Finding Call Handling Features in Lync 2013


Call handling options are displayed differently in Lync 2013 than in Lync 2010.  With the new “hover” experience, you can find your call controls by hovering over different icons to display a menu.  Let’s take a look at the Lync 2013 call handling options.

Muting yourself: While in a call, you can mute yourself by clicking on the Call button in the call window or by hovering over the Call button and clicking on “Mute” in the pop-up menu.  

 

TIP: If you’re using a Lync-Optimized device you can easily mute yourself by pressing the “Mute” button on the device.

 

Dial Pad:  When navigating a phone menu, such as when calling your bank, cable company, etc, you’ll likely need to dial digits to reach a particular department.  Simply hover over the Call button and select Dial Pad tab from the pop-up menu.  Along with the dial pad, you’ll have the option to type or paste alphanumeric characters as well, such as 1-800-FLOWERS.

 

Device Switching:  To change from one device to another during a call, such as switching from a speakerphone to a headset, hover over the Call button and click on the Devices tab.  This will display all of the devices you have plugged in, as well as your PC mic and speakers.  Click on whichever device you want to use, and the audio will automatically switch over to that device.

TIP: Another way to switch devices is to click the Answer/Call button on the device you want to switch to.  The Answer/Call button is represented by a handset icon on most devices.

 

Transferring a call:  While you’re in a call, Lync 2013 allows you to transfer a call to one of your listed phone numbers (mobile, home, or other), to a current conversation, or to another person. Simply hover over the call button and click the Transfer Call tab to display the Transfer options.  Select the desired transfer option to transfer the call.


 

Adding Participants to a call: There are a couple of ways to add others to an active conversation. 

Hover over the Participant button and click on “Invite More People”.  This will open your Contact list as well as a location to enter a phone number.  Select a contact or enter a number to add them to the call.

You can also add a contact to a conversation by selecting that contact from the main Lync client and dragging it into the current conversation window.
 

Merging Conversations: The Merge Calls feature allows you to conference together two active call.  From either of the active call windows, click the More Options button (ellipsis icon), choose Merge This Call Into, and select the call you would like to merge with.  Your calls will automatically be merged into a single conference call.

 

Comments (28)

  1. Anonymous says:

    Hi, like Rob I also hate the new "hover" interface, it's very not intuitive, you do not know at a glance if a button have some hover function or not.

    Also, I'm testing Lync 2013 client and I've found many and big issue. In my opinion the client is still a beta release. I'm scared to go to setup Lync 2013 to our customers.

    Also, nothing of the suggestion/wish list from customers has been added to this client, for example the ability to transfer a call to someone with one click. This and many other real and important request ask to us our customers, no one ask for the "hover" buttons and UI.

  2. hassan sayed issa20014 says:

    thank you

  3. Rob says:

    Sorry but I hate the changes. Why must Microsoft always add more steps to basic tasks

  4. Paul Slager says:

    Transferring a call should be a drag and drop process to a contact its stupid how its setup now.  

  5. Craig says:

    I am not seeing these options, but am still on the lync server 2010 do I need to upgrade before I will start seeing these options?

  6. Thuli says:

    PLease help

    I need to find out how to make a confrence call inting people from your company and people outside your company.

  7. Daniel says:

    I love Lync 2013 – but I'd like to echo the comments above – there are too many steps for basic tasks.  Drag and drop call transfers would seriously improve the Lync experience for reception/call handling staff.

  8. tom says:

    2010 was much better having quick access to common buttons, not hidden in hover menus with added multiple clicks. Change it back!!!!

  9. Timothy says:

    It seems like most of the rest of Office 2013, the wheel is being reinvented for no good reason other than the UX guys on the office team think square wheels look nicer than round ones.

    Why change the user interface when the existing one was quicker and looked just as good?  Just because?  It doesn't even follow the Windows usability guidelines that Microsoft recommends third party apps follow!  It took me five minutes to figure out this stupid "hover to find basic functions during a call" thing and now I KNOW I'm going to have to spend HOURS training up staff in the future.  You know how often we use call features?  ALL DAY LONG.  You know how often we use the whiteboard, video or other buttons that ARE right in the window and easy to find?  NEVER.

  10. Timothy says:

    Oh and ditto the others calling for "drag and drop" call transfers.  That would actually be a VERY welcome change that would greatly improve productivity.  Hovering is NOT.

  11. lisa says:

    It takes 5 steps to transfer a call!!! are we really living in the year 1990?!

  12. John says:

    The new "hover" experience is a disaster for handling calls. So to transfer, hold or mute, I have to "hover" over the call because the main windows is taken up by a picture? To conference call I have to "hover" over the conference button, but then to merge
    a call I have to click on the mystery 3 dots to activate a side menu. This is far more confusing than it was in 2010. I don’t see how this is an improvement at all. It would be nice to see a reduction in the number of steps involved for basic call handling
    instead of multiple steps spread out across different parts of the window.

