Landis Technologies is Partnering to Provide IT Services to Eagle Business Software Customers & Acquires Esh Computer Center IT Group

Landis Technologies is Partnering to Provide IT Services to Eagle Business Software Customers & Acquires Esh Computer Center IT Group

Lancaster PA – October 5, 2018 – Landis Technologies and Eagle Business Software have entered into a strategic partnership where Landis will deliver IT products & services to Eagle Business Software customers and the Esh Computer Center IT group will join Landis Technologies.

Through the partnership, Eagle Business Software and Landis Technologies will deliver strong IT solutions to meet the needs of businesses across many industries. Eagle will continue to sell IT solutions optimized for EBMS and these IT solutions will be designed, delivered and supported by Landis while Eagle will deliver the EBMS ERP software systems.

“We look forward to Esh Computer Center IT Group joining Landis Technologies. They are a Microsoft Silver Partner with a considerable reach in IT, Managed Services and Microsoft Office 365 and we look forward to bringing our strong Microsoft & Office 365 expertise to these new Eagle Business Software customers.” says Landis Technologies managing owner Matt Landis. “We think everyone will benefit from our deep partnership with Microsoft and the focus on expert, timely and proactive approach to IT products and services. We look forward to an ongoing partnership with Eagle Business Software to provide IT to their EBMS customers.”

Eagle develops, implements and supports the EBMS ERP system for small to mid-sized businesses, to simplify and automate their business processes and to enhance financial reporting capabilities. With the industry and technical expertise of our partners, clients benefit from having two experienced and focused teams at their disposal to create solutions and provide support for their IT environment as well as the ERP system.

“Along with a high-quality ERP system, we believe having a solid, reliable and secure IT infrastructure and environment is key for growing businesses to leverage their investment in technology and protect their assets,” said Jake Esh, Founder of Eagle Business Software.  “Landis shares our values and mission of providing high quality technology solutions to empower business success. By unifying software and IT solutions clients experience a much smoother engagement with their key software programs.”

Eagle CEO, Mike Stoltzfus is excited to begin this partnership. “We want to increase our focus on ERP software and are grateful to have a strong IT provider like Landis as a partner to serve clients going forward. Landis has a proven track record of providing high quality IT solutions and by working together we believe everyone will win.”

About Eagle Business Software

Eagle Business Software, a d/b/a of Esh Computer Center has developed, implemented and supported the ERP software known as Eagle Business Management Software (EBMS) since 1993. With over 50 team members, they serve over 400 businesses in the US and Canada.

About Landis Technologies

Landis Technologies is a Microsoft Gold Partner which has been focusing on Microsoft technologies since 1995. Landis Technologies is known internationally for deep knowledge around Microsoft Skype for Business, Microsoft Teams & Office 365. Landis Technologies has provided Office 365 software solutions to customers in over 50 countries via a network of over 250 Microsoft Partners. Landis Technologies is headquartered in Ephrata Pennsylvania. http://landistechnologies.com

 

Landis Technologies & Colima Partner to Enable Skype for Business End Users to Easily Change a Colleagues Forwarding, Delegates & Presence

November 16, 2017, Ephrata Pennsylvania – Landis Technologies is announcing that Colima’s new client application product, Remeo, now enables all Skype for Business end users to easily change a colleagues’ forwarding, teams, delegates & presence powered by Landis SEFAUtil Server backend. This enables changing settings on behalf of other users for all users and Boss Admin scenarios based on role based AD security.

Colima Remeo Enables Users to Easily Change the Skype for Business Presence, Personal Note & Call Forwarding Settings of a Colleague
Colima Remeo Enables Users to Easily Change the Skype for Business Presence, Personal Note & Call Forwarding Settings of a Colleague

Matt Landis, Managing Owner at Landis Technologies, notes “Colima has a history of making intuitive extensions for Skype for Business Server. Remeo makes it very simple for end users to change forwarding & presence on behalf of others, and significantly, in a user interface that looks just like Skype for Business. Remeo is a simple client application to install that leverages existing install base & community familiarity with Landis SEFAUtil Server with no additional technical dependencies.” 

“Above all, Landis’ distinctive approach to sharing its own knowledge with the broad Skype for Business community free of charge and at great expense has always impressed us and demanded respect,” says Matthias Engelmann, Managing Director of Colima. In addition to the fact that our products simply complement each other very well, one of the decisive points in favor of a partnership was the fact that we have very similar ideas about the business ethics to be practiced.”, says Matthias Engelmann, CEO at Colima. 

The complete solution can be purchased from Colima today and is priced competitively for systems from 50 system users to the largest enterprises. For organizations already using Landis Technologies SEFAUtil Server, there are no additional technical requirements, just install the Remeo client application to have the colleague settings change capability.

Landis Technologies and Colima will host a joint webinar on November 30, 2017 at 10AM EST and you can register here: https://registration.eventbuilder.com/event/i4k5v2 

To read more about Colima Remeo: http://www.colima-remeo.com/
To read more about Landis Technologies SEFAUtil Server: http://landistechnologies.com/sefautilserver/  

About Landis Technologies LLC
Landis Technologies is a Microsoft Gold UC Partner which has been focusing on Microsoft technologies since 1995. Landis Technologies is known internationally for deep knowledge around Microsoft Skype for Business & Office 365 and was the first to deliver a client based Skype for Business & Office 365 attendant console to the market. Landis Technologies has provided Skype for Business software & solutions to customers in over 40 countries via a network of over 200 Microsoft Partners. Landis Technologies is headquartered in Ephrata Pennsylvania. http://landistechnologies.com
Contact: sales@landiscomputer.com  

About Colima
Colima manufactures particularly easy to use software products – especially add-ons for Microsoft’s Skype for Business. Building on nearly 15 years’ experience in the market for Automatic Call Distributors (ACDs) Colima  offers high-quality, modular products for professional communication channels.
Contact: sales@colima.de 

Landis Technologies SEFAUtil Server Licensing Change: Free For All Skype for Business MVPs & 50 User Systems

November 16, 2017, Ephrata Pennsylvania – Beginning today, Landis Technologies will be giving a free, full, unlimited, license for Landis SEFAUtil Server to all Skype for Business MVP’s and select community influencer’s for NFR & internal use.

