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.

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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…

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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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Understanding Lync Response Group

Before starting to give some clarity on the Response Group itself I want to get clear on the terms I might use: Response Group Service and Response Group Application. They mean and are referencing exactly the same service “RTCRGS”. Response Group Service (RGS) is how they were call in Office Communication Server R2 and Response…

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