Attendant Console for Microsoft Teams - FAQ (2024)

In this FAQ you will find the answers to the questions most frequently posed by Attendant Console for Microsoft Teams users.

Sales/Licensing

Question: How can I request a Trial license
Answer: Click on Start 30-day Free Trial and enter your Microsoft credentials to obtain a license that will allow you to test our product for 30 days. This is a 5-minute process.

Question: Can I order licenses directly from Microsoft AppSource?
Answer: Yes you can order Attendant Console for Teams licenses directly from it:
https://appsource.microsoft.com/en-us/product/web-apps/workstreampeople.attendantconsoleformsftteams

Question: I have requested a trial license but got an error page “unable to create a trial license”
Answer: you already asked for a trial. Contact your sales representative for ordering process.

Question: Requesting a Trial licence ask me for “Admin Approval”
Answer: The tenant on which you request a license has not been yet consent for Anywhere365 Application. An admin account with elevated rights is necessary to continue.
Either use an admin user for your first trial license request (that will redirect you to the consent configuration steps), or ask your administrator to configure first the interaction between your Teams tenant and Anywhere365 SaaS.

Question: I have successfully requested a license but did not receive any file. Is this correct?
Answer: there is no file to expect. If your request is successful, your Microsoft Account is licensed to use our Attendant Console via OAuth2 and SSO mechanism.

Question: I want to switch my trial licenses to subscription ones? What is the process? Do I have to recreate all the configuration?
Answer: This is simple action to be seen with your Anywhere365 sales representative. All your configuration will be remained.

Question: How many Attendant licenses do I need if multiple users share the Company switchboard?
Answer: we used “named” licenses, that means you need one license per Microsoft Account logged on Teams that use Anywhere365 Attendant Console.

Question: Do I need Microsoft license for the operator?
Answer: there is not specific Microsoft license needed. However, if you want to see Exchange widget appointments, the user must have a mailbox so a Microsoft E3/E5.

Question: Are you able to provide perpetual license?
Answer: Normal licenses are subscription based, but we have demo licenses for partners

General Deployment Question

Question: Where can I find the deployment script and the Attendant Console App?
Answer: All documents and information are available on Golive! The PowerShell script, the deployment guide how to use it and the Attendant App can be downloaded from the dedicated GoLive configuration page: Installing Attendant Console for Microsoft Teams

Question: I have executed the PowerShell script, but some errors occurred?
Answer: All errors come from Microsoft PowerShell execution commands and Azure synchronisation delay. Please refer to Microsoft error command documentation.

Question: What is the typical deployment process for a new Teams tenant?
Answer: Start with the configuration page for consent steps, then create your attendant queue(s).
You can use the Attendant Console App in your Teams Client or access it via the attendant URL.
Request licenses for Attendant Console users.

Question: I have executed the script, what can I check?
Answer: Verify the prerequisites and limitation indicated on our Golive Website (DocumentationMenu).

Check your anywhere365 attendant queue resource account created is correctly defined with a phone number. (Get-CsOnlineApplicationInstance).

Question: I have made modification on a queue (assign/unassign queue license, queue name/number/ ME-ID Formerly known as Azure Active Directory (or Azure AD, or AAD) Field changes) but it seems not to be applied.
Answer: Microsoft service update can take times to synchronize. Use Sync-CsOnlineApplication -ObjectId <Queue-ObjectId> to update all services. (no downtime)

Question: I want to use Anywhere365 integrator but can’t find the configuration and download page
Answer: the configuration page is on Golive under our Attendant Console section:
Attendant Console Desktop Integrator for AC for Teams

Feature Support

Question: Can I work with Teams native Call Queues.
Answer: No. Teams call queues are not exposed in the Microsoft 365-Teams API. You can only use Anywhere Attendant queues created via our script and linked to our AppId.

Question: I create queues but they are not listed in the Attendant Console Queue menu: how can I get them?
Answer: To list the Attendant Console queue created, the ME-ID “Office Number” must be set with its phone number and the department must contain “Microsoft Communication Application Instance”. This is done via the PowerShell script provided.

