Lync as a PBX – Features list

Each time you want to replace a PBX by Lync, you have to be clear about what you can do and what you will have to « work around ».

So here is a short list of feature supported (or not) by Lync.

Call Processing Features

Feature Supported Notes
ADD-ON CONFERENCE (6 party or more) Yes
AUTOMATIC CALLBACK No* Equivalent functionality is achieved via presence state tagging. The calling party is alerted when the called party’s presencestate changes from “On a Call” to any other state, and may then call or contact the called party via IM other means.
AUTOMATIC INTERCOM No* Instant Messaging may be used to send non-obtrusive, immediate messages to all users logged into Lync, both at and away from their desk phones. In addition, third party analog overhead paging system may be used.
BRIDGED CALL APPEARANCE Yes Via Team Call and Delegation
CALLBACK LAST INTERNAL CALLER Yes
CALL COVERAGE (PROGRAMMED)
INTERNAL & EXTERNAL CALL PROGRAMMING Yes Via Exchange 2010 personal auto attendant.
TIME OF DAY/DAY OF WEEK CALL PROGRAMMING Yes Via Exchange 2010 personal auto attendant.
ANI/DNIS/CLID CALL PROGRAMMING Yes Via Exchange 2010 personal auto attendant.
INTERNAL CALLER ID PROGRAMMING Yes Via Exchange 2010 personal auto attendant.
CALL FORWARDING – ALL CALLS Yes
CALL FORWARDING – BUSY/DON’T ANSWER Yes
CALL FORWARDING – FOLLOW-ME Yes Simul-ring may be set from Lync, browser (using Communicator Web Access), or from a Windows Phone.
CALL FORWARDING – OFF-PREMISES Yes
CALL FORWARDING: RINGING Yes Users may re-direct the incoming call during the ring period to voice mail, IM, or one of their define phone numbers
CALL HOLD Yes
CALL PARK Yes
CALL PICKUP – INDIVIDUAL Yes Via Team Call
CALL PICKUP – GROUP Yes Via Team Call.
CALL TRANSFER Yes
CALL WAITING Yes
CONSECUTIVE SPEED DIALING Yes This is possible using normalization rules, but not recommended. Identity-based dialing using contact lists and corporate GAL search simplifies reaching any contact.
CONSULTATION HOLD Yes
CUSTOMER STATION REARRANGEMENT Yes No administrative action is required. Users may either physically move their endpoint or login to a different endpoint.
DIAL BY NAME Yes
DISCRETE CALL OBSERVING No* Not provide by Lync Server, but can be added with third party contact center solution.
DISTINCTIVE RINGING Yes
DO NOT DISTURB Yes
ELAPSED CALL TIMER Yes
EMERGENCY ACCESS TO ATTENDANT No* A specific emergency access key is not provided, but users may call any Attendant or other user and specify high priority. Audio and visual call indications are given.
EXECUTIVE ACCESS OVERRIDE Yes
EXECUTIVE BUSY OVERRIDE Yes
FACILITY BUSY INDICATION Yes
GROUP LISTENING No* Users may take advantage of built-in recording to enable post-call group listening, or may create an ad hoc conference to enable real time listening.
HANDS-FREE DIALING Yes
HANDS-FREE ANSWER INTERCOM Yes
HELP INFORMATION ACCESS Yes
HOT LINE Yes
INCOMING CALL DISPLAY Yes
INDIVIDUAL ATTENDANT ACCESS Yes
INTERCOM DIAL No* IM may be used in place of intercom functions to reach users both at and away from their desktop phones.
LAST NUMBER REDIALED Yes
LINE LOCKOUT Yes
LOUDSPEAKER PAGING ACCESS Yes This can be done via integration of third party (e.g., Valcom) paging system as an analog device.
MALICIOUS CALL TRACE Yes
MANUAL INTERCOM No* IM may be used in place of intercom functions to reach users both at and away from their desktop phones.
MANUAL ORIGINATING LINE SERVICE Yes
USER CONTROLLED MEET ME CONFERENCING (6-Party or more) Yes
MESSAGE WAITING ACTIVATION Yes
MULTI-PARTY ASSISTED CONFERENCE w/SELECTIVE CALL DROP Yes
MUSIC ON HOLD Yes
OFF-HOOK ALARM Yes
PADLOCK Yes
PAGING/CODE CALL ACCESS Yes This can be done through third party paging hardware.
PERSONAL CO LINE (PRIVATE LINE) Yes
PERSONAL SPEED DIALING Yes Via Contact lists.
PERSONALIZED RINGING Yes Users can specify ringing patterns for their own Lync Client.
PRIORITY CALLING Yes
PRIVACY – ATTENDANT LOCKOUT N/A Multi-party connections are not held on the Attendant console, and therefore lockout is not necessary.
PRIVACY – MANUAL EXCLUSION N/A Multi-line appearance functionality is provided for incoming calls via the Team Call and Delegation capabilities, but does not allow users to seize in process calls.
RECALL SIGNALING Yes
RINGER CUT-OFF Yes
RINGING TONE CONTROL Yes
SAVE AND REDIAL Yes
SECONDARY EXTENSION FEATURE ACTIVATION Yes Planned to be available via Resource Kit.
SEND ALL CALLS Yes
SILENT MONITORING No* Built-in conferencing capability plus mute mode may be used to enable supervisor monitoring. Integrated third party contact center solutions can provide full capability.
STEP CALL No* Presence indicators allow attendants and other station users to determine that a particular station user is busy before dialing, and to instead choose an available station user.
STORE/REDIAL Yes
SUPERVISOR/ASSISTANT CALLING Yes
SUPERVISOR/ASSISTANT SPEED DIAL Yes
TEXT MESSAGES Yes Via PC or mobile phone interface.
TIMED QUEUE No
TRUNK FLASH No
TRUNK-TO-TRUNK CONNECTIONS Yes
WHISPER PAGE No* Instant messaging may be used instead. In addition, integrated third party contact center solutions can provide full capability.

