Microsoft Teams is undoubtedly a powerful communications platform for businesses of all shapes and sizes. In fact, it’s the go-to tool for internal and external communication for many organizations across a wide range of industries. However, many have found that a key feature is missing from the Microsoft Teams environment: an attendant console.
With that in mind, let’s explore how attendant consoles work, what makes them useful in a Teams environment, and how organizations like Landis Technologies are bringing attendant consoles to Microsoft Teams.
Why Attendant Consoles Matter
An attendant console is, essentially, a virtual switchboard for receptionist users. It allows them to easily manage inbound calls and direct them to the right department or user, typically with definable shortcuts and one-click functionality.
While some businesses may use auto attendants with interactive voice response (IVR) systems, many find that the human touch and precision that comes from having a proper receptionist remain the better option for customer satisfaction. After all, it’s far easier to say “I’d like to talk to a sales representative” or “I’m looking for Mark Jameson in HR” and immediately get the call forwarded than it is to sit through a menu saying “For operations, press 1…”
In fact, many organizations use an auto attendant alongside an attendant console to give callers the option of going through a menu or speaking to a receptionist. Even without an auto attendant, administrative assistants can use attendant consoles to direct calls and message executives. On a similar note, law firms also use attendant consoles with caller information in order to forward calls to the attorney assigned to the caller’s case immediately.
“The receptionist or attendant is one of the most important users in any Teams deployment,” says Paul Martin, Account Executive at Landis Technologies.
“Oftentimes it is their performance that determines if a caller has a good experience with your organization. Making sure they have the appropriate tools to do their job is a top priority.”
A good attendant console can improve productivity and efficiency, especially if it includes features like shortcut keys, robust transfer options, presence options, and a user-friendly interface.
Adding an Attendant Console to Teams
Microsoft Teams doesn’t include an attendant console, only an auto attendant. As such, businesses in need of one will need to find a third-party integration. In such a case, they can use a solution like Landis Technology’s Attendant Console for Microsoft Teams.
A good attendant console can bring a wide array of call controls to Microsoft Teams. For instance, the Landis Attendant Console includes features like:
- 1-Click Transfer
- Quick access shortcuts
- Multiple transfer types, including Consult, Add Participant, or Blind transfers (all of which can be assigned shortcut keys)
- Contact groups and related contacts
- Calendar integrations
- Voicemail
- Group conference calls
- Presence indicators
- Instant messaging
- Advanced filtering and search features
- Teams Call Queue service integration
- Call Pop displays
While many Microsoft Teams integrations connect to Teams by transferring calls and audio through their own contact center platform, the Landis Attendant Console uses an Extend model to work directly within the Teams architecture. This means that the console doesn’t rely on any other contact center solution, and uses the Teams interface and functionality users are already familiar with. It also makes it easy to install the attendant console in minutes, making life easier for users and IT teams.
A good attendant console integration can seamlessly bring new call transfer and handling features to Microsoft Teams, improving efficiency for call attendants, assistants, and employees across departments. With a solution like Landis Attendant Console, organizations can gain those features, all without leaving the Teams interface.
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