FAQ for SFB Client | Skype for Business @ NUS

1. Open Microsoft Office Communicator (OCS).
2. Click Options.

3. Ensure “Automatically start Communicator when I log on to Windows” is not selected.
4. Click OK.

5. Exit OCS.

6. Login to Skype for Business.
7. Click the gear icon (“Settings”).
8. Click Tools.
9. Click Options.

10. Under Personal, ensure “Automatic start the app when I log on to Windows” is selected.
11. Click OK.

12. Restart your laptop/desktop to confirm that SFB automatically starts up after reboot.

Please refer to the table below:

Yes, SFB 2016 supports the Mac. Please follow the eGuides to install “Skype for Business on Mac”

For Skype for Business on a mobile device, please search for “Skype for Business” on Apple App Store or Android Play Store.  After the installation, sign-in with your NUS-ID and password.

Please refer to the table below:

It is not necessary to uninstall Office Communicator from your PC after installation but you can go ahead to uninstall Office Communicator if you choose to.

Yes, the new SFB system will support the calling to landlines, as the new SFB client is a soft phone. It will carry an NUS number (your existing number) and can call anyone with a telephone number.  All the existing Telephony functions (including IDD call) will remain in the new SFB system.

1. Open Microsoft Office Communicator (OCS).
2. Click Options.

3. Ensure “Automatically start Communicator when I log on to Windows” is not selected.
4. Click OK.

5. Exit OCS.

6. Login to Skype for Business.
7. Click the gear icon (“Settings”).
8. Click Tools.
9. Click Options.

10. Under Personal, ensure “Automatic start the app when I log on to Windows” is selected.
11. Click OK.

12. Restart your laptop/desktop to confirm that SFB automatically starts up after reboot.

This is because currently your PC is already installed with SFB client. Click the Close (“X” icon top right of the window) button to abort the installation.

The default groups “Recent Contacts” and “Pinned Contacts” in OCS will not be migrated to SFB client after the upgrade. You can create new groups in SFB client if required.

Please ensure you reboot your computer after the installation of SFB.

If the problem persists, please follow the steps in Question 1 on how to disable and exit Office Communicator (not sign out).  Check that Skype for Business is configured as auto-start after Windows Login and then restart your computer.

This is likely that Office Communicator is still configured as auto-start and starts automatically after Windows login.

Please follow the steps in question 1 on how to disable and exit Office Communicator (not sign out).  Check that Skype for Business is configured as auto-start after Windows Login and then restart your computer.

This is likely that the script detected some old Office components in your PC and hence displayed this alert.  Please contact the project team at skype@nus.edu.sg to solve this problem.

This is likely that the script detected both 32-bit and 64-bit Office programs or applications on your PC.  Please decide which Office version (32-bit or 64-bit) you need and then uninstall other Office programs or applications (64-bit or 32-bit) from your computer, and run the script again.  Please contact the project team at skype@nus.edu.sg if you need any assistance.

This happens because there is a missing patch for Office and Skype for Business in your computer. Please ensure your computer has the latest patches.

To quickly fix this problem, please go to the link here to manual download and install KB4011144.  Select the right Office version for your computer and install this update.

If you sign-in to SFB client using your old ID and new ID at the same computer and switch between the IDs, your SFB client could cause the call drop or cut-off.   Please sign-out SFB client for your old ID and only use new ID to sign-in to SFB.

Skype for Business (SFB) is an enterprise communication platform, supporting IM, presence, audio, video call and conference in a single application. It is tightly integrated with NUS contacts (address book) and applications (such as Email and SharePoint) for seamless communication and collaboration. You need to use your NUS-ID to login to SFB softphone client.

Personal Skype is a cloud service from Microsoft for communication with other Skype users. It does not have any integration with NUS applications.

The account for personal Skype is the one you set during registration. For security reasons, you should use separate accounts to log in to SFB and personal Skype.

