The voice features section of Lync Server
2010 contains two new additions to Enterprise Voice that were not
possible in Office Communications Server 2007. The first feature, call
park, enables users to place a call on hold and pick it up from another
extension. The second feature, unassigned numbers, enables the
organization to route calls to numbers not associated with a specific
user. These features are discussed in the following sections.
Call Park
Call park is a new feature in Lync Server 2010 that
enables users to place a call on hold and then pick up that same call
at another location or extension. To enable a call park, administrators
must first configure a call park orbit table or a group of extensions
to be used for parking calls. As users park calls, an extension is
selected from these orbit tables and assigned to the call.
To create a new range for parking calls, use the following steps:
1. | Open the Lync Server 2010 Control Panel.
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2. | Click Voice Features.
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3. | Click Call Park.
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4. | Click New to create a new number range.
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5. | Enter a Name for the range.
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6. | Enter a beginning and ending number for the Number range. The range can use up to nine total digits and can begin with a # or * so as not to overlap with existing extensions.
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7. | Select a FQDN of destination server from the selection box. Calls parked to the specified extension range are routed to this server or pool. Figure 1 shows a sample call park orbit range being configured.
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Alternatively, the Lync Server Management Shell can be used to configure a new call park orbit:
New-CsCallParkOrbit –Identity <Range Name> -NumberRangeStart <First number
in the range> -NumberRangeEnd <Last number in the range> -CallParkService
<FQDN of the server hosting the Call Park service>
Configuring additional call park settings can be
performed only in the Lync Server Management Shell. Call park settings
can be configured at a global level or applied to a specific site.
The following settings can be modified:
CallPickupTimeoutThreshold—The
amount of time a call that has been parked waits without answer before
it rings back to the phone where the call was originally answered. This
is to ensure a call is not parked and then forgotten.
EnableMusicOnHold—True or false value that determines whether on-hold music is played to the caller while parked.
MaxCallPickupAttempts—The
number of times a call rings back to the phone where originally
answered before it times out and is forwarded to a specified SIP URI.
OnTimeoutURI—A
SIP URI where calls that are not picked up are forwarded. This can be a
user account for an operator or a Response Group address.
To create a new site-specific setting, use the following cmdlet:
New-CsCpsConfiguration –Identity site:<Site Name> -
CallPickupTimeoutThreshold <hh:mm:ss> -EnableMusicOnHold <True | False> -
MaxCallPickupAttempts <number of rings> -OnTimeoutURI sip:<SIP URI to route
unanswered calls>
Whether
on-hold music is played is determined by the EnableMusicOnHold
parameter, but the actual music on hold file is configured using the
Set-CsCallParkMusicOnHoldFile cmdlet:
Set-CsCallParkMusicOnHoldFile –Service ApplicationServer:<FQDN of Front-End
Pool with music file> -Content <Byte[]>
Note
The Content parameter expects the audio file in byte
format. To make the transfer easy, store the file in a variable, and
then pass that variable to the Content parameter. Storing the audio
file correctly looks like the following:
$AudioFile = Get-Content –ReadCount 0 –Encoding byte <Path and File Name>
Call Park is not a feature enabled on the default voice policy, so before users can leverage this feature, it must be enabled.
Note
For call park number ranges to function properly, they must not
normalize through a normalization rule associated in dial plans. It
might be necessary to configure an additional normalization rule that
matches the number range but returns the translation without
modification. This kind of rule matches prior to any other rules that
can potentially modify the entered number. This is where using a * or #
prefix in the call park ranges can be helpful.
Unassigned Numbers
One feature that many organizations are interested
in, but that Office Communications Server is unable to provide
natively, is the ability to direct calls to unassigned numbers to an
attendant or operator. If numbers are not assigned, those calls simply
fail. In Lync Server 2010, administrators can define ranges of
unassigned numbers and an action that occurs when someone dials one of
those numbers.
Note
The ranges defined for unassigned numbers can
actually contain numbers that are assigned to users. This does not
interfere with call routing and can actually be helpful for when users
leave or extensions are removed. This way, callers can still be routed
appropriately if the extension no longer exists.
Calls
that match an unassigned number range can be routed in only two
different ways: Either an announcement can be played to the caller or
the caller can be transferred to an Exchange Unified Messaging Auto
Attendant extension.
To create a new unassigned number range, use the following steps:
1. | Open the Lync Server 2010 Control Panel.
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2. | Click Voice Features.
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3. | Click Unassigned Number.
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4. | Click New.
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5. | Enter a Name identifying this range of numbers.
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6. | In the first Number range field, enter the first number in the range.
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7. | In the second Number range field, enter the last number in the range.
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8. | In the Announcement service field, select either Announcement or Exchange UM.
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If configuring an announcement, follow these steps:
1. | Click Announcement service.
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2. | Click Select.
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3. | Choose an application server in the organization with an audio announcement configured and then click OK.
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4. | Select an Announcement to be played and then click OK.
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5. | Click OK again to save the range definition.
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If configuring an Exchange Unified Messaging transfer, follow these steps:
1. | Click Auto Attendant phone number.
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2. | Click Select.
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3. | Choose a phone number to transfer callers to and then click OK.
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4. | Click OK again to save the range definition.
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Tip
On the Unassigned number page, be sure to order the
unassigned number ranges in the desired order. The ranges are matched
starting from top to bottom, so if a range overlaps with another, the
first range in the list is used.
Announcement Files
Before you can use a prerecorded audio file as an
announcement, it must be imported using the Lync Server Management
Shell. To import a file, first store the content in a temporary
variable:
$MyAudioFile = Get-Content <File path and name> -ReadCount 0 –Encoding Byte
Then import the announcement file to the file share using the variable:
Import-CsAnnouncementFile –Parent service:ApplicationServer:<Front-End FQDN>
-Content $MyAudioFile