Also, moving forward there will be a “Community Edition” that is not a “handicapped”, limited feature license.  Instead, who qualifies for a free version will be dependent on total system users. There is a free, full, unlimited, community supported license of Landis SEFAUtil Server available for all Skype for Business Server systems with less than 50 system users. This free license will accommodate small organizations, proof of Concept & labs.

Matt Landis, managing owner at Landis Technologies LLC notes, “We wanted to simplify our licensing and make sure users have all SEFAUtil Server features at their disposal. We also think it is important for all Skype for Business MVP’s to be familiar with Landis SEFAUtil Server.”

Landis SEFAUtil Server is a trusted application server to enable managing other user’s forwarding, delegates/team members, contact list, & presence with PowerShell or Apps. Landis SEFAUtil Server enables IT Admin & colleagues to change settings on behalf of other Skype for Business Server users. SEFAUtil Server has wide Skype for Business community reception. (see: Greig Sheridan: Installing SEFAUtil Server)

For a comparison chart of old and new licensing models, click here.

To read more about Landis SEFAUtil Server or to get your free license, browse to: http://landistechnologies.com/sefautilserver

About Landis Technologies LLC 
Landis Technologies is a Microsoft Gold UC Partner which has been focusing on Microsoft technologies since 1995. Landis Technologies is known internationally for deep knowledge around Microsoft Skype for Business & Office 365 and was the first to deliver a client based Skype for Business & Office 365 attendant console to the market. Landis Technologies has provided Skype for Business software & solutions to customers in over 40 countries via a network of over 200 Microsoft Partners. Landis Technologies is headquartered in Ephrata Pennsylvania. http://landistechnologies.com 
Contact: sales@landiscomputer.com 

Landis Technologies’ SEFAUtil Server Enables User Setting Management & Boss Admin for Skype for Business

Landis Technologies has released, SEFAUtil Server for Skype for Business, a product which enables system administrators and end users to change settings like forwarding, delegates, team call, contact list & presence on behalf of other users. This can be done by system administrators using PowerShell or end users using Landis Technologies Skype for Business Certified attendant console, Attendant Pro.

Landis Technologies Managing Owner Matt Landis notes: “Skype for Business customers & our key Microsoft UC Partners have repeatedly indicated the ability to management settings on behalf of users in key for in many Skype for Business Enterprise Voice deployments. We want to enable our partner network of over 200 Microsoft Skype for Business Partners with an industry trusted Skype for Business Boss Admin solution.”

James Arber, Senior Systems Engineer at Qtec “Without the extended functionality provided in Landis Technologies Attendant Pro and SEFAUtil Server, our Skype for Business Enterprise Voice deployment may not have become a reality.”

“Without the extended functionality provided in Landis Technologies Attendant Pro and SEFAUtil Server, our Skype for Business Enterprise Voice deployment may not have become a reality.”

Landis Technologies strongly supports the Skype for Business community and is providing a completely free Community Edition of SEFAUtil Server as well as an Enterprise Edition that includes more features and enterprise support agreements. Microsoft UC Partners & Skype for Business MVPs qualify for free Enterprise NFR edition.

SEFAUtil Server addresses three scenarios in Skype for Business. Users that need to change settings for others, system administrators that need to configure initial user settings & ongoing management of user settings:

  • (User/Boss-Admin/Receptionist Scenario) Boss/Admin style Changing of User Settings on Behalf of Another User
    • Change Forwarding, Presence, Note, etc. for another user (like a Boss)
  • (Administrator Initial Configuration Scenario) Initial Configuration of User Settings
    • Migration of User Settings from Another PBX to Skype for Business Server or vice versa
    • Initial configuration of User Settings when no other system involved.
  • (Administrator Ongoing Management Scenario) Ongoing Management of User Settings
    • Enforce a call forwarding policy (users w/no voicemail have calls forwarded to an announcement, for example)
    • Centrally managed native Skype for Business Contact Group
    • Ensure User Note meets company policy (no profanity, etc.)

SEFAUtil Server also lights up more functionality inside the Landis Technologies’ attendant console solution Attendant Pro. Receptionists and admins can change settings on behalf of other users right from the clean Attendant Pro user interface or dedicated Boss Admin software.

Download SEFAUtil Server here. Detailed PowerShell and instant message bot command documentation available here.

Landis Technologies is at Microsoft Inspire 2017 in Washington DC and presenting all their products for Microsoft Skype for Business & Office 365 Cloud PBX: Attendant Pro attendant console & Call Recording for Office 365 & Skype for Business and SEFAUtil Server.

About Landis Technologies

Landis Technologies is a Microsoft Gold Unified Communications Partner which has been focusing on Microsoft technologies since 1995. Landis Technologies is known internationally for deep knowledge around Microsoft Skype for Business & Office 365 and was the first to deliver a client based Skype for Business & Office 365 attendant console to the market. Landis Technologies has provided Skype for Business software & solutions to customers in over 40 countries via a network of over 200 Microsoft Partners. Landis Technologies is headquartered in Ephrata Pennsylvania. http://landistechnologies.com

Contact

Wendell Martin
717-733-0793
wendell@landiscomputer.com

Transfer Advisor Skype for Business Attendant Console

Landis Technologies Skype for Business Attendant Console Predicts Who Callers Will Want to Talk To

Attendant Pro, the Skype for Business attendant console by Landis Technologies, now uses digital intelligence to automatically display the contacts a caller will most likely wish to talk to. This means Skype for Business receptionists using the new Transfer Advisor feature can be even more efficient in handling calls.

