Call delegation functionality is supported by PBX’es via Shared Lines or Bridged Line Appearance – wherein incoming calls to the boss would ring both boss’s phone and his/her delegate’s (e.g. assistant’s) phone; and the delegate can make outbound calls, using the shared line, such that the call would appear as call from the boss.This however has following limitations:
Office Communications Server 2007 R2 supports the equivalent of Shared Lines or Bridged Line Appearance; and at the same time puts the end-user in control of his/her call delegation settings by encapsulating this functionality in Call Forwarding Settings.Call delegation in Office Communications Server 2007 R2 also integrates with presence and access levels, thereby providing the delegates with easy access to their boss.Office Communications Server 2007 R2 provides a truly unified experience to the caller, callee, and the delegate – from making or receiving a call, till the call is completed, and even after a call is completed.I’ll cover these aspects a little later, before that let’s see how call delegation is set-up.
Office Communicator 2007 R2 users can set-up call delegation from the Call Forwarding Settings by selecting one of the following call delegation modes, and adding one or more contacts¹ as delegates.
Alternatively, the user can drag and drop a contact¹ from another group in the contacts list into the delegates group. This opens the Call Forwarding Settings in Office Communicator 2007 R2, and allows the user to set-up the call delegation configurations.The delegates group is turned off by default. It can be enabled from the contact list view settings (located right next to search), see below.
Contact list view options in Office Communicator 2007 R2For additional information on how to set-up Call forwarding in Office Communicator 2007 R2 please see Call Forwarding Settings for Enterprise Voice.Note:¹ Contacts must be enabled for enterprise voice before they can be set-up as delegates.
Call delegation set-up not only changes the way you handle your calls, it also enables following features for you and your delegate:
Your delegates need to use attendant console to can make and/or receive calls on your behalf. Let’s take a quick look at this tool…
Office Communications Server 2007 R2 introduces Office Communications Server 2007 R2 Attendant – a tool designed for users that handle high volume of calls (e.g. receptionists) or manage calls on behalf of other user (e.g. delegates).The attendant console provides for:
Note: A future blog post would cover the features and usage of attendant console in details.
Let’s look at how delegate calls work between a caller/callee (Franz Kohl), boss (Paul West), and the delegate (Mindy Martin).
Below is an illustration of a scenario where a user calls a boss (that has set-up call delegation).Franz calls PaulFranz can clearly see that the call is ringing Paul and his delegates at the same time.
Calls rings Paul and his delegatesPaul’s phone rings and Paul can also see that the call is being sent to his delegates.
Mindy’s (Paul’s delegate’s) phone rings and she is notified that the call is for Paul.
Mindy answers the callMindy answers the call and gets connected to Franz.
Paul is notified that Mindy answered the call – and so the incoming call toast fades away.
Franz sees that Mindy (on-behalf-of Paul) answered his call.
Paul is also notified via e-mail
Paul receives an e-mail message informing him that Franz Kohl had called and his delegate Mindy Martin answered the call. This is an important part of delegation experience and allows the boss to keep track of calls answered by his/her delegates.
Conversation historyMindy can always see the history / log of calls she answered (or made) on behalf of her boss (Paul) in the Outlook conversation history.
Below is an illustration of a scenario where a delegate makes calls on-behalf-of his/her boss to a user.Mindy calls Franz on-behalf-of PaulMindy locates Franz in the contacts list and expands the call menu in attendant console. She then selects to call as Paul West from the drop down.
Note: If Mindy supports multiple bosses, then each of her boss’s names would appear in the drop down.Call alerts Franz
Franz sees incoming call toast from Mindy. The on-behalf-of information on the toast tells him that Mindy is trying to reach him for Paul.Franz answers the callFranz answers the call and sees that he is connected with Mindy (who called on-behalf-of Paul).I hope this post makes it clear, how easy it is to set-up call delegation and to make and receive calls on-behalf-of another user in Office Communications Server 2007 R2.Ajit KaleleProgram ManagerPublished Monday, February 23, 2009 11:34 AM by octeam