Attendant Pro Sept 2016 (Q3-2016) Update: Analytics Dashboard, See Contacts by Department, Office, Etc; Configure Current Call Buttons & More

Download MSI ver. 1.0.x Click Here

New Features

• Attendant Console Analytics Dashboard (No Server, No Office 365 Dependency)
• Advanced Search
• Outlook-style Search Filters
• See Contacts in a Department (Office, Location, Title) By Select from a List Created From Contact List
• 1-Click Saved Search
• Setting to remove unused call transfer buttons from the “Current Call”
• Sign In or Out of all Skype for Business RGS Queues w/1-Click or Button Press (definable hotkeys)
• Setting to Auto-Close conversations started by Attendant Pro (suppress inactive conversation windows)
• “Handled Calls” Panel displays the Contact who picked up a parked call
• “Medium Contact List” formatted Contact Layout added
• Local Machine Settings (Hkey local machine) apply to all users on a machine
• Attendant Pro lab tested with JAWS Accessibility software
• Added Icelandic  language (machine)
• Users can easily give Feedback via Microsoft Office like feedback navigation

Enhancements

• Pop out Contact from Contact Details header panel
• Contacts styled a bit closer to Skype for Business & Lync 2013
• Voicemail & Options buttons in top right styled like Skype for Business & Lync 2013
• Contact Details displays “No Contact Selected” if that is the case instead of a blank card
• List contact formats now dynamically size according to width
• “Park For” now clears the “Contact Search” field

Fixes

• Recording now not interrupted by subsequent unanswered calls
• RGS Queue statistics no longer timeout after running for some time
• Redial now works with Skype for Business 2016

 

Attendant Console Analytics Dashboard (No Server, No Office 365 Dependency)

Attendant console analytics dashboard is now a built in feature and requires no additional servers or Office 365 services licenses. The key performance indicators can be displayed right in the Attendant Pro footer along with other application indicators like Microsoft Office applications.

More detail of the available KPI’s.

Clicking on the KPI’s will launch the Attendant Pro insights dashboard in Microsoft Excel.

The Attendant Pro Analytics Dashboard has the following reports and graphs out of the box:

• Today key performance indicators
• Date Range key performance indicator
• ACD Activity Chart
• Transfer Type Chart
• In versus Out going Calls
• Call Volume by Hour
• Call Volume by Day

Additional dashboard KPI and charts can be added using standard Microsoft Excel methods.

To configure report and analytics dashboard just go to Options | Reporting and then Check “Enable Call Detail Reporting” and select the key performance indicators you want to display.

Advanced Search: Outlook-style Search Filters

NOTE: This feature requires Advanced Search. To turn on: Options | Search | Search=Advanced. Now restart Attendant Pro.

In “Contact Search”  turn on the [1] Filter panel, then [2] select a filter and now you are ready type type in (for this case) a Department.

Now just type in an existing department name (or part of a department name). Users can further filter by adding, for example, a contact name.

It

See Contacts in a Department (Office, Location, Title) By Select from a List Created From Contact List

NOTE: This feature requires Advanced Search. To turn on: Options | Search | Search=Advanced. Now restart Attendant Pro.

The feature allows users to a Department, Office, Location or Title from a list and show all the contacts in that object. Just select the Department list and select “Service” to show all the contacts in the “Service” department.

These lists are automatically generated from the contact list.

1-Click Saved Search

You can save commonly used searches for quick access.

Just [1] create a search and then [2] right-click in the search field and [3] click
“Add as Saved Search”

 

Now you can further edit the “Saved Search” by editing the display Name and, if you wish, adding a keyboard shortcut. (the keyboard shortcut can even be global, so if you are working in another application it still works!)

Now you can display this saved search by clicking the menu that will appear beside the search. Users can also use the keyboard shortcut without using this menu.

Setting to remove unused call transfer buttons from the “Current Call”

Now you can configure what transfer buttons you want to show on the “Current Call”. Go to Options | Current Call and “Minimize” any buttons you don’t wish to appear on the “Current Call”.

