The Microsoft Lync Server 2010 Response Group application allows administrators to create and configure response groups to route and queue incoming calls to designated agents. Typical usage scenarios include an internal helpdesk or a customer service desk. See New Response Group Application Features for more information about Lync Server 2010 Response Groups. With the introduction of role-based access control (RBAC) in Lync Server 2010, a Lync administrator can delegate the management of the Response Group application to designated IT support staff. Unfortunately, a Lync administrator cannot delegate the task of modifying preconfigured forward telephone numbers on Response Group service queues, to designated supervisors. If your organization needs to regularly change the forward telephone numbers of Response Group queues, the RGS Commander is an excellent solution.

Author: Fabian Kunz

Publication date: September 12, 2012

Product version: Lync Server 2010

RGS Commander gives Lync administrators the option to delegate the adjustment of configured forward telephone numbers on Response Group service queues in case of a queue time-out or/and queue overflow.

Response Group service queues are one of the cornerstones in the Response Group application architecture. If a Response Group agent is not available during an incoming call on a phone number associated with a Response Group workflow, the call is placed in a queue until a Response Group agent is available to answer the pending call. There are two options which a Lync administrator can configure for a Response Group queue. The first option, enable queue time-out, allows an administrator to configure what should happen with incoming calls that can’t be answered in a specified amount of time. The second option, enable queue overflow, allows an administrator to configure what happens when a queue reaches the defined maximum number of calls held in the queue. Both these settings allow the Lync administrator to configure different call actions. The Forward to telephone number call action, transfers incoming calls to another telephone number as soon as the call action is triggered.

Some companies need to adjust the Forward to telephone number several times during a day. A good example exists in shift operations where forward telephone numbers on Response Group service queues for the queue time-out and/or queue overflow action, must be adjusted with each shift change. Unfortunately, there isn’t a practicable way to handle these situations with the current version of Lync Server 2010. If an administrator delegates the appropriate permission to the IT helpdesk, the responsible supervisor has to call the helpdesk to make the modifications. Alternatively, the administrator can delegate this permission directly to the responsible supervisor. Both solutions are not practical. The second solution, adds the supervisor account to the appropriate CS Response Group Administrator Active Directory group. This creates a security problem because members of this group are allowed to manage the whole configuration of the Response Group application. The RGS Commander solves this problem.

The RGS Commander is an ASP.net web site that allows permitted users to modify the forward telephone numbers of Response Group service queues that are configured with either a queue overflow forward telephone number, and/or with a queue time-out forward telephone number. Response Group service queues that are not configured with forward telephone numbers are not listed. Using Active Directory security groups, the Lync administrator can easily control which users have access to the RGS Commander web site and are able to modify preconfigured forward numbers, even if they have no Lync administrative permissions.

During installation the Lync administrator defines an Active Directory user account which has the appropriate Lync permissions. The RGS Commander uses this account for all Lync relevant tasks such as listing the queues and modifying the telephone forward numbers.

Figure 1 shows a RGS Commander web site. The RGS Commander automatically lists all Response Group service queues in tables. The tables are configured with the call action forward telephone numbers for the queue time-out and/or the queue overflow.

Figure 1. RGS Commander web site

Requirements

This ASP.NET web site runs on Windows Server 2008 R2. The Lync 2010 OCSCore.msi must be installed on the Web server.

For more information please visit Lync RGS Commander. The RGS Commander is free.

Disclaimer

The RGS Commander is not supported under any Microsoft standard support program or service. The RGS Commander is provided AS IS without warranty of any kind. Microsoft further disclaims all implied warranties including, without limitation, any implied warranties of merchantability or of fitness for a particular purpose. The entire risk arising out of the use or performance of the sample scripts and documentation remains with you. In no event shall Microsoft, its authors, or anyone else involved in the creation, production, or delivery of the scripts be liable for any damages whatsoever (including, without limitation, damages for loss of business profits, business interruption, loss of business information, or other pecuniary loss) arising out of the use of or inability to use the sample scripts or documentation, even if Microsoft has been advised of the possibility of such damages.

Credit goes to Rui Maximo for supporting the project.

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