Attendant Operator Features

Feature Supported? Notes
AUTO-MANUAL SPLITTING Yes
AUTO-START/DON’T SPLIT N/A Attendants do not use a console dial pad to activate calls, but instead use a GUI interface on the PC.
BACK-UP ALERTING Yes
BUSY VERIFICATION OF TERMINALS/TRUNKS No* User terminal status may be determined via Presence. Trunk status is reported via System Center Operations Manager or other monitoring tool.
CALL WAITING Yes
CAMP-ON N/A CAMP-ON is not required for Attendants as calls may be presented for disposition even to called parties currently on a call (there is no concept of “lines” to limit how many active and on hold calls a given user may have). If the Attendant requires greater control of the call, presence state tagging may be used to alert the Attendant when the presence state of the called party changes (from “In a Call” to any other value).
CONFERENCE Yes
CONTROL OF TRUNK GROUP ACCESS No* Trunk group access may be restricted based on administrator controlled dialing rules, but not via the Attendant.
DELAY ANNOUNCEMENT Yes Call forwarding settings or Response Group timeout may be used to direct delayed callers to the SIP URI of a Response Group queue with a delay announcement.
DIRECT STATION SELECTION w/BLF Yes
DIRECT TRUNK GROUP SELECTION No* Trunk group selection is controlled by administrator defined routes, not the Attendant.
DISPLAY Yes
INTERCEPT TREATMENT Yes Intercept announcement service may be configured to route calls to an Attendant or Attendant Response Group (hunt group) if desired
INTERPOSITION CALL & TRANSFER Yes Calls are not held on the Attendant, but can be transferred back to the Attendant for additional routing.
INTRUSION (BARGE-IN) No IM may be used instead of audio intrusion.
OVERFLOW Yes
OVERRIDE OF DIVERSION FEATURES No* Attendants cannot override diversion features set by users.
PAGING/CODE CALL ACCESS Yes 3rd party add on hardware
PRIORITY QUEUE Yes Response Group functionality may be used to implement priority queues.
RECALL Yes Calls are not held on the console, but Attendants may be recalled at any time.
RELEASE LOOP OPERATION Yes
SERIAL OPERATION No* The called party can transfer the call back to the attendant console for rerouting
STRAIGHT FORWARD OUTWARD COMPLETION Yes
THROUGH DIALING Yes Attendant can place external call, add internal resource to the call, then drop off of the call
TRUNK-TO-TRUNK TRANSFER Yes
TRUNK GROUP BUSY/WARNING INDICATOR No* Monitoring and warning indicators are provided by System Center Operations Manager and other tools and handled by administrators rather than Attendants.
TRUNK ID No* Gateway or SIP trunk ID may be captured in call records, but is not visible to Attendants.

