What is Lync Boss Admin?
The Lync Boss/Admin feature allows you to place a call on hold for another user and pickup with one button press.
How Do I configure Boss Admin?
The overview of how you setup Boss Admin is:
- Lync Server 2013 has Boss Admin enabled at the server level out of the box. If you have Lync Server 2010 you will need to run a little SQL to enable Boss Admin functionality. Click Here.
- Now you need to use the Lync client of the “Boss” Lync user and add Delegates which will be the “Admins”.
- There can be more than 1 Admin for each Boss.
- Now on the Boss phone you add a Boss/Admin button for each “Admin”
- On the Admin phone you need to add a Boss/Admin Boss button for “Boss” they assist.
You can either add Boss/Admin buttons from the phone UI or the phone Web UI as shown below:
Now below you can watch how Boss/Admin works on Snom UC Edition Devices:
Q. What are caveats to watch out for?
- On Admin phone, the Boss button will show “In a Call” and “Holding” but it will not show “Available'”, “DND” or “Busy”.
- The Boss/Admin button is not a Lync User presence button, but a Boss/Admin status button.
- Only Lync Qualified devices supporting Boss/Admin feature work with Boss/Admin
- Lync Phone Edition, Lync Client do not support Boss/Admin
- Appears like you may not want to mix Polycom VVX and snom UC Edition devices when doing Boss/Admin scenarios
- In my quick test you can place a call on hold on snom (admin) and pickup on Polycom (Boss), but if you place the call back on hold from Polycom you cannot pickup from snom. (in other words a polycom would not make a good admin phone in a mixed environment…:)
- While pickup does not seem to work between vendors, the “In a Call” and “Holding” status does seem to display correctly.
Q. What are some pleasant surprises around Boss/Admin
- If you have several Admins for 1 Boss, the Admins can all “pickup” a call placed on hold for the Boss by other Admins via the Boss button on their phone
- This is ironic since the Boss himself can only pickup a call placed on hold for him if he has an Admin button assigned for the Admin who placed the call on hold.
- In other words: the Boss need a dedicated button for each Admin that might place a call on hold for him. Admins associated with Boss will see and be able to pickup all calls placed on hold for the Boss by another Admin
- If an Admin placed 2 (or more) calls on hold for the Boss it will be handled quite elegantly: the Boss or Admin will be presented with a list of calls (by Caller ID) they can select from to pickup when they press the Boss/Admin button.
Q. Does Lync Support Shared Line Appearance? (CO Lines, Key System Emulation)
Lync Server does not have the concept of Shared Line Appearance/ CO Lines/Key system emulation but by being a little creative with the new Boss/Admin feature might be able to emulate this functionality somewhat. (With caveats)
The overview of how to do this on snom UC Edition:
- Setup a Lync user called something like “Line1” to act as your place holder Boss Lync user. This Lync user will have no IP phone associated with it.
- Add all the users/phones that will participate in this “share line appearance” group as delegates to the “Line1” Lync “Boss” user using the Lync client.
- Now add a Boss/Admin button for the “Line1” “Boss” to each phone that will participate in this “share line appearance” group
- If you want phones to “silently” ring, Login to snom web UI and goto Identity1 | Login | Ringtone for Forwarded Calls = Silent (not necessary)
- Call “Line1” user. You should now be able to place this call on hold and pickup from any of the phone in the group.
See this “SLA” in action below:
Caveats to consider
- The phone that put the call on hold will not have the “Line1” (Boss/Admin) lit. I will look like a standard call on hold. But it will say on the display
- You will likely want to see if “Line1” is already in use (On a Call/On Hold) and then send subsequent calls to Line2, Line3 etc. I have not figured out a method to do this…yet.
If you have an findings about Lync Boss/Admin I’m very interesting in your feedback. Please comment below or on Twitter.