On this page you can modify the order of the endpoint buttons (Lync, mobilephone, Chat, etc.) that will be shown under a contact when clicking a contact, transferring a contact, dragging a note onto a contact and when holding the call button. Before we go into detail what each order does we will go through the possible order options. If you just want to know how to change the settings, please go to end of the page to the section Numbers and changing order. Below is a screen of the settings page.

 

Available options

There are eleven possible options, but other than the contact tab not all options are available for the other order categories because the actions performed there have nothing to do with said options. Below is an explanation of all possible options:

Option

Description

Chat

Opens chat window with the contact

DefaultEndpoint

Calls the default endpoint (Normally this is the Skype number). If you keep the button pressed a circle will appear. When the circle is full, let go and a menu with all configured call options for that contact will be shown .

Video

Make a video call to the contact

Mail

Opens email window to send an email to the contact and / or others

Sms

Opens sms window to type a sms to the contact and / or others

Skype

Calls Skype for Business / Microsoft Teams number of the contact

Mobile

Calls the mobile phone number of the contact

Work

Call work phone number of the contact

Home

Call home phone number of the contact

Other

Call phone number of the contact that is not specified as any specific type (home / work)

Voicemail

Call voicemail of the contact

 

In the case of calling options, if a contact does not have a phonenumber specified for an option it will be shown in grey. In the following example the contact tab order is configured as mobile, work, home and voicemail. As seen in the picture below, this contact has a mobile and homephone number configured but not a workphone number or a voicemail number and such these options cannot be used and are therefore greyed out.

Default order

Below the contact tab order options there is the option to restore the default order. This will revert all four order options back to the original order. This is also the order that has been used in version five of the attendant up to this point.

 

Listview and blockview difference

The contact settings are based on the listview design. Since the blockview has less space, less icons will be shown. In the case of transfer and the contact tab this means that the last numbered option will not be shown. This will also be brought up in the order option descriptions.

 

Possible Order options

There are four options for which you define the order:

 

Contact tab order

This specifies the order of the buttons when you click on a contact as seen in the picture below. This tab will always show five options. The first four are configurable, the fifth one will always be the more button (the three dots icon). You cannot configure the options that appear below the more button.

As seen in the picture below, there are eleven options from which to choose, with the four numbered ones being the buttons that will be shown, from left to right. If you use the blockview only the first three options will be shown, we will show an example of this at the end of this paragraph.

We will now move SMS to slot 3. This will cause Video to go to slot 4 and Mail to no longer be a numbered option. Do not forget to save, otherwise the changes will not occur.

Now when we open the tab we will see that the third icon is SMS and that Video has moved one icon to the right and that mail is no longer shown.

The blockview only has room for four buttons and the more button will always be present. As such only the first three options will be shown rather then all four. Below is a screen of how it appears in the blockview. As you can see option 4, video, is not shown.

 

Long press order

When you keep the default endpoint button pressed a circle will appear that will fill up. Once full, let go and it will show all possible numbers to call the contact on. Note that while the are six available options, only the phone numbers that are configured by a contact will be shown, since it is pointless to show the ability to call a phone number that does not exist. If a contact has configured all six, they will all be shown in the given order.

The default endpoint icon is that of a phone. Unlike the other order options it is not presented on the button tab but below the defaultendpoint, as seen in the picture below. Since the contact in the picture below does not have voicemail configured (number 4) it instead opts to not show voicemail and instead shows the next one in the order that is configured, in this case number 5, namely home.

 

Transfer order

This tab will appear when you drag a contact on top of another contact. You will then see the five selected call options you can use to transfer to, as seen in the picture below.

If a phone number is not configured by the contact and therefore does not have a number to call, the icon will be shown in grey. Similarly to the contact tab order, since there is room for five buttons and there are seven call options only the call options that are numbered will be shown from left to right in the order 1-5.

As was the case with the contact tab, the blockview only has room for four buttons, as such the fifth option, in this example the homephone button, will not be shown.

 

Note order

Similar to transfer, only this time you drag a note on a contact and you will see all options which you can use to send the note. There are only three options available, chat, mail and sms.

The three options will not be greyed out, even though chat for instance will not be available for a regular phonenumber. Below a screen of the tab that is shown when you drag a note on a contact.

 

Numbers and changing order

This concludes our explanation of the contact settings. If you did not read about how the individual order options work, here is a quick overview on how the settings work, if you have already read that section, you can ignore the following text.

The numbers indicate in which order the buttons will be shown from left to right and then onto the next row from left to right again for the transfer order. For the contact tab and the transfer order there are also options without a number. The options without a number will not be shown, since only a limited amount of space is available. You can drag and drop them to one of the numbered slots, which in turn will cause the option in the bottom slot to be removed.

To give an example, the below order is how the buttons are presented under the contact tab and how this is presented when clicking a contact

We will now move SMS to slot 3. This will cause Video to go to slot 4 and Mail to no longer be a numbered option. Do not forget to save, otherwise the changes will not occur.

Now when we open the tab we will see that the third icon is SMS and that Video has moved one icon to the right and that mail is no longer shown.

 

Plugin Settings

Change the settings of the installed plugins.