  13. brad says:

    What a steaming pile of crap. We recently “upgraded” (actually, “ordered to comply” is more like it) to Lync ’13. Whomever designed the interface format must have been on acid, because that’s the only way you could ever figure out how the &%$! it’s supposed to work. I’m guessing the designers’ only phone are to order pizza or add points to their XBox account, because it’s painfully obvious they’ve never used a phone in a business setting.

    The whole “hover to bring up the menu” concept may have sounded good in the development meeting, but in operation it ranges from frustratingly inconvenient to disastrously complicated. Basic business functions – hold, transfer, camp, and conference – should have dedicated buttons that remain visible at all times.

    And What. The. Heck. is with the gyrations required to transfer a darned call? Really? It should be a simple matter of clicking a “Transfer” button, typing in the person’s name, and clicking a “Connect” button. Instead it’s more like figuring your taxes, only less pleasant. Actually it’s more like having your spleen forcibly removed with a chainsaw dipped in broken glass and salt water.

    Also, what happened to the visible and obvious connectivity options in the contacts list? Sure was nice being able to scroll to a contact and click the IM or email buttons rather than all this hovering business. I guess that functionality was deemed too convenient, so it had to die.

    Want to attach a file? Fine. Hope you packed a lunch. By the time you finish “hovering” your way to the menu, you could have dumped the file onto a flash drive and had it delivered by Pony Express. And what’s with the auto-displaying of image files? I don’t want to look at the damn file, I want to send it. Lord forbid the recipient should want to do a simple click-N-save of the file. They have to hover for that, too.

    Also, why does Lync randomly decide I want my contacts rearranged? Leave! Them!! ALONE!!!

    How about this… give the user an option to set up a custom menu pad/line(s). They can pin their preferred functions to a simple, always-visible menu bar or pad that appears within BOTH the main Lync window and any call/text window.

    Dammit, Microsoft, this is supposed to be a business app. So why the he** didn’t you consult with some actual business employees when you were designing it? Lync has a lot of functionality. Why did you choose bury it in such a worthless, business-unfriendly interface package? The result is a counter-intuitive, cumbersome, time-consuming, inefficient VOIP app that has noticeably impacted our staff’s ability to do their jobs. It’s so bad that we are seriously considering going back to land lines with dedicated-button phones and handling IM/comm with a simple app.

  14. Andrew says:

    My only only gripe with Lync is the difficulty of the transfer.

    Hover over phone icon, Click transfer call, and if you overshoot the top of the menu you must go back to phone icon, then click another person, then search through a menu.

    I don’t route calls that much but for receptionists I have to give them the 2010 client because 13 doesn’t have a receptionist console and transferring is not as easy as it should be.

    In Lync 2010 having the dedicated transfer button was so much better, and having menu options hidden by hovering is counterintuative.

    PLEASE LYNC TEAM, I LOVE YOU GUYS SO MUCH, but PLEASE PLEASE PLEASE MAKE TRANSFERRING EASIER.

  15. Barry says:

    why hide something like the dial pad, and require a ‘hover’?? Some calls expect responses right away, and the ‘hover’ does not provide a fast-enough response

  16. Debbie says:

    We are troubleshooting transfer issue. If I am a delegate for a person and I have answered a call for them, when I attempt to transfer the calling party to their voice mail it fails. When I am choosing this contact they are in a group called other people
    and I have answered the call from my phone handset and am using the Lync client to transfer. if I add this person I’m a delegate for, to favorites the call can be transferred and if I remove their name from favorites I can transfer at that point, form phone
    handset or headset. is anyone aware of a setting change other than adding/removing from favorites.

  17. fred says:

    The hover feature is horrible. When dialing into conference calls I often have to add a pin to enter the call and a user ID to identify myself on the call. It is difficult to cut and paste those numbers in when the dial pad keeps disappearing.

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  26. P!$$ed off IT Worker says:

    I hate having to take the brunt of users complaining about the clunky unintuitive interface.

    Who came up with the idea of the "hover" action? And transferring calls after searching and selecting goes AUTOMATICALLY to the last number used to called to the person you are transferring the call to. There is NO option to select which entry (direct number,
    Mobile, Lync call, voice mail, etc) you want to transfer to. This is happening in build 15.0.4727.1001 . I’ve been told to FIX this or I’ll be out of a job. Since fixing Lync is well nigh impossible (and moreso with developers who 1) DON’T CARE ABOUT FIXING
    BUGS, 2) IGNORE MICROSOFT PROGRAMMING STANDARDS AND GUIDELINES, and 3) HAVE NO IDEA HOW PHONE SYSTEMS ARE USED IN REAL WORLD BUSINESS), I’m revising the resume.

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