One of the coolest features of Office Communications Server (OCS) 2007 R2 is the Response Group Service (also known as Automatic Call Distribution – ACD – in telephony world), a technology that’s mostly used in Contact Centers, but that can be applied in many different scenarios…
But the purpose of this post is not to describe the Response Group Service, instead is to discuss some problems I faced when configuring custom tabs in Communicator (custom tabs are the preferred method to sign in to formal groups in Response Group Service).
I followed the detailed instruction to configure the Response Group Tab. Basically there are 2 steps involved:
Regarding the first step, my XML file consists of the definition of 2 tabs: one for the Response Group, and other for displaying a Live Search box.
<name>Response Group Tab</name>
<tooltip>Response Group Tab</tooltip>
<tooltip>Microsoft Mobile Tab</tooltip>
The second step is also very simple: importing the Communicator R2 Group Policy extension (communicator.adm), and then configuring the setting “Tab URL” (in my case, the value was https://ptstu-ocs01.demo.local/OCTabs.xml).
The problem was that, although all the necessary configuration was in place, there was no sign at all of the 2 custom tabs I had defined previously!
In order to solve the problem, I had to change 4 settings.