Trevor Palmer, PM at Jupiter Fund Management notes: “Transfer Advisor is an outstanding new feature and fantastic addition to Attendant Pro… the Landis Technologies team has surpassed themselves yet again in bringing continued improvements to their Skype for Business receptionist console product.”

Transfer Advisor is an outstanding new feature and fantastic addition to Attendant Pro… the Landis Technologies team has surpassed themselves yet again in bringing continued improvements to their Skype for Business receptionist console product.

“We are on a mission to remove every unnecessary click in the process of receptionist call handling. With Attendant Pro Transfer Advisor we leverage existing Microsoft web services to intelligently suggest to whom a caller will most likely wish to talk. It makes Skype for Business operators faster & able to add more value so it is a win win.” says Landis Technologies managing owner Matt Landis.

The latest release includes more features including color coding Office 365 Call Queues, Dynamics 365/CRM & Skype for Business Merged User Experience and more. Landis Technologies will be demonstrating these features and more to Skype for Business & Office 365 partners around the world at Microsoft Inspire 20017 in Washington DC on July 9–13, 2017.

About Landis Technologies

Landis Technologies is a Microsoft Gold UC Partner which has been focusing on Microsoft technologies since 1995. Landis Technologies is known internationally for deep knowledge around Microsoft Skype for Business & Office 365 and was the first to deliver a client based Skype for Business & Office 365 attendant console to the market. Landis Technologies has provided Skype for Business software & solutions to customers in over 40 countries via a network of over 200 Microsoft Partners. Landis Technologies is headquartered in Ephrata Pennsylvania. http://landistechnologies.com

Landis Technologies Skype for Business Attendant Console at CEBIT 2017 Indicates Very Strong Skype for Business Enterprise Voice Growth

Landis Technologies is very pleased to partner with Microsoft to continue the success in bringing an easy to implement attendant console to the European market and over 40 countries worldwide. That Attendant Pro switchboard for Skype for Business has come to be known as a trusted reception console solution for global  Skype for Business enterprise voice rollouts.

“We are pleased to be presenting the Landis Technologies Attendant Pro product in the Microsoft Skype for Business pavilion alongside other well-known and trusted Skype for Business brand names like Polycom, Logitech & Plantronics” noted Wendell Martin, head of channel management at Landis Technologies. “The rapid growth of our Attendant Pro channel program to over 200 Skype for Business Microsoft Partners and customers in over 40 countries in 3 years indicates the very strong growth of Microsoft Skype for Business in Enterprise Voice specifically.”

At CEBIT 2017 Landis Technologies team will be underscoring 5 items that make Attendant Pro the attendant console for Skype for Business:

  • Simple: 1 Minute Install, No Servers. Easy to Implement, Manage & Use
  • Efficient: 1 Click Call Transfer & Handling
  • Familiar: Looks & Feels Just Like Skype for Business
  • Trusted: Relied on by Enterprises 24/7 in over 40 Countries
  • Powerful: Enterprise Features Available in a Fresh, Clean User Interface

Landis Technologies founder and Microsoft Skype for Business MVP Matt Landis is a speaker at CeBIT 2017 & will present at the Microsoft Skype for Business pavilion on “Completing Your Skype for Business Enterprise Voice Implementation with an Attendant Console” on 20 March 2017 at 3-3:30PM, and 21 March 2017 at 12:00-12:30PM.

Stop by as the Landis team is interested in discussing your roll out of Skype for Business enterprise voice at Hall 12, Stand E24. Or to contact our team email sales@landiscomputer.com.

http://www.cebit.de/exhibitor/microsoft-skype-for-business/H146316

attendant pro certified for skype for business

Landis Technologies Announces Attendant Pro Is Certified for Skype for Business

Lancaster, PA–Sept 23, 2016 – Today Landis Technologies announced that their no-server-needed attendant console solution for Skype for Business and Office 365 Cloud PBX, Attendant Pro, is certified for Skype for Business. Landis Technologies’ Attendant Pro for Skype for Business has been deployed globally in over 40 countries in a wide array of industries. Landis Technologies has worked closely with Microsoft MVP’s, Skype for Business experts around the world and Microsoft engineers to align its attendant console solution to the rapidly growing number of Skype for Business Server and Office 365 Cloud PBX implementations.

“The demand for an easy to deploy attendant console for Skype for Business that looks and feels just like Skype has been quite high since we released Attendant Pro and it keeps growing year over year. We see the growth only increasing as the Office 365 Cloud PBX offering matures.” says Landis Technologies Managing Owner and Microsoft Skype for Business MVP Matt Landis. “We want to say a huge thanks to the Skype for Business MVP community, our network of over 200 Microsoft Partners for giving invaluable and ongoing feedback that makes Attendant Pro a truly unique operator console solution for Skype for Business in the market. We could not have done it without this amazing community.”

The Landis Technologies Attendant Pro for Skype for Business has been shaped by several consistently adhered to designed goals:

  • Simple: 1 Minute Install, No Servers. Easy to Implement, Manage & Use.
  • Efficient: 1 Click Call Transfer & Handling
  • Familiar: Looks & Feels Just Like Skype for Business
  • Trusted: Relied on by Partners & Enterprises 24/7 in over 30 Countries
  • Powerful: Enterprise Features Available in a Fresh, Clean UI

The Landis Technologies team is excited to talk about Skype for Business and will be presenting Attendant Pro at Microsoft Ignite 2016 at booth #2061 (and haunting many Skype for Business sessions)

Landis Technologies is a Microsoft Gold Communications Partner who provides Skype for Business and Office 365 software and implementation consulting worldwide. Contact our Attendant Pro sales at paul@landiscomputer.com or 717-733-0793.

