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Unify2
BusyOnBusy 2.0 (Lync Version)
Microsoft Lync Server 2010 enables users to handle multiple communication sessions concurrently, allowing users to communicate with multiple parties at the same time, place phone calls on hold, or have calls forwarded to other users, groups or voicemail. These sessions may include multiple modalities such as instant messaging, voice and conferencing.
In some situations it may be appropriate to allow for additional calls when a user is already busy with an active phone call. In other circumstances, the appropriate way to handle secondary calls is the familiar busy signal, alerting the caller that the number they are trying to contact is busy, and to call back at a later time.
The Unify2 BusyOnBusy 2.0 solution adds this capability to Lync 2010’s feature set, enabling administrators to configure secondary call suppression by sending the well-known busy signal back to a secondary caller. Unify2s BusyOnBusy 2.0 solution allows the administrator to enable individual or multiple users for secondary call suppression.
Commonly Requested BusyOnBusy Scenarios
- Specialized Job Functions: Some positions require minimal distraction from tasks that require constant attention, or, for legal or security requirements, need to avoid unnecessary outside interactions. Limiting non-critical phones to one call at a time can be part of the communication requirements in these situations.
- Expected Caller Experience: In some situations, such as a crisis line, a busy tone may be a preferred experience as opposed to listening to an IVR script or being forwarded to voicemail.
- Executive Conference Room Phones: Often a separate line without voicemail is used in an executive conference room. While a phone call is active, it may be desirable to block additional calls by sending a busy signal.
- Common Area Phones: Deployments of common area phones are frequently limited to one active call in high traffic locations such as copy rooms and lobbies.
BusyOnBusy Benefits
- Facilitates Lync Server Deployments: where users want similar call behaviour as their PBX environment for their incoming calls.
- Maintain Existing User Experience: Allows secondary calls to specific users or extensions to continue to receive a standard busy signal when the called party is on another call. Callers are not required to adjust their expectations around existing call behavior. Specific phone numbers or user extensions can be easily set to send a busy tone when the line is already engaged.
- Secondary Call Suppression: Limiting secondary calls to specific lines reduces the need for voicemail, hold queues, trunks and overflow groups, thereby increasing employee efficiency
- Reduces Administration costs with Flexible Administration: Intuitive command line executable enables admins to easily enable users or groups of users for secondary call suppression and administer & view users that are configured for BusyOnBusy.
- Simple Installation: Easy installation allows the solution to be deployed within minutes
To obtain an evaluation copy, please contact: sales@unifysquare.com
Frequently Asked Questions (FAQ):
Q: What is BusyOnBusy tool?
The BusyOnBusy tool is a Server Managed API (MSPL) application running on each Lync Server Communications Server Enterprise Edition Front-End Server or Standard Edition server. On an incoming call to a Lync user, the BusyOnBusy tool will check whether the called user is already in a call (Presence state = “Busy, In a call”). If so, the tool will respond to the SIP Invite message with a 486 SIP Busy response that will result in a common “busy” signal to the calling user. Effectively this works similar to Secondary call suppression in the PBX world.
Q: Which versions of Lync Server/Office Communications Server are supported with V1.x and V2.0 of BusyOnBusy tool?
BusyOnBusy 2.0 is for Microsoft Lync Server 2010 and BusyOnBusy 1.5 is for Office Communications Server 2007 R2. Please contact sales@unifysquare.com for details.
Q: How is BusyOnBusy tool licensed?
BusyOnBusy tool is licensed per Enterprise Voice enabled user, regardless of whether the user will be enabled for BusyOnBusy functionality or not. The reason for this is, that figuring out in advance which user wants to use this functionality and which user not is neither practical for administrators nor for Unify2. Please contact sales@unifysquare.com for a quote.
Q: How do I install BusyOnBusy tool?
The tool can be installed on Lync Server (BusyOnBusy 2.0) or on Office Communications Server 2007 R2 (BusyOnBusy 1.5), Enterprise Edition Front-End Server or Standard Edition Server by running a MSI package.
Q: How do I uninstall BusyOnBusy tool?
Go to installed programs (Control Panel -> Uninstall a program) and remove the program.
Q: Do I need to reboot the server when installing or uninstalling the BusyOnBusy tool?
No.
Q: Can I install BusyOnBusy tool on a Director server?
No, this is not recommended. BusyOnBusy should only be installed on a Lync Server or Office Communications Server that hosts users (Lync or OCS Enterprise Edition Front-End server or Standard Edition server).
