Lync as a PBX Features list

Transcription

1 Lync as a PBX Features list Each time you want to replace a PBX by Lync, you have to be clear about what you can do and what you will have to work around. So here is a short list of feature supported (or not) by Lync. Call Processing Features Feature Supported tes ADD-ON CONFERENCE (6 party or more) AUTOMATIC CALLBACK AUTOMATIC INTERCOM Equivalent functionality is achieved via presence state tagging. The calling party is alerted when the called party s presencestate changes from On a Call to any other state, and may then call or contact the called party via IM other means. Instant Messaging may be used to send non-obtrusive, immediate messages to all users logged into Lync, both at and away from their desk phones. In addition, third party analog overhead paging system may be used. BRIDGED CALL APPEARANCE Via Team Call and Delegation CALLBACK LAST INTERNAL CALLER CALL COVERAGE (PROGRAMMED) INTERNAL & EXTERNAL CALL PROGRAMMING TIME OF DAY/DAY OF WEEK CALL PROGRAMMING ANI/DNIS/CLID CALL PROGRAMMING INTERNAL CALLER ID PROGRAMMING CALL FORWARDING ALL CALLS Via Exchange 2010 personal auto attendant. Via Exchange 2010 personal auto attendant. Via Exchange 2010 personal auto attendant. Via Exchange 2010 personal auto attendant. CALL FORWARDING BUSY/DON T ANSWER CALL FORWARDING FOLLOW-ME Simul-ring may be set from Lync, browser (using Communicator Web Access), or

2 CALL FORWARDING OFF-PREMISES CALL FORWARDING: RINGING CALL HOLD CALL PARK from a Windows Phone. CALL PICKUP INDIVIDUAL Via Team Call CALL PICKUP GROUP Via Team Call. CALL TRANSFER CALL WAITING CONSECUTIVE SPEED DIALING CONSULTATION HOLD CUSTOMER STATION REARRANGEMENT DIAL BY NAME DISCRETE CALL OBSERVING DISTINCTIVE RINGING DO NOT DISTURB ELAPSED CALL TIMER EMERGENCY ACCESS TO ATTENDANT EXECUTIVE ACCESS OVERRIDE EXECUTIVE BUSY OVERRIDE FACILITY BUSY INDICATION GROUP LISTENING Users may re-direct the incoming call during the ring period to voice mail, IM, or one of their define phone numbers This is possible using normalization rules, but not recommended. Identity-based dialing using contact lists and corporate GAL search simplifies reaching any contact. administrative action is required. Users may either physically move their endpoint or login to a different endpoint. t provide by Lync Server, but can be added with third party contact center solution. A specific emergency access key is not provided, but users may call any Attendant or other user and specify high priority. Audio and visual call indications are given. Users may take advantage of built-in recording to enable post-call group listening, or may create an ad hoc conference to enable real time listening.

3 HANDS-FREE DIALING HANDS-FREE ANSWER INTERCOM HELP INFORMATION ACCESS HOT LINE INCOMING CALL DISPLAY INDIVIDUAL ATTENDANT ACCESS INTERCOM DIAL LAST NUMBER REDIALED LINE LOCKOUT LOUDSPEAKER PAGING ACCESS MALICIOUS CALL TRACE MANUAL INTERCOM MANUAL ORIGINATING LINE SERVICE USER CONTROLLED MEET ME CONFERENCING (6-Party or more) MESSAGE WAITING ACTIVATION MULTI-PARTY ASSISTED CONFERENCE w/selective CALL DROP MUSIC ON HOLD OFF-HOOK ALARM PADLOCK PAGING/CODE CALL ACCESS PERSONAL CO LINE (PRIVATE LINE) PERSONAL SPEED DIALING Via Contact lists. PERSONALIZED RINGING PRIORITY CALLING IM may be used in place of intercom functions to reach users both at and away from their desktop phones. This can be done via integration of third party (e.g., Valcom) paging system as an analog device. IM may be used in place of intercom functions to reach users both at and away from their desktop phones. This can be done through third party paging hardware. Users can specify ringing patterns for their own Lync Client. PRIVACY ATTENDANT LOCKOUT Multi-party connections are not held on the Attendant console, and therefore lockout is not necessary. PRIVACY MANUAL EXCLUSION Multi-line appearance functionality is