NOTE: If shortcut keys are assigned to a transfer type the user will still have access to this transfer type.

Sign In or Out of all Skype for Business RGS Groups

Users can now sign in or out of all formal RGS Agent Groups with one click or shortcut key press. The “Options” window allows users to define shortcut keys for “Sign In All” and “Sign Out All” for efficient management of RGS Agent Groups.

Setting to Auto-Close Conversations started by Attendant Pro

(suppress inactive conversation windows)

“Handled Calls” Panel displays the Contact who picked up a Parked Call

The contact that picks up a Park Call is indicated in the “Handled Calls” panel.

“Medium Contact List” formatted Contact Layout added

Below is the new medium contact list layout.

Attendant Pro June 2016 Update: Assistant, Segmented Contact Search, Search Exchange Public Folders & Multi-Monitor Support & More

Download MSI v. 1.0.6032.27801 Here: Click Here
http://landiscomputer.com/attendantpro

New Features

• Related Contacts now displays the Exchange Assistant contact (using EWS/No Additional Servers)
• Segmented (pre filtered) Contact List Search (No Server Required)
  • Limit search results to Office, Department or other criteria of your choice. (no IT intervention)
• Advanced Search: Exchange/EWS Public Folder Contact List(s) can now be a contact list search source (along w/Exchange GAL & CSV files)
• Pop Out “Contact Details” panel/s onto any monitor
  • Have commonly used contacts pinned to any monitor for 1 click call or transfer access
• Added List Contact Layouts (Now there is Tile or List formatted contact layouts)
• F1 Help Multilingual Help (ES, DE, FR at this time) (online)
• Call Pops based on RGS or Display Name ({DisplayName} and {RGSName} variable now available)
• CSV Contact List search now supports Unicode characters
• Safe Transfers & Park For’s that are returned to operator now indicates the Contact the call was previously transferred to which failed.
• Advanced Search: Ability to add a new SIP contact now possible
• Mouse & Touch Optimized switchable UI
• Resizable Fonts (Normal, Large, Extra Large)

Enhancements

• Fonts now match Skype for Business (fonts follow UI selection)
• Attendant Pro application boarders now match Skype for Business
• Notifications/Alerts now more closely match Skype for Business styling
• Time/Date shown in format of the language/culture selected
• “Call Forwarding” Quick Access Shortcuts now works in all scenarios
• Collapse “Related Contacts” tree

Changes

• New Transfer Icons to more closely match Skype for Business
• Safe Transfer Icon changed/improved
• Transfer Mode indicator more closely matches Skype for Business look (blue, not red)
• Options: "Shortcut Setup" > Quick Access Shortcuts
• Options: Call Back Email Setup > Message Templates

Fixes

• Start recording a call if you start Attendant Pro during the call
• It was hard to tell which context menu item were disabled
• Park For is now disabled when Park is not relevant
• Product version matches version  listed in Add/Remove Programs

 

“Related Contacts” now displays the Exchange Assistant contact (using EWS/No Additional Servers)

If the “msExchAssistantName” field is populated (Display Name or SIP URI) it will be displayed along with other “Related Contacts” via EWS.

Segmented (pre filtered) Contact List Search (No Server Required)

Just enter a filter which will be applied to each search to allow operator to search for contacts in their Office or Department (or any other supported filter). Below searching for “Martin” shows all Martins in New York office.

Pop Out “Contact Details” panel/s onto any monitor

One click call or transfer (any function) access to even more contacts and related contacts.

Advanced Search: Search Exchange/EWS Public Folder Contact List(s) Natively From Attendant Pro.

Public Folder contact Lists can now be a contact list search source (along w/Exchange GAL & CSV files). Configuration is just a minute & a few clicks.

 

Tiles or Lists Format for Contacts Lists

We’ve added the ability to select tiles or list for the format your contacts in groups or searches are displayed in.

