Tag: Lync Attendant Console

20 Tasks Every Lync Administrator Must Know: Part 1

I was going through a Lync Server Control Panel on Monday and realized something. I couldn't remember where to go for Call Park!

Naturally, I did a quick search and refreshed my memory. But along the way I got the idea for this blog post. A series of posts, in fact.

All server administrators must know how to perform many different tasks; Lync admins are no different. Having reference material close by is essential. So I'll create some here, with 20 Tasks Every Lync Administrator Must Know!

I'll skip the obvious: planning, initial deployment, network configuration. This post series will cover the tasks you'll need to tackle once Lync Server is set up and running.

Each part will have 4 tasks, all grouped around one aspect of Lync administration. I'll start at the end – the end user, I mean. These first four will give you reference material for training end users.

Part 1: End User Training

1. Train New Users on IM and Presence

Set up the Lync client's Contact Card. Change your Presence Status. Find people. Add them to your Contact List. IM them.

Really basic stuff. And it's the starting point for all Lync end users. Those of us who've used IM for years will already know how to do most of it. But even we don't know about the Contact Card, and how useful Presence status is. So start your training here.

In the Path to Lync Server series, I posted about training users with Microsoft Guides. The information is still accurate, but let me add to it. We have specific downloads for IM and Presence Training now.
The Quick Start Guides mentioned are now available here: Quick Start Guides
Same with the Work Smart Guides (refer to “Make Presence Work for You”): Work Smart Guides
And finally, a specific training PowerPoint from the Lync 2010 Training Series:
IM and Presence Training
That should take care of IM and Presence. Next!

2. Train New Users on Enterprise Voice

If you migrated your office from OCS 2007 to Lync 2010,user training for voice won't take much. The process of making a call is almost the same. In fact,Lync has more ways to make a call than OCS.

One of the Quick Start Guides address voice and video. For a more thorough training aid, use this:
Voice and Video Training: Lync 2010 Training

Make sure you cover a couple things here:
–Users should know about the dial pad, Click to Call, and accepting a call in IM.
–They should know how to transfer or forward calls, too.
–There's material in Voice and Video Training for joining conference calls. Useful for #4 below.

By the way…this is where you'll hit the most stumbling blocks. There are *slight* differences between using a Lync phone and a regular cellphone. People are bound to forget those differences as time goes by. Just a heads-up for you.

3. Manage the Lync Attendant Console

Now, I seriously hope YOU won't be the one managing the Attendant Console! I'm including it because you will need to know it. Well enough, that is, to train the front desk/reception/whoever answers the phones day-to-day.

Refer to the Work Smart Guides download above, under “Use Lync Attendant” for an overview training aid.
And, in addition to that: Lync Attendant Training: Lync 2010 Training

Let me add a suggestion. This may sound counter-intuitive, but I suggest training before you've created response groups. It will give them a chance to get accustomed to the Attendant Console first, before you add in extra procedures.

4. Train New Users on Conferencing

The easiest way to train users here is, of course, to invite them to a conference. I suggest doing several, breaking people into small groups. That way you can cover the inevitable questions faster. (This may mean you'll have to answer the same question 4 times, but after the first you'll have the answer ready.)

Refer to this training module to help with those answers: Conferencing and Collaboration Training: Lync 2010 Training

Training in groups also allows you to do something useful: Designate a group leader. Tell everyone in the group to bring any future questions to them, so the group leader can work with you. Trust me, this makes support MUCH easier!

So there's 4 tasks every Lync administrator should know. In Part 2 I'll get more technical, with setup and configuration tasks.

Comments?

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What Does the Lync 2010 Attendant Console Do?

We interrupt the “Path to Lync Server” series to bring you a special post!

EJ from Texas emailed the Lync Insider with this question:

“I'm in the planning phase of our Lync implementation. One of my tasks is to know how the OCS R2 Attendant Console works with Lync Server. ¬†Would you have any insight into this?”

Yep, I do. In fact I already answered his question. And he gave the OK to post both question and answer here. Since the question's focused and relevant, I'm sure some people are confused over the Attendant as well. Let's tackle it.

What's the Attendant Console For Anyway?

Back in 2009, I reviewed the OCS 2007 Attendant Console. In that post I described the Attendant as “taking over main-office call management.” It allows someone (a receptionist or call center manager) to receive and forward calls to others, depending on their presence status.

In Lync 2010 the Attendant Console received a few enhancements. Now you can:

  • Initiate conference calls
  • Prioritize calls
  • Use one-click operation for answering/transferring/holding

What's important to note here – and what I told EJ – is that one part of the Attendant Console isn't there anymore. See, the OCS 2007 Attendant Console operated in two scenarios – a manager/delegate scenario, where the call manager assigns specific people (delegates) to answer certain calls on the manager's behalf. And a receptionist scenario, where the receptionist managed & forwarded calls as they came.

When Microsoft upgraded the Attendant Console from OCS 2007 to Lync 2010, they removed the manager/delegate scenario.

Where'd they put it?

Delegates in Lync

Image courtesy of Microsoft Download Center.
Directly into the Microsoft Lync client app, that's where.

Anyone using Lync can add other users as delegates. Say Josh wants to delegate calls to you just in case he's sick. Lync tells you that you've been added as Josh's delegate. Now you have the ability to make/receive calls (or set up meetings) on behalf of the “manager,” Josh. There's even an automatic contact group that contains people for whom you're a delegate.

This isn't a one-way street though. Lync 2010 supports multiple managers with multiple delegates. The functionality's intended to speed up collaboration between individuals and departments. If you're not there today, but one of your delegates is,they can answer a question for you from another department. And that department can keep on working.

You can even share applications and transfer files in the same conversations.

The Attendant Console is Still Useful,Though

In a way, this reduced the importance of the Attendant Console. That's okay though – it increases the ease of collaboration overall. Net positive. And the Attendant Console is still there in Lync Server. (Reception can still put that pushy salesperson on hold for a few hours.)

If you'd like details on delegation in Lync, download this Microsoft Training presentation file.
Microsoft Lync 2010 Delegate Training – Microsoft Download Center

This blog's received quite a bit of traffic in recent weeks! Thanks very much to everyone who stopped by for some Lync reference. Email me or leave a comment if any of these posts are helpful to you. I'd love to hear success stories (and any stumbling blocks) that pop up with your Lync Server exploration.

I'll resume the “Path to Lync Server” series next week. See you then!

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