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Microsoft Lync Server 2010 Resource Kit: Response Group Application

Microsoft Lync Server 2010 Resource Kit: Response Group Application

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The Response Group Application chapter of the upcoming Microsoft Lync Server 2010 Resource Kit book provides a detailed description of the Response Group application in Microsoft Lync Server 2010 communications software. First introduced in Microsoft Office Communication Server 2007 R2, Lync Server 2010 brings new features as well as a new management interface. This chapter is being developed. It describes a deep dive into the call flows used by the Response Group application as well as the Response Group Web component and the Announcement application. You can download this chapter from here.

Author: Stéphane Cavin

Publication date: February 2011

Product version: Microsoft Lync Server 2010

The Lync Server Response Group application runs on a Front End Server and provides supporting functionality for the Response Group application tasks and features. The Response Group application routes and queues incoming calls to a group of agents.

The internal workings of the Response Group application require several components and data stores that work together to accomplish things such as selecting agents, handling queue timeouts and overflow, and maintaining resiliency. These components include a hosting component, workflow component, Match Making component, call control component, and Web component. This chapter explains these components and shows you call flows that illustrate how these components work together. Understanding the logic behind these components can be immensely helpful in troubleshooting.

This chapter also explains how you can configure queue timeout and overflow to handle calls even if no agent is available to service calls. You will also learn about agent anonymity. By using the anonymity feature, the identity of a response group agent is preserved for incoming and outgoing calls. With Lync Server 2010, a new Announcement application has been introduced to handle calls to unassigned numbers.

Summary

The Response Group application in Lync Server 2010 has improved the customer experience as well as manageability for the administrator. In Lync Server 2010, Response Group supports more flexible interactive voice response (IVR) configurations and prompts, such as for invalid or no-response to IVR questions and messages before music on hold or queue timeouts. Lync Server Management Shell cmdlets support all Response Group management tasks, and Microsoft Lync Server 2010 Control Panel supports common Response Group management tasks.

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  • Hi, on page 7 of the downloadable chapter about the response groups is an example about how to add a custom message. This example is not as it should be according to the documentation on the technet site. It's this command where have my doubts: $action = New-CsRgsCallAction –prompt “Custom message” –target TransferToQueue –TargetQueueID $target.identity. I think it should be like this: $action = New-CsRgsCallAction -prompt "Custom message" -Action TransferToQueue -TargetQueueID $target.identity. So my question is, what is correct, the Resource Kit example or the Technet documentation?

  • Good catch Paul, thank you! We are making the correction to the Resource Kit chapter. The Technical Library documentation is correct with this statement: $action = New-CsRgsCallAction -prompt "Custom message" -Action TransferToQueue -TargetQueueID $target.identity.

  • Is there any type of real time reporting for this.  It seems like it might be able to replace the Cisco ACD we are using today or our small call centers but management would want real time reporting of whats going on in the call queues.

  • Hi Robert - Tjeck these 2 links out. We have adapted the proposed solution and it works. We are able to see the following: Active Agents in RG, Status on Agents, incomming calls each presented by phone-number (contact) in queue.

    ucprofessional.blogspot.com/.../response-group-queue-monitoring.html - ucprofessional.blogspot.com/.../response-group-queue-monitoring-part-2.html

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