We are trying to leverage Lync on our Service Desk. We receive a heavy amount of calls with our ACD system. We are hoping to leverage Lync to offload some of those phone calls. I have no idea if this is possible but here is what I am trying to accomplish.
In Lync user sees Generic Group Called "Help Desk." They double click that group and it puts them in a queue. When an agent becomes available the user session is joined by the Help Desk agent.
Is this possible in Lync or any third party tools that we can utilize to increase the functionality on our help desk?