UC Help: Non-Person Accounts
On this page you can find University-specific documentation about non-person accounts, used for purposes such as common area phones (CAP), role-based accounts, and response groups that answer multiple calls coming to a particular group or departmental phone line.
Notification prior to Response Group activation
As response groups are configured, Lync users who are part of a response group will get notification on their Windows Lync client that they were added to a response group (see below). To give some indication of when to expect this, Technology Services will notify the affected department's Pinnacle Department Managers when a certain response group is being activated.
Notification after a Response Group activation
Once a Response Group activation is completed, the original requester will be notified.
Changes to configuration
If you need to make changes to an account, please email email@example.com with your changes.
A report is available via Pinnacle that lists all phone numbers by Org ID.
A Response Group routes calls to a certain group of Lync accounts, called agents. Lync accounts can be either a person NetID or a role/resource account, and cannot be a common area account or another response group. There are five call routing methods available:
- Longest Idle: The agent that has been idle the longest is called first.
- Parallel: All agents are called at the same time.
- Round Robin: Calls are distributed evenly by rotating which agent is called first.
- Attendant: Like Parallel, but calls are routed regardless of the agent's Presence. Only Do Not Disturb is acknowledged. Multiple calls are stacked and presented to all agents, even if an agent is on a call.
- Serial: The first agent listed is called first; the rest are then called in sequence. If you choose this method, do not use an AD distribution list, as these lists are generated alphabetically and do no allow you to choose the order in which your agents should be called. Instead, please have a list ready indicating the desired order. This list should be submitted as part of a Pinnacle Request.
Important information about Response Groups
How calls are offered to agents
Agents are offered the call only if their Presence is Available or Inactive. The only exception is Attendant, which will present the call to all agents unless their Presence is Do Not Disturb or Offline.
All agents must be Lync Enterprise enabled. Check MyUC to see if you are Lync Enterprise enabled: under Lync Information - Enterprise Voice Status, the listing will read Enabled.
Order of agents
All routing methods can accept either an individual list of agents or an Active Directory (AD) distribution list. Since there is no way to control/change the order of agents in a distribution list (alphabetical by default), Serial routing should list individual agents in the order they should be called.
Changes to distribution list
Changes to the list of agents in a distribution list could take up to an hour to propagate to Lync.
Agents logging in to Response Groups
If a department requests that agents manually log into Response Groups, agents can either log in using the shortcut from Windows Lync client (see below) or log in at http://uc.illinois.edu/responsegroup.
Otherwise, agents will automatically be logged into their response group(s) as soon as they log into Lync.
Calling out as the Response Group - Agent Anonymity
In some circumstances, it is advisable to protect the identitites of a response group's agents. For example, agents dealing with customer service issues may prefer that a client not have the ability to contact them directly by looking up their name on Lync. A department may request that Agent Anonymity be enabled if the identities of the group's agents need to be protected and the majority of calls coming to a group come from other Lync users (on campus). This feature allows agents to make outbound calls as the response group (i.e., "Help Desk" or "Admissions Office"). The called party will see the name and number for the response group instead of the agent. This feature is only available in the Windows Lync client.
Limitations associated with Agent 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, Blind transfer from an anonymous response group, should result in a successful anonymous call transfer.
Role-based accounts are essentially regular Lync accounts that can be used by undergraduate employees or as a resource account with voicemail. Role-based accounts are hosted on the department’s OU (typically managed by the department IT) in the UOFI AD so departments can manage the account password to log into Lync as the role-based account.
Important information about role-based accounts
Role-based accounts and 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.
If a role-based account requires voicemail, it must have an Exchange mailbox. When the role-based account is voicemail enabled, it will receive a welcome message from Microsoft Outlook that will include a temporary UC Lync Voicemail PIN. You should reset the UC Lync Voicemail PIN by calling the voicemail access number listed in the welcome message.
UC Lync PIN Details
- Minimum PIN length = 6
- Do not use your phone number (either 7-digit or 10-digit) as your PIN
- Cannot use sequential numbers. examples: 123456 or 654321
- Cannot use repeated numbers. examples: 111111 or 666666
- Do not use easily guessable numbers. examples: 123123, 112233, 121212, etc.
- Entering an incorrect PIN 3 times will disconnect the call and the system will reset your UC Lync PIN. The new PIN will be sent to you via email.
- Entering an incorrect UC Lync Voicemail PIN 6 consecutive times will disconnect
the call and lock you out of your voice mailbox. You can unlock your
voice mailbox by resetting voicemail PIN at https://webmail.illinois.edu (see Forgot your UC Lync Voicemail PIN? below).
- Even if your voice mailbox is locked out, you will still be able to receive new voicemail and you can still access your voicemail from preset locations on Windows Lync client or from your email client.
- Forgot your UC Lync Voicemail PIN? You can reset your PIN at https://webmail.illinois.edu.
Logging in to IP phones using role-based accounts
The UC Lync Voicemail PIN of a role-based account cannot be used to log into an IP phone. This requires your UC Lync Conferencing/IP Phone PIN. To set / reset a UC Lync Conferencing/IP Phone PIN, go to https://dialin.uillinois.edu.
User name: UOFI\<role-account-ID>
Trouble logging in as role-based account
If you are having trouble logging in as role-based account, contact your department IT support.
Note to IT Pros: Make sure that the AD account User Principle Name (UPN) domain is @illinois.edu (or @uillinois.edu if it's a UA unit).
Common area phone accounts can only log into IP phones; they cannot be used to log into Windows or Mac Lync clients. Calls to common-area phones cannot be forwarded manually to another number. Common area phone accounts are generally used for conference rooms and other common areas that may or may not be locked. As such, it is recommended that common area phone accounts have the most restrictive dialing policy (NCOS 4 Campus Community Only).
Important information about common area phone accounts
Common area phone accounts cannot have voicemail.
Logging in to IP phones using common area phone accounts
A common area phone account is assigned a PIN during activation based on the data provided by the department. If this PIN does not work or if you forget your common area phone account UC Lync Conferencing/IP Phone PIN, please email firstname.lastname@example.org to reset the PIN.
The common area phone account will always be signed in and can have the option for other users to sign in if the department has requested this feature (it is called "hotdesking"). When a user signs in, it logs out the common area account. This is helpful if the common area account has dialing restrictions and you need to dial long distance, or you are expecting a call to your number and you are not in your office. Once you are done, you can log yourself out and it will automatically log the common area account back in. If you forget, the phone will automatically log you out after five minutes of inactivity and log the common area account in.