1 Voice Applications
2 Call Park - Features Call Park and Retrieve20337B Call Park - Features 4: Voice Applications Call Park and Retrieve Transfer to fallback destination Orbit (number) returned when call is parked Calls not retrieved and ringback failed are forwarded to configurable target (receptionist, response group, and so on) Parked user is listening to Music on Hold (MoH) Call can be retrieved from PBX phone dialing orbit Supported clients Safe-retrieve: only retrieve my parked call Skype for Business 2015, Lync 2013, Lync 2013 Attendant console, Aries to park calls Ringback Calls not retrieved are transferred to person who parked the call (after timeout) Any client to retrieve a parked call There is no need to dwell on every feature on this slide; use your judgment to choose which topics you feel are most important to cover. However, you may want to spend a little more time explaining safe-retrieve. Explain for which clients the Call Park feature is available. Make sure to explain the table that describes the supported clients. Define the terms used. Parker - the user parking the call Parkee - the type of call by originator Retriever - the user retrieving the call
3 Skype for Business Call Parking4: Voice Applications A call can be parked if the user is enabled for Call Park functionality An available orbit is automatically offered to the user parking the call The following slides provide background material in case a live demonstration is not possible.
4 Skype for Business Call Retrieval4: Voice Applications Dial the orbit like any other extension Click Retrieve button (performs a safe retrieve) or copy the link into an IM message Unique ID to identify the call Parker receives notification of who retrieved the call Briefly discuss the options available to retrieve a parked call.
5 After pre-configured timeout (CallPickupTimeoutThreshold ) 20337B Call Park Ringback 4: Voice Applications After pre-configured timeout (CallPickupTimeoutThreshold ) Call rings back User can click the Answer the Call button Call can be ignored Call cannot be redirected Call is not forwarded to voice mail
6 Deploying Call Park Services20337B Deploying Call Park Services 4: Voice Applications Call Park services are installed when a server is enabled for Enterprise Voice Enable Call Park for the end-user in the Voice Policy (disabled by default) The slide displays enabling Call Park Services in the Voice Policy by using the Skype for Business Server Control Panel. By contrast, the student notes provide an example of enabling Call Park Services by using the Skype for Business Server Management Shell.
7 Defining Call Park Ranges20337B Defining Call Park Ranges 4: Voice Applications Configure orbit range and destination pool (global scope) Orbit Range should be globally unique May not include DID numbers Ranges can be configured in Skype for Business Control Panel Must start with # or *, or 1-9. 0 is not allowed as a starting character Must be the same length (max. 9 characters) Should not exceed 10,000 orbits per range Should not exceed 50,000 orbits per pool Exclude Call Park orbits from Normalization Option to use #100 to #200 A single pool can have multiple orbits Se01.adatum.local
8 Optional settings can be changed, as follows:Call Park Management 4: Voice Applications Optional settings can be changed, as follows: Music on Hold can be changed or disabled (service scope) Ringback attempts (1-10) (site/global scope) Ringback timeout (10-600s) (site/global scope) Fallback destination (site/global scope) All configuration through PowerShell, except Orbit range New-CsCpsConfiguration -Identity site:
9 Call Park – Deployment Process20337B Call Park – Deployment Process 4: Voice Applications create the orbit ranges in the call park orbit table and associate them with the Application service that hosts the Call Park application New-CSCallParkOrbit 1. Use Skype for Business Server Control Panel or the New-CSCallParkOrbit cmdlet to create the orbit ranges in the call park orbit table and associate them with the Application service that hosts the Call Park application. 2. Use the Set-CsCpsConfiguration cmdlet to configure Call Park settings. At a minimum, we recommend that you configure the OnTimeoutURI option to configure the fallback destination to use when a parked call times out. You can also configure the following settings: (Optional) EnableMusicOnHold to enable or disable music on hold. (Optional) MaxCallPickupAttempts to determine the number of times a parked call rings back to the answering phone before forwarding the call to the fallback Uniform Resource Identifier (URI). (Optional) CallPickupTimeoutThreshold to determine the amount of time that elapses after a call has been parked before it rings back to the phone where the call was answered. 