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Busy On Busy Options For Microsoft Lync

Busy On Busy Options For Microsoft Lync

First, “What is Busy on Busy for Lync?”. This is an Add-on feature for Lync to suppress incoming call alerts when you are already on a call. Both the audible alert and the toast (pop-up window) gets suppressed so you are not disturbed. Not all Busy on Busy options for Lync are the same, we will discuss some key areas in this article.

Some 3rd party add-ons only suppress the incoming call when you are already connected on a call. But, what happens if you are in the middle of dialing a call and the person has not yet answered? In this case, the second inbound call would interrupt you. Our solution, FonComFort, is currently the only Busy of Busy solution that will also suppress inbound calls when you are dialing, but have not yet established the call. Other 3rd party options will allow the call through causing an interruption.

In addition, what happens if you want to send a true busy on busy, a ‘network busy’, that prevents the caller from getting a connect charge? This is a powerful feature that is needed in some European countries. If this feature is required you need to look at FonComfort suite which offers this functionality. When selected, a true busy signal is sent back to the caller and he will not incur a charge.

Enabled

Standard Lync behavior: multiple calls

Suppressed

Call is treated like unanswered calls

Busy-on-Busy

True disconnect with busy tone

Busy on Busy Comparison Chart
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Call Pickup Options For Lync

What Call pickup options are available for Lync?

There are several options available to answer calls for other Lync users. Some are built-in to Lync while others are available through 3rd party developers. Where one call pickup option works for some users it is not functional for others. For example, some people are okay with Blind pickup (i.e. picking up a ringing call as a member of a pickup group) while many people want to pick up a call ringing for a specific person – like for a team member or boss.

Here are some of the options:

Blind Call Pickup – This call pickup method allows you to pick up a ringing call for a response group member. So when a call is coming in to anyone within the pickup group you will be able to answer the call by dialing the pickup code or pickup contact. With 3rd party tools for Blind Call Pickup this can be achieved by using hot-keys or configurable dial strings (*31) for hard phone users.

Call Pickup for a Specific User – This functionality is not in Lync today. However, 3rd party add-on developers can provide this capability. FonComfort has tools allowing administrators to pick up for calls for their boss, or for team members to answer each other’s calls. Users will see a ‘ringing’ presence state within the Lync window when a call is ringing and can then answer the call with a single right click on the ringing contact.

1-Click Call pick up – For administrators dealing with numerous calls and needing to quickly transfer those calls to others may find an add-on called, QuickLink to be an option. The dashboard shows a list of people which is selectable by the user so it visually easier to see who is receiving a call (also shows who is calling) and then with a single click can answer it. Once on the call, with 1-click it can be transferred to someone else. This greatly improves call handling efficiency and productivity.

Video Demonstration of FonComfort

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