4 RECALL SIGNALING RINGER CUT-OFF RINGING TONE CONTROL SAVE AND REDIAL SECONDARY EXTENSION FEATURE ACTIVATION SEND ALL CALLS SILENT MONITORING STEP CALL STORE/REDIAL SUPERVISOR/ASSISTANT CALLING SUPERVISOR/ASSISTANT SPEED DIAL provided for incoming calls via the Team Call and Delegation capabilities, but does not allow users to seize in process calls. Planned to be available via Resource Kit. Built-in conferencing capability plus mute mode may be used to enable supervisor monitoring. Integrated third party contact center solutions can provide full capability. Presence indicators allow attendants and other station users to determine that a particular station user is busy before dialing, and to instead choose an available station user. TEXT MESSAGES Via PC or mobile phone interface. TIMED QUEUE TRUNK FLASH TRUNK-TO-TRUNK CONNECTIONS WHISPER PAGE Attendant Operator Features Instant messaging may be used instead. In addition, integrated third party contact center solutions can provide full capability. Feature Supported? tes AUTO-MANUAL SPLITTING AUTO-START/DON T SPLIT BACK-UP ALERTING Attendants do not use a console dial pad to activate calls, but instead use a GUI interface on the PC.

5 BUSY VERIFICATION OF TERMINALS/TRUNKS CALL WAITING CAMP-ON CONFERENCE CONTROL OF TRUNK GROUP ACCESS DELAY ANNOUNCEMENT DIRECT STATION SELECTION w/blf DIRECT TRUNK GROUP SELECTION DISPLAY INTERCEPT TREATMENT INTERPOSITION CALL & TRANSFER User terminal status may be determined via Presence. Trunk status is reported via System Center Operations Manager or other monitoring tool. CAMP-ON is not required for Attendants as calls may be presented for disposition even to called parties currently on a call (there is no concept of lines to limit how many active and on hold calls a given user may have). If the Attendant requires greater control of the call, presence state tagging may be used to alert the Attendant when the presence state of the called party changes (from In a Call to any other value). Trunk group access may be restricted based on administrator controlled dialing rules, but not via the Attendant. Call forwarding settings or Response Group timeout may be used to direct delayed callers to the SIP URI of a Response Group queue with a delay announcement. Trunk group selection is controlled by administrator defined routes, not the Attendant. Intercept announcement service may be configured to route calls to an Attendant or Attendant Response Group (hunt group) if desired Calls are not held on the Attendant, but can be transferred back to the Attendant for additional routing. INTRUSION (BARGE-IN) IM may be used instead of audio intrusion. OVERFLOW OVERRIDE OF DIVERSION FEATURES Attendants cannot override diversion features set by users. PAGING/CODE CALL ACCESS 3 rd party add on hardware PRIORITY QUEUE Response Group functionality may be used to implement priority queues.

6 RECALL RELEASE LOOP OPERATION SERIAL OPERATION STRAIGHT FORWARD OUTWARD COMPLETION THROUGH DIALING TRUNK-TO-TRUNK TRANSFER TRUNK GROUP BUSY/WARNING INDICATOR TRUNK ID System Features Calls are not held on the console, but Attendants may be recalled at any time. The called party can transfer the call back to the attendant console for rerouting Attendant can place external call, add internal resource to the call, then drop off of the call Monitoring and warning indicators are provided by System Center Operations Manager and other tools and handled by administrators rather than Attendants. Gateway or SIP trunk ID may be captured in call records, but is not visible to Attendants. Feature Supported tes ACCOUNT CODES Can be done via third Party Application ADMINISTERED CONNECTIONS ANSWER DETECTION AUTHORIZATION CODES Administered connections are typically used for connectivity of data endpoints over ISDN DS1 or other circuits. Office Communications Server does not control data networking. Network answer supervision is generally used to ensure the accuracy of call duration information. The use of DSPbased answer detection to accurately reflect duration for calls that do not receive network answer supervision is gateway dependent. Lync Server relies on identity based authorization, and allows users to login to any IP terminal based on their identity. This eliminates the need for DTMF based authorization codes for most customers. If required, third party solutions available from Enabling Technologies and others enable DTMF-based authorization codes. AUTOMATED ATTTENDANT Via Exchange Auto-Attendant

