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Ringing assistants and routing voice mail RRS feed

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    Environment: Lync Server 2010 CU2, Nortel CS1000, AudioCodes M1K, Exchange 2010 SP1

    We have an interesting (but probably not uncommon) requirement...

    We have a number of executives with assistants and the way their phone works is:

    1. The executive's phone rings 4 times.
    2. If the executive does not answer then the call is routed to the assistant.
    3. If the assistant does not answer then the call is routed to the executive's voicemail.

    This is possible in our Nortel CS1000 because it can handle 3 hops and keeps track of the original number called.  What we are trying to figure out is how do we provide this same functionality with UM?  Most of these people will not get Lync Enterprise Voice right away so we need to figure out for both Lync and non Lync calls.

    We are going to test with UM Auto Attendents and Lync Response Groups to see what we can come up with but has anyone encountered something similar?

    Thanks.

    Thursday, December 15, 2011 6:37 PM

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    Don't use a Response Group - I personally think that's not needed.

    For the boss (and assistant) that's enabled for EV on Lync, set up his assistant as a Delegate within the Lync client.  Then have him turn on Simulatenously Ring and select his delegates.  Now calls will simulatenously ring the boss's phone and the assistant.

    To further customize it, you can select at what point the call begins ringing the delegate.  It could be at the same time or delayed by 5, 10 or 15 seconds.  Likewise you can also customize it so that the call does not go to the boss's voicemail until a specified amount.  By default calls go to voicemail after 20 seconds of ringing.  You can change that value in increments of 5 all the way up to 60 seconds.  Using a combination of those settings, you can definitely replicate what you are asking for.

    For non EV Lync users, it might be a bit more difficult.  You can set a personal operator extension for a user in Exchange UM (http://technet.microsoft.com/en-us/library/bb232167.aspx), but that only forwards the call if the caller presses "0" when the voicemail message is played.  You might be able to use a voice mail call answering rule in Exchange (http://technet.microsoft.com/en-us/library/dd335138.aspx), but again this only comes into play AFTER the call reaches the user's voice mail.  I don't believe this will completely satisfy your requirements, but it's at least a start.

    Trevor
    • Marked as answer by MacGeever Thursday, February 16, 2012 3:12 PM
    Friday, January 6, 2012 6:45 PM

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    Hi,

    RGS Hunt group is the answer for your scenario. i had the same requirement and RGS did the work.

     

    Thamara. MCTS, MCITP Ent Admin, Specialized in U.C Voice OCS 2007 R2
    • Proposed as answer by Sean_Xiao Monday, December 19, 2011 9:31 AM
    • Marked as answer by Sean_Xiao Friday, December 23, 2011 1:22 AM
    • Unmarked as answer by MacGeever Wednesday, January 4, 2012 7:10 PM
    Friday, December 16, 2011 2:21 AM
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    That is fine if users are enterprise voice enabled but as I mentioned, most will not be right away.  So did you handle this with non enterprise voice enabled users?  Their voicemail would be in UM but they would still have "traditional" phones.

    Thanks.

    Wednesday, January 4, 2012 7:11 PM
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    Don't use a Response Group - I personally think that's not needed.

    For the boss (and assistant) that's enabled for EV on Lync, set up his assistant as a Delegate within the Lync client.  Then have him turn on Simulatenously Ring and select his delegates.  Now calls will simulatenously ring the boss's phone and the assistant.

    To further customize it, you can select at what point the call begins ringing the delegate.  It could be at the same time or delayed by 5, 10 or 15 seconds.  Likewise you can also customize it so that the call does not go to the boss's voicemail until a specified amount.  By default calls go to voicemail after 20 seconds of ringing.  You can change that value in increments of 5 all the way up to 60 seconds.  Using a combination of those settings, you can definitely replicate what you are asking for.

    For non EV Lync users, it might be a bit more difficult.  You can set a personal operator extension for a user in Exchange UM (http://technet.microsoft.com/en-us/library/bb232167.aspx), but that only forwards the call if the caller presses "0" when the voicemail message is played.  You might be able to use a voice mail call answering rule in Exchange (http://technet.microsoft.com/en-us/library/dd335138.aspx), but again this only comes into play AFTER the call reaches the user's voice mail.  I don't believe this will completely satisfy your requirements, but it's at least a start.

    Trevor
    • Marked as answer by MacGeever Thursday, February 16, 2012 3:12 PM
    Friday, January 6, 2012 6:45 PM
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    We've played with the OVA features and the Find Me rule looks pretty promising.  You are probably right, a response group is overkill.  It might be appropriate in some situations but in this example I think we are okay with the rules.

    Thanks. 


    • Edited by MacGeever Thursday, February 16, 2012 3:12 PM
    Thursday, February 16, 2012 3:11 PM