List Format

Tile Format

Attendant Pro March 2016 Update: Skype for Business UI Improvements, Out of Office Indicator, Transfer to VM & More

BEFORE YOU UPDATE READ & BE AWARE OF HOW UPDATES WILL AFFECT YOUR USERS. ESPECIALLY THE FIRST 3 ITEMS:

• When a user clicks voicemail contact method when a call is in “Transfer Mode”, Attendant Pro will always do Blind Transfer, even if call is in consult Transfer (Current implementation: if a call is in ANY transfer mode, clicking voicemail on a contact will do a blind transfer to voicemail, even for "Park For")
• The Code signing certificate was changed including the name. (THIS MAY AFFECT PEOPLE USING APPLOCKER)
• Changed the call recording folder from AppData/Roaming to AppData/Local.

 

• Many UI Improvements to make user interface match Skype for Business even more closely.
• French translation improved by human translation
• Skype for Business style Out of Office indicator
• Skype for Business small (one line) presence style on Small & Medium "Contact Layouts"
• Skype for Business style Call & SmartCall icons
• SmartCall buttons are now indicated with an additional dot on the call icon (see example)
• EWS Connection Status (for Address book, MWI, etc) indicates green of connected successfully
• Make EWS alternate credential management more user-friendly
• Hide EWS note field when EWS is turned off or not working.
• Contact Group "Pinned Contacts" is now named "Favorites" to match Skype for Business
• Quite a bit of Skype for Business styling: Current Call window shading/color,
• Menu styling more closely matches Skype for Business & Lync 2013
• Enhancement: User Interface UI Logging added to logs
• Contact Group icons to indicate if a group is a distribution group.
• Indicate outgoing Ringing call as "Calling" state, not merely "Inactive" till call is established
• Many Translation Improvements
• Skype for Business style Retrieve Voicemail icon
• Skype for Business style voicemail icon on "Contact Layouts"
• Call Information window: Make default regex so that it works out of box
• Fix: Default delegate is not re-selected after sign out/in of Skype4B
• Fix: Shortcuts quick reference on bottom now reflect changes without restart.
• Fix: If Skype4B user signs out and in, user name/delegate drop down now continues to work.
• Fix: When you search for contact using criteria (Department:(Partners) it sometimes shows the results twice or more.
• Out of Office text formatting on Large Contact Card
• Add Out of Office Tool Tip on Large Contact Card
• Add Skype for Business style Out of Office Indicator on Contact Layout & Contact Details

 

Out of Office Indicator on “Contact Layouts” & “Contact Details” Panel

Attendant Pro now has Skype for Business style “Out of Office” indicator. It is on Contact Layouts (Contact Groups, Contact Search & Related Contacts) and on the Contact Details panel.

Small Contact Layout

Contact Details

“Smart Call” versus “Call” indicator: Know when you are explicitly calling a Skype4B Contact or Using “Smart Call”

We are now using distinct icons to visually show when a call button is a “Smart Call” or regular Skype for Business/Lync “Call” button. The Smart Call icon includes an extra dot to indicate it is using Smart Call logic to determine the number that will be called.

	Smart Call	Will use Smart logic. Hover to see what it will call.
	Call	Will call only the SIP contact

 

Download the MSI: Click Here

Attendant Pro December 2015 Update: Change Other User’s Presence & Notes, Call Recording Upload & More

Download the Attendant Pro v.1.0.5835.27413 BETA MSI Installer: Click Here
All Downloads

New Features

• “Change Presence/Note for Another User” UI surfaces SEFAUTIL Server functionality inside Attendant Pro.
• Call Recording Upload Location
  • Automatically upload recordings to network location of your choice for archiving or manager listening
• When performing a safe transfer to voicemail contact method, Attendant Pro will use Blind Transfer
• Attendant Pro only runs once (running it again will set focus to exsisting instance) 
• Contact Layout Call button logic gets additional intelligence
• Add Arabic (Quatar), Arabic (UAE), Spanish (Spain), Malay (Malaysia), Czech
• “Advanced Search” now has paging if more than one page of results are returned

