What’s New in Microsoft Lync 2010 Attendant

The following new features are available on Microsoft Lync 2010 Attendant communications software.

In this article

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Agent anonymity

Call routing with Response Group application

Improved desktop alerts

Switch audio device during a conversation

Report malicious calls

Office integration

Improved online meetings

Location and emergency enhanced services support (E9-1-1)

Audio reliability

Park a call

Sort search results

An Arranged By field has been added which enables you sort your search results.

  • Sort your search results by Display Name or by Last Name.

  • You can additionally specify whether to sort from, A to Z or Z to A.

    Arrange Contacts

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Agent anonymity

When you are part of an anonymous response group and you receive a call to the group, the call is answered anonymously as part of your response group. Your identity is not revealed to the caller.

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Call routing with Response Group application

In the previous release of Microsoft Office Communications Server 2007 R2 Attendant, calls to a Response Group were sent to a queue, until an agent’s status became Available.

  • Now agents can see all the calls queued in Lync 2010 Attendant, regardless of their status.

  • Agents can answer the calls depending on the priority of the call.

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Improved desktop alerts

When you receive a call or an instant message, you will now see an improved desktop alert that notifies you of the incoming call or instant message when Attendant is minimized or closed.

  • When you click the alert, you can then answer the call or instant message.

    Incoming Alert

  • When you receive multiple calls or instant messages, you receive one desktop alert, and by clicking the alert, Attendant opens so that you can decide which conversation to answer.

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Switch audio device during a conversation

When you are in an audio conversation, you can now switch your audio device without interrupting a conversation.

  • To switch your audio device during a conversation, from the toolbar, click the Current Device button, and from the drop-down list select your device.

    Switch Audio Device

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Report malicious calls

Now you can report a malicious call to your support team when the call has ended (if your system administrator has configured this feature).

  • You can report the last call that was received or placed since the last sign-in.

  • To report a malicious call, click the Options button, and then click Report a Call.

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Office integration

Lync 2010 Attendant features are available in the Microsoft Office 2010 suite of programs, as well as in Microsoft SharePoint services, the Microsoft OneNote note-taking program, and Microsoft Groove® software.

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Improved online meetings

The lobby is an area where people who want to join your meeting can request entry.

Callers are no longer disconnected if no one is available to accept their call into a meeting. Instead, they wait in the lobby. The conference leader can use the lobby to control who enters the meeting.

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Location and emergency enhanced services support (E9-1-1)

Lync 2010 Attendant now notes your physical location so that emergency 9-1-1 services can locate you in case of an emergency.

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Audio reliability

If you lose network connection during an audio conversation, your conversation is not disconnected. When you are disconnected, Lync 2010 Attendant automatically tries to sign back in. However, your conversation is not interrupted.

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Park a call

When you receive a call that needs to be transferred to another department, instead of putting the call on hold, you can park the call in a holding queue. The holding queue then gives you a retrieval number, which you can use to retrieve the call.

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