# About ### What is this product? The [Landis Attendant Console for Microsoft Teams](https://landistechnologies.com/microsoft-teams-attendant-console/) is an attendant console endpoint for Microsoft Teams that allows efficient call handling for receptionist users. ### Who is Landis Technologies? Is a Microsoft Partner with experience deploying Microsoft call handling & routing solutions in over 60 countries. The landing page for this product is Support Portal: \ Talk to Sales: [Contact Sales](https://landistechnologies.com/contact-sales-ac/) # Getting Started We have designed Attendant Console to be as simple as possible to setup. * [ ] Grant Admin Consent * [ ] Sign In * [ ] Sign up for a Trial * [ ] Enable Audio Device * [ ] Enable Optional Features {% embed url="" %} ### Grant Admin Consent Browse to Select the Admin Consent link on the bottom of the page and sign in with a Microsoft 365 Global administrator account. This will allow Landis Attendant Console to operate in your Microsoft 365 environment. After the permission have been granted, you will be redirected back to the Attendant console login page. For more information on required app permissions, see [Integration Permissions](/appendix/integration-permissions) {% hint style="info" %} Alternatively, the link below can be used to grant admin consent: [https://login.microsoftonline.com/organizations/v2.0/adminconsent](https://login.microsoftonline.com/organizations/v2.0/adminconsent?client_id=389ff621-671b-49ce-8de2-7570e9185ae4\&scope=389ff621-671b-49ce-8de2-7570e9185ae4/.default\&redirect_uri=https://ac.landis.cloud) {% endhint %} ### Sign In On the Attendant console login page, select the sign in button on the center of the page and authenticate with your Microsoft 365 (Microsoft Teams) account. {% hint style="info" %} The user signing into Landis Attendant Console is required to be licensed for Microsoft Teams. {% endhint %} ### Sign up for a Trial Once logged into Attendant console, you will be prompted to sign up for a trial. Enter your trial contact information and select Sign-up. {% hint style="info" %} This is a fully featured 30 day trial for all users in your organization. {% endhint %} ### Enable Audio Device After signing up for the trial, you will be logged into the attendant console. The browser will prompt to allow the webpage to use your microphone. Select allow. ### Enable Optional Features #### Enable unread voicemail count Settings | Permissions tab | Grant consent for Mail.ReadBasic #### Enable Voicemail panel Settings | Permissions tab | Grant consent for Mail.ReadWrite Settings | Layout | Configure Layout | Under Voicemail, select a panel number | Apply #### Enable Microsoft 365 Group Voicemail panel Settings | Permissions tab | Grant consent for Group.Read.All Settings | Layout | Configure Layout | Under Group Voicemail, select a panel number | Apply #### Enable Call as Delegate Settings | Permissions tab | Grant consent for CallDelegation.ReadWrite #### Enable Chat Consult Transfer See [Enable Chat Consult Transfer](/appendix/enable-chat-consult-transfer) #### Enable Opt In/Out of Teams Queues (Preview) Settings | Permissions tab | Grant consent to the following: 1. Access Microsoft Teams and Skype for Business data as the signed in user 2. Access Landis API as the signed in user Settings | Layout | Configure Layout | Under Teams Call Queues, select a panel number | Apply #### Install Desktop App See [Download the Desktop App](/download) Now you are ready to handle Teams calls in Landis Attendant Console! # Daily Usage # Layout Landis Attendant Console consists of multiple configurable panels. Below is the default layout: ![](/files/Al9JNRJeT4RltnvSShCN) * Left (1.1) panel is the call handling area. See [Call Handling](/daily-usage/call-handling) * Top center (2.1) panel is the search results area. See [Search for Contacts](/daily-usage/search-for-contacts) * Bottom center (2.2) panel is the contact card area. See [Contact Card](/daily-usage/contact-card) * Right (3.1) panel is the contact groups area. See [Contact Groups](/daily-usage/contact-groups) {% hint style="info" %} The layout can be customized to fit your needs. See [Layout](/settings/layout) {% endhint %} # Notifications #### Software Notifications A bull horn icon will appear on the top right corner when there is a software notification. The notifications can be displayed by clicking on the bull horn icon. These notifications may include actions that are required by the user and/or IT administrator. #### Voicemail Notifications Prerequisite: [Enable unread voicemail count](/getting-started#enable-unread-voicemail-count) An envelope icon with a number will appear on the top right corner when there is an unread Teams voicemail. The number shown is the count of unread voicemail messages. Selecting the icon will open the voicemail panel. # Teams Presence Your Teams presence is shown on the avatar on the top right corner. #### Changing Teams Presence Your Teams presence can be changed by selecting the avatar on the top right corner and selecting one of the available Teams presence options. The clock icon that appears when hovering over a presence option can be selected to set the duration of the selected presence. After the duration expires, the presence will reset. # Teams Status Message Your current Teams status message can be viewed on the menu that appears after selecting the avatar on the top right corner. #### Add a Teams Status Message You can add a Teams status message to your user by selecting the avatar on the top right corner and selecting Set Status Message. #### Edit Your Teams Status Message Your Teams status message can be changed by selecting the pencil icon to the right of your Teams status message. #### Delete Your Teams Status Message Your Teams status message can be deleted by selecting the trach can icon to the right of your Teams status message. # Call Handling ### Outbound Calls To initiate an outbound call, select a contact in the search or contact group panel. To initiate a PSTN call, enter the number in the search field. A contact with the normalized number will appear in the search panel. When a number is entered in the search field, an Entra reverse number lookup will be initiated. If there is a match, contacts will also appear in the search panel. {% hint style="info" %} If a contact card does not appear after entering a PSTN number in the search field, the number normalization rules are likely incorrect. See [Normalization Rules](/settings/advanced#number-normalization-rules) {% endhint %} ### Incoming Calls Incoming Teams calls will appear at the top of the calls panel. Multiple incoming calls will appear in a list. Each incoming call will show the caller ID with an accept and decline button. {% hint style="info" %} Active calls on other Teams endpoints will be displayed in the incoming calls area as a notification with options to transfer or join. {% endhint %} ### Current Calls If a call is accepted, the call will appear in the center of the calls panel. The caller ID, status of the call and call timer will be displayed. If the remote participant(s) have video enabled, a video icon ![](/files/R3Xk0QoA67MqisWmiXnA) will be displayed. Selecting the video icon will display the video panel (if enabled in the [layout](/settings/layout)). The following call handling options will be available to most calls: #### Mute/Unmute This button will mute or unmute the agent's audio. #### Hold This button will place the call on hold. The call will move to the handled calls area. See [Handled Calls](#handled-calls) #### Dial Pad This button will open the dial pad. This dial pad can be used to send DTMF tones while on a call. #### Camera This button will turn your video on or off. #### Blind Transfer
This button will place the call in blind transfer mode. This option will transfer the call and if the transfer recipient does not answer, the call will be sent to voicemail or follow forwarding rules. To perform a blind transfer, select the blind transfer button and select a contact in the search or contact group panel and the call will be transferred. {% hint style="info" %} A call can be transferred to a PSTN number by entering the number in the contact search box. A contact with the number will appear in the contact search results panel. {% endhint %} #### Transfer to Voicemail To transfer a call directly to a user's voicemail, select the blind transfer button and select the voicemail option on the transfer destination contact. Transfer to voicemail is only available for internal contacts. Also note that a contact's voicemail cannot be called directly. #### Safe Transfer
This button will place the call in safe transfer mode. This option will transfer the call and if the transfer recipient does not answer, the call will be redirected back to the agent on hold. Note: Safe transfers to a PSTN number will fail because the system is not aware when a third-party voicemail service answers the call. To perform a safe transfer, select the safe transfer button and select a contact in the search or contact group panel and the call will be transferred. #### Consult Transfer
This button will place the call in consult transfer mode. This option will allow the agent to consult with the transfer recipient before transferring the call. To perform a consult transfer, click the 'Consult Transfer' button and choose the recipient from the search or contact group panel. This action will place the caller on hold and initiate a call to the transfer recipient. When you're ready to complete the transfer, click either the large Transfer button or the Consult Transfer button on the current call. The agent will then be disconnected, and the caller will be transferred to the recipient. {% hint style="info" %} When two calls are placed in consult transfer mode, the transfer will initiate and the two calls will be connected. {% endhint %} #### Chat Consult Transfer
{% hint style="info" %} The Landis Attendant Console bot is required to be installed for chat consult transfer to function. See [Enable Chat Consult Transfer](/appendix/enable-chat-consult-transfer) {% endhint %} This button will place the call in chat consult transfer mode. This option will allow the agent to send an adaptive card to the transfer recipient that will give them the option to accept, reject, or send the call to voicemail. To perform a chat consult transfer, select the chat consult transfer button and select the transfer recipient contact in the search or contact group panel. This will put the caller on hold and send the transfer recipient an adaptive card. When the transfer recipient selects an option on the adaptive card, the status of the call will update on the calls panel. The transfer can be completed from the status area. {% hint style="info" %} **Recommended:** If "Enable Automatic Transfer from Hold" (Settings | Transfer tab) is enabled, the call transfer will automatically be initiated if the transfer recipient selects Accept or Send to Voicemail. {% endhint %} #### Add Participant
This button will place the call in add participant mode. This option will allow the agent to add a contact to the call creating a conference call. To add a participant to a call, select the add participant button and select a contact in the search or contact group panel. The contact will then be added to the existing call to form a conference. #### Disconnect This button will disconnect the call. {% hint style="info" %} A Transfer mode can be changed if selected incorrectly. Just select the correct transfer mode button. To remove a transfer mode from a call, select the transfer mode button again. {% endhint %} ### Handled Calls Calls that are placed on hold, are in the process of transferring, or have failed to transfer appear in a list on the bottom of the calls panel. Each call will show the caller ID, call timer, and current status. If a transfer mode has been selected for the call, the transfer type icon will appear on the call. Calls on hold or that have failed to transfer can be retrieved by selecting the answer button. They can also be disconnected by selecting the more button and disconnect. Calls can be transferred directly while on hold by selecting the more button and selecting a transfer mode. If an incorrect transfer mode has been selected, it can be changed from this menu. After the call has been placed in a transfer mode, select a contact in the search or contact group panel and the call will be transferred. A call on hold can be transferred to a current call by selecting the more button | Transfer to Current Call. # Search for Contacts Contacts can be searched by entering a search term in the search field at the top center of Landis Attendant Console. The search results will be shown as [contacts](/daily-usage/contacts) on the contact search panel. #### Additional Search fields Additional search fields can be specified by selecting the filter button to the right of the search field. A panel will appear below the search field with multiple fields. Text can be entered in any of the fields and select apply. The filter button will show a \* when a filter is being applied. To remove the search filter, select the filter button and select Clear. {% hint style="info" %} Persistent filter options can be added here: [Configure Filter Items Lists](/settings/advanced#configure-filters-item-lists) {% endhint %} {% hint style="info" %} Search terms can be specified in the filter panel without a search term in the primary search field. For example "Sales" in the department field will return all contacts with the department as sales. {% endhint %} # Contacts Contacts are shown in both the search and contact group panels. These contacts include contact information and contact methods. Contacts are used to initiate communication with a contact or to select a contact as a transfer recipient. Default contact methods shown are chat and Call (using default method). Additional contact methods are shown by selecting the more button. ### Using Contacts #### When a call is in a transfer mode If a call is in a transfer mode, double clicking or selecting a voice contact method on the contact will initiate a transfer to the contact. A new chat or email can be initiated with a contact by selecting chat or email buttons. #### When no calls are in a transfer mode or no active calls Selecting a contact method on the contact will initiate a new call, chat, or email to the contact. Double clicking the contact will initiate a new call to the contact. Chat or email callback reminders are not available in this scenario. {% hint style="info" %} The buttons on the Contacts can be customized. See [Contacts](/settings/contacts-settings) {% endhint %} #### Callback Reminders This feature enables you to quickly send a chat or email message to another user letting them know that the caller has requested a callback. A chat or email callback reminder can be sent by selecting the email or chat callback reminder button when there is a current call. This will open a chat or email with the prepopulated callback message. The default callback message includes the caller name, number and call time. {% hint style="info" %} The chat or email callback reminder templates can be customized. See [Call Back Messages](/settings/transfer#call-back-messages) {% endhint %} # Contact Groups Contact groups are typically used for contacts that are frequently contacted. Each group will typically show a list of [contacts](/daily-usage/contacts). Contact groups can be created by selecting the more button on a contact | Add to Contact Group | Create New Group Contacts can be added to an existing group by searching for a user | selecting the more button on the contact | Add to Contact group | Select an available contact group. Contacts can be added to any groups that of that type. For example, an Exchange contacts can only be added to Exchange groups. To view all the available settings for contact groups, see [Contacts](/settings/contacts-settings) {% hint style="info" %} A contact group is created on initial sign in. These are your related contacts that are generated by Microsoft Graph. {% endhint %} {% hint style="info" %} Contact groups are Landis Attendant Console specific groups. {% endhint %} #### Teams Contact Categories This is another type of group that is displayed in Landis Attendant Console, but are created and edited in the Teams People app. To create categories in the People app, see: [https://support.microsoft.com/en-us/office/manage-your-contacts-with-the-people-app-in-teams](https://support.microsoft.com/en-us/office/manage-your-contacts-with-the-people-app-in-teams-cfea34b9-ac23-4cff-b3d1-c97bb2b1e751) To enable or disable, see [Teams Contact Categories](/settings/contacts-settings#display-teams-contact-categories-as-contact-groups) # Call Details {% hint style="info" %} The Call Details panel can be enabled under [Layout](/settings/layout) {% endhint %} The Call Details panel displays information about the selected call. By default, the system automatically selects the call that is most likely to be of interest based on the current call state. To view details for a different call, manually select it by clicking the gray selection bar located on the far right side of the call controls for either an active call or a call on hold. {% tabs %} {% tab title="Caller Info" %} #### Caller Info Caller information will appear at the top of this panel. #### Notes {% hint style="info" %} Notes can be searched! To enable: [Show Notes Search Result Tab](/settings/contacts-settings#show-notes-search-results-tab) {% endhint %} Notes about a contact or caller can be added for future reference. By default, these notes are personal, but they also can be shared with multiple users. Notes can be viewed or edited here or on the [contact card panel](/daily-usage/contact-card). To configure notes, see [Notes](/settings/contacts-settings#notes) {% endtab %} {% tab title="Closed Captions (Preview)" %} The transcription of the current call will be displayed in this area in real time. By default, the Spoken Language setting will match the default language of the application. This setting can be changed anytime mid call and will apply from that point forward. The text can be coped to the clipboard by selecting the clipboard button. {% hint style="info" %} Real-time speech to text is required to be enabled for closed captions to function. Settings | Advanced | Call Settings | Enable Real-Time Speech to Text {% endhint %} {% endtab %} {% tab title="AI Prompts (Preview)" %} {% hint style="info" %} Real-time speech to text is required to be enabled for AI Prompts to function. Settings | Advanced | Call Settings | Enable Real-Time Speech to Text {% endhint %} AI prompts that have been enabled to be displayed on Call Details panel will appear on this tab. The display name of each prompt will be displayed along with a Generate Prompt button. During an active call, you can select the Generate Prompt button to receive the AI response below. The response text can by copied by selecting the clipboard button. For more information, see [AI Prompts](/settings/ai-prompts) {% endtab %} {% endtabs %} # Call History {% hint style="info" %} The Call History panel can be enabled under [Layout](/settings/layout) {% endhint %} This feature is [preview.](/appendix/feature-states) The Call History panel displays information about past calls answered in this instance of Landis Attendant Console. There are two options for storing call history data: 1. **Local Storage (Default)** Call history is stored locally in the browser or application cache. When this option is used, missed calls and calls answered from other Landis Attendant Console instances or Microsoft Teams endpoints are not synchronized and will not be displayed. 