3. Use the Set-CsCallParkServiceMusicOnHoldFile cmdlet to customize and upload an audio file, if you don't want to use the default music on hold. 4. Use Skype for Business Server Control Panel or the Set-CSVoicePolicy cmdlet with the EnableCallPark option to enable Call Park for users in voice policy. Note: By default, Call Park is disabled for all users. Note: If you have multiple voice policies, make sure the EnableCallPark property is set for each voice policy, not just for the default policy. ** Call park orbits must not be normalized. Verify that your normalization rules do not include any of your orbit ranges. If necessary, create additional normalization rules to prevent orbits being normalized. Set-CsCpsConfiguration Use the cmdlet to configure Call Park settings Set-CsCallParkServiceMusicOnHoldFile Optionally, customize the music on hold Set-CSVoicePolicy Configure voice policy to enable Call Park for users
10 Park and Retrieve Call Flow20337B Park and Retrieve Call Flow 4: Voice Applications Step 1: Alice calls Bob, who is using Skype for Business Server 2015 incoming call The following series of slides explains the high-level call flow of a Call Park and Retrieve scenario. Important. Instruct students to follow along with your presentation. The individual steps represented by each slide are listed in the student manual, but only the first slide is shown in the manual. The instructor presentation contains all the slides required. Step 1: Caller Alice calls user Bob, who is running Skype for Business 2015. Emphasize the signaling path—Alice Mediation Server front-end server Bob Front End User Bob incoming call Caller Alice Mediation Server
11 Park and Retrieve Call Flow (2 of 7)20337B Park and Retrieve Call Flow (2 of 7) 4: Voice Applications Step 2: Alice is now connected to Bob Media flows from Alice to Bob Step 2: Caller Alice is now connected to user Bob, and media flows from Alice to Bob. When media is established, it flows between the Mediation Server and Bob, signaling still through Mediation and the front-end server. User Bob Front End Media Flow Media Flow Caller Alice Mediation Server
12 Park and Retrieve Call Flow (3 of 7)20337B Park and Retrieve Call Flow (3 of 7) 4: Voice Applications Step 3: Alice wants to speak to Charlie Bob issues a call park command to the Call Park Service, requesting an orbit Park Call Step 3: Caller Alice wants to speak to Charlie. Bob issues a Call Park command to the Call Park service, requesting an orbit. User Bob is enabled for call park and by parking the call, an Orbit is requested. For now, the media still flows to Bob. User Bob Front End Media Flow Media Flow Caller Alice Mediation Server
13 Park and Retrieve Call Flow (4 of 7)20337B Park and Retrieve Call Flow (4 of 7) 4: Voice Applications Step 4: Orbit 123 Alice is put on hold, receiving Music on Hold from the Call Park Service Bob receives a Call Park orbit Step 4: Caller Alice is now on hold, receiving Music on Hold (MoH) from the Call Park service. User Bob receives a Call Park orbit. The media is now redirected to the front-end server for Music on Hold. Front End User Bob Media Flow Media Flow Caller Alice Mediation Server
14 Park and Retrieve Call Flow (5 of 7)20337B Park and Retrieve Call Flow (5 of 7) 4: Voice Applications Step 5: Bob shares the Call Park orbit with Charlie through an internal paging system, IM, or some alternate method Step 5: User Bob now shares the Call Park orbit with user Charlie through an internal paging system, instant messaging (IM), or some alternate method. A paging system is not part of the Skype for Business system. Front End User Bob Media Flow Orbit 123 (paging) Media Flow Caller Alice Mediation Server User Charlie
15 Park and Retrieve Call Flow (6 of 7)20337B Park and Retrieve Call Flow (6 of 7) 4: Voice Applications Step 6: Charlie dials the orbit number in an attempt to retrieve the parked call Step 6: User Charlie dials the orbit number in an attempt to retrieve the parked call. Front End Retrieve 123 Media Flow Media Flow Caller Alice Mediation Server User Charlie
