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Unassigned Numbers Service Prompt playback and transfer capability for unassigned numbers Group Call Pickup Users in a group can retrieve calls presented to another user
Recorded messages, interactive voice response (IVR), music on hold, anonymous outbound calling, business hours/holidays Flexible routing with integrated presence serial, parallel, longest available Formal and informal agents formal agents sign into Response Group application Role-based administration with manager functionality
Limited management capabilities. No real-time views, monitoring/barge-in/whisper, agent reporting Limited integration. No database dips, programmability, skills matching, weighted routing
Installed with Enterprise Voice, licensed with Lync Plus CAL. Server side media application that runs on all Front End (FE) Servers along with web-based administration. Call detail records and reporting.
Pool. Each Front End Server runs a matchmaker service with one active; uses SQL mirroring. Data center. Enabled with paired pools with RGS cmdlets supporting manual failover and failback process.
Per Enterprise Per Standard Edition pool (8 FEs) Edition server Incoming calls per second 16 2 Concurrent calls to IVR or MoH 480 60 Concurrent anonymous sessions 224 (64 with IM) 28 (8 with IM) Active agents (formal & informal) 1200 Number of hunt groups 400 (200 with speech recognition)
Workflow
Group
Agent
Queue
Queue
Agent Group
When a caller is in queue, RGS looks for an available user in the group.
Huntgroup or IVR group SIP address and phone number Business hours and holidays Welcome message Music on hold Speech recognition 26 supported languages
Agent alert time - Time to offer a call to an agent before moving to the next one.
In Lync Server 2013, a Response Group Administrator can delegate the management of response groups to a Response Group Manager. The Manager role improves the scalability of a response group deployment by decentralizing the management of response groups. The scope of a Response Group Manager is at a workflow level.
Managers cannot see or modify response groups for which they are not a manager.
Add and remove agents from agent groups Modify specific properties of the response group workflow, including: Business hours Holidays Welcome message Interactive Voice Response (IVR) structure Manage the response groupassociated queues and agent groups Delegate management rights to other managers
Lync Server Control Panel Response Group Web Configuration Tool Lync Server Management Shell
Managed
Management
Unmanaged
Managed only by a Response Group Administrator Delegation not supported
Managed by a Response Group Administrator or Manager Managed by a Response Group Administrator or Manager
Delegation
Sharing
Cannot share the response group queues or agent groups with any other response group
Visible to the Response Group Manager Visible to the administrator Not visible to other Managers
Can share queues and agent groups with other unmanaged response groups
Visible only to the Response Group Administrator Not visible to any manager
Visibility
Administrator(s)
Manager 1
Workflow
Managed Manager 1
Manager 2
Workflow
Managed
Workflow
Unmanaged
Workflow
Unmanaged
Manager 2
Queue
Queue
Queue
Queue
Queue
Agent Group
Agent Group
Agent Group
Agent Group
Agent Group
Planning considerations
Overlapping entries are matched from top down. Unique DID number entries needs to be above any inclusive range.
Call Park
User dials an extension to retrieve the call after it has been parked Users are enabled via voice policy and allowed to park calls.
Find unique internal extensions DIDs are not supported. Allocate orbit ranges to pools in a logical manner provide overhead for Group Call Pickup uptake.
Call Park: 2010 and beyond to park; common area phones and PBX phones can retrieve. Group Call Pickup: 2010 and higher to pick up; mobile, analog phones, and PBX phones not supported.
Configure Call Park behavior specifically fallback behavior on sites. SEFAUtil tool is needed for Group Call Pickup user configuration.
Lync Server 2010: An administrator can enable or disable call forwarding and simultaneous ringing through the user voice policy. Lync Server 2013: Enabled call controls to introduce a flexible callauthorization mechanism for forwarding and simultaneous ringing calls. By using this feature, an organization can restrict calls forwarded by users or through simultaneous ringing to:
Local numbers only, to aid in cost control Internal Lync users only, for security policies Any custom authorization rule set up by the administrator
An administrator can associate a set of PSTN usages to specify this call authorization to a voice policy. Call authorization types:
Voice policy PSTN usages Restrict to Lync users only Custom set of PSTN usages
The same call authorization applies to call forwarding and simultaneous ring.
Set-CsVoicePolicy ContosoUserPolicy CallForwardingSimulRingUsageType CustomUsage CustomCallForwardingSimulRingUsage @{add=Local} ... or by using the Lync Server Control Panel
Common Requirements
We have invested in a competitors IP-PBX and handset already. However, we like what Lync has to offer in terms of mobility, softphone, and so on. How can we make the two platforms coexist?
Lync users are enabled for Enterprise Voice and retain their direct inward dialing (DID) number. Enterprise Voice users retain IP-PBX phone set and voicemail. Calls to the users DID number simultaneously ring Lync. Calling party ID is retained on outbound calls. Dial-in conferencing authentication (DID/PIN) experience is preserved. Click-to-call via the Lync contact card, missed call notification, or basic dialing always leaves Lync and rings the IP-PBX phone set. Presence of users IP phone is reflected in Lync (for example, in a call). Pure Lync users are available for test/pilot purposes.
Challenges
What do I enter for LineURI? Who owns the DID number? Political issues with telecom team(s) around call control, ownership, and so on.
Common alternatives
Customize Address Book Server (ABS) phone number normalization based on EV vs. non-EV users. Give users a new DID number non-DID number, or a fake number. Leave the LineURI blank.
Challenges
Roaming or remote users lack voicemail visibility. Presence state of IP phone isnt reflected in Lync. Cant divert to voicemail from Lync. The value of our UC platform is diminished.
Common alternatives
Discussion about Remote Call Control (RCC).
Challenges
What number should the IP-PBX call? Voicemail diversion. Possible cost implications (for example, Avaya PCA license). Increased administrative effort (for example, Cisco remote destination profiles). All Sim Ring calls answered using the IP phone will generate a missed call notification email (should be disabled).
Common alternatives
Sim Ring the Session Initiation Protocol (SIP) URI (IP-PBX).
How do I make the same phone number exist on two separate systems at the same time?
Perform extensive digit manipulation on gateway. Mask the LineURI with a DID number that points to an Exchange Auto Attendant.
Challenges
Users who set/reset their PIN receive a warning on the dial in page. We need a unique number across the enterprise.
Common alternatives
Set LineURI to a 4-digit or 5-digit number. Leave out the ;ext= parameter.
Challenges
Normalization to E.164 format (recommended). Reverse Number Lookup (RNL) in Lync prevents PSTN/PBX routing. Need to retain caller ID, conferencing, and so on.
Common alternatives
Set LineURI to a 4-digit or 5-digit number. Leave out the ;ext= parameter. Use ms-skip-rnl parameter.
16046991234
*725+16046991234
6046991234
6046991234 PSTN
Tel:16046991234;ext=1234 Sip:jassha@microsoft.com
Cisco ISR/Gateway
7809669598 6046991234
+16046991234
16046991234
6046991234
6046991234 PSTN
Tel:+16046991234;ext=1234 Sip:jassha@microsoft.com
Cisco ISR/Gateway
7809669598
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Lync users are enabled for Enterprise Voice and retain their direct inward dialing (DID) number. Enterprise Voice users retain IP-PBX phone set and voicemail. Calls to the users DID number simultaneously ring Lync. Calling party ID is retained on outbound calls. Dial-in conferencing authentication (DID/PIN) experience is preserved. Click-to-call via the Lync contact card, missed call notification, or basic dialing always leaves Lync and rings the IP-PBX phone set. Presence of users IP phone is reflected in Lync (for example, in a call). Pure Lync users are available for test/pilot purposes.