Response Groups

Before configuring Response Groups in Lync Server 2010, an organization should run through a number of planning steps to ensure that the workflow creation is as easy as possible. When a completed workflow diagram and configuration are created in advance, the actual creation of the workflow in Lync Server 2010 can be completed quickly.

The following steps ease the process of creating workflows:

1. Begin by developing a diagram of the desired workflow. This should include all the possible call flows that a user can be routed through. Also be sure to include scenarios for what happens when a caller becomes unresponsive.

2. Document the exact text that is played to callers so that it is available for text-to-speech translation or to be read for an audio recording.

3. If using audio files, identify a user who is responsible for the recording or hire a professional agency to create the recording.

4. Identify the queues required within the workflow. The queue planning phase should include specifying how many concurrent calls can exist within a queue and what action should be taken when the queue reaches capacity. If sending calls to a voicemail box, be sure that the mailbox is monitored in some way so that callers leaving a message receive a response.

5. Identify the different agent groups that will belong to the queues and the individual agents. Ensure agents are aware they belong to an agent group and are trained on how to handle calls. If using formal groups, make sure agents understand how to log in and out of the group to take calls.

6. Identify what business hours and holiday schedules will affect the workflow.

7. After collecting all the required information, proceed with creating the agent groups, queues, and workflow objects.

8. Thoroughly test the Response Group workflow. This should involve traversing every possible option within the workflow to ensure callers are routed correctly and never unexpectedly disconnected.

9. Perform any adjustments necessary to the workflow before placing it in production and allowing external callers to reach the workflow.