Hosted Lync Creating a Call Group or IVR menu
This article will show you how to configure a Call Group in Hosted Lync to manage your incoming calls. The feature allows you to divert incoming calls to appropriate team member(s) in the form of User Groups - think of it like a virtual receptionist.
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Important things to note about Call Group
- Call Group will route incoming calls to a Lync user regardless of their status (e.g. Do Not Disturb). It will also override any Call Forward or Simultaneous Ring settings. If a call routes to a user who is set to "Do Not Disturb", the Lync user will not be notified of the call, and your caller will be stuck listening to the hold music. For this reason, we recommend that members of a Call Group are made aware of their call-taking responsibilities and they do not use the "Do Not Disturb" status.
- Mobile devices do not currently work with Call Groups. Calls may only be answered from a computer or a Deskphone.
- You cannot create a rule to forward calls to Voicemail except when calls arrive outside business hours.
- If you receive a call to your Call Group number and you click "Ignore", the caller will not be aware of this and will be stuck listening to the hold music. Always remember to answer the call first and then put them on hold. Learn how to disable the incoming call sound on your computer.
- Call Group will ring all members of the User Group simultaneously. Routing types such as "round robin" or "longest idle" are not available.
How to create a Call Group
- Log in to your Hosting Control Panel with your username and password.
- On the Dashboard (Home tab) locate the Lync section and then click Manage.
Please note: If you don't see the Lync section on the Dashboard, select your Hosted Microsoft Services subscription from the drop down menu at the top right of the page.
- Select the Call Groups tab and then click Add New Call Group.
- Enter a Title for your Call Group.
- Choose an available number - this will be the primary line customers will call to be answered by someone in the Call Group.
- Next, choose an Action to perform when a customer calls that number. Your two options will be to forward the call to a Call Group, or to play a voice prompt.
- If you choose to play a voice prompt, you'll be asked to upload an audio file (recommended), or use the "Text to Speech" option.
Please note: Audio files must be in .WAV or .WMA format and may not be larger than 4MB in size.
- If you choose "Text to Speech", you'll need to type your text in the box provided and the text will be automatically converted into speech using basic voice generation software.
Please note:this option is recommended for testing purposes only. It may not accurately interpret certain words, names and places. Rather than the robot, we recommend uploading an audio file of a real person speaking.
- Once you have made your selections, click OK.
- After creating a voice prompt, you'll need to set what happens when a user presses a certain key on their phone's keypad (e.g. pressing 1 will transfer them to Sales). This is known as an IVR menu. Just like before, you can choose to forward the call to a specific Call Group, or you can add another voice prompt to create a second level menu, such as the example below.
- After creating your voice prompt(s) and key actions, you'll need to choose which User Group the incoming calls will be routed to, depending on their IVR menu selections. A group may consist of one, some or all of the employees in your organisation. Users can be members of more than one group.
Please note: Only Lync 3 users may be added to a Call Group. Please ensure that any user that you add here has logged into Lync at least once (either from their desktop or mobile client) and that you have made and received a call to them successfully before adding them to a User Group.
- If you've created a User Group that you're not happy with, please see Removing User Groups.
- Once you're happy with your selections, click OK. Your changes make take up to 15 minutes to apply.
- A finished Call Group may look like the example below: