(English) CallPickup and BusyOnBusy in Lync 2013 – Part 1

As you probably already know Microsoft added the CallPickUp feature in CU1.

This feature Microsoft added works fine, the only thing (some) customers complain about is the fact that you must use a minimum of 3 digits (starting with a * or #) and you’ll need Sefautil to add a user to the pickup group.

So I looked at another product that implements the pickup feature; Cerebro from Colima.

The Cerebro package consist of:

  • Universal CallPickup
  • BusyOnBusy

The CallPickup feature supports the following pickup functions:

  • Group Pickup ; you can accept any call from any ringing phone or Lync client that is in the same PickUp group as you.
  • Re-Picking; makes it possible to PickUp a call that has already been picked but not accepted.
  • Direct PickUp; PickUp a call directly from the end device of a specific user, useful when 2 endpoints ring simultaneously and you want to pick a call from a specific user.
  • Send a Mail notification of the call that was missed.

The BusyOnBusy feature supports the following:

  • Limit the numbers of calls to 1 that are offered on the user endpoint(s).
  • Play a busy tone when the destination is in a call.
  • Display a “Busy Message” when the destination is in a call.
  • Send a Mail notification of the call that was rejected.

For the installation to be successful, the following requirements must be met:

  • Cerebro is installed on a Lync 2013 standard edition server, or on each Frond-End in a pool.
  • The installation user must be member of the following groups: RTCUniversalServerAdmins
    RTCUniversalUserAdmins
  • .NET Framework 4.0 full profile is required on each Front-End
  • For an Enterprise Edition installation, the following must be met:
    A domain account must be created and must be member of the following groups:
    RTCComponentUniversalServices
    RTCHSUniversalServices
  • A database must be created with the name “Cerebro” in the same SQL instance that contains the Lync central database (xds)
  • The account just created must have the “db_owner” permission on the “Cerebro” database
  • During the installation the following Lync objects are created:
    TrustedApplicationPool (if it does not exist)
    TrustedApplication
    TrustedApplicationEndpoint

Installation

The installation is really simple, on a Front-End just start CerebroServicesSetup.exe. During the installation select the options required for your environment. For an Enterprise Edition installation use the domain account created earlier to access the “Cerebro” database.

After the installation make sure the Cerebro services are started, and look for the following events:

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In case of an Enterprise Edition deployment, check the “Cerebro” database

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General setup

After the installation, you can change/view the Cerebro settings with the “Cerebro Settings Editor”.

Common Settings:

  • Activate or deactivate
  • Cerebro SIP Endpoint Address
  • Mailserver name
  • Mailserver port
  • Mail sender address
  • Mail sender name

(Note!, in the current release it’s not possible the authenticate against the mailserver, this could be a problem if you use (for example) Office365 to handle your mail. If you use Exchange On-Premises, you could use a Relay Connector)

Universal Call Pickup:

  • Activate or deactivate
  • Call Pickup code

BusyOnBusy:

  • Activate or deactivate

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Activate or deactivate CallPickup for users

To enable the CallPickup feature for a user, powershell is used. First you have to import the Cerebro powershell module:

Import-Module “${env:ProgramFiles}colimaCerebroCommonCerebroUserPolicies”

Then, you can enable (or disable) CallPickup for a user:

Set-CerebroUserPolicy -Username <sAMAccountName> [-CallPickup <$true | $false>]

With the following commands you can handle multiple users, first export all Lync enabled users:

Export-CerebroUserPolicy -Csv <filename> [-OuUsers <topmost OU to Export>]

Change the values in the “Call Pickup” column, and import the csv:

Import-CerebroUserPolicy –Csv <filename>

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Creating PickUp groups

In order for a user to be able to pickup a call from another user, these users must be member of the same AD security group. The group name must contain the word “Pickup” (not case sensitive). An example could be; Sales_Pickup.

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Universal CallPickup

The PickUp feature can be used in different ways

  • Group Pickup
    A user can accept any call for a user in the same Pickup Group. The first call that enters the system is picked first (FIFO)
  • Re-Picking
    Pick a call that has already been picked by another user, but not accepted. This is achieved by dialing the pickup code (example *5) followed by a 0
  • Direct Pickup
    Pick a call directly from a specific user. This is achieved by dialing the pickup code followed by the extension of that specific user

Conclusion:

  • Easy to implement
  • No extra application server needed (installation on one or more Front-End’s)
  • HA supported
  • Easy to manage users (bulk)
  • Direct Pickup supported

 

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