2. **Landis Server Storage.** Call history is stored and synchronized through Landis servers. With this option enabled, missed calls and calls answered from any Landis Attendant Console instance are displayed across all connected instances. Enable this option by navigating to Settings > Advanced > Save and Sync Call History. The historical call records will appear at the top of this panel and will be sorted from most to least recent. Calls handled in Attendant Console from the last 14 days will appear in this panel. A call record can be selected, and more detail will appear in the bottom panel. See below: {% tabs %} {% tab title="Caller Info" %} #### Caller Info Caller information will appear at the top of this panel. #### Notes Notes about the caller can be viewed, edited, or added for future reference. By default, these notes are personal, but they also can be shared with multiple users. To configure notes, see [Notes](/settings/contacts-settings#notes) {% endtab %} {% tab title="Closed Captions (Preview)" %} The historical transcription of this call will be displayed in this area. The text can be coped to the clipboard by selecting the clipboard button. To enable historical transcription, go to Settings | Advanced | enable Save Transcription to Local Call History. {% hint style="info" %} Real-time speech to text is required to be enabled for closed captions to function. Settings | Advanced | Call Settings | Enable Real-Time Speech to Text {% endhint %} {% endtab %} {% tab title="AI Prompts (Preview)" %} AI prompt history will appear on this tab. The response text can by copied by selecting the clipboard button. For more information, see [AI Prompts](/settings/ai-prompts) {% hint style="info" %} Real-time speech to text is required to be enabled for AI Prompt history to function. Settings | Advanced | Call Settings | Enable Real-Time Speech to Text {% endhint %} {% endtab %} {% endtabs %} # Voicemail #### Personal Voicemail Prerequisite: [Enable Voicemail panel](/getting-started#enable-voicemail-panel) The user's personal Teams voicemails will appear in the voicemail panel. This panel can be accessed by selecting the voicemail button on the top right or setting it as a panel in the Layout. If a voicemail is selected, the details will appear in the lower area with the ability to playback the recording. The phone icon button will initiate a call to the voicemail contact. {% hint style="info" %} The Voicemail panel can be enabled under [Layout](/settings/layout) or by selecting the voicemail button on the top right corner. {% endhint %} {% hint style="info" %} The last 50 voicemails will be displayed. Unread messages will be included in the notification count even if they are not in the last 50 voicemails displayed. Use Microsoft Outlook | Search Folders | Voice Mail to see voicemails beyond the last 50. {% endhint %} #### Microsoft 365 Group Voicemail Prerequisite: [Enable Microsoft 365 Group Voicemail panel](/getting-started#enable-microsoft-365-group-voicemail-panel) Microsoft 365 Group Voicemails can be displayed in the Group Voicemail panel. On the panel, select the Microsoft 365 group in the Voicemail groups drop down and twenty-five of the latest voicemails for that group will be displayed. If a voicemail is selected, the details will appear in the lower area with the ability to playback the recording. The phone icon button will initiate a call to the voicemail contact. {% hint style="info" %} The Group Voicemail panel can be enabled under [Layout](/settings/layout) {% endhint %} # Contact Card After selecting a contact in either the search or contact groups, the contact information will appear in this panel. Alternatively, you can click on or hover over most avatars and the contact card will appear as a popup. There are three tabs in this panel: Details, Schedule (Exchange Calendar), and Organization Structure. {% tabs %} {% tab title="Contact Details" %} The Contact Details tab displays the selected contact's Teams status message, department, mobile number, time zone, and other relevant information. Contact notes for internal contacts and PSTN numbers can be saved and viewed for the contact on the details tab. See [Notes](/daily-usage/call-details) {% endtab %} {% tab title="Calendar" %} The selected contact's calendar appointments will appear on this tab. Appointments for the next five business days will appear on the list. {% endtab %} {% tab title="Organization Structure" %} The selected contact's organization structure will appear on this tab. Heading like Manager, Shares same manager, and Direct Reports can be expanded to show the relevant contact information. {% endtab %} {% endtabs %} # Opt In/Out of Teams Queues {% hint style="info" %} The Teams Call Queues panel can be enabled under [Layout](/settings/layout) {% endhint %} Prerequisite: [Enable Opt In/Out of Teams Queues (Preview)](/getting-started#enable-opt-in-out-of-teams-queues-preview) This feature is in [preview](/appendix/feature-states). The Teams Call Queues panel gives users the ability to view their Teams queues and opt in or out of them. **Refresh button:** This will update the panel with the current signed in state of the queues. **Opt In/Out:** Users can opt in or out of a queue by changing the toggle beside a queue and selecting Save. Some queues may have the option to opt in/out disabled. This is because of the queue configuration in the Teams admin center. **Cancel button:** This will disgard any changes that were made since the last save. *** **Open Teams Call Queues button:** This will open the Teams queue opt in/out webpage in a browser. # Click to Dial {% hint style="info" %} **Click to dial is a Desktop app only feature.** {% endhint %} Phone numbers on a webpage or application that appear as clickable links (TEL links) can be configured to open in Landis Attendant Console. After selecting the link, the phone number will appear in the search textbox and the contact will be shown in the search results. #### Configure Click to Dial Windows Settings | Apps | Default apps | In the search box under Set a default for a file type or link type, search for and select TEL | Set the default app to Landis Attendant Console. # Call as Delegate or Queue **Prerequisite:** [Enable Call as Delegate](/getting-started#enable-call-as-delegate) **Additional setup is required for call as Teams queue. See** [**Call as Teams Queue Setup**](https://ac.docs.landis.cloud/appendix/call-as-queue-setup) Calls can be made on behalf of another user or queue by selecting the avatar | select a "call as" option from the drop down. The call as menu option will only appear if (1) the user is a delegate of another user in Teams and is given the ability make calls or (2) a Queue has been manually configured to appear. Once the setting has been changed, initiate a call as normal. By default, the "call as" setting remains active until manually changed. However, if preferred, it can automatically switch back to calling as the signed-in user after one call. To enable this feature, navigate to settings | Advanced | enable Reset Selected Delegate to Myself after 1 Call. There is also the ability to create a quick access shortcut to change the call as delegate setting. See [Quick Access Shortcuts](/settings/quick-access-shortcuts#set-call-on-behalf-of-shortcut) # Footer Information To customize the information displayed on the footer and adjust the display order, right-click in the footer area to access the footer menu. You can toggle settings on or off and change the display order by dragging and dropping the items. | Option | Description | | ------------------ | --------------------------------------------------------------------------------------------- | | Transfer Type | Displays the transfer type that has been selected for the call. | | Mic | Displays the currently selected audio device mic. Audio levels are displayed on the mic icon. | | Speaker | Displays the currently selected audio device speaker. | | Presence | Displays the user's Teams presence. | | Status | Displays the user's Teams Status message. | | Voicemail | Displays the count of unread voicemail. | | Selected Delegator | Displays the currently selected "call as" delegate or queue. | | Selected Layout | See [Set Layout Quick Access Shortcut](/settings/quick-access-shortcuts#set-layout-shortcut) | # Settings The settings window can be accessed by selecting the "..." button on the top right corner of Landis Attendant Console, then select Settings. # General Settings | General #### General | Column | Description | | -------- | ---------------------------------------------------- | | Language | Chooses the Language of the text in the application. | | Theme | Light, Dark, or Classic mode. Default is light mode. | #### Notification Settings | Column | Description | | ---------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Suppress Teams Notifications | If enabled, Teams desktop client call notifications will be suppressed. A restart of the application is required for this setting to take effect. (Desktop app only) | | Max notifications to show | Max amount of Attendant Console notifications to show at one time. Default is four. (Desktop app only) | | Focus on Incoming Call | If enabled, the application will become the active window when there is an incoming call. (Desktop app only) (App restart is required for the setting to take affect.) | {% hint style="warning" %} The Teams desktop application language is required to match the Landis Attendant Console language for the Teams call notifications to be suppressed. {% endhint %} # Search Settings | Search ### Configure Search Sources The default search source is Entra ID Users. #### Search Source Options: There can be multiple search sources of the same type with different configurations. Each search source will appear as another tab in the search panel. To rearrange the display order of the search tabs on the contact search panel, select a search source from the list and use the up or down arrow to adjust its position. | Name | Description | Link | | ------------------------------- | ------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------- | | Entra ID User Search | Also known as Active directory users or Microsoft 365 users. | [https://learn.microsoft.com/en-us/graph/api/resources/user](https://learn.microsoft.com/en-us/graph/api/resources/user?view=graph-rest-1.0) | | Exchange Search | Personal Outlook contacts | | | External Search | Custom API Contacts | [External Search](/appendix/external-search) | | People Search | Returns organization users and contacts relevant to the signed in user. Supports fuzzy matching. | [https://learn.microsoft.com/en-us/graph/api/user-list-people](https://learn.microsoft.com/en-us/graph/api/user-list-people?view=graph-rest-1.0\&tabs=http) | | Global Exchange Contacts Search | Mail contacts. Also known as Active Directory contacts or organizational contacts. | | #### Search Source Configuration Details: {% tabs %} {% tab title="Entra ID User Search" %} Entra ID search will only search on display name and is a "begins with" search.
ColumnDescription
Search Source Display NameCustom display name of search source.
Max Contact Search ResultsThe maximum amount of contacts returned from a search.
{% hint style="info" %} By default, disabled user accounts are not returned in search results. If you would like disabled accounts to be displayed, enter the text below in the [Custom Settings](/settings/advanced#custom-settings) field: { "key": "includeDisabledAccountsInAdSearch", "description": "Filter disabled user accounts in AD Search", "value": "false" } {% endhint %} {% endtab %} {% tab title="Exchange Search" %} Exchange search will only search on display name and is a "contains" search. | Column | Description | | -------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ | | Search Source Display Name | Custom display name of search source. | | Folder ID | The Exchange Mailbox contact folder ID. | | User ID or UPN | The Azure active directory ID (GUID) or the user principle name of the mailbox. This can be a primary mailbox or a mailbox with delegated permissions. | | Max Contact Search Results | The maximum amount of contacts returned from a search. | {% hint style="info" %} To search your default personal contacts folder in your Exchange mailbox, the folder ID and User ID/UPN fields are not required. {% endhint %} To retrieve an Exchange contact folder ID: 1. Create a contacts folder in Outlook or OWA. 2. Browse to 3. Sign in to Graph Explorer 4. Change the API URL to 5. Select "Modify permissions" tab. Verify consent has been granted to Contacts.Read. If not, consent. 6. Run Query 7. Copy the id of the appropriate contact folder and enter it into Folder ID field in Attendant Console. {% endtab %} {% tab title="External Search" %} External search can query your custom search API. The response from the API should return contact information that will be shown in the search panel. For more information, see [External Search](/appendix/external-search) | Column | Description | | --------------------------- | ------------------------------------------------------ | | Search Source Display Name | Custom display name of search source. | | External Contact Search URL | External API URL to query for search results. | | Max Contact Search Results | The maximum amount of contacts returned from a search. | | {% endtab %} | | {% tab title="People Search" %} People search will search on display name and email and is a "begins with" search. It also supports fuzzy matching. | Column | Description | | -------------------------- | ---------------------------------------------------------------------------------------------------------------------- | | Search Source Display Name | Custom display name of search source. | | Max Contact Search Results | The maximum amount of contacts returned from a search. | | Subclass | Types of contacts that are returned. See: | | {% endtab %} | | {% tab title="Global Exchange Contacts" %} **Additional permissions are required to enable global Exchange contacts. See** [**Permissions**](https://ac.docs.landis.cloud/settings/pages/MXfcsBnbFZNffCP8ReLj#orgcontact.read.all) Global Exchange Contacts will only search on display name and is a "begins with" search. | Column | Description | | -------------------------- | ------------------------------------------------------ | | Search Source Display Name | Custom display name of search source. | | Max Contact Search Results | The maximum amount of contacts returned from a search. | | {% endtab %} | | | {% endtabs %} | | #### Search Pre-filter Search pre-filters will always filter the search results by the values in these fields. | Column | | -------------------- | | Departments | | Office Locations | | Countries | | Postal Codes | | Job Titles | | Given Names | | Surnames | | Display Names | | Emails | | User Principle Names | ### Configure Filters Item Lists The custom names added to these fields will be listed as persistent filter options in the advanced search panel. Multiple filter options can be added to each field. Each option must be separated by a semicolon. Example: ![](/files/8yxg5yKIAweDXFO89kgd) These options will appear in the Advanced search filter: ![](/files/wQeZOnR55WG2ouH4BtZb) # Contacts Settings | Contacts ### Contact Groups The default contact group is a list of Entra ID Users that are relevant to the user. Each contact group can be either a dynamic group based on search terms, or users in a Teams team. To rearrange the display order of the contact group tabs on the contact groups panel, select a shortcut from the list and use the up or down arrow to adjust its position. #### Contact Group Types | Name | Description | Link | | ------------------------------ | ---------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------- | | Search Group | Entra ID Users. Also known as Active Directory users or Microsoft 365 users. | [https://learn.microsoft.com/en-us/graph/api/resources/user](https://learn.microsoft.com/en-us/graph/api/resources/user?view=graph-rest-1.0) | | Teams Team Group | Users in a Teams team. 100 Contact limit. | | | Exchange Group | Personal Exchange contacts | | | Global Exchange Contacts Group | Mail contacts. Also known as Active Directory contacts or organizational contacts. | | #### Contact Groups Configuration Details {% tabs %} {% tab title="New Search Group" %} This group type can only show Entra ID users. {% hint style="info" %} This is a search group: At least one filter parameter is required for contacts to appear in the group. {% endhint %} | Column | Description | | -------------------------- | ------------------------------------------------------------------- | | Display Name | Name of contact group | | Max Contact Search Results | Max amount of contacts that will be displayed in the contact group. | | Departments | Filter by Entra ID user departments. | | Office Locations | Filter by Entra ID user office locations | | Countries | Filter by Entra ID user countries. | | Postal Codes | Filter by Entra ID user postal codes. | | Company Names | Filter by Entra ID user company names. | | Job Titles | Filter by Entra ID user job titles. | | Given Names | Filter by Entra ID user given names. | | Surnames | Filter by Entra ID user surnames. | | Display Names | Filter by Entra ID user display names. | | Emails | Filter by Entra ID user emails. | | User Principle Names | Filter by Entra ID user principle names. | {% hint style="info" %} Multiple search terms can be entered in each field separated by a semicolon. For example: Sales;Information technology;Human resources {% endhint %} {% endtab %} {% tab title="New Teams Team Group" %} This group type can only show the users in the specified Teams team. | Column | Description | | ------------------- | --------------------------------------------------------------- | | Display Name | Name of contact group | | Select a Teams team | The members of the Teams team will appear in the contact group. | | {% endtab %} | | {% tab title="New Exchange Group" %} This group type can only show Exchange contacts. {% hint style="info" %} This is a search group: At least one filter parameter is required for contacts to appear in the group. {% endhint %} | Column | Description | | -------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ | | Display Name | Name of contact group | | Max Contact Search Results | Max amount of contacts that will be displayed in the contact group. | | Folder ID | The Exchange Mailbox contact folder ID. | | User ID or UPN | The Azure active directory ID (GUID) or the user principle name