Reception Attendant FAQ

A: Open "Program and Features" in Control Panel. Behind "AnywhereNow Reception Attendant" you can see the current version, also of all the plugins.

A: The log file can be found at

%Appdata%\WORKSTREAMPEOPLE\Attendant\Logs

A: This mostly means that the Lync Microsoft 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. or Skype for Business client has crashed in the background. The Attendant will then try to restart the Lync or Skype for Business client, but this will not always succeed. Crashes occur regularly when the Lync or Skype for Business client is not up-to-date.

(> v15.0.46xx.xxx)

A: Yes, you can. Simply add the /EWS/Exchange.asmx URL to the Exchange Settings and hit save. (Attendant versions higher than v3.1.15075.1 will load agenda items, starting with today, instead of the first of each month)

A: If the Attendant is not responding, the attendant can be restarted by using the shortcut on the client desktop.

If this is not working, the log file needs to be reviewed, to find the cause. In most cases it is because the Lync or Skype for Business client in the background didn’t respond and therefore the Attendant stopped too.

%Appdata%\WORKSTREAMPEOPLE\Attendant\Logs

A: Make sure the Lync/SFB client is in suppression mode. (This will be done automatically, if the correct version is selected during the installation.)

You can set the suppression mode manual by:

1. First starting the Lync/SFB client

2. Start the Attendant.

3. Go to the settings tab

4. Check the "Lync Suppresion Mode" box.
   (Make sure the correct Lync/SFB version is selected)

5. Close the Attendant and Lync/SFB client.

6. Start the Attendant

A: An issue can be that the frequent contacts aren’t refreshing on the Attendant.

The Attendant only refreshes the frequent contacts on its startup. In the advanced UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. settings within the Attendant the default setting for getting the frequent contacts, is set to 300 days, meaning that the Attendant shows the most frequent contacts for the past 300 days. A contact is only a frequent contact when there has been a transfer made to it.

Since the UCC thinks that, when an agent gets a call from the queue, it is a transfer from the UCC to the agent. Therefore the agents (or receptionists) will be on the top of the list. And since they make so much transfers, there won’t be much diversification in this list. To see if the feature works accordingly we suggest to lower the amount of days within the advanced UCC settings in the Attendant.

A: It sometimes occurs that one or all of the above items are not displayed on the Attendant. First of all, make sure the settings on the UCC settings page are filled in correctly.

• The Settings "IsAttendant" is set to "true"
  

• The Setting"UseCallDetailRecording" is set to "true"

• The Setting"UseTimeLine" or "UseCRM" is set to "true". (NOT BOTH!)

• The Setting"UseStatistics" is set to "true"

• The Attendant must be an Agent in the UCC and Lync or Skype for Business must run in Suppression Mode

• The signed-in agent must have the same sip domain as the UCC it's connected to

If all of the above settings are configured correctly and after a restart of the UCC server and an IIS reset, the Attendant still is not showing any data, please proceed with the following steps:

1. Open the Settings on the Attendant and select the UCC tab

2. Select the UCC and hit advanced

3. Notice that there are two URL's to connect to the Attendant Hub and Dashboard Hub. The Attendant uses these Hubs to collect its data.

   The Attendant Hub is responsible for showing the Missed Calls, Frequent Contacts and Previous Agents.

   The Dashboard Hub is responsible for showing the Queue.

4. Copy/paste one of the URL's into a browser and extend with /signalr/hubs, so you have something like: http://servername.domain.com/AttendantService/signalr/hubs

5. Depending on the browser, it will ask if you want to download the hub.js file or the browser will automatically open the file.

6. If you are asked to download a file or if the browser opens the file, you have a working connection between the client PC and one of the services.
   

If step 6 failed, you can check IIS on the AnywhereNow server to see if IIS is running, the default site is running and the bindings are filled in correctly.

When SharePoint is installed on the same server, please check the bindings, because SharePoint automatically uses port 80 as well, then you will need to change the bindings of the default site to port 81. Don't forget to change the URL in the UCC settings of the Attendant (should be like: http://servername.domain.com:81/AttendantService/signalr/hubs).

A. You or a colleague have checked off the contact instead of deleting it, the missed call will automatically be removed the next day.

A. Sometimes it takes a while till Skype for Business can sync the contacts when this is your first time signing in, if this is not the case, then you can delete the Skype for Business profile for this user, and to do that follow this:

Go to \AppData\Local\Microsoft\Office\16.0\Lync and then delete Skype for Business profile.

When restarting Skype for Business it will make new profile. and that should solve the problem, if not check if your Skype is up to date.

A. Attendant search rely on the Skype for Business API and in some rare circumstances it cannot find the contact person when searching on meta data. You can use one of the following options to try to resolve this

Option 1: Resync Global Address List

There could be an something wrong in the local GAL cache.

Add the following key:

HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Lync\GalDownloadInitialDelay

Or

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\16.0\Lync\GalDownloadInitialDelay

Type = DWORD

Value = 0

Option 2: Update / Repair office

There could be something wrong in the local client, update or repair the client.

Option 3: Turn off Modern Authentication

The Attendant runs in suppression mode. Skype for Business in suppression mode does not support Modern Authentication. In this case turn of Modern Authentication.

Option 4: Turn off search provider

In some rare scenario the search provider can be the cause of the conflict. Skype for Business uses different providers to get its results. You can toggle them with the following config file:

C:\Program Files\Anywhere365 Attendant\SearchProviders.xml

If all the top options doesn't solve the issue, you can also use theActive Directory Search plugin for Reception Attendant for Skype for Business or SQL Search plugin for Reception Attendant for Skype for Business plugin.

Solution: Completely remove the Lync Attendant.

Part 1

• Uninstall Microsoft Lync 2010 Attendee in Programs and Features.

Part 2

Delete associated registry leftovers

• Click Start --> run

• Type in "regedit", and then click ENTER to open Windows Registry Editor.

• Find out the below registry keys in the editor.

  Copy

  Registry Key

  HKEY_CURRENT_USER\SOFTWARE\Microsoft\Communicator

• Delete those registry keys by right clicking on them and select "delete".

• Close registry editor and restart Your computer.

Part 3 (Optional)

• Execute an office repair.