Improvements/Fixes of Exsisting Features

• Updated French, German, Danish, Spanish, Hebrew, Italian, Japanese, Korean, Lithuanian, Norwegian, Dutch, Portuguese, Romanian, Russian, Swedish, & Chinese.
• Fixed - Tool tips on Contact Card contact methods are sometimes blank
• Fixed - On the large Contact Layout the photos are now async

“Change Presence/Note for Another User” UI surfaces SEFAUTIL Server Functionality Inside Attendant Pro

In Attendant Pro we have been steadily surfacing more & more functionality of various servers and web services to make a seamless and optimized user experience for common attendant console tasks.  Some of the servers & web services already integrated with Attendant Pro are Exchange, Azure and Office 365.

In the latest version of Attendant Pro we are seamlessly surfacing the functionality of SEFAUTIL Server which means if you have SEFAUTIL Server in your environment the ability to change other users presence and notes will “light up” in Attendant Pro. SEFAUTIL Server has its own centrally managed and very granular security for who can change which user’s settings.

“Change Presence/Note for Another User” is efficiently launched from the “Contact Details” panel (At the moment double clicking the DisplayName in the “Contact Details” panel. NOTE: This UI element is subject to change.) and then you just make your Note and/or Presence change and press OK. At a glance you will see the changes as they occur for immediate feedback that your request was successful.

Detailed view of the “Change Presence/Note for Another User” screen: 

Video

Once again, “Change Presence/Note for Another User” user interface becomes available if you have SEFAUTIL Server implemented in your Skype for Business Server environment.

Read more about SEFAUTIL Server: Click Here
 

Call Recording Upload Location

In the October 2015 update we introduced in Call Recording in Attendant Pro. In this update we are enhancing Call Recording to upload recordings to a network share of your choice for archiving or manager review.

The recordings upload happens as a background task. If Attendant Pro is closed, copying will be paused till Attendant Pro is run again. Attempts to tamper with recordings being uploaded will be logged. 

 

When performing a safe transfer to voicemail contact method, Attendant Pro will use “Blind Transfer”

If you select to do a “Safe Transfer” then select “Voicemail” on a contact, Attendant Pro will transfer using “Blind Transfer”. (since using Safe Transfer will always result in the call bouncing back to the attendant instead of actually going to voicemail)

Limit Attendant Pro Running Instances to One

If you try to run Attendant Pro the second time it will just maximize the exsisting running Attendant Pro instance.

“Smart” Contact Method Logic Made More Sophisticated

If a user clicks the Skype for Business/Lync “Call” or selects “Smart” ( Options | General | Contact Double Click Action = Smart ) for the double click action for a Contact Layout the below logic is what determines what number is called/transferred to:

• When there are mulitple content methods associated with a contact, the Attendant Pro hiearchy:

  • If only one contact method, use that contact method.
  • If more than one contact method use 1st “SIP/Skype Call” address
  • If no SIP/Skype CAll then use “Work” (ADDED)
  • “Other Call” (ADDED)

The user can also hover over the Call button to see what the call/transfer to destination will be.

 

“Advanced Search”: Added Paging if there more than one page of results

In “Advanced Search” you can now page through multiple pages of results.

 

Added UI Languages

We’ve added several languages: Arabic (Quatar), Arabic (UAE), Spanish (Spain), Malay (Malaysia) and Czech.

 

Get a free fully working Trial that takes a minute to download & install:

Attendant Pro October 2015 Update: Call Recording, Park For Group/User Button & More

Download the Attendant Pro v.1.0.5766.27587 BETA MSI Installer: Click Here

• New Features
  • Call Recording
  • On Demand or All Calls
  • 1-Click “Park For”
  • Quick Access Shortcuts: Easily add icons
  • Added “Consult Transfer”  shortcut key label at bottom of screen
  • Added all shortcut keys tooltip
  • Button in Configuration to open Attendant Pro log files
• Improvements/Fixes
  • Custom Contact Layout XAML validation and error checking

 

Call Recording (Feature Included inside Attendant Pro)

For more details on Call Recording included in Attendant Pro, click here.