System Features

Feature Supported Notes
ACCOUNT CODES No Can be done via third Party Application
ADMINISTERED CONNECTIONS N/A Administered connections are typically used for connectivity of data endpoints over ISDN DS1 or other circuits. Office Communications Server does not control data networking.
ANSWER DETECTION Yes Network answer supervision is generally used to ensure the accuracy of call duration information. The use of DSP-based answer detection to accurately reflect duration for calls that do not receive network answer supervision is gateway dependent.
AUTHORIZATION CODES N/A Lync Server relies on identity based authorization, and allows users to login to any IP terminal based on their identity. This eliminates the need for DTMF based authorization codes for most customers. If required, third party solutions available from Enabling Technologies and others enable DTMF-based authorization codes.
AUTOMATED ATTTENDANT Yes Via Exchange Auto-Attendant
AUTOMATIC CALL DISTRIBUTION Yes Via Response Groups
AUTOMATIC ALTERNATE ROUTING Yes
AUTOMATIC CAMP-ON N/A An incoming DID call is presented to the user for disposition regardless of whether the user is currently on a call. (There is no concept of a “line” to limit the number of active and on hold calls for a given user.) Users may disposition the incoming call in the most appropriate matter: by answering (existing call is automatically placed on hold) or by redirecting to voice mail.
AUTOMATIC CIRCUIT ASSURANCE Yes Via SCOM alerts and reports based on Monitoring server thresholds at a gateway level.
AUTOMATIC NUMBER ID Yes Reverse number lookup and Calling Party Name Display are supported.
AUTOMATIC RECALL Yes Via safe transfer capability.
AUTOMATIC ROUTE SELECTION – BASIC Yes
AUTOMATIC TRANSMISSION MEASUREMENT SYSTEM Yes Via SCOM alerts and reports based on Monitoring server thresholds at a gateway level.
CALL-BY-CALL SERVICE SELECTION No
CALL DETAIL RECORDING Yes
CALL LOG Yes Via Recent Contacts in Lync and Conversation History in Office Outlook.
CENTRALIZED ATTENDANT SERVICE Yes
CLASSES OF RESTRICTION (SPECIFY #) Yes Via policy and user routing profiles with no practical limit.
CLASSES OF SERVICE (SPECIFY #) Yes Via policy and user routing profiles with no practical limit.
CODE CALLING ACCESS No
CONTROLLED PRIVATE CALLS No* Controlled Private Call functionality is not natively provided, but could be added via combination of routing rules and third party IVR solution.
DELAYED RINGING Yes Via dialed user call forwarding settings.
DIAL PLAN Yes
DIALED NUMBER ID SERVICE Yes
DIRECT DEPARTMENT CALLING Yes Via Response Group with parallel routing or via Team Call.
DIRECT INWARD DIALING Yes
DID CALL WAITING Yes
DIRECT INWARD SYSTEM ACCESS Yes All features may be access remotely using the Internet
DIRECT INWARD TERMINATION Yes
DIRECT OUTWARD DIALING Yes
E-911 SERVICE SUPPORT Yes
EXTENDED TRUNK ACCESS Yes
FACILITY RESTRICTION LEVELS Yes Restrictions are applied at the user level, not the device level
