If you use Skype for business together with ACE Voice or Touchpoint Plus you need to set Skype client as preferred device to handle ACE calls. This is done in ACE Agent default settings.
As a Skype client normally can not auto answer a call, the Skype for Business and ACE integration includes a virtual way of lifting the handset of the telephone.
ACE Connector for Skype is a program facilitating work with both Microsoft Skype for Business and ACE agent applications for telephony. If someone calls your Skype extension via Telia ACE, ACE Connector for Skype relieves you from having to click on answer buttons in both systems.
When you start ACE Agent or ACE Interact , ACE Connector for Skype automatically connects to both the agent application and Microsoft Skype for Business. Then when a ACE call arrives to your Skype extension you click on Answer in the agent application.
Working with ACE Agent you see ACE Connector for Skype as a telephone receiver in the taskbar of your computer. To see the status for connection, double-click the receiver icon.
When using ACE Connector for Skype with ACE Interact you need to set Skype client as preferred device to handle ACE calls, see ACE Agent default settings. You also need to make changes to the Windows registry. More info is found in the ACE Installed Components and Installation manual ACE Client documents.
- When using Microsoft Skype for Business via ACE Voice, external calls directly to the Skype extension will be answered by the plugin. Skype internal calls, however, will not be automatically answered.
- When using the direct integration to Microsoft Skype for Business, without ACE Voice, calls made directly to a Microsoft Skype extension will not be automatically answered.
- Calls originating from ACE are identified and you handle these contact centre calls as any other call in ACE Agent and ACE Interact.
- Calls made directly to your Skype for Business will not be automatically answered. If you in Skype for Business are in a call with a colleague outside ACE, that call will automatically be paused as you accept an ACE call. After handling the contact you have to manually resume the Skype call.