of the mailbox. This can be a primary mailbox or a mailbox with delegated permissions. | | Departments | Filter by user departments. | | Office Locations | Filter by office locations. | | Countries | Filter by user countries. | | Postal Codes | Filter by user postal codes. | | Company Names | Filter by company names. | | Job Titles | Filter by user job titles. | | Given Names | Filter by user given names. | | Surnames | Filter by user surnames. | | Display Names | Filter by user display names. | | Emails | Filter by user emails. | | User Principle Names | Filter by user principle names. | {% hint style="info" %} Multiple search terms can be entered in each field separated by a semicolon. For example: Sales;Information technology;Human resources {% endhint %} {% endtab %} {% tab title="New Global Exchange Contacts Group" %} **Additional permissions are required to enable global Exchange contacts. See** [**Permissions**](https://ac.docs.landis.cloud/settings/pages/MXfcsBnbFZNffCP8ReLj#orgcontact.read.all) This group type can only show global Exchange contacts. {% hint style="info" %} This is a search group: At least one filter parameter is required for contacts to appear in the group. {% endhint %} | Column | Description | | -------------------------- | ------------------------------------------------------------------- | | Display Name | Name of contact group | | Max Contact Search Results | Max amount of contacts that will be displayed in the contact group. | | Company Names | Filter by user company names. | | Job Titles | Filter by user job titles. | | Given Names | Filter by user given names. | | Surnames | Filter by user surnames. | | Display Names | Filter by user display names. | | Emails | Filter by user emails. | | User Principle Names | Filter by user principle names. | {% hint style="info" %} Multiple search terms can be entered in each field separated by a semicolon. For example: Sales;Information technology;Human resources {% endhint %} {% endtab %} {% endtabs %} ### Default Selected Contact Group This setting will configure the group that will automatically be selected when Attendant Console is loaded. ### Display Teams Contact Categories as Contact Groups This setting will enable or disable Teams Contact Categories displayed as groups on the contact groups panel. Teams Contact Categories are created and edited in the Teams People app. To create categories in the People app, see: [https://support.microsoft.com/en-us/office/manage-your-contacts-with-the-people-app-in-teams](https://support.microsoft.com/en-us/office/manage-your-contacts-with-the-people-app-in-teams-cfea34b9-ac23-4cff-b3d1-c97bb2b1e751) ### Contact Endpoint Order This is the priority of contact methods evaluated when using the "CallDefault" button or double clicking a contact card. For example, if the first contact method listed is Teams, the Attendant Console will initiate a Teams call. If the user is not enabled for Teams, it will try the second contact method on the list and so on. ### Customized Contact Layout Buttons This setting will configure the buttons and order of buttons that are shown on contacts. {% hint style="info" %} The schedule button will automatically select the schedule tab on the contact detail panel and display the user's calendar events. {% endhint %} ### Customize Contact Layout Text This setting will configure the text that is shown on contacts. There can be up to three lines of text on each contact. The text that is displayed on each line is configured by entering plain text and/or placeholders for the desired fields. A placeholder can be inserted by selecting a placeholder from the dropdown to the right of the field. The cursor position is saved and used for the insert. #### Smart Separators and Labels Smart separators and labels allow text to only show when needed. * Smart separators are anything put inside curly braces that is not a recognized placeholder. Smart separators have the ability to intelligently be hidden when the placeholder to its left or right evaluates to an empty string. This only applies when the smart separator is directly against another curly braced item such as a placeholder. * Labels are text put inside <> which is nested inside a curly braced field. In this case, the label will only show when the field accompanying it evaluates to text rather than an empty string. * Plain text outside of curly braces will be displayed all the time. Note: Multiple spaces will be ignored and treated as a single space #### Example: ``` {Department}{ - }{JobTitle} ``` In the example above, the "Dept: " label will only show if the department field is populated for the contact. The smart separator " - " will only show if the contact has both a department and a job title. The label "Job Title: " will only show if the job title field is populated for the contact. ### Notes #### Allow Saving Contact Notes This setting is enabled by default. Disabling this setting will not allow users to save contact notes in the contact card panel or call details panel. #### Contact Note Group Key Contact and caller notes can be shared between multiple users by generating a group of characters (key) and entering the same characters in the Contact Note Group Key field for each user. #### Show Notes Search Results Tab If enabled, notes can be searched by entering a search term in the search field at the top center of Landis Attendant Console. The search results will be shown as [contacts](/daily-usage/contacts) on the Contact Notes tab in the contact search panel. # Caller Info Settings | Caller Info #### Call pop lookup URL The call pop lookup URL is queried when there is an incoming call. The webpage will be shown in an Iframe on the call pop panel. The caller display name, caller number, queue name, and/or call ID can be included in the URL by using the supported placeholders. See example URL with placeholders below: #### Open call pop in browser If selected, the above URL will be shown in a new browser tab instead of the call pop panel. #### Adaptive Card Alternatively, an adaptive card can be displayed in the call pop panel when there is an incoming call. Adaptive cards can be designed [here](https://adaptivecards.microsoft.com/designer) and the JSON code copied into the Adaptive Card text field. Place holders that can be used in the call pop URL can also be used in the adaptive card. Example Adaptive Card ```json { "type": "AdaptiveCard", "body": [ { "type": "TextBlock", "size": "Medium", "weight": "Bolder", "text": "Call Information:" }, { "type": "TextBlock", "text": "${displayname}", "wrap": true }, { "type": "TextBlock", "text": "${callernumber}", "wrap": true }, { "type": "TextBlock", "text": "${queuename}", "wrap": true }, { "type": "TextBlock", "text": "${callid}", "wrap": true } ], "$schema": "http://adaptivecards.io/schemas/adaptive-card.json", "version": "1.5" } ``` # Transfer Settings | Transfer #### Transfer Mode on Answer When a call is answered the specified transfer mode will automatically be selected. This will enable one click transfer. #### Place call on hold on begin transfer If this option is enabled, when a transfer mode is selected the call will immediately be placed on hold. #### Call Button Visibility These settings control what transfer options are available for calls. | Option | Description | | --------- | ------------------------------------------------------------ | | Full | Transfer Button will be shown on the current call area.\* | | Minimized | Transfer option will only be available on the "more" menu.\* | | Disabled | Transfer option will not be available. | \*Transfer to Current Call is only shown in the context menu when a call is on hold. {% hint style="info" %} AI prompts that have been enabled as an option for callback reminders will appear in the list of placeholders for the chat callback reminder, email callback reminder, chat consult transfer, and call transfer summary message templates. When the callback message is generated, the AI response will be included in the message. See [AI Prompts](/settings/ai-prompts) {% endhint %} #### Call Back Messages These fields allow customization of the call back reminder chat, call back reminder email, and chat consult transfer messages. Placeholders can be added to the text by selecting a placeholder from the "Add" drop down menu to the right of each text field. AI prompts that have been included as an option for callback reminders will appear in the list of placeholders. All fields can be reset to default by selecting the "Reset to default" button below each field. #### Chat Consult Transfer Chat consult transfer request message can be customized here. Placeholders can be added to the text by selecting a placeholder from the "Add" drop down menu to the right of the text field. AI prompts that have been included as an option for callback reminders will appear in the list of placeholders. All fields can be reset to default by selecting the "Reset to default" button below each field. If "Enable Automatic Transfer from Hold" is enabled, the call transfer will automatically be initiated if the transfer recipient selects Accept or Send to Voicemail. For more information on chat consult transfer see [Enable Chat Consult Transfer](/appendix/enable-chat-consult-transfer) #### Call Transfer Summary If enabled, a chat message will be sent along to the transfer recipient. This chat message is customizable and can include an AI summary of the call. See[ AI prompts](/settings/ai-prompts) #### Hold Alerts When the holding time is equal to the configured warning time, a red progress bar will appear on the holding call. When the critical time is reached, a flashing red triangle will also appear on holding call. If the audible alert is enabled, a beep will sound upon reaching the critical time. #### Failed Transfer Alerts If a transfer is unsuccessful, the call will be placed in a holding state. When the holding time is equal to the configured warning time, a red progress bar will appear on the holding call. When the critical time is reached, a flashing red triangle will also appear on holding call. If the audible alert is enabled, an alert will be played upon reaching the critical time. #### Advanced If clear search bar after transfer initiated is enabled, the search field text will automatically be cleared when a transfer is initiated. # Devices Settings | Devices #### Audio Devices | Option | Description | | ----------------------------------------------------------- | ------------------------------------------------------------------------------------------- | | Speaker | Device speaker used for calls. | | Microphone | Device microphone used for calls. | | Ring | Speaker used for incoming call alerts. | | Silence Incoming Ring | Option to disable incoming call alerts. | | Silence Call Waiting Tone | Option to disable incoming call alerts when in an active call. | | Make a test call ([Experimental](/appendix/feature-states)) | Initiates a call to an audio test service to verify your audio device is working correctly. | #### Utilize Headset Buttons ([Preview](/appendix/feature-states)) See [USB Audio Device Call Control Buttons](/appendix/usb-audio-device-call-control-buttons-preview) #### Noise Suppression (Browser Only) | Option | Description | | ------------------------ | --------------------------------------------------------------------- | | Turn on noise suppresion | Noise suppression will remove background noise during an active call. | # Layout Settings | Layout These options allow for editing existing or creating new layouts. Each layout gives you the ability to customize the size, location, and content of each panel. #### Changing Layouts Layouts can be changed by selecting another layout in the Selected Layout dropdown or by using a [Quick access shortcut](/settings/quick-access-shortcuts#set-layout-shortcut) button. #### Adding Layouts To add a layout, select New and give the layout a name. There are multiple templates that you can use to get started. Once the preferred template has been selected, what is displayed on each panel can be configured. Each panel on the layout has a number assigned. These panel numbers can be selected for each of the options (Calls, Contact Search, etc.) Once you are satisfied with the layout, select Back to Settings and use the Selected Layout dropdown to select the new layout. ### Panels #### Smart Panels Some panels will appear as needed even when omitted from the current layout. | Panel | Action To Display When Not In Current Layout | | ---------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Contact Search | Enter a search term in the search field | | Queues | Click on Agent status, Time in Agent Status, or Signed in Queue Count on footer. See [Landis Contact Center Connector](/settings/connectors#landis-contact-center-preview) | | Voicemail | Click on Voicemail button on top right corner. | | Wrapup Questions | Will be displayed automatically at end of call. See [Landis Contact Center Connector](/settings/connectors#landis-contact-center-preview) | | Call Details | Will be displayed when hovering over or selecting far right grey bar on the call controls of both active calls and calls on hold. | {% hint style="info" %} The same panel number can be selected for multiple options. In this scenario, tabs will appear for each option on the top of the panel. {% endhint %} #### Panel Types | Name | Description | | ---------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | | Calls | Panel where calls are handled. See [Call Handling](/daily-usage/call-handling) | | Contact Search | Panel where search results are displayed. See [Search for Contacts](/daily-usage/search-for-contacts) | | Contact Groups | Panel where contact groups are displayed. See [Contact Groups](/daily-usage/contact-groups) | | Contact Card | Panel where contact details are displayed. See [Contact Card](/daily-usage/contact-card) | | Call Pop | Panel where call pop is displayed. See [Caller Info](/settings/caller-info) | | Teams Call Queues | Panel that includes a button that opens Teams queue webpage for agents to sign in/out of Teams queues. | | Quick Access Shortcuts | Panel where quick access shortcut buttons are displayed. See [Quick Access Shortcuts](/settings/quick-access-shortcuts) | | Voicemail | Panel where personal voicemails are displayed. See [Enable Voicemail Panel](/getting-started#enable-voicemail-panel) | | Group Voicemail | Panel where Microsoft 365 group voicemails are displayed. See [Enable Group Voicemail Panel](/getting-started#enable-microsoft-365-group-voicemail-panel) | | External Site | Panel that displays a persistent webpage. See [External Site](/settings/advanced#external-site-url)[ URL](/settings/advanced#external-site-url) | | Call Details | Panel that displays details about the current active call. See [Call Details](/daily-usage/call-details) | | Queues | Panel that displays Landis Contact Center agent and queue information. See [Connectors](/settings/connectors) | | Call History | Panel that displays local call history. See [Call History](/daily-usage/call-history) | | Wrap Up Questions | Panel that displays Landis Contact Center Wrap Up Questions. See [Connectors](/settings/connectors) | | Video Call | Panel that displays the video streams in a Teams call. | {% hint style="info" %} If the layout templates do not meet your needs, layouts can be further customized by editing the JSON code displayed below the example layout. If you are not familiar with JSON and would like to design a custom layout, please submit a support ticket at {% endhint %} # Keyboard Shortcuts Settings | Keyboard Shortcuts Keyboard shortcuts can be configured to perform call candling actions. The actions are listed along with the shortcut key combination. When using the browser, keyboard shortcuts can only be used when the attendant console is the active window. When using the desktop application, To clear a key combination, select the X to the right of the Action. To change or enable a keyboard shortcut, select the name of an action and press the key combination desired. The key combination will appear in the key combination column. If the key combination does not appear, it is not an available key combination. #### Other Shortcuts | Shortcut | | | ---------------- | ----------------------------- | | Ctrl+Alt+Shift+1 | Export Logs | | Ctrl + (plus) | Zoom In (Desktop app only) | | Ctrl - (minus) | Zoom Out (Desktop app only) | | Ctrl+0 | Reset Zoom (Desktop app only) | # Quick Access Shortcuts Settings | Quick Access Shortcuts Quick Access Shortcuts are customizable buttons designed to streamline frequent tasks These buttons are displayed on the Quick Access Shortcuts panel. See [Layout](/settings/layout) To rearrange the display order of the buttons on the Quick Access Shortcuts panel, select a shortcut from the list and use the up or down arrow to adjust its position. #### Call user shortcut This shortcut will start a new call to a user/phone number, or a live call can be transferred to the user/number. You can add multiple call user shortcuts to create a speed dial list of internal and external contacts. New | New call user shortcut Once the shortcut has been added, it will appear as a clickable button on the quick access shortcut panel. | Option | Description | | --------------------- | ------------------------------------------------------------------------------------------------------------------------------- | | Shortcut Display Name | Name of shortcut displayed on button. | | Description | Description of Action. | | Keyboard Shortcut | Keyboard Shortcut that performs the action. | | UPN or PSTN | The user principal name or phone number of the contact in E.164 format. | | Transfer to Voicemail | If this is enabled, any transfers to this shortcut will be connected to the user voicemail. This applies to UPN transfers only. | #### Open webpage shortcut This option will open the specified webpage in the browser. New | New open webpage shortcut Once the shortcut has been added, it will appear as a clickable button on the quick access shortcut panel. | Option | Description | | --------------------- | ------------------------------------------- | | Shortcut Display Name | Name of shortcut displayed on button. | | Description | Description of Action. | | Keyboard Shortcut | Keyboard Shortcut that performs the action. | | Webpage URL | The URL of the webpage that will be opened. | #### Execute HTTP request shortcut This option will execute the specified HTTP method to the specified URI. The Headers and Body can also be specified. New | New execute HTTP request shortcut Once the shortcut has been added, it will appear as a clickable button on the quick access shortcut panel. | Option | Description | | --------------------- | ------------------------------------------- | | Shortcut Display Name | Name of shortcut displayed on button. | | Description | Description of Action. | | Keyboard Shortcut | Keyboard Shortcut that performs the action. | | HTTP Method | The HTTP Method: POST, GET, etc.. | | URI | URI of the request. | | Headers | Headers included in the request. | | Body | Body included in the request(optional). | #### Set audio device shortcut This option