With many phone systems, an Attendant or Operator Console is an expensive addition. Lync includes a free software attendant console right out of the box.
Here are a few screen grabs from a recent demo I did
You run the Lync Attendant client instead of the standard Lync client. Sign in looks very similar.
It’s deigned to be run full screen. You can see your contact groups to the right of the window
Arranged in various ways
You can simply type to find a user
Info on contact, along with call options and email option:
Along the top you have buttons for calls, voicemail, History, Followup, Forward, Options and mic and headset options
New call (choose type)
Call forward settings
In a call, across the top you have hold, transfer, consultative transfer, invite someone into the conversation and hang up.
Down the side of the window you have Notes field, IM (if a Lync user) Dial Plan and Contact History.
Drag and drop also adds the user to the call.
Calls "stack" on the right of the client
Double clicking a call will bring it back and put the other call(s) on hold.
Incoming call, double click to answer.
Incoming call with client minimised
Options for contacts
Drag and drop contact onto call always starts a conference
Recent repeat callers are noted on the incoming call toast
For transfer you can just search and hit enter if you find the right user.
You can transfer directly to voicemail
If you click a transfer button, you cant change calls until you have decided what to do with the first call.
For further help and information, follow this link