Creating a Response Group #3: Creating and configuring a queue

In the two previous posts we first created voice enterprise enabled users usable as response group agents. We then created and configured an agent group to handle easily a collection of agents. Going forward we will add our agent group to a queue. In the response group application a queue is the entity holding the…

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Response Group – How-to create a Call Action

Many response group objects have action properties that accept RgsCallAction object. The RgsCallAction is used to determine what the system does when a call is received. Properties for RgsCallAction are as below: Action <Enumerator >: Action to be taken. Terminate: will terminate the call (hang up). TransferToQueue: call will be transferred to selected queue. TransferToQuestion:…

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Creating a Response Group #2: Create and configure an agent group

In the previous post, we created Lync users that are enterprise voice enabled. Now we want to use these users and make sure they can answer to incoming call to the Response Group we will create later. The object used to hold the collection of agents assigned to a Response Group is called an AgentGroup….

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Update RGS synchronization interval with active directory

The collection of agents assigned to a Response Group can be pretty dynamic depending on the scenario we try to support. In some cases, the collection of agents is mostly static and needs to be updated only once in a while. In some other cases, the collection needs to be updated daily or even hourly….

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The famous “introduction” post

Hi – Bonjour! I work on Microsoft Lync Server (on the Response Group Application aka Response Group Service) as a SDET (a tester) for more than two years now. I am located in Zurich / Switzerland in the Zurich Development center. With this blog, I hope to share some knowledge I got about Lync Server…


Configuring call park application

In the previous call park related post, I explained the main scenarios that are covered by call park application. Now, let’s configure this service! It can hardly get easier than this with the Lync Control Panel: click on the Voice Features folder and then Call Park. At this point you want to click on New….


Understanding Lync Call Park Application

Lync Call Park lives on a front-end on your Lync deployment. Scenarios enabled by call park application are: –          Call parking: a Lync user can “park” a call, effectively the caller will get connected with the call park application and hear a music while he his on hold. Upon parking the call, the application will…


Reskit Chapter: Microsoft Lync Server 2010 Response Group Application

Good news, the Response Group Application chapter of the Microsoft Lync Server 2010 resources kit book is available freely on Microsoft download. The tools are already available to download from this page: Microsoft Lync Server 2010 Resource Kit Tools.


Creating a Response Group #4: Creating and configuring a workflow

This is the last step in our journey in creating a response group: creating and configuring a workflow. We started by enabling our Lync user for enterprise voice then we created an agent group and in the previous post we created and configured a queue. The response group workflow determines the actions that are taken…