Microsoft Partner Gold Communications
Microsoft Partner Gold Communications

How Attendant Pro, Microsoft Skype for Business & Cognitive Services Can Help Receptionists Connect People with Transfer Advisor

Landis Technologies demonstrates lab research which combines the Attendant Pro attendant console, Microsoft Skype for Business and Cognitive Services to help receptionists connect people even more seamlessly.

The Attendant Pro “Transfer Advisor” feature combines cognitive services and other intelligence to allow Attendant Pro to automatically suggest the most likely contacts a caller will want to be transferred to, allowing the receptionist to serve callers more efficiently and personally.


(Short Video)


(Longer Description Video)

The Landis Technologies team will be demonstrating Attendant Pro for Skype for Business at Microsoft Ignite on Sept 26-30 and would be glad to meet in person at booth #2061. If you would like to schedule a meeting at Ignite, please contact paul@landiscomputer.com.

Landis Technologies LLC: Microsoft Gold Certified Communications Partner

July 18, 2016

Ephrata, PA – Landis Technologies LLC is a Microsoft Gold Certified Communications Partner who provides premiere Microsoft Skype for Business consulting services and products to Microsoft Partners and customers in over 30 countries worldwide.

Landis Technologies’ Attendant Pro attendant console for Skype for Business Server & Office 365 is trusted by many of the premiere Skype for Business partners around the world and is trusted by thousands of users in various industries.

 

 

 

 

 

Attendant Pro for Skype for Business and Microsoft Lync 2013 Getting Started

 

 

Contents

Prerequisites    4

Installation    4

Registering Your Attendant Pro    6

Upgrading Attendant Pro    8

Attendant Pro Quick Tour    9

Overall Screen Layout    9

My Information Panel    10

Incoming Calls Panel    11

Current Call Panel    13

Handled Calls Panel    14

Quick Access Shortcut Menu    15

Contact Groups Panel    15

Contact Details Panel    15

RGS (Response Groups) Server Agent Groups Panel    16

Options and Voicemail Area    16

Caller Information (Incoming Call Pop) Panel    17

Contact Search Panel    19

Notification Area    20

Status Area    21

Contact Layouts    23

Presence    23

Contact (large/touch form factor)    24

Other Contact Methods Menu & Contact Right Click Menu    24

Global Hotkeys    24

Running Through Some Scenario Using the Attendant Pro    26

Answer and Blind Transfer Using Keyboard    26

Answer and Consult Transfer Using the Keyboard    26

Answer, Hold and Retrieve from Hold Call Using Keyboard    27

Dial a Number    27

Options Configuration    28

General    28

Shortcut Keys    29

Call Back Email Setup    30

Custom Contact Layouts    30

Configuration Information    30

Shortcut Setup (Quick Access Shortcuts Menu)    31

Centralized Setting Management    32

Exchange Server Shared Calendar Configuration    34

Knowledge Base Articles    37

When I answer a call on my Lync Phone Edition device the call disappears from Attendant Pro.    37

What I answer a call it just disappears from Attendant Pro.    38

Incoming calls show both on the Lync 2013 Call Notification & Attendant Pro.    38

Appendix I – Contact Card Fields    39

Appendix II – CRM/ERP Call Popup Tips    41

Salesforce    41

Whitepages    41

Appendix III – Settings    41

 

 

 

Prerequisites

Lync 2013 client must be installed, running and logged in. To use all features it must be Lync 2013 full edition (not basic)

 

 

Installation

Installing Attendant Pro is probably the easiest thing you will do during a Lync deployment as it is literally just a 1 minute task!

NOTE: Before you start, make sure that Skype for Business (Lync 2013) is installed, running and logged in. The Attendant Pro requires that Skype for Business (Lync 2013) is running.

Now browse to: http://landistechnologies.com/pages/AttendantProDownload.aspx

Click on “Install” (below)

Click “Run”

 

If you see the below “Application Install” window, click “Install” (otherwise this will be automatic)

Installation will just take a moment and will indicate Progress.

Once the install is complete, there will be a shortcut on your desktop and Attendant Pro will run.

Registering Your Attendant Pro

Click on the “Settings” as shown below and then click “Get Key” button. Attendant Pro will prompt you for some contact information and when this is submitted a 30 day, fully functional key will be retrieved. (This key will be used for any subsequent users on this SIP domain)

NOTE: Retrieving the key may take a few seconds.

NOTE: Your PC will need access to http://lcregistration.cloudapp.net/ so make sure your firewall is not blocking this domain.

 

If this is the first time your organization is getting keys, you will be asked for contact information. Enter the information and you will be automatically given a key.

NOTE: If you do not register you will be able to run Attendant Pro, but calls will be ended at 15-30 seconds. This will end calls made with Skype for Business (Lync) as well!

Upgrading Attendant Pro

Upgrading Attendant Pro is as easy as exiting the program and running it again. Every time you start Attendant Pro it checks for new updates via “Click Once” technology and you can decide if you want the new version. You can upgrade to the latest version with one click and your previous settings will be retained.

Attendant Pro Quick Tour

Below we’ll give a quick overview of the Attendant Pro main window layout and functionality.

 

Overall Screen Layout

We’ll give a quick tour of the overall layout of Attendant Pro.

