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.
Some Skype for Business 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
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.