1. You can call any landline or make IDD call using SFB soft phone, in the same way as current Cisco phone. Refer to User Guide for more info.
2. There are two ways to make IDD call: (1) direct call; (2) via a PIN authentication. If you need to use a PIN to make IDD call, take note that the current Cisco phone IDD PIN could not be migrated over.
3. You shall get a new IDD PIN from this link -> https://nusit.nus.edu.sg/skype/services/sfb-pin-management-portal/

If you don’t want a certain device to ring, you can log out from SFB on that device. If you don’t want to receive calls from any of your devices, you can set your status as “Do Not Disturb”.

You can configure this option in your SFB client, select Tools -> Call Forwarding Settings. Refer to the User Guide for more details.

Yes, a staff can still call a colleague within NUS using their SFB Contacts list.  It is just that without DID number, they can’t call or receive calls from an external line (like their home number).

Staff can also make calls to students via NUS contact (address book).

1. Voice mail, in SFB, is integrated with Email. The voice mail is stored as a .wav file in your inbox.
2. Because of the usage, the voice mail is not enabled by default when staff is migrated from Cisco to SFB.
3. If staff want to have voice mail, please ask your department phone admin to submit request via BOSS. One-time and recurrent charges apply.
4. You may refer to the User Guide on how to use or manage your voice mail in your inbox.

1. During the project migration stage, there are some limitations between Cisco phone and SFB soft phone & Polycom hard phones, causing SFB soft phone or hard phone only display number instead of names.
2. Once all users are migrated to SFB, you shall see the display name when you make or receive calls.

You can do call forwarding to achieve this.

1. Sign-in to SFB using one account to configure call forwarding (Tools -> Options -> Call Forwarding) for one of the numbers.
2. After that, sign-in to SFB using another account. You shall receive calls for both numbers.

1. Yes, you can. But take note that one number will be marked as public and another private.
2. You can receive calls from both numbers, but can only make outbound call via public number.

This is one of known issues for Skype for Business over different platforms. More details can be found from this link -> https://blogs.technet.microsoft.com/11/2014/01/31/lync-2013-explained-instant-message-delivery-in-spop-mpop-scenarios/

In SFB, select Contacts icon, type the name or email address of the person you want to search.  SKYPE DIRECTORY will appear.  Click the tab, and add the contact after you find the person.

You may want to refine the search by inputting full name, email address, or telephone number.

To facilitate the communication between Skype for Business and publich Skype, please add the contacts at both ends. Also, in SFB your client, go to your settings, select Tools -> Options -> Alerts, under “Contact not using Skype for Business”, select “Allow anyone to contact me”. You will need to wait for a while and then send IM to test the communication. Take note that your NUS IM ID is <yourUSerID>@nus.edu.sg, not your email address.

Refer to the following link for more details:
https://docs.microsoft.com/en-us/skypeforbusiness/set-up-skype-for-business-online/let-skype-for-business-users-add-skype-contacts

First go to your Outlook, select People and add a personal contact there.  Then sign-out and sign-in your SFB, search for the personal contact you just added in Outlook.  After you found it, add it to your SFB contact groups.

SFB client makes uses of external headset for good and quality voice communication experience. If you are using your own headset or earpiece, please check if it is certified or tested for SFB (refer to the link below).    If possible, you shall use Jabra Evolve 40 Headset provided by NUS IT as it provides good audio quality.

https://docs.microsoft.com/en-us/skypeforbusiness/certification/devices-usb-devices

Yes, the Polycom hard phones support the daisy chain connection to desktop computer or laptop, just like the current Cisco IP phones. The connection speed for all SFB hard phones is 1Gbps.

The Jabra headset connects to PC or laptop via either USB connection or 3.5mm audio jack. It can also connect to a mobile phone via a standard 3.5mm audio jack.

Yes, it can function as a standalone. Staff can log in to the hard phone via a DID extension and a PIN.

The warranty periods are as below:

• Polycom hard phones: 5 years warranty

• Jabra headsets: 3 years limited warranty (as it is considered a personal device)

Please contact the project team during the project period and FM team in BAU stage for device warranty.

• When Polycom hard phone is installed, its screen lock is disabled. You can go to Setting -> Basic -> Device Lock to screen lock your hard phone.