The main Attendant Pro window is made up of several panels. These include:

  • My Information
  • Incoming Calls
  • Current Call
  • Handled Calls
  • Quick Access Shortcuts
  • Contact Groups
  • Contact Details (can be turned on/off)
  • RGS Agent Groups (can be turned on/off)
  • Caller Information (can be turned on/off)
  • Contact Search
    • Dial pad (can be turned on/off)
  • Information Panel

NOTE: Some panels can be turned on or off. This can be done via the Options window or from the main screen Contact Groups panel header. (see below)

My Information Panel

 

 

 

The “My Information Area” shows information and gives control over the current user logged into Skype for Business (Lync). This includes

  • Displaying the user photo and presence
  • Displays the user name and allows changing who the user is impersonating/calling as
  • Ability to change presence
  • Ability to change the current user note

My Phone & Presence

Shows the current users’ presence and note and lets these settings be changed.

Username (Call As)

The user name is a drop down that allows you to change who you are calling out as. (This could be another user you are a delegate for, an anonymous response group or yourself) By default your “Call As” identity will be set back to yourself after one call, but this can be changed in Options.

 

My Presence

You can set your presence.

My Note

You can set the note others see.

Incoming Calls Panel

The Incoming Calls Panel is where incoming calls will appear.

Attendant Pro can accommodate unlimited incoming calls. There is space for up to 8 incoming call will be shown, after that there will be a scroll bar to show more. A shortcut key can be defined to answer incoming calls on a FIFO (first in, first out) basis.

NOTE: Calls can be answered using the Skype for Business (Lync) call toast as well.

 

 

 

Current Call Panel

The current call panel display controls for the current active call. The call that you are speaking to will be shown in the Current Call panel.

From here you can put a call on hold or park, transfer, mute or hang-up. All call handling options are displayed on the screen for one click access

  • Mute/Unmute
  • Hang Up
  • Hold
  • Park
    • Right click for Park for User or Park for Group
  • Blind Transfer
  • Safe Transfer
  • Consultative Transfer
  • Add/Invite a Contact to the call
  • More
  • Instant Message

Below is a zoomed in screenshot of the current call window.

 

 

 

Handled Calls Panel

“Handled Calls” is where you will see call that have been placed on hold or park.

A timer will indicate time on hold and/or park orbit number. Click on retrieve will bring the call to “Current Call” panel. A left click on the “More” button will display a menu that gives more options you can do to this call.

Quick Access Shortcut Menu

The Quick Access Shortcut Menu allows you to make mouse/keyboard shortcuts to regularly done common communication tasks.

We will show how to create these shortcuts in the Options section.

Contact Groups Panel

 

The “Contact Groups” area shows all the Lync Contact Groups you have configured in the Skype for Business (Lync) client. If you click on one the contacts Groups the contacts in the group will be shown below. You can use “Contact Groups” to call or transfer calls. To see a detailed description of how Contacts work, see “Contacts” below.

Contact Details Panel

When you click on a contact, Contact Details can show more information about the contact. As seen below [1] Contact and presence, [2] editable user note, [3] all the contact methods and features and [4] other contact detail information.

 

RGS (Response Groups) Server Agent Groups Panel

This panel (shown above) display the Skype for Business (Lync) agent groups that the currently signed in user is a part of, signed in status and how many calls and wait times.

Options and Voicemail Area

On the right side of the Attendant Pro main screen you will see the Voicemail, Options and Option menu buttons.

My Voicemail shows how many voicemails are waiting. The Options button opens the Options/Settings window to configure Attendant Pro. (Discussed in detail here) The Options Menu button display a menu to give you access to advanced features.

xx

 

Caller Information (Incoming Call Pop) Panel

 

The incoming call pop area will show an URL you can define. You can pass the incoming phone number as well. Caller Information is setup in Options (click here)

 

 

 

 

 

 

Contact Search Panel

The contact search panel lets you easily search for an existing contact or dialing a new number.

 

“Contact Search” has a global hotkey (meaning you can press this key even if Attendant Pro does not have the focus). The “Contact Search” field default global hotkey is assigned to Windows + A, but this can be changed. Now you can type in a phone number, extension number or contact name. If you press [ENTER] the focus will jump to the first returned contact. You can now use the arrow keys to select the correct contact or press [ENTER] if you are on the correct contact already. Of course you can also use the mouse and single click a contact to select or double click as well.

On each contact you will see the presence, contact name and buttons for Call Lync or Call Voicemail. If you would like to use another contact method you can open the other contact methods menu in several ways:

  • Right click on the Contact button
  • Press the Menu button on your Windows Keyboard
  • Press [Shift]+[F10]

If you double left click a Contact or press [ENTER] when a Contact is selected it will use the “Contact Double Click Action” (setup in settings) method to call to call the contact.

  • Smart
  • Work
  • Mobile
  • Lync Call
  • Voice Mail

Most of these contact methods are probably self-explanatory except “Smart”. “Smart” will look at contact and if there is only 1 contact method will use that. If there is more than one contact method it will use “Lync Call”. The default “Contact Double Click Action” is “Smart”.

NOTE: If you have the “Contact Double Click Action” set to a method that is not valid for the current contact, Attendant Pro will fall back to “Smart”.

Notification Area

When there are notifications, warnings or errors, they will display in the lower right side of Attendant Pro.

A notification can be dismissed by click X or Dismiss.

Status Area

The status area gives at a glance, keyboard shortcuts and status of Attendant Pro.

Moving from left to right:

  • Keyboard Shortcuts
    • See more details under section “Global Hotkeys”
  • Transfer mode:
    • Off
    • Blind
    • Blind Safe
    • Consultative
  • Keypad Mode
    • Dialing
    • DTMF

 

Contact Layouts

Contacts are displayed and acted on in Attendant Pro using a Contact Layout. Contacts you see when you search, in Contact Groups or Contact Details are Contact Layouts.

