Hello

Can somebody please answer this question for me. And if there is a document/TechNet Article explaining the expected behavior, I would love to see it.

I have two scenarios, both are using Lync 2010 and CX600 phone.

Scenario 1) User receives 2 phone calls, one call is a direct call to his number and another phone call is from a Response Group his is a member of. 
User accepts direct call using a Lync toast pop up and pick up the CX600 phone. It automatically puts the direct call on hold and answers the call that came thru the Response Group.

Scenario 2) User received 2 phone calls, one is a direct call to his number and another phones call is from a Response Group.
User pick up CX600 phone without accepting any calls using Lync client. It automatically answers the call that came in first.

What are the expected behaviors for those 2 scenarios?

thank you!

Hello There,

I could ne wrong. i just want to share my 2c of my thoughts to help you.

Scenario 1: My best suggestion is, try to setup lync client software for this user. run a test for this scenario. Reason I said that, by default lync puts hold for first call when you answer the 2nd call. this is the way lync designed to avoid the steps that traditional pstn calls. I meant, in traditional phone, when 2nd call comes, there is a button for "hold" and I assume this is not necessary or extra step per lync.

by said that, polycom is the right people who can answer this scenario. but i am positive this is the feature by design whoever uses lync client.

Scenario 2: it sounds like a bug or feature in cx600. check with polycom to see there is a options to answer by default. if then you need off or disable the options. I personally do not have this type hard phone. but i am sure there is a such a feature exist for the new voip handset to minimize the extra step. i have seen these kind of feature in other manufacturer.

good luck.

bhaskar navaneetham

• Edited by contososantroswift 9 hours 14 minutes ago

Hello There,

I could ne wrong. i just want to share my 2c of my thoughts to help you.

Scenario 1: My best suggestion is, try to setup lync client software for this user. run a test for this scenario. Reason I said that, by default lync puts hold for first call when you answer the 2nd call. this is the way lync designed to avoid the steps that traditional pstn calls. I meant, in traditional phone, when 2nd call comes, there is a button for "hold" and I assume this is not necessary or extra step per lync.

by said that, polycom is the right people who can answer this scenario. but i am positive this is the feature by design whoever uses lync client.

Scenario 2: it sounds like a bug or feature in cx600. check with polycom to see there is a options to answer by default. if then you need off or disable the options. I personally do not have this type hard phone. but i am sure there is a such a feature exist for the new voip handset to minimize the extra step. i have seen these kind of feature in other manufacturer.

good luck.

bhaskar navaneetham

• Edited by contososantroswift Thursday, June 11, 2015 10:11 PM

Hello There,

I could ne wrong. i just want to share my 2c of my thoughts to help you.

Scenario 1: My best suggestion is, try to setup lync client software for this user. run a test for this scenario. Reason I said that, by default lync puts hold for first call when you answer the 2nd call. this is the way lync designed to avoid the steps that traditional pstn calls. I meant, in traditional phone, when 2nd call comes, there is a button for "hold" and I assume this is not necessary or extra step per lync.

by said that, polycom is the right people who can answer this scenario. but i am positive this is the feature by design whoever uses lync client.

Scenario 2: it sounds like a bug or feature in cx600. check with polycom to see there is a options to answer by default. if then you need off or disable the options. I personally do not have this type hard phone. but i am sure there is a such a feature exist for the new voip handset to minimize the extra step. i have seen these kind of feature in other manufacturer.

good luck.

bhaskar navaneetham

• Edited by contososantroswift Thursday, June 11, 2015 10:11 PM

Hello There,

I could ne wrong. i just want to share my 2c of my thoughts to help you.

Scenario 1: My best suggestion is, try to setup lync client software for this user. run a test for this scenario. Reason I said that, by default lync puts hold for first call when you answer the 2nd call. this is the way lync designed to avoid the steps that traditional pstn calls. I meant, in traditional phone, when 2nd call comes, there is a button for "hold" and I assume this is not necessary or extra step per lync.

by said that, polycom is the right people who can answer this scenario. but i am positive this is the feature by design whoever uses lync client.

Scenario 2: it sounds like a bug or feature in cx600. check with polycom to see there is a options to answer by default. if then you need off or disable the options. I personally do not have this type hard phone. but i am sure there is a such a feature exist for the new voip handset to minimize the extra step. i have seen these kind of feature in other manufacturer.

good luck.

bhaskar navaneetham

• Edited by contososantroswift Thursday, June 11, 2015 10:11 PM

Just some of my thoughts.

Scenario 1, I think it's by design. The Lync client detects you accept the seceond call so that it puts the first call on hold.

Scenario 2, if two calls coming at the same time, Lync client will give two popups and let you choose to accept one of the calls. But I think the IP phone device cannot give you a choice to switch which call to answer.

Hello There,

I could ne wrong. i just want to share my 2c of my thoughts to help you.

Scenario 1: My best suggestion is, try to setup lync client software for this user. run a test for this scenario. Reason I said that, by default lync puts hold for first call when you answer the 2nd call. this is the way lync designed to avoid the steps that traditional pstn calls. I meant, in traditional phone, when 2nd call comes, there is a button for "hold" and I assume this is not necessary or extra step per lync.

by said that, polycom is the right people who can answer this scenario. but i am positive this is the feature by design whoever uses lync client.

Scenario 2: it sounds like a bug or feature in cx600. check with polycom to see there is a options to answer by default. if then you need off or disable the options. I personally do not have this type hard phone. but i am sure there is a such a feature exist for the new voip handset to minimize the extra step. i have seen these kind of feature in other manufacturer.

good luck.

bhaskar navaneetham

Scenario 1: Lync is already set up and like I said user accepts direct call using a Lync by pressing on the pop up for this call and than picks up the phone to talk over the physical phone.

Just some of my thoughts.

Scenario 1, I think it's by design. The Lync client detects you accept the seceond call so that it puts the first call on hold.

Scenario 2, if two calls coming at the same time, Lync client will give two popups and let you choose to accept one of the calls. But I think the IP phone device cannot give you a choice to switch which call to answer.

Scenario 1) The problem is that the user accepts the direct call using Lync and picks up the phone to talk but it put this ACCEPTED call on hold and pick up the other one.

Scenario 2) So the question is, what suppose to happen if the user just picks up the call using the CX phone? What is the expected behavior, is it suppose to pick up the direct call or the call from a response group?

Scenario 1) So I said it's by design. You cannot answer two imcoming calls at the same time, and the Lync server detects you have already in a call.

Scenario 2) I think it will automatically answer the call which first handled by Lync Server. As I know, there's a short delay for RG to route the call to your account.