16 Park and Retrieve Call Flow (7 of 7)20337B Park and Retrieve Call Flow (7 of 7) 4: Voice Applications Step 7: Alice is now directly connected to Charlie Step 7: Alice is now connected directly with Charlie. The media is redirected to Charlie, Music on Hold is no longer required, and Alice connects to Charlie. Front End Media Flow Media Flow Mediation Server User Charlie Caller Alice
17 Purpose of the Unassigned Number Feature4: Voice Applications Handles incoming calls to numbers valid to the organization but not assigned to users or (desk) phones Avoids busy tones or error messages if the user misdials Incoming calls can be transferred to predetermined: Phone Numbers SIP URIs Voice Mail Announcement service
18 Announcement Service Create an Announcement through Windows PowerShell20337B Announcement Service 4: Voice Applications Create an Announcement through Windows PowerShell TextToSpeechPrompt—A text-to-speech (TTS) prompt TargetURI—The Uniform Resource Identifier (URI) to which the caller will be transferred after the announcement has been played At least one Announcement should exist before you can create a number range New-CsAnnouncement -Identity ApplicationServer:se01.tailspin.local -Name "Number Does Not Exist" -TextToSpeechPrompt "Welcome to Tailspin, the number you dialed does not exist. You will be forwarded to the operator" -Language "en-US" -TargetUri The Unassigned Number feature requires at least one announcement. Announcements are played by the Announcement service that is installed if a front-end server is enabled for Enterprise Voice. Announcements cannot be created through the Skype for Business Control Panel. Create an announcement through Windows PowerShell: TextToSpeechPrompt—A text-to-speech (TTS) prompt. This is a string that is converted to audio and played as the announcement. It can be replaced by a .wav file. TargetURI—The Uniform Resource Identifier (URI) to which the caller is transferred after the announcement has been played. At least one announcement should exist before you can create a number range.
19 Deploying the Unassigned Number Feature4: Voice Applications Create an unassigned number range from the Skype for Business Control Panel Range may overlap with existing DID; numbers in use automatically excluded Destination server is the end point and plays the announcement; plan locally, preferably in the same site Select the previously created Announcement, or choose to forward the call to an Exchange Auto Attendant After the announcement is created, a number range (for example, the block of numbers purchased from the Telco provider) has to be defined. This can be the Full range, and you do not need to exclude already assigned DIDs. ApplicationServer.se1.adatum.com Number does Not Exist
20 Unassigned Number Call Flow4: Voice Applications Describe the high-level call flow that occurs when a caller on the PSTN has dialed a number that is considered an unassigned number in Skype for Business Server. Although this scenario is not central to the response group functionality, it does take advantage of the RGS engine to produce a greeting to the caller. The following three slides break the process into three steps. The student manual also lists the relevant points for each slide as you walk students through the call flow process. User Bob Step 2 Front End Call Transfer Media Flow Step 1 Media Flow Media Flow Step 3 Step 3 Caller Alice User Charlie Mediation Server
21 Unassigned Number Call Flow (1 of 3)4: Voice Applications Step 1: Alice has dialed a phone number that she believes belongs to Bob The vacant number routing determines that the dialed number is not a valid number Alice is connected to a special RGS workflow and is notified that the number is not in use Step 1: Alice has dialed a phone number that she believes belongs to Bob. The vacant number routing determines that the dialed number is not a valid number. Alice is connected to a special RGS workflow and is notified that the number is not in use. The number range includes the full corporate number block acquired from the Telco provider. If the dialed number is not assigned to a user, reverse number lookup fails because a matching Line URI cannot be found. The call than falls back to the target specified for the unassigned number range and the call is handled by a special RGS workflow. Front End User Bob Media Flow Media Flow Caller Alice Mediation Server
22 Unassigned Number Call Flow (2 of 3)4: Voice Applications Step 2: The special RGS workflow now transfers Alice to Charlie as configured by the vacant number announcement (-TargetURI) Step 2: The special RGS workflow now transfers caller Alice to user Charlie as configured by the vacant number routing. The RGS workflow plays the announcement (if configured) and will transfer the call to a generic destination (also if configured). User Bob Front End Media Flow Call Transfer Media Flow Caller Alice User Charlie Mediation Server