Contact Layouts are much like Contacts you see in Skype for Business (Lync) with several key differences:

  • Contact Layouts are design with 1-click access to commonly used contact methods (no hovers or drop down menus to navigate)
  • More information about a Contact Layout can be shown by turning on the Contact Details panel. (more click here)
  • Contact Layouts are contextual (if you are not in transfer mode, they will call the contact, if you are in transfer mode they will transfer the call to the contact)
  • Because of this Contact Layouts can be used to transfer or call a contact unlike the Skype for Business (Lync) contact list. (in Skype for Business (Lync) can’t use your contact list & groups to transfer a call, it is another more simplified window)
  • There are 3 predefined Contact Layouts you can switch between (from Contact Groups Header or Options window)
  • There are 3 Contact Layouts that can be entirely customized (size, colors, buttons, graphics, fields) to your requirements using standard XAML (XAML expertise required)

Let’s go over the characteristics of a contact layout in more detail.

Presence

Each contact layout will show the presence of this contact. The presence states are indicated:

Icon

Status

Available

Busy

In a Call (at a glance indication if someone is on a call)

Away

Offline

No Contact

 

The “Contact” panel works the same in “Contact Groups” and “Contact Search”.

Context Menu Options

Each contact layout includes a context menu/right click menu that will include all the contact methods plus some other features even the the Contact Layout design does not.

 

The Other Contact Methods menu can be opened by :

  • Right click on Contact Name
  • Press the Windows keyboard Menu Key (shown below)

This menu adds:

  • Manage contact groups
  • Tag a contact for presence changes

Contact Layout Double Click Action

What happens we a contact layout is double clicked can be configured in the Options. (see more click here)

 

Global Hotkeys

 

The global hotkeys work even if Attendant Pro does not have the focus. The global hotkeys will not even cause Attendant Pro to get the focus, except in the case of F9 or Windows + A as noted below.

  • F6 – This will Answer an incoming call
  • F7 – This will place the current call on hold
  • F8 – This will retrieve the first call put on hold (using FIFO)
  • F9 – Transfer a call (using Blind Transfer at this time, to be configurable in future. (See Settings Configuration on page 19) Also note that F9 is special in that it sets the focus to Attendant Pro and puts your cursor in the “Contact Search” field. This means that you can press F9, then type extension or username, press [ENTER] [ENTER] to transfer a call.)
  • F10 – Disconnect or Hang-up the current call
  • Windows + F4 – Toggles Mute on Current Call
  • Windows + A – Attendant Pro gets focus and cursor is put on “Contact Search”.

All of the above actions can also be achieved by clicking on screen buttons as well.

 

 

Running Through Some Scenario Using the Attendant Pro

 

Answer and Blind Transfer Using Keyboard

NOTE: To Blind Transfer using the keyboard you need assign the Hotkey Transfer Type” to “Blind” by clicking “Options” in the upper right of the main Attendant Pro screen.

First well run through a scenario answering a call and transferring the call entirely using the keyboard.

When you see an incoming call press F6

The call will now be answered and you can transfer by press F9. The focus will move to “Contact Search” so you can now type in the extension number of the person you want to transfer to, say, “101”. After we type in 101 we press [ENTER] to move the Contact area and since the first contact is the one we want we can press [ENTER] again to complete the transfer.

All key presses to transfer this call:

  • F6
  • F9
  • 101 (Extension number to transfer to)
  • [ENTER] [ENTER] (finalize transfer)

Answer and Consult Transfer Using the Keyboard

NOTE: To Consult Transfer using the keyboard you need assign the Hotkey Transfer Type” to “Consult” by clicking “Options” in the upper right of the main Attendant Pro screen.

When you see an incoming call press F6

The call will now be answered and you can start the consult transfer by pressing F9. You are now in Consult Transfer mode. (as shown at in the indicator area at the bottom of the screen.) The focus will move to “Contact Search” so you can now type in the extension number of the person you want to consult/transfer to, say, “101”. After we type in 101 we press [ENTER] to move the Contact area and since the first contact is the one we want we can press [ENTER] again to call this contact. Now you can consult with this person. When you are ready to transfer the call to them, just press F9 to complete the transfer.

All key presses to transfer this call:

  • F6
  • F9
  • 101 (Extension number to transfer to)
  • [ENTER] [ENTER] (now you can “consult”)
  • Press F9 when you are ready to transfer the original caller.

Answer, Hold and Retrieve from Hold Call Using Keyboard

When you see an incoming calls press F6. To put the call on Hold just press F7. To retrieve you press F8. Note that F8 retrieves in FIFO order.

  • F6
  • F7
  • F8

Dial a Number

  • Windows + A (or just click in Contact Search field)
  • 101 (Extension number to dial)
  • [ENTER] [ENTER]

 

 

 

 

Options Configuration

The Settings screen is where you can change the setup of Attendant Pro. As soon as you change the setting it will be saved and take effect.

