Configuring Resource Phones for Service Desks & Offices

Introduction

  1. CITES refers to the shared phones used at services desks, in offices, etc. as resource phones.
  2. The Library’s resource phones have role-based accounts and use IP phone devices.
  3. IP phones plug directly into a data jack that has been configured by Library IT.  No computer is needed.  IP phones are similar in appearance to conventional landline phones.
  4. Library IT will provide units with an IP phone for each role-based account.  Some units have multiple role-based accounts and others have only one.
  5. Library IT is activating the data jacks for the role-based accounts/IP phones.
  6. IP phones with role-based accounts can be answered by all unit staff, even those who don’t have personal Lync accounts (such as undergrad employees.)
  7. Role-based accounts can have voicemail if needed.
  8. Role-based accounts can be configured to forward calls to individual unit employees.
  9. Each role-based account has a logon and password used to log on the account on a computer that has the Lync client installed.  Call forwarding is configured by logging on to the account.
  10. Library IT will give unit heads the logons/passwords for their role-based accounts.   Passwords cannot be changed, except by Library IT.
  11. By default role-based accounts will have local calling privileges with access to 1-800 numbers.  Unit heads may request calling cards for long distance and international calling service where needed.

Forwarding calls to individual unit members

Role-based accounts can be configured to forward incoming calls to individual unit employees’ personal accounts. Each unit will determine the most effective configuration to use, depending on its own local needs and practices. This configuration is set up by logging on to the account on a computer that has the Lync client installed.

In the Lync client go to Tools -> Call Forwarding Settings -> Simultaneously ring. If you choose to simultaneously ring a team-call group, you’ll be prompted to create the group and specify the number of seconds Lync should wait before forwarding calls to group members’ personal phone accounts.

Simultaneously ring multiple accounts

Units with multiple role-based accounts may configure them to ring all the role-based accounts simultaneously. In the Lync client go to Tools -> Call Forwarding Settings -> Simultaneously ring.

Voicemail/recorded greeting

Voicemail is available for role-based accounts. Voicemail is required if you want to have a recorded greeting on a role-based account.

To create a recorded greeting, logon to the role-based account using the OutlookWebApp. Go to Options -> See All Options -> Phone -> Voice Mail -> Call Answering Rules.