23 Unassigned Number Call Flow (3 of 3)4: Voice Applications Step 3: Alice is now connected in a voice call to Charlie Step 3: Caller Alice is now connected in a voice call to user Charlie. Media Flow Media Flow Caller Alice Mediation Server User Charlie
24 PSTN Conferencing Features20337B PSTN Conferencing Features 4: Voice Applications Meeting Features to handle small/mid-size meetings DTMF controls Entry and Exit announcements Simple join experience Lobby support for restricted meetings Unauthorized users wait in the lobby to be admitted Name recording for unauthenticated users Integrated seamless with Skype for Business meetings Scheduling through familiar Skype for Business interface Access security by PIN and phone number authentication Meeting prompts and guidance in a language of choice Discuss the new PSTN conferencing features in terms of the how they enable and support the following benefits: Provide all features needed to handle small/medium-size meetings. Make it simpler and more reliable to join a meeting. Provide a first-class user experience on both the PSTN and Skype for Business Server side. Highlight the various features of a dial-in conferencing solution and how Skype for Business Server fits in. Be careful not to go into too much depth at this point. Keep it at a high level because subsequent topics provide more detail. Silent mode is covered in the topic, “DTMF Commands.”
25 Reservation-less calls Managed eventsMeeting Types Dial-In Conferencing Reservation-less calls Managed events
26 Meeting Types Reservation less calls—85%20337B Meeting Types 4: Voice Applications Reservation less calls—85% Weekly staff meetings, project meetings and so on Typically 25 or fewer participants, average of 3-5 attendees per meeting Majority of attendees are internal Frequently contains external attendees Web attached Operator-assisted calls—Less than 10% Biweekly/monthly Roll call, polling, and other large meeting features From attendees Managed event Externally focused calls—5% With transcription, high touch, max features, and large audiences 100+ participants Quarterly or less frequent Target for Skype for Business Explain the various meeting types that fall under Dial-in audio conferencing. Note that these statistics are from a Gartner report. For most customers, Skype for Business Server is an appropriate solution for a significant number of conference-based meetings that want to utilize PSTN conferencing. Reservation-less calls—This is the target for Skype for Business meetings, organized by the end-user, not requiring operator assistance and limited in size. Operator-assisted calls—Specialized meeting type with an operator who can assist and moderate the meetings, not a target for Skype for Business. Also recognize that many organizations will still have a certain number of meetings where an ACP provides a better solution. ACP—Domain (Audio Conferencing Provider) Based on Gartner Study
27 User Roles & PermissionsPresenter Controls meeting Designated by organizer Can’t designate Federated in advance Organizer Implicit role, presenter by definition If deleted from AD, conferences also removed from RTC database Attendee Everyone who is not a presenter Cannot add content to meeting Can only download content if given permissions Can be promoted / demoted
28 DTMF Commands Commands Admin customizable *1 Automated help4: Voice Applications Commands *1 Automated help *3 Private roll-call *6 Mute/unmute self *7 Lock/unlock (leaders only) *4 Toggle silent mode (leaders only) *9 Entry/exit announcements on/off (leaders only) *8 Open lobby (leaders only) Admin customizable Each command can be configured as * / # + 0-9 Each command can be disabled (unset key mapping) Exposed through PowerShell End-user discoverable Shown on the Dial-in Conferencing webpage Discoverable in conference by issuing Help command (*1) Explain the new DTMF commands that are available. There is no need to review each command; choose a few that you feel are important and mention them. Subsequent slides discuss features in more detail. To control meeting features when attending a meeting from a phone, users can use DTMF commands. Skype for Business is provided with a default mapping, but if needed, (to facilitate an easy migration) the mapping can be changed through PowerShell.