FACILITY TEST CALLS Yes Scheduled synthetic transactions may be used to test operations at an Lync Server pool level, and administrators may also perform manual facility test calls.
FIND ME- FOLLOW ME Yes
FORCED ENTRY ACCOUNT CODES No* May be done using third party add-on.
HOTELING (/PERSONAL ROAMING) Yes
HOUSE PHONE Yes
HUNTING Yes Via Response Groups.
INTEGRATED SYSTEM DIRECTORY Yes
LEAST COST ROUTING (Tariff-based, TOD/DOW) Yes Tariff-based routing is under control of administrator. TOD and DOW are not supported.
MULTIPLE LISTED DIRECTORY NUMBERS Yes
MUSIC ON HOLD Yes
NIGHT SERVICE -FIXED Yes Via use of Response Group front-end to Attendants with after-hours routing to Night Service Response Group.
NIGHT SERVICE – PROGRAMMABLE Yes Via use of after-hours forwarding on Attendant Console.
OFF-HOOK ALARM Yes Tone generated at device level, not system level
OFF-PREMISES STATION (OPX) Yes* Via Edge Server and Internet connection.
OPEN SYSTEM SPEED DIAL Yes* May be done via call normalization rules, but identity based dialing, contact lists, and corporate directory search are recommended instead.
PASSWORD AGING Yes
POWER FAILURE TRANSFER STATION Yes Media gateway can provide this feature
RECENT CHANGE HISTORY Yes
RESTRICTION FEATURES: Via user policy and routes.
CONTROLLED Yes
FULLY RESTRICTED Yes
INWARD/OUTWARD Yes
MISCELLANEOUS TERMINAL Yes
MISCELLANEOUS TRUNK Yes
TOLL/CODE Yes
TRUNK Yes
VOICE TERMINAL (IN/OUT) Yes
ROUTE ADVANCE Yes* Automatic selection of alternate facilities occurs for all calls.
SECURITY VIOLATION NOTIFICATION Yes Via PC-based security policy enforcement.
SHARED TENANT SERVICE No
SNMP SUPPORT Yes* System Center Operations Manager can generate alerts based on SNMP traps from third party equipment.
SYSTEM SPEED DIAL Yes Administrators may use dial plan normalization rules to define speed dial codes, and users may also dial by name. The latter is the recommended approach.
SYSTEM STATUS REPORT Yes
TIME OF DAY ROUTING Yes
TIMED REMINDER Yes The developer interfaces enable the system to be programmed to automatically contact users at specified times, and to take a variety of actions including but not limited to playing a recorded announcement or music.
TRUNK ANSWER ANY STATION Yes Yes, via Night Service Response Group configured to ring all stations.
TRUNK CALLBACK QUEUING No
UNIFORM CALL DISTRIBUTION Yes Via Response Groups.
UNIFORM DIAL PLAN Yes
VIRTUAL EXTENSION Yes* Lync Server does not require virtual extensions for secondary extensions on voice terminals since there is no limit to the number of active and on hold calls for a given user or terminal. However, Response Groups effectively present “virtual extensions” in the form of SIP URIs and (optional) DID numbers.
VOICE MESSAGE SYSTEM INTERFACE Yes

From: (http://download.microsoft.com/download/F/4/0/F409709D-D73E-4804-9B4E-DD4C62B8A0E9/IPTS RFP 2010 MSFT Response – FINAL 03 22 2010.pdf)

Those informations were posted on march 2010, some more features may be now available.

Une réflexion au sujet de « Lync as a PBX – Features list »

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