will set the active audio device used in Landis Attendant Console. New | New set audio devices shortcut Once the shortcut has been added, it will appear as a clickable button on the quick access shortcut panel. | Option | Description | | --------------------- | ------------------------------------------- | | Shortcut Display Name | Name of shortcut displayed on button. | | Description | Description of Action. | | Keyboard Shortcut | Keyboard Shortcut that performs the action. | | Microphone | Microphone that will be selected. | | Speaker | Speaker that will be selected. | #### Set (Teams)Presence Shortcut This option will change the signed in user's Teams presence New | New set presence shortcut Once the shortcut has been added, it will appear as a clickable button on the quick access shortcut panel. | Option | Description | | ------------------------------ | ------------------------------------------------------------------------ | | Shortcut Display Name | Name of shortcut displayed on button. | | Description | Description of Action. | | Keyboard Shortcut | Keyboard Shortcut that performs the action. | | Presence | Teams Presence option that will be selected. | | Duration in minutes (optional) | Duration of the Teams presence option that is selected before resetting. | #### Set Call on Behalf of (delegate) Shortcut This option will change the current call as delegate setting. New | New set call on behalf of shortcut Once the shortcut has been added, it will appear as a clickable button on the quick access shortcut panel. | Option | Description | | ---------------------------- | ------------------------------------------- | | Shortcut Display Name | Name of shortcut displayed on button. | | Description | Description of Action. | | Keyboard Shortcut | Keyboard Shortcut that performs the action. | | Call on Behalf of Delegators | The delegator that will be selected. | #### Set user status message shortcut This option will change the signed in user's Teams status message. New | New set user status message shortcut Once the shortcut has been added, it will appear as a clickable button on the quick access shortcut panel. | Option | Description | | ------------------------------ | ------------------------------------------------------------------- | | Shortcut Display Name | Name of shortcut displayed on button. | | Description | Description of Action. | | Keyboard Shortcut | Keyboard Shortcut that performs the action. | | Status message | The message that will be set as the Teams status message. | | Duration in minutes (Optional) | How long the message will be displayed as the Teams status message. | #### Set Layout Shortcut This option will change the current layout New | New set layout shortcut Once the shortcut has been added, it will appear as a clickable button on the quick access shortcut panel. If Selected Layout is enabled on the footer, the set layout buttons will also appear on the footer | Option | Description | | --------------------- | --------------------------------------------------------------------------------------------------------- | | Shortcut Display Name | Name of shortcut displayed on button. | | Description | Description of Action. | | Keyboard Shortcut | Keyboard Shortcut that performs the action. | | Layout | Name of layout to enable. These are created in Settings \| Layout | | Icon | If Selected Layout is enabled on the footer, this is the icon that will be displayed on the footer button | # Connectors Settings | Connectors ## Landis Contact Center (Preview) Customers that are utilizing Landis Contact Center queues can enable the connector to allow agents to sign in/out of queues, change their agent status, enable/disable recording and display call pop and wrap up questions. 1. Enable the setting to Use Landis Contact Center Integration 2. If applicable, select the appropriate Landis Contact Center organization from the list | Submit ### Agent Status, Queue sign in/out, and Live Queue stats #### Queues Panel Agent Status, Queue sign in/out, and Live Queue stats can be accessed in the Queues panel. This panel can be either persistent in the layout or appear termporarily as needed (Smart Panel). Smart panel: See [Smart Panels](/settings/layout#smart-panels) Persistent panel: Settings | Layout | Enable the Queues panel on the layout #### Quick Access Shortcut Button(s) Quick access shortcuts buttons can be created to change an agent status or sign in/out of queue(s). Settings | Quick Access Shortcuts | New New set agent status shortcut or New set agent queue shortcut #### Footer Right click footer | Enable Agent status, Time in Agent Status, and Signed in Queues. Clicking on any of these items on the footer will bring up the queues panel. ### Recording Recording can be enabled/disabled by selecting the record button on the live call controls. The capability for an agent to manage call recording is determined by the contact center's call setting policy. A keyboard shortcut can be configured to enable or disable recording. Settings | Keyboard Shortcuts | Start/Stop Contact Center Recording The current recording status can be shown on the footer. Right-click the footer to enable Recording Status. ### Call Pop 1. Settings | Layout | Enable the Call Pop panel on the layout {% hint style="info" %} The Adaptive Card call pop can be used with Landis Contact Center placeholders. {% endhint %} ### Wrap up Questions This panel can be either persistent in the layout or appear termporarily as needed (Smart Panel). Smart panel: See [Smart Panels](/settings/layout#smart-panels) Persistent panel: Settings | Layout | Enable the Wrap Up Questions panel on the layout ### Outbound queue calling Calls can be made on behalf of a queue by selecting the avatar | select a queue "call as" option from the drop down. Once the setting has been changed, initiate a call as normal. By default, the "call as" setting remains active until manually changed. However, if preferred, it can automatically switch back to calling as the signed-in user after one call. To enable this feature, navigate to settings | Advanced | enable Reset Selected Delegate to Myself after 1 Call. There is also the ability to create a quick access shortcut to change the call as delegate setting. See [Quick Access Shortcuts](/settings/quick-access-shortcuts#set-call-on-behalf-of-shortcut) # Permissions Settings | Permissions Optional permissions that can be granted to enable more features. #### Mail.ReadBasic This will enable a voicemail icon on the top bar with unread voicemail count. #### Mail.ReadWrite This will enable the voicemail panel to retrieve voicemails and mark them as read when selected. #### Group.Read.All This will enable the group voicemail panel to retrieve Microsoft 365 group voicemails. #### OrgContact.Read.All This will enable the ability to [search global Exchange Contacts](/settings/search#global-exchange-contacts) and/or display [global Exchange Contact groups](/settings/contacts-settings#new-global-exchange-contacts-group). #### CallDelegation.ReadWrite This will enable the ability to initiate calls as a delegate. #### This will enable the ability to [connect to your own Azure OpenAI model](/settings/ai-prompts#ai-connection) {% hint style="info" %} After granting consent to one or multiple permissions, all users will need to reauthenticate (Sign out and sign in) for the features to become available. {% endhint %} # AI Prompts This feature is [preview.](/appendix/feature-states) Settings | AI Prompts AI Prompts can be created to perform an action using AI on the transcription of the call. These actions can be triggered in multiple ways: 1\. Triggered manually by pressing the Generate Prompt button on the AI Prompts tab on the Call Details panel. When using this method, the response will be shown on the same panel. The response can also be shown in the call history panel if the setting Save Response to Local Call History is enabled. 2\. Triggered on chat callback reminder, email callback reminder, or chat consult transfer creation. When using this method, the response will be displayed in the consult transfer chat or callback reminder. The response can also be shown in the call history panel if the setting Save Response to Local Call History is enabled. 3\. Triggered automatically at end of call. When using this method, we recommend enabling the setting Save Response to Local Call History. The response will then be shown in the call history panel. 4\. Triggered manually by pressing a keyboard shortcut. When using this method, the response can be shown on the Call Details panel or the call history panel (if the setting Save Response to Local Call History is enabled). 5. Triggered by [Call Transfer Summary](/settings/transfer#call-transfer-summary). When using this method, the response can be sent along in the chat to the transfer recipient. {% hint style="info" %} If the AI Prompt is set to display on Call Details panel, the display order of the prompts can be changed. Select a shortcut from the list and use the up or down arrow to adjust its position. {% endhint %} {% hint style="info" %} In the transcription sent along with the AI Prompt, a star (\*) will denote responses from the attendant console user. Use this indicator to determine if the agent's transcription will be evaluated. {% endhint %} ### AI Prompt | Option | Description | | ----------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Display Name | This display name of the AI prompt. | | Description | Optional description of the AI Prompt. | | Prompt | This is the prompt that will be sent to AI. | | Display on Call Details | Displays this prompt as an option on the [AI Prompts tab on the Call Details panel](/daily-usage/call-details#ai-prompts-preview) | | Include as Option for Callback Reminders | Displays this prompt as an option on the [chat callback reminder, email callback reminder, chat consult transfer templates, and call transfer summary](/settings/transfer#call-back-messages) as a placeholder. | | Save Response to Local Call History | Save the AI prompt response to local history. This will allow the response to be viewed in the Call History panel. | | Triggers: End of Call | Triggers the AI prompt at the End of the call. When using this trigger, we recommend enabling Save Response to Local Call History setting. The response can then be viewed in the call history panel. | | Triggers: Keyboard Shortcut | Triggers the AI prompt by pressing the specified keyboard shortcut. When using this method, the response can be shown on the Call Details panel or the call history panel (if the setting Save Response to Local Call History is enabled). | | Triggers: Utterance ([Private Preview](/appendix/feature-states)) | Triggers the AI prompt when a keyword is mentioned in the call. The current phrase containing the keyword and the previous ten phrases will be sent in the prompt. Each new phrase will continue to trigger the prompt until the keyword is not included in the previous 10 phrases. | #### Adaptive Card Adaptive cards can be configured to be displayed as the AI prompt response. First, the AI prompt is required to return a JSON object. See example Below: ``` Summarize this call and return JSON object formatted like: { “Summary”: “CALLSUMMARYHERE” } ``` Second, the properties in the JSON object can be referenced in the adaptive card: ${PropertyName} Adaptive cards can be designed here: See example adaptive card below that can be used with the prompt above: ``` { "type": "AdaptiveCard", "body": [ { "type": "TextBlock", "size": "Medium", "weight": "Bolder", "text": "Call Summary" }, { "type": "TextBlock", "text": "${Summary}", "wrap": true } ], "$schema": "http://adaptivecards.io/schemas/adaptive-card.json", "version": "1.5" } ``` ### Advanced Settings Enable Real-Time Speech to Text will allow closed captions to function on the [Call Details Panel](/daily-usage/call-details) Save transcription to Local Call History. See [Call History](/daily-usage/call-history#closed-captions-preview) Enable AI Transfer Advisor ([Private Preview](/appendix/feature-states)) #### AI Connection (optional) **Additional permissions are required to connect to your own Azure OpenAI model. See** [**Permissions**](https://ac.docs.landis.cloud/settings/pages/MXfcsBnbFZNffCP8ReLj#https-cognitiveservices.azure.com-user_impersonation) These settings give you the ability to connect to your own Azure OpenAI model for the AI prompts. 1. Create or use an existing Azure OpenAI model. 2. Grant permissions to Foundry resource. 1. Grant the attendant console users the Cognitive Servises OpenAI User role. 3. Copy the Endpoint Target URI from the model. Use the instructions below to parse the URL and gather the required information to populate the setting fields. 1. Endpoint URL: The protocol and domain name of the URL 2. Deployment Name: The URL pathname after /deployments 3. API Version: The contents of the api-version URL parameter Example Endpoint Target URI: /openai/deployments/o4-mini/chat/completions?api-version=2025-01-01-preview Endpoint URL: Deployment Name: o4-mini API Version: 2025-01-01-preview # Advanced Settings | Advanced ### Logging Level Logging level determines what level of logs are collected. If enabled, only the previous 15 min of logs are collected and can be exported. ### Import/Export Settings These options allow a user to import and export the current settings applied in attendant console. ### Number Normalization Rules Normalization rules are applied when a user enters a number in the search field. For example, if the user enters 7177330793, a normalization rule can translate the number to +17177330793. Regular expressions are used to match and translate a number. | Option | Description | | ------------------------- | ------------------------------------------------------------------------------------------------- | | Description | Description or name of normalization rule. | | Pattern | Pattern to match | | Translation | Translation of number after it has matched the pattern. | | Normalize Contact Numbers | When a number is selected on a contact, the number will be normalized when the call is initiated. | {% hint style="info" %} Normalization rules are also used in Teams tenant dial plans. Typically, the same rules apply to Landis Attendant Console. To view the normalization rules applied to a user in Teams, see: [https://docs.microsoft.com/en-us/powershell/module/skype/get-cseffectivetenantdialplan](https://docs.microsoft.com/en-us/powershell/module/skype/get-cseffectivetenantdialplan?view=skype-ps) {% endhint %} ### Custom Settings Custom settings can be enabled by adding specific JSON objects to this field. After adding a custom setting, a restart or refresh of the application is required for the custom setting to be applied. ### Enable Experimental Features {% hint style="warning" %} Experimental features may change, break, or disappear at any time. Landis Technologies and Microsoft cannot guarantee support for experimental features. Our technical support teams may not be able to help you with issues that may appear. See [Feature States](/appendix/feature-states) {% endhint %} These features can be enabled by selecting the checkbox beside the experimental feature. | Experimental Feature | Description | | -------------------- | ----------- | | | | ### Call Settings Reset Selected Delegator to Myself after 1 Call. See [Call as Delegate](/daily-usage/call-as-delegate-or-queue) #### End of Call Webhook End of call webhook will send call data in the body of an HTTP POST to a URL. The call data can include transcription, AI prompt responses, participant info and call times. | Option | Description | | ----------------------- | ------------------------------------ | | End of Call Webhook URL | URL of where the HTTP POST is sent | | Header Key and Value | HTTP Post custom headers. (optional) | {% hint style="info" %} ### End of call webhooks can be used to send call data to an external database for basic reporting purposes or to save transcriptions and/or summaries of calls. {% endhint %} ### External Site URL The external site URL is the website that is shown on the External Site panel. This panel can be enabled in the Layout tab in the settings. This website is required to be iframe compatible. # Administration # Settings Policies Settings policies allow an admin to deploy settings for users. Each policy includes one or multiple settings. The settings in these policies can be applied as default or admin enforced. **Default Settings**: Settings that do not have the admin enforced box checked will fall into this category. This option will configure the default settings but will allow users to change the settings. **Admin Enforced Settings**: Settings with the admin enforced box checked will configure the settings and these settings will not be editable by users. **Settings will be applied in the following order:** 1. Application default settings (No policy applied) 2. Default policy, settings not admin enforced 3. User level policy, settings not admin enforced 4. End user configured settings 5. Default policy, settings admin enforced 6. User level policy, settings admin enforced Example Scenarios: Scenario 1: An end user configures a setting (option 4). This will override the setting configured in option 1, 2, and three. Scenario 2: A setting is configured in a user level policy and is admin enforced (option 6). This will override all other settings configured in option 1, 2, 3, 4, and 5. # Access Settings Policies By default, no users will have access to configure settings policies. Follow the steps below to allow users to access the setting policies portal: | Enterprise Applications | Landis Attendant Console - API | Users and groups | Add user/group | Select a user or group | Select the Admin Settings role | Select the Assign button The users should now be able to see a new option for Setting Policies when selecting the ellipsis button on the top right corner of Landis Attendant Console. If the option does not appear, sign out of Landis Attendant Console and sign in again. # Configuring Settings Policies Ellipsis menu | Settings Policies Settings policies will be applied in the following order from general to specific. The more specific policy will be applied to the user. 1. Application defaults (No policy applied) 2. Default policy 3. User level policy #### Create a Policy Settings policies tab | New Give the policy a name and description (optional). If the Is Default option is selected, all users will be assigned this policy unless another policy is assigned at the user level. Only one policy can be set as default. Select the Configure Tab Configure the appropriate settings. Each setting or group of setting have the option to be Admin Enforced. Settings with lists, like search sources and contact groups, can be admin enforced at the item level or the entire setting level. When completed, select the Save policy changes button. #### Assign a Policy to a User Policy User Assignments tab | New Select a Settings Policy Search for a user by display name | Select the appropriate user | Save. # Appendix # Advanced Settings Settings that roam with user and administrator can set the default and/or enforce.
