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Dynamic Caller ID suppression / Change RRS feed

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    Hi,

    I am about to implement a solution for the below problem, but would like to know if there is an easier way to achieve my goal;

    Anyone currently calling out to the PSTN from our Lync environment has their own Direct Number shown as the caller ID, this is fine. Sometimes however, a caller would prefer that the caller ID be that of a specific response group. This needs to be something that the use can decide on a call by call basis, essentially allowing them to choose between their own number being displayed, or the number of the department they work in (response group number).

    The way I will be doing this unless someone can help me otherwise;

    My plan is to use a prefix in order to identify the need for response group caller ID instead of personal DID (lets say 22 for example). I create a new dial plan entry that takes any number starting with 22 and puts a + in front of it. I make sure that this number is routed to the AudioCodes gateway as other numbers are. I use number manipulation on the gateway to completely replace the entire caller ID string (+22###########)  and substitute it with the preferred response group number.

    Naturally I'll need to select something that won't conflict with country calling codes, but if someone is able to provide a Lync side solution to achieve the same result that'd be grand. It's the dynamic nature of the requirement that's a problem as the called number could be different each time.

    Kind regards
    Ben

    Sunday, March 2, 2014 7:59 PM

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    Ahh, Ken has a writeup for 2010, but it's the same for 2013: http://ucken.blogspot.com/2010/11/changes-in-lync-response-groups.html  Search for "Another interesting new feature is the ability for members of anonymous response groups to make calls anonymously". 

    Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question please click "Mark As Answer". SWC Unified Communications


    Tuesday, March 4, 2014 4:29 PM
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    If you set the Response Group Workflow to Anonymous (click the Enable agent anonymity box), the callers should be able to choose for each individual call whether to make their caller ID appear as themselves, or the response group.  This is similar to delegate calling, you can make the outbound call from and admin look like the boss's number.

    The trick is that Lync Phone Edition doesn't have this functionality, so you'll either need to make the call from a desktop client or maybe the Polycom VVX500 can do this as well.

    I say maybe because I know that the VVX500 can make an outbound call on behalf of a delegate user without the need for a soft client.  I'm not sure if this is possible for a response group, but if not, you could always create a dummy account and set the user as a delegate. 

    The other benefit to the VVX500 is that if they're recipients of response group calls, they won't have that 2 beep delay during connecting, it appears to connect a response group call immediately unlike Lync Phone Edition phones.

    Hopefully I understood the issue.

    Edit:  I like the prefixing trick, that's clever.

    Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question please click "Mark As Answer". SWC Unified Communications



    Tuesday, March 4, 2014 4:23 PM

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    Lync Server 2013 provides a way to manipulate the caller ID for outbound calls. For example, if an organization wants to mask employees’ direct-dial extensions and replace them with the generic corporate or departmental number, an administrator can do that by using Lync Server Control Panel to suppress the caller ID and replace it with a specified alternative caller ID.

    For the details, you can check http://technet.microsoft.com/en-us/library/gg398898.aspx

    Lisa Zheng
    TechNet Community Support

    Tuesday, March 4, 2014 8:45 AM
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    Thanks Lisa, I'm not sure you have understood the requirements correctly;

    "This needs to be something that the use can decide on a call by call basis, essentially allowing them to choose between their own number being displayed, or the number of the department they work in (response group number)."

    Although I'm going to assume this probably can't be achieved through Lync alone given the lack of responses =)

    Tuesday, March 4, 2014 9:06 AM
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    If you set the Response Group Workflow to Anonymous (click the Enable agent anonymity box), the callers should be able to choose for each individual call whether to make their caller ID appear as themselves, or the response group.  This is similar to delegate calling, you can make the outbound call from and admin look like the boss's number.

    The trick is that Lync Phone Edition doesn't have this functionality, so you'll either need to make the call from a desktop client or maybe the Polycom VVX500 can do this as well.

    I say maybe because I know that the VVX500 can make an outbound call on behalf of a delegate user without the need for a soft client.  I'm not sure if this is possible for a response group, but if not, you could always create a dummy account and set the user as a delegate. 

    The other benefit to the VVX500 is that if they're recipients of response group calls, they won't have that 2 beep delay during connecting, it appears to connect a response group call immediately unlike Lync Phone Edition phones.

    Hopefully I understood the issue.

    Edit:  I like the prefixing trick, that's clever.

    Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question please click "Mark As Answer". SWC Unified Communications



    Tuesday, March 4, 2014 4:23 PM
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    Ahh, Ken has a writeup for 2010, but it's the same for 2013: http://ucken.blogspot.com/2010/11/changes-in-lync-response-groups.html  Search for "Another interesting new feature is the ability for members of anonymous response groups to make calls anonymously". 

    Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question please click "Mark As Answer". SWC Unified Communications


    Tuesday, March 4, 2014 4:29 PM
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    Did you get a chance to play with it yet?

    Please remember, if you see a post that helped you please click "Vote As Helpful" and if it answered your question please click "Mark As Answer". SWC Unified Communications

    Tuesday, March 4, 2014 8:00 PM
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    Thanks, proud to say I didn't even know that feature existed!

    Tuesday, March 4, 2014 8:05 PM