We have another solution coming soon, Call Recording Pro, which is a solution for users that don’t run Attendant Pro. If you have interest, sign up to be a part of the Call Recording Pro BETA group: click here

1-Click Park For User or Group

“Park For” functionality has been in Attendant Pro since Q2 2015, but in this version we have surfaced it as a single click button right on the “Current Call” panel. Park for allows you to double click a Group or Contact to park for that entity and send them an instant message notifying them a Park is awaiting them.

For more details on “Park For” see: http://attendantpro.blogspot.com/2015/04/attendant-pro-for-lync-skype-for.html#parkforgroup

Quick Access Shortcuts: Easily Add Icons

Easily assign icons to shortcut keys.

Added Shortcut Keys Tooltip

Just hover over a shortcut key label to see all shortcut keys.

 

Button in Configuration to open Attendant Pro log files

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Call Recording Pro for Skype for Business: 1 Minute Install & No Server Call Recording Solution

Sign Up to be a part of the Call Recording Pro BETA group: click here

We are glad to announce Call Recording Pro for Skype for Business (Lync): a call recording solution that is a 1 Minute Install and requires No Servers and is easy to roll out to groups without involvement of central IT.

Call Recording Pro technology will be introduced first as functionality built-in Attendant Pro in just a few days, after that it will introduced in a very light agent that can be installed on any computer running Skype for Business for Windows and can be rolled out centrally using standard Windows management tools. Call Recording Po will be a recording solution whether or not your organization is using Attendant Pro.

How Does It Work?

Call Recording Pro is a small application that runs side by side with Skype for Business client for Windows that records calls. Install in a minute and start recording. That easy.

Features

Below are some of the features:

• Ability to record Every Call (No click) or On Demand with 1-Click
• Policy to determine if users can stop recording in “Always Record” mode
• Easily listen to recordings locally using standard Windows Media player
• Auto upload recordings to OneDrive or corporate shared drive for easy manager access to recordings
• Recording will auto select the Skype for Business audio device

Limitations: It’s Not for Everyone

Call Recording Pro will fit many scenarios, but not all of them.

• Requires Skype for Business (Lync) client for Windows
• Works with all Skype for Business Optimized USB devices (USB headsets/handsets
  • does not work with IP phones at this time
• Does not support switching the audio device during a call at this time
• Not targeted for legal or compliance scenarios

Quick Screen Shots

Just make a call and calls will be recorded!

Easy to configure

Just set recording to your preferred type.

If policy allows it, easily stop recording for confidential information

Easily listen to recording locally. Right click on “Start Recording” button on main screen.

You will see the folder with recordings.

Or have Call Recording Pro automatically upload recordings to OneDrive for easy search and playback by managers

Or mobile devices using OneDrive application [1]

Using standard Windows audio player

FAQ

Q. Will my side be recorded when I mute myself in Skype for Business?
A. No.

Feedback

We realize this is a new way to go about Skype for Business call recording and we welcome your feedback.

Sign Up to be a part of the Call Recording Pro BETA group: click here

[1] – Requires WAV capable player on device. VLC is a free, WAV player for Android devices.

How to Get the GUID of the Address Book in Office365

 

Open the Exchange admin center in Office 365 > permissions > admin roles

Add the Address Lists roll to an existing roll group or create a new role group with the Address List role. Make sure you are a member of the group.

Connect to Office 365 with Powershell:

$session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri "https://ps.outlook.com/powershell/" -Credential $cred -Authentication Basic -AllowRedirection

Import-PSSession $session

Get GUID of global address list:

Get-GlobalAddressList | fl name, guid

Get GUID of other address list:

List address lists:

Get-AddressList | fl name

Enter name of address list in place of addresslistname below:

Get-AddressList -Identity "addresslistname" | fl name, guid

Disconnect PowerShell session:

Get-PSSession | Remove-PSSession