Skype for Business, Can't transfer calls, agent anonymity work around
I can't transfer calls from our response group in Skype for Business. I can't transfer calls to voicemail.
Some response groups are set up with Agent Anonymity so that other Skype for Business callers cannot see the actual user that picks up phone calls to a response group line. This only matters for University callers on Skype for Business as no one else can see the answers line anyway. It will cause the name of the main line they are using to appear instead of the actual agent's name. However this setting does limit ability to transfer calls. This setting removes the ability to do announced transfers and conference calls.
- Limitations associated with Agent Anonymity
Role-based accounts can be established as a means of protecting employees' personal information. In this instance, a role-based account is created for a department, and is reached via the main number. Calls can be forwarded to a response group and agents assigned as delegates on the role-based account. When a delegate calls out, the number on the display will appear as the main number associated with the role-based account. This process is similar to Agent Anonymity, but does not create the limits on services that can occur with Anonymity.
Microsoft has developed a workaround to address the problem of blind transfers from anonymous response group agents failing to connect. Following the steps in this workaround (external link) should result in a successful anonymous call transfer.