Setting CodeDescriptiondefault/enforceroaming
keyboardShortcutValuesArray of Keyboard shortcutsYESYES
layoutConfigLayout Configuration?? TBD?? TBD
micDeviceInfoselected microphoneNONO
speakerDeviceInfoselected speakerphoneNONO
ringDeviceInfoselected speaker for ring soundNONO
ringDisabledDisable ring soundYESYES
callPopLookupUrllookup url for callpopYESYES
defaultTransferModedefault transfer mode when a call is answeredYESYES
holdOnTransferModecall placed on hold as soon as a user puts it in a transfer modeYESYES
contactEndpointOrderOrder of contact endpoints to use when calling a userYESYES
contactLayoutButtonsbuttons that show on contact cardYESYES
contactLayoutTextBlockstext that is show on a contact cardYESYES
contactGroupsMultiArray of Contact GroupsYESYES
defaultSelectedContactGroupDefault selected contact groupYESYES
contactSearchListsDefinitionsArray of contact search sourcesYESYES
buttonVisibleBlindTransfershould blind transfer button be shownYESYES
buttonVisibleSafeTransfershould safe transfer button be shownYESYES
buttonVisibleAddParticipantshould add particiapnt button be shownYESYES
buttonVisibleConsultTransfershould consult transfer button be shownYESYES
customSettingsarray of custom settingsYESYES
quickAccessShortcutsArray of quick access shortcutsYESYES
normalizationRulesarray of number normalization rulesYESYES
future Theme Setting??? TBD?? TBD
# AI Features Below is a list of AI features integrated into the software: * AI Prompts can be created to perform an action using AI on the transcription of the call. See [AI Prompts](/settings/ai-prompts). This feature supports customer provided Azure resource. See [AI Connection](/settings/ai-prompts#ai-connection-optional) # App Service Information App Service Data Handling, Security, Compliance, Privacy & Identity Information. See [App Service information](https://learn.microsoft.com/en-us/microsoft-365-app-certification/saas/landis-attendant-console-for-microsoft-teams?pivots=general) # Attendant Pro Comparison For customers and partners already using our product, Attendant Pro for Skype for Business, below is a comparison of the products. | Feature | Attendant Console for Microsoft Teams | Attendant Pro for Skype for Business | | ------------------- | --------------------------------------------------- | ------------------------------------ | | client architecture | Full client | controls 1st party client | | architecture | SaaS/Web Application | Windows application | | Reporting | Not available. Use Landis Contact Center reporting. | Native | | Recording | Not available. Use Landis Contact Center Recording. | Native | # Desktop App Antivirus Exclusions To prevent any interference of Landis Attendant Console, add the following executables to the "exclusion list" process in the antivirus software. * %localappdata%\Programs\landisattendantconsole\Landis Attendant Console.exe * %localappdata%\Programs\landisattendantconsole\resources\auxiliary\WindowHandler.exe Alternatively, the following folder, subfolders, and contents can be excluded: * %localappdata%\Programs\landisattendantconsole # Desktop App / Browser Feature Comparison | Feature | Desktop App | Browser | | ----------------------------------------- | ----------- | ------- | | Network proxy support | | ✓ | | Deep packet inspection support | | ✓ | | Teams desktop app toast alert suppression | ✓ | | | Global shortcut keys | ✓ | | | Click to dial | ✓ | | | Focus on incoming call | ✓ | | | Incoming call toast alert | ✓ | | # Desktop App Minimum Requirements ### Windows PC: | Component | Minimum Requirement | | ---------------- | ---------------------------- | | Operating System | Windows 10 or 11 | | Processor | Dual core 1.1 GHz or faster | | Hard Disk | 2 GB of available space | | Memory | 8 GB RAM | | Devices | Teams certified audio device | Note: VDI environments are not supported. # Call as Teams Queue Setup This feature is in preview. See [Feature States](/appendix/feature-states) {% hint style="warning" %} Prerequisites: 1. Verify the user is able to initiate calls as the Teams queue in the Teams client. For more info see: 2. Additional permissions are required to enable call as queue. See [Permissions](https://ac.docs.landis.cloud/appendix/pages/MXfcsBnbFZNffCP8ReLj#calldelegation.readwrite) {% endhint %} 3. In the Teams admin center, edit the Teams queue and locate the section labeled Assign calling ID. Select the resource account and click Copy object ID button. Paste the object ID(s) in the custom setting below. One or multiple object IDs can be listed. ```json [ { "key": "additionalDelegators", "description": "Array of additional delegators to add to the contact list. Array of strings of IDs", "value": [ "Resource Account Object ID" ] } ] ``` 2. In Landis Attendant Console, select Settings | Advanced | Copy and paste the custom setting in the Custom Settings text box. See example custom setting below:
3. Restart attendant console and now the resource accounts should appear in the "call as" dropdown list. # Enable Chat Consult Transfer Chat consult transfer enables the attendant user to send an adaptive card to an internal user when performing a chat consult transfer. This adaptive card has options the user can select to accept or deny a call transfer. When the transfer recipient selects an option on the adaptive card, the status of the call will update on the calls panel. The transfer can be completed from the status area. * [ ] Deploy Landis Attendant Console bot to users in organization * [ ] Enable option in Landis Attendant Console ### Deploy Landis Attendant Console bot to users in your organization There are two ways to deploy the bot: #### Option 1: Allow the bot to be deployed to users on demand Browse to Teams admin portal | Teams apps | Manage apps | Search and select Landis Attendant Console Bot | Permissions tab | select Review permissions and consent button | Sign in with admin user | Accept the permissions. This will allow the bot to be automatically deployed to a user when the Attendant console user(s) initiate a chat consult transfer. #### Option 2: Deploy the bot to all users with a policy Browse to Teams admin portal | Teams apps | Setup policies Search and add the Landis Attendant Console bot app to an existing policy or create a new policy and assign to users. {% hint style="info" %} Users that have the Landis Attendant Console bot app installed will be able to receive the chat consult transfer adaptive cards. If the attendant user tries to initiate a chat consult transfer with a user that does not have the Landis Attendant Console bot app installed, an error will appear in the attendant console. {% endhint %} ### Enable option in Landis Attendant Console In Landis Attendant console, open settings | Transfer | Call Button Visibility Under Chat Consult Transfer, select Full. {% hint style="info" %} **Recommended:** If "Enable Automatic Transfer from Hold" (Settings | Transfer tab) is enabled, the call transfer will automatically be initiated if the transfer recipient selects Accept or Send to Voicemail. {% endhint %} # External Search External search can query your custom search API and the response from the API can return contact information that will be shown in the search panel. A simple execution of this can be created by using Microsoft Flow. External Search will send a HTTP POST to the specified URL. A JSON object with specific properties is sent in the body. The response body JSON array object(s) are expected to have specific property names. #### Example HTTP POST Body: Only populated properties will be sent in the body. ``` { "searchTerm": "John Doe", "departments": [ "Sales" ], "officeLocations": [ "New York" ], "countries": [ "USA" ], "jobTitles": [ "Sales Manager" ], "postalCodes": [ "10002" ], "givenName": [ "John" ], "surname": [ "Doe" ], "displayNames": [ "John Doe" ], "mail": [ "jdoe@contoso.com" ], "userPrincipalName": [ "jdoe@contoso.com" ], "maxContactSearchResults": "20" } ``` #### Example HTTP Response Body: All properties are optional and the values can be null. Properties are case sensitive. Properties that are not expected will be ignored. ``` [ { "azureAdId": null, "givenName": "John", "surname": "doe", "displayName": "John doe", "userPricipalName": "jdoe@contoso.com", "companyName": "Contoso", "jobTitle": "Sales Manager", "department": "Sales", "officeLocation": "New York", "emailAddress": "jdoe@contoso.com", "businessPhone": "810-653-3163", "mobilePhone": "810-653-3163", "preferredLanguage": null, "notes": null, "country": "USA" } ] ``` # Integration Permissions {% embed url="" %} URL to grant required permissions {% endembed %} ## Landis Attendant Console ### Delegated: #### offline\_access: Maintain access to data you have given it access to Get information about the logged in user. #### Contacts.Read.Shared: Read user and shared contacts Get shared Exchange contacts. #### User.Read: Sign in and read user profile Get Azure AD User info, such as name, email, phone, department, photo, manager, direct reports. #### User.Read.All: Read all users' full profiles Get Azure AD User info such as name, email, phone, department, photo, manager, direct reports. #### Calendars.Read: Read user calendars Get schedule (calendar) for Azure AD users. #### Contacts.Read: Read user contacts Get Exchange contacts. #### openId: View user's email address Required for sign in #### email: View User's email address Required for sign in #### profile: View user's basic profile Required for sign in #### GroupMember.Read.All: Read group memberships Get members in a Teams team for contact groups. #### Presence.Read.All: Read presence information of all users in your organization Get presence for Azure AD users. #### ChatMessage.Send: Send user chat messages Send a chat or chat callback remind to another user. #### Chat.Create: Create chats Create a chat in order to send a chat or chat callback remind to another user. #### User.ReadBasic.All: Read all users' basic profiles Get Azure AD User info, such as name, email, phone, department, photo, manager, direct reports. #### Presence.ReadWrite: Read and write your presence information Get and change user defined Teams presence. #### People.Read: Retrieve people who are most relevant to a user First run populate favorites contact group #### Mail.ReadBasic: Read user basic mail (Optional) {% embed url="" %} URL to grant optional Mail.ReadBasic permission {% endembed %} Get the count of unread voicemails. #### Mail.ReadWrite: Read and write access to your mail (Optional) {% embed url="" %} URL to grant optional Mail.ReadWrite permision {% endembed %} Get voicemail details and mark voicemails as read. #### OrgContacts.Read.All: Read organizational contacts (Optional) {% embed url="" %} URL to grant optional OrgContacts.Read.All permission {% endembed %} Search global Exchange contacts and/or display global Exchange Contact groups. #### CallDelegation.ReadWrite: Read and write delegation settings (Optional) {% embed url="" %} Url to grant optional CallDelegation.ReadWrite permission {% endembed %} Change call delegate setting. #### user\_impersonation: Access Cognitive Services API as organization users (Optional) {% embed url="" %} Url to grant optional Cognitive Services permission {% endembed %} Connect to your own Azure AI model. ## Landis Attendant Console - API ### Delegated: #### Teams.ManageCalls: Manage calls in Teams Ability to answer/transfer calls etc. #### Teams.ManageChats: Create, read, update, and delete one to one or group chat threads Manage chat threads for some call scenarios. #### User.Read: Sign in and read user profile Get Azure AD User info, such as name, email, phone, department, photo, manager, direct reports. ## Landis Attendant Console - Teams Info (Optional) ### Delegated: #### user\_impersonation: Access Microsoft Teams and Skype for Business data as the signed in user {% embed url="" %} {% embed url="" %} Opt in/out of Teams Call Queues. # Known Limitations * Call control functionality using buttons on USB audio devices is compatible exclusively with Jabra Teams Certified headsets (1) * Audio on other Teams certified headsets will work, but the answer/hangup and mute/unmute buttons will not function. * Call Park (2) (Workaround: Use chat consult) * (Coming Soon) Teams Contact Groups/Teams People app Categories do not show in Attendant Console (3) 1 - Requires headset vendor APIs which only Jabra currently provides. \ 2 - Adding this functionality requires a Microsoft API that is not yet available. \ 3 - Microsoft API now available and feature is now possible.
# Network Recommendations #### Access to the following FQDNs are required: * TCP: 443 ac.landis.cloud * TCP: 443 cc.landis.cloud * TCP: 443 landisattendantconsole.service.signalr.net * TCP: 443 \*.microsoftonline.com * ACS [Network Recommendations](https://docs.microsoft.com/en-us/azure/communication-services/concepts/voice-video-calling/network-requirements) # Restricting Application Access By default, all users have access to Landis Attendant console, but this can be restricted in the Azure enterprise application registration 1. Browse to [https://portal.azure.com](https://portal.azure.com/) 2. Search for Enterprise applications 3. Search for "Landis Attendant Console" 4. Select “Landis Attendant Console” from the list. 5. Select properties on the left side 6. Enable “Assignment Required” 7. Save 8. Select “Users and Groups” on the left side 9. Add the users that should have access to Landis Attendant console. # Supported Audio Devices Landis Attendant Console supports any headsets that are certified for Microsoft Teams. Handsets are not supported at this time. {% hint style="info" %} There are known limitations with audio devices. See [Known Limitations](/appendix/known-limitations) {% endhint %} # Supported Browsers The three most recent versions of the browsers listed below are supported. * Edge for Windows & Mac * Chrome for Windows & Mac Mobile operating systems including IOS and Android are not supported. # USB Audio Device Call Control Buttons (Preview) USB audio device call control buttons allows the attendant console user to answer, disconnect, mute/unmute, and change volume by using the buttons on the audio device. The button locations may vary by model. Please refer to manufacturer documentation. Requirements: * Jabra USB Audio Device (No other brands are supported at this time) ### Enable Device Call Control Buttons: {% hint style="info" %} The device buttons cannot be simultaneously enabled for both the Teams desktop client and Attendant Console because the applications will conflict. {% endhint %} #### Disable Device Buttons in Teams Desktop Client 1. In the Teams desktop client, open settings | Devices | Disable Sync device buttons #### Enable Device Buttons in Attendant Console 1\. Select the Devices Tab 2. Web browser only: Select Find and pair headsets | Select the headset on the browser notification | Connect 3\. Select the Jabra device under Utilize headset buttons 4\. Restart or refresh Attendant Console # Feature States Features can be in of the several states of release as noted below.
StateDescriptionUser Type
Generally Available or GAThis is the status of all features unless otherwise noted. The feature is ready for everyone to use and fully supported under normal SLA's.Everyone
PreviewThis type of feature has supporting underlying API's, but is a new feature which is best for early adopters and those who need the feature. Support may take longer. This feature will become GA after a period of time.Early Adopter
ExperimentalA work around was used to bring an feature our customers want and there may be no current Microsoft supported method to achieve this feature. Experimental features may change, break, or disappear at any time. Landis Technologies and Microsoft cannot guarantee support for experimental features. Our technical support teams may not be able to help you with issues that may appear.Bleeding Edge User
Private PreviewA limited-access program where a select group of users are invited to test and provide feedback on a new feature. These features are not recommended to be used in production. Please reach out to your account executive for more information.Bleeding Edge User
# Release Notes This page is a technical description of new features in Landis Attendant Console for Microsoft Teams.
You can connect with us right now by clicking [Talk to Sales](https://landistechnologies.com/contact-sales-ac/). ### August 11, 2026 #### Features & Enhancements * Roaming Call History * Additional Smart panel * Call Details - Displays when hovering over or selecting far right grey bar on the call controls of both active calls and calls on hold. This also acts as a call selector when call details panel is in the current layout. * Display meeting location in contact details schedule view * Keyboard shortcut for starting or stopping video * UI Improvements * Sync List/Detail splitter position * New Light Theme * Center screen notification #### Fixes * Fix to keep callpop visible until wrapup is complete * Fix to prevent wrapup scrollbar from resetting * Fix issue on contact card hover * Reset selected delegate when switching Landis Contact Center orgs * Fix scroll bar in footer layout menu * Fix call slowness caused by video #### Desktop application Features & Enhancements * Setting to automatically start desktop app on login. * Fix PowerApps sign-in issue ### April 29, 2026 #### Features & Enhancements * Noise Suppression (Browser only) * Teams Queue opt in/out from Teams Call Queues panel * Additional Smart panels: Panels that appear as needed when omitted from the current layout * Voicemail - Voicemail button will display a flyout on the right * Contact Center Wrap-Up Questions - Automatically displayed as a flyout on the right * Enhanced [Landis Contact Center Integration](/settings/connectors#landis-contact-center-preview): * Contact Center Outbound Queue Calling * Queue stats on Queues panel * Ability to join or transfer a call from another device to Attendant Console * Video Calling * Add time zone information for Entra users in contact card * Entra reverse number lookup for searches * Mic level indicator on footer and Settings | Devices * Contact card popup when selecting or hovering over most avatars * UI Improvements * Improvements to Contact search results loading animation * In Settings Grids, an icon is displayed in a column if the setting is admin-enforced. * If there are no admin enforced items, this column will not be displayed. * Improvements to inline dropdown behavior, specifically when on a smaller screen. * UI formatting on call transfer icons is improved * Footer visual improvements * Change to icons instead of text. * Items have a fixed length and truncate if longer. A tooltip is displayed when hovering. #### Fixes * When navigating to real time speech to text setting, the previous selection will no longer be reverted * AI transfer advisor no longer returns irrelevant and random search results. * Transfer advisor now works with or without AI Prompts. * Add a few missing translations ### January 27, 2026 #### Features & Enhancements * Enhanced [Landis Contact Center Integration](/settings/connectors#landis-contact-center-preview): * Add Agent Status, Time in Agent Status, and Signed-In Queue Count to footer * Smart panels: Panels that appear as needed when omitted from the current layout. * Queues Panel (opens when clicking on queue properties in footer) * Search Results (opens when clicking in Search box) * People Search: Add filters to specify what types of contacts are returned * Quick Access Shortcuts: Change layout buttons now appear on footer * Add Selected Layout to footer menu * You can choose an icon to display in the footer when creating a quick access shortcut for a layout. * Ability to connect to your own Azure AI model * Moved the following settings to the AI Settings Tab: * Enable Real Time Speech to Text * Save Transcription to Local History * Enable AI Transfer Advisor (private preview) * UI Improvements * Update all dropdowns to more closely match Teams * Show icons and description if panels are blank * Queues panel * Move Sign-in toggles to left * Improve appearance when panel is narrow #### Fixes * Add missing settings to settings import/export * Contact Details: Hide tabs that don't apply to specific contact types * Fix error that occurred when changing transcription language during a call * Fix quick access shortcut for changing agent status * Fix flicker that appeared when searching for contacts #### Desktop application Features & Enhancements * Allow application sign in for environments that use deep packet inspection ### November 18, 2025 #### Features & Enhancements * Show Teams People app categories as contact groups. See [Teams Contact Categories](/daily-usage/contact-groups#teams-contact-categories) * Closed Captions supports multiple languages. See [Call Details](/daily-usage/call-details#closed-captions-preview) * New panel: Microsoft 365 Group Voicemail (Requires additional app permission) See [Voicemail](/daily-usage/voicemail#microsoft-365-group-voicemail) * New quick access shortcut: Change layout. See [Quick Access Shortcuts](/settings/quick-access-shortcuts#set-layout-shortcut) * People search source. See [Search](/settings/search#people-search) * Calendar button on contact layout. This button will open the calendar/schedule tab on contact details panel. See [Contacts](/settings/contacts-settings#customized-contact-layout-buttons) #### Fixes * Settings UI improvements * Transfer to Voicemail: Automatically switch to blind transfer when transferring to voicemail. * Add missing language translations * Fix issue with duplicate text when using the transcription copy button. * Fix accessibility problems for the contact list item * Fix issue where no text was displayed on contacts if the contact layout text was blank. #### Desktop application Features & Enhancements * The start chat button will now work correctly in the desktop app when set as the default Windows application to handle SIP links. ### September 16 2025 #### Features & Enhancements * [AI Prompts](/settings/ai-prompts): A star (\*) indicates transcript from attendant console user. * Ability to initiate outbound calls on behalf of a Teams queue.