Understanding Lync Response Group.
Lync Response Group is call routing mechanism and it is very useful for helpdesk, pharmacist or were agent use to response etc.
Recently people were asking question regarding Response Group, how it work? How to use it? So thought to update question answer here…
How Response Group call works?
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. The Response Group application uses standard response group routing methods to route the call to the next available agent.
Why can’t I Instant Message to Response Group and it shows error “RSG1 can't receive IMs right now.”
Response Groups cannot do Instant Message. Response Group are only build for voice and thus do not accept Instant Message.
How call gets routed?
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). If no agents are available, the call is held in a queue until an agent is available.
Unable to receive call after account move to Online (O365).
Only on-premises users can be agents. If an agent is moved from on-premises to online, Response Group calls will not be routed to that agent.
How Response group Service works?
The Response Group application uses an internal service (Lync Server Response Group), called Match Making, to queue calls and find available agents. Each computer that runs the Response Group application runs the Match Making service, but only one Match Making service per Lync Server pool is active at a time--the others are passive. If the active Match Making service becomes unavailable during an unplanned outage, one of the passive Match Making services becomes active.
What Service responsible for Response group?
Lync Server Response group service is responsible for Response group work.
- Unless configured otherwise, response group calls agents only if their presence status is Available or Inactive. Check your presence status.
- Privacy mode may be enabled.
- If you are in a formal response group where you need to manually sign in to before you can take calls, you might not be signed in to the group. To ensure that you’re signed in, in the Lync main window, click the Show Menu arrow, point to Tools, and then click Response Group Settings.
- There may be a connection issue with the server. Contact your support team.
Why don’t I get any call context with the call, or why is the call context incomplete?
- If you’re in a Hunt Group, you won’t get any call context. Call context is sent only for Interactive Groups, not for Hunt Groups.
- If call context is incomplete (missing questions, for example), ask the support team to enter a text version for the incomplete items.
- In supervised transfers for anonymous response group agents, call context is transferred only if the transfer is started from the Conversation window with the call context.
- This capability is not supported for anonymous response groups. You can share desktops only as a member of a standard response group. Have your support team remove the anonymous flag from the workflow.
- You can make calls on behalf of your anonymous response groups only. The list of response groups is updated only at sign-in and then every 8 hours thereafter. To refresh the list, try signing out and signing back in.
- There may be a connection issue with the server. Contact the support team.
- Another agent answered the call. You will receive a notification that indicates which agent answered the call.
If you’re calling a response group
· Even if nobody from the group is available to take calls, a response group is always marked as available. Response groups typically have a voice-mail box that accepts the call.
· The response group hasn’t been replicated to the address book yet. Type its SIP address instead (sip:firstname.lastname@example.org, for example).
· Dual-tone multifrequency (DTMF) tones are detected only after the welcome message has been played.
· Speak clearly into the microphone. Be sure there is not too much noise around you.
· If the response group misinterpreted your response and moved to the next question, you can’t go back and must start from the beginning.
· This capability is not supported for anonymous response groups. You can share desktops only as a member of a standard response group. Have your support team remove the anonymous flag from the workflow.
Referred by: TechNet FAQ.