Response Group Features

Response groups are a way to allow multiple endpoints to receive a call to a single entity. A classic example of this is a help desk phone number where the goal is to ring multiple phones until a member of the group answers it. Response group features are enhanced in Lync Server and include the following features:

• Anonymous call handling—When a response group is configured, members can accept calls and initiate calls on behalf of the response group in an anonymous fashion. In this manner, callers cannot directly call a response group member unless that member has given the caller a direct number. Members of a response group can see a call is anonymous and can add IM or video to the call without giving out her true identity.

• Attendant routing method—This new routing method enables all signed-in members of a response group to receive calls to the response group regardless of their current presence. This routing method also enables the attendant user to see all calls that are queued for a given routing group and to choose to answer a call out of order if she thinks it’s necessary. When a call to a response group is answered, the attendant no longer sees the call.

• Integrated manageability—Lync Server integrates response group management with server management. This is to say that response group management tasks are covered by Communications Server Management Shell cmdlets and many of the management tasks are also available in the Lync Server Control Panel.

• Web services—Lync Server provides a robust web service for response groups that allows the creation of customized agent consoles. One can utilize this web service to access information about agents, group memberships, agent sign-in statuses, call statuses, and the response groups that support anonymous calls. By leveraging this functionality along with the RBAC functionality of Lync Server, one can create useful (though limited) interfaces into managing and maintaining response groups.