(Preview) [Requires custom setting](/appendix/call-as-teams-queue-setup). * New toast notification shown on bottom center to indicate an action (e.g. Quick Access Shortcut presence change) has occurred * [Voicemail panel](/daily-usage/voicemail): Users can now return calls using the 'call' indicator on each voicemail item. * Accessibility improvements: Better tab navigation * [Call History Panel](/daily-usage/call-history): Each record now displays the time of the call. * [Summarize transferred calls](/settings/transfer#call-transfer-summary): AI call Summary sent in chat to transfer recipient on Call Transfer. * AI suggested transfer assistant (Private preview) * [Contact notes search](/settings/contacts-settings#show-notes-search-results-tab) * Feature highlights menu * [Landis Contact Center Integration](/settings/connectors#landis-contact-center-preview) * New Quick Access Shortcuts * Change a Landis Contact Center Agent Status. * Sign in or out of *a specific* Landis Contact Center queue. * Sign in or out of *all* Landis Contact Center queues. * Keyboard shortcut: Enable or disable Landis Contact Center call recording. * Landis Contact Center call recording status can be shown on footer. #### Fixes * Fix issue in Advanced Settings, if End of Call Webhook is not enabled, the related settings are disabled. * Translate drop down options on the quick access shortcut for setting a call delegator. * Misc UI improvements * Fix chat consult transfer to voicemail option. * Fix adaptive cards on AI Prompts randomly not saving. * Fix issue when making an outbound call to a Native Teams Queue, the search switched to the agent. * Fix issue where in some cases the AI prompt results were not included in end of call webhook. * Fix issue where intermittently notes for external contacts were not displayed in contact list * Improve caller ID for Teams auto attendant transfer to queue, transfer to agent scenario. #### Desktop application Features & Enhancements * Call Toast now displays a visual loading indicator when a hotkey is used to Answer or Reject an incoming call. ### July 16 2025 #### Features & Enhancements * Improve [layout](/settings/layout) and support multiple custom layouts * [End of call Webhook](/settings/advanced#end-of-call-webhook) * [Call Pop](/settings/caller-info#adaptive-card): Ability to use an adaptive card * [Contact Center Integration](/settings/connectors#landis-contact-center-preview) ([Preview](/appendix/feature-states)) * Recording status and control * Add [button visibility](/settings/transfer#call-button-visibility) setting for transfer to current call * Change Teams status message [quick access shortcut](/settings/quick-access-shortcuts#set-user-status-message-shortcut) button * [Call History](/daily-usage/call-history) Panel: Add call button #### Fixes * Fix missing translations * Miscellaneous UI fixes * Filters now work with new people search ([Private Preview](/appendix/feature-states)) * Remove the ability to delete list setting even if it was admin enforced #### Desktop application Features & Enhancements * Fix authentication issue when in some scenarios multiple browser tabs were opened * Use static port when possible, during authentication process * Improved call toast UI. ### May 20, 2025 **Breaking Change:** Landis Contact Center integration (Preview)**:** The Landis Contact Center integration (Preview) will be updated to use single sign on for an improved sign in experience. Because of this change, the integration will be disabled by default for all users. To re-enable, select Settings | Connectors | Enable Landis Contact Center Integration | select Landis Contact Center organization (if applicable). #### Features & Enhancements * [Contact Center Integration](/settings/connectors#landis-contact-center-preview) (Preview) * Call Pop * Wrap-up Questions Panel * Better sign in experience. * New checkbox in settings > connectors * [Delegate Scenarios](/daily-usage/call-as-delegate-or-queue) * New optional permission: `CallDelegation.ReadWrite` * "Call as" dropdown shows under user profile menu * "Call as" Quick Access Shortcut * Now displaying 5 business days for calendar on [contact card](/daily-usage/contact-card#calendar) panel * [Settings Policy](/administration/settings-policies/configuring-settings-policies#create-a-policy): "list type" settings can be admin enforced per item instead of the entire list * Add Adaptive Card support to [AI Prompts](/settings/ai-prompts#adaptive-card) (Preview) * Official support for [transfer to Voicemail](/daily-usage/call-handling#transfer-to-voicemail) * Quick access shortcuts: [Call user shortcut](/settings/quick-access-shortcuts#call-user-shortcut) transfer to voicemail option * [Enhanced footer](/daily-usage/footer-information) * Options to display transfer mode, transfer type, audio devices, Teams presence, Teams status message, unread voicemail count, and selected delegator. * People Search (Private Preview): New search source using Graph "/search" API. #### Fixes * When Add Participant action is initiated on a holding call, the call will now resume and add participant * Fix Call history displaying conference calls incorrectly * Fix issue where failed calls generate blank call history * Fix favorites groups no longer created for new users * Fix app Presence in not working on first load of AC * Fix issue when deleting AI Prompts in settings policy * Fix ability to create contact groups even when admin enforced * UI Improvements * Fix icon/label spacing for notes field * Improve panel margin consistency for call history and voicemail * Hover effect on language dropdown * Quick Access Shortcut panel can now scroll * Landis Call Queues panel can now scroll #### Desktop application Features & Enhancements * Update electron version, which uses newer version of chromium ### March 4, 2025 #### Features & Enhancements * Local Call History (Preview) * AI Features * New Triggers * End of call: trigger AI request at the end of the call * Keyboard shortcut: trigger AI request whenever a keyboard shortcut is pressed. * Save an AI response to local call history * Prevent deletion of AI prompts that are in use by callback, etc. * Consult Transfer: Improve UX by adding a "Complete Transfer" button to the current call. This button can be used to complete the consult transfer. * Landis Contact Center Integration: * Settings on the Queues panel now update automatically update. The refresh button has been removed. * Added agent status timer * Delete confirmation added to settings policies #### Fixes * Fix issue where another PSTN participant could not be added to an existing PSTN call. * Audible alerts now plays over selected device instead of Windows default. * Fix issue were in some cases editing the chat callback reminder was disabled. * Fix issue where in some cases caller name would change to callee name. * Notes for Exchange and External contacts are able to be shown on the contact card. * This only applies to external notes (saved in Exchange or external provider) * Misc UI Improvements #### Desktop application Features & Enhancements * Fix issue where in some cases the click to dial (tel:) link was not properly decoded. ### January 7, 2025 #### Features & Enhancements * Landis Attendant Console Bot application added to Teams app store. * Hold Time Alerts * Configurable warning and critical time. * Audible alert when critical time is reached. * Failed Transfer Alerts * Configurable warning and critical times. * Audible alert when critical time is reached. Visual alerts must be enabled to play the audio alert. * AI Prompts * Users can create AI Prompts in settings. * During an active call users can select a prompt, and the response will be displayed on the call details panel. * Prompts can also be used as part of chat callback reminder, email callback reminder, and chat consult transfer. * Auto save changes to queues/user status on (Landis Contact Center) queues panel. * Added Help, What's new, and Feedback options on the title bar context menu. * CNAM info now appears for PSTN calls routed through Landis Contact Center queues. #### Fixes * When using keyboard shortcuts to decline, hold, or resume a call, progress indicators will appear to signify action. * If a blank normalization rule is created in settings policies, it will be filtered out on save. * When user submits or deletes a status message, the UI should now update immediately. * Fix status message and out of office message not updating on the contacts in list. * Ability to add users to contact groups from the contact's context menu when using the keyboard. * Fix transfer to current call showing disabled in some scenarios. * Vertically center the 'more actions' button on handled calls. * In some cases, settings tabs that did not apply to settings policies, appeared when creating a settings policy. * Adjusted vertical and horizontal spacing on queue toggles, as well as horizontal spacing on dropdown. * If a contact group has a filter on it, such as department etc., the option to remove contacts from that group is removed. * Fix issue where Queues panel does not load correctly. #### Desktop application Features & Enhancements * Handle tel: and sip: links from desktop app. * Save the window position and location when closing the application. These settings will be retained when relaunching the application. * Fix issue with files created in temp directory. ### October 14, 2024 #### Features & Enhancements * Ability to set my Teams status message * Transfer holding call to current call * Contact Groups * Create new contact group from "Add to Contact Group" menu on a contact * From the "Add to Contact Group" menu on a contact, allow Exchange contacts to be added to Exchange contact groups * From the "Add to Contact Group" menu on a contact, allow Global Exchange contacts to be added to Global Exchange contact groups * Improve Notes: * Shared notes * Enable notes to be used in the contact layout * Landis Contact Center Integration: * "Connectors" tab in settings to authenticate * Queue panel * Queue Signin/SignOut and Agent Status * Call Details panel * Caller notes * Closed Captions (Preview) * Settings policies: * Show Entra Id user's names in assignments table * Allow search for user by display name * Setting to allow search to be cleared after call transfer * Accessibility: screen reader will now read all three lines of contact layout. #### Fixes * Add name of user who started the recording to recording announcement * Improve enabled/disabled states on contact list item, context menu and buttons * Remove experimental feature "enable experimental music on hold" setting. * Fix Issue with layout page scrolling causing hidden items * After deleting a Contact group, the contacts were not removed until the page is refreshed * After switching the language, the selected language checkbox does not switch until the page is refreshed * Notes for PSTN contacts not saving * When attempting to initiate multiple calls during a transfer, multiple calls could be connected. * Chat Consult Transfer failed depending on contact endpoint order setting * In some cases, removing contact from contact group did not function as expected * Remove the ability to save a blank normalization rule * Mobile number in context menu of contact card will not display in certain languages * In some cases work number does not appear in contact context menu. * When navigating into settings menu, some of the settings tabs would disappear. * Fix scrolling issue on contact details panel when contact has status message or OoO message. * Fix progress indicators not working on hold, resume, reject, or hangup buttons. #### Desktop application Features & Enhancements * Fix issue that was in some cases preventing the desktop app from signing in. ### May 16, 2024 #### Features & Enhancements * [New language support](/settings/general#general) * Czech * Danish * Dutch * English * French * German * Hungarian * Icelandic * Italian * Norwegian * Polish * Portuguese * Romanian * Slovenian * Spanish * Swedish * Music on hold is now GA ([Experimental feature music](/settings/advanced#enable-experimental-features) on hold should be disabled to utilize the production iteration.) * Ability to silence[ call waiting tone](/settings/devices#audio-devices). * Caller information now shown from calls transferred from a Teams Auto Attendant. #### Fixes * fix some missing translations. * Fix custom layout text box not showing depending on selection. * Fix settings policy user assignments still showing after deleting a settings policy. * Fix music on hold continuing to play with add participant if participant rejects invitation and experimental feature music on hold is enabled. * Fix scenario where consult transfer ends up with two connected calls, if retrieve call while it is transferring. * Update consult transfer logic in specific scenario: * Answer first call and put in consult transfer mode. Answer second call and put in consult transfer mode. The first call is now removed from consult transfer mode automatically. Previously, the consult transfer would be performed on the two inbound calls. * Disable transfer mode buttons that aren't supported when connected to a conference call. * Fix scenario where headset buttons do not work as expected. * Fix scenario where selecting a contact button on a contact did not initiate a call depending on endpoint order settings. * fix issue where presence was sometimes changing to available when call is put on hold. * fix issue where displayed theme name does not change when language changes. #### Desktop application Features & Enhancements * Ability to [bring desktop app to focus](/settings/general#notification-settings) when there is an incoming call. [Download](https://landisattendantconsole.blob.core.windows.net/releases/landisattendantconsole-1.0.146.msi) ### March 22, 2024 #### Fixes * Fix contact groups randomly not appearing when starting application. ### March 21, 2024 #### Fixes * Fix chat consult transfer adaptive cards not displaying on Teams mobile. ### February 20, 2024 #### Fixes * Fix consult transfer failure when compliance recording is enabled. ### January 17, 2024 #### Features & Enhancements * Global Exchange Contacts. (Also known as mail contacts or active directory contacts) Requires optional permission. * Search Global Exchange Contacts. * Add Global Exchange Contacts to groups. * Transfer failure visual alert * Layout is synced across devices and browsers. * Accessibility improvements. * Option to open call pop in browser tab. * Add queue name as an option in call pop URL. * Add call ID as an option in call pop URL. * Add notification banner if call is being recorded by a user. * Allow Focus on Search Bar shortcut key to be customizable. * Add Dutch language. * Add Italian language. * Improved styling on transfer mode icon on holding calls. * Improve language translations. #### Fixes * Freezing issue when loading profile photos in some scenarios. * Fix issue where in some scenarios pressing enter key twice after entering a search query would not select the first search result. * Fix issue where in some scenarios a holding call in consult transfer mode could not be retrieved. #### Desktop application Features & Enhancements * Full notification suppression support for New Teams client. Custom setting no longer required. ### December 26, 2023 #### Fixes * Add support for / hotkey on non-English keyboards. ### September 11, 2023 #### Features & Enhancements * Chat Consult Transfer Improvements Enable Chat Consult Transfer. See[ Enable Chat Consult Transfer](/appendix/enable-chat-consult-transfer) * Reverse Number Lookup for AAD users * Static Webpage Panel. See [External Site panel](/settings/advanced#external-site-url) * Personal Contact Notes. See [Contact Card](/daily-usage/contact-card) * View and edit for AAD contacts and PSTN search contacts #### Fixes * Fix silence incoming ring setting also suppressing outbound ring sound * Fix unexpected behavior when removing from contact groups * Improve logging * Safe transfer to PSTN will fall back to blind transfer instead of failing. #### Desktop Application Fixes * Fix zooming error * Fix PowerApps authentication issue in call pop. [Download](/download) ### June 16, 2023 #### Features & Enhancements * [Music on hold](/settings/advanced#enable-experimental-features) (Experimental Feature) #### Fixes * Call Contact quick access shortcut button will now initiate a call to a UPN that contains numbers. * Execute HTTP Request quick access shortcut headers can be added and removed. * Remove the word "at" in the placeholder {callernumber} in callback message. * Transfer to direct to voicemail