Crazy Question

This topic contains 3 replies, has 4 voices, and was last updated by  h0me 5 months, 2 weeks ago.

Viewing 4 posts - 1 through 4 (of 4 total)
  • Author
    Posts

  • todd231
    Participant
    #167537

    If I have am using Skype for Business as my UC solution, and I call into a call center that also uses SFB by dialing the number they provide me with and go through the motions and get connected to a call agent, would I be able to exchange IM’s with that agent?

    My brain says no because I’m making a PSTN style call.

    I guess I could if both my organization and the agents organization are federated…

    I think I’m explaining my question correctly…


    Ossian
    Moderator
    #191995

    Surely the dial in is only between a standard telephone and SFB – the caller is not using the SFB client


    h0me
    Member
    #377637
    Ossian;n516968 wrote:
    Surely the dial in is only between a standard telephone and SFB – the caller is not using the SFB client

    That, I guess, is our million dollar question, whether or not the client calling is using a SFB client.

    Suppose that they were on a normal PSTN call, not a Skype call, I “think” that the two parties (both having SFB clients) could then communicate via voice and Instant message since there’s networking involved. Now, I would also assume that both parties would have to be federated either completely, or to each other (Federating with individual clients on the call center side wouldn’t make much sense to me).

    I just don’t know enough about it to say for sure.

    We’re still working on it. I’m not on the Dev team so I don’t know how much I’ll be able to provide for a solution, but this helps me at least get some input for our QA dept.

    #325268
    todd231;n516967 wrote:
    If I have am using Skype for Business as my UC solution, and I call into a call center that also uses SFB by dialing the number they provide me with and go through the motions and get connected to a call agent, would I be able to exchange IM’s with that agent?

    My brain says no because I’m making a PSTN style call.

    I guess I could if both my organization and the agents organization are federated…

    I think I’m explaining my question correctly…

    You’d only be able to IM the CC user if both your SfB Orgs are federated with each other. That said if you start the call as a PSTN call i don’t believe IM will be available. But if you called them using VOIP, EG a ‘Skype for Business’ call then IM would be available too.

Viewing 4 posts - 1 through 4 (of 4 total)

You must be logged in to reply to this topic.