7 AUTOMATIC CALL DISTRIBUTION Via Response Groups AUTOMATIC ALTERNATE ROUTING AUTOMATIC CAMP-ON AUTOMATIC CIRCUIT ASSURANCE AUTOMATIC NUMBER ID An incoming DID call is presented to the user for disposition regardless of whether the user is currently on a call. (There is no concept of a line to limit the number of active and on hold calls for a given user.) Users may disposition the incoming call in the most appropriate matter: by answering (existing call is automatically placed on hold) or by redirecting to voice mail. Via SCOM alerts and reports based on Monitoring server thresholds at a gateway level. Reverse number lookup and Calling Party Name Display are supported. AUTOMATIC RECALL Via safe transfer capability. AUTOMATIC ROUTE SELECTION BASIC AUTOMATIC TRANSMISSION MEASUREMENT SYSTEM CALL-BY-CALL SERVICE SELECTION CALL DETAIL RECORDING CALL LOG CENTRALIZED ATTENDANT SERVICE CLASSES OF RESTRICTION (SPECIFY #) CLASSES OF SERVICE (SPECIFY #) CODE CALLING ACCESS CONTROLLED PRIVATE CALLS Via SCOM alerts and reports based on Monitoring server thresholds at a gateway level. Via Recent Contacts in Lync and Conversation History in Office Outlook. Via policy and user routing profiles with no practical limit. Via policy and user routing profiles with no practical limit. Controlled Private Call functionality is not natively provided, but could be added via combination of routing rules and third party IVR solution. DELAYED RINGING Via dialed user call forwarding settings. DIAL PLAN DIALED NUMBER ID SERVICE DIRECT DEPARTMENT CALLING DIRECT INWARD DIALING Via Response Group with parallel routing or via Team Call.

8 DID CALL WAITING DIRECT INWARD SYSTEM ACCESS DIRECT INWARD TERMINATION DIRECT OUTWARD DIALING E-911 SERVICE SUPPORT EXTENDED TRUNK ACCESS FACILITY RESTRICTION LEVELS FACILITY TEST CALLS FIND ME- FOLLOW ME All features may be access remotely using the Internet Restrictions are applied at the user level, not the device level Scheduled synthetic transactions may be used to test operations at an Lync Server pool level, and administrators may also perform manual facility test calls. FORCED ENTRY ACCOUNT CODES May be done using third party add-on. HOTELING (/PERSONAL ROAMING) HOUSE PHONE HUNTING Via Response Groups. INTEGRATED SYSTEM DIRECTORY LEAST COST ROUTING (Tariff-based, TOD/DOW) MULTIPLE LISTED DIRECTORY NUMBERS MUSIC ON HOLD NIGHT SERVICE -FIXED NIGHT SERVICE PROGRAMMABLE OFF-HOOK ALARM Tariff-based routing is under control of administrator. TOD and DOW are not supported. Via use of Response Group front-end to Attendants with after-hours routing to Night Service Response Group. Via use of after-hours forwarding on Attendant Console. Tone generated at device level, not system level OFF-PREMISES STATION (OPX) * Via Edge Server and Internet connection. OPEN SYSTEM SPEED DIAL PASSWORD AGING * May be done via call normalization rules, but identity based dialing, contact lists, and corporate directory search are recommended instead. POWER FAILURE TRANSFER STATION Media gateway can provide this feature

9 RECENT CHANGE HISTORY RESTRICTION FEATURES: CONTROLLED FULLY RESTRICTED INWARD/OUTWARD MISCELLANEOUS TERMINAL MISCELLANEOUS TRUNK TOLL/CODE TRUNK VOICE TERMINAL (IN/OUT) ROUTE ADVANCE Via user policy and routes. * Automatic selection of alternate facilities occurs for all calls. SECURITY VIOLATION NOTIFICATION Via PC-based security policy enforcement. SHARED TENANT SERVICE SNMP SUPPORT SYSTEM SPEED DIAL SYSTEM STATUS REPORT TIME OF DAY ROUTING TIMED REMINDER TRUNK ANSWER ANY STATION TRUNK CALLBACK QUEUING * System Center Operations Manager can generate alerts based on SNMP traps from third party equipment. Administrators may use dial plan normalization rules to define speed dial codes, and users may also dial by name. The latter is the recommended approach. The developer interfaces enable the system to be programmed to automatically contact users at specified times, and to take a variety of actions including but not limited to playing a recorded announcement or music., via Night Service Response Group configured to ring all stations. UNIFORM CALL DISTRIBUTION Via Response Groups. UNIFORM DIAL PLAN VIRTUAL EXTENSION * Lync Server does not require virtual extensions for secondary extensions on voice terminals since there is no limit to the number of active and on hold calls for a given user or terminal. However,

10 VOICE MESSAGE SYSTEM INTERFACE Response Groups effectively present virtual extensions in the form of SIP URIs and (optional) DID numbers.