will no longer post an error message if chat consult transfer bot has been deployed. * Searches and contact groups with ' character will now display results correctly. * Call back reminder will now encode the "+" character in the callback deep link. ### May 25, 2023 #### Features & Enhancements * Chat consult transfer "sent to voicemail" option * Filter by company name in search sources and contact groups * Filter out disabled accounts in Active Directory search. Enabled by default. * Cursor moves to search field after selecting a transfer mode. * User status message appears in contact details panel and contact card * Specify max contact search results in contact group * Settings policies #### Fixes * Call back messages are now imported correctly when using the import settings from a file option * Add logging to desktop toast notification ### May 11, 2023 #### Fixes * Contact group does not load when user or user(s) have been removed from cache. ### March 17, 2023 #### Fixes * Fix: Calls not appearing in the handled calls panel ### February 15, 2023 #### Desktop Application Features & Enhancements * The sign in button will now open a browser where the user will be prompted to complete the sign in process for the desktop application #### Desktop Application Fixes * Improve Teams notification suppression * Improve call details on desktop notification [Download](/download) ### February 10, 2023 #### Features & Enhancements * Show phone icon when contact is a PSTN contact type. #### Fixes * Fix: VM panel now shows profile photo and presence for AD users * Fix: VM icon displays correctly in light and dark mode * Fix: Call pop info for PSTN calls ### December 22, 2022 #### Features & Enhancements * Additional caller information shown for the following scenarios: * Transferred by * Forwarded by * Call for * On behalf of * Call from a group * Call from a meeting * Experimental Feature * Transfer to Voicemail. See [Experimental Features](/settings/advanced#enable-experimental-features) #### Fixes * Misc call pop fixes * When user is in DND, calls are now suppressed * Misc caller information fixes ### October 14, 2022 #### Features & Enhancements * True Consult Transfer * Show caller info for incoming queue calls (conference mode only) * Show trial/license info in About page #### Fixes * Microsoft bug where selected audio device was not being used * Improvements to normalization rules * No longer add default normalization rules for new tenants * Show PSTN contact for 911 number * Allow PSTN numbers on contacts to be normalized * Show PSTN contact results on all search tabs * Caching improvements ### August 29, 2022 {% hint style="info" %} The underlying Microsoft API's are now GA. Because of this Landis Attendant Console is now fully GA. {% endhint %} {% hint style="info" %} Important Note: As previously communicated on Auguest 8, 2022, the previously optional permissions Teams.ManageChats are now required. If these permissions have not been granted, the user will be prompted to grant the permission when logging into Attendant Console. If the user does not have rights to grant the permissions, an admin can browse to and select the "Admin Consent" link on the bottom of the page and consent to the permissions. {% endhint %} #### Features & Enhancements * Support for ordering contact groups, search tabs, QAS shortcuts & number normalization rules. * Show contact photo on incoming call, current call, call on hold (inbound calls atm) * Contact groups ability to remove contacts from saved groups or UPN groups * Contact details area improvements, (improve layout spacing & flow/vertical/horizontal) clickable links, copy button, larger photo, etc. * UI: Improve experience for inserting parameters in call pop, custom messages, etc. * UI: Smart separators for parameters * Add a "Download Desktop App" to the header settings menu * App will redirect for Auth if Teams.ManageChats is not consented to #### Fixes * If a number normalization rule has a blank expression its now disregarded * Fix inability to type forward slash into settings window input box * Shares same manager now does not show self * Call hold time incorrect when disconnecting call with multiple calls on hold * Presence momentarily jumps between Busy and OutOfOffice in Contact Details when a user has an OutOfOffice Message set * Internal localization improvements for date times in schedule area for example * MenuButton on Contact Settings / TextInput doesn't always put the dropdown list at the right place, making some items unavailable * Some button do not default to an auto/content width and it should for localization purposes * Improve keyboard shortcut on desktop app call notification #### Desktop Application * Improve desktop app memory usage * Better facilitate Teams call toast suppression * Toast alert window now zooms with rest of app ### August 8, 2022 {% hint style="info" %} Important Note: We will be alerting users that on August 22, 2022 the Teams.ManageChats permission will become mandatory and Attendant Console will not work without consent to that permission. To avoid users getting this notification, admins can proactively grant this permission. Permissions can be granted by a Microsoft 365 Global Admin in the Attendant Console app, Settings | Permissions or by using the link below: {% endhint %} #### Fixes * Sometimes shows "already answering a call" notification when it shouldn't * New Teams.ManageChats permission to manage chats in Microsoft Teams: Used for managing chat threads required for some call scenarios ### June 24,2022 #### Desktop Application Features & Enhancements * Show desktop app version in About and suggest update if needed. #### Desktop Application Fixes * Fixed when closing the app from the task bar, an unexpected error occurred * Fixed teams suppression enabled when user was not signed into application * Fixed Teams toast suppression not working in some scenarios. [Download](/download) ### June 23, 2022 #### Features & Enhancements * Adds Shares Same Manager to the Organization panel in Contact Details #### Fixes * Fixed outbound PSTN call failure in environments with direct routing and media bypass * Fixed failure when adding PSTN participant to a Teams P2P call ### May 27, 2022 #### Features & Enhancements * Chat Consult Transfer BOT (Preview) * Transfer type that sends an adaptive card to a Teams user with an choice to Accept or Reject the call. if Accepted the call will automatically transfer to the user with no receptionist action required. * Note: Requires Teams App that may be delivered after release date. * Settings screen - various improvements * Better support for different monitor sizes * Better list editing for Search Sources, Contact Groups, Quick Access Shortcuts & Number Normalizations Rules * Some new icons, better organized screens & dropdowns * Visual Voicemail panel enhancements * PC App (Preview) [Download](/download) * Call toast outside PC app * Global shortcut keys * Suppress Microsoft Teams incoming call toast * Resize user interface with zoom in & out controls * Call Back Reminder definable templates for Chat & Email reminder messages sent * Allows for customizing messages including language specific messages * Various general UI improvements * Smoother active call panel * Work contact method uses Teams icon * Show user photo on active calls panel * Finesse item selection colors * Quick Access Shortcut to change user presence * Additional client activity will be in the troubleshooting log file * Additional service resilience resources ### April 6, 2022 {% hint style="info" %} Important Note: As previously communicated on March 3, 2022, the previously optional permissions Presence.ReadWrite and People.Read are now required. If these permissions have not been granted, the user will be prompted to grant the permission when logging into Attendant Console. If the user does not have rights to grant the permissions, an admin can browse to and select the "Admin Consent" link on the bottom of the page and consent to the permissions. {% endhint %} #### Features & Enhancements * People.Read & Presence.ReadWrite permissions are now mandatory to use Attendant Console * Visual Voicemail panel to show a list of voicemails * If voicemail is from an AD user, the profile photo, presence & information will display * Can see transcription and play audio * Clicking on a voicemail will mark it as read * Contact Groups now have a splitter/resizer between groups and contacts #### Fixes * Presence.ReadWrite and People.Read are now required scopes * Improve settings window width to accommodate smaller screens * fixed some translations ### March 3, 2022 {% hint style="info" %} Important Note: We will be alerting users that on April 6, 2022 the People.Read permission will become mandatory and Attendant Console will not work without consent to that permission. To avoid users getting this notification, admins can proactively grant this permission. Permissions can be granted in the Attendant Console app, Settings | Permissions. {% endhint %} #### Features & Enhancements * Themes now using [Very Peri](https://blogs.windows.com/windowsexperience/2021/12/09/pantone-color-of-the-year-for-2022-comes-to-windows-11-wallpaper/) to match Microsoft Teams * Contact presence now has an icon for at-a-glance indication of "In a Call" (versus "Busy") * User presence allows custom duration when setting presence * New "person" component brings improved contact presentation * all presence indicators more closely follow dark & standard themes * avatar quality * and more * Improved client side logging & export (Settings | Advanced | Logging level ) * UI to make it easier to add lists of departments, job titles, office locations & countries to search filter area (Settings | Search | Configure filters items lists ) * Escape key clear search input * The app visually indicates when it can't run on unsupported browsers * For new users, a contact group is created named Favorites that is prepopulated with some people relevant to that user. This makes the first run experience better by making it easy for contacts to be added to a group. * Searches, "Contact Groups" & "Contacts" sorted by display name * Ring back sound modified to have a softer sound * Use phone icon for PSTN avatar * Improve avatar in the current calls area * Now saving layout panel sizes (panel splitter positions) locally and exporting them with settings export. * Note: These positions are not synced to the backend. * If "Presence.ReadWrite" is consented to, the app presence ("InACall", "InAConferenceCall", etc.) will be sent directly from the client to Microsoft Graph instead of traversing our backend. * Various UI theme improvements * Switching between multiple tabs will now keep "contact group" & "contact" selected. * Changes made in Search Filter will now be reverted if window is close without applying #### Fixes * Fixes bug that caused an existing call in consult transfer mode to be joined to another incoming call when answered. * Fixes bug where ringer didn't work if Calls panel was not selected (in a panel with multiple tabs) * Fixes bug where schedule in "Contact Details" did not show in some cases. * Fixes bug where new external contact search source does not appear until UI is refreshed. * Fixes bug where incorrect audio device was showing in footer * Fixes issue where adding a contact to a contact group using the context menu was not saved to the server * Fixes issue where an incoming call window could get stuck. * Fixes issue where the keyboard shortcut for "Decline Incoming Call" did not work. ### January 28, 2022 #### Fixes * When a user imports settings, they will be available where ever this user runs Attendant Console * Improve logic to determine if user is a resource account (aka Auto Attendant, Queue or other voice application) ### January 21, 2022 #### Features * Allow user to change their presence * This is being released as an optional feature so that the permission consent does not disrupt existing users * Sync users' settings: User's settings will get saved to the backend and retrieved by other instances of the app. * Initially this feature will work only with user's added after this update. * Change "Mail.ReadBasic" to an optional permission. * Dark Mode finalized. * Add loading indicators to search, contact group & schedule areas. #### Fixes * Fix issue where dropdowns did not highlight selected item. * Fix issue where same caller id showed on 2 different calls * Fix several settings import/export issues ### December 10, 2021 {% hint style="info" %} The Attendant Console is currently available for purchase and use in production with understanding that the underlying Microsoft APIs are PREVIEW at this time and that the customer should have an alternative solution to fall back to if the Microsoft API access is interrupted during the Microsoft PREVIEW period. The current Attendant Console code will become GA dependent on underlying Microsoft API GA. {% endhint %} #### Features * Call Answer/Hang Up * Call Hold/Off Hold * Dialing Phone Numbers & Teams users * DTMF * Blind Transfer * Safe Transfer * Consult Transfer (Basic) * Invite Participant * Contact Details * Calendar * Organization * Details * Email Call Back Reminder * Chat Call Back Reminder * Define Hotkeys * Resizable user interface * 1-Click Mobile, Work * Voicemail Indicator * Familiar Teams user interface * Web App * Just sign in with Microsoft Teams user * Contact Search * Azure Active Directory Search * Exchange Contact Search * External Http/REST Object Search * Definable Contact Groups * Static contact groups (select contacts in a group) * Dynamic AAD Groups (a group that is filter of AAD) * Teams Team contact group * Segmented/Filter AAD Search * Overall Layout configurator * Contact Layout configurator * QHD/2K/4K Monitor Support (UI resize, configure) * Echo/Test Call * Call Pop up * Multi-call pop up handling * Quick Access Shortcuts * Call Contact * Web page * Http Request * Audio device change * Mouse/Keyboard/Touch navigation * Music on hold via Gateway only * App presence * Dark mode * Language support * English * French * Spanish * German # Knowledge Base See [https://support.landis.cloud/support/solutions](https://support.landis.cloud/support/solutions/6000140203) # Service Health # Current Incidents ### View and subscribe to incidents here: \
# Incident Reports ### View and subscribe to incidents here: ## 3/17/2023 Title: Direct Routing Environments: Transferring calls or calls on hold may not appear in the handled calls panel. User Impact: Calls placed on hold or calls in a transferring state may not appear in the handled calls panel. This affects environment utilizing direct routing. Microsoft has made a change that has negatively affected the application. RCA: Azure Communication Services made a change that stopped sending an expected property to the application. An update was released that allowed the application to respond correctly to these changes. Start Time: 3/17/23 at 12:29PM EST End Time: 3/17/23 at 4:31PM EST ## 2/7/2023 Title: APAC Region Service Outage User Impact: Users may not be able to sign into Landis Attendant Console. Currently there is an APAC region Microsoft Teams/Azure Communication Services outage which is affecting Landis Attendant Console. Start Time: 2/7/23 at 4:50PM EST End Time: 2/7/23 at 11:00PM EST ## 12/9/2022 Title: Service Degradation User Impact: Some users are not able to sign into Landis Attendant Console. Authenticated users are not affected. RCA: A secret expired which prevented users from getting an authentication token. Start Time: 12/9/22 at 4:41PM EST End Time: 12/9/22 at 4:56PM EST ## 9/7/2022 Title: Service Outage User Impact: Users may not be able to sign into Landis Attendant Console. Azure Communication Services is experiencing some connectivity issues which is affecting Landis Attendant Console. Start Time: 9/7/22 at 1:20PM EST End Time: 9/7/22 at 3:55PM EST ## 8/12/2022 Title: Service Outage User Impact: Users not able to sign into Landis Attendant Console. Currently there is an Azure Communication Services outage which is affecting Landis Attendant Console. Update: 8/12/22 at 10:15PM Microsoft is rolling out a hotfix to resolve the issue. Some locations may see the issue resolved. Start Time: 8/12/22 at 2:30PM EST End Time: 8/12/22 at 11:30PM EST ## 1/22/2022 Title: Service Outage An Azure service anomaly was reported as affecting customers at 1/22/22 12:55pm EST. On deeper investigation we noticed abnormal Azure service performance.
1/22/2022 2:50pm EST The issue was resolved by migrating to a different Azure service plan.
RCA: We are working with Microsoft Azure to determine why the service level deteriorated. In addition, we will be adding additional health checks to our service. # Feature Highlights # Chat Callback Reminder Has a caller ever asked for a user to return their call when they are available? We've got just the thing for you! This feature will allow you to quickly send a prepopulated chat message to another user letting them know that a caller has requested a callback. This message will automatically include the caller name, number, and call date/time. What used to take minutes, now takes a few seconds!
A chat callback reminder can be sent by selecting the chat callback reminder button when there is a current call. This will open a chat with the prepopulated callback message. You can edit the message if necessary and then send the message. For more details see [Callback Reminders](/daily-usage/contacts#callback-reminders) *** # Call User Quick Access Shortcut Need a quick way to reach your favorite contacts? Create a speed dial list! It's perfect for those folks you call or transfer to the most.
1. Enable the Quick access shortcut panel: Settings | Layout | Select the Quick Access Shortcuts drop down menu | Select a location for the panel. It may appear as a tab if more than one panel is assigned to the same location. 2. Create Shortcuts: Settings | Quick Access Shortcuts | New | New call user shortcut 3. Add a Name, Description (Optional), and either a phone number or user principal name of an internal user. A phone number should be in this format: \[+] \[country code] \[number including area code]. Example: +15551234567 4. Repeat steps 2-4 for each speed dial contact. Now that you have your speed dial list created, select any of the contact buttons on the quick access shortcut panel to start a call or use them as a transfer destination! For more options see [Quick Access Shortcuts](/settings/quick-access-shortcuts) *** # Teams Queues Sign In/Out Hey there! The Landis Attendant Console makes it super simple for agents to sign in and out of Teams call queues.
Enable the Teams Call Queues panel: Settings | Layout | Select the Teams Call Queues drop down menu | Select a location for the panel. It may appear as a tab if more than one panel is assigned to the same location. When you open the Teams Call Queues panel, you'll see a button. Hit that button, and it'll pop open a browser window showing the Teams call queues, plus an option to sign in or out! *** # Dark Mode Hey, are you a fan of dark mode? We can totally enable that in Landis Attendant Console!
Just go to Settings | General | Theme | Select Dark | Select Apply and Reload. And just like that, you're in dark mode! Enjoy! *** # Hold Alerts Looking for an easy way to spot those calls that have been on hold forever? We've got you covered with a visual alert!
