Lync, Call Transferring, I can't transfer calls, agent anonymity work around

I can't transfer calls from our response group in Lync. I can't transfer calls to voicemail.

Some response groups are set up with Agent Anonymity so that other Lync callers cannot see the actual user that picks up phone calls to a response group line. This only matters for University callers on Lync 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
Some Lync features and services are limited or unavailable while Agent Anonymity is enabled. These include transfers to other response groups, call recording, application or desktop sharing, transfer to voicemail, file transfer, whiteboard/data collaboration, conferencing, and some transfer methods (Consultative/Merge). Use of these features compromises the efforts to protect agent identity. Department/unit managers should carefully consider the pros and cons of these features before requesting Agent Anonymity for their team. You may also consider using role-based accounts, as described in the next paragraph.

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.









Keywords:lync transfer agent anonymity Skype for Business   Doc ID:34181
Owner:Lync M.Group:University of Illinois Technology Services
Created:2013-10-04 13:27 CDTUpdated:2017-04-18 14:45 CDT
Sites:University of Illinois Technology Services
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