General

  • Activation Key: Your organizations key will displayed here.
  • Default Contact Layout: which contact layout will be displayed for contact groups, search and contact details area.
  • Default Contact Group: The Contact Group that is selected when Attendant Pro is started.
  • Transfer Mode on Answer: The transfer mode a call set to when a call is answered. It can be set to none, which means you need to click one after answering a call.
  • Default Language: This will be set based on operating system language, or you can manually set it using this setting.
  • Contact Double Click Action: The action is taken when a Contact Layout is double clicked. (More on Contact Layouts: click here)
  • Focus on Incoming Call: Should Attendant Pro be set to foreground and restored on incoming call
  • Enable Button Click: an audible sound when a button is clicked. (touch scenario)
  • Enable Skype for Business User Interface: when unchecked Attendant Pro uses a Lync 2013 user interface and when checked a Skype for Business user interface.
  • Search Box Sends DTMF During Active Call: when user types into search box during a call it will send DTMF and search.
  • Hold On Begin Transfer: Determines if call is placed on hold while user searches for a contact to transfer to
  • Clear Transfer Mode on Hold: whether transfer mode will be cleared when a call is put on hold
  • Revert “Call For” Delegate/RGS to Myself After 1 Call: If a user changes “Call As” should it revert to self afer 1 call or stay as set “Call As” (More on changing Call As: click here)
  • Show Keypad: Turning this off does not hide Search ability, just kepad. Turning this off might be desired in a non-touchscreen scenario to optimize search results space
  • Show Caller Information Panel
  • Show Contact Details Panel
  • Show RGS Agent Group Information Panel
  • Suppress Active Call Window: This will minimize the Skype for Business (Lync) conversation window so it does not pop up in front of Attendant Pro.
  • Suppress Call Toast/Alert: This will minimize the Skype for Business (Lync) incoming call toast/alert/notification for those who don’t want to see it. Do note that a call can be answered for Attendant Pro using the Skype for Business (Lync) Call Toast or Attendant Pro Incoming Calls area.

Shortcut Keys

Here you can define what key you want assigned to Attendant Pro functions. Just type a key combination in the field and decide if you want this shortcut to only work in Attendant Pro application or anywhere in Windows (Global).

 

Call Back Email Setup

Setup templates for Call Back Email and Call Park For.

Custom Contact Layouts

Ability to copy XAML custom contact layouts.

Configuration Information

 

You can setup the call pop URL under “Settings”. Below is a public page you can call as an example:

The Lookup URL will take effect immediately and there is no need to restart Attendant Pro.

NOTE: The above White pages example is just a sample to demonstrate the capability of Attendant Pro call pop functionality and you will likely want to use an internal web server that returns information from your CRM, ERP or other line of business application (LOB). If you do not currently have a web server that can deliver this kind of information out of your LOB application, take a look at SQL Server Reporting Services (aka SSRS). More information on SSRS is available here:

http://technet.microsoft.com/en-us/library/ms159106.aspx

 

Shortcut Setup (Quick Access Shortcuts Menu)

Quick Access Shortcuts Menu allows you to setup macro-like shortcuts to common used communication tasks.

 

 

 

 

Centralized Setting Management

You can either manually enter Attendant Pro settings in the Settings screen or you can push the settings out via Group Policy by setting registry settings.

Below is a list of settings that can be set by registry setting via Group Policy or directly.

 

  • DefaultContactGroup
    • The Contact Group selected on startup. (this needs to be a Contact Group defined for this Lync user)
  • AuthorizationKey
    • Your registration authorization key.
  • BaseLookupURL
    • The URL that will be invoked on incoming call popup. Substitute {phoneno} will be the incoming phone number as transformed by [PhoneNumberPattern] and [PhoneNumberTranslation].
  • PhoneNumberPattern
    • Phone Number Regex Pattern to Match
    • An example of matching USA E164 like +18005551212 would be:
      • ^\+1(\d{10})
  • PhoneNumberTranslation
    • Phone Number Regex Translation Pattern.
    • An example of translation for USA E164 like +18005551212 would be:
      • $1
  • HotkeyTransferType
    • When you press the global hotkey for transfer, what type of transfer is initiated
    • The options are
      • Blind
      • Safe
      • Consult
  • DefaultContactLayout
    • The default contact layout and size.
    • The options are
      • Small
      • Medium
      • Large
  • HotkeyAnswer
    • The Global hotkey for answering a call.
    • Valid values are
      • Alt
      • Control
      • None
      • Shift
      • Windows
  • HotkeyModifierAnswer

You can directly add the registry key to test:

HKEY_CURRENT_USER\Software\Policies\LandisComputer\AttendantPro

In the LandisComputer\AttendantPro folder, right click and add New | String Value with the name of one of the settings above and an appropriate value.

The setting will take effect immediately. In the Attendant Pro Setting screen the setting will now be locked and not editable since you have set this setting from the registry.

 

 

Exchange Server Shared Calendar Configuration

Attendant Pro provides the ability for console operators to easily open Exchange shared calendars directly from contact layouts in Attendant Pro. This requires no additional Attendant Pro servers or specialty Attendant Pro knowledge to configure and depends entirely on existing Microsoft Exchange infrastructure.

Requirements

  • Exchange Server and shared calendars implemented
  • Calendars shared with attendant console user at least Permission Level of “Reviewer”
  • The attendant console user’s Outlook has cached mode disabled.

Attendant Pro “Open Calendar” functionality depends on Exchange being installed. The next step is making sure the calendars are shared with the minimum Permission Level of “Reviewer”. This can be done centrally using Exchange Powershell by the administrator.

Alternatively it can be done by the user who wants to share their calendar with the console operator. (We will demonstrate how to configure share permission using Outlook 2013, but some older versions of Outlook will work as well.) On the PC of the user that wants to share their calendar with the console operator users open Microsoft Outlook 2013 and go to Calendar panel. Now right click on the user’s own calendar, in the right-click menu click “Share” | “Calendar Permissions”.

In the “Calendar Properties” click the “Permissions”. Now set the “Permission Level” for the console operator(s) to “Reviewer” or higher permission. Click “Apply”.