29 Entry/Exit Announcements20337B Entry/Exit Announcements 4: Voice Applications Entry/Exit announcements with names Announcements are made when participants join and leave Batching reduces the number of announcements Anonymous PSTN users are prompted to record their names Authenticated user names are announced by text-to-speech (TTS) Users can skip name recording and join as unknown participants This slide goes a little deeper into Entry/Exit announcements and explains the various scenarios around how we use Text-to-Speech (TTS) in a dial-in conference. It is not necessary to cover each scenario, but you might want to note the one scenario in which a recorded name is required. When joining/leaving meetings, it is possible to play an announcement. Depending on the join type (anonymous, federated, and so on), the name is either played from the recording or TTS is used. John (federated user) Jane (PSTN user– anonymous) MCU Alice Authenticated user Bill (PSTN user– authenticated) Simon Anonymous Skype for Business 2015/Skype for Business Web App user (provides his display name)
30 Entry/Exit Announcements (2 of 2)20337B Entry/Exit Announcements (2 of 2) 4: Voice Applications Controlled by Admin - Entry/exit announcements configuration: Off Beep Name, TTS for known users or Recording for unauthenticated users Organizer: Turns announcements on/off at scheduled time for non-default meetings Presenter: Turns announcements on/off during the meeting The announcement behavior can be controlled by: The Administrator: Entry/exit announcements configuration Off Beep Name, TTS for known users or Recording for unauthenticated users The Meeting Organizer: Turns announcements on/off at schedule time for non-default meetings The Presenter: Turns announcements on/off during the meeting Set-CsDialInConferencingConfiguration -Identity site:Redmond -EntryExitAnnouncementsType "ToneOnly"
31 Important Settings - Join Experience20337B Important Settings - Join Experience 4: Voice Applications Settings related to the join user experience Default meeting policy (set by administrator, can be changed by user) Lobby bypass for PSTN users (set by user) Discuss the settings related to the join user experience. Discuss the lobby behavior and how meeting policies, meeting setting, and the way a user joins the meeting, affects the behavior: Settings related to the join user experience Default meeting policy (set by admin, can be changed by user) Lobby bypass for PSTN users (set by user) The settings shown in the table on the slide describe the meeting join experience and are related to the Meeting policies. The left column shows the different meeting policies. The right columns show the various join methods/authentication methods.
32 Deploying PSTN Conferencing Services (1 of 2)20337B Deploying PSTN Conferencing Services (1 of 2) 4: Voice Applications Plan additional Direct Inward Dialing (DID) numbers and PSTN trunk capacity for (regional) PSTN access numbers Consider toll free numbers Deploy PSTN gateways or configure SIP trunking Configure access numbers globally or per site: Assign access numbers to conference regions Define primary and additional languages (maximum 4) Configure dial plans with a valid dial-in conferencing region Dial-in conferencing regions associate a dial plan with one or more dial-in access numbers Point out that an effective way of obtaining capacity planning needs for conferencing is to examine the organization’s call and conferencing records over a period of time.
