Call Management Features in Lync 2010
Some features of Call Management in Lync 2010 include Call Parking, Response Groups, Anonymous Call Handling and Attendant Routing.
- Call Parking
Call Parking is the capability to place a call on hold from on location and pick it up from different location. As the name implies, temporally parking the call. An example is where areceptionist receives a call for a given employee and is able to park the call on an extension and page/announce the employee to pick it up. Features include: simple park experience, retrieve from analog and common area phones, retrieved calls return to user.
- Response Groups in Lync 2010
Response Groups allow multiple endpoints to allow a call to a single point of contact. Help desk phone number is a perfect example of this. It allows multiple phones to ring until someone picks it up.
- Anonymous Call Handling
When a response group is configured, members can accept calls and initiate calls on behalf of the group in anonymous mode. In this case, callers do not know the direct extension of a receiver.
- Attendant Routing
Attendant Routing is a new method that allows all members of a response group to receive calls to the group regardless of the presence status. This feature also allows the attendant to see all calls in queue and allow picking up the call in any order.