Skype for Business, Private Lines

On this page, you can find University-specific documentation about how to install and use voice over IP devices (VoIP phones) with Unified Communications systems.


Overview

Several campus users have private lines that only a select few know. These numbers are used to reach the individual users directly, bypassing any administrative assistants who field their calls on their published numbers. Lync has the ability to give users a second, private line in addition to their primary line.

In order to start using your new UC Voice services, you have to be enabled with a Lync account. Find out about your account status at My UC. Log in with your NetID and AD password. If you can log in to the web interface, you'll see information about your account status, including whether or not you are Lync enabled and what your primary and private Lync phone numbers are, and if applicable, your temporary Lync phone number.

If you can't log in to this interface, you can contact the Technology Services Help Desk for assistance in learning your account status and temporary number.

Terminology

  • Published number: Self-reported phone number via Nessie. This number is visible in Illinois Directory.
  • Primary number: Unique phone number assigned to a Lync-enabled user during activation. This may or may not be the same as the published number
  • Private number: Unique phone number assigned to a Lync-enabled user as a private line
  • Temporary number: Used for receiving calls exclusively on Lync during bridge period. During bridge period, all existing campus numbers (217-332, 217-333, 217-244 & 217-265) are still "owned" by Centrex. They will be "owned" by Lync after they are ported (scheduled May/June 2012)

General Characteristics of Private Lines

  • A user can have only one private line
  • A user with a private line has only one voice mailbox and receives missed call notifications at a single email address
  • A user with a private line does not have a second SIP address, and a second, private line does not give a user a second presence on the network (such as a second instant messaging identity)
  • A user cannot call forward their private line
  • When simultaneous ringing is enabled on a user's primary line, it is also enabled on the private line
  • Calls to the private line always ring through; they do not follow "do not disturb" rules
  • Private lines are inbound only and cannot be used to make outgoing calls. Outbound calls display the user's primary number as caller ID to an external called party. Internal Lync users see the user's name
  • After a user answers a call on a private line, the call is treated the same as a call on the user's primary line. For example, if a user who receives a call on a private line forwards the call or invites others to a conference call, the user's name appears in Lync, and the telephone number of the user's primary line appears in caller ID
  • Calls from a Lync conference to the private line will not have a private-line indication in the incoming system notification

Suggested Configuration

A user with a private line would configure the following in Lync

  1. Add their administrative assistant(s) as their delegate(s). This can be done via Windows Lync client under Tools -> Call Forwarding -> Edit my delegate members
  2. Configure Lync to forward calls to their delegate(s)

Configuration Behavior

  • Lync calls from another user rings the delegate(s)
  • Lync calls from a delegate rings the user
  • Transfers from a delegate rings the user
  • If published number is different from primary number, calls to the published number rings where it is configured, not the user
  • If published number is the same as the primary number, then calls to the published number rings the delegates
  • Calls to the private number (Lync calls or otherwise) rings the user
    • On Windows Lync client and IP phones, there is indication that its an incoming call to the private line. Mac Lync client shows the call as a regular incoming call
  • Lync calls from the user's "Friends and Family" privacy relationship rings the user
    • Privacy relationships can only be set from a Windows Lync client
  • The user gets an email notification when a delegate answers their call, unless this option is disabled by the user
    • disabling this option also disables missed call notifications for calls presented to the user
    • Notification contains who called and who answered their call
  • Unanswered calls go to the user's voice mail, irrespective of whether it was presented to the delegate or user
    • Voice mail messages are delivered to the user's email
    • If no voice mail is recorded, the user gets a missed call notification via email (unless this option is disabled by the user)
  • Outbound calls display the user's primary number as caller ID to an external called party. Internal Lync users see the user's name
  • Video call invitations follow audio call invitation behavior
  • User's presence status is visible to all campus Lync users
  • Instant Messages (IMs) from any campus Lync user are presented to the user, unless the user is in "do not disturb" presence state
    • Even in "do not disturb" presence state, the user can still receive IM invitations from other users who are part of the "Workgroup" privacy relationship
    • Ignored messages are sent to the user via email as a "missed conversation", unless this option is disabled by the user
    • If a user never wants to receive IMs, they can use only an IP phone and not log into a desktop client. Their presence to other users will be <status> - No IM

Use Cases

User has a private (unpublished) number and ALL calls are screened by administrative assistants

  • Scenario
    Published number 217-244-1234
    (Unpublished) Primary number 217-265-1234
    Temporary number 217-305-1234
    • The user only receives calls/transfers from their administrative assistants (delegates)
    • 217-244-1234 is either their administrative assistants or departmental/unit/office main line
  • Lync setup
    • 217-265-1234 can be configured as their primary number. No need for a private line
    • Since the user's primary number is different from their published number, their primary number is not visible in the Lync address book
    • User sets up delegates in Lync and call forwards all calls from Lync to their delegates
    • User sets up Centrex call forwarding (needed during bridge period to receive all calls on Lync). Call forwards 217-265-1234 -> 217-305-1234
    • ALL incoming calls ring the delegates. Only the delegates can call and transfer calls to the user
    • When the user makes an outbound call from Lync, 217-265-1234 is displayed as caller ID. Callbacks to that number should ring the delegates

User has a private (unpublished) number and MOST calls are screened by administrative assistants

  • Scenario
    Published number 217-244-1234
    Private (unpublished) number 217-265-1234
    Primary number 217-300-1234
    Temporary number 217-305-1234
    • The user receives calls/transfers from their administrative assistants (delegates) and from a select list of individuals who know the private number 217-265-1234
    • 217-244-1234 is either their administrative assistants or departmental/unit/office main line
  • Lync setup
    • 217-265-1234 can be configured as their private line in Lync
    • Since Lync requires a unique primary number for each account, the user will be assigned a new primary number in the new campus prefix 217-300. Example 217-300-1234
    • 217-300-1234 would be visible in the Lync address book on that user's contact card
    • User sets up delegates in Lync and call forwards all calls from Lync to their delegates
    • User sets up Centrex call forwarding (needed during bridge period to receive all calls on Lync). Call forwards 217-265-1234 -> 217-305-1234
    • All incoming calls to 217-300-1234 will ring the delegates
    • All incoming calls to 217-244-1234 will ring wherever its configured - either the administrative assistants or departmental/unit/office front desk - NOT the user
    • All incoming calls to 217-265-1234 will ring the user directly
    • When the user makes an outbound call from Lync, 217-300-1234 is displayed as caller ID. Callbacks to that number should ring the delegates



Keywords:lync, lync 2010, private lines, private, privacy, numbers, myuc, temporary phone number, published, primary, voice mail, sip, simultaneously ring, do not disturb, notification, delegate, video, audio, invitation, instant message, im, administrative assistant, address book, account   Doc ID:50756
Owner:Lync M.Group:University of Illinois Technology Services
Created:2015-04-22 08:53 CSTUpdated:2016-12-19 15:53 CST
Sites:University of Illinois Technology Services
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