When the switch is Skype for business

If you use Skype for business together with ACE Voice or Touchpoint Plus you need to set Skype client as preferred device to handle calls through. This is done in ACE Agent default settings.

Always make sure your Skype for business client is started, before making yourself ready in any of the ACE Agent applications.

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 telephone.

ACE AutoAnswer Plugin is a program facilitating work with both Microsoft Skype for Business and ACE Agent for telephony. If someone calls your Skype extension via Telia ACE, ACE AutoAnswer Plugin relieves you from having to click on answer buttons in both systems.

When you start ACE Agent, ACE AutoAnswer Plugin automatically connects to both ACE Agent and Microsoft Skype for Business. Then when a call arrives to your Skype extension it is sufficient to click on Answer in ACE Agent to accept the call.

	You see ACE AutoAnswer Plugin as a telephone receiver in the taskbar of your computer.
	If you double-click on the receiver icon, a window is opened where you see the status for connection towards ACE Agent and Microsoft Lync respectively.
	When status is changed, as if you lose connection to Microsoft Lync you see this as a message by the receiver icon.

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, i.e. calls that are not made via ACE or have arrived to ACE 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.

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 get a ACE call. After handling the contact you have to manually resume the Skype call.