AudioCodes Boss Admin Feature

This post demonstrates the use of the Boss Admin Feature with AudioCodes 420HD and 440HD

 

SETUP

To use Boss/Admin or Delegates in Lync 2013 and Skype for Business (SfB) you must first setup the feature in the SfB Client.

  • On the Boss Account login to the SfB client go to tools -> Options
  • In the Call Handling section enable Simultaneous Ring and choose My Delegates028345fe9b
  • The call forwarding – Delegates box will pop up and allow you to add the new Admin
  • Click Add -> Choose your Delegates(Admins) and click OK

In my case Test Account 4 is the Boss and Test Account 5 is the Admin

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  • Click ok in SfB Options

 

Immediately after pressing OK the Appearance will show on the phones.  Depending on which phone the user has will determine what view they will get.  It is recommended to use an Audio Codes 440HD.

AudioCodes Phone Views

Boss Phone view of Admin Line (Alan is the Boss and Mike D is the Admin

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Boss Phone multiple Admins (Alan is the Boss and Mike and Brad are the Admins)

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Admin Phone viewing Boss Line (Mike is the Admin for Allan)

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***Notice the icon is different on the Boss phone and the Admin phone***

 

Usage

Call Status Monitoring

 

In this Audio Codes 440HD the status indicator changes, however no additional information of “in a call” is shown.

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Inbound Calls

  • On the AudioCodes phones the Boss will be informed the call is ringing on the Delegate phone and the Delegate will be informed the call is for the boss.7d20140acc

 

  • When the call is answered the other Boss and/or Delegates (multiple delegates) will be notified of who answered the call.
  • If the call is answered by the Delegate and the call needs to be transferred to the Boss, AudioCodes phone support the transfer feature.
  • The last feature that can be used is call on behalf, this gives the delegates (Admins) the ability to place calls from the Boss phone number.

 

 

New Consult Transfer in SFB 2016 Client

This week I noticed a new icon in my Skype for Business client, consult transfer.  This is a major step and somewhat of a sticking point for clients.

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Prior to this new update to the client the only way to do a consultative transfer from your Skype/Lync client was to use IM.  In most cases trying to explain to a client that you could simply IM the person you want to consult with was difficult.  There were/are many objections to this method even though you have presence and can see if someone is available or not.

Now with consult you can remove that sticking point.  To use simply answer a call hit consult and now you put the first caller on hold while making the call to the second person.

Step 1 – Press Consult  and enter the name or phone number of the person you are transferring to.

d8ae772ff1  and at the bottom right select consult dd4c6954e9

Step 2 – The person you are doing the consult transfer to answer and you have two call windows.  The original caller is placed on hold while the consult transfer conversation is occurring.

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Step 3 – The consulted person accepts the call, you need to press the transfer key.  But where is it?  You’ll find it in the upper right corner of the active call window.  7014a69e1f

You’ll get a notification the transfer was successful

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Step 3 – Alternative.  The consulted person does not want to accept the call.  Just use the “Back to Call” acf3eed4f3next to the transfer button to hang up and return back to the original call.  At that point you could do a conventional transfer to voicemail or take a message.

How do get it if the icon is not showing up in your client?

If you are not running the Office 365 Office 2016 client to run client you will likely not see this new option.  The latest available update for the MSI version of Office 2016 the February 2017 update.  This update does not show the consult option being added.

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Furthermore, looking at my client, running CTR is

If you want the option you’ll want to switch to click to run and make sure you set your updates correctly.