Open settings | Transfer | Enable Hold Time Alerts If the hold time matches the warning set time, you'll see a red progress bar pop up on the held call. Once it hits the critical time, you'll notice a flashing red triangle too. If the audible alert is turned on, you'll hear a beep when it reaches the critical time. *** # What's New in Attendant Console A description of new user features in Landis Attendant Console for Microsoft Teams. For the complete list of updates, see [Release Notes](/appendix/release-notes) \ You can connect with us right now by clicking [Talk to Sales](https://landistechnologies.com/contact-sales-ac/). Sign up for Attendant Console update emails here: *** ## August 11, 2026 ### Details coming soon! If you would like to read the full list of improvements and updates, read the [release notes](/appendix/release-notes#coming-soon-august-2026) here. ## April 29, 2026 ### New Features & Improvements #### Calls Sound Cleaner
Noise suppression is now available in Attendant Console (browser version). Turn it on under Settings > Devices and background noise is filtered out for the duration of your calls. #### Relevant Information Shows up When Necessary Voicemail, wrap-up questions, and contact details no longer require dedicated panel space in your layout. They appear as flyouts when they’re relevant and disappear when they’re not. Hover over any contact avatar to pull up their contact card instantly. #### Join the Call from Another Device
If a receptionist answers a call on their mobile or another Microsoft Teams client, Attendant Console now detects that active call and offers options to join or transfer it to the console. Walking back to your desk doesn’t mean losing the caller. #### Face-to-Face Support is Now an Option
Attendant Console now supports video calls. For internal help desk scenarios, this includes screen sharing from the caller’s side. If someone calls your support queue from within your organization, they can show you exactly what they’re seeing. #### Know What Time it is for Contacts Contact details now display the time zone of the person you’re looking up, shown as hours ahead or behind your own. Small detail, meaningful when your team works across regions. (see screenshot above for an example) #### Find Contacts Using Phone Number
Typing a number into Attendant Console now searches the Microsoft directory for a matching user. If there’s a match, you get the option to reach them via a Microsoft Teams call rather than a standard phone call. #### See Whether the mic is Working
A microphone level indicator now appears in the footer during calls and in device settings. You can confirm your mic is picking up sound without leaving the console or asking the caller to repeat themselves. #### Manage Queue Availability from the Console
Agents can now sign in and out of Microsoft Teams native call queues directly from Attendant Console. Previously, that required going to Microsoft Teams or Contact Center separately. #### Overall Cleaner Design Footer items are now icons with tooltips instead of text labels. The admin-enforced column in settings only appears when there’s something to show. Dropdowns, loading indicators, and panel behavior on smaller screens have all been cleaned up. If you would like to read the full list of improvements and updates, read the [release notes](/appendix/release-notes#november-2025) here. ## January 27, 2026 ### New Features & Improvements #### Contact Center Agent Information in Footer
When Attendant Console is used as a Contact Center agent, view your current agent status, time in status, and signed-in queue-count in the footer. Click any item for more detailed information without leaving the workspace. #### Quick Layout Switching
Save multiple workspace layouts and switch between them with one click from the footer. Configure layouts for different tasks (e.g. active calls, queue monitoring, administrative work) and change between them efficiently. #### On-Demand Panels
Access Queues and Search Results as temporary overlays when needed. These panels appear only when relevant, preserving your workspace layout, while providing important information. #### People Search Filters
Configure which contact types appear in search results (e.g. internal users or external contacts), so you can reduce irrelevant results and locate the right contacts faster. #### Bring Your Own AI Model Connect your own Azure AI model to Attendant Console. All AI features will use that model with existing security and compliance configurations. *Requires Azure setup and permissions from IT.* #### Interface Improvements
* **Teams-matched dropdowns** keep the user experience consistent with Teams. * **Empty panel descriptions** help new users understand panel functionality when empty. * **Improved narrow Queues panel** displays cleanly with text truncation and repositioned sign-in toggles. * **Dedicated AI Settings tab** consolidates all AI configuration in one location. If you would like to read the full list of improvements and updates, read the [release notes](/appendix/release-notes#january-27-2026) here. ## November 18, 2025 ### New Features & Improvements ### Sync With Contacts from Teams
Teams contacts and categories now sync directly into Attendant Console, pulled from the Teams People app. ### Serve Multilingual Callers
call transcript language
Live speech-to-text now works in multiple languages, with the ability to switch automatically per call. Whether you’re supporting international students, global business contacts, or diverse community members, every conversation gets transcribed for sentiment analysis, quality assurance, and AI applications. ### Monitor Shared Voicemails From Your Workspace
group voicemail panel
Group voicemails from M365 now appear directly in Attendant Console. Reception staff can monitor departmental mailboxes and team inboxes without switching applications. ### Switch Layouts Instantly with Your Workload New Quick Access Shortcuts let receptionists toggle between custom layouts with one keyboard sequence. Set up a streamlined view for handling incoming calls during rush periods, then switch to an expanded layout with more detail panels during wrap-up time. ### Search Anyone Immediately
AC people search
People Search (which was previously behind a feature flag) searches across Active Directory, personal Exchange contacts, global Exchange contacts, and even people you’ve chatted or emailed with and it’s now GA. ### Check Availability Before Transferring Calls
contact card calendar
A new calendar button provides one-click access to any contact’s schedule directly from the contact layout. Reception staff can verify availability before transferring which provides various benefits such as fewer dropped transfers and better first-call resolution. If you would like to read the full list of improvements and updates, read the [release notes](/appendix/release-notes#november-2025) here. ## September 16, 2025 ### New Features & Improvements ### Better Call Transcripts with Speaker Identification In call transcripts, you’ll now see a star (\*) next to anything the Attendant Console user said. This makes it much easier to follow conversations and understand who said what, especially when used with AI to analyze calls. ### Make Calls Using Your Queue Number (Preview)
Placing a call on behalf of a queue
You can now make outbound calls using your queue’s phone number instead of your personal Teams number. This keeps your personal contact information private and maintains a professional appearance for all business calls. ### Visual Confirmations for Various Actions
Teams presence change confirmation
When performing various Attendant Console actions, you’ll see a small notification at the bottom of your screen confirming the action was completed. No more wondering if your changes went through, or unknowingly making an incorrect change. The following actions will show an alert: * A user is added to a group * A user is removed from a group * An AI prompt response is copied * Any info on the contact details panel is copied (email, department, etc.) * Using a Quick Access Shortcut (QAS) to change/set your presence when a duration is set. * Using a QAS to change your audio devices * Using a QAS to change your audio devices, but the device(s) is unavailable ### Return Calls Directly from Voicemail
return call button from voicemail
Listening to a voicemail and need to call back? Just click the call button next to each voicemail message instead of writing down numbers or searching for contacts. ### Improved Keyboard Navigation We’ve made the console more accessible by improving keyboard navigation. Blind or visually impaired users, or anyone who relies on the tab key to move around the screen will find it much easier to get where they need to go. ### More Detailed Call History
detailed call history
Your call history now displays the exact time each call took place, not just the date. ### Smart Call Transfer Summaries
call transfer summary
When transferring a call, the person receiving it gets an AI-generated summary of what was discussed. Callers won’t have to repeat their story, and agents can jump right into solving their problem. ### Automatic Transfer Suggestions ([Private Preview](/appendix/feature-states))
AI suggested transfer
When either the caller or the Attendant Console user mentions a name during a call in the context of speaking with them, contact cards for people with that name automatically appear. For example, a caller mentions “I think I spoke with someone there name Adele” – Adele’s contact information pops up, ready for an instant transfer. Since this is a private preview feature, and not turned on by default, please [reach out](https://landistechnologies.com/contact/) if you are interested in using it. ### Contact Notes Search
contact notes search
In the case that you can’t remember who you talked to about a specific topic, you can now search through your contact notes to find the right person and conversation. ### Feature Discovery Menu
feature highlights menu
New users of Landis Attendant Console will benefit from the feature highlights menu, which helps you discover and learn about important capabilities you might not know about. ### Better Contact Center Integration
quick access shortcuts for agent status
For companies using both Landis Attendant Console and Landis Contact Center, we’ve added quick shortcuts to: * Change your agent status * Sign in or out of specific queues * Sign in or out of all queues at once * Turn call recording on or off You can also see your call recording status right in the footer, so you always know if recording is active. If you would like to read the full list of improvements and updates, read the [release notes](/appendix/release-notes#september-16-2025) here. ## July 16, 2025 ### New Features & Improvements ### Quickly Set Custom Teams Status Messages
settings to edit quick access shortcut to change Teams status
Working from home? Between meetings? You can now update your Microsoft Teams status message directly from Attendant Console using custom shortcuts. ### Record Calls Without Switching Apps
call recording button
If you use both [Landis Contact Center](https://landistechnologies.com/microsoft-teams-contact-center/) and Attendant Console, [call recording](https://youtu.be/K8TSkY9lUco?si=tUnZy1gS1h8tmx9r) becomes more accessible. When your policy allows, you can start and stop recordings directly from the Attendant Console interface. No longer is it necessary to jump between applications or purchase separate recording licenses. ### Customize Your Context Menu
visibility settings for transfer to current call button
Visibility settings for the recently added “transfer to current call” button let you hide the option if you don’t frequently use it. ### Deeper Insights from Pre-Call Data
Call pop information gets an upgrade with adaptive cards. As a call comes in, you can now display and interact with data-rich, customizable cards. Examples might be customer history, account status, previous interactions, or other info that might help you provide better service when you answer. ### Make Post-Call Data Work Harder for You
call info sent to a teams channel from attendant console webhook
A new webhook allows you to send useful call information such as transcripts, caller details, or AI responses to your designated endpoint when calls finish. This gives options for deeper analysis, contact management integration, and custom reporting. ### Design Your Perfect Workspace
custom layouts saved in attendant console
The layout system gives you more control over how your workspace looks and functions. You can now create and save multiple custom layouts for different situations. For example, one for active calling, another for after-hours, or other specific configurations for different team members. ### Follow Up Instantly from a Previous Call
one-click callback button in call history
Instead of searching for contact information or manually dialing numbers, you can call back directly from your history with a single click. If you would like to read the full list of improvements and updates, read the [release notes](/appendix/release-notes#july-16-2025) here. ## May 20, 2025 ### New Features & Improvements ### **Better Contact Center Integration** The connection between Landis Attendant Console and Landis Contact Center just got better! Here’s what’s new. #### **Simplified Sign-In Experience**
Contact Center connectors
We’ve streamlined the sign-in process with a simple checkbox in Settings > Connectors. Once you check the box, select your tenant (if you have multiple), and you’re connected. You no longer need to sign in a second time to use this integration. #### **Call Pop for Queue Calls**
Call Pop in Attendant Console
Call pop functionality configured in Landis Contact Center now also works in Attendant Console. When a call comes in through a Contact Center queue, the call pop will display in Attendant Console automatically based on your Contact Center settings. No additional configuration is needed in Attendant Console. #### **Wrap-Up Questions Panel**
Wrap up questions in Attendant Console
We’ve added a dedicated panel for wrap-up questions in the layout options. When a call from a queue ends, the wrap-up questions appear just like they would in the Contact Center agent panel, complete with a countdown timer. *** ### **New Delegate Scenarios** Now you can make calls on behalf of others with the delegate features: #### **Call on Behalf of Others**
Delegate options in Attendant Console
With the new optional CallDelegation.ReadWrite permission, you can now place outbound calls on behalf of someone who has set you as their delegate. A dropdown will appear under your profile photo where you can select the party for whom you want to make calls. #### **Quick Access Shortcuts for Delegates** We’ve added the ability to create Quick Access Shortcuts to switch who you’re placing outbound calls on behalf of. *** ### **More Calendar and Contact Details** The calendar on contact details now shows five business days instead of three. *** ### **Flexible Admin Enforcement for Settings**
Admin enforced settings
Administrators now have more control with item-level enforcement for list-type settings. Instead of enforcing an entire list of settings, admins can now choose specific items within a list to enforce while allowing users to modify other items or add their own. This works for: * Search sources * Contact groups * Keyboard shortcuts * Quick access shortcuts * AI prompts * Normalization rules *** ### **AI Prompts with Adaptive Cards**
Adaptive AI card
Now you can add richer, more interactive experiences to your AI prompts with adaptive cards. When you include a valid adaptive card template in your prompt settings, and the AI model returns a valid JSON object, we’ll populate the adaptive card with the data and display the result. This opens up the possibility to create custom interfaces for AI responses, such as parts lookup, inventory details, or customer information cards. *** ### **Official Support for Transfer to Voicemail** We’ve added official support for transferring calls directly to voicemail, removing the experimental checkbox that was previously required. This feature uses Microsoft’s official APIs for a more reliable experience. Additionally, we’ve added a new checkbox for “transfer to voicemail” on call user Quick Access Shortcuts, making it even easier to send calls directly to voicemail. *** ### **Added Footer Information**
Attendant Console with footer information
The footer has been redesigned to show more useful information at a glance.
Footer customize bar
You can customize which items appear and drag and drop them to your preferred order. * Transfer type and mode * Audio devices in use * User status and presence * Selected delegator (who you’re making calls as) * Voicemail notifications *** ### **People Search Endpoint (Preview)** We’ve added Microsoft’s search endpoint capability under private preview as this is still in testing. This allows for fuzzy search (handling misspellings or partial matches) of contacts across multiple sources: * Active Directory users * Exchange contacts * Global Exchange contacts * “Implicit” contacts (people you’ve interacted with) *** If you would like to read the full list of improvements and updates, read the [release notes](/appendix/release-notes#may-20-2025) here. ## March 4, 2025 ### New Features & Improvements #### Call History Panel
A new call history panel allows users to quickly review past interactions, making it easier to track important calls. Contact notes and call transcriptions now appear directly in the call history. This history is stored locally in the browser, which means that only calls made or received from that device appear here. *** #### Automatic AI Prompt Triggers
New triggers now allow automatic running of AI prompts. These can be set to run at the end of a call or with a custom keyboard shortcut. These responses can be saved in the local call history (mentioned earlier). Prompts that are currently in use, (e.g., in callback reminders) cannot be deleted. In the unlikely case of using Azure OpenAI too heavily, a warning will be displayed to keep use of the AI from getting throttled. *** #### Queues Panel Update
Agent status changes from Contact Center are now automatically saved instead of manually refreshed. The time that an agent has been in the current status is also displayed. *** #### Simpler Consult Transfer
A new “Transfer” button to complete a consult transfer now makes it more intuitive. Before, users had to click the consult transfer button twice: once to consult the agent possibly taking the call, and a second time to connect the caller to that agent. Now, if you wish to use the new function, a “Transfer” button finishes the transfer with one click. *** #### Settings Policies Protection
To prevent accidentally deleting policies, managers are now asked to confirm whether or not they would like to proceed with the deletion. *** ### Performance Improvements * **Fixed PSTN Call Issues:** Users can now add a PSTN participant to an existing PSTN call. * **Improved Audio Alerts:** Ring sounds now play on the selected audio device instead of the Windows default. * Miscellaneous UI improvements. *** If you would like to read the full list of improvements and updates, read the [release notes](https://ac.docs.landis.cloud/appendix/release-notes) here. ## January 7, 2025 ### New Features and Improvements #### New AI Features: We’ve added a customizable AI Prompts feature you can start using today! These prompts are applied to live call transcripts and are great for: * Call summaries: Provide concise recaps for callback reminders and chat consult transfers. * Action lists: Automatically identify tasks, names, or part numbers from conversations. * Coaching hints: Check if agents are following guidelines during calls. * And more! There are as many use cases as you create prompts for. #### Here's how it works: *(Note: Real-Time Speech to Text must be enabled to use this feature.)* * Create your AI prompt in Settings. This prompt and the live call transcript will be sent to the AI provider. There are 2 ways that Ai prompts can currently be used: 1\. AI Prompts for Callback Reminders and chat consult transfers: Automatically add helpful details, like the call summary, to callback reminders or chat transfers—providing context without extra work for the agent. Here's an example of an AI prompt adding a summary to a chat callback reminder.
*(You can customize the text of the callback request in Settings > Transfer under the Call Back Messages section. Use the Add button at the end of the field to insert your AI prompts and other variables into your message template.)* 2\. AI prompts in Call Details can be run on demand. The generated result can be copied to your clipboard with one click to make it easy to use elsewhere. See the [YouTube video overview](https://www.youtube.com/watch?v=E7_vAWirMYk\&ab_channel=LandisTechnologies) for some examples. *** #### Agent Experience Improvements: * Added Help, What's New, and Feedback options to the title bar context menu. * Hold Time Alerts: Set custom warning and critical time thresholds for calls. Optionally you can receive audible alerts when critical time is reached, ensuring agents leave no calls unattended. * Failed Transfer Alerts: Configure warning and critical time settings for failed transfers. Optional audible alerts, triggered alongside visual cues, help prevent important calls from being dropped.
*** #### Desktop App Improvements: * Option to open tel: links by default: When set as the default, phone number links will open Attendant Console and search the phone number, making it easy to start outbound calls within the app. * Persistent Window Settings: The application now remembers its window size and position when closing and restores these settings when relaunched. *** #### Check out our [Release Notes](/appendix/release-notes) for more details and the full list of features and fixes. ## October 14, 2024 ### **New Features and Improvements** #### New Notes Features: * Shared Notes: You can now easily sync and share notes with other users by using a shared key. * Display notes on contact: Notes can now be added directly to the contact layout, allowing agents to view important information without needing to click into each contact. See the example layout below:
*** #### Landis Contact Center Integration (Preview): * Sign in or out of Landis Contact Center queues without leaving Attendant Console! You can also update your status from the same panel. * Manage the connection to your Contact Center organization in Settings > Connectors.
*** #### UI Improvements: * Add and Remove a Contact from Groups using the right-click menu on the Contact. This works for all types of contacts, including Exchange and Global Exchange. * Create a New Contact Group directly from the "Add to Contact Group" menu—no need to go to settings to set up a group.
* Custom Teams Status Messages: Users can now set or edit their status messages, which automatically sync with the Teams app—no need to open the Teams app separately to update your status!
* New Setting: You now have the option to automatically clear the search box after a call is successfully transferred. * Call Details Panel: This new panel displays details about the current call. It currently includes two tabs: * Caller Details: Shows caller information and the contact's notes field. * Real-Time Speech-to-Text: Displays live captions, which allow for advanced AI interactions. *** #### New Call Handling Feature: * Transfer holding call to current call. This enables agents to merge calls and automatically disconnecting themselves. * Example use case: An agent calls someone on behalf of their manager. Once the recipient picks up, the agent places the call on hold, calls the manager, and then transfers the held call to the current call, disconnecting automatically.
*** #### Accessibility Improvement: * Screen readers now read all three lines of contact text, enabling agents using screen readers to hear notes or secondary details, along with the contact name, when reviewing contact lists. *** #### Check out our [Release Notes](/appendix/release-notes) for more details and the full list of features and fixes. # Download the Desktop App ### For Windows:
DateVersionRelease NotesLink
8/20261.0.259NotesDownload
This application supports only per-user installation. Per-machine installation is not currently supported. [Minimum requirements](/appendix/desktop-app-minimum-requirements) # What is an Attendant Console for Microsoft Teams What is a Microsoft Teams Attendant Console? A soft client attendant has the following features: * A client optimized for handling multiple voice calls efficiently and quickly, especially transferring calls * Common, everyday tasks should be efficient * Easily search contacts, easy access to a large amount of contacts & quick overview of their status * Easily see caller context * Provides ability to tailor receptionist experience, customize to fit needs A Microsoft Teams attendant console specifically, will additionally: * Easily enhance Teams calling experience without integration * Leverage unique Microsoft Teams strengths like presence, chat, bots & other Microsoft 365 components * Naturally fit into MS Teams endpoint lineup: Client, Phone, Rooms, etc. **Any questions? You can connect with us right now by clicking** [**Talk to Sales**](https://landistechnologies.com/contact-sales-ac/)**.** {% embed url="" %}