Working with Contact Expert might routinely require transferring customer calls within the contact centre and – depending on the business requirements – even to external PSTN numbers. The integration between Contact Expert and Microsoft Skype for Business is built upon the trusted application endpoints created for each Contact Expert campaign. These endpoints must have Skype for Business policies assigned granting call permissions for various scenarios like transferring a call to external numbers.
Performing the following steps requires expertise in Skype for Business Server configuration.
First, check that your Skype for Business user account has sufficient policies:
If you had no problems with any step of the above test routine, then it is quite likely your Skype for Business user account is granted a sufficiently permissive voice policy to be able to work with Contact Expert endpoints. Launch the Skype for Business control panel and compare the configuration parameters of this voice policy with the policy assigned to your Contact Expert campaign endpoints.