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Presence Assistant Improves your staffs accessibility.
A personal assistant for everyone.

Welcome to Presence Assistant

With PresenceAssistant you only have to configure certain routing rules once to achieve an automated call distribution of incoming telephone calls in accordance with your staff members’ presence Status.

PresenceAssistant simplifies the routing of incoming calls, thus adding a feature known as target-oriented presence to Lync’s various presence statuses.

As the presence statuses in Lync are not target-oriented, calls may get lost; it cannot be guaranteed, for instance, that automatic call forwarding is set when a staff member is “offline”. Furthermore, it is required to configure call forwarding to deputies or assistants manually

 

Features

PresenceAssistant is a server-side application. The user settings are stored centrally and are also adjusted centrally by PresenceAssistant when presence statuses Change.

Thus, it is irrelevant which client you use, as the application works for Lync clients on PC’s, for the mobile app or, via Lync Phone Edition, on your IP telephone. As calls are always handled in accordance with the current presence status and the corresponding settings, no user interaction is required.

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Settings

Every licensed staff member may choose the following settings on the PresenceAssistant web page in accordance with one of the five Lync statuses:

Staff members may activate call forwarding or immediate call diversion (set waiting time to 0 seconds).

“Simultaneous ringing” results in a parallel call to the target indicated.

In addition to call forwarding or call diversion (see above), staff members may signal a busy tone using the setting of “No second incoming calls”.

“Simultaneous ringing” results in a parallel call to the target indicated.

The Presence Assistant complements the missing in Lync / Skype for Business Busy” feature. Second calls can be automatically rerouted.

In addition, the Presence Assistant also allows signaling a busy Signal.

PresenceAssistant enables the “busy” function that is missing in Lync by automatically diverting second incoming calls while you are already in a conversation.

It is also possible to signal a busy signal. This way, you are not disturbed by second incoming calls.

Staff members may activate call forwarding or immediate call diversion (set waiting time to 0 seconds).

“Simultaneous ringing” results in a parallel call to the target indicated.

Staff members may configure call forwarding or call Diversion.

Administration

The Service Desk can also configure the call forwarding settings. If staff members forgot to make the correct call forwarding settings, calls will get lost.

With PresenceAssistant, the Service Desk can take on the role of a “delegate”, being able to correct the call forwarding settings for these staff members

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External Targets

The targets that can be configured by staff members are subject to the normal restrictions of the Lync Voice Policy.

This ensures that staff members will not cause any costs by forwarding to a number with the prefix 0900.

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Boss / Secretary Feature

With PresenceAssistant, today’s pool of assistants are able to react adequately to calls coming in for managers. If a manager sets their Lync client to “Divert to assistant”, for instance, the assistant cannot reach the manager anymore either (e.g. for further inquiries). Moreover, assistants are unable to put through important calls to a Manager.

With PresenceAssistant predefined staff members can “break through” the forwarding feature. In addition, call forwarding to deputies or assistants (e.g. secretaries) no longer has to be configured manually each time. Furthermore, it provides support for an automatic configuration of deputies or assistants based on Active Directory information, which significantly reduces the administrative effort required after organizational changes.

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Download Booklet

For more information about the RTC Launcher, please download our booklet as PDF: