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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.

Step-by-step guide

First, check that your Skype for Business user account has sufficient policies:

  1. Make sure your Skype for Business user account is Enterprise Voice enabled in Skype for Business and you have a DID configured.
     
  2. Call your Skype for Business user externally (using your DID number) for example using a mobile phone.
     
  3. Pick up the call in your Skype for Business client and confirm the two-way media connectivity.
     
  4. Put the call on hold at the external caller side for 10 seconds and then resume the call. Confirm the two-way media connection again.
     
  5. Put the call on hold in your Skype for Business client for 10 seconds and then resume the call. Confirm the two-way media connection again.
     
  6. Transfer the same call from your Skype for Business client to another external number. Confirm the call was transferred successfully and the called external party is able to maintain two-way media connection with the originating external caller.

    The call is now between two external parties, however it is very likely still traversing through your media gateway (especially in case of E1/T1 trunk connections).

  7. Put the call on hold on the originating external caller's side for 10 seconds and then resume it. Confirm the two-way media connection again.
     
  8. Put the call on hold on the called external party's side for 10 seconds and then resume it. Confirm the two-way media connection again.

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.

Skype for Business voice policy requirements for Contact Expert campaign endpoints

  • The endpoint must be Enterprise Voice enabled.
  • The endpoint should have a voice policy that allows calling the desired destinations (internal and/or external).
  • The endpoint's voice policy must allow the transferring of calls to all of the desired destinations.

    This can be achieved by setting the "Call forwarding and simultaneous ringing PSTN usages" parameter to either "Route using the call PSTN usages" or to "Route using custom PSTN usages" and defining a set of PSTN usages that include the proper one(s) to be able to call the desired destination.