To accommodate the Manager role, Response Group application uses a Workflow Type of Managed or Unmanaged. Note that a user can be both a Response Group Manager and a Response Group Administrator. The Manager role can help you reduce your administration costs, because you can delegate limited responsibilities for specific response groups to any user who is enabled for Enterprise Voice. Response Group Managers can manage only certain aspects, and only for the response groups that they own. Response Group Administrators can manage any aspect of any response group. In Skype for Business Server, two management roles are available for managing response groups: Response Group Manager and Response Group Administrator. You must create agent groups and queues before you create a workflow that uses them. A workflow also defines settings such as a welcome message, music on hold, business hours, and holidays. The workflow specifies the queue to use for holding the call, and specifies the routing method to use for hunt groups or the questions and answers to use for interactive response groups. Response group workflowsĪ workflow defines the behavior of a call from the time that the phone rings to the time that someone answers the call.
For example, if the transition is due to the Front End Server going down, any calls currently being handled by the active Match Making service on that Front End Server are also lost. However, when a Match Making service transition occurs, any calls that are in transfer at the time are lost. The Response Group application does its best to make sure that call routing and queuing continues uninterrupted. If the active Match Making service becomes unavailable during an unplanned outage, one of the passive Match Making services becomes active. Each computer that runs the Response Group application runs the Match Making service, but only one Match Making service per pool is active at a time-the others are passive. The Response Group application uses an internal service, called Match Making, to queue calls and find available agents.
Agents can either be formal, which means that they must sign in to the group before they can accept calls routed to the group, or informal, which means that they do not sign into and out of the group to accept calls. When an agent accepts the call, the caller might or might not be able to see the agent's identity, depending on how the administrator configures the response group. If the queue is full, or if the call times out while in the queue, the caller might hear a message and then is either disconnected or transferred to a different destination, such as a different phone number or voicemail.
While in the queue, the caller hears music until an available agent accepts the call. If no agents are available, the call is held in a queue until an agent is available. Supported call routing methods include serial, longest-idle, parallel, round robin, and Attendant routing (that is, all agents are called at the same time for every incoming call, regardless of their current presence). The Response Group application uses standard response group routing methods to route the call to the next available agent. When a caller calls a response group, the call is routed to an agent based on a hunt group or the caller's answers to interactive voice response (IVR) questions. You can increase the use of telephone support services and reduce the overhead of running these services by using response groups. The Response Group application routes and queues incoming calls to designated persons, who are known as agents. If your organization has groups of people who answer and manage certain types of calls, such as for customer service, an internal help desk, or general telephone support for a department, you can deploy the Response Group application to manage these types of calls. Planning for response groups in Skype for Business Server Enterprise Voice, which enables you to set up call routing to groups of users.
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