33 Deploying PSTN Conferencing Services (2 of 2)20337B Deploying PSTN Conferencing Services (2 of 2) 4: Voice Applications Configure PIN security settings (complexity, expiration, and so on) Generate PIN and send welcome message by using the PowerShell script (SetCsPinSendCAWelcom .ps1) Enable user for PSTN dial-in (conferencing policy) Optional Configure DTMF commands globally or per site Manage order of access numbers per conference region (PowerShell cmdlet only) Set-CsClientPin -Identity “tailspin\holly" -Pin
34 Managing ConferencingHow many conferences are happening now? Get-CsWindowsService The ability to call all Skype for Business services running on local computer
35 Audio Conferencing Architecture20337B Audio Conferencing Architecture 4: Voice Applications Skype for Business Back-End Server (SQL DB) Skype for Business Front-End Server Focus Web Components (IIS) Audio Video Conferencing Server Conferencing Database Components to touch on: Conferencing Auto Attendant Conference Announcement Service Personal Virtual Assistant Group Virtual Assistant Dial-in conferencing page Explain each of the PSTN conferencing service components. Mention that PVA performs actions only on an individual user. Conference Announcement Service handles announcements that are common to the entire conference. Join Launcher Focus Factory Reach Server IM Conferencing Server Dial-in Conferencing Page Web Conferencing Server Machine Boundary App Sharing Conferencing Server Process Boundary Conference Announcement Service Conference Auto Attendant Web Application Personal Virtual Assistant Audio Conferencing Group Virtual Assistant
36 Multi-Language Support20337B Multi-Language Support 4: Voice Applications Caller 1 joins and requests English Voice Applications Conference Announcement Service Explain the points relating to the dial-in experience and the in-meeting experience. Languages are configured on the contact object through PowerShell. Note the dial-out language and how it is determined. Explain multi-language support about how the virtual voice applications are generated. Describe the scenario where you have three callers calling from three different locations (two callers in the U.S. and one caller in Germany). English Caller 2 joins and requests English Group Virtual Assistant (C1/C2) Personal Virtual Assistant (C1) Personal Virtual Assistant (C2) Caller 3 joins and requests German German Group Virtual Assistant (C3) Personal Virtual Assistant (C3)
37 Typical PBX deployments4: Voice Applications Basic PBX features (Basic Hunt Group) Add-on ACD solution Fully featured Additional licensing costs Dedicated ACD High scale High additional costs Describe the content on the slide and introduce the functionality present in most legacy PBX systems. The upper row represents the various PBX components that provide the features. The middle row represents the various features that are available. The lower row represents the typical use cases for those features. Note that the Departmental Solutions bucket is where RGS is focused. On the next slide, you will see where the RGS is positioned. Basic hunt groups Agent sign-in/sign-out Various hunting methods MoH Business hours Basic CDRs Supervisor Live views Advanced CDRs High scale High availability Advanced CDRs Interoperable with LoB applications Departmental solutions Internal Help desks, Small Call Centers Large Call Centers
38 Response Group Features20337B Response Group Features 4: Voice Applications Interactive Voice Response (IVR) Call queuing Routing Agent-side user experience Infrastructure Provide a brief overview of features. Most of them will be discussed in more detail on the next slides. Every user who is a Skype for Business user can be a target for the Response Group. Refer to the screenshot on the slide to discuss an example of call context on incoming calls—where agent sees the options selected by the caller during an IVR.
39 Positioning Skype for Business Response Groups4: Voice Applications Basic PBX features (Basic Hunt Group) Add-on ACD solution Fully featured Additional licensing costs Dedicated ACD High scale High additional costs Introduction slide. Do not discuss in detail. Slide shows where the RGS fits into the Automatic Call Distribution (ACD) picture by listing the various features that are available. Clearly outline the target for Skype for Business Response Group Services: Skype for Business is for small departmental solutions. Do not consider RGS for anything beyond small/departmental scenarios. Provide a brief overview of RGS offered by Skype for Business. More detail is provided in the next slides. Hunt groups and basic IVRs. Easy configurable Voice Response system (“press 1. for Admin, 2. for Sales”). Integration with Skype for Business presence. For example, if the presence is set to DND, the agent will not receive calls. Agent anonymity. Calling from the Help desk, instead of from Bob or Alice. Announcements (unassigned numbers). Speech recognition and TTS. Configuring IVR incorporates speech recognition (“say one for sales”) and question can either be pre-recorded or use text-to-speech. Music on Hold. Basic CDRs. Response Group Service Hunt groups and basic IVRs Integration with Skype for Business presence Agent anonymity Announcements (unassigned numbers) Speech recognition and TTS Music on Hold Basic CDRs Supervisor Live views Advanced CDRs High scale High availability Advanced CDRs Interop with LoB apps Internal Help desks, Small Call Centers Large Call Centers
