Performing a Consultative Transfer using Lync

A consultative transfer is a common scenario where before transferring a call to someone you want to contact the person you’re transferring to first to ensure they are able to take the call. Let’s walk through this scenario to show how this is accomplished using Lync.

Matt Webster has called me and is inquiring about the project we are working on.

As I don’t have the experience in this specific project, I start a new phone call with Andy Robinson from the Contact List, the project manager for this specific project.

When I start the new call to Andy, Matt’s call is automatically put on hold.

Andy has indicated that he is free to take the call, so I return to Matt’s conversation window and click on the Transfer Button. The transfer menu automatically includes people I’m currently talking to, so I’m able to select Andy from here.

While the call is transferred I can see the status from both Matt’s and Andy’s conversation window. After the transfer has completed both windows are closed :)

The beautiful part about Lync is that you are not just limited to consulting using a phone call. Next time you want to consult someone before transferring, try using an IM.

As you can see from this simple scenario, the ability to consult with someone before sending a phone call to them can be quite useful in ensuring that the person is available, and has the background required to help the caller.

This blog post uses the text from but with the images of Lync instead of OCS for all us early adopters!

Feel free to add me on your Lync -

Lync 2010 forgetting contacts

I have a problem with Lync 2010 on Windows 7 SP1 with Office 2010. Excahnge 2007
It is reproducible across other machines in the organisation on both Outlook 2007 and 2010.
The problem is as follows:

Create a contact with an email address and phone number in your personal contacts in Outlook

Then switch to Lync and search for the contact and add them

As you can see the contact is added with all information present.

Logout of Lync and back in, Lync will then try to sync contacts with Outlook (shown by updating…)

After a while the sync finishes but the contacts do not have the details left in them to be able to phone the contact. Sort of defeats the point of adding it in the first place.