• You can also sign-in and sign-out to Polycom hard phone using extension and PIN.  Please retrieve sign-in PIN from this link -> https://nusit.nus.edu.sg/skype/services/sfb-pin-management-portal/

• Because hard phone is connected to backend servers to download firmware and security patches, it is not possible to use other brands of hard phone without backend servers.

• Department shall use the hard phone endorsed by NUS IT for compatibility, security and supportability.

Yes, you can so long as your computer can recognize these devices (most of these devices are plug and play).  However, departments need to purchase, support, maintain and keep track of those devices at their own efforts.

The minimum requirements are as below:

• Android version 4.0 (Ice Cream Sandwich) and later or 

• Apple iOS 8.0 and later.

This is due to that you input your office number when installing SFB apps.  Input your mobile phone number instead of your office number.

Yes, you can do that.  Disable “Save Password” setting on your mobile phone when you install SFB apps on your mobile phone.

This is likely due to that SFB apps can’t access Microphone in your mobile phone. Go to your phone settings, select Skype for Business apps, and verify the Microphone setting is enabled.

Yes, you can configure your mobile phone to restrict SFB to only use Wi-Fi connections for voice calls, video calls or meeting content.  Refer to user guide for more details.

SFB Mobile makes use of data connection in your mobile phone to make or receive call.  If your connection to WiFi or 4G is weak, your mobile phone connection could switch between WiFi and 4G. This will cause call drop as currently SFB Mobile does not support seamless call hand-off when switching connection from WiFi to 4G. This could happen especially when you are on the move.

Due to technical limitation, currently SFB Mobile App does not provide seamless call hand-off when your connection is switched from WiFi to 4G.

There are two workaround on this:

• If you know you will be walking out of wireless area, you can do a server call back to transfer and continue the call.  In your SFB Mobile, select “More” and “Call me back”, so SFB server can initiate a call-back.  Accept the call and you will be continuously connected.

• You can also configure your SFB Mobile to use call-back option. Go to your SFB Mobile App, Settings -> Voice Settings, select Cellular.  Note there is no telephony charge when you use this call-back option.

• The default setting for an incoming call is 20-second ring before going to voice mail or disconnect.

• You can adjust this setting in SFB (Tools -> Options -> Call Forwarding). Select “Unanswered calls will go to” and change its time setting.

Skype for Business is tightly integrated with Office 365 and Outlook.  Go to SFB client Settings (gear icon), select Tools -> Options -> MyPicture.

Select Edit ot Remove My Picture, it will bring you to Office 365 Outlook interface. Click your name to upload and save your picture.

If you use headset for your SFB call, you will want to hear a sound for any incoming call from your computer. Enabling “Secondary ringer” will help to achieve this.

1. Go to Tools -> Options -> Audio Device to enable this.

• You shall set an appropriate audio device setting in your SFB client (Tools -> Options -> Audio Device,) and leave the Sound setting in your computer unchanged.

• If you change the volume of Sound device setting in your computer (Control Panel -> Sound), it will affect all other applications.

• Music on-hold allows the other party to hear a customized music when you put the call on hold. Currently only SFB in Windows platform supports music on-hold.  SFB on Mac and mobile phone does not support it.

• To install Music on-hold, please go to Software Centre, and select “SFB Music On-Hold Installation”.

NUS students are using Office 365 and Skype for Business Online edition.  You can search student contacts and contact them via SFB client.

Skype for Business supports the communication (IM and audio call) with personal Skype via federation configuration. Currently Skype for Business in NUS has been configured to support this.

However, both parties must add each other’s contact and accept the invitation before they can communicate.

SFB supports teleconference and other communications with other organizations using SFB via federation. Both NUS and other organization must configure their systems to facilitate such federation. Department can submit the federation request to NUS IT for review and assessment. The consideration for such request includes:

• What are the detailed business requirements? How is the collaboration done today without federation?

• How many users will be using this capability?

• How long is this federation required?

• Is the relationship with partner organizations business, research or academic related?

• Point of contact from Business side from NUS.