40 Response Group Service (RGS) enhancementsRGS has been enhanced to improve scalability in Skype for Business Server RGS Agent Group: 800 IVR group: 400 Agents per pool: 2,400
41 Response Group Management20337B Response Group Management 4: Voice Applications An 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 the response groups from the administrator The scope of a Response Group Manager is at a workflow level A Manager cannot see or modify response groups for which he or she is not a Manager
42 Managed and Unmanaged Response Groups20337B Managed and Unmanaged Response Groups 4: Voice Applications Administrator(s) Manager 1 Manager 2 Discuss the difference between managed and unmanaged Response Groups. Emphasize: Delegation is only available for Managed groups. If a group is managed, queues cannot be shared. Also clarify the difference between managed and unmanaged Response Groups (RG). If an RG is managed, queues are unique to one specific workflow/RG. In an unmanaged RG, queues can be shared. Work Flow Work Flow Work Flow Work Flow Managed Managed Unmanaged Unmanaged Queue Queue Queue Queue Queue Agent Group Agent Group Agent Group Agent Group Agent Group
43 Response Group Building Blocks4: Voice Applications Agents Target for incoming calls Enterprise Voice user(s) Not a specific RGS object Member of one or more Groups Groups Ordered list of agents or Exchange Distribution Groups Membership can be formal or informal Uses predefined routing methods Added to one or more queues User 1 answered the last call User 2 is the 3rd longest idle User 3 is the 2nd longest idle User 4 is the longest idle Introduce the different building blocks for Response –Groups—agents and groups. The next topic goes into more detail on formal versus informal user groups. Introduce the scenario on the slide to further explain the different routing methods. Note the Presence icon (Busy vs. Available). Note who answered the last call and who is idle. Discuss the different routing methods and how they impact call distribution to agents. Talk about Attendant ring; it ignores Presence state and offers the call to all agents. For switchboard operator using the Attendant Client. The Attendant client will show all calls, and the operator can prioritize by selecting calls in the queue. Talk about the difference between the other routing methods. You should note that for Parallel Ring, Round Robin and Serial User 3 was skipped because they are currently busy. Routing Method Attendant Ring—1, 2, 3 all at the same time Parallel Ring—1 and 2 at the same time (as 3 is in a call) Longest Idle—Ring 4, wait 30 seconds, Ring 1, wait 30 seconds, Ring 2, and so on Round Robin—Ring 2, wait 30 seconds, Ring 4, wait 30 seconds, Ring 1, and so on Serial—Always Ring 1, wait 30 seconds, Ring 2, wait 30 seconds, Ring 4, and so on
44 Formal vs. Informal User Groups20337B Formal vs. Informal User Groups 4: Voice Applications Informal User Group membership User signs in to the Skype for Business client User is automatically available as an active agent Formal User Group membership User must sign in again to become an active agent
45 Holds call until agent pickup Serviced by one or many groupsConfiguring Queues 4: Voice Applications Queues Holds call until agent pickup Serviced by one or many groups Follows each group’s routing sequence Various configuration options Queue Overflow Action Queue Timeout Action Custom Prompts Target for a Workflow Next building block for RGS: Queues We need to configure queues before workflows.
46 Configuring Workflows20337B Configuring Workflows 4: Voice Applications
47 Sample RGS Scenario - Operator20337B Sample RGS Scenario - Operator 4: Voice Applications Discuss the different (switchboard) operator scenarios; each scenario builds on the previous. Classic Operator Operator with Fallback Operator with Fallback and After-Hours Service
48 Deploying Response Groups20337B Deploying Response Groups 4: Voice Applications Define agent groups Skype for Business Control Panel) Discuss a typical deployment cycle for Response Groups. Define agent groups Skype for Business Control Panel) Define the workflow (RGS Web Page)
49 RGS Call Flow and Agent Anonymity20337B RGS Call Flow and Agent Anonymity 4: Voice Applications Ringing RGS Alice calls a Response Group Call flows differ depending on Agent anonymization Initial call is always targeted at the Response Group Caller Alice Discuss the RGS call flow with Agent anonymity: Incoming call from Alice to the Response Group. The workflow determines which group will service the incoming call. The group determines if Agents are to be anonymous.
