I hope someone can help with this, as it's got us tearing our hair out. I work in a small office of 6 people and we have Lync which is used both for internal office communication and also fielding external support calls. We each have a Polycom CX600 phone and a plantronics headset.

When a call comes through we get the 'Toaster' pop up and one of us clicks to answer. The annoyances arise when additional calls come through when you are already busy on a call. There's 2 things:

- When a call is waiting there is an incessant beeping in your ear on the headset. The toaster keeps popping up and you have to clilck 'Ignore' to cancel. It will then return in a few seconds

- Despite the Polycom's volume being set to minimum on both the phone itself and in Windows, the phone will ring at maximum volume until you click 'Ignore', but then come back again ad-infinitum until the call is answered by someone. The problem gets worse if there is more than one call waiting.

I suspect a lot of this is due to how this is configured at the server level, as I can't find any settings which affect these things locally on our machines. We're not getting a lot back when we've taken this up with our technical guys so I was wondering if anyone here can suggest something we can do to improve the situation?

Many thanks in advance

Lync doesn't natively support busy on busy so what you are experiencing is the Lync Client trying to tell you that you have a second call coming in.   Is the call being presented again because you are a member of a response group? Normally if you click Ignore, the call goes to VM unless you are in a response group. If you are using a response group, you could change the type of group so it doesn't ring you when you are on a phone call (or busy).
Thanks,
Richard

Hi danswan,

You can change the routing method in Lync Control Panel.

In Routing method, select the method for routing calls to agents in the group as follows:

• To offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Lync Server the longest), click Longest idle.
• To offer a new call to all available agents at the same time, click Parallel. The call is sent to the first agent who accepts it.
• To offer a new call to each agent in turn, click Round robin.
• To always offer a new call to the agents in the order in which they are listed in the Agent list, click Serial.
• To offer a new call to all agents who are signed into Lync Server 2010 and the Response Group application at the same time, regardless of their current presence, click Attendant. Lync 2010 Attendant users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other Lync 2010 Attendant users no longer see the call.

Best regards,

Eric

Hi danswan,

You can change the routing method in Lync Control Panel.

In Routing method, select the method for routing calls to agents in the group as follows:

• To offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Lync Server the longest), click Longest idle.
• To offer a new call to all available agents at the same time, click Parallel. The call is sent to the first agent who accepts it.
• To offer a new call to each agent in turn, click Round robin.
• To always offer a new call to the agents in the order in which they are listed in the Agent list, click Serial.
• To offer a new call to all agents who are signed into Lync Server 2010 and the Response Group application at the same time, regardless of their current presence, click Attendant. Lync 2010 Attendant users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other Lync 2010 Attendant users no longer see the call.

Best regards,

Eric

• Marked as answer by Eric_YangKModerator 23 hours 29 minutes ago

Hi danswan,

You can change the routing method in Lync Control Panel.

In Routing method, select the method for routing calls to agents in the group as follows:

• To offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Lync Server the longest), click Longest idle.
• To offer a new call to all available agents at the same time, click Parallel. The call is sent to the first agent who accepts it.
• To offer a new call to each agent in turn, click Round robin.
• To always offer a new call to the agents in the order in which they are listed in the Agent list, click Serial.
• To offer a new call to all agents who are signed into Lync Server 2010 and the Response Group application at the same time, regardless of their current presence, click Attendant. Lync 2010 Attendant users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other Lync 2010 Attendant users no longer see the call.

Best regards,

Eric

• Marked as answer by Eric_YangKModerator Sunday, March 08, 2015 7:49 AM

Hi danswan,

You can change the routing method in Lync Control Panel.

In Routing method, select the method for routing calls to agents in the group as follows:

• To offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Lync Server the longest), click Longest idle.
• To offer a new call to all available agents at the same time, click Parallel. The call is sent to the first agent who accepts it.
• To offer a new call to each agent in turn, click Round robin.
• To always offer a new call to the agents in the order in which they are listed in the Agent list, click Serial.
• To offer a new call to all agents who are signed into Lync Server 2010 and the Response Group application at the same time, regardless of their current presence, click Attendant. Lync 2010 Attendant users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other Lync 2010 Attendant users no longer see the call.

Best regards,

Eric

• Marked as answer by Eric_YangKMicrosoft contingent staff, Moderator Sunday, March 08, 2015 7:49 AM

Hi danswan,

You can change the routing method in Lync Control Panel.

In Routing method, select the method for routing calls to agents in the group as follows:

• To offer a new call first to the agent who has been idle the longest (has had a presence of Available or Inactive in Lync Server the longest), click Longest idle.
• To offer a new call to all available agents at the same time, click Parallel. The call is sent to the first agent who accepts it.
• To offer a new call to each agent in turn, click Round robin.
• To always offer a new call to the agents in the order in which they are listed in the Agent list, click Serial.
• To offer a new call to all agents who are signed into Lync Server 2010 and the Response Group application at the same time, regardless of their current presence, click Attendant. Lync 2010 Attendant users who are configured as agents can see all the calls that are waiting and answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other Lync 2010 Attendant users no longer see the call.

Best regards,

Eric

• Marked as answer by Eric_YangKMicrosoft contingent staff, Moderator Sunday, March 08, 2015 7:49 AM

Thanks, our tech guys appear to be making some progress. Does anyone have any experience of the PolycomCX600 phones we use? When there is a call waiting there is a constant beeping in your ear which doesn't appear to have anything to do with the audio settings we have in the Lync client