Q: Are all users automatically enabled for BusyOnBusy behavior after the tool is installed?
No. By default, the behavior is disabled for all users by default. Users in a pool can either be enabled or disabled by the global BusyOnBusy configuration setting or users can be enabled or disabled individually by the administrator.
Q: Can I enable individual users for BusyOnBusy?
Yes, BusyOnBusy solution allows the administrator to enable an individual user for BusyOnBusy by entering the user’s SIP URI using a command line utility.
Q: Can I view the users that are enabled or disabled for BusyOnBusy?
Yes, you can run the /ListBlockedUsers and /ListAllowedUsers commands to view the list of users that are enabled (multiple calls blocked) for BusyOnBusy and disabled (multiple calls allowed) for BusyOnBusy respectively. Additionally, you can run the /ListUserSettings command to view the BusyOnBusy settings for a specific user.
Q: What if I want to enable all users for BusyOnBusy at once? Do I need to enable each SIP URI individually?
No, Unify2 provides a PowerShell utility for that that can be found in the installation distribution. Individual users can be disabled after that. Alternately, user in a pool can be enabled or disabled by the global BusyOnBusy configuration setting.
Q: Is the user able to enable or disable BusyOnBusy functionality by himself e.g. out of his Lync or Office Communicator client?
No, only the admin can enable the user for BusyOnBusy functionality.
Q: What if a Lync / Office Communicator user is in a call and another Lync / Office Communicator user in the same enterprise calls this user?
This call will be blocked by BusyOnBusy tool. The user will not receive a secondary call alert. Effectively all secondary calls will be blocked now irrespectively of their origin.
Q: Will the user be informed that there was a secondary caller trying to reach him?
No. There will be no Missed Call Notification in Microsoft Outlook generated. As BusyOnBusy Tool is a server script, it is not possible to address the users Exchange mailbox in order to generate such services.
Q: Are Secondary calls are blocked even if I am in a conference (e.g., telephone or web conference)?
No, only when the presence status of a user is “Busy, In a call”, secondary calls are blocked (busy tone). At a conference of the presence status is "In a Meeting", therefore, if the user receives a secondary call, it rings
Q: What if someone from the PSTN calls me and I am speaking on my Lync Phone Edition IP Phone or Office Communicator Phone Edition IP phone?
The behavior of the BusyOnBusy tool is the same for Office Communicator, Office Communicator Phone Edition or third party Office Communications Server registered endpoints as long as they publish presence states “Busy - in a call”, “Online - available”, etc. properly.
Q: What happens when I am enabled for BusyOnBusy and I am also a team member of someone else? Will I get a team notification when I am in a call and a call is coming in to the team owner from the PSTN?
Yes. Team notifications are not affected by the BusyOnBusy tool.
Q: Will the user get a missed call notification in his/her Outlook Inbox when a call has been rejected by the BusyOnBusy application?
No, a rejected call will not be shown as a Missed Call Notification in the users Outlook Inbox as the call will already be rejected on the Lync or OCS server before it comes to the client. Therefore neither the client nor Exchange Unified Messaging Server is able to generate a Missed Call Notification.
Q: Should I enable Lync Attendant Console or OCS Attendant Console users for BusyOnBusy?
No, as the purpose of these workspaces is to receive multiple calls at a time. Please make sure if you use a script to enable all users at once, that you disable SIP URIs of users that are using the Attendant Console.
Q: Why is the application called BusyOnBusy Tool?
Unify2 differentiates between Tools and Products.
Tools serve a specific purpose and do usually not have a long-term roadmap. Unify2 will try its best to ensure functionality of tools on new versions of Office Communicator and Office Communications Server but cannot guarantee this as newer versions of Office Communicator or Office Communications Server might prevent or replace functionality of tools.
Products have a long-term roadmap and are planned to be released in multiple versions with additional functionality. Software Assurance contracts allow the customer to continuously benefit from the improvements and additional functionality provided by the product.
Q: Does BusyOnBusy work in a topology with SBAs?
BusyOnBusy is not supported on a topology with SBAs. We are currently looking into approaches to support BusyOnBusy on SBAs. Based on our findings, we will provide an update in the near future.
Q: How can I get support for BusyOnBusy tool?
Please contact emeasupport@unifysquare.com for a support contract with 24h Email response guarantee. The costs for a support contract are 18% of the original sales price per year with a minimum amount of 350 €/year. If no support contract is in place, Unify2 charges an hourly rate for its support services. |
