Home > Lync, Lync EV, Uncategorized > Outbound Account Codes in Lync 2010 – How to use them

Outbound Account Codes in Lync 2010 – How to use them

One of the features often used with legacy phone systems are what are known as Account Codes.
Account Codes are a method of tracking outbound calls, and grouping them together. For example, suppose your company performs outbound calls for a set of clients that have hired your company to create appointments for those clients’ sales people. People, (“agents”), might be placing calls on behalf of client “A”, and then later in the day on behalf of client “B”. Your company would like to track, and group the calls made by the agents for clients “A” and clients “B”. The purpose being so that your company’s clients are billed for that portion of your company’s service.
Legacy phone systems have long had the ability to allow a calling person to enter an outbound phone number followed by a two digit code, (“Account Code”). These correspond to the client they are making calls on behalf of. For example, Agent Sally might enter “208 555 5000”, wait for a double beep, and then enter “82” as the Account Code. The PBX and/or the local carrier will then remove the “82”, and the PBX and/or the carrier will store the phone number and Account Code entered. At a later time the Telecom admin can produce a report that shows what numbers were dialed with the corresponding Account Codes for billing purposes.

Question: How can a similar process be addressed in Lync 2010?

Answer: If you have Lync 2010 deployed with Enterprise Voice utilizing a media gateway, then the media gateway can be used to manage entered Account Codes. The idea is that you have callers enter a phone number in the format of: “Account Code” + “Dialed Number”, (e.g. 82 208 555 5000). Then configure your media gateway to remove the Account Code prior to sending on to the PSTN. You simply create an outbound “rule” on the gateway for each Account Code. For US dialing you should make sure that your rule looks for the Account Code, and that the total number length is 12. You might also have a rule that checks for the Account Code at the start, (i.e. first two digits), and that the total is either 12 or 13 digits, (i.e. account for 11 digit dialing).
Once you are collecting this data, then you can utilize the Lync 2010 Monitoring server to collect this data and then report against it. Dell/Quest’s MessageStats will even “pull” the Lync Monitoring Role data in to their database, and provides some very nice reports, (e.g. break out by area code, Outbound numbers, etc.). All of which can be exported easily to Excel for further manipulation.

Categories: Lync, Lync EV, Uncategorized
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