Lync Server

Better Response Groups

The current response groups are incredibly basic. I'd like to see something a bit more advanced even if its not a full fledged solution.

 

1. Better queue monitoring

2. Listen in and call recording

3. Office closed for weather message function

4. Better reporting

 

There are tons of very expensive add on ACD/Contact center solutions but MS could make this part of the product functional with some small improvements.

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208 votes

Lync Client

ability to save a contact's number along with pauses and DTMF

ability to save a contact's number along with pauses and DTMF. In analogue systems you use a 'p' or something as a pause. example: 18005558383p1#p1234 would dial the 800number then after a pause press 1, then pause again and dial the pin of 1234

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152 votes

Lync Client

Ability to manage Hotkeys

There is no way to disable Hot key for audio call. By default it is set to Ctrl + Enter, which is used by default in many other clients. So, when you try to send IMs in Lync 2013 using Hot Keys ( "Enter" in Lync 2013 by default), you're making voice call instead of send message.

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134 votes

Lync Server

Forwarding on busy

Give the opportunity to a user to forward incoming calls if it is a busy state ( first call is going on ).

This is a common PBX feature and is requested by customers that are migrating it's infrastructure from old PBX and Lync Server

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112 votes

Lync Client

Rule based call forwarding

The user should be able to forward calls based on different criteria:

 

• Caller number

• Caller is in the user’s contact List

• The presence status

• Caller Privacy Relationship

• Time

• Out of office (Exchange) status

• Etc.

 

The forwarded calls should be able to be transferred to the following destinations:

 

• Other Lync user

• UM voicemail

• PSTN/mobile number

• RGS

• Team call group

• Etc.

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126 votes

Lync Server

Response Group Delay

There is a delay when answering a response group call. This is exacerbated by Lync Phone Edition but it present with most endpoints.

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89 votes

Lync Phone Edition

Lync Phone Edition should have transfer to voicemail option

In the Transfer Directly to and Consult Then Transfer option it should have the option to pick the user's voicemailbox as well as their numbers.

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71 votes

Lync Server

Busy on busy

Most users find it annoing to recieve another call when they are already in call. Please implement busy on busy feature. Every stone aged PBX can do this!

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76 votes

Lync Client

Change status to Off-Work based on working hours

Taken from: http://social.technet.microsoft.com/Forums/en-US/ocsclients/thread/46e78cd7-e7fa-454c-8603-55877e9ac5ed

 

In addition to changing status to "in a meeting" based on calendar information, it would be nice to have the option to change status to "off work" based on work hours defined in Outlook.

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76 votes

Lync Server

call pickup groups

ability to pickup another ringing phone in your group.

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38 votes

Lync Client

Consult then transfer to in PC client

Lync phone edition has an option to Consult then transfer to. The Attendant has a button for this as well, as well as the ability to hit CTRL+L to achieve the same thing. Microsoft decided to leave this button out of the Lync PC client. It was in the OCS client but not in Lync. I know callers can merge calls using "Current conversation", but a Consult then transfer to button would be so much easier.

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49 votes

Lync Server

Phone number management - Track DIDs, ext, available numbers

Lync needs phone number management showing ranges, available numbers (DIDs or ext), and who has what number. Right now I have to track this in excel and/or powershell reports.

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60 votes