50 RGS Call Flow and Agent Anonymity (1 of 4)20337B RGS Call Flow and Agent Anonymity (1 of 4) 4: Voice Applications Alice calls a Response Group Call flows differ depending on Agent anonymization Initial call is always targeted at the Response Group Ringing RGS Discuss the RGS call flow with Agent anonymity. Incoming call from Alice to the Response Group. The workflow determines which group will service the incoming call. The group determines if Agents are to be anonymous.
51 RGS Call Flow and Agent Anonymity (2 of 4)20337B RGS Call Flow and Agent Anonymity (2 of 4) 4: Voice Applications Alice calls a Response Group Call flows differ depending on Agent anonymization Initial call is always targeted at the Response Group Ringing RGS One or more agents are alerted depending on the availability of agents and the routing settings.
52 RGS Call Flow and Agent Anonymity (3 of 4)20337B RGS Call Flow and Agent Anonymity (3 of 4) 4: Voice Applications Ringing RGS Alice calls a Response Group Call flows differ depending on Agent anonymization Initial call is always targeted at the Response Group Caller Alice If anonymization is disabled, the Response Group Service is removed from the call and Alice directly connects to Bob.
53 RGS Call Flow and Agent Anonymity (4 of 4)20337B RGS Call Flow and Agent Anonymity (4 of 4) 4: Voice Applications Ringing RGS Alice calls a Response Group Call flows differ depending on Agent anonymization Initial call is always targeted at the Response Group Caller Alice If anonymization is enabled, the Response Group Service will stay in the call and Alice does not directly connect to Bob. Established Ringing RGS RGS alerts one or more agents Caller Alice Agent Bob No agent anonymization: Agent anonymization: Agent answers Alice connects directly RGS no longer part of the call Agent answers Alice remains connected through RGS Agent is hidden (anonymous) Established Established Established RGS Caller Alice Agent Bob Agent Bob Caller Alice
54 Group Call Pickup FeatureAdded in February 2013 Cumulative Update for Lync 2013 Allows any user to pickup calls for their colleagues using their own phones A user can be a member of only one call pickup group. Leverages Call Park application Similar to, but different from Team Call
55 Group Call Pickup Feature - PlanningComponents Used Application service Call Park application Skype for Business Server Management Shell SEFAUtil Resource Kit Utility Clients Skype for Business, Lync 2013, 2010, Phone Edition User must be homed on Skype for Business or Lync 2013 Pool with Feb 2013 CU Users can only be a member of one call pickup group DR requires admin to repoint orbits
56 Group Call Pickup – Capacity PlanningMetric Per Front End pool (with 8 Front End Servers) Per Standard Edition server Recommended number of users per group 50 Recommended number of groups 500 60 Maximum number of users per pool enabled for Group Call Pickup 25,000 3,000 Maximum rate of incoming calls to total users enabled for Group Call Pickup per pool per minute Maximum rate of calls retrieved by users with Group Call Pickup per pool per minute 200 25
57 Group Call Pickup - DeploymentSEFAUtil (dedicated server) $Site=Get-CsSite –Identity Datacenter1 New-CsTrustedApplicationPool -Identity "dirsync.Litwareinc.com" - Registrar "litwarepool.litwareinc.com" -Site $Site.SiteID New-CsTrustedApplication –ApplicationId "sefautil" – TrustedApplicationPoolFqdn “server.litwareinc.com" -Port 7000 Enable-CsTopology Configure Call Pickup Number Ranges New-CsCallParkOrbit -Identity "Redmond Call Pickup" - NumberRangeStart *100 -NumberRangeEnd *199 -CallParkService litwarepool.litwareinc.com -Type GroupPickup Assign Call Pickup Number to Users SEFAtuil.exe /server:pool.contoso.com /enablegrouppickup:*100 Notify Users (out of band)
58 Group Call Pickup – Call Flow
59