Dialogue Cloud

On Premises

Addendum: Desktop Integrator and ACS Development AC for Teams

With the introduction of the new Teams client, the Desktop Integrator will no longer function as expected. ACS ACS commonly known as the acronym for Azure Communication Services, Microsoft's multichannel communication API in Azure for voice, video, chat, text messaging/SMS, email, and more to applications. Not te be confused with Azure Access Control Services (AACS) a deprecating authentication service of Microsoft, also sometimes abbreviated to ACS. is our answer to achieve the same one-click call acceptance as we had with the Desktop Integrator experience

Focus on ACS:

In the meantime, our primary focus is on Azure Communication Services (ACS). ACS enables the seamless one-click experience for accepting calls within the Attendant Console.

By leveraging ACS, we aim to provide efficient call handling directly within the Attendant Console, without relying on external Teams clients.

Azure Communication Services (ACS) is a voice calling SDK from Microsoft that we have deployed in the Attendant Console. This integration allows us to conduct conversations directly within the Attendant Console, eliminating the need for the Teams client.

Here’s how ACS works:

When a call is picked up in the queue within the Attendant Console, it results in a connected call in MyCalls, with audio set up in the Attendant Console. This seamless experience is similar to using the Desktop Integrator.

However, there are specific characteristics of ACS that you should be aware of when using and configuring it:

  1. Costs: Although ACS is not for free, AnywhereNow provides ACS included in the Attendant Console offering for free. To utilize ACS, we provide a default ACS Connection string.

    If customers want to use their own ACS Connection string, they can generate it and configure it in the Attendant Console Admin portal. Be aware that additional costs associated with using ACS on Azure—specifically are about €0.0038 per minute for the time an agent is actively in a call.

  2. Alternative Audio output: In the Attendant Console System using ACS, the device used for handling calls and the device responsible for ringing during incoming calls are the same. This contrasts with Teams, where you can set your audio devices independently. In the Attendant Console, the ringer follows the computer's audio settings.

    With this new feature, operators can set an alternative audio output for the ringer on My Calls under Audio alerting in the Preferences. Once selected, the ringer will play on the chosen audio output.

    This functionality allows operators to avoid constant focus on the Attendant Console and be alerted to incoming calls by the designated audio device.

  3. DTMF (Dual-Tone Multi-Frequency): When you need to generate DTMF tones—for tasks like opening a door or gate or selecting an option in an IVR—the agent currently needs to switch to Teams. Unfortunately, the Attendant Console itself does not support DTMF. This limitation remains even when using ACS. However, we have good news! We are actively working on adding DTMF support to the Attendant Console in the coming months. Once implemented, this functionality will be available when working with ACS as well.

  4. Attendant Console as a Teams App: Many users are accustomed to using the Attendant Console as an app within Teams. However, there is currently an issue with one-sided audio when using ACS. Fortunately, we have a solution. A new manifest is available, which can be manually deployed to the user’s Teams environment. Please see Manually deploy Attendant for Teams as a Microsoft Teams App for further instructions.
    We’ve submitted a request to Microsoft for an update to the Teams app in the App Store.

    Tip: While using ACS and running the Attendant Console in Teams is possible, it may not be the most ideal setup. When you shift focus away from the Attendant Console during a conversation, the audio will stop, and you risk losing the conversation. A better approach would be to add the Attendant Console as a browser app, making it easier to locate and open when needed.

  5. ACS or DI Selection: In the preferences, users can now choose between the Desktop Integrator (DI) and ACS. However, if DI is selected, ACS becomes grayed out. The challenge arises when both options are available but only ACS is active. We’ve observed that this DI selection can interfere with ACS operation. To avoid any issues, we recommend deselecting DI before selecting ACS.

    Due to the Desktop Integrator’s incompatibility with the new Teams client, we plan to remove the DI option from the preferences in the upcoming release of the Attendant Console.

  6. Presence: "When an agent is actively handling a call in the Attendant Console (with a call in My Calls), their presence in Teams will automatically be set to ‘Busy on a Call’. However, when the agent is not actively managing a call, their presence will reflect the status set within Teams based on their actual availability.

    It’s important to note that manually setting the presence in Teams to a specific state will override any other presence settings, including those established by having a call in My Calls. If you need to revert to your actual presence status, simply use the Reset status option in Teams."

  7. Teams: While Teams is not directly involved in call handling when ACS is activated, it is advisable to keep the Teams application active for other purposes:

    • Personal Calls: You can still use Teams for handling personal (direct) calls.

    • Chatting: Teams provides a convenient platform for chatting with colleagues.

    • Meetings: Participate in meetings using Teams.

    • Other Functionality: Take advantage of additional features that Teams offers.

    Note: When you take a call from the queue (resulting in an incoming call in MyCalls), Teams may also start ringing. A Teams toast A toast is a pop-up instant message or audio call notification the user receives on his desktop. notification will appear alongside the browser notification. However, this Teams toast should be ignored, as it will stop once the call is active in the Attendant Console.

Azure Communication Services (ACS) is a new technology that we’ve integrated into our attendant console. We recognize that ACS is still in its early stages and achieving 100% reliability as a complete solution may take some time. Rest assured, we are actively working to refine and enhance its performance.