The next step is to disable “Cached Mode” in Outlook 2013 and will be performed on the attendant console user’s PC. Open Outlook 2013, click File | Account Settings | Accounts Settings as shown below:

Now under “E-mail” tab select the attendant console user | “Change” | uncheck “Use Cached Exchange Mode | Next | Ok | Finish

 

Now you will need to restart attendant console users’ Outlook 2013.

NOTE: We have noticed that the attendant console user needs to restart Outlook 2013 after calendar permissions are changed for other users. So if the administrator gives attendant console user permissions to view new calendars, the attendant console user needs to restart Outlook 2013. This appears to be a limitation of Outlook 2013

Now the attendant console user can right-click on any contact layout and click “Open Calendar” and the Outlook 2013 calendar will be opened. (Exchange security is strictly observed, so operator can only access calendars they have been given permissions of course)

 

Knowledge Base Articles

 

When I answer a call on my Lync Phone Edition device the call disappears from Attendant Pro.

This means that the Lync Phone edition device is not properly paired to the Lync 2013 client. Make sure that LPE device works with Lync 2013. Take a look at the lower right of the Lync 2013 client to see if there are any errors.

If you see this error you may need to sign out of Lync 2013 and in again. After you have the LPE device properly working with Lync 2013, restart Attendant Pro.

What I answer a call it just disappears from Attendant Pro.

Verify you have a default audio device configured. (if you answer a call without an audio device configured the call will be sent to voicemail and appear to have “dropped”)

Incoming calls show both on the Lync 2013 Call Notification & Attendant Pro.

This is how Attendant Pro is designed. You can answer anywhere you like and the call will be taken by Attendant Pro.

 

 

Appendix I – Contact Card Fields

 

Below is a list of the possible fields on a contact card: (at this time not editable) Names are capital sensitive in XAML.

Attendant Pro

Lync

What it does

Notes

Displayname

 

Contact display name

 

Companyname

 

AD companyname

 

ContactNote

OutOfficeNote or PersonalNote

“What’s happening today?” note in lync

 

Availability

Availability

Exchange/Calendar free/busy/away/idle

 

ActivityString

Activity

Available, In a meeting, In a call, Away, etc

 
       

Photostream

 

Contact photo

Needs to be coverted using “{Binding PhotoStream, Converter={StaticResource LyncImageConverter}}”

IconStream

 

Type of contact: skype, AOL, etc

Needs to be coverted using “{Binding IconStream, Converter={StaticResource LyncImageConverter}}”

AvailabilityImageURI

 

Square presence indicator

 

Uri

Uri

Sip: + URI. Ie=sip:john@company.com

 

DefaultNote

DefaultNote

<empty>

 

contactTimeZone

TimeZone

   

MeetingSubject

MeetingSubject

   

MeetingLocation

MeetingLocation

   

DepartmentName

Department

   

contactCapabilityString

CapabilityString

Video Capable, No IM, etc

 

contactCapabilityDetails

CapabilityDetails

[objects] not useful

 

contactAttributionString

AtrributionString

External Network, Skype/AOL/etc, CompanyName,

 

contactIdleStartTime

IdleStartTime

   

contactCurrentCalendarState

CurrentCalendarState

0,3,5 etc

 

contactTimeZoneBias

TimeZoneBias

   

contactTitle

     

PrimaryEmail

PrimaryEmailAddress

Email address

 
       
       

WorkPhone

     

HomePhone

     

MobilePhone

 

<empty>

 

OtherPhone

     

Voicemail

     
       

contactNextCalendarState

     

contactNextCalendarStateStartTime

     
       

 

http://msdn.microsoft.com/en-us/library/microsoft.lync.model.contactinformationtype_di_3_uc_ocs14mreflyncclnt(v=office.14).aspx

 

 

Appendix II – CRM/ERP Call Popup Tips

 

Salesforce

  • You will need to enter the password into Salesforce on the first “call pop”. To enter the password copy it into the field as you will not be able to type it. (using single sign on can avoid needing to type the password)
  • You will likely want to change the “Search Results” screen in Salesforce to fit the “Caller Information” area better (see Salesforce documentation for this)
  • To open a record, use Shift + left click to open the record in a new browser instead of inside the “Caller Information” window.
  • The “Lookup URL” will look something like below (except that the “na17” will be unique to your server)
  • Salesforce search requires that the phone number be formatted with parenthesis and dashes. For example in the USA a number needs to look like: 717-733-0000. To do this use “Phone Number Pattern/Translation”

Whitepages

 

Appendix III – Settings

 

Setting

What it does

Notes

DefaultContactGroup

The Contact Group selected on startup.

 

AuthorizationKey

Your registration authorization key.

 

BaseLookupURL

The URL that will be invoked on incoming call and shown in the call pop area. Substitute {phoneno} will be the incoming phone number as transformed by [PhoneNumberPattern] and [PhoneNumberTranslation].

Must be http not www.

PhoneNumberPattern

Phone Number Regex Pattern to Match

 

PhoneNumberTranslation

Phone Number Regex Translation Pattern.

 

Test Phone Number

This is a number you can use to test if your [PhoneNumberPattern] and [PhoneNumberTranslation] regex is working correctly and simulate a incoming call pop to test your [BaseLookupURL].

Not exactly a setting, but it is saved for future use.

HotkeyTransferType

This determines what transfer type is initiated when a user presses the global hotkey for transfer.

 

DefaultContactLayout

The default contact layout and size.

 

FocusOnIncomingCall

Attendant Pro will restore or maximize on incoming call

Yes or No

ContactDoubleClickAction

What action will occur when you double click on an contact

Smart

Work

Mobile

Lync Call

Voice Mail

 

Other

The presence states are indicated:

Icon

Status

Available

Busy

In a Call (at a glance indication if someone is on a call)

Away

Offline

No Contact