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Question: When I dial the queue number, the call is not displayed in the Attendant Console
Answer: Check the ApplicationId set on the resource account is an Anywhere365 one (get-csonlineapplicationinstance) and force MS synchronization via Sync-CsOnlineApplication -ObjectId <Queue-ObjectId>

Question: I can’t dial an external phone number via PSTN

Answer: The outbound queue must be chosen in the Attendant Console Settings - Conversation tab - “Caller ID for Outbound Calls”
Using MS Calling requires that queue to have a domestic or international calling license. Using Direct Routing, an appropriate voice policy must be granted on that outbound queue set.
The format of the number must be E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers.Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100(For number notation/display and storage see the E.123 standard). (i.e., +….). If not, either modify to E164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers.Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100(For number notation/display and storage see the E.123 standard) format for your ME-ID contacts or assign a normalization rule to the outbound queue to adapt the format.

Question: I cannot enter DTMF from the Attendant Console dial-pad?
Answer: DTMF is actually not available in a group call.

Question: Can I use Teams Auto Attendant?
Answer: Teams Auto Attendant can be used upfront anywhere365 attendant queues. Please look at our documentation on golive.

Question: When I answer a call, multiple participants are involved, is it normal?

Answer: yes, a queue call is escalated to a group call and contain the calling bot to keep control on it.

Question: When I execute a consultative transfer that is validated, a second call is initiated.
Answer: Yes and No: The user experience for consulted transfers has been enhanced significantly: the call is now transferred directly without needing a second call. Exceptions are transfers from internal Teams user and transfers between Attendant users. For these scenarios, the behaviour remains unchanged.

User Experience

Question: When I answer a queue call, I need to answer it as well on the Teams Client, why?
Answer: without client API yet we don’t have control on the Teams client and then you need to activate Teams Audio. However, Anywhere365 desktop Integrator improves that user experience by removing that second-click and a better handling of focus.

Question: Do you see what queue was called when having many queue monitored in one Attendant Console?
Answer: you can manage up to 10 queues (20 on demand) in each Attendant Console. Each call will fall in the corresponding queue called section

Question: Can you only use blind transfer or is it also possible to have a warm (consultative) transfer?
Answer: we support both. When using warm transfer, only the end-user is on call with the operator before put the call through or not.

Question: Can we have multiple connections to the Attendant Console, with 2 different PSTN numbers assigned to Resource Accounts? If yes, how you will differentiate between agents to forward the calls to (e.g. a user acting as an agent for multiple department?
Answer: Multiple numbers/connections can be connected to one queue. Calls are picked out of the queue by the operator (no push). Operators are assigned to queues but can have multiple queues which only monitor.

Question: How can I remove a call that remains visible in the Conversations area after the call has terminated?
Answer: Normally, a call can be ended by pressing the Delete key. You can force end an orphaned call by pressing the CTRL + Delete keys. You will see a pop-up to confirm this action.

Question: Can the Teams Attendant Console be used with Dialogue cloud?
Answer: The Attendant Console for Dialogue Cloud is another version. All information how to use it can be found on golive
Attendant Console for Dialogue Cloud<![CDATA[ ]]>

Security

Question: Where can I find security certification and information related to your platform?
Answer: The compliance guide on golive contains all the information related to security, GDPR and certification.

Question: Which ports must be opened to access Anywhere365 Attendant Console.
Answer: There is no specific port to open other that WebSocket over https (443).

Question: Do you perform pentests?
Answer: Penetration tests are done at least once a year by an independent and external specialized 3rd party.

Question: the web widget doesn’t display my webpage, is there a specific configuration to use?
Answer: web page widget actually only support iframe format.

Question: The exchange agenda indicates “Agenda not available”
Answer: Check with your administrator the consent has been done and that your operator MS account has a Microsoft License (E3/E5) to use a mailbox. You can test with login on outlook.microsoft.com.

Release policy

Question: What action do I have to do to update the Attendant Console to the latest version?
Answer: The platform that hosts the Attendant Console is operated and managed by Anywhere365. Updates will be deployed on the platform whenever new or improved functionality becomes available. In most cases, updates will be rolled out without disruption to the user. In case an update causes a possible production disruption, the update will be announced well in advance.

Whenever new functionality is added, the user manual is updated to reflect these changes and a What's New pop-up appears explaining the changes at the next user login

Known limitations

Please refer to Anywhere365's GoLive support page:
Limitations and considerations - Attendant Console for Microsoft Teams<![CDATA[ ]]>