For IT Pros
This page provides Telecom Unit Coordinators guidance in choosing the proper Lync Resource Account.
Types of Lync Resource Accounts
Any line that is not associated with a specific individual is referred to as a Lync Resource Account. There are three types of Resource Accounts, Common Area Phones, Role-Based Account, and Response Groups.
A Common Area Phone (see for a Lync visual diagram) can be used in an area where multiple people can answer incoming calls without logging into a phone or workstation. Common Area Phones are usually found in conference rooms, lobbies, and break rooms. They are also used for courtesy phones and lab phones…anywhere you need a public phone that is not tied to a person or individual account. A Common Area Phone line can ring to phones in different locations.
A Role-Based Account (see for a Lync visual diagram) can be used in the following situations: when individuals who are not eligible for personal Lync accounts need to answer a phone, non-person standalone phones need to be a member of a response group, and/or non-person standalone phones need to have voicemail. Delegates or team calling can be used in conjunction with a Role-Based Account, and voicemail can also be configured for these accounts.
If a non-individual number is not a Common Area Phone or a Role-Based Account then it is a Response Group. With the Response Group application, incoming calls can be routed and queued to designated persons for special purposes, such as customer service, an internal help desk, or general telephone support for a department. From here, calls can be routed one of two ways, through Hunt Groups or Interactive Voice Responses (IVR).
Hunt Groups are when every incoming call is rotated through the group of agents until a free line is found and the caller is connected. The caller may be sent to a different call queue, leave a voicemail, or wait longer, until an agent is available. An Interactive Voice Response (see for a Lync visual diagram) routes calls by using questions and answers. The IVR asks the caller a question that has up to four possible answers, and depending on the caller's response, routes the caller to a queue or asks a second question.
It doesn't matter whether Response Groups are handled through Hunt Groups or IVRs, a Response Group Type will have to be chosen. These types are listed below with a short description as well as a link to a page with more in-depth definitions and visual diagrams.
- Parallel is when all agents with available or inactive presence will be called simultaneously.
- Round-Robin is when the next agent in the list with available or inactive presence will receive the next incoming call. Calls are distributed.
- Serial is when the agent listed first in the group will always receive the next incoming call, unless the agent’s presence is busy, away, or offline, in which case the call will route to agent listed second, and so on.
- Attendant is when all agents, regardless of presence, will be called simultaneously. Agents can select which calls in the queue to answer.
- Longest Idle is when the agent who has the longest available or inactive time will receive the next incoming call.
CITES Service Requests
CITES Service Request Management will only be able to accept requests to change services submitted through a CITES Service Request via Pinnacle. Only Telecom Unit Coordinators are authorized to submit Service Requests.
Tables outlining the required Pinnacle fields for each of the possible telephony related service requests can be found on the Procedure for Submitting Service Requests page. This includes service requests for Lync Individual, Lync Role-based, Lync Common Area, Lync Response Group*, Centrex. Full instructions on placing a Service Request through the Pinnacle Departmental Portal, as well as definitions of all Pinnacle Fields can also be found on this page.
NOTE: Given the complexity and variation in configuration components, orders for Lync Response Groups will not only require a CITES Service Request but an LCDS2 Excel file sent (with the Service Request number included in the file name) to email@example.com. There is detailed information on each type of Lync Response Group above, including visual diagrams of each.